How long should the firmware update take?

My MyCloud Mirror Gen2 began to auto-update to the latest firmware at 1:04pm, it’s now 2:19pm and it hasn’t finished; is it normal for the update to take this long, or has it frozen?

Sometimes, due to encrypting and decrypting of downloaded firmware data would take time to completely update the device. It is recommended to don’t interrupt the firmware update process as it may affect the functional behavior of device.

4+ days later, still nothing; WD support just kept telling me to wait, then never responded when I got back to them. Oddly, once I called them out on social media, they promptly escalated my issue