login invalid

Hi all ,

I have a new appliance demo from Symantec .I already configured this appliance as media server but here I faced a problem that " cannot find RAID card" and the 4 T of capacity could not be added to the backup system. I tried to reimage this appliance using the USB stick coming with the box. After successfull reimage steps I  entered the defaualt user name and pasword which were used  before reimage but I got " login invalid". I create support case for this but till they responce does any one faced such case ?is it software or hardware issue ?

Regards,