H.264 Pro Recorder - No Desktop Device Detected

Just bought the H.264 Pro Recorder for my home studio. I'm using a MacBook Pro 2017 with Big Sur. I get the Desktop Setup app error: No Desktop Device Detected. Mac System Information 'sees' the device as USB 3.1. Not sure why the OS 'sees it', but the app does not...

Have you installed Desktop Video?

Yes, on multiple computers and OS’s. Ended up opening a case with Black Magic. They indicated the device needed service. The unit is now off to their service center for a firmware update. They assure me it will work when returned