How to change a commercial device configuration?

We sell ReSound TV Streamers, which is an interface between a Hearing Aid and a TV. So a Hearing Aid user can listen to the TV directly in their hearing aid.

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Problem:
This device shutsdown in 10 minutes if its not streaming anything, but, for a specific patient, we need it to stay on forever, it does not matter if it streaming or not.

I wanna know if there is any chance I can enter this device properties through software (it is an USB device) and find where this information in programmed.

I’m feeling the only way to approach this on going “behind the curtains” and try programming this myself. Can someone give me the first steps to this? How can I search for this on Google?

[EDIT] After a few minutes of research, I found that this may be a firmware related problem. Maybe I need to get inside this device firmware? How? 

Extra info:

  1. It is an USB device (only used to connect to computer)

  2. We tried reaching our supplier (ReSound) and they said they are not going to change this for us.

  3. In instructions manual there is nothing related to this

  4. There is a ReSound software which I can update this product

  5. In this software there is no configuration to where I can change this 10 minutes shutdown property