Just got a new JTV 69S and I got the same error. I'm using the USB connection on a MAC OSX 10.14.6. Also when I connect using the Workbench HD, it says my guitar is a JTV 59. What is going on? I also cannot successfully download or upload between the guitar and the Workbench. This is very frustrating. Does this work any better on Windows? How do we resolve this?