Here's the email contents in case anyone needs the instructions in future:
My advice would be to downgrade to the previous firmware using the reset button installation method.
An alternative if you wanted to try and get the latest firmware working would be to do a full reset by installing firmware 1.1.0.7 according to these instructions: http://en.egreatworld.com/comunity/index.php?threads/solved-a10-will-not-boot.836/#post-4954
Firmware 1.1.0.7 is here: http://data.egreatworld.com/A10BD_EN/firmware/A10BD_EN_Firmware_20170119_v1.1.0.7.rar
Doing that will reformat internal storage and install base firmware. From there if you install latest firmware I think it will operate correctly.