Cannot complete Apostate Excavation Investigation

I cannot pick up the Excavation Master's Message Shard with my character. (You have solved this quest too many times!) I do not have the item in my inventory, having just resubscribed after over a year. I cannot complete or restart the quest as a result. Please reset my quest flag for this item. Character name is Sazed, server Solclaim.

I submitted a ticket for this two days ago with no response, ticket #24001-507641.