Speaker 1
Hello. [ silence ] My name is Aaron. I have a five [silence] [indistinct] counters [ silence ] And [indistinct] [silence]
00:00
Speaker 2
Welcome to Lynksus 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.Lynksus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your... 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. Thank you for calling Lynksus, this is L. How can I help? [silence]
00:00
Speaker 1
[silence] not set and one of them is lost connection. So I'm trying to pair it with the existing four and it's not working. So maybe you can assist me with it. Oops. It's A-R-O-N C-H-I-K@gmail.com. Like you need my account or something to connect to the Velo system? Okay. Ah, okay.
01:00
Speaker 2
Yes, sir. But let me create a case ticket for record purposes on that one first. So I'll be gathering details before we move forward with your concern. Can I have your email address? Um, no, sir. We are not allowed to remote access. I'm just creating a ticket for documentation purposes. But for the email, let me repeat that one. That is Aaron khykahn. gmail.com. I
01:00
Speaker 1
Thikeo at gmail.com corrected. Yes. I'm calling. [silence] Oh. No, I just, can I give you another number maybe? Can you give me. [silence] It's plus yes, it's plus [REDACTED_CARD_NUMBER]
02:00
Speaker 2
Okay, and your first name and last name, sir. Okay, and let me, and this is the best callback number, sir, in case the call get disconnected, the one that ends in 0-0-0-0. Um, yeah, you, maybe you can provide, maybe you can provide me with a phone number.
02:00
Speaker 1
211 4. From Israel. Yes, sure. Uh, the one that is not working, right? Uh, I can slip it. Uh, it's 26 D 11 M 36 A 00426. [silence]
03:00
Speaker 2
Let me repeat that one say that is 972 544 11 one 568. Okay. All right. And where are you calling from, sir? Israel, okay. Thank you so much. Okay. And can I have, sir, the serial number of your Linces router. Yes, sir. [silence]
03:00
Speaker 1
correct some local company but I'm not sure if you're they called cellcom I don't know if it says something you yes I have like five nodes uh one of them is connected
04:00
Speaker 2
uh,, let me repeat sir that is two six, D4, delta, one one, and for Mike, three six, A, Alpha zero zero four two five ah okay, thank you so much let me try to pull that one up here and who's your internet service provider sir by the way okay, that's fine sir that is just for reference for documentation uh so um yeah for that one sir um you have the same model for your main router right
04:00
Speaker 1
We got Stephen Angle. Rtm a router and all of the nodes are link with the uh, land cables. So for uh, so the network will be stronger. And one of the nodes just it was a wireless node.Then he disconnected and I cannot link it back uh to my existing network. I reset it. I try to pair it using the application. I also tried with the, I read on the internet with the five clicks on one of the nodes uh nearby. But still uh, it's not working. In the application it's just stuck. It's saying, connecting. It might take a minute. And we're waiting 15 minutes and nothing. It just continues just stuck on the screen. [silence]
05:00
Speaker 1
uh i know like uh four meters uh i think five feet is more than five meters no mmm let me just make one second uhm you're correct no it's less i thought it was more um okay so you're saying uh i will disconnect it from the power outlet and i will move it next to the uh the connected node right is it must be
06:00
Speaker 2
four meters can we try to move that node, sir? maybe at least five feet to the main one? [silence] [silence] next to the uh yeah next to the parent node, sir at least uh at least maybe one or two meters
06:00
Speaker 1
it must be a parent or one of the members of the node because in the the network it says one of the members it must be apparent. Because all of them connected. They are all with cables. It's not a it's not a wireless network. They are all uh connected uh with cables with long cables but okay, nevertheless, i i will. Okay. No problem. it's i i placed it uh it's like one meter between them and it's like it's now uh booting up. It's uh light is blinking blue
07:00
Speaker 2
Yes, it must be the parent, sir. The one that's connected to your internet provider. Okay, but okay. Um, oh.
07:00
Speaker 1
of the of this new nod. Yes, I removed it. I went to the available nod and I deleted it from there. Then I pressed long on the reset button like for 15 seconds, it says. until the lights disappear. And basically once you put it in the. in the power outlet, it will blink with this blue light. And eventually it turns out uh purple. Purple or like pink, I don't know this color. No. No,
08:00
Speaker 2
Okay. And then on your Linksys app, sir, do you still see it as an offline node on your Linksys? You remove it? Okay. Okay. But on the Linksys app, sir, it's no longer showing as a listed node on the network.
08:00
Speaker 1
No, no. I can only see if for no. Yes. Is just for stability and the once all. It was a wireless mode that some way lost connection and yeah, I'm trying to return it back to the to the net. Yeah. So it's now it's solid purple-ish pink. Yes.
