Active Target no returns or showing bottom - ideas or help

[Katfishbb]

I had active target installed last week, by a reputable local installer. Took it out last night to learn and play with. When I go to AT, I get no bottom return; only occasional blips of color.
any idea what could be wrong? Could it be a setting I have wrong? I sent the video to an installer and he said to contact Lowrance that it may be a bad transducer or box, thoughts?
I will try to take a video or attach pictures.
Any help appreciated!

[kennybryan]

Call Lowrance first.

[Marc Marcantonio]

It would be helpful to see pictures of the transducer installation, and of your screen so we can see what you are seeing. A screen shot taken directly from your unit would be best, but a photo of your screen may also work if you don't get glare on the screen. You may also need to update both your fishfinders and your Active Target box if they are not running the latest software. Many new units were manufactured before the latest software update, or come with newer software than your fishfinders. All should be on the same version software.