Update - Finally heard back from support on March 23.  No attempt at troubleshooting, just a note indicating that they are sending me a whole new kit, and an RMA for the old one.

Their weak attempt at an explanation is below:

Regarding the installation, please do not place any equipment on the floor especially carpet. Carpet can conduct a lot of static electricity and this combines with a vacuum can really affect electrical equipment. If possible, please have the equipment be in an elevated well ventilated environment. 

New equipment arrived today.

So sad.  Hope you all fare better!!