@melopdx 

Frist thing to confrim is that you have succesfully connected the product to your home network and are not on the default SSID that the Smart Plug generates.  This network is a local only network and does not have internet.  Its sole purpose is to connect to the device to configure it to link to your Home network.  Once on the home network the device should have remote access and you should be able to update it. 

If you are on your home network we would need to know what router you have.

@Carl  thanks. 

I am on the home network. 

My router is a nighthawk R7450. 

@melopdx 

Okay, so next what you want to do is log into your router and make sure the smart plug's communication is not being blocked.  If you can't figure that out you can try this process to determine.

1.  Assign a Reserved DHCP address to the plug.

2.  Put the Plug into a DMZ.

3.  Test to see if that plug in now working,

If it is then there is a setting on the router that was not allowing the plug to function and a call to Netgear would be in order. If not we may need to issue a replacement to make sure its not a defective plug.

@Carl  Thanks for the help. After going into th erouter I could see it was being blocked. I fixed that pretty easily and everything fell into place. All good here now.

Thanks again.