new X5SS has been updating for over an hour is this normal?

What's exact message?

as seen somewhere else

reboot it

Tried that twice no luck

Since it is a new box, you can try just doing a factory reset and let it try to download the update again.

Here is procedure for the 4500, but procedure is the same

https://stbtalk.com/topic/300-factory-reset-hard-reset-xr4500-xrs4500/

 

as nbs. mentioned do you get a message?

did you buy the box from buzztv or another source?

I buy all my boxes from buzz. I have been trying to get the up date but after hours at a time nothing. I'm going to try a reset next by the looks of it.

You can email buzz or pm allaboutbuzz with your device id and ask them to send it to your drvice

Buzz was unable to update so they asked me to return it for service.