Unable to update the new frimeware before mapping

Hello we just started the pairing of the Mova 1000. It can be paired easily on the mobile app but then it asks for an update of the frimeware which remains blocked at 0%
The support team seems unable to help me, what should I do to pass this step??
Thanks

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I had the same problem with my Mova600 arrived today. When you first put it in the charging station it shows falsely that it is fully charged, but it is not, it only has ~30% charge. I guess it doesn't upgrade unless it has sufficient battery, but it says nothing so you're left wondering wtf.
This worked for me, immediately after I put it to charge and I tapped "Upgrade" in that dialog window it upgraded the firmware successfully although until then it remained blocked at 0%.
Hope this helps.