I also have this piece, and have found Arcam tech support to be pretty resposive on roughly a 24-hour basis. Have you contacted them, and they just aren't able to help you?
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First person I would call is the dealer - if you bought from a dealer.
The other contact would be the Arcam USA distributor, Audiphile Systems Ltd, in Indianapolis: 317-849-7103/317-841-4111. I've always had very good tech support from these guys, and if there's a problem with your unit, it'll go back to them in Indy for repair.