Sorry to see you're having troubles with setup. I know it's a frustrating thing not to be able to get new tech up and running. It sounds like the issue might be on the app side or the device running the app. Let's look deeper into things.
If you can give me a bit more to go on, we can find a fix.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.