Speaker 1
Oh hi um my child mode um has just um since last week been red um and I hadn't reset it or anything because my internet up in the top room was fine. But I thought today I would just reset it so I do what I usually do and come downstairs and put it next to the the parent node and reset it. But I've tried it about 10 times now and it's just goes back to being solid red. I'm trying to use the Link uh LinkSys app and it's not even picking it up. It just says the child node is offline. Normally it picks it up and then I can it just then pairs with the parent.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service. Your call may be monitored. Please remain on the line for assistance. I think you're calling Linksys, this is Joy, how can I help you today?
00:00
Speaker 1
Parent node, but it's just not doing it. I've tried some other instructions where you reset with reset the parent node is all press it five times in five seconds. And I've done all sorts and it's just staying red, so I don't know whether my child node has died and I need a new one. Sorry, the serial number for what the child node. Okay, uh, okay. One second. Okay, tiny little tiny writing. Uh, okay, oh I can try. Uh, 33 b 2 0 m 3 7 b 0 5 5 9 1.
01:00
Speaker 2
Yeah, I see. Can I have the serial number of that LNCSA device please? Yeah. Yeah, that's child node. And who is your internet service provider?
01:00
Speaker 1
Sorry, can you say that again? Can you? Sorry, I'm really struggling. So it did just the line isn't very clear. I'm struggling to hear you. I believe so, yes. Yes, they look exactly the same. Joanne Fry. F R Y. It's J A N D J F R Y.
02:00
Speaker 2
is your internet service provider he says a F and same model with the main node both of them are yeah both your child node and the main node has the same model right okay oh okay mail be your first and last name and lastly your email address
02:00
Speaker 1
Google. Yes. Yeah. I did the child node first. Yeah. Yeah. so it was blinking, but then it just goes back to solid red. whatever I've done, i've tried to
03:00
Speaker 2
Gmail or Google mail? Google mail. How many notes do you have a total man for the system? When you do this five press, did you reset the child node first before doing the five press on the main node? Okay. And when you do the five press, the child node will respond right, but it will just go back, a solid red. Soon.
03:00
Speaker 1
[silence] it just goes back to solid red. [silence] What do you mean reboot? [silence] Yeah. [silence] Okay. So I haven't turned the parent node off. I've only pressed the reset button five times after I done the reset on the child node. I haven't actually turned the parent node off and on because the instructions that I was given um didn't say to do that and ordinarily, I don't even have to use those [silence]
04:00
Speaker 2
Um, once it moves back to solid red, have you tried to, like, reboot the parent node and the child node after that? Like, um, when you add the child node using FIDO press, it will respond, right? But it will go back to solid red, and then after that reboot, or just restart both the main node and the child node, just like turn them off and then turn them back on after a certain period of time.
04:00
Speaker 1
instructions because I just have to have the child node near the parent node, press the reset, and then the parent node click five times, and then the app seems to oh, well, in fact, you don't even have to do that. You don't have to do the parent. So just a thing that's so complicated. All these different colors and other things. Well, I Google it, I get 10 different answers. Oh, when it completely goes off, you then release the button. Oh, no, when it's blinking red, you release the button. No, when it's solid red, you release the button. Which one's right? I've tried them all. It's so complicated. But, but ordinarily, I don't need any of those instructions. All I need is that the app, and the app doesn't seem to be working. It normally picks it up and goes, oh, I see you need to reconfigure or you need to repair your child node to your parent node, and then it, it kind of does it for me, and I haven't got to do anything apart from maybe press the child node reset, but that's about it.
05:00
Speaker 2
Okay, how about let's try to...
05:00
Speaker 1
where the app doesn't seem to be working at all and normally whenever this happens it does. Oh okay. Okay. So, why why have they changed it so you can't then just repair the child node via the app? [ silence ]
06:00
Speaker 2
I'm sorry for the inconvenience, but I'm afraid I couldn't transcribe your audio as it does not contain any speech.
06:00
Speaker 1
But why? That was really helpful. That was really useful. I don't know why they've stopped doing that. Oh. So do do I need new parent and child nodes then? Right. Well, um so how do I go about doing that? And is that going to cost me? Is
07:00
Speaker 2
Yeah, we no longer used the app to add it, so we just have to use the five print method or the web app. It was just relayed to us that they removed the remote access and that feature on this specific. And this one is already end of life. This unit is already end of life and soon to be end of support too since this is one of our oldest models. Yeah. That would be much better then to have an upgrade. If you wanted to upgrade with the new router, you can call.
