Speaker 1
Oh hello. Uh, I'm, uh, I've got a new Velop just linked this mesh system. I've got two nodes. It's an MX... MX6200. Uh, so I've previously had a version five.
00:00
Speaker 2
Welcome to LinkSys support for a share quality service. Your call may be monitored, please remain on the line for assistance. [silence] Hi, thank you so much for calling LinkSys. This is Tressa can I help you. [silence] Okay. All right, um what's the model number of that that uh Velop node? [silence] Okay. So you're calling to set it up for the first time.
00:00
Speaker 1
version of that as well so I've previously had a system that was working and I'm upgrading to version six so I've bought two two nodes but I'm replacing three my service my internet provider searching serial number of my uh boweling uh bowl oh I forgot my glasses it's really small so the so I've got a router the router so I've got one of my nodes registered connected and working properly
01:00
Speaker 2
Okay. All right. Um Okay. Um, okay, like your internet service provider. mm-hmm Yes. Okay. And um what your serial number? the device. Sorry. Thank you. So
01:00
Speaker 1
the serial number is. Yeah. It's five, two W, Whiskey. One zero Mike M. 26, Zulu, Echo, zero, one, three, three, three. Whiskey. 10 Mama Mike 26 Zulu Echo 013331. Yep. But two of them. Just so you know that one. The one you just read the serial number one is working, and it's connected and it's good. That's working. Now, the problem I've got is connecting the other one, which is a node, which is the same model. And the serial number for that? It's white. [silence]
02:00
Speaker 2
Yes, soserial number of the MX6200. This is the new one that you purchased? And you have two of them. [silence] Okay, um, what's the light indicator of the main one, the main node? [silence]
02:00
Speaker 1
solid white. And that's formed a network. Yeah, of course. Yeah, my name's Andy Norman. Andy. Andy. What? Yeah, Andy. B-Y. Yeah. Yep. It's Andy, Norman, 65. That's it.
03:00
Speaker 2
solid white and can i have your full name and your e-mail address sir so that i can create a key scenario system first name is dandy d-a-n-d-y last name is nora n how about your how about e-mail address eon at gmail.com Okay
03:00
Speaker 1
All right, so this is the problem. So it's not plugged in. But when I spent all night trying to get it to work yesterday, I was online with you guys. And it's just a solid blue and I can't get it into any reset mode. It's just solid blue. Won't it won't reset. So I can't get it flashing and it won't get to the point where it'll reboot. It kept telling me to reboot it or reset it. And no matter what I did, I couldn't get it to reset. Yeah. And it's plugged in. So it's 5HW. That's whiskey. 10 mike. 28 Echo. 036 10.
04:00
Speaker 2
What's the light indicator of the other node that you are trying to connect, Sir? Okay, by the way, can you give me this area number of that node, then? [silence]
04:00
Speaker 1
uh, uh, yesterday or the day before yesterday? Yesterday. Or the no, um it would be Tuesday. Amazon. Yeah, it's powered on now.
05:00
Speaker 2
When did you purchase this device? Sorry? And where did you purchase it? Okay, um, now can you power on the the node, sir? Okay, um... Make sure, sir, that it's within five feet of the main node. [silence] Okay.
05:00
Speaker 1
Are you still there? Yeah. Solid blue. Mm-hmm. On the note.
07:00
Speaker 2
Okay. What's the light indicator now? Solid blue now. Can you press and hold the reset button? Yes. Let me know once it's already... when you press the button so that I can run the timer.
07:00
Speaker 1
okay so pressing now it's a small button isn't it there's two buttons on on these MX 6200s there's a small button with yeah it is yeah I don't what does the other button do do you know do you know what the other button does
08:00
Speaker 2
We will reset it for one minute. Make sure it's a reset that you're pressing.
08:00
Speaker 1
Okay. Mm hmm. Still solid.
09:00
Speaker 2
um yeah it's a resume button okay um you can release the button now
09:00
Speaker 1
[silence] Nope, solid. Um, [silence] so I've got the, [silence] so the white [silence] sort of section, which is [silence] set up WI-FI. It's got the, [silence] name, [silence] name of the, [silence] of the, [silence] unit, [silence] of the node, [silence] which is [silence] [silence] it's the Linksys. [silence] [silence] Zero. [silence] It's the [silence] Linksys. [silence] Zero. [silence] 3610.
