Having the exact same issue now. I was on the 17.11.17 update, which that one was over the air download it did back about august 17. Ever since then I kept getting the error message to "service vehicle phone (9-1-1)" and the light on the rear view mirror would turn red. I went to the dealer about this but they could not duplicate the problem so it could not be fixed.
Yesterday I was on the phone with uconnect care and the guy told me that an update was available for my truck that may fix this issue. So I downloaded it to a thumb drive from my laptop and tried it in the truck. Following all directions as instructed by the uconnect website. The file gets stuck on 72%. Sierra wireless: bolo file install failed. Please remove USB stick to reset. So I take it out, it goes to a white screen that says, please insert update USB. So I insert the drive and I get a black screen with an hour glass on it that says it could take 2-5 minutes. The update starts over just to get stuck at 72% again. Regardless if the key is in or not the radio just trys to update.
I went to the dealership and they want to charge me $270 just to try to update it and no guarantee that it would work. They regurgitate what I told them in the beginning that I probably will need a new unit, in which case will need $991 they say. Or I could spend a little more for an extended warranty and it would cover the raidio.... figures, I shouted as I walked out of there pissed! I really just got the impression that if they were going to be there on Friday afternoon they were going to make me pay top dollar for they're time.
I just disconnected the battery last night to keep from running it down overnight. I found this page and tried to pull out the USB as it is in the pre-installation progress and thereel is a pause and the screen goes black. Only to start the process over again. The worst part is that I can't control my A/C controls and it's ******* hot! I don't know what to do....