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I bought a dso4254c oscilloscope with exactly the same problem. Correspondence with the service from the official Hantek store gave nothing. Contacting the service on the Hantek website also did not give anything, they simply do not respond, although the website says about support 24 hours a day. Hantek are just scammers, they sell low-quality appliances and do not provide any support. If you want a good instrument, buy from Keysight, Tektronix, Le Croy, Rohde & Schwarz. And Hantek sells consumer goods, not serious equipment and deceives its customers.
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