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
Hi, good morning. I've got a a a Linksys mesh system and one of the nodes um, initially keeps its it boots up, everything restarts fine and then it drops off almost immediately. I've had some history with this going back to when I first purchased it with this particular node and I was wondering if we could uh see what what you can find out about fixing it.
01:00
Speaker 2
Hi, thank you so much for calling Linksys. This is Josh from HuckinHawk. Sure, what's the model number of the device? Sure. How many do you have in total? Okay, okay. What's a light indicator of the node? Okay. Who's in there?
01:00
Speaker 1
fiber. Yes, I do. And that's what I, that's when I noticed the issue. I was having trouble with it. First name Scott. Last name is Sala. S-A-L-A. And my email is my name, scottsala@sbcglobal.net. Correct. When you say reconfigure what you have, I should say no. Then I have not tried doing that. I've tried rebooting it.
03:00
Speaker 2
Okay. Do you have a link to this app? Okay. All right. Can I have your full name and your email address please? Okay. Your name is spelled S C O T T. Okay. So, have you tried to reset and reconfigure the node? Okay. We will try to, we will try to, uh, we'll set and reconfigure the node because maybe it is not working. It will not uh it has been disconnected success um it has been disconnected and um it will not reconnect if uh if it will not be reset and reconfigured. By the way, I just wanted to set your expectation that the node is still under our warranty until uh March um I mean May 31st 2027. Okay? So um for now uh please bring the node within 5 ft of the main node. [silence]
03:00
Speaker 1
That's when I started looking at the nodes and the lights and everything, and they were red most of the time. Okay, let me plug this in so we can be within three feet of the of this. Um, let me see. All right, I'm going to try a different outlet. One second. Uh, let me get an extension cord 'cause I won't be within three feet if I do it with this. Give me one second. I'm just going to get a an extension cord. Okay. It's locked. I'm plugged in within three feet of the parent node. Yep. Hello? OK. Yes. Flashing blue right now.
05:00
Speaker 2
okay now uh we're able to power on the node All right what's the light indicator Okay, let's give it time to fully boot up.
06:00
Speaker 1
Okay, we have a solid white right now. And normally what I see is the solid white lasts for maybe a minute and then I go immediately to red, but let's see what this does now. That's what, traditionally what I've seen when I tried plugging it in, but it's solid white right now. [silence] Okay, we have a solid white right now. And normally what I see is the solid white lasts for maybe a minute and then I go immediately to red, but let's see what this does now. That's what a traditionally what I've seen when I tried plugging it in, but it's solid white right now. [silence]. Okay, we have a solid white right now. And normally what I see is the solid white lasts for maybe a minute and then I go immediately to red, but let's see what this does now. That's what a traditionally what I've seen when I tried plugging it in, but it's solid white right now. [silence]
08:00
Speaker 2
Okay, what's the light indicator now? Okay, so right now it's solid white, but it's gonna go to solid red later. Okay.
08:00
Speaker 1
I do okay just won't sold right. Yes, I do. Okay, it's flashing blue right now.
09:00
Speaker 2
And do you have a link sys app?
09:00
Speaker 1
Okay. It was solid blue and now it is flashing blue. Okay. It went from flashing blue to a solid blue right now.
10:00
Speaker 2
Okay. All right. Now, let us add the node using the Five press method. So, the five press method is just simple. You just have to press the reset button of the parent node five times within 5 seconds. It's gonna be like this, here. Press and release one. Press and release two. Press and release three. Press and release four,
11:00
Speaker 1
Okay. Got it. And. Got it. Okay. Okay. I'm going to do that right now. Okay. Are you Are you flashing white? It is solid blue. It is. Got it. Okay. Are you flashing white? Okay. Are you flashing white? Okay. Are you flashing white? It is solid blue. Okay.
12:00
Speaker 2
Press and release five. Not too fast, not too slow. On the parent note. Yes. Press it five times in five seconds. Okay. What's the light indicative of the parent node now? Okay, how about the child node? Still solid there.
12:00
Speaker 1
Yes, so now it's flashing blue. Okay. The child node is flashing white, and the parent node is flashing white. Okay. Okay.
13:00
Speaker 2
We Okay. All right. Um, let's give it time around 3-5 minutes to fully boot up and it should turn solid white right after 5 minutes. So, closely observe the light indicator. Okay. Okay. What's it like indicate her now? Okay. I gotta go for a drink of water. Okay. salmon Okay. which way Um, brown. Oops. Uh, whoops.
13:00
Speaker 1
Okay, the child node is now solid white. The parent node is still flashing white. Okay.
15:00
Speaker 2
Okay, all right, let's just wait for the parent node to turn back solid white. Okay, did the parent no turn back all the white? How about the child? No the Okay, go ahead, sorry. Okay, so just give it um Sorry? Uh, okay. I believe [silence] [silence] [silence]
15:00
Speaker 1
OK, I'll give it some time. Is there an advantage to doing that? Does it, uh, does it do anything to, if you keep it close? OK. All right, let me, let me do that. Let me relocate while I've got you on the, on the, the phone real quick and I'll put it back to its original location. OK. Um, while I'm doing that, can I ask you a question about the app?
17:00
Speaker 2
if that they are all good now, you can actually relocate the child node. If you want to have to give the cell node more time to establish good connection to the parent, you can leave it for like 30 to 1 30 minutes to one hour right next to the parent node before relocating. But you can relocate the node right now. If you want. There is no real there's no there's no really, no, there's no really like an advantage. If we just want to observe, but you can really relocate the node now. Okay. Sure.
