Given that you've already followed the instructions in the error message and contacted support, I'd assume you'll just have to wait for them, BUT, as a long shot, I noticed that you're not on the latest firmware... So if you're still waiting, it might be worth just connecting it to rig manager. Theoretically, when you open rig manager, it will automatically offer to update to the latest firmware 10.2.3 , which should overwrite everything and get you up and running again. Please note, I'm not an expert, but that is what I would try.