I understand your frustration. Rest assured, I am not going to ask you to do any more resets or any more power cycles. But I do want to give you some insight, just so that this makes a bit more sense.
Based on what you have written you are in an Apartment where the WiFi network is not administered directly by you. Now for the app to work with the Light Panels (or Canvas or Shapes) two things have to be satisfied:
- The device is on the network, and
- The device is discoverable on the network
Point 1, can be verified by observing a green flash during the setup procedure. If that happened your device is now on the network and ready to communicate.
Point 2, is where I believe the problem lies: Discovery. The controller is now on the network, but it needs to announce where, aka its address, to those who care about it, aka the app.
What I mean by discovery, is your phone discovering the device on the network, just as a network printer would be discovered by your computer. The Light Panels use something called mDNS which is used by Apple to discover HomeKit devices (called Bonjour, you can look this up as well).
All this is great, but why doesn't it still work. Because routers, such as the ones in your apartment, might block communication related to discovery, rendering the device invisible to the iPhone. The previous apartment might have allowed it, this one might not be allowing it. If this indeed is the issue, then the Customer Service agent should have been able to tell this to you. Maybe they didn't, maybe they didn't even know, I don't know right now. I can look into it, but its all in the past.
If this is the issue, you can
- See if there is a way to open up discovery for some devices. If this is possible, we can explore this option.
- If you have an Ethernet point, you can get your own router, set up your own WiFi and connect the controller to your own WiFi router, which can be hooked up to the internet via the ethernet point.
- Use the hotspot as suggested.
Stupid question, do you or does anyone else on the same network own or use HomeKit devices successfully?
Hope this helps
I certainly understand your frustration, especially with all the steps you had to do to no avail. Sometimes it's the necessary steps to eradicate the obvious issues. Although in this case, there would have been much shorter ways to figure out the issue.
I work for Nanoleaf, and I more than anything want you to enjoy the lights the way we intended it. Unfortunately there are many factors in between that we have to account for and not all under our control. In this case, it probably is the router. Hence, we made the controller its own router, so that at least you are not completely devoid from the experience.