Thanks, the fact I've sent files previously as attachments should be a clue that I can manage this bit. So could you please offer exact directions on how to locate and extract the log file from the SmartNow Brain?

See screenshot.

Thanks for the screenshot.

So this was what I had been trying to do previously with no luck. I go into settings/logs/activity set to trace then go to admin root/logs and click download. As per my screenshots the activity in the task bar shows it is working, but after about 15min that simply turns to done without any firther activity. I've done a quick search on the PC hard drive in case it place the Tonido.og file somewhere, but no luck.

I've copied what the log said and place it into a word doc (again) and attached. Not sure if this helps.

Grant from SmartNow has the password for remote access and I'll be away for a week in a couple of hours so feel free to remote in for a look.

Can you use Chrome instead of IE to download the log?

Sorry, I've been away for a week and just got back. Yes Chrome worked where IE didn't and attached is the log file.

Thanks.

In the log file, we don't see the update attempt:
Can you repeat the update attempt and then re-attach the log file?

Ok, what about this log file?

Actually, the new log file attached may give more info as it was able to go through the whole process, say there was an update for the system but couldn't load the update.

Thanks.

Yes, something is not right. We need to get you a package to manually update your plug.

OK