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 assistance, press 1 now. 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 product, paid support option may be available depending on the issue. [silence] AI mean if we call on linksys, my name is Gerald. We can help? [silence] Yeah, that's me. [silence]
00:00
Speaker 1
Of your, I've, I have like a system. So, okay. So I have like a Wi-Fi router and then that's not, it's called Netgear. And then I have one of your, um, nodes attached to the router. And then I have two other throughout my house. And I'm just trying to extend. I actually just bought two more nodes and I want to, um, I, I was just calling to see if you can kind of help me kind of get this whole thing set up because we got a new router recently. And, um, I like everything, like we reattached it to the back of the router and then like everything was blue, but I just feel like the Wi-Fi strength hasn't been as strong as it normally is. Um, so I'm just not sure if we need to do like a whole reset with the new router. Is that usually recommended? Hello? oh that's okay okay so okay so we just have to well it's just weird though because it's blue and then like i said it's just like oh you know what though the one in here is red the one actually attached to the router maybe maybe that's been the problem the whole time so are you able to help me like get these like back to all working and connected to the Wi-Fi though with my new notes you okay? yeah cool yep, i'm jackie and i mean this one's red [silence] do you need to like restart your computer or something because sometimes that really helps? um i think i just got new one so i'm really excited i think you told me that you're having some issues with the Wi-Fi though is that correct? yes Wi-Fi not working [silence] ciao [silence] can you hear me right now? [silence] [silence] [silence] [music]
01:00
Speaker 2
I'm sorry, yeah, I was trying to fix my audio here. So regarding with that, no, we don't need to do a reset. It's probably just a channel problem. Sure. Let me just make sure I understand it. But but one second. Let me check your record right here. I think you have a record. You're Jackie, right? Okay, you have a record. One second.
02:00
Speaker 1
Okay. So now I have five. I have the same internet provider but I got a newer modem. Like I want to see maybe like a month and a half back. That's the last time I called you guys because I had a horrible time trying to like reconnect everything. But you guys were able to help me. But like I said, just like I haven't, then I like bought two more links. Like I mean, I've bought another box with like two more nodes. It's just weird. I usually had no problems with the extension of where I previously had it. And then I started having all these problems recently. So then I called my provider. I have Comcast. I have Xfinity. And they said, Well maybe you'd need to get like an updated modem which increased the range.
03:00
Speaker 2
So how many links is your tower you have total? [silence] And you said you got a new gateway from your internet provider, right? A modem and a router. [silence]
03:00
Speaker 1
router. So I got an updated router and it's just, it seems like it's kind of been like worse service, you know? and then especially with like, when I re-hooked up the, like your nodes to it, like I said, like the node is literally in a closet, like not far from like our one bathroom. And like normally we had great service in that bathroom. We have like no service in there. So I just, I don't know what's going on. But we have the, um, we had the Wi-Fi, um, actual router with one of the links behind the wall and this one's flashing red. So I'm wondering how long this has been flashing red for. Maybe that's been the problem the whole time. Maybe it's got disconnected somehow. No. Well, I don't know. I didn't pull it out of the wall. I literally have it like behind a brick wall. I have my Wi-Fi. Yeah, it's a pseudo brick wall. Sorry. It's not a real brick wall. I just kind of want to just like I want to do like a reset.
04:00
Speaker 2
Do you remember when was the last time it was working.
04:00
Speaker 1
it like got everything working to this new Wi-Fi get my new um the new nodes i just bought hooked up and i'm just hoping like everything starts working seamlessly so the one that is is is yeah so the one that's actually connected to the router right now is blinking red and i don't have any of the other ones plugged in right now so i'm just waiting for you to tell me what to do first yes it's plugged into the on that says internet that correct the other and is connected to the Wi-Fi router itself and they have like four ethernet cables and it's and it's in the first
05:00
Speaker 2
We'll do that if it's necessary, but, but, yeah, not right now. At the back of the main router, uh, no, not the main router, at the back of the parent node, the main tower, where's the cable plugged in? Okay. There. Okay. all right. Yeah, that's correct. The other end of that cable, where is that connected to?
