I have experienced the same with FLIR. On the one hand they helpfully provide a lot of documentation and software downloads via their support site, yet on the other hand, Customer support will often say that a product is obsolete and support has been withdrawn. They then say that the documentation or software that you are after is no longer held by them. I have a feeling that the documentation and software does exist within the FLIR company but is not on the Customer Support server, so they cannot provide it. With my SC4000 I was told that because it was obsolete FLIR USA could not provide the USB Driver or BIG GUI software. They further stated that they did not have access to a SC4000/6000 at FLIR USA. Technical support reported that none of their staff had worked with the SC4000/6000 so they could not offer any support to me. Thankfully a very helpful person at FLIR USA forwarded my emails to their dedicated scientific camera department located in Paris, France. A very friendly and helpful chief science officer at that department knew my camera model and explained that much of the software and documentation was no longer on FLIR support servers. It was effectively ‘lost’. He kindly searched for the software on some off-line servers and data repositories and came up with all that I needed. This chap went above and beyond his duties to assist me and he even provided his direct email address in case I needed help with the camera.
On another occasion I had a licence for a specific version of FLIR Researcher, but not the software disk. I asked FLIR USA for the software and was told it was obsolete and no copy was kept on their support servers. The helpful support officer had no way to obtain the software for me. I wrote to my friend who is a VP at FLIR and asked for his help. He asked the engineering team to look for the software in cupboards and on their internal servers. They found it for me
It was a case of searching servers for a ‘hidden’ copy of the software that cannot be seen or accessed by the customer support team.
Fraser