'Unable to drive", software update, installation problems

Not sure where to post this for info purposes. I'll keep it short as I can. Last night a software update was waiting showing in the app. I clicked to do the install and went to bed after seeing 10% in progress. Get up this morning to find a message on the display to call service and 'Unable to drive'. Thumbwheel reboot did nothing. Multiple calls later after getting transferred twice and getting hung up on, I finally get someone that tells me that I need to initiate the install again and give it an hour. An hour is now up. Has anyone else had a problem like this and what was the fix? I will update this once I get a fix.