Z-Strips Not Even turning on

So I just bought a brand new z-strip with 9 feet to start. I got one strip connected and lit up but it only happened once and now it will not show up in the app or the networks even on other apps, and now when I plug it in there is no lights either. Help me I want them to work what happened, I also never updated the lights because it would never load the actual update.

P.S. i have held the reset button in too with no lights or colors too

silly thing but why not contact support… that’s what it is there for