17:00
Speaker 1
under when I look under nodes, when I look under nodes on the app, the router is hardwired via a gap line cable for a cat6 to my to modem from my internet provider. And I see, it looks like when I look at the I look at the it's called the router or parent node. It's got a looks like a a set of brackets with a series of three dots in the middle. And I believe that indicates that it's hardwired. input is hardwired. When I look at the other child nodes, when it when it's working normally as it is now, I see two each one has within those brackets in blue, it looks like the the wi-fi signal flag, like a series of radiating lines, showing signal strength. Now, typically, with the other child node, everything is fine. I see that radiating symbol. When this particular child node I'm having issues with, goes bad or it stops and I see the red light. What I see on that child node is instead of that radiating, uh, signal, I see the brackets with the three dot lines on it. Can you explain what those symbols mean and what this, okay. Okay, make sense. Yeah, yeah, the like the Wi-Fi icon, right? Okay.
18:00
Speaker 2
Yes. Because it shows it's offline, because it shows if it's offline, uh, yes. If it if it because these child nodes are, I believe, um connecting through war wirelessly to the parent. So normally if it's wireless, it should show like, um a wireless icon, right? And if it's offline, it's going to so it's going to show the the the the dots or the the bracket with dots in three dots in between. And sometimes if the node is is wired directly, it's not going to show a the wireless icon, it's going to show the bracket.
19:00
Speaker 1
And that's what I'm seeing. That's exactly what I'm seeing. My, my, my parent node is hardwired to the, to the router and I see the dashed lines. Okay, that part's normal. So if I do see, if I don't see the radiating Wi-Fi symbol, then I typically will know that that particular child node is, is not connected wirelessly to the parent. Okay. Okay. Okay, okay. All right. That answers, that's what I was seeing then. Okay, that makes sense then. Okay, this is still booting up. I'm seeing a flashing blue light yet on this child node. This has been relocated. I just want to verify that this comes back up. It's not that far, maybe, maybe 25 feet, but it's on a different floor. Maybe 20 feet. Um, the parent node is in the basement next to the, uh, the
20:00
Speaker 2
connected with three dots in between the brackets. Yes. So that is just normal. Mhm. How far will this be from the other nodes here? Mhm.
20:00
Speaker 1
router, the child node that we have no issue with is pretty much 15 ft away from the parent on the main floor and this one is about 25 ft away from the parent on the main floor. Okay, we have a solid white light. Let me just let me just take a look here real quick. Um, but traditionally, this is been the the child node that we've had issues with since we got this thing and I don't know if that's an issue or not, but it it is hooked up now. I got a solid white light and the app I'm running through the app now to to make sure it can see it. Okay. All right, now. Oh, quick you, oops, let me go back. Three nodes. Come on. Says internet. [silence] OK, yeah, there it is. OK, so I do see both child. Go ahead. I just wanted to let you know that I am seeing the Wi-Fi symbols for both child nodes. I have a white light on the problematic child node, so it looks like it's hooked up. It looked like it went back to what I normally see for coverage. Uh. Uh-oh. [silence]
21:00
Speaker 2
Okay. All right, sir. Yeah, no worries. Go ahead. All right. Okay. Now, sir, let us check the firmware version of the node, sir, to make sure that it is not an issue of the firmware. Can you please go to Network Administration of the app, sir? Mhm. Like where you go to check the child nodes. Network Administration and then under the child nodes, sir, click on each nodes, each nodes, sir, starting from the parent node. Check, click on it, sir, and it's going to show you the firmware.
22:00
Speaker 1
OK, for more version. I'm seeing 1.0.14.216738. OK, let me look at that. Child node two, uh, the same. 10104 216738, and the parent is the same. 1014216738. Heshey. OK. Like,
23:00
Speaker 2
Can you tell me whether, like, current firmware version? Okay, and the others? Okay, I believe that they're all good sir. All right, so that is not the issue of the firmware. All your nodes are up to date. So, yeah, do you have any other concerns sir, or any question?
23:00
Speaker 1
Okay, I did try that earlier before we did the call and it did just the same thing except it didn't turn back solid white. We have solid white right now. Then the signal strength looks like it's pretty good as far as Okay.
24:00
Speaker 2
Sir, if it's gonna, if it's gonna behave like that, sir, try to move it closer to the parent and observe if it's gonna stay the same. yeah, because I believe that while ago, sir, it has been. yeah, because a while ago, sir, before you call us, it has been disconnected completely. Right now it's disconnected, but it just keeps on disconnecting. So if it happens again, sir, move it close to the parent node and give it maybe 24 hours, like observation, sir, if it's gonna do the same when it's near the parent node. Because if it transcription by SpeechText.ai
24:00
Speaker 1
Okay. So you don't think it's a physical hardware issue with with this child node. Okay. So keep an eye on it for 24 hours and then if it if it still has then I can try relocating it closer and watch it and then if if there's still an issue, I can call you guys back. Let me grab a pencil real quick. One second. Okay. All right. And this is Lynxis and it's ticket number. Okay, I'm ready. [silence]
25:00
Speaker 2
It's not, sir. Then it could just be the problem with the distance or the location of the node. Maybe it just needs a relocation.
25:00
Speaker 1
001359 83. 001 359 83. okay, perfect. thank you very much for working with me on this. thank you so much. have a good, have a great day. thank you. bye bye. you too. bye bye.
26:00
Speaker 2
001- 359- 8383 yes. Okay? Alright. So, you're welcome. Thank you so much for your cooperation as well, sir. I will not take too much of your time, sir. You take care and enjoy the Wi-Fi. Goodbye for now. You too. Bye-bye.
26:00