z axis flashing question marks.

i just got an ender 3 v2 neo and my z axis keeps flashing question marks and auto setting to 10. i have auto homed. reconfigured, stored configuration. and attempted to move z axis with knob and nothing is working with z axis. i have even replaced x axis motor and nothing is changing. i need help. System info shows v1.1.8c

when 'moving z axis, motor will only move item upward.

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