Speaker 1
Welcome to the service wall. Hi, I was calling because I've been having some issues with my mesh system here. And what's kind of awkward is one of my actual child nodes, I haven't completely disconnected.
00:00
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For out of warranty products, paid support may be available. 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. Thank you for calling Linksys. This is Ice. How can I help you?
00:00
Speaker 1
rit and I've already logged out of the link to Zap and I logged back in but it still shows up like it's com like it's wired and it's connected yes so the serial number is 1 time 58 W is a whiskey 1 O M as married 2 7 day as dog 7 103 79 uh huh [silence]
01:00
Speaker 2
can you provide me, sir, the serial number of your Linksys? alright, hold on, I'll check for it your Linksys product is model MX6200
01:00
Speaker 1
No, I have five nodes.
02:00
Speaker 2
And you have three of these nodes or a lot? Okay, five nodes and all right. All of them are MX 6200. All right, so there's no issue with your nodes. They're all connected and online. Only one child node which you have. Yes. Yes, so uh your nodes are working fine.
02:00
Speaker 1
Yeah, with that note, I've been with that note, I've been having issues because it's been like solid red. So I'm trying to figure out like what's going on or trying to get that one fixed, but like I said, under the app, it shows that it's connected. Five. All right five or yes, all five are showing like they are online. [silence] [silence]
03:00
Speaker 2
just one of your Child node, you already unplugged it, but it's still showing on your app uh is connected. Correct? Yes. on your Linksys app, how many nodes, that does appear on, how many nodes appear on the nodes? uh five. And all five are online. Are you sure that it stated there that they are online, because sometimes, it will show five nodes, but it will state if it's offline or online.
03:00
Speaker 1
Um, well, usually usually when one of them is offline, it gives you kind of like an error message on red, but right now, um, it's showing but this but but but but but but but but this node has been offline for quite some time, it's been under red for like a long time. And eventually, I could say right now, I just rebooted it completely. Um, I didn't delete my links is up, but um, I logged out of it and logged back in. Do you want me to delete it?
04:00
Speaker 2
Can you check again. A check because. uh maybe the. the app is still loading the information. uh. It's an application software. Sometimes the process of loading the new. uh update. Will take some time. So. Uh try to refresh again your link is up. Mm-hmm. Mm-hmm. So when you log back in it still shows. No. uh there's no need to delete it. uh. I just want you to. uh.
04:00
Speaker 1
I did. I did. I logged out and I logged back in. It still shows five nodes are online. Yes. Yes, C. Yeah. The serial number is 58 WS and W and V K. One, zero, M's and Mary. 27 D's and dog. 07357 .
05:00
Speaker 2
Try to log out and then log back in because maybe the... So the one child node that you have unplugged, can you check the serial number of that problematic child node? I mean, the child node that you unplugged. What's your serial number? And can you check on the Linksys app that shows the child node? Can you check if it corresponds to that child node or not? Then you have something that you can check because some reason your MX suddenly have to reboot because it shows that there's no WAN port. Okay. Try to power cycle. and if possible remove this, remove the WAN cable out of the system and plug them back in.
05:00
Speaker 1
Yeah, it matches. Yeah, not exclamation point. It shows like it's connected and that it's connected hard wired. No, it's not hard wired and it's completely disconnected. It's off power. There, it's not connected to power. [silence] Talk slower. Can you talk louder? So I can't hear you well.
06:00
Speaker 2
It shows on your app the serial number. it's not just... And what does the details... says? No exclamation point. But you did not connect that hardware. I think then there might be some technical glitches on the app. Is there an update for that app? Have you checked on Google Play Store or in Apple Store? Maybe there's an update for your Linksys.
06:00
Speaker 1
Let me check, but I don't think Lexus has put out an update for years, but I could check. [silence] Barack Obama.
07:00
Speaker 2
up and you may need to update your Linksys app. If there is no update, then it could be a bug issue or technical glitches on the software itself. So you may need to refresh the app or observe it for a day and if it still doesn't show then there might be a bug issue with that with the software of the Linksys app. But you don't have to worry because your nodes are still working fine. It's just the software may have some technical glitches or a bug issue.
07:00
Speaker 1
A ver, Miguel, si tienes datos, ¿verdad? Sí. A ver, preéndelos. Te voy a colgar, te voy a hacer la llamada. ¿Sobre? ¿Sobre? ¿Sobre? So then what do I need to do for it to? ¿Okay?
08:00
Speaker 2
Okay. There is nothing you can do about it because it is a software application. So we just need to wait for the team in charge for maintaining or fixing the software because I think that's a bug issue.
08:00
Speaker 1
Well, I don't think it's a software or a refresher issue because it's been like this for days. [silence] [silence] So then [silence] [silence] Well, no, I'm not, I'm not, I'm not going to wait for, I'm not going to wait for a few years to updates to happen. I mean, if there's an issue, anf issue needs to be resolved. Obviously, I bought your product and I want to make sure that your product is working.
09:00
Speaker 2
Right. So, as I mentioned, it could be a bug issue or there might be a technical glitches with the software application. So, there's nothing we can do about that because we're only trained on how to troubleshoot your router and not the software application. We are not in charge of that. So, what I can advise is for just to try to refresh again your app and observe it for 24 hours and if it still doesn't work, then just wait for any updates from the team in charge of maintaining or fixing. Yeah. Yeah. Yeah, but the product is working. [silence].
09:00
Speaker 1
[DOWNWEIGHT] well, it's not work no, it's not working because this links is not working. It's not working because this links is noticed red and but it's showing that is connected. Here, I just I just uh, keep me I just um, I just I just deleted. I just deleted. I just deleted the app and reinstall it. Let me see if that changes anything.
