Problem with Tekscope Utility when getting data and saving a csv file in waveform

Hi,

I use Tekscope Utility software with a TBS 2000B oscilloscope. The connection is in usb.

When I want to get data in waveform, the signal does not appear in the screen (see picture "waveform").

Moreover, the csv file generated contains the time column with only the value 0, and the channel 1 column is empty (see picture "screenshot csv file").

On the other hand, the hard copy works perfectly (you will see the signal I try to export in csv in the file "hardcopy").

Please could you help me to resolve this issue?