Firmware updates

Hi, I just bought and set up a new Wazer Desktop. I ran one of the preloaded files without any issues. Then when I tried to run my own I got a firmware update message. I followed the instructions for the update with hp valve but no progress, a blank screen infact. Next the company I bought it from sent a new card preloaded with the firmware. They confirmed I was good to go when I sent a video of the lights on the control panel, but it’s still not working, the firmware says 2.2. Any advice would be much appreciated. Thanks in advance.