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Not able to install firmware update 1.1.0 (k4) on iMac Yosemite 10.10.5

I am working on another issue related to my Multimix 16 USB 2.0 and my iMac running Yosemite 10.10.5. Tech support suggested running the firmware update 1.1.0 (k4) for the Multimix, but I am not successful. Getting some greek-looking letters and an error message "Device not found." Any suggestions?
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