Brian,
That is incorrect. We send you to the faq pages of this forum as your questions have been answered in the FAQ’s. We could copy and past them to your support emails if that’s what you’d prefer. The machine is working as it should, it’s not a dud. There’s some user error here.
You’re wanting to ‘factory reset’ the machine, and we’ve included the FAQ with detailed video walkthrough on how to do so. We can’t really get any more detailed than a video walkthough!
There’s some user error here.