Reply to HELP nothing is working!!!

I just got a used vci-100se
I am using a mac book pro17" computer
I have Traktor 1.2.4 (r8092)
I have the latest .TSI from site
I have 1.3 (I am almost positive, you click that button above the left jog wheel and it changes from green to orange, correct?)
#1 when I try to make a loop (using the loop 8 button) it makes loop markers but does not "loop them" i.e it is not active.
#2 when I have 4 decks running pressing play on C or D makes them play for 2 bars (aprox) and then the deck above starts to play.

I have watched Ian's video and my controller dose not seem to behave like his...
any thoughts.
does DJTT provide suport for their products?
Stuart