I hope this will help others who may be having this issue. I went through hours of all the other fixes, hard resets, customer service, set up the separate 2.4ghz network etc... and still could not pair. I'm on a mesh Google nest network and an Iphone 11. Finally noticed a couple things happening and below is what I did with the help of a great customer service lady.
1) I had to unplug the extender node and just leave the main router on.
2) I always had VPN turned off but noticed it was automatically trying to turn itself back on, so I deleted the VPN altogether.
3) In my phone, I had to forget the 5G network even though I had my phone connected to the 2.4G network.
As soon as I did those 3 things it paired immediately, downloaded the files and away she went. Don't know if this will work for anyone else but it worked for me.
1) I had to unplug the extender node and just leave the main router on.
2) I always had VPN turned off but noticed it was automatically trying to turn itself back on, so I deleted the VPN altogether.
3) In my phone, I had to forget the 5G network even though I had my phone connected to the 2.4G network.
As soon as I did those 3 things it paired immediately, downloaded the files and away she went. Don't know if this will work for anyone else but it worked for me.
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