10:00
Speaker 2
It's just the application software that has that issue. I see, so... So if it's about your... Okay, if it's about your router, we can do Some if it's about the node, we can do some troubleshooting steps. If it shows a solid red light, we can try to reset that and add it again to your parent node. But if it's about the Linksys app or the software application itself, there's nothing I can do about that because I'm not trained on that software application. There's an IT
10:00
Speaker 1
okay yeah uh 073 we're going up go ahead correct an air
11:00
Speaker 2
expert or who's in charge of that. And my scope is only for troubleshooting linksys router or nodes. While you are waiting for installing the app, we can try to do a reset on the child node that has a solid red light. Uh, that child has the solid red light is it the one you provided? The serial number 5-8-W-10-M-27-D-0-73-79.
11:00
Speaker 1
corregir. excelente. Hum, dije? Si. Hum, hum. Si, si estoy tratando de acceder a la app ahora para ver, ahora que tengo la recarga.
12:00
Speaker 2
Alright, so that's the one that's showing a solid red light. Let me just, uh, confirm, sir, if your name is Alex Ramirez. Alright, Alex. So, since your problematic child node is, uh, is showing a solid red light, let's try to bring it near your parent node. Mhm.
12:00
Speaker 1
Has that changed anything?
13:00
Speaker 2
So, it could be a technical glitch on the software application. So, there's nothing we can do about that. That's part of the software system. What we can provide assistance for is on how to Did resetting or reconfiguring your node solve the issue?
13:00
Speaker 1
y que se conecte a un papel con el que yo le puse pues ya está no se removió se conectó si tú le ves con un aparato que está y esto en el tablero negro y el tablero negro ya están de este a ver no creo que sean esos que están porque ya tenían internet ¿verdad? pues yo pienso que si vemos que siempre se conectaban Wi-Fi yo pensé que estaba conectándose al cableado pienso sí porque aquí están los pronto prácticamente los dos sin servicio entonces los que están conectados y que tú tienes el negro nunca tuvieron servicio sí eso nunca tener servicio yo según de mi aplicación yo le mandaba el servicio Unkey niggle. K Nagoro through so crew talk about us address ass. Yes Yes. Yes close to the parent node in this child node is still solid red. Uh huh Uh, okay. [silence]
15:00
Speaker 2
Hello. Hello Alex. All right. Uh, did you bring your child node near your parent node? All right, let's do a reset on your child node. It reset button. Once it uh the light is off, you can release or let go of the reset button.
17:00
Speaker 1
de nuevo Yes.
18:00
Speaker 2
So when you press and hold the reset button of that child node did its flat went off and you release the reset button, so now that it's blinking blue, it means it's putting up. So let's just wait for its light to turn solid.
19:00
Speaker 1
this is what blue now this is that and this is that Colored
20:00
Speaker 1
yes. Solid, solid bloom. okay yes.
21:00
Speaker 2
Hello, Alex. So what's the status now of your child node, the light? All right, so since it's solid, blue, it's ready for setup. Uh, what I need you to do is to press the, the reset button on your parent node. five times within five seconds. So, the parent node or reset button, press it five times. Uh-uh. Okay. Once you're done uh pressing it five times, just uh-uh, check if it's like blink. Also, check your child.
21:00
Speaker 1
my parent node still has solid white and the child node is still the solid blue yeah blinked a little bit yes
22:00
Speaker 2
Notice if it slides and started... started to blink? Mhm. Oh, would when you... did the 5-press pairing method on your burn node, its light did not blink and then it went back to solid white.
22:00
Speaker 1
oh i understand that it should, but it did, but it did not yeah okay perfect, so i finally got a message under the Linksys up saying that one of my child notes was offline, so i guess that's a good sign, so obviously it's not appearing but let me first
23:00
Speaker 2
and your child node uh remains solid blue it didn't blink at all. Uh did you place your child node near beside your parent node? Because if it's near your parent node it should start a blinking. Um let's do again the Okay, let's do again the 5-press method on your parent node. Press the press the reset button on your parent node. Five times. Okay.
23:00
Speaker 1
These again the five times.Right, so my parent node is blinking white now. Another child node. Yes, it's blinking blue
24:00
Speaker 2
so maybe the information loaded too slowly or was delayed. So, as I've mentioned, it could be a technical glitch or dog issue with the software application. So, you just have to wait patiently for the app to refresh or restart itself, because there's nothing we can do with the software. Okay. And check your child nodes. Okay, that's good. It means it's responding to your parent nodes. So, they're talking to each other. Let's just hope. [silence] that your child node turns to solid white. What's the lights status now? Both parent Node and child nodes are still blinking. Usually, it would take it would take four to six minutes when adding a child node.
24:00
Speaker 1
Okay, well, the child mode is solid white now, just the parents, the only one that's blinking. [silence] um [silence] You know, I just want to make sure that my child.
28:00
Speaker 2
Okay. That's good, already. So, since your Chenote already turned solid red, it means it's already successfully configured. It's added as a Chenote to your parent node. So, your Chenote is already connected and online. So, you can now, you know, relocate your Chenote back to where you placed it before. Uh, you don't have to worry about your parent node, because that is the main node, so it will return back to its solid white all night. Alright, so we've already added your Chenote. Nod is connected, Alex. So, No other concern, since we've already configured your Chenote. Uh there is, as I mentioned before, uh there's nothing we can do about it because that is a software issue of the app. So you just have to wait for or the app to restart or restart or reload uh the fresh uh information. Okay? Mhm. All right. So thank you for calling Lynx and again, this is us, take care and have a good day. Goodbye. [silence]
28:00