Pimax 5k plush pitool error

i just received pimax 5k plus today and tried to connect to my pc and keep getting disconnected error 10500.
so far i tried redownload pitool, using older version pitool,restarting computer, changing usb port and HMD port, updating nvidia and also tried samethings on another computer and both of my computers are rtx 2080 sli. i was wondering if its my software problem or this usb cable is broken…
if anyone had same problem as me let me know how you guys solved it thank you.