OR500LCDRM1U Not Recognized

I purchased the recommended CyberPower model OR500LCDRM1U so that I could be in compliance with the required systems and to ensure i had battery back up. Customer Service Support has been completely useless. I asked which version software to download because it is not showing up in the console when I plug in the USB I have rebooted and done every thing. But there is software needed.

Why doesn’t WD put the link the correct software to install with the list of recommended devices? Why can’t customer service actually give me an answer that is not in the scripts.

This is a poor customer experience. And would be one of the reasons I would not suggest the hardware to someone.

So who has suggestions on what I do?