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. Thank you for calling Linksys. This is Carla. How may I help you?
00:01
Speaker 1
I'm trying to get my internet set up my whole like mesh system completely like reset and now I can't connect to it yeah like right like so I have the the velo um mess or whatever and I thought I got
00:25
Speaker 2
Okay. So this is for like a reconfiguration of your device, like your mesh devices? Okay. Jeremy.
00:34
Speaker 1
it all set up but then it still doesn't give me my network names or anything and it the only uh The network I have is the VLOPE setup 426.
00:50
Speaker 2
Okay, so may I know the model number and serial number of your lenses, Vike?
01:02
Speaker 1
The serial number, or the model number, is WHW03V2.
01:10
Speaker 2
Yes. Okay, how about the serial number?
01:20
Speaker 1
20J20M33V24992. Sorry, can you repeat that?
01:37
Speaker 2
Okay, let me check if I got it correctly. 2-0-J for John, 2-0-M for Mary, 3-3, and then is it D for David or B for Brian?
01:39
Speaker 1
Because I wasn't looking at it when you were starting to repeat that.
01:55
Speaker 2
I'm sorry, 2-0-J for John, 2-0-M for Mary, 3-3, and then is it D for David or is it B for Brian?
01:57
Speaker 1
V for Brian.
01:57
Speaker 2
okay and then 24992 okay and how many nodes do you have sir and your internet
02:10
Speaker 1
Three. Three.
02:21
Speaker 2
service provider and the main node which is directly connected to the modem what's the color of the lights okay it's like a blue green correct how about the
02:26
Speaker 1
It's like a green, turquoise green, solid. The other nodes are in different rooms.
02:42
Speaker 2
no other nodes child nodes to child nodes both blue so the only thing that
02:54
Speaker 1
That one's blue, solid blue.
03:08
Speaker 2
doesn't set up yeah yeah yeah mm-hmm okay okay all right okay and how many
03:15
Speaker 1
One's like green. The one that's connected to the modem is like green. And then that node's blue. And then I got one more. Let me just double check with that one. Let me share. That was one more. Maybe it's just two. I'm setting it up for my parents again because it got messed up somehow. So, yeah, just those two that I can think of. There was two originally, but now it's just the one.
03:16
Speaker 2
velo setup you can see there when you try to view the Wi-Fi it's like only one velo setup and can you have also your phone number sir and how about your
04:04
Speaker 1
616-406-8827.
04:24
Speaker 2
first name and last name okay so that's m-a-r-c-i-a and how about the last name
04:29
Speaker 1
I'll use Marsha Hollenbeck because it's my parents that I'm setting it up for. Yes.
04:34
Speaker 2
can you spell it sir after B is it A for Apple or E for Edward and how about the
04:47
Speaker 1
Hollenbeck. Hollenbeck. H-O-L-L-E-N-B-E-C-K. what was it now email address it's h o l l m a r c five four at icloud.com
04:49
Speaker 2
email address okay let me just check if I got correct email h-o-l-l-m-a-r-c-5-4 at icloud.com okay those are again your links device is a WHW03 and you wanted to rename the Wi-Fi from a develop setup to a name that you like correct so okay did you use the router password to um connect to the using the
05:07
Speaker 1
well is that the actual so it's all set up that's just well because when i'm in the app itself it doesn't show like any existing stuff like so when i do add an existing router or mesh wi-fi system i do find my router and it just says oops something went wrong like instantly and can be from i just got my my phone yeah i'm already connected to it yep nope uh android
05:57
Speaker 2
app or did you use the or the iCloud like email and password okay because this type of router that you have sir it's no longer supported with the app using the cloud so we are you're going to use the router password but we can do it manually by using your phone or a computer okay we can access the page of your router and change it there okay by the way before we start for any troubleshooting let me just inform you that based on the serial number your Linksys router is already out of warranty we can still provide technical assistance and but in any case the device found defective there will be no replacement sir. Linksys will no longer provide any replacement. Alright, so do you have a computer right now sir that we can use? Okay, no problem. So on your phone right now, can you connect to develop startup? Okay, and open a browser like Safari. Now this is an iphone right an android okay so do you have um like is it samsung sir all right can you open
06:35
Speaker 1
uh to google pixel already there see four slash four slash my router got what low oh local okay
08:11
Speaker 2
google chrome and then on the address bar please type this link that's https colon forward slash forward slash my router dot local my router dot local LOCAL again HTTPS
08:27
Speaker 1
Okay, it just brought me this.
