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edge lighting not working

i had just recently purchased a note 10 plus.  Trying to get edge lighting to notify when screen if off is a nightmare.   

I contacted samsung and they had me try factory reset as well as clearing cache.  Nothing works.  Now they want me to take it to a center or send it in for service everywhwre is closed and i do not have a backup phone so that is not a option. Brand new phone.  The edge lighting works when the phone screen is unlocked.   All the settings are changed to always and apps are have permissions.  This is not a hardware issue is a software one.  Is this a known issue that they dont want to admit?