Help Uniden Bearcat BCD396XT

I purchased this scanner for my husband. I went to Radio Reference and bought a subscription along with the ARC software. I show it scanning but I can not receive any sound. His cheaper Nascar scanner is working perfect. Nothing works on this. I am just trying to get Jo Daviess, Il for him. Can someone please tell me what I need to do for it to work right? I am so frustrated spent a lot of money and can not use it.

Thanks

Tamara