Brenda,
You may want to try and bypass the wallbox and connect directly to the electronics on the board in case that box or its cabling is causing the issue. If that does not help, please contact Technical Support via the knowledge base at www.prometheankb.com, select your region/ language, Interactive Displays, Contact Us. Please provide the firmware and driver version listed in the ActivManager hardware tab. In the Existing case field input case number 226348.
Thanks!