Bully dog GT won't update

So is it just me or is the bully dog support team just terrible? Called this morning and waited on hold for an hour then decided to request a call back. 2 hours later still no call back. Called again and they said to go go online and try email or chat because support is maxed out then click.
Been waiting for an agent on chat now for 30 mins.
I'm literally unable to do anything. Just got my new bd GT, popped in the sd card, let the agent update, went into the tuner then change vehicle, selected my 17 tundra and then got error 011 saying incompatible software. So i went back and tried to update with the agent, says i'm up to date.
Read that i should try deleting everything on the sd card except for gtgid.gtg or whatever the filename is.. That file does not exist in my SD card. The closest was gtuidf.gtg so i kept that file and retired the update. Nothing, says my sd card was up to date even though there was no data left on it. I deleted everything and started from scratch, same 011 error.
Has to be some kind of software issue on bully dogs side right?
Really irritating because i can't just sit here and wait for them but apparently i have to because were not supposed to run the tune outside of business hours in case something goes wrong. I mean whats the point anyway, i can't get a hold of them regardless.
Any suggestions?
Anyone have a copy of the files i need that do work? I know how to run the tune, just post the folder on a dropbox link and i can download them then go from there. I'd appreciate it!

 

Years ago I bought a BD and the support team was great. I’m surprised you are having so much trouble even getting ahold of them. Did you buy it from BAM? If so, maybe give Keith a call to see what he can do.

Also, make sure that the gtgid.gtg file isn’t a hidden file on the SD card.

 

I got it from Keith and emailed him already.

 

I had that exact same issue when I purchased mine new 4 months ago. Even deleting/reloading all files like research indicated got me nowhere. Tried the phone route and nope a dead end. Tried the chat option and got someone right away who helped get the files I needed loaded within a few mins on screen share.

BD must be 100% WAH is my guess but they are there

 

They got back to me later that night actually. So backed up from being understaffed due to covid of course they're working 3-4 hours OT every day.
Turned out to be a software issue, they remoted in and dropped the right files onto my desktop and the tuner finally updated correctly. 30 mins later i was tuned.
Still a typo on the software just saying the tune is for 2010 to 2014 tundras. Regardless, you'd think they'd get on that. I can't possibly be the only one with this issue. If they're so backed up then why don't they hire more people?
I'm still happy with it.
Lifted 2017 TRD pro on 33in BFG all terrains running 14.2 quarter mile. That's impressive to me. I'm sure that's nothing to anyone else but still its a giant freaking truck and heavy. MPG has even gone up.
Now to regear to 4.88's and hopefully get the real performance upgrade.