09:06
Speaker 2
colon forward slash forward slash my router dot local and then the page will prompt you that the connection is not private just click on advanced it gives
09:19
Speaker 1
To the Axiom Linksys smart Wi-Fi router user. This just brings up links. So just giving me, like, different links or whatever.
09:39
Speaker 2
gives you different search results. Did you type it on the address bar, sir? Because once you open Google Chrome, there will be two lines where you can type a website, the one that's in the middle and the one that's on the top. Did you type it on the top?
09:51
Speaker 1
Access support, I logged my Linksys.
10:35
Speaker 2
So what's on the address bar right now, sir?
10:38
Speaker 1
Support.linksys.com forward slash KB. Yeah, I keep getting just different. Otherwise, I can go to one site.
10:41
Speaker 2
There on the top, like www.googlesearch something. So what's on the address bar right now, sir?
10:57
Speaker 1
For some reason, it keeps Google search. So it's google.com slash search. I did.
11:17
Speaker 2
Erase everything on Google.com. Erase everything there. Then type it there again, HTTPS, and then colon, forward slash, forward slash, myrouter.local.
11:27
Speaker 1
I'm going to do it from an iPhone because it literally just brings up into Google search and not even when you do that, which is weird. So let's do it on Safari is not working. Let me just download a different browser real quick so I can get into it. I don't know why it's being troubling for the HTTPS. E-T-P-S, colon, forward slash, forward slash. Now it's loading in. Weird. It keeps blinking. It just keeps refreshing it. Is that normal? The blue screen, and it's just, like I said,
11:31
Speaker 2
No, sir. So what's on the screen right now? So it keeps on refreshing. What browser did you use on your phone, sir? No, sir.
14:28
Speaker 1
it keeps, like, refreshing the page at my router.local. Yeah, it just keeps. Let me try something. I used Safari for that one. Now it says email address and password. So do I use the normal email address?
14:36
Speaker 2
So is it like asking you, so what's on that page right now, what are other options that
15:38
Speaker 1
Okay. it's a linksys smart Wi-Fi is a sign-in so it came up now under my router don't
15:39
Speaker 2
you have, like do you have the option like local access, because we don't need to use your Linksys smart wifi account, do you have like maybe a tablet sir, or like a laptop, The IP address or the MyRouter.local will have the same results.
15:59
Speaker 1
write no not at this house except money there goes yeah because when I do that or even put in the IP it just keeps refreshing refreshing refreshing and then I've tried both and it does the same thing yeah I don't know what else to do advance I guess they have a laptop so I'll I'm starting up a laptop right now I'm so just waiting for it to start up Windows I don't even know I have
16:32
Speaker 2
Okay. Okay. This laptop, is it Windows or Mac? Is it 10 or is it 11?
18:44
Speaker 1
anyone it's not my laptop so I got to see I think it's 10 all right so it says enter recovery key so get that off the mesh thing I'm assuming the one
19:02
Speaker 2
That's on the parent node. The one that's connected to the Xfinity.
20:33
Speaker 1
that's connected to the modem yep so the app don't work no more okay so now it's create new admin
20:37
Speaker 2
We can access the app through local access. The clouds are no longer working. Yes, please create an admin password.
21:20
Speaker 1
password so i do that this is the admin that says unexpected error we've encountered an unexpected
21:33
Speaker 2
This is for the router password. The password will be at least minimum of 10 characters. You can combine numbers, letters, and special characters. And no repetition of the characters. And at least one uppercase letter.
