Why printer "Homes" 4" above build plate?

My brand new printer during preparation to print "Homes" the print nozzle approximately 4" above the center of the build plate. I have reached the limits of what I know trying to fix this. I am now wondering if this could be a software coding issue telling it the wrong height for the Z axis. I have also been in contact with the company and they have been offering help as best as they can through emails but none of their fixes have helped.

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