RBR750 satellite (RBS350) does not show up in attached devices

Hello, I just purchased the Orbi RBK652S system 7/6/24. I have owned ASUS routers for the past 10 years so I am still trying to learn this system. I was using the Orbi app the next day (7/7) and noticed I had a notification. The notification was for a firmware update for the satellite (RBS350). I performed the update and then all my trouble started. The satellite would not connect to my system. Tried resetting several times but no luck. It looked like it was connected by lights on the front but I had no clue because it would not show up connected via Orbi app and Orbilogin on my PC. I removed the satellite and tried to resync it through the app. It stated that it could not find the satellite. I tried this several times but no luck. I called technical support this morning but the person I talked to seemed to want to get off the phone. We did a hard reset (held reset button for 90 seconds) and now the satellite is connected but I mentioned it was not showing up in the Orbilogin. I was told it was connected and the case would be kept under observation and kept open for 4 hours. I am plugged into it with an ethernet cable as we speak so I knowit is connected but my issue is that it still will not show up on the app or orbilogin on PC. Also on the Advanced tab/ Firmware Update/ Manual Update in the orbilogin on PC, the satellite does not show up. How should I proceed? 

Any help would be greatly appreciated. Thank you.