EM Vents - Advanced MxPro5

Hi 
I have a few sites that i maintain that have AOV systems installed, these are EM Vent systems that use a 2 loop advanced MxPro5 panel. The problem im having is that neither EM Vents or Advanced will give me the access code so i can sort out the faults and take a download from the panel.
Is anybody on this forum able to help?

Thanks

Forgot to say that the default engineer codes have been changed.