well finally managed to get it to update - sharing how in case anyone else has the same problems

 

took a while to get any response from PrimeSupport, but the message was - 'here is a link to the file you need to download, here are the instructions, and it should work', which wasn't too helpful especially as I had already told them what I had already tried so telling me to read the same instructions again is a bit unhelpful. Anyways, asked if they could give any detail on what target format the USB stick should be, and they confirmed it should be FAT32. So at least that excluded FAT16 so played around some more with this.

 

 

- already had various USB sticks formatted in FAT32, had downloaded the file from various sources (nl site, uk site, primesupport site) etc, reformatted the usb sticks etc; didn't work

 

- I use a Mac, so also tried to download and unzip it on a windows machine on a FAT32 stick; didn't work

 

- then decided to reformat a USB again, but this time on my mac, but running VMWare Fusion with a virtual Windows 8 machine on it - and then it worked...

 

very vague as to why one version of FAT32 works whilst earlier FAT32 formatted sticks didn't... but in any case I got it to update.

 

So it was helpful knowing format I was supposed to be aiming for as the published instructions did not give any details on format.

 

Also - now that the projector is updated, the 4K database setting works better - when I played Elysium (a Sony 'mastered in 4K' movie) before the update the picture would be much grainier when I set the projector to use the 'mastered in 4k' database; now after the update the pictur eit is no longer grainy on that setting.