05:00
Speaker 1
the next year the neck here that's what you want. The wait one, what do you want on it? Um model number? I have a serial number. I have a mac number. I all model C seven zero zero zero D as in Victor two. And see as in cat was the first one to see, you know. So C as in cat seven zero zero zero, V as in Victor two.
06:00
Speaker 2
Can you give me the model number of that? The gateway modem router? That's good. That's good. yeah, um, I'm out of number. I just need to see what it looks like.
06:00
Speaker 1
[silence] It's blinking red. [silence] so there's two things. [silence] Do you mean on the actual neck here? [silence] Yep. [silence] I have it in one right now.
07:00
Speaker 2
The light of the main tower, is that solid red or blinking red? It's either the cable is not properly plugged in or there's something wrong with the port. At the back of your Netgear router, where's the cable connected to going to your linksus router? I mean, from your linksus router to that, as that gear. Where's the cable connected? Yeah, from from the internet port of your linksus router, the other end of the cable is connected to the Netgear, right? And which port is it? LAN 1, 2, 3, or 4? Do you have
07:00
Speaker 1
Yeah, I do. But this one, it's weird. I just, um, I just unplugged the links and now it's blue. To say no. I want to make sure the power cord was in good. Yeah. And I think actually with the, actually with the new, um, with the new nodes that I just got, I got a spare Ethernet in here too that I can use. Do you want me to swap them out? All right, so. Okay.
08:00
Speaker 2
[silence] Yes. [silence]
08:00
Speaker 1
All right, I have the new one in it's red right now. Again, it's like, you know it's like solid red, but then it's like phase, you know it's like phase fading. So, I have the new one in it's red right now. You know it's like solid red, but then it's like phase, you know it's like phase fading in and out. That's what you consider blanking. I didn't swap it. No. And that's why you consider blanking. I didn't swap it. Yep, is and spread. Yep, I have it in the Ethernet, or sorry the internet on the on your system, and then I have it in a number one.
09:00
Speaker 2
the same main node right it did not swap the main node to any of those child so the the cable now did you connect that to the i mean the new cable your spare cable is that is that connected now to the router silence
09:00
Speaker 1
Ethernet in my Netgear. Still blinking red? Yep. Okay. Okay, I did that. No, still blinking.
10:00
Speaker 2
Awesome. And it's still blinking red. Really strange. Can you connect that to port two? The internet port of the, can you connect it to port two of your modem, gateway? Yeah. Is the light solid now? Still blinking.
10:00
Speaker 1
It's, it's, like directly connected. There's no wall pattern. I mean, I have them on my mantle right now in my fireplace. They're right next to each other. They're like four inches from each other.
11:00
Speaker 2
This directly connected to the net gear router or there's a switch inbetween or a wall patch? No, no switch hub inbetween, right? No wall patch inbetween.
11:00
Speaker 1
You know, last time I did call in, I mean, I, I, it was blue at some point, it was blue when I put it back, you know what I mean? No, no, it's not now, I'm saying like when I called in last time, like everything was fixed on this end, like I'm saying that the node was blue, you know what I mean? So it'll work with this router is what I'm saying, earlier. Use maybe instead of the okay. Do you want me to change out the actual [silence]
12:00
Speaker 2
Yeah, that's because it's going to restart the I mean it's rebooting. I understand. This one is trying to figure out the problem. Blinking red again is not connected, or it did not detect the cable. It's a problem of the cable or either the port so if we swap that, it'll gonna be the same problem probably. But we can give it a try. Get one of the node, the same model number. We'll try that as a new main node temporarily for now.
12:00
Speaker 1
Power cable or anything first? Okay. Disconnect it. I took one of the new child nodes, or sorry, one of the previous child nodes that I had, same model, plugged it in. And I put the internet in, and now it's it's blue currently.
13:00
Speaker 2
No, no need. Just get one of the child nodes and make that as a new main node, right? Now, make sure that it's the same model number. MX 5500. You can disconnect the the current main node and turn it off. All right, when it's red, press the reset button, hold it down for uh, 20 seconds. [silence]
13:00
Speaker 1
Will it do anything when it's reset? it's nothing right now. Yeah, I held it in for 20 seconds. Now it's blue. okay.
