My name is***** am sorry to hear that you are having this issue.
I will be glad to assist you with this.
At the screen where you enter your passphrase, in the top right corner of the LCD screen you should see a :1 . This indicates that you are in numeric entry mode. If you press the asterisk key (*) it will switch to :A or uppercase letter mode, pressing asterisk again with switch to lowercase letter mode. To enter a letter in either letter mode, you will press the associated number key to cycle through the available letters. For example: To enter a letter "c", you will press the "2" key three times.Press OK when done.The LCD screen will say "Connected" if the password ***** *****
Thats great news!