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I always had problems deleting files from the internal flash drive. Windows can easily make the FAT system corrupt and which results that either copying data or formatting (in a basic method) is not possible. I think this happened in my case.
So I am not wondering that it stuck at this step, however there should have been a system-test before the update which tests the resources (ram memory, read-write to the flash drive, file settings and system) whether the update is possible or not.
Ela: I think you'd better chase them with emails, my experience in my own workplace that if you wait for somebody to come back to you then it will never happen. And they are quite resourceful in figuring out hundreds of reasons why they could not get back to you before and how they were in the middle of almost answering your email, etc.
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