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swedeee-
Call them, that’s the easiest!
Separately, I removed and took mine apart to clean it. I put the mech back on and somehow over tightened the attaching bolt so it was holding the mech in a funny angle, overriding the b-screw. It was acting all funny until I loosened all the screws and made sure the b-screw was resting and engaging correctly.
cjr
@swedeee is it a fairlight? Do you have the special adaptor they designed for the Di2 setup?
I had a similar ish issue when I switched from my Strael 2 to another frame. Fairlight swap out the link between the hanger and the mech body to make it line up better. With it installed, I couldn’t set my mech up to cover the full gear range. They gave me an original shimano one and all was good.
Also, try taking it off the bike and see if it shifts up/down 10 steps.