Xilinx Inc. Customer Service Issues

Hello. I am a student working with the Xilinx UltraScale+ ZCU102 FPGA board. I am encountering difficulties connecting the FPGA to my computer. When attempting to connect via the serial port using Putty on both Windows and Linux, I am only met with a blank screen and no response. When trying to connect via SSH, I receive a "CONNECTION ERROR, connection refused" message. I have tested this on both Linux and Windows with the same results. I have downloaded and extracted the image file onto the SD card: [redacted]-12-04-zcu102-desktop-stretch.img.zip from Xilinx's website. Could there be an issue with the boot image file I extracted? Are there other files I should include on the SD card? Why am I not receiving any response in PuTTY through the serial port? My goal is to use this FPGA to run the Xilinx AI SDK examples.