Sorry to hear that! I understand that this can be frustrating.
How does it crash? is it freezing? (RM can take very long sometimes, so maybe waiting few minutes even if it seems frozen is no bad idea)
Is you KPA OS 8.6 or higher?
Does RM start/work correctly without KPA?
If yes:
Have you tried a different usb port and cable?
Well thats just a guess, but if your RM crashes all the time when it tries to sync the rigs from the KPA, maybe a broken rig on the KPA is the reason for it. I would make a backup of the KPA first, then delete all rigs (or/and set it back to delivery state) and try it again with the KPA "empty".
Good Luck!
Btw: My experience with the support is very good, hard to believe they didnt even anwser you.. ...maybe you try a 2nd mail?