Speaker 1
Hi. I... I'm having trouble with my router. Um, I called my ISP and they've, um, verified that the modem's working properly and all the lights are right. But between last night and tonight, the router went offline. I've tried all of the resets. It's a mesh system, an MX6200. And I've, um, you know, done all of the resets and power cycles and blah, blah, blah. It... It did this once before and by power cycling it and going into the system settings and toggling through the security settings, the power just went back on. So, I'm wondering if that might help. I was just thinking about maybe a new router. I've had this for over a year now and I've had this problem once before with the router. You know, where everything is working, but the Wi-Fi just turns off. I know that it's not a Wi-Fi signal issue because things that should work aren't working. Um, any help would be helpful. Thank you. [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi. Thank you for calling me. Sister Sister, how can I help you today? [silence] Uh-huh.
00:00
Speaker 1
Okay, secure rebuilding it seemed to work and and come back online but some reason even using the lynxis app I was I'm unable to uh troubleshoot this whole system what do you need from me to get started uh the serial number is 5 8 W 1 0 M is in Michael 2 6 D is in dog 0 0 2 7 5 [silence] three total one and two uh yeah child no.
01:00
Speaker 2
Okay, got it. How many, these, units you have? three nodes? Mhm. \mm Okay, yeah, this is, yes, sir, this is MX 600, with three, 3 pack or three bundles.
01:00
Speaker 1
Yeah, they, um, they, um, they should, that was the first thing. I did, ah, all of the lights on, it's a 6200, all of those lights are behaving properly. I've power cycled that and given it enough time to shut down, blah, blah, blah. And it goes all the way through the, the, um, post on it and it comes up and the blue light is flashing at the bottom, which kind of suggests that it's talking to something. But, but my router just is not responding. I believe I have a connection to the internet through the modem. [silence]
02:00
Speaker 2
I'm sorry, three pieces, rather. Okay. So, who is your internet provider, sir? okay, so they confirmed that your modem is working fine. I see. So, right now, sir, you don't have internet connection or you have internet connection, but intermittent.
02:00
Speaker 1
So, but I have nothing coming out of the router and I, unfortunately, I don't have ethernet cable to check with one of my computers to, uh, no, I uh, well, I mean my, um, computer is is just it doesn't see the router at all. Okay, my uh, phone number is area code 814. Best phone number is my cell. 814-392-5219.
03:00
Speaker 2
I see. Okay, got it. Okay, but you do have a computer, sir, wirelessly connected, can be connected wirelessly? I see. That's okay, sir. As long as we can use a computer, we can figure this one out. Anyways, before we proceed with that, sir, may I have first your phone number just in case we get disconnected?
03:00
Speaker 1
Sure, I'm calling on. eight six six three C that's my land line. That. I'm talking and. Michael lens, L-E-N-Z-E at. Sure. whisper dot lens at gmail.com, W-H-I-S-P-E-R dot lens, L-E-N-Z-E at.
04:00
Speaker 2
okay, and I have here another number, sure, can you confirm if this is also your phone number ending with zero five three? uh eight one four, oh, zero five three, I see, okay, got it, sure, and how about your first and last name sure? Okay, and how about your email address? Uh-huh. At gmail.com.
04:00
Speaker 1
That's correct. It is solid blue. Yes. Yes. Held the, held the reset button for more than 10 seconds to allow the lights to, you know, glow red blinked a couple times, went solid red and then shut off. I did that with all the nodes. I, I did that with all the nodes, so, uh, they are, yeah, they're um in other rooms of the house. They're not right here.
05:00
Speaker 2
Okay, at gmail.com. Okay, sir, may I know what's the light on the top of your link is right now, the apparent node? Solid blue, solid blue for an MX6 200 means ready for setups. So I believe you already did a hard reset on this router, right? Okay. Yep. Yes, that's actually the right reset sir. Okay, so let's use your company, mist, system. I see. And where is the other nodes right now, sir? The child node? Okay. I see. Okay. I see. Got it. Okay, so we will start with your parent Node. And you have a computer, right? Okay. Uh, let's use your computer. Kindly go to the settings sir of your computer and go to Wi-Fi. Okay. Kindly look for the available network "-velop_setup". Uh, go with - I'm sorry, sir. The serial number you have provided earlier, is it from the parent node? The one connected. Okay. So, uh, connect to the name that has "360" at the end sir. 360, Dog.
