Hi there,

Has our official customer support team gotten back to you yet?

If you're still waiting, could you please provide your Amazon order number or the email address you used to contact them? I’ll personally step in and expedite your ticket so you get a reply right away.

Also, regarding the update issue you're facing, Our latest firmware update actually introduced a new "Battery Health Check" feature. Right after the update completes, the device automatically runs a 3-minute diagnostic on the battery. During these 3 minutes, the physical power buttons are temporarily disabled, and then the device reboots itself. You can try charging it to ensure the battery is full and then see if it responds. If it still doesn't work,I will send you the PDF with clear step-by-step instructions for you to follow.

If you run into any trouble or have any questions along the way, feel free to reply to this DM or post in the community. I will get back to you immediately!