Cubase ur816c won't update firmware

Hi,

Can anyone help as I can’t seem to get a reply from Cubase.

I have recently purchased Cubase ur816c and am trying to update the firmware on it. The unit it plugged into my PC via a usb socket, but every time I start the update, I just get Error UR is not detected. please check connection and reboot this software. I know it’s connected as I can record in Cubase.

What else do I need to do?

Greg