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my guess would be that they are telling you the truth.
WHAT OTHER COM PORTS are you expecting to find?
do you have DB9 connectors on your pc that might be shut off?
finding com 1 available is like winning the lottery these days
IF YOU THINK you should have the access to com2 go into bios (uefi) and look for peripherals
either com 2 is disabled or you need to change settings
EVEN IF they are available in the BIOS you would probably need to purchase a proprietary 8 pin header to "break out" the connector to db9
if you have a desktop, you probably have a pci express expansion slot & can add a serial card, but, you will have to match the settings manually
this is an issue even with usb-serial adapters, since only one end of the adapteer is a "smart" device that can configure itself, the other needs to have setting specified manually
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