Speaker 1
[silence]. Mm. Hi, I've got a Linksys Velop mesh and it's been working great, but all of a sudden, it just got a solid purple light and is unconnected and I've done the troubleshooting on my Linksys app and it won't behave and won't reset.
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. [silence] Thank you for calling Linksys. This is May. How can I help? [silence] Mm-hmm. Okay. That's because the Node is already reset. You need to set it up instead in order for it to [transcription ends]
00:00
Speaker 1
Sure. 2. I'm looking at I think it's 20. J as in Jello. 1 0 B as in Charlie. 6. B as in Bravo. 718 to 04. Correct. Yep. Yes, it's within 5 ft. No, no, no. Sorry, this is the main node.
01:00
Speaker 2
I, I'll go back to solid blue. Can you have first the serial number of that device? It's on the sticker underneath. [silence] Okay, That's 2, 0, J, for, Jack, 1, 0, Charlie, 6, boy, 7, 1, A, 2, 0, 4. Okay, that, that purple node should be powered on right now. Right beside the main node within 5 ft. Is it connected nearby? Okay, and the main node is still solid blue, right? The main node.
01:00
Speaker 1
Right. just did. I just did. Now, do I need to go set up the other mode? so this is the main, which one is closer to the router? just two. so this is the one that sits close to the router? do the other one then too. as that's what you're saying? okay. I don't understand. it's stop to come. where it was? [silence]
02:00
Speaker 2
that means it was, uh, successfully reset. Uh, someone pressed the reset button more than 10 seconds. That's why it's having a purple light now. So just press actually the button underneath five times. The red reset button. Press that one five times within five seconds. Press, release, press, release, press, release. Five times. All right. No, just bring over the extender right beside this main device within five feet. We need to reconnect it back as well.
02:00
Speaker 1
and bring it up. Somehow they got disconnected from each other. So, now I've got the extender. it's not plugged in yet. I need to play it in first.
03:00
Speaker 2
If the main node. that reset, extender will also be disconnected. Power it on right there. And once it starts to blink blue, try to. And once the child node flashes, press and hold its reset, hold, and let go only, Once it starts, it starts to blink blue.
03:00
Speaker 1
So the child node there's no light on top. Press and hold the reset. Is that what you said? Well, now I'm getting red. A red blinking light on the child node. So the main node, I'm going to call it that, the main node is solid purple the child node is blinking red. For what it's worth, the main modem is working great.
04:00
Speaker 2
Mm hmm." "Press and hold, and let go when the light is already off on top." "No light at all." "No light anymore." "And the child goes,
04:00
Speaker 1
any ideas any any ideas about what to do here it does not it's still flashing red yeah it's blue I have trouble with blue and purple but it looks blue [silence]
06:00
Speaker 2
Is it about what? Say that one more time. That's actually it. The child node should have a blue light now. It's past three minutes. Ah, I forgot. We haven't connected the child node yet, but the main node, it should have a blue light. What's the color?
06:00
Speaker 1
Yeah, I believe it looks like it's blue. Again, I have trouble unless it's, whatever. But the child node is still blinking red. [silence] So, were you saying I need to reconnect the child or something? Connect the child to the main node. [silence] And that's what I'm doing right now. So the light is off. So I let go and the light goes off and it goes back to blinking red. Pulsing red, if you will. Here, watch. [silence] We tried again. [silence]
07:00
Speaker 2
You need to press and hold the RESET button on the child node. Press and hold it and only let go when the light is already off on top, on the child node only.
08:00
Speaker 1
Okay, now I let go and there's no light on top. of the child know. What should I do with I think it's still blue. Do- what do I do with that? Turn it off and turn it back on? The child mode is off now. There's no- There's no light. It is on. Ok. Hit the reset button or turn it off and turn it back on? And now it's flashing. Now it's pulsing red again. [silence]
09:00
Speaker 2
It can only be added once it will have a purple light. What's the color now? So that should blink. Try to press again its reset button, the child node only. Okay? Press. Press. Turn it on. The reset button still five times.
10:00
Speaker 1
and the ideas I don't know what that means. It is not it's giving me a pulsing red. That's the only thing I can get it to do. Shall I unplug it and replug it in. Okay, I just unplug it. I'll plug it back in. Okay, now it's now it's all flash blue for a second. It's got a very pale, maybe a pale blue light. So now what?
11:00
Speaker 2
It's only be set up its on, setup mode right now. Yes, okay. Just plug it back in and it will just reboot will then see if from flashing blue it will turn to study purple.
11:00
Speaker 1
Not nearly as strong as the parent, it flashes how long, once, in a while. What does that mean? Right now, there's nothing. It flashed blue a second ago. A moment ago. There's no, there's no light on the top of the child node right now. Am I just waiting for it to find it? Is that what we're doing? [silence]
12:00
Speaker 2
It's blue, red. Uh what's the color again? Hold on till find. 300 max. I mean, the distance. [silence]
12:00
Speaker 1
What? I didn't understand that. They're Okay, now it's solid red. If I'm -- now it came on in a solid red. I mean, would you call that pink? I mean it's bright, maybe it is pink. Where do I do it from here? Yep. From my app?
13:00
Speaker 2
Once this child know, it will have a purple or pink light. That means it's ready to be set up, even though you're relaunch afraid from the main, it should have a solid blue light. light indicator. It's still all you need to do is to study red, right? Okay, check the Wi-Fi list first if you can seed Velop set up. Yes.
13:00
Speaker 1
We're going to go to replace your set up terms and conditions. I've plugged it in. It's connected. The node is solid. And it's getting connected. [silence] and seeing the progress bar move across the bottom of the app. It's still in process, but the child node is now blinking red again, pulsing red. Well, and that went back to solid red. Yeah, it's having trouble making it connect. [silence] pulsing red again. on the child. Let's check your wiring, make sure your node is connected to your modem or source of internet, and it is. The node has a port labeled internet and there is a port labeled three. The port labeled internet is connected to the modem. Usually doc links to the internet port of your router. If you're having trouble with your internal network, let's link your node together and if that is the case, what i'm going to be doing then is connect a computer directly to the internet port of your node and by doing so, i'm going to test your intrusion. I'm going to be using 192168.1.100 to access the node itself so i can check the unlimited traffic of the internet port and if that unsuccessful, i'll get the errting page and i would like you to send me a screen shot of that node if you could. Yeah, this is everything that worked. Well, before, and all of a sudden, it won't work. Yeah, it keeps trying to start over. Any other suggestions? Does this happen sometimes where they just stop working? Yeah, Yeah. Third time now, it stops in the middle and says, Let's check the wiring and the wiring's fine. What else should I try? Correct, these two. I have the main node and the child, child node, yes.
14:00
Speaker 2
Then look for I believe we don't have any other mesh there. That's the only extender you have. Yeah. Just purchase any of our regular extender there. Then it's going to be Re the model number. Stands I mean that starts with R for Romeo F for Echo. So that's actually just a regular extender. But if you're gonna mesh it with an extender that starts with an R, which is the line of regular extenders your power needs to be a connector for multi AP so that you can add any of regular extenders on that power need device.
18:00
Speaker 1
I say, so you're saying I need a new one. Okay. Okay. Thanks for your help.
19:00
Speaker 2
Oh, you're looking for a mesh one, then any of our MX series will do. Those are actually much better. MX series. Yeah, if you want the extender.
19:00