Speaker 1
Welcome to Super Support. Thank you.
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. While waiting, you may also visit support.linksys.com for more information about your product.[silence]
00:00
Speaker 1
This message has been transcribed one moment while I notify the caller. Oh, hello. Yes, I'm having problem connecting one of my
29:00
Speaker 2
Thank you for calling lenxi's technical support. My name is Donna. How may I help you today? [silence] Hello, welcome to lenxi's technical support. My name is Donna. How may I help you today?
29:00
Speaker 1
Mesh Link, via, uh, powers, I guess, whatever you call them. I have, I think, about six of them, and there's one that just keeps, uh, reading red, and I was trying to figure out, I was trying to sign in, and then it kept saying I had the wrong password, and I put in that I forgot the password, and it's been, I think, 15 minutes. I've still been waiting for the connect, you know, the email, so I've gotten nowhere. But I wanted to see if maybe you could help me. What am I doing wrong? Okay. You know what? No, it was probably about four years ago, and I haven't had a real problem ever since. It was just more of, um, my Wi-Fi, uh, provider was the issue, not your company.
30:00
Speaker 2
No, uh, Thank you for being so honest with me, I appreciate you bringing this to our attention. Uh by the way, um let's see what we can do to get this fixed, okay. All right. By the way, is this your first time contacting Linksys technical support? Um,
30:00
Speaker 1
So I haven't had to And then before that it was just to sign up, but um, but it's been so long that I forgot my way around the site. Yeah, so I figured maybe you guys could check to see if if it is that individual box that might need to be replaced or is it just a setting or, you know, you could walk me through it. Sure. Michelle M-I-C-H-E-L-L-E Morales M-O-R-A-L-E-S. Uh, okay. I want to say it's M as in Mary, the number three. D as in David, S as in Sam, how do I spell Michelle again? M-I-C-H-E-L-L-E. And Morales is M-O-R-A-L-E-S. M-O-R-A-L-E-S.
31:00
Speaker 2
okay. All right, so let's let's check farther on this together. by the way, may I have your first name and last name and could you please spell it out for me using phonetics? Mm-hmm. okay Thank you. We also have your email address and can you also spell it out for me using phonetics?
31:00
Speaker 1
Uh let's see uh the model number is W H W V two. Sure it's two zero J 20 M as in Mary three B as in boy A as in apple 1 6 1 5 1.
32:00
Speaker 2
Okay. Thank you so much for that. We have the model number and the serial number of the product. You can find it on this and the label underneath the device. Okay. Okay. All right. May I also have the serial number? Okay. So the trial number is 2-0-J-2-0-M-3-B-A. one six one five one right I said thank you so much let me check serial number in the system one moment please thank you so much for patiently waiting I I I can see that this product is already outside of its warranty period, but I'm glad you called. Let's take our Transcribe this audio from the audio channel? Output only the spoken words, no labels or timestamps. If there is no speech, let's take a Look at the issue together and see what we can do for you today. Just to set the. the right expectation, since this product is outside warranty replacement options will still follow the warranty policy. But you can absolutely take a look at the issue and see what we can do, right? Okay. Thank you so much. By the way, how many Lynkis Nodes do you have in all? Is it two or three? Okay. all Mhm. Sicker. Nose. Wow. How many nodes are not working right now? Okay. One. Wait for it to be. not working Shild node from the parent. Node.
32:00
Speaker 1
two rooms down. I don't know. Oh, okay. I need to go grab that. And then okay. Now, I don't know if I got the parent node confused because it was originally connected with the modem, I guess from the and then then we got a new service provider and then they changed the location entirely and put it into a different room. So, I don't know if they kept the same node or not. I'm not real sure. But let let me try to.
35:00
Speaker 2
Is it three feet? Okay, so let's let's move the not working child node closer to the parent node for set up purposes and purposes only. Move it at least three feet closer to the parent node. All right, let me know once you're ready, okay? Thank you.