10:00
Speaker 2
Okay. Is it flashing right now? Okay. Can you look underneath the node, sir? There's a sticker there that shows the network SSID or PC old network or network name. Yes. What's the wifi name?
10:00
Speaker 1
I don't think it is I'm just I'm sorry. yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah I do yeah yeah yeah yeah yeah yeah yeah Yep. Oh, do you mean Ethernet? Ethernet? Oh, my collection. Hmm. Good question. Probably not. I think whether I've got a way of doing that. I think the answer is that no. No, it's not got an Ethernet cable. Let me connect that. No. No. No. No. No.
11:00
Speaker 2
Okay, then yes. Is he fine up? So you mean to say there is no internet at Ford? Can you check or unplugged up the power adapter? [silence]
12:00
Speaker 1
And what happened the actual adapter, the one that came with it? The output is 12 volts 2.5 amps, 30 watts.
13:00
Speaker 2
Adapter for now and then you check the input of the power adapter. Let me know, sir, what's the, how many, what's the input, like the volts and the amp amp amp amp amps, humid okay. All right. All right. All right. Um, okay, so it seems that it's the right one.
13:00
Speaker 1
And I hard hard wire the nodes together on by the internet port the. the right. Yeah. Okay.
14:00
Speaker 2
[KEEP_UNCERTAIN] Things that we can do to like, um, refresh this note. But if in case, uh, the best thing that you can do for this, since you just purchased this, is to, um, return this to Amazon, uh, where you purchased it. I believe they could still, uh, they will still honor, um, a return for this, uh, device, if in case. So let me just, um, put the call on hold for like 3 to 5 minutes so that I can check my resources and I will discuss this with my team and, um, what are the troubleshooting we can do, uh, to refresh this, uh, note.
15:00
Speaker 1
Oh, hello? Yeah. Can I, I just say, I've found a way to connect my laptop to the, uh, via an Ethernet cable, if that helps. I've got a little sort of USB thing. Yeah. Yeah. Yeah. I'm getting lights on the, um, cable, by the way. Yep. Got it. All right, that's open. Yep. mm-hmm. Yeah. Just IP config, no parameters. So I've got, obviously on the Wi-Fi, so it's got a connection to Virgin. And I've just typed in IP config and I've got on one of the ethernets, so ether 2. I've got wireless, I've got, it's got
19:00
Speaker 2
All right. And do you have the block pop up screen now? All right. Now, can you please type in their IP config? I'm sorry? Okay. What does it say? [silence] Can you look for [silence]
20:00
Speaker 1
Yeah, so it's going to be this um local links with an I it's got an I IPv6 address, which is long. It's got IPv4 is 1 69 2 54 7 0 1 6 1. Yeah. Climb OK.
21:00
Speaker 2
Ether net adapter e-ether net and an IP B-4 IPv4 okay, and about this one. See, please open up browser. Okay, and then you type in um h t t p
21:00
Speaker 1
Yeah. Mm-hmm. Yeah. Okay. Okay.
22:00
Speaker 2
No, URL. Just give me a moment. [silence] just give me two to three minutes, sir. I'll, I'll just check something on my end. Thank you. Hello? Yes, sir. Before we go ahead and proceed with that, sir, let us just first do the recovery reset procedure, sir. So, in this step, sir, we are going to, it's just basically unplugging and replugging the, the like turning off and turning back on the node, sir. So you see that there is like a power port, sir, at the back of the node, sir.
22:00
Speaker 1
let me just disconnect the ethernet do you want me to disconnect disconnect this ethernet cable while we're doing this okay all right the power cable yeah okay yeah okay okay mhm
25:00
Speaker 2
Okay, uh, w-w-when I say- no, not the east minus, sir, it's just the power port. I mean, the power plug. No, no, it's okay. So, uh, here's the thing, sir, when I say you unplug, sir, you tell me if it's already unplugged, and then yes. And then if I say plug it back in uh, you tell me if it's already done, 'cause I'll be doing the counting on my end. it's just basically two seconds and five seconds and then it's going to be five times. So I'll just we can in order for us, sir to perform it um the right way, I will do the counting on my end. It will just do the uh, you will just perform the unplug and replugging. Okay.
