Wait, maybe they’re confused about what firmware is and why it matters. A brief explanation of firmware and its importance could be useful. Also, maybe advising them to check the device model number to ensure they get the correct version. If the firmware isn't available publicly, suggesting contacting customer support or purchasing an official upgrade might be necessary.
If your box still boots, go to Settings > System > System Update > Check for updates . No USB cable needed. However, OTA often fails on heavily corrupted systems – that’s when you need the manual download. tvip 605 firmware download