35:00
Speaker 1
Let's assume it's this one and then we'll just see. Okay. I'm plugging it in now. It is like a deep purple, but it fades in and out. Okay.
36:00
Speaker 2
Ooh. Okay. Please let me know the LED status at the child node as well, if it's solid blue, solid red, or blinking purple, something like that. Okay. Let's wait for it to turn solid purple or solid red. [silence] [silence]
36:00
Speaker 1
solid red. And it. Okay. No, I haven't done anything to it. Okay. Oh, okay. And right now, I just want you to know I have a, it's like a blinking red, but I'll uh press it right now.
37:00
Speaker 2
OK, I've loaded? Now let us reset the child znám. you haven't reset it right. OK. So let's OK. So let's reset it. Press and hold the reset button located at the button of the known. While pressing and holding the reset button, observe the light on top of the known. It will turn red and fade in three pulses. Once the light goes out and turns bright blue, you can release the reset button. right. OK. Yes, please.
37:00
Speaker 1
Okay. The light went out, but I'm trying to look to see if it turns blue yet. I'm still holding it. Okay, now it's blue. Okay.
38:00
Speaker 2
Once the light goes out and then turns bright blue, you can release the reset button. All right. Good. Now, let's wait for the child node to turn solid purple or solid red. So, it's an indication that the child node is ready for set up.
38:00
Speaker 1
That's correct. Yes. Yes, it is. And so far, it's oh, let's see. AT&T. And it just turns solid red. The five press.
39:00
Speaker 2
at your phone number is it one seven one 47 88 74 seven four. Right? Okay is this the best number to call you in case a call gets disconnected? Perfect. And who is your internet who is your internet ISP. Okay. Okay. Thank you so much. Now let's add a child node to the network via fire press method. Have you tried doing the 5-press pairing method before?
39:00
Speaker 1
mass method is that what you're saying no now okay uh now okay I'm not sure which is the parent node uh uh uh I'm assuming it's the one that I'm close to uh I'll try it on that but like I yes oh well that changes everything because I'm like I had stated before I was at the main node when the Wi-Fi uh was in this room since then they've changed it to another room and there is a different one attached would you like me to go and run the first test that you just had me do uh closer to the other one or just do
40:00
Speaker 2
Yeah. Yes, correct. The five press setup method is the fastest way of adding your child mode to your network. So let's do this on the parent mode only. Do not do this on the child node, okay? All right. Mm. The parent node is the one wired to your modem. Or the one wired to your internet source. Yeah, that is the parent node.
40:00
Speaker 1
Okay, let me try. I'm so sorry. Like I said, they had moved it and I didn't know which one was which, but okay, let me plugging plugging it in now and let's see what happens. But thank you for explaining that. Now that makes sense.
41:00
Speaker 2
let's let's move that non-working node first closer to the parent node yes no problem I understand thanks Okay, thank you all right Okay
41:00
Speaker 1
Okay, it went solid red again. Okay.
42:00
Speaker 2
I forgot I'm I forgot. Great. Thank you so much. Now let's perform the five breath method on the parent node only. Okay. All right. so here.
42:00
Speaker 1
Okay. Let me it's it, let me get to it. I have to climb a little ladder. So, hold on. Okay. Okay so then just press it five times. One two three four five. Okay. Okay, I'll do it now. Okay. Okay. Okay, I did that. And now it went to uh red and then it went to like a yellow flashing. Yellow.
43:00
Speaker 2
is how you will perform the 5 press method. Press the reset button at the bottom of the parent node five times within five seconds. Do not hold the reset button or you may end up resetting the parent node. Just press it five times like you're pressing a light switch. All right. Okay. Oh, I'm sorry to hear that. Yeah, correct. Press, release, press, release, press, release, press, release. Mmm. Okay, let's wait for the child node to turn solid blue.
43:00
Speaker 1
Okay, the main node, uh, looks like a solid turquoise. And so far, the child one now is, uh, flashing red. So it's doing something before it was solid.
44:00
Speaker 2
Okay, so let's wait.
