@beatlesdbp Your pi boy came with a pre installed version as you said (with roms which is illegal by the way, as it the reselling/commercial use of recalbox and most if not all emulators).
There is no way to know what this os is exactly, how much customization was applied to it, or even what version of recalbox it really uses, and what they possible broke.
There is no support on this forum and/or from the dev team for such versions, as there is already more than enough work on the official version support
So if you want help, you need to install the official version, at the risk of your piboy not working anymore if your vendor/builder heavily modified things without documenting them.