I've also had great success with not RTI tech support and the T2C+ remotes. I have 2 in my own home and with probably over 100 of these on jobs I've never had the file be lost from a low battery or even ever seen the screen you described. I can see it being very possible that tech support was right and its in the file somehow. Have you tried loading a different program into them?

As for the remote connection issue I have stumbled on this. I found unplugging the USB and then power cycling the remote will let you regain connections.