Originally Posted by dblwyr (Post 2315084)

Thanks to all who offered help with this issue. So, I decided to focus on the router. I discovered that the power strip the router was plugged into was faulty. The indicator light on the strip however was illuminated. So, an easy fix after all. Thanks again.

Originally Posted by Maker (Post 2315437)

If you can log on to your router, look for the HUE device to be a connected device. It's MAC address might start with 00:17:88
If you find it, or think you found it, you can unplug it and see if that device goes away. Now you know it is connected, and its IP address.
Open the hue app on your phone and try to connect to that IP address.

If you cannot find the device, reply with "it was connected in the past, and you // did // did not // make any changes to wiring or routers or reboot stuff.
Or it never connected since you put it in your house.
If not connecting, you could swap the ethernet wire with some other device that works, to see if the connectivity follows the port or device.

How old is it?
What happens when you try to add it to the app?

Originally Posted by OrangeBlossomBaby (Post 2315463)

As stated above - the problem was just the power strip that the router was connected to. There's nothing wrong with their computer, or their ethernet wire.

There's also nothing wrong with their operating system, or their software, or anything else anymore, since they got a different power strip and plugged everything in and it's all working again.

Originally Posted by dblwyr (Post 2314755)

Interested if anyone has a recommendation for reliable in home computer repair service? TIA.