This was my guess as well. These have dipswitches to select the game it is in and they need to be set correctly. Even if you put in the effort to do that (I assume you have) it is very easy to get them completely backwards/understand them at times especially with more than one bank. Last but not least, there could be a bad switch even though it is brand new, but that is like last case scenario mode.

Does the attract mode "light show" run correctly and match up to other Harlem Globetrotters games? That's probably a good way to tell if the right game is selected or not.