this usually has to do with the client software not matching the firmware version on the proxmark3… if it was actually not connected then you would be in offline mode inside the proxmark3 client. if you bought a PM3 Easy from us then your best bet is to update your rrg/iceman code to the latest version, make it (build it), then flash it to the current version so your client version and firmware version match.
we ship our proxmark3 easy without any client software because the intention is that you update it to the latest rrg/iceman version once you receive it. doing so from stock firmware is a super pain in the ass, but updating from a recent version of rrg/iceman that ships on the proxmark3 is easy peasy… but maybe it’s not clear enough… maybe i should make a video.