09:00
Speaker 2
uh huh. Uh huh, that's good. since you've mentioned, sir, that all the child, all child nodes are connected hardwired directly to the parent node, right? via uh-huh.
09:00
Speaker 1
yes yeah but like not long presses just uh five times right correct okay. Okay. all right 1 2 3 4 5 okay so it blinked it blinked and now it's like blinking orange
10:00
Speaker 2
Okay. So, um, we can try this one, sir. On the main one, that, that, um, the, the very main one, uh, main node. So try to, uh, try to press the reset button five times of the main one. Yes, do not do not press and hold it sir. Yes. Do not do not press and hold it. Just press it five times. Not too fast, not too slow. Just a minimum amount of speed. The interval is one press per one second interval. I think that's too fast, sir, but give it like, um, 15 seconds, then try it again.
10:00
Speaker 1
I don't know what it means. Yes. It it it was blinking orange. [silence] And now it's returned back to this solid uh blue or uh uh light blue color. [silence] It's still It's still a solid purple. It's not blinking or anything. 15 seconds Until the light disappear. This is what it says in the I can do it again. We want to do it together? [silence] So let's
11:00
Speaker 2
Okay for the main one right? Okay. That means that it's trying to look for an unconfigured child node. And then the child node, the wireless child node, is it the solid purple? Okay. How long did you press the reset button, sir, of the wireless child node? Okay. Yeah, let's try to do it again, sir. But yes, uh, I want you to reset again that wireless child node. However, do it, sir. Um, do it for 30 seconds.
11:00
Speaker 1
okay, so I'm, I'm pressing now. Okay. So one, two, three, four, five, six, seven, eight, nine, 10. One, two, three, four, five, six, seven, eight, nine, 10. One, two, three, four, five, six, seven, eight, nine, 10. Okay. Can I release the button? Ah, because you said to count until 30, so I will start from the beginning then, sorry. Okay. Uh yeah, it is, it is solid blue. Yes.
12:00
Speaker 2
uh not yet uh sir we still have few seconds left yeah okay so you can let go now sir is it solid blue okay all right let go now sir
12:00
Speaker 1
When it's solid blue, it's like a startup mode or something. When it's uh, this dark blue solid color, it is like it, it says it is starting. Okay, so okay, and now. Okay, now it is like blinking blue. Huh. Uh. Okay. Uh. Uh. So these are the only two possible options, these five click mod.[silence]
13:00
Speaker 2
Sorry, sir. Yes, it's trying to recover now, sir. So, that will take maybe two to three minutes. So, we'll have to wait for it to turn back to solid purple. Okay. So, we'll give it some time.
13:00
Speaker 1
Okay, so it's a solid purple again. Okay. Yeah, I will I will, you can count and I will do it with you. Okay, so do you want to count and I will do it?
14:00
Speaker 2
We have three methods here to connect this one. So first is the Linksys app. Second is the five press. If those options are still still not able to connect, the child node, the last option is to access the web interface of the node and then set it up using the web interface. Okay. And then maybe we can try for one last time the five press, but do it like one, two, three, that interval. Okay. Yes.
14:00
Speaker 1
Okay. yes. okay. it's blinking orange. the the parent node and then the child oh wait the child started blinking one second yes i think i don't know if it's purple or red or besides I'm not color blind but uh yeah it's uh i'm not color blind but uh yeah it's uh
15:00
Speaker 2
Let me know. Yes. So, one, two, three, four, five. Is it blinking? okay that's the main okay Okay. Is it blinking purple? okay.
15:00
Speaker 1
Sorry. Yeah. This is, it's something new that. No. No. No. I'm, I'm waiting because I like, I'm already like, two hours trying to do it. So yeah, if it's okay with you, I will wait on the line if it's possible. Uh, just to, Okay, okay. Thank you. Thank you. By the way, do you have maybe like a video manual? So if I face this issue next time, so I can follow myself. Thank you. Thank you very much. I appreciate it. [silence]
16:00
Speaker 2
Well, I can send you I can gather, um, well, for this one, sir, I can create an email for a step-by-step for the three methods that you can use, and then I can also look for a YouTube video link that will help you for this one, but no worries. I'll send it I'll send it to your email after this phone call. You're welcomet, you're welcome, sir. But let me just repeat the email one more time, sir, just to make sure that is um, let me spell it phonetically. That is ALFA, ROMEO, OSCAR.
17:00
Speaker 1
Correct. Yes, this is correct. Okay. So, I see that the color is blue. Let me just open the app. I just want to see if I have a -- if it's already added to the - wait, but now it's, it was blue and then it became red. Ah, okay. Because I don't see it in the - added as a child node yet. yet.