05:00
Speaker 1
Okay. looking for a password. Okay, that's that reset that 25 220 the recovery key right? yes, it is. Okay.
07:00
Speaker 2
Yes. Okay, You have to use the default one, sir. It's underneath the lens of parents nodes. No, sir. It's, uh, there's a password underneath that. Underneath the Wi Fi name. Serial number, network name, password. Mhm. Mhm.
07:00
Speaker 1
It doesn't say that. That's correct. Oh, yeah. It is a Mac and it is connected. Yep. Okay. Yeah, I already have that in. 192.168.1.1 says be careful, something doesn't look right. Okay, I'll just go UH Firefox Mozilla.
08:00
Speaker 2
OK, is your computer connected? Do you have, are you using Mac computer, sir? Or Windows? Mac computer. OK. Can you, yes. OK. That's good. Now, sir, open a browser on your computer. OK. And, um, let me know if you're ready. I'll provide you the number, sir. OK. 192. Type this, by the way, sir, on the address bar. OK, good. OK. Let me know, sir, what it has, or what does it say. What browser are you using, sir? Firefox. OK.
08:00
Speaker 1
Okay, it's checking for internet and giving me a, internet connected it says. Router has been factory reset and it wants to continue. Will do. Just, continue. Uh, okay. [silence]
09:00
Speaker 2
Okay, good. Okay. Yes. Yes, sir. It seems that you have Internet connection, sir. It's just that your router was not yet configured. So, let's go ahead and run the setup. Let me know first do you have, uh, if there's any error message or any, uh, message that you can see on your screen. Thank you, sir. I'll just be at the other line. [silence]
09:00
Speaker 1
Okay, are you there? So I, I've got through saving all of the changes. I used the defaults. Um, it says right now the screen is to reconnect your router's Wi-Fi to continue setup and a next button. No, I, yeah, I didn't change the name and it, oh, it says connect. So let me try that. Okay, I am connected. Okay, let me try next now. [silence]
11:00
Speaker 2
Speaker 1 [silence] Yes sir, what does it say? Yes, okay. Please do check to see if you're still connected to the same name or the name that you have created there.
11:00
Speaker 1
Okay, saving changes again. Okay, uh, confirm all nodes are here. Add nodes. Is that the next thing to do? Okay. Okay. Uh, 36D is ready. Just finish. And then, uh, configuring, add more nodes, tab, see if I'm connected. Tab, see if I'm connected. Yeah, I guess I'm connected. Okay. All right. Yeah, I tried. I. Okay. Okay. [silence]
12:00
Speaker 2
We will do that later on, sure. Can you press next? Okay. That's good. That's good. Yes, sir. Sir, for us to add those child nodes back to your network, you have to temporarily move it closer to the parent nodes like a close a meter away or less than a meter away. Yes. Yes. Yes. Yes, sir. On that user interface. [ silence] For that you're- yes. First thing that we usually do, sir, for that same concern is to really check the physical connection from the modem
12:00
Speaker 1
Okay, yeah, I'm just thinking moving within the mesh network, maybe I'm not, and they're not all, I'm using wireless between the nodes rather than an ethernet connection. So, maybe, would that improve things if I hardwired all the nodes together? Yeah, I'm just trying to think. I think if if maybe one of the one of the uh child nodes gets
14:00
Speaker 2
Like a computer connected to your modem and then the being test for at least half a day, that's how we check. Then if there's no dropping from the modem and then we will go ahead with the same thing, being taste from the from the node or from the remote, mm, yes. because there will be less interference if in the case you will wired all of your nodes, less interference, more stable connection.
14:00
Speaker 1
You know, some kind of interference brings a whole thing down. I don't know. I'm just a little bit frustrated with all of this stuff anyway. But okay, well I certainly appreciate you helping me through this, uh, configuration and setup and I think I can get through the rest of it all by myself. If I have a problem, I will call back. Okay, very good. Thank you very much. Appreciate it. Same to you. Bye.
15:00
Speaker 2
yes yes sir of course you can call us back we're up until 11:00 p.m. and in the case you need assistance sir just call us back and provide your phone number or your email address okay thank you so much for your time you're welcome sir appreciate that have a good day please stay safe bye bye sir
15:00