I had this same issue and was pretty frustrated that I could not find anything on the internet that addressed the problem. The best I saw was try resetting which is not a lot of help. I messed with it enough to finally figure it out at least for me and hopefully it will work for you. First make sure that the watch is fully charged. Reset the watch - then it will pair and ask you to wait a minute. After it finishes don't go through the tutorial immediately put it on the dock. Once the charge screen comes up push and hold down the physical button until the watch face appears. If the tutorial pops up try to bypass it and go directly to settings. Once in settings go to the update and it should work. It takes a long while and it goes back to blank screen and/ or charge screen. I was not sure if it was working so I had to mess with it by holding down the physical button. Some times it would show me the download status and other times it would not - you could go back to settings and it will show you the status. The download did not seem to mind me interrupting, but maybe you can be more patient (I did not however, ever remove it from the charger.) I finally had success and it was worth it as it makes the watch even better. I even signed up for an account here just to post it because I know how you feel - I hope this method works for you as well. Jesse