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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on the issue and device model. Please have your device serial number and contact information ready. If unavailable, kindly call back later. Thank you, for calling Nexus, my name is Gerald Lucano. Hello.
00:00
Speaker 1
you hear me? Yes. Okay. Uh, I'm calling cause for some reason my uh Linx's mesh system is the Wi-Fi is working, but it's not forming back to a network and it's not I think I can't log onto it through the app and every time uh I've reset it I reset the network twice. I tried to just reset the whole network. Sometimes it'll go through I got the Second time I got it to go through and it set it back up as a network like I had it before. When I went back to get onto it earlier today it broke back down and I can't get back on to network, like the Wi-Fi is still working through all the houses all the nodes are still working.
01:00
Speaker 2
Yeah, I can hear. Can you hear me okay? All right, how can I help? [silence]
01:00
Speaker 1
Well, there was work I must have reset it again. The order knows working but for some reason through the app, it's telling me it can't find the router or it can't read the router. So reset the router, unplugged the router. I've been doing all that and it's still telling me it can't find the router. I even tried logging into the app with the router, uh, password. I say just enter the, uh, the router password and just log in directly to the router. The app is not working and all the installation, most of the time yesterday, I had to keep retrying it because the app kept freezing on the installation. So, I don't know if that had something to do with it or but it's not, it hasn't been working. I had to change the modem and it hasn't been working right since. Yes. the model number is MX 6200 and the serial number is 58W10M26D10935. Michael Williamson 716 491 4047 S. at gmail.com spectrum
02:00
Speaker 2
What is your first name and last name? What is your email address? And who is your internet provider? Do you have the app open right now?
04:00
Speaker 1
okay, yes, I just opened it up. no, I, well, I have two routers set up, I have mine and the one I got set up at my mother's house cuz she don't know how to work it but mine, I can log into the app but I can't get onto my router I can get onto the other router at my mother's house but I can't get onto my router and when I just go through the router password, it tells me unable to detect the connection to your Wi-Fi, try the steps below. I've done that I'm using the Wi-Fi that's the direct Wi-Fi on the router with the router password. like you told me to do. and it's still give me this message. and when I just do it through the regular my email before it was saying the router was offline but the Wi-Fi was still on. Now it's telling me the router is online but when I go to try to press it to go into the router, all it does is puts me back out of the app. Like I can see it on, I can see it right now it says the uh online router I got the one on the street and then the uh V-loop set up 51B and I push on it. then it says getting router settings. then it spends for a while and then it puts me back to army. Uh puts me back out to army. uh to loging again. So it put me when I log into my router that's hooked up to my Wi Wi-Fi that I'm trying to set back up to the network. it pushes me right back out to the login. So I'll have to login again and it'll say it's there again. And when I go to press it again to get into the network to set the other two nodes up, it pushes me right back out. What the light on the router? Blue. I have three, but I only have the one hooked up right now because I didn't feel like redoing the other two again. But I have three of them right now, but I'm just trying to get the one set up. I'll do the other two later.
05:00
Speaker 2
What is the light of the baton? yeah The light on the top, what is that? You've got three total or just one, okay. Right. So is that connected to the internet source or spectrum modem directly or would
07:00
Speaker 1
yes it's directly uh hooked up directly from even at even at even at the even neck port yeah yes okay not a white turn not a light turn
08:00
Speaker 2
[silence] [silence] And at the back of your links link just making sure the cable is plugged in properly. The cable is plugged into the internet port, right? The one labeled internet, correct? Okay. At the bottom of the router, there is a bigger button. It's called power button. [silence] Press that for two seconds. [silence] All right. Let's wait 2 minutes to 3 minutes. It's if it's working then it's going to turn solid white. If not, then it, it'll be red. [silence] [silence]
08:00
Speaker 1
well it is yellow now okay it was white yes [silence] 10 10 41 [silence]
10:00
Speaker 2
All right, go to your phone settings and find the YPEN underscore PSU setup. Check if your phone is connected to it. Now delete the app and reinstall it. You've probably done that many times, so we're going to do it again.
10:00
Speaker 1
okay delete delete it up alright redownloaded okay it says allow uh links and device on local network local network yeah okay now do I just try to just log in with the email does d I try to log in without a router password which one should I do first okay
11:00
Speaker 1
All right, yeah, I'm just trying to remember the password now. Okay, now I gotta, for God's sake. No hint specified. Okay. Now, let me see. What the hell does a change of Password... This because the rules for so many attempts that make you wait. Okay. Now you do that though, because we'll be fast. I can't remember.
13:00
Speaker 2
If that's the case, just click reset password and it will ask for a recovery key. Enter the recovery key of the main node main tower. Awesome, now we have broad range of apps. That's what we call the omni, front-runner in this bitgroove stuff.
14:00
Speaker 1
Okay, I'm on now. It showed up. Yeah, is this one. Yeah, all we have to, all was done. Uh, no, I'm going, I'm going to change it back to what it was. Uh, uh, that I can do. I just couldn't figure out how to get it on there because when I looked on, I tried to look on the box. It didn't say that middle button was a pair button. All it said was a reset button and the off button on off switch. So I didn't know that middle button was a pair button, but now that I know that, I got it from here on out.
15:00
Speaker 2
How many nodes... Oh, it's just one, right? Because you said it's only one Alright, uh, do you want to car...
15:00
Speaker 1
is all right. That's it. I'm good. I got it. I appreciate the help though. You too.
16:00
Speaker 2
okay. Well, do you need anything from me? or any questions? Nothing else I can help. All good. Just making sure. All right. Sounds good. Come you take care. Have a good one. Thank you. Bye bye.
16:00