Oh, man. Not
this problem again! Way back in 2015, I started a thread describing my frustrating-then-bizarre-then-almost-amusing experience trying to get a proper Shield RSA. Since then, I figured S&W had finally gotten control over this problem, so I'm sorry to learn that Shield owners are once again having to deal with defective RSAs. Hopefully S&W will resolve it for you quickly, so you won't to have to go through what I went through.
However, if you are perverse enough to want to know what a worst-case scenario regarding RSA replacement looks like, read this:
Shield RSA one more time
Good Luck!