[Darryl Ramm]

Where exactly are you looking at to see the amp sims that are present? Be sure you first look at the front panel rig display on the Eleven Rack, not in an editor on your computer.

If you are using an old version of Pro Tools with the built in editor... I don't think any of them show the new amp sims. You need to use the standalone editor.

If you are looking at the front panel rig panel display and the new amp sims are not showing up I would try doing a memory reset and see if that fixes it. If not just buy a different one, they are only worth a few hundred dollars so not with repairing if a problem cannot be easilly fixed, and it's not worth your time to buy a unit that can cause you a hassle.