14:00
Speaker 2
Is it now red blinking or solid? Did you press the reset button? So we're expecting that to be solid purple. The light in it's gonna take two minutes to fully boot up. So we're gonna wait two minutes. [silence]
14:00
Speaker 1
Okay, it's purple. Okay, it's Red. Now it's purple. Now it's white.
16:00
Speaker 2
All right. Press and release the reset button of that five times. One second gap between presses. Sounds like this. Press, release, five times. All right. Did you? All right. Got it.
16:00
Speaker 1
It's like purplish white, and it's like blinking. You don't want me to have any of the other nodes like plugged in or anything right now, right? Okay, cool. Okay, it's blue. It's solid blue.
17:00
Speaker 2
What's the light now? Okay. Not right now. Wait for one minute. If it say solid blue, connect it to Wi-Fi. If that Wi-Fi information is at the bottom of that unit, there's the Wi-Fi name password.
17:00
Speaker 1
It's red now. It's blinking red. Mm-hmm. [silence]
18:00
Speaker 2
red solid, so the same problem, I'm expecting that to be solid red when [ silence ] it [ silence ] doesn't have internet connection, but blinking red still problem with the cable or the port. We tried the different no, stay model number though, but still the same problem, blinking red. Something wrong with the cable or either the port of the the internet source, not working, not active, we can. [silence]
18:00
Speaker 1
Uh, Oh, uh, hold on. Yeah, you know, that loud, that loud boom, Pete? That was... the Wi-Fi, Owen Kear. All right, take two. All right, take two. Hold on. Sorry, we just wasted like 20 minutes of both of our lives on that one. We have it in like this little like secret little space behind our TV. No, my husband pulled the... [silence] all this stuff out he knocked at he actually knocked the routers power out of the wall socket so. yeah like my router so that's why it wasn't working. You know what I mean? The length was connected the whole time but the router like the router wasn't plugged in. So that's why no internet was working. Cuz when I logged on my computer I'm like my computer's not even connected to the wi-fi I apologize. So it's getting booted back up. It's Jo just yeah we just got to start over. It's just gonna start for a second. Hopefully it'll work now because the wi-fi's just rebooting so I think it should.
20:00
Speaker 2
Oh, I see. I see. So just... So just... So do you mean the Netgear router or the Linksys router? So that means... Well, can we use the former main load and plug it into the modem, the gateway, gateway?
21:00
Speaker 1
Yeah, let me put the... all right, all right. Yeah, apologize. Okay. Former nodes in, we're back up and running, it's blue right now. and I do. Yeah, I have internet connection on my phone. I have full service on my phone and I also have full service on my laptop. I'm just going to confirm, just going to go to Google to make sure it loads. Yep, Google loaded and I'm on my internet for sure. We live in a condominium too. So like at first when I went on there, I was connected to like my neighbor's Wi-Fi. It was above me. That's why it was... I didn't notice it. You know what I mean? Because it automatically sensed that our internet was down. So it reconnected to somebody else's. So it...
22:00
Speaker 2
Sure, okay. [silence] Do you have internet connection from your computer, can you pull up a website or something? I don't know. Uh so the one we we just read that we need to add that back. I'm sorry to cut you off. Oh is that? Are you talking about the gateway right? uh. Usually the active port is the land one or the port one but if those are active, the port port are active then it's okay. So we'll see though. [silence] Great. That's good to hear. Can you connect to your Linksys Wi-Fi to see if there's internet? From that mouth. Uh okay. So we'll going to add the child node that we
22:00
Speaker 1
uh-huh so do i wait till it's ready then after i plug in it Okay because right now it's blue okay right now it's blue and you don't you we're only plugging in one note at a time obviously right the other ones i'm not doing anything with yet right I'm saying i shouldn't do yet
24:00
Speaker 2
temporal made is a parent node can you reset that for 20 seconds hold the reset button down for 20 seconds well add it back the power yes by the way sorry to cut but but do not reset it when it's blinking blue do it when it's red solid red or blinking red doesn't matter as long as it's red Yes. I mean when it's red do the reset. Yeah I think they will connect to the parameter node. I mean the the main node right now. And when reset that and
24:00
Speaker 1
well, I just mean should I like should I have them all plugged in or just, no, just do one at a time, right? I'm just I just want to make sure I'm doing it right. Okay. Well, right now, I'll start with this one. This one just turned red. It's blinking red right now, so I should hit the reset button now for 20 seconds. [silence] Okay, that was 20 seconds. [silence]
25:00
Speaker 2
Well, no, don't do that. LOL. Oh, yeah, we can do that. Yeah. So that we can have a better connection. So turn them off all of them, then plug them in one at a time. Start with the closest to the plant. Yes, please.