44:00
Speaker 1
[silence] The parent note is a solid turquoise. And it's still like a slow beating red, like it fades in, fades out.
45:00
Speaker 2
May I know the lead status of the parent node now? Okay, and then the child nodes. Okay, all right. So it will take [silence]
45:00
Speaker 1
Oh, okay. Okay. Okay. Okay. Thank you. You sure have to have a lot of patience being on that customer service. You know what? It just turned. It just turned turquoise on the Child mode. It's uh, like a turquoise and it's solid. Well, well, wait a minute. I think I spoke too soon because now it went to red solid. Yeah. Okay. I'll wait. Okay. So just still wait. [silence]
46:00
Speaker 2
give the child node to connect to the network. Let's wait for it to connect. All right. Thank you. Thank you, too. S... It's my job, and I love... Oh, that's great. Is it solid now? Perfect. It means the child node is already connected to the network. Congratulations. You can now. Solid red. Let's check if it will turn solid blue again or solid turquoise.
46:00
Speaker 1
OK, So, so and then it did a slow flash of red and now it went back to turquoise. But I'll see if it remains. Now it's it flashed off of turquoise. And I see. It like wants to stay on. it's on, it's on again. Let's see if it fades out.
47:00
Speaker 2
Yeah, let's wait for 1 to 2 minutes.
47:00
Speaker 1
So far, it's still solid. Okay, I'll do that next. Okay, let me check. Okay, plugging it in now.
48:00
Speaker 2
that's good to know. all right. After that we will check the signal strength of the child node on the linksys app to make sure that it's getting a good signal strength from its upstream node. Okay. [silence]
48:00
Speaker 1
it it's it's now a red and and then it's a slow s bl blinking red okay
49:00
Speaker 2
Mhm. that's normal because the chads, you know, is trying to reconnect to another aid.
49:00
Speaker 1
Okay. Okay. Ah, okay, it went turquoise. So hopefully it stays. and then it went red again. And it went back to turquoise. And it's blinking, it went to like a an yellow. It went back to turquoise. And then it's blinking. It's at a solid orange. [silence]
50:00
Speaker 2
Hello, Michelle. Are we still connected? Is it still...? Okay. All right. Let's check the signal strength of the nodes on the Linksys app. Can you log in to the Linksys app right now? Okay. Tap on the menu bar and then go to network administration. And then tap the child node that you just added to the network. And then check the signal strength. Let me know if it's negative or...
55:00
Speaker 1
It's negative 78 DBM. Okay, because it looks like it's kind of, okay. I will look first at the one that it says it's connected to. So let me check that one. one. what our challenge is is that we live in a very old home that doesn't have drywall. It's like plaster and the wood. So that's another reason. Okay. The one that it said that it's connected to is um it looks like negative 69 DBM. And then that one's connected to uh the one in the front room. Would you like me to look what that one reads? [silence]
56:00
Speaker 2
[silence] Okay. Uhm, what does that mean? And [silence] the child load is not getting a good signal. First, its [silence] its upstreams node. Can you check the [silence] the signaltrent of the other notes? Their child notes? [silence] Mmm.
56:00
Speaker 1
That one says negative 73, and that one. Okay, so what would I need to do? You mean for my phone, don't use the internet through my phone, correct? Yeah, thank you. So, um let me turn off a few things. I think the TV's off.
57:00
Speaker 2
Okay. [silence] so that is also a weak signal strength. [silence] so we have to perform a sequence reboot and then maybe relocate the child nodes later, but for now, let's perform a sequence reboot. [silence] so, um, by the way, just to make sure, you are not using the internet right now, correct? Because this process will disrupt the internet connection for just um, like two to three minutes, but once the nodes will reboot successfully, the internet connection will be restored automatically. [silence] Yeah. and your other devices.
