Wifi provisioning error

Hi all,
I have a customer who cannot get her device connected through wifi provisioning. The device correctly creates the AP but the app doesn’t find it. She can connect manually and input her wifi password, but then it never gets past this screen

What could be causing the problem? and is there a solution?
I can’t update her firmware because she can’t get online.
Thanks in advance.

How many characters in the device name?

Is she trying to connect to a 2.4GHz WiFi network, or a 5GHz network?


Hello. Your client need to send the logs from the app. It would be much easier to find the exact problem for us with the logs.

If this is solved through email it would be great to know the issue/solution still so others can fix the issue, and advise customers if there is any limitations. Thanks!