18:00
Speaker 2
Okay. and then in a few seconds, it will turn back to solid blue. we're still within the six minutes time frame. Yes, not yet on the app, sir. usually the app is delayed in terms of adding the child mode. [silence]
18:00
Speaker 1
Well it's solid blue now. I can see it. Yeah, I can see it. It connected now to the main. Yeah. Okay, so now I can place it. Okay. It's not, you mean, so it's not losing connection again? Okay, okay.
19:00
Speaker 2
okay and then try to refresh the app there. you can see it on the app. okay, that's good. so you can uh give it like maybe 60 seconds, sir. and then yes, you can actually place it to your preferred location. but let's give it like 60 seconds just to make sure. so I'll set the timer for 60 seconds. yes, so it will um it will actually stabilize a good or establish a good connection.
19:00
Speaker 1
latency is in the line of health, right? Second, I understand. Just to not tempt them that.
20:00
Speaker 2
Okay, I will let you know, sir, when to move it. So, did it remain still solid blue, sir? Okay. So, yeah, it's actually already 60 seconds. You can move it.
20:00
Speaker 1
So, so I just disconnect it and basically it should like reconnect to one of the other child nodes and, right. Okay, okay. Okay, good. Okay, okay. Thank you very much. Thank you for your help. Ah, if, if it's possible, yes. Yeah, yes, thank you I let me try. I wasn't sure if it's like it's okay.
21:00
Speaker 2
put it now, sir, to your preferred location or to the original location? That's correct. Yes. Just unplug it to the power. And then move it to the original location and then it will try to connect to the nearest node, sir. Or whichever node is stronger. You're welcome, sir. But would you like to stay on the line? So at least we can make sure that once you move it, it still remains solid blue. Before we end the call. Yeah. Okay, sir. I'll be here. No worries. Take your time.
21:00
Speaker 1
Okay, so I placed it in another location and uh... Yeah, I hope it uh...
22:00
Speaker 2
Okay. and then it will reboot it will be on its reboot process.
22:00
Speaker 1
It was a blushing blue. And now it is blue. You mean after after it's already connected to the network. Yeah, okay. Okay. Yeah. Yeah. Okay. So, now, uh,
23:00
Speaker 2
Okay. Okay. uh no sir. It's it's still within the recovery process. So let's give it some time. Usually sir, since early year it will take within six minutes. This one um it will take like three to five minutes. After we actually unplug it and then move. So once we plug it back in, it will try to reconnect to the nearest node or to the main router. Whichever node has a strong signal strength. So it will try to connect to it that will take um three to five minutes or four to six minutes.
24:00
Speaker 1
Light blue. Wait, and now it's turning red. Now it's become red. Uh solid red. And now it's blinking again.
25:00
Speaker 2
Okay. And then double check sir, if it's showing online on the app. Okay. Okay. Okay. Let's wait for this one sir to turn to solid blue and then let's see how much is the signal strength of this node wireless, because usually for um the signal strength sometimes affects the um wireless node. So sometimes it will turn solid red, blinking red. So it it it has a hard time establishing a good connection since it's wireless. So
25:00
Speaker 1
63 dB. Ah, so if it's above 69, then yeah. So if it's above 69, then I have to place it in a better location. Just for me to know. So, okay. Yeah. Yeah. Okay, okay, okay.
26:00
Speaker 2
the recommended signal strength for a wireless child node it should be um negative below negative 69 dBm to the nearest node okay that's good so is it solid blue now yes correct sir because if it's above yeah because it if it's like above 69 dBm or a negative above negative 70 dBm that means that there's um there's an interference happening or um like obstructions walls in between that affects the wireless connection so you have to look for a sweet spot or a best location.
26:00
Speaker 1
Thank you. Yeah, it stays solid blue and and it's still showing in negative 63. So yeah I I hope it will be okay now. Thank you. Thank you very much. I really appreciate your support. Thank you. Thank you. No, no, this is a. Yeah. Thank you.
27:00
Speaker 2
You're welcome. okay. that's good. okay. that's good. so at least you yeah at least you have reference now sir for in the future in case it turns solid red, you can just check the signal strength. So um yeah after this phone call um check your email sir, maybe five minutes after this phone call. I'll send to you the step-by-step um step by step process and then the video link for the setup or the adding of the child node. You're welcome sir. any follow up questions? will there be anything else? okay. thank you so much for taking the time calling links. you're welcome. take care. okay.
27:00
Speaker 1
thank you you too bye bye bye
28:00