The troubleshooting file is compressed by default. In order to open and view the files, you will need a decompressor such as WinRAR. You can also send it to me if you like, so I can check the behavior.
On the other hand, if you had already registered the device via RMS and lost connection because of this MAC problem. It is most likely that the communication between the firmware and RMS is failing. If you can send me the troubleshooting file as I mentioned, I can check it better.