21:43
Speaker 1
error edition continues please visit our technical support site yep error 2298 turn it off
22:46
Speaker 2
Unexpected error. Finally, um, like, turn off your, um, Linksys node, sir, the parent node. Turn it off.
22:55
Speaker 1
off. Yeah. Connection. Let's plug it back in. Plugged it in. I'm actually not even by it right
23:34
Speaker 2
Yes. Just unplug the power cord. The error is 2298. Okay, sir, please turn on again the, um, Linksys node. Yes. Okay, then let's wait for like a minute or two to fully stabilize the router. the light is it solid blue green or turquoise and is it solid okay let's go
23:35
Speaker 1
now because I was at the table with the laptop. I know it's not back up yet because I'm looking for it to pop up on my phone. Turquoise. For this, it is Microsoft Edge. I'm still at the part where
26:18
Speaker 2
back to the computer sir and what browser you are using right now is it Google Chrome okay okay can we close this page and then um open Google Chrome
26:56
Speaker 1
it says create new admin password. This one has it. Computer does not have Google Chrome. Now I
27:09
Speaker 2
the no Google Chrome okay okay okay just let me know if you already installed
27:23
Speaker 1
I have to download it. I have a pen. I'm downloading it right now.
27:36
Speaker 2
called Google Chrome. That's okay. So, like, isolate the problem, sir, by using a different
30:24
Speaker 1
Yeah, it's almost done. Oh, man. There's a lot there. Oh, here. Oh, this is taking forever. I'm sorry. It's crazy. Does Microsoft Edge just not work with that one or what?
30:26
Speaker 2
browser. Okay. Well, by waiting for this one, sir, on your Microsoft Edge, on the upper right-hand corner, you can see there are three dots, right? And then, kindly click on it
31:42
Speaker 1
Let me open it back up. Yep.
31:57
Speaker 2
and then click on new in private window and then again on the
32:03
Speaker 2
address bar tap again yes yeah yes okay what happened after you use the in
32:17
Speaker 1
Yep. You want me to do that with router local? Okay. I got to go get this. I'm going to get it and bring it over. When I go to make the password, first it asks me for the code off the node, the access code.
32:20
Speaker 2
private window this is an unexpected error when you access it it asks you right away to create or reset the password okay it's not the recovery key right? It's the access router, correct? Did you use the password that's at the bottom of the permit node without changing it? Yes. But, hold on sir, when you access the myrouter.local
34:32
Speaker 1
No, I haven't used any password. Oh, for the admin password? Well, this is just telling me to create one. It just says enter recovery key. Is that what you're talking about?
35:26
Speaker 2
it asks you right away to input the recovery key. Okay. Can you try to create or put the
36:14
Speaker 1
Yes. It won't let me create the password.
36:19
Speaker 2
recovery key and create a password before you set up or before you um did you reset this um node
36:42
Speaker 1
It does the error every time. and it was already like reset because it used to have like our wi-fi settings all that stuff so
36:49
Speaker 2
earlier but you haven't reset the the note right like pressing the reset button at the bottom
37:08
Speaker 1
then yeah i did a new keep all settings from the old one because the old one wasn't popping up anymore so yes maybe i have not done sorry something messed up every key so create a new admin password any number special characters it still gives me that same error 2299 support
37:17
Speaker 2
numbers letters and special characters again at least one uppercase for the letters and one at least one special characters. Can I disconnect the Xfinity modem from the Linksys router?
40:34
Speaker 1
Support says page not found. Do what?
41:01
Speaker 2
Disconnect the Xfinity modem from the parent node. Then the light on the node, is it red?
41:49
Speaker 1
Blinking red, walking back to different room.
42:11
Speaker 2
Okay. Can you access again http://myrouter.local? Still error?
42:13
Speaker 1
It pops up where it says like access something and then it goes right to the recovery key. So you can still access it. Yep. Right now.
