Please troubleshoot the issue using the methods below:
1. Backup all your presets first and Perform a factory reset to reset the unit back to factory settings.
2. Try connecting the unit into another USB port. Alternatively, please try using another USB Type A to Type B cable.
If the connection issue persists, please open a support ticket at: https://help.positivegrid.com/hc/en-us/requests/new