this message is pointed to Planet-CNC support MK/3/4 not work, not recognized

Hi I have a MK3/4 buyed from planet-cnc. The card not work !!! I nor received any reply from them
not recognized by win 10 and win 7. I have intall a driver but not recognized it and tryed many and many and many times.
error 43 and UNKNOWN DEVICE.
Also the proicedure bootloader not work. when I short-circuit the jump , led blinking fast then I leaves the jump open led slow blinking but always not recognized by device manager. I already send you the picture.
I wait for a them reply a short time because I need use the card
thanks