@dan-hess
Sounds like the problem is with the amp, and not the interface with the app. Based on the past 1 1/2 years of monitoring this forum, there seem to be a lot more interface issues with Android phones/pads than iOS devices. Since it had problems ‘out of the box’, it could well be a component infant mortality issue with the board or a solder connection.
It could take several days for an initial response on your Support Ticket, depending on overall support requests. At times, again based on forum member traffic, it can take up to a week.
Good Luck!