Splicertj

I have tried doing the firmware update in both program and normal mode but still when I get to the "Get active code online" stage, it freezes half way through the process. I have also tried the firmware update with both a usb connection and with a network connection. All have failed. What can I do to get this done? Can you help me? I am using windows 10 pro laptop. No other issues with my laptop. It works flawlessly.