Burnley Ent had this problem. I dailed in and checked it ou. I looked at the physical and there were no store counts. I went to check the zones and there was no Zones button. the main was set to use SIMPLE PHYSICAL. The remote was set to Use Zones so when the PI polls to the main it reformatted the PI and screwed it up. We set the main to USE ZONES and it worked fine. had to resend the PI.