@anonuyqepgkl
Hi Mitch,
When it comes back online, please connect to it with eCatcher and then create a backup using eBuddy by selecting the device, click on the Backup/Restore button, Next, Check the box “Include Support Files” and download that file. Attach that to a return email to me and we’ll take a look and see what’s going on with it.
The firmware update instructions are here: https://websupport.ewon.biz/support/product/upgrade-ebuddy/upgrade-ebuddy
If you are on version 11.0 or newer, you can update remotely, but there is a small risk or losing connectivity. You shouldn’t need to manually download any firmware, eBuddy should be able to do that automatically for you, but you can only update to the next version each time, so if you are on 11.2, for example, you will need to update to 12.0, then update to 13.0, then 13.2. If you want to wait until we review those logs, we can assist you with the update.
Thanks,
Kyle