During this conversation mine had also disconnected. I followed onefinitys advice and submitted a ticket to Masso as instructed above. Masso got back with me same day, asked a few questions along with short instructions. I answered said questions and followed instructions next day. They replied same day with a solution of sending a new cable.
Pretty straightforward and perfect customer service if you ask me…
Masso mention there was a batch of these cables that did not perform as expected. They are shipping new cables to onefinity to distribute. But you need to create a ticket with masso first. My issue was resolved in 2 days and mostly that was me not answeing my email quickly. They were waiting on me not the other way around.
J.