Does this PRT have a USB connection? And if so, is the port that you are using -on the PC computer- in constant communication/have constant connection? Try another port from the PC to the control box?

And yes: ShopBot support is the right way to go on this. They are fantastic and have helped me with three different machines. I now own two (#3 and 4)... and can't tell you how good they are to work with. They are patient and knowledgeable. Keep your patience at hand, and they can get you through most anything. ( Frank helped me rebuild my control box after a lightning strike fried several components... including my USB cable from PC to Control Box)

Chin up. You can do this.

Monty