CHIRP

I have properly downloaded the Chirp application, and I believe I am following the procedure for connecting / cloning the RT21 but I am unable to connect to the walkie to program the frequency's.
If someone would be able to assist me I would greatly appreciate it.

Full story:
I had a technician at my store that had reprogrammed all of our walkies, so that every channel is on the same frequency. The point there being, nobody could accidentally be on the wrong channel. He no longer works for us, and I would like to either reset the channels to the factory setting, or be able to program the new walkies we purchased to be the the same.

Running windows 10 on every computer I have attempted this with.
Error message that I am getting more often then not says "refused to enter programing mode"