GM-F4 Not working?

I downloaded the software from here for the GM-F4 mouse - but the software only says that the device is disconnected… which seems unlikely because it is plugged in and the 4 LEDs on the back of the mouse are lit up. What can I do? Could it really be broken? It is brand new and I have never had a mouse “break” on me in my life.

That would be a surprise, please contact our support via email support@aukey.com

same here.
mouse lights are on on logo and wheel but software keep saying “device disconnected” always. tried using a usb3 port, disconnecting the dongle, using diffrent cables, changing the switch underneath the mouse but nothing