Parents interview/petition canceled

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Parent's petition was filed in 2019 March and approved in October 2019. They were supposed to go and interview in 2020 but as they are aged and COVID started, they didn't venture out until June 2022. During these times, they communicated by email with the consulate/visa center.
In August 2022, they received letter saying they apply for immigrant visa in Mumbai after VAC etc, They had scheduled a finger print exam in mid Dec 2022. However, we got an email a week back saying their petition was canceled because we didn't go through the steps

"Section 203(g) of the Immigration and Nationality Act requires that immigrant visa applications be canceled and any related petition be canceled if an applicant does not apply for an immigrant visa within one year of being advised of visa availability"

Please help what kind of documentation we should give to convince them reinstate the petition. As you know COVID is a genuine fear among older populations and that is the reason I am planning to submit. BTW, they suffered from COVID earlier this year and were fearful of venturing out to Mumbai

Very worried, please help

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