Can’t access Router config

Sorry for the delay.  I followed the outlined procedures.  To be clear my network functions but I can’t get the Orbi app to work nor can I log into the router.   My provider is Fision, locally known as Hotwire here in upstate South Carolina.  It’s a fiber based system using their NOC/modem.   Since I can’t get the app working I can’t tell what version of software I have anymore.   The message I receive when I connect via anywhere access is “device is offline”, even though it shows the RBR850 with a green light next to it.   When trying to get the app started it says issues connecting with “my network name”.   When I tried just scanning the code on the bottom of the router, it appeared to get further and said to connect to “Orbi41”, but the only network that was available on my iOS phone is “my network name”.