42:36
Speaker 2
Our next step here sir is we need to do a reset on your Linksys device, the parent node, and then do a reconfiguration, okay? Okay, um, try to connect the modem again, back to the lenses router, and wait until the light turns like, is it solid? Okay. At the back of your lenses router, you can see there the reset button, or at the bottom. Okay, yeah, press it, hold it down, press and hold the reset button for 20 seconds.
44:00
Speaker 1
I don't know what it is. Yeah, now it's green. Yep, let me press that or hold it. It's blue, but I can use orange, blinking orange.
45:26
Speaker 2
okay release the reset button okay then wait until the light turns solid it's a bit like pinkish red okay like kind of purple it's red okay can you then um we're going to do the five press setup check we're going to press the reset button five times within five seconds so it's like press release press release five times within five seconds okay mm-hmm
45:58
Speaker 1
Typically take just blinks orange.
49:00
Speaker 2
right let's just wait it is still blinking okay let's wait for like a
49:01
Speaker 1
Uh, now it's green because I'm connected to the internet again too.
50:10
Speaker 2
minute to observe if the light stays in like green or like bluish green okay can Then you close all the browser that's open in your computer.
50:20
Speaker 1
Yep. Wait a second. That's Velo.
50:53
Speaker 2
And then open Chrome. Then try to access, again, https://myrouter.local.
51:09
Speaker 2
Type the password, the one on the bottom of the parent node.
51:53
Speaker 1
The one on my head.
51:58
Speaker 2
What does it say?
52:03
Speaker 1
It's crazy. I did that and it brought me back to access Velo, router password, type it in again, RQ.
52:25
Speaker 2
Okay, how about if it's still asking for the password like access-velop?
53:02
Speaker 1
It's bringing me back to it. Like it's not logging in. The router password, the Velo setup 426.
53:11
Speaker 2
Can I double check, sir, if your computer is connected to the name that's underneath the parent node? That's the one underneath the parent node, right? When you try to use admin in lowercase, A-D-M-I-N, it still acts under an access valve.
53:52
Speaker 1
Yeah. Right. Yeah. Yeah, B-Lib set of four, two, six. Did I do reset password? It keeps bringing me back to the proper reset password to do. Password in again, RQ. It just keeps bringing me back into the router password. It all keeps doing. Yep. Let me try a different browser. I have no idea. This is just, yep.
54:22
Speaker 2
But again, the laptop is connected to the Wi-Fi name that's at the bottom, same name at the bottom of the parent node. right and you use that password and earlier we tried to use admin but still
56:41
Speaker 1
Yep, login.
56:54
Speaker 2
it did not work right now there how many velo setup you can find it there when you try to view the network still it won't accept again you only
57:24
Speaker 1
Nope, I was just trying like the old,
57:46
Speaker 2
um so can we try to use incognito window right now did you open incognito already
58:21
Speaker 1
I was trying the old Wi-Fi password We'll just see if that worked too, but nothing. Nah, I can't. So I got it memorized now.
58:21
Speaker 2
Again, HTTPS://myrouter.local, right?
59:22
Speaker 1
It loads like it's going to do something. It says waiting after I hit enter. So now it says internet.
59:44
Speaker 2
You have the access.
59:50
Speaker 1
It says sign in. And then on the side it has an explanation. Internet connection is down. You must have an internet connection to log into your Linksys smart Wi-Fi account. Yeah, it says connection down.
59:52
Speaker 2
Again, just to make sure we are connected to the network name from the parent node, right? And we use that password, right?
60:41
Speaker 1
Yep, yep. I see I just did it again. and that went away, but it just brings me back to access VLOG router password.
60:49
Speaker 2
You have the option to reset.
61:00
Speaker 1
It says reset password.
61:04
Speaker 2
You are going to click on Reset Password.
61:06
Speaker 1
I've actually tried this, and then it brings me to the recovery key. Then I do that, and then I get that error.
