Can't connect photon to wifi

Hello, im new in this, and my device just arrived, I am trying to connect it to the wifi following the steps on the page, everything works fine until I try to connect it to my network, It asks me for the credentials of the network, after putting them it keeps flashing cyan and then a single red flashing, looking in the forum I found a way to fix it via CLI the problem is that I get the message “No devices detected via USB.” So I cannot run any commands because the device is not detected, I have tried to put it in different modes but the result is the same, I also tried another cable with no luck.
I also tried using the mobile app, it doesn’t work either.
any suggestions? Thanks in advance

Hi, could you open a support ticket to help you? Please send on the ticket your device ID to review for any possible problem in the system