I did a quick check on our devices and I am able to see the managed AP One AX Lite.
Balance One (AP Controller)
- FW: 8.4.0 build 5595
AP One AX Lite
- FW: 3.9.3 build 4976
Do you think you can submit a support ticket with the serial number and enable Remote Assistance on both the Balance router and the AP, for us to take a closer look?