Transfer Records to Japan?

My adult (27 years old) son has a job in Japan. Our Bishop and Clerks cannot figure out how to send his records to Japan. There is confusion about the Japanese address format versus the American addresses. When they try to enter his address in Japan it doesn't work. Any help or suggestions would be greatly appreciated. It has been 9 months since he moved. He is not very active. His Branch President needs to know he exists. Thank you.

If nothing else, the clerks should be able to call support. Or perhaps use the "Special Request" function to pass along the address.