It may be the firmware file was corrupted, especially if the file was sent to the customer using Lotus Notes, or Salesforce (bFO incl).
Have customer navigate to C:/User/AppData/Roaming/XWConfig/Firmware
Make sure the .xf0 file is saved to this location UNZIPPED. The file size should be >500KB.
Also verify it is the correct firmware for the model, and for the correct voltage (120VAC or 120-240VAC)
If a message pops up that the firmware is not found for the selected device, it may be necessary to rename the firmware file
by removing "-01" i.e. 865-1000-01.01_07_00.BN0003.xf0