Idk never heard of that. From what you describe, it seems like all your software is there but some is not in your path. I don't know how to change it in Windows and assume that's what you're using.
You say official website in all caps but leave no url?
This one is them:
Fwiw I have never heard of upscaling and didn't know that was possible. I have an old made for tv movie that's hard to find. The copy I have is a 1gb mp4 file but the video bitrate is something like 600kbps and resolution is very small. It's made for tv movie shown as rerum, taped to vhs, ripped to divx, and years later I found streaming mp4 from this. Sound is ok, looks ok on small tv, but I would love a bigger version without distortion or giant file size.