61:09
Speaker 2
Then what is your new password that you set up sir?
61:15
Speaker 1
So 3409, and I create a new admin password. Double J, lowercase A-X-O-N-7-3-0-0, explanation point.
61:18
Speaker 2
7 3 0 0 Sir can you not repeat the 0 sir?
61:49
Speaker 1
What's that? Nope, same thing.
61:59
Speaker 2
Try not to repeat the characters Do not repeat the zeros
62:03
Speaker 1
Oh, wait, hold on. that worked look at you that's what it was the whole time the damn password now it worked
62:28
Speaker 2
So what's on the screen now?
62:38
Speaker 1
okay sweet that's what i'm doing i'm changing that now i see that one okay change that awesome
62:53
Speaker 2
Okay kindly go to Wi-Fi settings then on the left side Press change now
63:02
Speaker 1
that was like anything it's applying it right now right now anything else in the wi-fi stuff i should
63:48
Speaker 2
now. Your laptop will be disconnected from the network. Okay, so you have to reconnect it back to the network. Did you reconnect the laptop? Okay. Those are just the name
63:52
Speaker 1
change or add just by looking at the nodes you're saying make sure they're
65:20
Speaker 2
and the password. Then please also check your child's nodes if it reconnects back to the network yes yes and they should be blue not red can you turn that off sir yes
65:24
Speaker 1
lit up this one's blinking red blinking red turned it off okay I just plugged it
65:38
Speaker 2
leave it off for 30 seconds then plug it back in okay how about the other node
65:59
Speaker 1
back in one that's connected to the modem I only got two nodes I thought it
66:45
Speaker 2
sir if this node will not reconnect sir we need to do a reset on this and we
66:54
Speaker 1
was three but well yeah it's two notes oh the one that's connected the modems green the one I just and then I just plugged one on so all right well I'm
67:02
Speaker 2
need to add it again back to the network okay okay so what we're going to do
67:28
Speaker 1
I'm waiting for it to start up. Oh, it's blinking red slowly. The reset now or keep waiting? Oh, near.
67:35
Speaker 2
next is we need to bring this node near to the parent node okay to add it to the back to the network we before we do the reset so how far the child on up the
68:19
Speaker 1
Okay. Turn it over. Okay, plugged in. Oh, I'm by the other node, three feet.
68:35
Speaker 2
parent node from the child node okay so please turn on the child node it's off
69:05
Speaker 1
You said turn it on, so it's booting up.
69:09
Speaker 2
it's still booting up right now the child node okay let's wait for like a
69:21
Speaker 1
Oh, it's just blinking red.
69:25
Speaker 2
minute or two before we do the reset okay let's just wait for another minute okay just to make sure it's fully stabilized okay Kelly then is still
69:31
Speaker 1
King done, is that wrong? No.
70:36
Speaker 2
blinking red okay Kelly now reset the power no sir in same thing press and
70:40
Speaker 2
hold the reset button for 20 seconds make sure it's the light then after the
70:51
Speaker 1
You said that one. Yeah, it's off right now.
71:42
Speaker 2
reset it will like blinks until become solid like they like the pinkish red it's off you've done already the reset right there's no light can you check
71:48
Speaker 1
There's nothing on at the moment. month just not lit up yet no light right now yeah the lights on that was blue the solid blue right
72:04
Speaker 2
Let's see if the power is properly plugged in and it's on at the bottom.
72:32
Speaker 1
now now it's kind of blinking slow blink blue the one you just had me reset it's blinking blue
72:50
Speaker 2
That's on the child's node, right? It's the blinking blue.
73:02
Speaker 1
like a slow blink oh now it is like pink solid pink i think so yeah yeah what slide that is
73:55
Speaker 2
Okay. Let's go back to your computer. Do you still have the Linksys page? The Linksys smart Wi-Fi? Okay. Can you click on connectivity?
