I can't download firmware on my Microphoto ..hel

I just recently purchased a Microphoto 8gb. I have never been able to use the radio feature. It freezes the system when I try to access it and I have to take the battery out. I contacted customer support and they advised me to download some firmware that might fix this problem. I followed the instructions. However when I got to upgrade..it says my player is not connected to the computer. This is eventhough my computer sees it as being connected..my player says 'docked' and I can download songs etc from both yahoo music engine and windows media player...so it is there. What can I do to figure this out? I have contacted customer support again but thought I would bounce the ball in this court for a bit.
Any suggestions? I am not a savvy as some of you guys and I would appreciate your ideas.
thanks

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