25:00
Speaker 1
Yep. Mm-hmm. Yes. Yeah. Unplugged. Lights off. Lights on. Solid. Unplugged. Lights off. Plugged in. Lights on. Solid. Unplugged. Lights off. [silence] or a solidly block and on, plug light off. So, plug in and solid light on plug light off plug in, dim and solid light Close the command prompt screen and then open it again. [silence] [silence] solid [silence] blue, yeah. solid blue. not flashing. There's like IP conflict.
26:00
Speaker 2
Do you have the command prompt open sir? can you do the IP config again? Ah, I see if it's the same and you have an adapter connected to your computer sir. Ah, I see. So it says their wireless adapter. It says wireless adapter on the IP config browserRP, I mean page.
31:00
Speaker 1
It's on. It's on the, it's on 192168111577. Yes. Yeah, that's right. I could plug that in directly to that one as well, if you want. On the cable that one 69, is that trying to be internet facing? Then 169 254 70 161. Not a local one, is it? [silence]
32:00
Speaker 2
[silence] Hello, sir. Thank you so much for waiting on the line, sir. Um, with the, with this, sir, if the node, sir, is just showing uh, 169, sir, it could really mean, uh, because 169, the
33:00
Speaker 1
[KEEP_UNCERTAIN] Any saying that the so the outer box was not sealed or I wouldn't say it was open but the inner box with all of the equipment was sealed had three seals. I had to cut the seals to to get in and it was packaged as though nobody had tampered with it. It looked it looked like it was all you know everything was packaged up as as I'd ever expected it to be. So it didn't look like somebody's already had this out. But the but the outer box
34:00
Speaker 2
Confirm for something, ip address or means that it's invalid, in other other term, it means that the node is no longer providing the valid ip, which means it's defunct. I just wanted to verify, sir, when you purchased it, is it uh did you receive it or is it an open box or it's still sealed? Uh huh. Ah, I see.
34:00
Speaker 1
box was open you could get in there was no seal there was no sellophane on the outside Okay so I returned both nodes back to Amazon Yeah Okay do you mind I was going to ask if you could send me an email just to say that I had this conversation the that's your advice to send it back is it's faulty Okay and you email that to me for me thank you Okay so I'll return it to Amazon
35:00
Speaker 2
Ah, okay. Uh, well, I guess there is indeed sale, but, uh, maybe there is just, like, factory defect of the, um, the device. So, uh, maybe, uh, I believe that you could still, um, return this to Amazon. If you purchase it, I believe that it requires both to be returned. I believe we can also Yes. Sorry. Um, I can give you a ticket number there from us. Or I can just email after you. Sir. No worry. Sure, sure.
35:00
Speaker 1
And they'll get another one. Get another. Am I right to just repeat the order and get the same. And that's it. Yeah. Can I just can I just check so I've so I'll have to re I'll have to reinstall my old um network on my old on the on the version five that I had before. Can I just plug that back in again? Because that's all been off as far as it's concerned it's been powered down completely. If I power that back up, will it work? No. But what I have done is I've used the same
36:00
Speaker 2
Mhm. yeah yeah and yeah just to verify your email so that's andy dot i'n dot norman andy six five. okay all right. you're saying something? yeah yes. um yeah you can just you it should sir if you haven't press any button on it like reset button especially.
36:00
Speaker 1
the same network name on my new one so that everything's still working in the house. So, will it will it still have that network name when I switch it back on again? I won't have to re-register it on the. Okay. Alright. Yeah. Perfect. Alright, okay. Right. I'll do that then. Thanks very much for your help. [silence] Okay, thank you very much. Thank you. Okay, bye.
37:00
Speaker 2
Yes, of course. Yes, it should still show that old configuration. Okay. All right. Thank you so much also, sir, for calling Linxis. We appreciate your time and please don't hesitate to give us a call back if you have any concern or once you have a new device. We will be happy to help you. You're welcome, sir. All right. Bye, bye, sir. [silence] [silence]
37:00