07:00
Speaker 1
Okay. Because I would have thought, because I've not long gone on a new contract with gig clear and they didn't offer me new um nodes or anything. But if these are my end of life and then I'm having trouble trying to get them back up and running again just using the app, well that just seems nonsense because then you guys must be really busy now. Whereas before everyone could just do it through the app and there was no problem. I mean, that makes no sense. God knows why people make these decisions. But anyway, um it yeah. Yeah, if we can walk through getting this to try and resurrect it but I don't think it's going to work. I think it's just stopped working. Yeah. Okay.
08:00
Speaker 1
Yeah. Okay, so what I'm going to have to do is I'm going to have to put you on speaker phone so I've got both hands on the child node rather than holding the phone. Okay. Okay, so hopefully you can still hear me. Okay, right. I'm just about to press the child node. I'm going to find my pencil. Okay, I'm holding it down. It's it started blinking red, then it faded. Oh, it's doing all sorts. It's sort of no, now it's gone off completely. Okay. Yeah, I've released now.
09:00
Speaker 2
So, let's just reset the child node first. Just press and hold the reset button until the light will turn off, then release. OK. You can release now. Then just wait for it to boot up, then let's wait for it to turn purple or hot pink.
09:00
Speaker 1
So, wait for it to do what, sorry? So, it's going a purpley color, but it's just slowly pulsing. So, it's not a flash. It's not a quick thing. It's just slowly pulsing purple. But so far, whenever I've done this, it never goes solid purple. So, why would I see that? [silence]
10:00
Speaker 2
wait for it to reboot then let me know if the color will turn to solid purple or hot [ silence] pink yeah okay I see. so let's just wait for it to reboot then yeah have you tried to check um one after you reset the child node have you tried to check if its default name will show up on your wi-fi list as available network? And that is also one of the indication that means if you can see this
10:00
Speaker 1
Okay. How were I struggling to get this app to work? Okay. So it just says on the home page two nodes, and it's now just gone to solid red again. Um just just before answering your previous question. Um on the home page, where it says two nodes, if I click on that because there's a red exclamation mark, it has Roter, and then it has child node one. And I honestly can't remember if it was called that, but it's,
11:00
Speaker 2
the default name of the child note that means it was reset successfully. If the default name will show up and as available network. Yeah. We will not use the app anymore. uh, can you go to your Wi-Fi settings? Not on the app but your the Wi-Fi settings on your phone. Yes.
11:00
Speaker 1
It says it's offline, so my Wi-Fi, it's showing my GigaClear Wi-Fi, uh, oh, 3548, yes, so it's on the list so I've got basically
12:00
Speaker 2
Yeah, that is your child node. But if it, yeah, if it, since it has red exclamation, that means it's disconnected. So, um, yeah. Just close the app and you go to the Wi-Fi settings on your phone. And then check your available network if you can see, um, NETGEAR or the network name of the child node. Check at the bottom of the child node, there is a network name there. check if that will show up on your list. Okay, that's good. That means,
12:00
Speaker 1
it says Wi-Fi and it's the green button so it's on. beneath that is the main Wi-Fi that we have. then it says my networks and then it says the Giga clear three five four eight which is the network for the um or the Wi-Fi name for the child node. okay. so. okay. so I need to do five on the reset on the parent. yeah. okay. yeah I've done that. okay. so it's it's now blinking a sort of orangey yellow color. um [silence] so [silence]
13:00
Speaker 2
uh-huh. mm-hmm. okay, good. so it's ready for setup. Um, do the 5 burst on the main node to add it. Um, not too slow and not too fast. um, okay. mm-hmm. then, observe the LED of the child node and then
13:00
Speaker 1
Oh, it just blinked red. It's blinking red now. Okay. So the parent node has gone back to the green that it was. Okay. So you say it could be up to five minutes. Okay.
14:00
Speaker 2
They just give it a minute to respond. Okay, that's good. Let's just wait for it to process for three to five minutes, then you'll always look allowing blue. Yeah.
14:00
Speaker 1
It's still flashing red. Oh. It's gone a green colour.
