M Yam,
This is a great time for you to call the ETC Technical Support Team. They can walk you through troubleshooting to figure out the issue. Ideally it is best to be near the gear so they can help you more efficiently. Toll free, the number is 1-800-688-4116.
They are available 24/7. if it is after normal business hours (8-5 CT M-F ) you would get connected to the after hours line. Leave your name, Facility name, Phone number and a quick explanation of your problem and they will call you back within 15 minutes in most instances. These are the same folks at the Factory you would get during normal hours.
This sounds similar to the issue I just posted here: https://community.etcconnect.com/architectural_controls/f/56/t/15662
While I plan on calling ETC support today, any info on your problem and resolution that you can share would be appreciated. Thanks!
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