When you begin the pairing process does your controller have a white LED switched ON on it?
This indicates the controller is waiting to be configured. I believe yes, otherwise the android and PC would not have even found it.
Beyond that, once you initiate the pairing and configuration process do the lights ever flash green? If they do they have connected to your network successfully, however for some reason they are not being discovered by your phone or your PC. So we can look into that further.
When I start the pairing process the light is white.
I have been able to get the lights to flash green during the pairing process once, but the phone has stayed at 'waiting for your device to connect to the network' and never progresses past that even though the lights have flashed green.
Okay, so the green flash indicates that the controller has indeed successfully connected to the network. At this point the white LED on the controller should also have turned off (since you are using Android or PC).
If your phone or PC is now stuck in the loop it means that your WiFi router is not allowing mDNS discovery on the network.
There is an app for android called Service Browser which will tell you the list of currently advertised services on your network. The Nanoleaf devices should show up on this app (amongst other devices). If nothing shows up on this app, your network is blocking mDNS discovery.
At this point you can dig into your router settings and look for something that has been turned off or needs to be turned on related to multicast DNS (mDNS), or if any ports have been blocked.
Alternatively you can contact customer support of your router brand and they can help and point you in the right direction. You can also contact Nanoleaf support and see how we can help you out. Ultimately Nanoleaf support ends up being the middle man, so to avoid delays best to contact the router customer support directly.
Let me know your Router brand and model number as well.
If the issue is not the router contact Nanoleaf support (you can post a link to this post and discussion and mention my name as well) and we will help out
The LED light on the controller does turn off after the green blinking.
The router is a Hitron CODA-4582.
It is the ISP provided router and they will not provide any support for 3rd party products so unfortunately they will be of no help. Although I have had no trouble connecting any other smart device, google homes, philips hue, august smart locks etc
Alright, that sounds about right.
Just to be sure, the IP address is something of the likes 192.168.x.y or 172.16.x.y or 10.0.x.y? (These are all private IP addresses, one of which kind your router would assign). If it's not something of this kind, that could be an issue.
Beyond this, the next steps would be to contact Nanoleaf support. Refer them to this post (they know me, and will find me if they need more clarification), so they don't ask you the same questions as I did. They have the resources to help you further. If they cannot help you further as well, they will escalate it to the tech guys and we will jump on a live debug call and walk you through the process. the debug call normally is pretty quick.
Could you also send DM the serial number of the controller to me. Thanks.
Everything seems to be fine with the google home integration for now. Is this issue persisting even now?