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Hi, I'm Nathan.Sorry to hear that you're having trouble with this but I'll do my best to help you.
Can you tell me which model MJ device you have, and how it is connected currently?
Yes, I'm here. Can you please provide the details requested above?
Yes, but that is not a valid model.
HOW is it connected currently?
That doesn't look like it either, it might be called mj express, mjgo etc
Is it plugged into your computer usb? Is it plugged into your router with a cord? wifi?