Could we try a reset? I will be able to show you how this is done.
My name is ***** ***** I will be your device technician for the day.
I have read up on this problem and it seems that you have a defective box. I would return it and try to get a new box. I'm guessing this is a pretty common issue with these boxes. What happen is the box generate its own password ***** prevent someone to even operating the device. So the box will need to be reprogrammed and then can be reused. Sorry! Please rate me on my services.