Firmware Updates lost fader pack. Firmware or personality?

[Oakdale Post]

For seeming no reason I lost use of both fader packs on my D-Control (Blue Model). I was on the phone with one of AVID's top tech who maintained that when you un-install and re-install Pro Tools, Pro Tools writes these "personality" files onto the ICON. Supposedly you go to Setup>Perfiials>>Ethernet Controllers, declare your Ethernet Controllers and the PT Software sees it, rites these new"personality" files onto the ICON.

During e-mails with a senior tech, he said to set the firmware to default, and then when declaring the Fader Pack, Main and surround if you have it, a download starts. This the way I have updated firmware in the past.

Ideas? Please? Help?

Profile says 10.1. At 10.3.3 now.
Thanks!