I wouldn’t buy that story. Their online chat Support told me the same nonsense. Then I spoke to a US Support Agent to troubleshoot the Snapshot Capture feature which wasn’t working, he told me my Firmware was outdated and was unable to update after multiple Forced attempts. Ultimately he sent me a replacement unit and after installing that one it updated and everything works great now. I think you need atleast 2.1.01005 to have that feature work.