57:00
Speaker 1
Let me turn this off. Um, let me get your phone. Oh, that's fine. Okay. Oh, okay. Okay, got a question though, uh, when you were naming the first, second,
58:00
Speaker 2
Okay, no need to worry, no need to turn them off right now. I just want to set your expectations that performing a sequence reboot will disrupt your internet connection for a moment. Okay, now let's do the sequence reboot. We will start with the parent node and then we will do it in sequence from the parent node, first child node, second child node, third child node, fourth child node, fifth, and then the sixth child node. Then we will then plug them back in the same sequence. So we will plug the parent node first, then the first, the second, second child node, third child node, fourth child node, fifth, and then the sixth, okay? So let's start with the parent node, unplug it from the power source. Let's go.
58:00
Speaker 1
Second and third. Where do I find those? Do I just pick them randomly? Or do I look at the app and pick what is listed first? Or what do I do? Okay. Okay. Okay. So, I'm at the main one. So you want me to unplug that? Okay. Hold on. Let me see. Okay. Hold on. That one is on the fireplace mantle. So I got to get back on that ladder and then I have to try to get to the power source and hold on a second.
59:00
Speaker 2
Yeah, you can also, uh, check the, uh, links is tap, or you can check which node is closer to the, uh, parent node. So that node is the first child node. And then the, the node closer to the first child node is the second child node. Yeah. Yeah. I'll plug it to, uhm. Yeah, plug it from the power source. And then, okay. [silence] Uh, uh. Oh, please be careful. [silence] Be careful. please be careful. Thank you. [silence] Okay, and then yes, please. Yeah. Then next one until all nodes are unplugged. Once done, we will plug the parent note back to the power source. A. All right. Okay. Thank you so much. Oh, I'm so sorry for that. Uh. Thank you so much for your cooperation and for your patience Michelle. We will check first the signal strength of each child node just to make sure that they are getting a good signal.
59:00
Speaker 1
Okay. Okay. Okay. Okay, I just completed unplugging all of them now. Okay. Okay. Okay. Okay. [silence]
63:00
Speaker 2
good signal strength from the upstream node okay so we will not plug the child nodes all at once we'll plug them step-by-step then check the signal strength if it's getting a good signal then we will plug the other node if it's not getting a good signal we will try to relocate the node until it will get a good signal then once it's getting a good signal then we can then plug the next node ok that's good now please plug the parent node back to the power source. Thank you so much. [silence] wait for the light to turn solid blue once it's solid blue plug the first child node. [silence] Oh, yeah. I really appreciate your thing. Yeah, it turns all in blue. And once it's all in blue, we will plug in the first child node.
63:00
Speaker 1
The parent one is red still. No, it's the solid red. You know what? It is, and it just turned turquoise. Okay, let me... That one. Let's see.
66:00
Speaker 2
Is it blinking red right now, hmm? Can you double check if the internet source is still wired to the parent node? Oh that's good. Now we will proceed to the first child node, okay?
66:00
Speaker 1
Okay plugged in the second one. We'll wait to see. You could be high time stretching. [silence] This one is still, this one's still like a slow blinking purple. It just went to a blinking red. Okay. [silence]
67:00
Speaker 2
Let me know the LED status of this child node after plugging it back in. Once it turns solid blue, go back to the link test at these happens and check if it's getting a good signal from the parent node. So just to set your expectations, zero to negative 60 dBm means a strong signal. -61 to -70 dBm means a good signal and negative 71 or anything afterward is a bad signal. Worst case scenario, if it says bad signal, you may need to play a little musical chairs and move the node to a different room where the signal strength is better. You can use the node. Only wait for this child node comes back online and the electrical receptacle is also good working order.
68:00
Speaker 1
wait. Oh fair park. Okay. Okay. it's still blinking red. It just turns turquoise. Now, in the app, uh when I'm looking at the nodes, let's see, I have exclamation mark. So let me check. Uh okay, the front room. Let me see. well, maybe I'm not looking in the right area. I was supposed to go in the menu. Hold on. The menu and then network admin. Okay, uh let me check it. Uh the main one. Okay, internet source. That's all it says. I don't have an actual number.
69:00
Speaker 2
-71 to negative 80 means fair or poor.
