NAS update

I was pretty sure from the start that the NAS I bought from eBay would not be straightforward to set up, and in that sense it has lived up to expectations. As soon as I started it up, it went into alarm function because it had detected that the data on the drives was not there. To compound the problem, the software I downloaded for controlling the NAS could not 'see' it on the network.
I have now got to the stage where it is visible and have finally discovered the 'reset' button - unfortunately I now need to force the firmware onto the system before I can get any further and I got a bit stuck at this stage.
I will 'open negotiations' with it again sometime this week and see if I can force the update (may be easier now I have found the reset button) - I have been relying on forums for instructions on how to resolve the issue, but have still got a little way to go. I'm not really sure where I go from here if I can't get it working, but there is a support phone number, so I may try that if I get really desperate....