Artemide App 4+

3k light and can’t turn it on

I purchased an app enabled rgbw discovery vertical light and have yet to have any success connecting it to the app or getting it to turn on. I am experienced with smart lights and my electrician has wired many for me in the past with no problems. I reached out to Artemide North America and the app support directed me to the European headquarters. I reached out to the European Artemide only to have them direct me to North America and app support. The directions with the light are not great, and customer service has been no help. My electrician has also been trying to work with them with no success.
Currently I have a giant lamp hanging from the ceiling that can’t turn on and won’t show up in the app at all. When you open the power box it is hanging from you can clearly see a little blue light blinking (not the lamp light itself, inside the power box where the power wire runs from) so clearly some form of power is going to it. Customer service doesn’t know what I’m talking about somehow, and didn’t understand even when I sent video footage. I don’t know how to convey my problem anymore clear. The light is wired in North America, power is being fed to it, and it doesn’t turn on or show up in the App. Happy to answer any questions about how we have it wired but please stop redirecting me in circles. How does it have to be wired in North America would be a great start and a question I have not been able to get a clear answer on.