Hi there,

as you probably know, this forum is user to user, so, although I will do my best to help, most of the issues related with installation are solved by Punch Tech Support.

Try this this solution provided by the manufacturer:
http://support.encore.co..._id=1615&product_id=3372

If the above solution doesn't solve the issue, at the bottom of the solution, you will find a phone number to call tech assistance as well as a link to submit a ticket and ask for help.

Patricia
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