default password from the label doesnt work after the firmware upgrade

I have a brand new connect it 4 and the first thing I did after logging in using the account root and password on the label was upgrade to the latest firmware. After the device reboot I am no longer able to access the device using the password on the label with the username root. I try admin as well but no luck. I found a knowledgebase that say firmware 19.11 above to use admin as username but cant seem to get it to work. I have a second same device with the latest firmware and I am able to login with no issue. Any help would be appreciated.

Please contact Digi Technical Support at and include the full part number, mac address, firmware version and the issue you are having.