NXT Brick will not update firmware I'm running 6 NXT robots in an introductory class.  

Occasionally we've had bricks that would not accept a program and I've reset the brick by pushing the reset button under the battery pack as well as pushing the button under the USB port, experiencing the blank screen and "click..."  

Re installing the firmware usually gets them going again. I have one brick that when cleared and reset will accept a download, but when the program is run, port B drives the motor at full speed, and nothing else happens. 

I have reset the brick many times, and the problem still exists.  I sent a query to LEGO and got a computer generated response that there would be contact in 1-2 days.... nothing after a week,  Sent the same query again and got tho same auto response.... still no real contact (after 4 days)  

I'm looking for suggestions.
I just got an e-mail from LEGO that was the real fix:


  
  Make sure the NXT brick is unplugged from the computer and take the battery or batteries out.
  On the fourth battery holder down from the top, there is a black rubber button.  Using a paper clip, please press down and hold this
  black rubber button for at least 20 seconds.
  Put the batteries back in and then press the orange button.  If the brick makes a clicking noise, this is a good thing.
  There is a silver button on the top right connector peg hole on the back (there are 6 on the top and 6 on the bottom).  Using the paper
  clip, please hold this silver button down for at least 20 seconds.
  If the brick is clicking, please plug it into the computer and open up the NXT software.  Go to 'Tools' then choose 'Update NXT Firmware,'
  then proceed the update the NXT firmware.   If you get the error
  "Cannot Locate," then please go through the following steps:
  With the brick plugged in and clicking, go to your computers device manager.  To do so you can search your computer and type in device
  manager and hit enter.  
  In the device manager, find the 'Ports (Com &amp; LPT) and click to expand this.  You should see something that says 'Bossa' which you
  will right click and choose 'Update Driver Software.'
  In the next window, choose 'Browse my computer for driver software.'
  In the following window, choose 'Let me pick from a list of device drivers on my computer.'
  Choose the options that says 'NXT' or 'LEGO NXT' (one of the options will say something along those lines) and click 'Next."  
  Once the update is complete, please open the NXT software and try running the firmware update again.
  Please note that the NXT brick needs to be clicking the entire time as there is a timeout function on the NXT brick which turns the brick
  off after a certain amount of time.  If the brick is clicking, you
  know it is on