Can you identify the parts involved and get their data sheets? Are you sure the device is responding to whatever you are doing to query its firmware?
Do you have access to a scope to monitor the wires used for whatever interface is used for communication? It could be that the device is simply outputting all zeroes, and MPLAB doesn't know what to make of it. Maybe they are pulling the output pin to ground through an external resistor to protect from nosy customers and depopulate that when doing their own debugging.
Just a few thoughts, I havent messed around with these but have debugged a fair share of embedded things.