74:06
Speaker 1
uh oh okay what would that be under advanced routing it says update time zone which that's
74:33
Speaker 2
When you click on connectivity, look for an option, CA router setup. No, sir. that's on the far right you're under connectivity right
74:54
Speaker 1
wrong in fact it says basic internet settings local network advanced routing administration i'm at the main page what am i doing yep yep click that oh yeah yep it shows three things
75:28
Speaker 2
okay kindly close connectivity and then kindly scroll down sir you can see there the option end user license license agreement and then look for ca kindly scroll down then you have the end user license agreement at the bottom now sir on the far right there's an option ca you click on ca then when you click on ca can you um okay yes after ca can you click on connectivity you know yes sir click on ca router
75:45
Speaker 1
it might be connected under the Wi-Fi settings I see three of them would that be doesn't one's connected now CA router setup but the it's so it's blinking like
77:02
Speaker 2
setup and then can you click on add wireless child node after you click on that check the light on the child node. Okay, let's wait for that. That means it's trying to
77:50
Speaker 1
Like red, still blinking.
78:21
Speaker 2
connect to the network. It's still blinking. The pair of the child node is now
78:26
Speaker 1
Yes, life easy, still blinking. Still blinking red. So it just stops.
79:26
Speaker 2
blue. Let's wait. Kind of click on done adding child nodes on the Linksys page. Okay, that will still be booting up. So let's just wait. Is it still red? Okay,
80:39
Speaker 1
Now it's red, solid red, no lights. DPI. No, it's just like blinking blue slowly.
80:49
Speaker 2
Okay, let's just write that.
81:31
Speaker 1
Oh, or should it be green?
81:31
Speaker 2
It should be blue, green, or blue. As long as it's not pinkish red or red.
81:41
Speaker 1
Right now it is just blue.
81:50
Speaker 2
Okay, again on the links to that page, did you click on done adding child nodes? On the computer, can you click on done adding child nodes? You click on apply, after, and then click okay. And then click again on Wi-Fi settings. Please double check if you set up the Wi-Fi settings, all the bands, because you have
81:55
Speaker 1
I haven't changed nothing, I don't know what I'm supposed to do with that.
82:51
Speaker 2
a tri-band router, there are three bands, so did you already change the 2.4 and 5?
82:58
Speaker 1
There's this, yeah, there's one 2.4 and then there's two fives, so what am I supposed to do?
83:11
Speaker 2
Wi-Fi name under 2.4, that's the name that you have set up.
83:19
Speaker 1
The name? Yeah, that's all, that's normal, that's correct, I'm trying to remember where you go to change
83:23
Speaker 2
you can separate the names but it depends not then on your Wi-Fi device of
83:33
Speaker 1
that again. Yeah, just, oh, Wi-Fi settings. Just because I realized I spelled it wrong, as stupid as that is. Okay, this will be, it combines them all, though, doesn't it? It's not going to give me three different networks to connect to, right? It doesn't automatically connect.
83:39
Speaker 2
which network to connect to if they are supported with five if you're going to
84:17
Speaker 1
So when I look at my Wi-Fi, am I going to have three of them? Yeah, I'm not.
84:23
Speaker 2
separate the names sir okay but again it depends on your wireless device if it supports five wave support six okay okay so you're good now with the Wi-Fi
84:32
Speaker 2
settings okay after you save it sir check the child node if it still shows blue or blue green
84:57
Speaker 1
Yep, so I'm updating that. It didn't apply. I mean, it should be good now. That would probably be good. It says originally under connectivity that there's updates available. Wait, what? You are not connected to, oh yeah, I got to connect.
85:01
Speaker 2
then you may now then relocate the child node you can um put it back where it was yes yes it will reconnect back it will try to reconnect yes you can also do that
85:53
Speaker 1
Sure. It's blinking red. Is it because I changed the name? Would that do anything? Should I probably do the firmware update as well? No. It's blue. Yeah. Blue. It's a very light blue. it nope i think i'm good you were awesome awesome thank you you've been awesome you too
86:05