Hello & Welcome to Just Answer,
Sorry to hear of any issue you are having with your device.
To help you with this issue, may I ask:
1) Was/is the device FULLY charged - before starting the update process?
2) Is there a line of text - right below the progress bar - that says what should be happening? That could say "downloading files..." or something like that.
3) Is there ANYTHING ELSE running on the computer - that might be using internet access?
4) HOW LONG was the download in progress (approximately) and how long has it appeared to be stopped?
Please use the REPLY box below.
If you see ANY requests for "additional services" - such as a phone call - please understand that these are sent BY THE SITE (and not me).
Feel free to DECLINE any such offers, and continue in this text/chat form.