In summary of our call, you are having trouble accessing a Cosy 131 device due to a conflict with the VPN address. We are currently at the stage of attempting to create a backup, but the default credentials are not working. You are currently performing a level 1 reset of the device to clear the user information.
Once complete, use the default credentials that I provided previously to create the backup with Support Files, and attach them to this ticket.
In the mean time, please let me know if you have any additional questions.