Device to firmware update can not be reached, definitely no direct support by manufacturer! (FHEM / RaspberryPi)

The configuration adapter was delivered quickly and well packed. My plan was to use this in combination with the FHEM software on a Raspberry Pi. . According to the following instructions should integration be not rocket science: [...]

After delivery, I have successfully connected the device and the software on a Win7 (64bit) system installed. Using the supplied utility "HomeMatic LAN Interface Configuration" then I wanted to make the appropriate settings. The program also allows updating the firmware. This I have done. As far as I was able to follow that the software has been downloaded, played on the device. Then, the machine will automatically restart. After that it was no longer accessible on the network. A ping to the previously assigned IP address was not successful, it was also awarded any other IP address. Test, I've also tested it in a totally independent from the first network network. The LEDs on the device could be seen that a connection no longer works (DHCP on the network but active). As an experienced system administrator of a network with 250 computers, I thought to myself that the infrastructure is OK and the problem is due to a defect in the device. So I returned the unit and ordered a new one. Since I have not brought the problem on the first try directly with the Firmewareupdate in connection, I also introduced an update by the second device. Result identical device then no longer accessible. Since only the corresponding button in the software is to click on the uploading of an update, I would almost rule out that I did something wrong. Even otherwise, the domestic network is very stable and without interference. Before the update, both devices were also easily recognized.

A search on the Internet revealed that there are many other buyers with the identical problem. Among other things, you will find the following link a corresponding thread: [...]
A solution I could not find in the relevant forums, possibly can give me a tip someone in this way.

So I have tried to support the manufacturing company eQ-3. The response time of three days, I could live. The content of the response is difficult. I was referred to the supplier, here Amazon. Whether and which supplier is actually behind the order, I can see nowhere. In the order summary we find the words "sold
by Amazon Services LLC. "I've tried the manufacturing company to announce that it makes little sense to turn to Amazon, as a pure distribution company. This information reached several times the recipient, the company eQ-3, which each in a reply mail it indicating that there is no support for end users. The flexibility of local support, if one can speak of support at all, tends to zero.

Lack alternative I returned also the second, and will now look for another system out. Use devices, with which I can not find a contact person in case of an error, I do not want to use.

The device might like afford his services, I could not test that. However, it should not be that, on a associated with the device software offered firmware update resulting in total loss and the manufacturer refuses to support.