Hi @words 

Thanks for posting in our business forum.

words wrote

  @Clive_A I've opened a support ticket on this. A firmware update should not require a total reset of a device, that is a bit extreme no? Is this common for business products, expecting a customer to reset their devices to do a simple FW upgrade? :)

This is the first time I ever met such a case like yours. Never seen such before. It should not require a reset but if you say that you have done everything correctly but it still does not allow you to upgrade, that'll be strange.