Speaker 1
[silence] Yes, I have a Lynxus Velop uh node on my home network, and the reset button uh doesn't work, and I tried to follow.
00:00
Speaker 2
Welcome to linksys.com support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting Register.LinksSys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your options, please contact us at linksys.com/support. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, a paid support option may be available, depending on the issue. [silence] Thank you for calling Linksys. This is Ice. How can I help you? [silence]
00:00
Speaker 1
2021-05-102731938. 5 years old, I think it is anyway. But if it's not covered under warranty or you can't fix or replace it because the reset button doesn't work then I'll just have to buy another one. [silence]
01:00
Speaker 2
Can you provide me Sir, the serial number of your Linksys? All right. All right, so your Linksys product is model WHW03. So you have three of these Linksys 82s.
01:00
Speaker 1
I have eight of these links as nodes actually. I've got some different. Yeah, I've got. I've got some of the smaller ones, different, different nodes. But they're all part of the ViLot family. So, let me walk in the other room and tell you what those other models might be. Let me see here. I think I have five of the ones I just gave you. And then I have some smaller versions. Let's see model WHW01. I've got three of those, and in addition to five of the other ones. Okay. [silence]
02:00
Speaker 2
Let's see. Are they all model? WHW03? Okay. I see. I think they are all the same model. Uh, WHW series. Only the numbers are different. [silence]
02:00
Speaker 1
Okay. Yep. Mm-hmm. Yeah, I do in my house. I have a, I have a very old house with thick walls and it just, I, in order to get coverage I had to have eight different nodes to cover my house. Uh-huh. Mm-hmm. Can you? Okay. [silence]
03:00
Speaker 2
you have eight of these nodes. Ack. With the serial number you provided, uh, SARS, uh, that corresponds to WHW03 and that product is already out of warranty. uh, its warranty status is expired last 2020. So with regards to your concern if it still can be uh, uh, returned or replaced. I don't think uh, it's uh
03:00
Speaker 1
[silence] Okay. Mm-hmm. Yeah, yeah. So what, what products do you have now that would be compatible with, with what I have in my home? I don't want to replace.
04:00
Speaker 2
it's still eligible for returns or replacement, because it's already so far from its warranty term. Because this WH03 has a limited three-year warranty period. So, once it reaches its warranty period for three years, it's no longer eligible for returns or replacement. And for technical support also, we no longer provide free technical support. So, with your concern about resetting your nodes, uh, we can do some troubleshooting steps, but uh, that will uh, be done if you apply for the paid support, or paid connect service, then
04:00
Speaker 1
I don't have any current products that I could buy that would be similar to the WHW series.
05:00
Speaker 2
So... [silence] So the Linksys products that are compatible with the WRT32010 ACM, or WRT32X10 are those with a MX, those MX series like MX2000 or MX4200 or MX5500, they are all compatible with your WRT3200. [silence]
05:00
Speaker 1
Okay. Uh-huh. And what is that? Is it 5g and what else like current? Well, I yeah, I so I lost my network, um, and we had major problems here in Colorado where I live. So I had to, um, set up a new network and I had to get all the devices, uh, set up.
06:00
Speaker 2
but we will just have to look if that MX series is a tri band or a dual band because I think uh your WHW03 is uh dual band type. So, yeah, so you will have to make make sure that the parent node that you set up should be the one that has a tri band and that has uh better performance. So that uh,
06:00
Speaker 1
properly. And so I've just got a dual band network, but it took several hours to get everything done correctly, because I had internet problems at the same time. But, um, anyhow, so what I have is a dual band, and uh, I assume it's 2.5G and 5G. Is that correct? Oh. Okay. It's, I'm sorry. Say those again. Um, it it's a dual band, and what are the. Yeah, yeah, and so I have everything set up properly, and the the network operates, but I have this one node that
07:00
Speaker 2
Yeah. [silence] 2.4 and 5J gigahertz, uh, if it's a WHW. If you, when you set up your WHW series, if you use it as a parent node, then you will have to add WHW 03 or 01 models as child nodes.
07:00
Speaker 1
That I can't reset, and I tried—I followed your instructions on your support site for resetting it through software, and I can't do that either. So it's—it's just a hardware failure, and so I'll need to replace that with another dual band or tri-band that's new, so I'll have to go find that. Yeah. Yeah.
08:00
Speaker 2
What what you mean by software reset, is it through the link sense app? well yes uh because uh I'd like to inform you sir that the WHW-03 and the WHW-01 is no longer supported by the link sense app because once you do a reset these WHW-03 will uh follow its new uh changes that was uh applied for all these type of models.
08:00
Speaker 1
get access yes yes yeah so I use the mobile app on my phone to set up the new network um and I got all the devices working yeah on my phone yeah I did that on my phone a couple of days ago yeah and then I really yeah like I had to restart the router and everything man and they're running
09:00
Speaker 2
Wait, I missed that. Okay. And the changes... includes uh setting them up will no longer be possible with the Linksys app. You can only set them up to the 5 GHz method or the two web wizard interface. So the Linksys app you will no longer be able to use that to set up your WHW-703. So that may be the reason why you could not uh properly uh connect it or reset it because... [silence] That would not be... Yes. Uh that would not be uh were you able to set it up using the Linksys app? Because... [silence] Mhm. [silence] and you can't find the 2.5 GHz band. Mhm. If you can, you might have to try a setup wizard from the Linksys.com website. Are you trying to map it?
