is there a number to call these guys? I need to talk to someone verbally not some AI chat

Uh, no, did you READ my reply where I gave you something to try? Not a single person has said any such thing and this is just something that proves much of what I already said.

HAVE you tried attaching a USB hub to do your update? WHat USB Hub (brand) and what was the result?

HAVE you tried to search the forum for further answers? What are some posts of the same issue that you have read with solutions you have tried?

While I have seen this issue crop up I have also seen it resolved in numerous cases so there are solutions. Maybe you need to speak with support direct and likely, a mod here can help expedite that process especially if you raised a ticket weeks ago without reply, however being the weekend that will not happen for a few days so I would calmly read through what you can, test out a USB hub and rule out all possible solutions so when they do speak with you you can state what you have already tried. One question they will likely ask is if you are using the original NI supplied USB cable and if you have tried another just to confirm.