Unable to manually update

Hi all,
I am unable to manually upload the firmware to my clould ex2 ultra. The firmware I have is 105MB and the file is called My_Cloud_BVBZ_2.31.204.bin and is downloaded from the support.wdc.com website.
WD support have confirmed that the file name of the firmware is right. I specify the path of the file and then hit install and reboot which is the only option. The file begins uploading and stops at 0%. I have tried downloading it 3 times with the same result. I rebooted the NAS without success. I have also done a 5-minute rest on the NAS and have tried uploading the firmware. Again, no go.
I have raised a case with WD and am waiting for their support to get back to me.
Is there anything else I can try?

Hi,

You could refer to the following link: https://support-en.wd.com/app/answers/detail/a_id/29484