Live-chat and phone support is not available for RealSense products, unfortunately. International support is provided through the RealSense forum.
Can you describe further please the problem you are having with firmware update, such as any error messages displayed?
For future questions, please note that the RealSense forum has moved to a new location at the link below, so new questions after this one should please be posted there. Thanks!
https://support.intelrealsense.com/hc/en-us/community/topics