25:00
Speaker 1
Okay, that one just turned on blue now.
26:00
Speaker 2
Let's wait till it shows solid purple light, then we'll add it to the range note.
26:00
Speaker 1
okay. It's purple. One second. Five times, right? Okay. It's purple. Oh.
27:00
Speaker 2
All right, do the pipe process on the reset button of the parent node. Yes, correct. The main node. Hmm.
27:00
Speaker 1
No, the child node's purple right now. No, I did the child node. The child node is purple right now. The parent node is blue, but I've been working with the child node. No, it's just, it's solid purple right now the child node is solid purple. Got it. Parent node. Okay. Okay, I did that on the parent node. That is blue right now.
28:00
Speaker 2
But where did you... I mean, you press the, you probably press the reset button of the parent node, right? Not the child node, just making sure. Or did you do that on the child. Oh. blinking purple, correct? Or it's now red. Press the reset button of the parent node five times. One second gap between presses.
28:00
Speaker 1
And the child, man. No, it's not blinking, it's just solid blue. Yeah, to it. Yeah, it's gonna, purple and purple right now, it just changed. And now it's red. Okay. Can you, just that a curiosity, are you, are you able to see anything on your end or not at all, right? That's probably annoying for you guys.
29:00
Speaker 2
blinking right? and the child note is still solid? automatically takes 3 5 minutes yeah it's going to take 3 minutes to connect to the parent node internet source so we're going to wait 5 minutes 3 to 5 minutes not at all we don't have access to that
29:00
Speaker 1
do you know like, just out of curiosity, like, as it is doing this, like I can ask you, like, what would be a reason why, like, with having that node in that closet in the same spot, why isn't it extending as far as it normally does? Like with a new router. A router, I'm now. Okay. Did you think? Do you think we'll fix it by doing this? Okay. All right. It's blinking red still. [silence]
30:00
Speaker 2
Well, it shouldn't have been a problem, but I think it's just a channel issue since you have a gateway. It's probably interfering with the domain of main node. And the main node broadcast the signal to the child node. Probably, it's the same channel as the parent gateway. I mean the gateway. Yes. I mean we can test afterwards. So, all set.
30:00
Speaker 1
okay, it's red. sorry, it's blue. solid blue. so that's good. oh, now it's red. now it's blue, yep. okay. hey peep, will you move this one back to where it was?
31:00
Speaker 2
Right? But and it should be back to blue. Okay. You can move that back to where it was and see if it's gonna work there. [silence]
31:00
Speaker 1
Yes. Him. All right, and then is it okay that I plugged the next node in now? Or should I wait? Okay. All right. So he's plugged that one where it goes. I just plugged the next node in. It's blue on top right now. Do you want me to hit the reset button for 20 seconds? Okay. All right. My husband says it's solid blue right now in the closet, but usually it takes some time, right? So if this one's if that one's solid blue and this one's solid blue, can he move this one to the next spot then too? Is that okay? Or should I wait?
32:00
Speaker 2
Sure. Okay. Uh, No need. Uh, do not reset that. It's still, probably connected to the main. We did not reset the main, so. it's still connected. Correct. No, that's okay.
32:00
Speaker 1
So I can move it. Correct? Okay. All right, Pete, you can move this one, too. You want me to pull them all, right? Yes. And then we'll do. All right. So, should I pluck one of the new child nodes in now? Okay. Do you want to see that those of these are working before we do anything? I'm saying like, do you want to make sure that these other two nodes, we just placed them where they normally are. You want to make sure that they're working before we work on the new nodes? Is that correct? [silence]
33:00
Speaker 2
I'm only, not I. Sorry, what what I man? Correct. Yep, that's right. [silence]
33:00
Speaker 1
um okay okay okay the one in the closet was going red for a while and now that one's solid blue okay the one close to the Wi-Fi that we that we logged in that we that we did first and then the one that my husband just plugged in further than that that one's still that one's blinking blue right now okay it's red now okay it's blinking red right now the one that's out in the hallway
34:00
Speaker 1
Pete does that one still blue in there? Yeah. Okay. The one that we reset and everything, that one's blue. The parent nose obviously still blue, but this third one, okay, this one just turned solid blue. The one for this that we didn't that yeah. This one's solid blue now. The third one. Yeah. It looks like I'm on that. Yes. It's working out here. And everything's blue right now, so we're good. So, now we just have the two new nodes that I just purchased.
