Unable to find photon 2 device with web setup and cli says not support anymore

I tried to get some support via emailing support but was told to post here.

I am trying to setup my photon 2, it doesn't show up on the usb devices when I use the web setup page. I don't think it did when i setup my first one last year. so i used the alternate one where you give the serial number and did it that way. It is now visible in my devices but is only grey next to its id, it said it was meant to be cyan if it was waiting for cellular confirmation from cloud.
Can i get some help with setting up the device.

@support ?

Hi, can you DM me the device id?

hi colleen i have direct messaged you with the details.