It's hard to tell what could be the problem based on the information you provided so far. Maybe we can schedule a time, where we can do a join.me, and you can share your screen with me, and walk me through the steps you've taken so far. This will allow me to more quickly resolve your issue.
Please visit our website: (http://usglobalsat.com/store/signin.aspx?ReturnURL=support/
). Register your product and generate a "Support Ticket" from within our system, letting me know when will be a good time to do this walk-through. I am in the office from 8:30AM to 5PM PST.
If you had purchased the item from the USGlobalSat website, you should already have a customer account and password. You can immediately log-in using that info. If you purchased it from one of our authorized resellers, you will need to establish a NEW account at: http://www.usglobalsat.com/store/createaccount.aspx
By working within our support structure, we do not only address your specific issue in a timely manner, but also maintain a history of your incident to ensure that it is handled with appropriate actions. It's not only now, but for all potential future communications as well.
Thank you and I appreciate your patience.