Speaker 1
Ryan Polonio and I need help with my linksys uh mesh network. It's all of a sudden coming down and going back up and coming down and going back up without uh any explanation why. I've checked with my ISP and it doesn't seem to be them so I don't really know what to to do here. You know I've I've also reset the entire system and set it back up again with no avail. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
00:00
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. Hi, thank you for calling Linksys. My name is Van. How can I help you today? I see. Yeah. I mean, when you. When you. When you close.
00:00
Speaker 1
Through the app, remove my network and, you know, restart the configuration. I've also manually press the reset button until everything was reset on the different mesh nodes. And and then I put everything back up and that's still hasn't helped. It seems to be happening at the parent node, but I can't tell what's causing it to go out of sync. The ISP modem is not having an issue at the moment. So, I I don't know what's going on. [silence]
01:00
Speaker 2
All right. And in terms of trying to reconfigure the unit, in what way did you try to set it all back up? All right. Thank you so much for that one. Am I speaking with Ryan, Palonio? No. All right. Thank you so much for that one. Am I speaking with Ryan Palonio?
01:00
Speaker 1
Yes. Yes. I just rebooted them. They see if there's any issue with the modem on their end, and there was no issue, no one on Wi-Fi and my wired, uh, my desktop, uh, is on a wired connection and everything else is wireless. My desktop is still having issues.
02:00
Speaker 2
the email address is r haikish at gmail.com and the phone number you're currently calling is eight one three seven three two 3047 thank you so much as you mentioned you've already tried performing a factory reset and reconfiguration on the Linxys app have you done any other troubleshooting as well I see are you currently just on wi-fi oh you haven't tested it on wired connection as well all right
02:00
Speaker 1
The node light turns from light blue to red and it starts flashing and then maybe one to five minutes later it comes back online. Silences Okay. looking at the Yeah, I have it here. The current version for the MX- I don't have it here, I don't know. [silence] No. [silence] [silence]
03:00
Speaker 2
All right. thank you so much for that. and are they all plugged directly to the wall outlet or through a power strip? thank you so much. Can you open your links this app? Let's double check its screen for more version. On the dashboard, you can see nodes. can you click on nodes and click on the specific parent?
03:00
Speaker 1
85 is one dot zero dot 12 dot 216903. The other nodes are MX4,000 th. And the current version is 1.0.13.216903 for all the other three. Four nodes total. One is an atlas and the other other three are just the MX4,000.
04:00
Speaker 2
Hmm. I see. All right. Thank you so much for verifying as well. It does also reflect here that your current version is up to date. 1.0 to 12.
04:00
Speaker 1
hey tips. Yeah I did do that as well, but I'll do it now while we're on the call. All right I'm setting starting the channel finder now. Are there some kind of logs that I can send you?
05:00
Speaker 2
to 2.0 up to date 1.0.13 216 903 the next step we're going to be performing is what we call channel final do back to your home screen I'm sorry to the home page click on the three lines at the top left and find the Wi-Fi settings alright [silence] yes that will be after the reboot [silence]
05:00
Speaker 1
All right, let me see. So, update.
07:00
Speaker 2
All right. Is it done doing the channel finder? The music and right all the time is miking No, I had a fund front me.
08:00
Speaker 1
It's still going but looks like it's almost done. All right, it's done. It changed the channels for All of the nodes, moving the 2.4s to six and 1. for most of them moving to 5 gigahertz to 44 and keeping the current configuration for the six gigahertz. [Silence] Yes. 1 second.
09:00
Speaker 2
Perfect. So the channel finder. Perfect. It means that the channel finder was able to detect all nodes properly, which indicates that your nodes or the mesh system is configured as the way it should be. The next step is to reboot it using the linksys app as well. Just go to network administration, and scroll down at the very bottom where you'll be able to restart your mesh. All right, let's just wait for all your mesh system to reboot properly. That will be the last step for now. And in terms of where you'll be able to send the logs as well, it's still under network.
10:00
Speaker 1
okay. I see that button. the MX 85 is is connected to the uh the router from spectrum. And then the other nodes are placed around the house um and and have good, you know, connectivity. But it seems like the MX 8500 starts to flash red randomly and then everything else will go down obviously, since it's the parent node. for now, I
11:00
Speaker 2
There is an option called Diagnostics. There you'll be able to send your logs in terms of what's the current configuration and what's happening currently on your mesh system. So if you navigate uh beneath uh network health your system logs. There's also a feature that just to verify is the MX 500 the parent node and no other nodes. All right. Thank you so much, Trina. All right. I see. Thank you so much for that one. All right. So in the meantime uh
11:00
Speaker 1
hit the reset button it's currently resetting restarting, sorry, not resetting. Okay, I'll do that. it's still coming up. taking a little bit of time. I don't know if you don't mind waiting for me. Right now the node lights are red. solid red. Yeah, the parent node seems to be back up now.
12:00
Speaker 2
All right, so after it's done restarting, just send the logs from the Linksys app, and from that point on, we're just going gonna need to monitor it for the next 24 to 48 hours. However, if you still experience the same thing within today, around two to three hours of monitoring, immediately call us back instead. All right. No worries there. That's completely normal. They're just rebooting. The parent node should come back up first.
12:00
Speaker 1
All right, I see two buttons, one that says share router info with linksys and another checkbox that says I want to contribute to future improvements by reporting router errors and diagnostics to linksys. It appears that my desktop is connecting through the wire connection, but the wireless still seems to not be working and the node light is currently red. However, my desktop is working. I was able to rejoin my conference call. And is there a specific email address you would like me to share this data to, or just hit the button? [silence]
13:00
Speaker 2
No worries there. Once again, since it's a wireless connection, your nodes will follow up after, since the parent node is the first one to go back up. Is it currently requiring you for an email?
13:00
Speaker 1
It doesn't require it. No. It just had a comment that said, if you want to send it to a different email address, you can. OK. It's taking a while, but it's sending the report. We might receive it twice. All right, it's done. I sent it from my desktop and from my phone.
14:00
Speaker 2
Mhm. There's no need. Alright. Alright. For now, that should be it. Once all your nodes are turned back to a solid blue light, please monitor it for the next 24 to 48 hours. Once again, if you still experience the same thing around 2 to 3 hours of monitoring, immediately call us back for free [silence]
14:00
Speaker 1
All right, I will do that. Thank you very much for your help today. Thank you. Bye. [silence] Bye. [silence]
15:00
Speaker 2
thanks for calling Linksys take care and have a great day Bye-Bye for now
15:00