It sounds like the HR has a custom factory config (not the original factory config).
The quickest and easiest way to resolve this will be by using Flashwriter to re-install the firmware and a genuine factory default set of files.
Flashwriter instructions are here: http://www.digi.com/support/kbase/kbaseresultdetl?id=3269
Firmware files are here: http://transport.digi.com/firmware/flashwriter/
To flash the HR, you will need a serial connection and an Ethernet connection, but make sure the Ethernet connection is via a switch or hub, not direct to the PC.
If you are unsure which firmware to install, please let me know the Serial Number and HW Rev (or just 'Rev') from the silver label on the underside of the HR.