Mike,
My experience of Routout CNC was that their service was excellent, I needed a part for an older model control box and they were able to find me a direct replacement which was very reasonably priced, I'd done the fault finding and identified the part required though.
I'm not surprised that they may not want to get involved in remotely fault-finding a second hand machine/PC/software, imagine how much time can be spent in a year helping people with second hand kit who will never spend any money with your business.
This is definitely the place for free support of second hand equipment ;-)
Regards,
Nick