15:00
Speaker 2
Okay. just give it another minute. it might go back to red, but just a couple of seconds or one minute, then it'll go back to blue.
16:00
Speaker 1
Yes, now it's gone red again. Okay. Yeah, it's just gone back to solid red rather than, oh no, now it's gone out again, now it's gone green. Okay, getting rooter settings. I'm still got a red exclamation mark. And it's still saying child mode one is offline. But, it is green now, where as it hasn't been for, yeah, for the whole evening that I've been trying it. That's the third time it showed green. But why is it saying
17:00
Speaker 2
Okay. Once it will go back to blue, you can refresh the app to check if it's connected, then you can relocate. Refresh your app. Check if it's now connected. Okay, yeah, just to go, okay.
17:00
Speaker 1
Offline and that's probably not the case.
18:00
Speaker 2
I guess, um, just wait for it to process, maybe, and then you can relocate that download. Yeah, see, sometimes it took some time for the app to like, adopt the real settings. Yeah. Okay. All right, that's good. um, we can relocate it, since it's already connected, and then just wait for three to five minutes to in order for it to reconnect. Yes ma'am. Okay. [silence] Yes ma'am. "Wait for the process again in order for it to reconnect. Okay." [silence]
18:00
Speaker 1
Hanging Red. Okay. [silence] [silence] Oh, it's -- frozen screen coughing -- at the that, is that, is that, what would you say that was?Left or right. -- is that
21:00
Speaker 2
Yeah, just refresh it later once it will turn blue. Just with, uh, just give it another minute. It will still go back to red for about seconds like what it did before. Then, it'll go back to blue. But if it will stay blue, then that's all right. Okay. That's all right. That's a great summary. Yeah. Okay, so if it's still, uh, solid peal or green or blue, then you can check the app. It's just really fresh.
22:00
Speaker 1
Aha. Yeah, okay. So, yeah, it's refreshed and it's now child node one. Yeah, the exclamation mark has gone. And it's still going. Okay. So I, I think that is okay now. Oh. So I was doing everything right, but can you remind me at what point did I release the reset button on the child node? Can you remember? Mhm.
23:00
Speaker 2
Okay, that's good. Okay. All right. When you reset it back. Yeah, once you reset it back to factory default settings, you press and hold...
23:00
Speaker 1
Right, so it's when the light goes off, after it's gone a few different colors and it's flashed red, as soon as it goes off, you release. Okay. So I have done that. I've tried because, as I say, there were quite a few different instructions online. There was some instructions I had in an email from a previous support engineer. Um and he said, when the light goes out. So, I've tried all sorts of different ways, but it didn't work, when I did it. But it works with you, so that's that's the main thing. See it's up and running. Okay. So, when it goes out, that's when, okay. I must remember that then. Yeah. So, I hadn't checked the, um the Wi-Fi in my phone settings. Um, but in in checking it, there was not an exclamation mark, there was just a link button. [silence] And it was, [silence] it was actually the last thing I looked at and then that actually happened. Yeah. So, [silence] it's all sorted. Yeah. Yeah, yeah, great. [silence] Appreciate it. Thank you across. Yeah. No problem. Thank you
24:00
Speaker 2
should we like show up then that means it was reset successfully?
24:00
Speaker 1
Do you think that actually did something to the Wi-Fi? I don't know. Because I hadn't checked them, but when I checked it, then it maybe have prompted it to look for other networks. I don't know. Uh-huh. I see. Oh, I see. Okay. Yeah. That makes sense. Okay, I'll remember that for next time then. Okay. Great. Well, thank you for your help, but I think maybe the best thing to do is to get new modes. Uh-huh. Yep. Yep.
25:00
Speaker 2
Yeah, because once that default name will show up, that means it's ready for setup. But if not, that means the cloud node is not yet ready for setup or it was not reset properly. Yeah, that's one of the indicators. Okay. That would be much better. And by the way, man, here is your ticket number in case you will call back. This is your reference number. Can I take down note? Okay. So that's 132Now if you'll speak again.
25:00
Speaker 1
Yeah. 132077. Yeah, okay. Lovely. Oh, great. Thanks for your help. Thank you too. Bye bye.
26:00
Speaker 2
0777 you're you alright so thank you for calling Linkswear you're welcome have a good day bye
26:00