I also know at least with my DS 708 I down loaded the updates through my PC software suite which was much faster than through the tool and did the updates one car make at a time, and rarely had any problems.
   If you bought your unit with serial #'s recorded by Autel US to be ones sold by Authorized distributors in the USA dealer network you might get someone like that Larry guy in the USA to help , but if you bought it rock bottom priced mail order from China,Amazon , or Ebay,even if it is a legitimate Autel unit you'll have to go through support in China.
   I can't see why with Team Viewer and an internet connection ,support can't  just take over your scanner remotely with a remote session  and sort things out on your scanner within in 20 minutes ,rather than you listening to someone in broken English what is your problem , and you can try to do this or that  yourself to remedy the situation.Support take a look at my scanner remotely yourself and tell me what you can do to fix it.