Setting up smartthings hub v3

Hey guys, i just sold off my hub v3 as it was not playing nice with my smartthings connect mesh. The custoomer who bought it is having problems setting it up, I was wondering if anyone experienced same issue.
During setup , after scanning qr code he gets the following error:
“Your hub is offline”
Tried commectimg by ethernet as well as wifi, did multiple factory resets, router resets etc.
What am I missing?

color of the led light on the hub?

have that customer open a support ticket with ST.

tagging @Brad_ST

Blinking red and green