Thank you so much to everyone that weighed in! We ended up submitting it to an outside company that manages our tech, and they said it was a battery issue. They might be able to replace it, or maybe just the laptop itself if it falls under warranty. Thank you to everyone, have a lovely day!
Hi everyone,  So as the description says, one of my colleague's work laptops requested an update last night, so she clicked 'Update and shut down'. However, since she turned it on at 9 this morning (two hours ago), it has been frozen on a screen saying 'Updating your firmware' 'Do not Power down your system' and a 'Flash Progress' bar that shows at 0%.  After the first hour, we tried to force shutdown with CTRL + ALT + DELETE, and then by holding down the power button for 15-20 seconds, neither of which had any effect. Every online article suggests either the power button or removing the battery, but this battery is non-removable. Can anyone help? We don't want to have to factory reset and lose everything on it. 
Laptop is frozen after update and I am unable to force close by holding power 
button