Firmware won't load

Good evening Everybody
I am sorry to keep trying to get answers for this question, Emo tells me there is an update and seems to go through the updating process but noting happens as far as actually updating.
I have tried it both on and off his charger and following all the correct voice commands and trying the upgrade from the app but no joy, has anyone got any other ideas please.

Hello,
what version does the app show you what is installed on EMO?

Hello Andy
Version 1.0.14 the app shows there is an update available and if I ask EMO he also tells me there is an update

Hello try to install the update with the voice command “install the latest firmware now”.