69:00
Speaker 1
I was able to see before it good, okay. I came back up and the first thing I see is in red it says like the six nodes and then a exclamation mark and a red outline around it before I even get into the pull down menu, it's, you know, how you see how many devices it's trying to connect to and how many nodes. So that's what I see first. Okay. Okay.
70:00
Speaker 2
Okay. It could be because the the app is still sinking with the nodes. So can you force close the app and then reopen it? Okay. Thank you. Okay. So let's wait for the first show note to populate correctly. It should show a signal strength once it's synced.
70:00
Speaker 1
Okay, now it says, uh, negative six zero. Okay, okay, let's back. Okay, hold on. I I was about to plug it in and it slipped out of my hand and it fell between the wall and a piece of furniture. So let me,
71:00
Speaker 2
Good it means that the first child load is getting a good signal strength from the parent node. Now, plug the next child node, the second child node. The same, all, wait for the power like your turn solid, blue and then check the signal strength on the app. Thank you so much.
71:00
Speaker 1
I'm just, I'm just so challenged today. Hold on. Okay, let me see if we can get it. [silence] Okay, I found it. Okay, plugging it in now.
72:00
Speaker 2
Oh, I'm so sorry. I'm so sorry about that, Michelle.
72:00
Speaker 1
Okay, this one's now blinking red. So we'll wait. Okay.
73:00
Speaker 2
Okay. Yeah, let's see. Let's wait for it to turn solid blue again. Just keep me posted, okay? Thank you so much.
73:00
Speaker 1
[silence] Okay. That one just turned um turquoise. So, let me check that one. Oh, it went back to red. Okay, that one, Hmm. It went to turquoise and then it went back to like a, a purple. So, I'm still waiting. See if it comes back. okay. So far, the turquoise is still holding. I'm going to get in the app and see the strength.
74:00
Speaker 2
Thank you so much for patiently waiting Michelle, very good. Okay.
75:00
Speaker 1
It's funny I plugged the kitchen one in first but it's reading the garage, and I haven't plugged the garage in, unless I unless I um labeled them wrong and this one's actually uh probably possible. Yeah Okay. Okay. This one has a -7.4. Now, should I move this?
76:00
Speaker 2
Oh, yeah, that's, uh, it is possible. Um, yeah, that's possible. You may rename that later_okay? Okay. It means that the node is not getting a good signal from its upstream node. So, you may try to relocate it a little bit closer to its upstream node until it will get at least -69 dBm signal strength. Negative 69 or yeah, is it possible to move it, so it will get at least a negative 69 dBm signal strength?
76:00
Speaker 1
I could try and move it up, I'm just trying to see where I should move it because, um, this one is by the window because we also have a Ring camera out the garage. And, um, so if I go to the next room, uh, shoot, let me see. And like I had told you before, the house is all made of solid plaster and, uh, wood. It's not drywall. So everywhere you go, it's kind of a challenge. So, um, I'm trying to think where I can put this one that might be better. Um, I could try it in a different room. Okay. Let me, let me try, um, plugging it and putting it in a different room.
77:00
Speaker 2
oh i see okay down here yeah if if possible
77:00
Speaker 1
Okay, I plugged it in a different area. So let's see how that one works. Uh-huh. Okay. Now it's blinking red.
79:00
Speaker 2
Okay. Thank you so much. [silence] Okay.
79:00
Speaker 1
Okay. I'm worried in moving this one, it might not connect to the one in the garage because now it's a whole nother um um a couple of what do you call it? Rooms away. So like I okay. So now this one's a Cherry .
80:00
Speaker 2
once it turns solid blue check the linksys app again uh-huh oh huh
80:00
Speaker 1
Let me see if it remains. This will probably be closer to the main one but. Oh, it went back red. Okay, hold on. Got you. [silence]
81:00
Speaker 2
Yes, Yeah. our purpose here is to connect it a little bit closer to the first child node So the signal will be come stronger stronger as well.