35:00
Speaker 2
All right, can you test the the connection and you can ride speed or go to. I mean, just run around your house. See if the the Wi-Fi is working.
35:00
Speaker 1
but I want to get hooked up as well. So what, what should we do next? Parent knows. And am I supposed to do both of them or just one? Okay, I'll put them both in. All right. All right. So the one is turned on. It's solid blue. Do you want me to do anything? Should I reset this one or do what should I do? Okay. Sorry? Uh, yes. Yes. Yes, initial setup. Yes, yes. Okay, cool.
36:00
Speaker 2
right no no no let's just wait till it turns solid purple the like it's initial set up right or no this is that this is initial set up for those child nodes to enabled and expected light should be solid purple on those nodes.
36:00
Speaker 1
I appreciate all your help. Sorry? Oh, yeah, no problem. I know this has to be a difficult position for you guys. Like I said, on your end, you can't even see anything, you know? All right, so, I've done this so many times with you guys. I have, like, extension cords on both ends so I can, like, have them both plugged in whatever you guys tell me to do. Um, one, okay, the first one's purple. The second node is solid blue. That is weird. Well, now it's um now it's red. Now it's blinking red. Am I supposed to hit the reset button on the one that's purple or the one that's blinking red? Which one? Okay. Okay, so the one that's blinking red. I'm hitting, um pressing the reset button for 20 seconds.
37:00
Speaker 2
Wait, it's going to be a problem because it sounds like a hardware problem if that turns solid blue without adding it. Can you turn it off and back on and observe the light? See. All right, let's just reset that then. So press the reset button up that hold it down for 20 seconds. Sorry, the one that's blinking red.
38:00
Speaker 1
Okay. 20 seconds. It's blue right now. It went black and then now it's blue and it's solid blue. The one that's purple has remained purple and the one that I just reset is like blinking blue right now. Mm-hmm. Okay. Yeah, okay. parent node is like a whitish color and it's blinking.
39:00
Speaker 2
beg your pardon? And then maybe we can export do the pop press again on the parent node, resize button. Same thing, same times. It's still the parent node.
39:00
Speaker 1
Okay. So, um, the parent node is solid blue. The one that was purple is now blinking red. And the one that we hit the reset button, that one's still blinking blue, just to kind of give you an update. Okay, so the one that we reset is now purple. Solid purple, just so you know. And then the one that we are trying to connect, it's still blinking red. Doesn't normally take this long, does it? Or just the one that takes three minutes. I just mean like, yeah, the child node, like getting hooked up. Does it normally take this long? Okay, cool. So it's blinking. That one's blinking. And we only do one at a time. Like I shouldn't do anything with the other one right now, even though it's purple, right?
40:00
Speaker 2
You mean the... The channel node? We'll wait till the light of the know we're trying to add, turns solid blue. I appreciate it. Watching television? I think it's fine for me. What about you? Cool
41:00
Speaker 1
the highest contempt sometimes take like three or five minutes. Oh, is it in that jar? Okay. It's still blinking, red.
44:00
Speaker 2
let's do the pad press again so that we can add the the other one the one that's purple right now I think if that continues to blink red
44:00
Speaker 2
behind five minutes, [silence] and I think that there's a problem with that node. [silence] probably firmware not updated. [silence] we'll need to update that manually. [silence] we're gonna do it manually. [silence] [inaudible speech] [silence] It's all good now. [silence] yeah, you can you can move that now. [silence] [inaudible speech]
45:00
Speaker 1
solid blue should I just connect it now? Oh. okay. Cool. She's one. Cool. All right. We're, we're making progress. All right. So, the other one now is like blinking and then we'll set this one up, um, at the inside of the gym near the rower. Yeah, where we used to have it. I'll come with you. All right. I didn't know if we should put it there or there. What do you think? Doesn't matter. in keep it there if you want. Be great near the rower. as soon. All right. I'm out here. I'm making smoothie.
