Welcome to the EMO Community Forums, @RaquelFidalgo . . . if it has been a long time since your EMO has been updated on firmware, you may have problems with updating. If you have read through this thread and the tips do not help, I advise you read this for what to do.
If everything still fails, you will need to contact Support at service@living.ai with your four digit alphanumeric code when he signs into the app, the firmware version EMO is on now and a link to a video showing the attempts to update.
My best to you.