What is the brand? What are the models of things you have, and please describe each thing. Surely you don't mean you were supposed to send "the file" to Remote Central; to exactly whom should that file be sent? How long have you had this product? Did it always work but suddenly... exactly what doesn't work right? In what way doesn't it work right?

I'm not kidding. All these questions would be asked and answered on the way to a solution.