rabbit

Hi guys, having trouble with resetting the ink Pad counters on my Epsom TX800 printer. I have downloaded the Rest tool for iMac, and purchased the reset key but when I go to use the key, and its showing a banner connecting to remote server, after about 30 seconds I am getting an error saying that the internet connection is lost but it is not. Connection is stable and all other actions are working across the internet. Does anyone know the answer?