81:00
Speaker 1
I have a solid a solid turquoise, but when I go on the app, it's still not registering it. It still says it's offline. So I closed out the app and trying to go back in again and see if I see a difference. Okay. This one, wow. This one's negative 54. It went from [silence] Yeah, negative 74 to 54. Okay. Now I'm going to go into the garage. This one might be the challenge since I technically moved the little supporting one further. But let's see. Okay. Plugging that one in now.
82:00
Speaker 2
Yeah. Yeah. Okay.
83:00
Speaker 1
And just so you could let me know, remember how I mentioned I thought that last child node was in the garage, but it was actually in the kitchen. Where do I go to change the name, just so I know, for the future? Okay.
84:00
Speaker 2
All right. Okay. Yeah, sure, I can assist you with that. We can change it on the device list or on the network app. Please hold on. Okay, so here's how you're going to rename the node: tap on the menu bar or dashboard to find the network administration, then select the node that you want to rename, tap on the three vertical dots on the top right, select edit and change the name, then type your desired name, then tap OK. And then you're done.
84:00
Speaker 1
Okay. Let me see if it gets me in there. Okay. so go to the node. go to the and Well, maybe I'm looking at it wrong. Um, when I went into admin network admin and then I go into the node and then when I see the node and I tap on it, it, it doesn't let me like I see the name but it doesn't highlight it. It doesn't, um, let me edit it. Unless I'm looking.
85:00
Speaker 2
Renaming. Do you want to rename? And so, tap on the node name, then you can enter the new label and then tap save. Yes. Yes. Yeah. And then tap on the node name, and then enter a new label, and then tab say. Mm-hmm. Mm-hmm. Let me check. So, uh I tried it on my end and I was able to rename the node.
85:00
Speaker 1
Oh, you know what? I see it. Now it says, it's where I had to go into settings as well. So now I see it. I understand now. Okay, I found it. So this one would be kitchen instead. Okay. Okay, now let me see what the n, if it's changed colors yet. Oh, it did. Okay, so let me go out of there. It's yeah. Well, you know what? Now when I look back up, it was bright turquoise. And now I look back up and now it's like the dark purple again. So hold on. We'll see.
86:00
Speaker 2
okay. Okay. Thank you. So much. I guess. Is it solidargoys now? Rituals. I feel like I've been solidargoys now. Solidargoys. Okay. Okay. Would you like ask us okay? uh-huh. uh-huh.
86:00
Speaker 1
okay, now it's solid turquoise and let me go back. Let's see if I can see if it remains on turquoise and then I'll check the signal strength. Uh, it's a negative 62. okay, you know what? Let me look at something real quick to make sure I didn't, let's see, 6146. You know what, maybe I messed maybe I bottom confused. Hold on. 6146. Hold on, 6246.
87:00
Speaker 2
Okay. okay that's great now you can log the next child node the fourth one okay mm-hmm yes thank you so much
87:00
Speaker 1
It is blinking purple. Yes. Okay. And I will just mention that this one, the one I'm calling about, um, when we were with our other service provider, they had a Wi-Fi extender connected to this one. So I think
89:00
Speaker 2
IS IT BLINKING PURPLE RIGHT NOW? [silence] Okay. [silence] Yeah. [silence] It means that it's trying to connect to its upstream node. [silence]
89:00
Speaker 1
That's what helped. But since that Wi-Fi company is no longer and then the new one we went, what is it? fiber, the fiber optic or whatever. So it kind of changed things up. But I don't know if that's why this one is always struggling because before it had the Wi-Fi extender from the company itself. So I don't know if that made a difference. But, um, let's see. It's still blinking red. You mean call me back? Oh, okay.
90:00
Speaker 2
Okay. All right. By the way, can I process a call back for you while doing the sequence reboot? Yeah, can I process a call back for you just to make sure that um the connection is good?
90:00
Speaker 1
Yes. Okay. Thank you. Okay. Thank you.
91:00
Speaker 2
I will call you back right after this call okay? Bye. All right. You may end the call first so I can process a call back.
91:00