Thanks for getting in touch. The BotBlox ticketing system is the right place, we did respond immediately but didn’t get a response from you. Would you check your spam filter and let us know if it was blocked… Super important we know our ticketing emails are getting through.
To your issue, it is possible that you were shipped a combined of old and new units; the firmware is a relatively new addition and so some of the older shipping units haven’t been updated.
I’ve emailed your colleague Daniel just now with the firmware needed and below is a guide on how to upload the firmware.