Firmware update problem – urgent

I’ve had the U-trak 24 for some time now, maybe a year or so, and while trying to update to the 3124 firmware update, everything seems to go ok, until I get to the part where a message comes on saying: Unplug and replug your unit and turn it on. When I do that, the same message keeps coming up to do it again. It never gets done, and when I click exit, it says update failed. I wonder if this is a hardware issue too. Marc Trainor.