bass button update on Arcam rcube

Purchased rcube last week after a 1 week trial. The unit loaned to me had no issue with the sound cutting out when the bass button was pressed in or out which is what happens on my unit. My dealer told me that there is an update you can obtain through Arcam so I sent an e-mail 5 days ago and got no response. Found their phone number and explained my problem and was directed to Arcam's table of resources to solve the issue. Did as was told regarding using a clean usb to extract the files but still no joy when inserted in the cube despite following instructions. Called Arcam again but spoke to a different person who could not think what might be wrong and said would call back but never did. Took the unit into my dealer today and he too got no joy despite using 2 different usb's. He has e-mailed Arcam on my behalf. Does anyone know what the problem might be?!