Did you read the release notes in the downloaded firmware?
If the rep you spoke to did not supply those notes and somehow it also wasn't included in the download, I'd suggest calling to complain assuming you were loading version 68.61.01 from a link that does not have the warning right below it
The referred document is in the download
as well (the pdf) and the bridge release if needed is here
Release Date: May 13, 2020
Please Read First
Starting with firmware version xx.61.01 the actual firmware file is encrypted. This was done to provide increased security for the VersaLink software. Devices with firmware versions xx.52.01 (PL6-R1) and older, cannot utilize an encrypted software file to perform a firmware upgrade. The xx.59.01 release can read the encrypted file and act as a bridge from the old version to the new version. A bridge* version must be installed before installing the encrypted file.
In addition to the encrypted firmware file, Clone files have increased security and data validation.
Clone files created prior to firmware release xx.61.01 cannot be applied to this install or higher. A new clone file will need to be created for future use. Clone files created with firmware version xx.61.01 or newer, cannot be applied to devices running older versions of firmware.
Please see ‘Versalink Firmware Installation v5.pdf’ for more information.
