Hi,
Can you please add temporary FTP and back-end access so we can investigate the problem?
Are there any error logs or any error messages availalbe?
First thing you can try is re-installing the plugin, in very rare cases, when there is either a minor temporary server outage or a script failure the files may not be copied correctly, or the extraction fails. We have seen that maybe once every 5000 installations, so it is rare, but happens.