[chirp_users] Unable to read UV-2501

Just got a new Btech UV-2501 and unable to read from radio. Error message "radio did not enter clone mode". Then the radio restarts? Anticipating a request for logging files, I downloaded the manufacturer's programming software and installed. Whenever I try to read from radio, the radio repeatedly cycles on and off until I shut down the software. Any thoughts? Thanks, John, N5SU