09:00
Speaker 1
Um and every but I had to uh set up a new uh parent node and um uh set up a new network and then get each one of the nodes programmed properly to uh connect to that new network. So everything's working fine now. Um but you're saying in the future um if this happens again all these devices are lost? Is that what you're telling me? On my computer or on my phone or both? Mhm. Mhm.
10:00
Speaker 2
[silence] Yes, you. Yeah, if you do a reset on your WHT03, it will no longer work for them to be set up using the Linksys app.
10:00
Speaker 1
The new the the 03, that's a new version of of your, uh, node, is that right? Is the 03. Mm-hmm. two of those will work in the future because I can't set them up, is that right? Well, yeah, I did that a couple of days ago. Yeah, I did that a couple of days ago, everything works fine. So,
11:00
Speaker 2
Yes, so what you will do is, you will once you are done with that, you will get your device over here, so you will add your Wi-Fi, so add your network, so you will provide your code over here, Wi-Fi code, so you will provide your Wi-Fi code over here then it will be linked and you will get it in your application to control the lights, you need to reset and when you reset your network you will have to do again the same procedure. Because once you do a reset on your bulb, you will no longer be able to set it up using your mobile application. You can only set it up using your...
11:00
Speaker 1
Uh-huh. Okay. Well, if that's, I mean, I've got, I've got probably $1500 invested in this Lens tablet, um, and if, if you are going to cancel my ability to configure that, um, I'm going to go on the internet and let everybody know that you're not supporting products that are still viable, um, and I would never buy another Len tablet again, ever.
12:00
Speaker 2
could be the former version of your like WHW03. Can you check what a former version it is? no, no. What we mean by we're not be able to support you is that we cannot provide you free technical support, but we can still provide you or walk you through the troubleshooting steps, but that will happen only if you apply for the page support or paid connect service. Then your out of production out of warranty. This is, only uh uh For uh uh this call session they're Oh the maximum uh minute is 60 minutes. Uh it's a one time non-refundable technical support. And if ever the the next day you call us back for another troubleshooting steps, then you will have to pay again 15 US dollar. Because your product is out of warranty. But if you don't want to apply for the paid support, Sir, Um I can just send you the guidelines via your email and that is free.
12:00
Speaker 1
It's not usable because I can't reset it and so I'm just gonna throw that away because the reset reset button the reset button on one of my nodes does not work and you have a process using a computer and addressing that to reset it, but um it it doesn't work um I can't get to the the um I can't get to that node from my desktop um and it won't let me um reboot or reset because the the hardware button inside of that particular node does not work. And so I tried the software method from your website that you recommended and uh I I still can't address the
14:00
Speaker 2
What do you mean, sir, that, uh, what do you mean, sir, that you cannot reset it? Uh, is it, it's like, not working? Mhm. Mhm. Mhm.
14:00
Speaker 1
It doesn't allow me to do that. Yeah, it doesn't. Yeah, it's yeah, nothing, nothing. The reset button failed and it doesn't work. I've reset all the other ones, all seven other ones reset just fine. The reset buttons on those work. This one doesn't have a reset button that works. So there's a software option from your website and I tried that option and it won't let me address that node through the user interface on my Mac computer. I can't, I can't see that particular node. It's programmed for the old network that doesn't exist anymore. I'm trying to set it up as a new.
15:00
Speaker 2
So I think uh, So I think uh it's a hardware issue of your notes or the button itself maybe uh defective already. When you try to press the reset button uh it's flat didn't change.
15:00
Speaker 1
additional Node on my network with the other devices and the software method doesn't see that particular linksys device. So I can't even reset it through software or hardware. So I'm going to have to go find something on Amazon to replace it because I need one more node that works on the existing network. So Yeah, there's a yeah, it's solid blue but um, it's it was set up for a network that I had to uh eliminate or delete uh in order to set up a new network which I did the other day and everything's working fine. It's just this one node is not addressable either through the reset button or through the software.
16:00
Speaker 2
Mm-hmm. Yes. So you - since - you cannot reset that node, but the light of that node is still on. It's still showing a solid blue. Mm-hmm. Yeah.
16:00
Speaker 1
application on my desktop computer. It doesn't see that particular node because it's programmed for the old network that doesn't exist anymore. So I can't reset that node, so it's useless to me. It doesn't it doesn't provide me any any value. So I'm going to have to go find something that will match the dual band if they're available. I'll get another V locating node and when I get that deliver it, I'll program that and set it up to operate with my existing network. So. Right. Right. Yeah, well that's right. That's right. So that's what I'm going to go to do. So, right, thank you for your time. I appreciate it. I'm sorry that this this doesn't work. I spent a lot of money on this.
17:00
Speaker 2
Mm-hmm. Yes. Enter is from the back of the milk. Right. You may have to upgrade or buy a new node to replace that node, since it will not reset even with using the software methods. You're welcome.
17:00
Speaker 1
this network because you guys were rated very highly but this is disappointing that I've got a hardware and a software failure on this node so I'm gonna go find another one thank you for your time thank you bye for now thank you bye
18:00
Speaker 2
it's fine well uha you're welcome it's my pleasure, sir. yes um
18:00