46:00
Speaker 2
Yes, it should be okay to move that team practice. Okay.
46:00
Speaker 1
Make sure that this one's staying blue, the one that we just did. Will you stay with that and make sure that that's blue? As it boots up. Sometimes what happens is it'll- it'll go red and then it will go blue, go red, go blue. So don't- Just make sure it's solid blue. Yeah. Eventually, yeah. Alright, so if we- Watch in that node to make sure that one's connecting. And now we'll go back and check on the last child node. Okay. And now this one- this one is also solid blue. So I can move that. Oh wait, now it wasn't red. So we'll make sure it goes back blue first, right? And that one was a lot quicker than that last one. That one was like- Okay, now this one got solid blue. Now, question for you. This last one that I'm going to connect an uh Um, we have this actually hooked up to like a like a one of our security systems in our condo and they have like an ethernet cable it like you said it should always be internet like that should always be on the internet on this end, right? on the length, is that correct? Okay, um, this is um this is like a blue cord that's like a it's like a backup for our internet system. So I would imagine it would go internet still, wouldn't you agree? Or do you think it would it would be ethernet? Hey, can you hear me?
47:00
Speaker 2
No, no. The Internet port is for the Internet source. But if you're connecting devices like television cameras or something like that, it should be Ethernet Ethernet port. I guess I don't understand the explanation here. Wait, so that's the child node, right? You're going to...
48:00
Speaker 1
yes, yes. So this child knows we're putting in, so this is, I live in a condominium and we're extending the Wi-Fi into like, we have like this sprinkler room back here and it has our security system, um, for our building and we're using like our home's internet as like a backup source for them. So there's actually like this ethernet cable that runs from like there's a security panel here. Um, and it's, they're just like in the event that they lose service from somewhere else, then they can pick up on the Wi-Fi system, like if something goes down. So I just didn't know if this blue cord should be in the ethernet or the internet.
49:00
Speaker 2
to move somewhere. okay, and... Well, how far is that? And which note is the closest to that? if that
49:00
Speaker 1
far from the one the third one that we placed out here, and it's solid blue. The third one is about 10 yards, my husband said. Hey Pete. So, I was just explaining to him about like this cord, this blue cord that runs here. I just asked him, does it go on the internet or to Ethernet? And he Definitely represented It's not a Wi-Fi system. It is a way in which that alarm system will connect to as a backup to the original box. Yeah. So, [silence]
50:00
Speaker 2
And you're trying to connect your security cameras or are you trying to connect that to a different internet source? The problem is that you cannot use the, I mean, the internet port of those child nodes specifically just for your security camera queries, because that will not be possible.
50:00
Speaker 1
Oh, and they're configured differently? Well, okay, so it goes to the Ethernet. Hey, thanks for helping us out here. We really appreciate it. I know it's frustrating being blind on your side. We're almost done. This one's pointing red right now. And then how did, Yeah, you've done a much better job than anyone we've talked to before. Although everyone's been very helpful, you've been very like direct and good. Yeah, like very well explained. All right, now it's straight blue, which is good. Yeah, I totally thought this was going to be a nightmare today. You made it such an awesome experience. Okay, so I think we're solid because it's blue. Oh, no, it's red. How many times have you done this today?
51:00
Speaker 2
Because right now, they are configured as an extension of your, yes, correct. So you can only use the Ethernet for it. That's good, I appreciate it. But yeah, no. Appreciate that guy, okay.
51:00
Speaker 1
Hold on. Come on, come on, come on, go back. Blue. Peter, we still blue over there? Alright, I think we're all solid. I think we're blue everywhere. Alright. I don't think so. Thank you again for all your help. I appreciate it very much. And I don't have to do anything on my end on like the app or anything? Until it'll automatically show up on my app, right? Okay, cool. Alright, I appreciate it. You have a great weekend. Alright, bye. Bye.
52:00
Speaker 2
I'm here. So any questions you want to ask? Yeah, everything is the same, no need to change anything regarding the uh with the setup right now. Should be good. You guys too. Have a great weekend, thank you so much.
52:00