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Hello, Thank you for reaching out to us with your question. Based on the information provided, we would recommend reaching out to a member of our support team directly. If you have not already, please contact a member of our support team when you are in front of the device. We can be reached at 1-800-627-2799. Our technical support team can be reached 24 hours a day. Please let us know how we may further assist you, Thank you. JV Swann Customer Support
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