Update remote computer

I am already trying for a month to update the remote computer!

It does not update!

remote: windows XP-SP3, TV 12 running.

My computer Mac OS 10.13.6 running TV 14.

When I follow the instruction remote update: on the remote it will download TV14, but after the download  nothing happens, it does not install the downloaded file (I tried already 12 times). After 5 minutes or so the connection is cut off.

I tried to get support here and in the company: no way to get it.