Speaker 1
Yes. It's Clark. [BOOM]
00:00
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.linkssis.com. Please have your device serial number ready. For assistance, press one now. For out-of warranty products, paid support may be available. 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. [silence] Hello, thank you for calling Linksys. My name is Bells. Is this your first time calling? May I have your first and last name?
00:00
Speaker 2
All right, thank you. And how many Linux device do you have? Three devices and may I also confirm, um, who is your internet service provider? Okay, I'll may help you with your Linux. Mhm. Mhm. Mhm. Just one. Okay. Um, when it drops, what's the light indicator?
01:00
Speaker 1
pardon me. Well, it starts off blue and then uh and the blue pulses from blue to black, blue to black. And then eventually a red light comes on that starts blinking. And then a solid blue comes on. And then it drops the solid blue and and cycles back through that process. It it it's it's continuous. It never ends. It just keeps trying.
02:00
Speaker 2
When it drops, what is the light indicator of this trial, eventually it's blinking blue and red, mm-hum, and how many times a day did it, um, happen? Mm, Okay, Okay, continues, all right.
02:00
Speaker 1
It did I tried it. It didn't work that well. It didn't give me I I just I I I log directly into the Linksysone I I. I can do that. Do you want me to do that? Hey, that's good. I I thought Linksys had stopped supporting the app the phone app.
03:00
Speaker 2
Do you open your Linksys app or do you [silence] do you use Linksys app from time to time? No, I'm I'm I'm just asking if you are, are you using a Linksys app? Can you open it? So do you access the Linksys app, do you have access, um, using your phone? Okay. Yes, that's just what I want to verify. Okay, one moment. So currently, can you please check if this child node is still showing a blinking light? [silence]
03:00
Speaker 1
Okay. I'm open in. Yeah, it's been opening. Okay, all right, so it's a... Yeah, like I said, it's continuous. It's been doing it for days. It's good. Yeah. [silence]
04:00
Speaker 2
Model, you cannot actually set up with the Lynx use app anymore, but you can still manage your network once it's done configuring. So you can still have an access, but it's just a local access, which you should be connected to your network at the same time if you open the app. Yes, but it's just that you cannot manage it remotely. Yes. So, while you open the app, I just want to make sure that this child not is still blinking. Is it still blinking? Um, the light indicator. Okay. Okay. Very good. So, what we're going to do, we'll try to check the logs if I can see. [silence] it so that is okay do you have the option to click on logout so the options are
04:00
Speaker 1
Create a cloud account or check connection. Yeah. I'll double check, but I'm pretty sure. Yeah. So I am connected to the Wi-Fi. [silence] Uh, yeah.
06:00
Speaker 2
Log into your cloud account. Okay, check connection. All right. But you're, are you connected to the Wi-Fi using this phone? Okay. Um, just in case to, um, just in case if we need a full access of the whole settings, do you have a laptop or computer that we can use? Okay, I think that would be better. All right, thank you for your confirmation. We'll need to check what's the firmware of this child node first, all right? So what we're going to do, um, since you've said you have a laptop, I think that would be better if we use that one. Um, as long as it's just connected to your network. Let me know.
06:00
Speaker 1
It's connected to the network. Yeah, Windows a lot. Yeah. Yeah. Yeah. My browser got local. That's it, Andrew. Yeah. Yeah. Yeah. OK. Yeah. Yeah. Yeah. The site can't be reached.
07:00
Speaker 2
Is this a Windows? Okay. All right. So, do you have a Chrome browser? All right, let's open Chrome browser, let me know if it's ready. Okay, and we're gonna access myrouter.local. Just type it in on the main address bar. Yes. Then enter. Yes, myrouterkow, like local and enter. Mhm. Okay, um, hold on.
07:00
Speaker 1
I I I know the IP address. OK, so it's 168 dot 192 dot nine dot one
08:00
Speaker 2
parent node is set to bridge mode, okay. I'll go to your window settings first, let's see the IP address. okay, that's great, so let's try to access that instead of my router.local.
08:00
Speaker 1
Okay, I'm at the login screen. Let me put my password in. Oh, that's that. Um, let's see, how do I do this? So, um, I thought I, uh, hold on, let me get the, uh, the router. I've got it here. Scalable listing B to C. Let's see. 192.1.181. I made this. Okay. Okay. Okay, so I'm in. Yep. Somewhere up a detailed. Okay. Yeah, I did, I, by the way, it started giving me problems when I did this update. I just did an update and then started acting wonky. Yeah, so it's 1.0.113.
09:00
Speaker 2
Alright, very well. Just go to connectivity. That's on the left side. Alright. And um on connectivity, there's like a firmware update. We're gonna click on details with an arrow drop down. below that there's details. Yeah. I mean, I know what's the um, current version. Okay.
10:00
Speaker 1
216903. yes. But, you know, when I was on that phone app, it had two of the routers had that version, but uh one of the not routers, okay. So two of the devices had that version number, but in the app, one of them ended in something like 602. It it the app showed a different, it showed a different version. No. Well, in the um
11:00
Speaker 2
Okay. Does it indicate the same current version to all the nodes? Okay. Mm-hmm. Mm-hmm. Should we take zero-two? Okay. Just for the one node, there's a different version. Okay. Yes go ahead. [silence]
11:00
Speaker 1
Admin screen on the bridge, it shows everything on that version I just gave you. It says everything is the same, but the mobile app came back and said one of the child devices had a different version. Yeah, yeah, I did do I did. Yeah.
12:00
Speaker 2
Okay. Okay. Mm-hmm. Okay. I think that's just the issue with the Lenski's app because of the current updates that we had. Um, Lenski's app may tend to not update real time. You can try to uninstall and reinstall the app, but anyways, we have confirmed the firmware here. Yes, this is the um, updated one for this model. Um, have you tried to factory reset this device? No, it just keeps on disconnecting and re-adding back again. Um, may I know what. Okay, may I know what procedure, um, have you done to try to reconnect it.
12:00
Speaker 1
Press the reset button for extended period of time and then this this this this the the uh the device uh went through. I can't I I didn't memorize the procedure, but it went through a different procedure to to a factory reset and then it started going through the normal setup. Connection. No. Mm. Yeah. Yeah, everything was working. uh what what happened was I bought a router And then, uh, changed the Linksys router to a
13:00
Speaker 2
Okay. Did you use the link? Do you zap this child? No? Okay. So how did you add the child after reset?
13:00
Speaker 1
a bridge and everything was working fine. Okay, so I didn't have to make any changes to any of the child devices at all when I did that change. But then when I did this upgrade, I might be wrong about it, but I have a hunch, that's when the problem started. Oh, the the town knowm. I did, I didn't, I don't recall doing anything. It just connected on the own.
14:00
Speaker 2
I understand this information.
14:00
Speaker 1
Yeah. [silence] Yeah. [silence] It went through an automated procedure to connect. [silence] Yeah. [silence] Yeah, that so then um I I uh uh disconnected the power and plugged it back in and it's still went through the same thing. [silence] It's still cycling through continuously. [silence] So then I took the child node and I brought it into my office, which is the set and it's about four feet away from the the bridge node uh. [silence] Aaron, [silence] I wanted to make sure that that the radio connection wasn't a problem. [silence] So it's it's like four feet away, but it's still cycling through.
15:00
Speaker 2
Okay. All right, okay. So we're gonna try to... Have you tried the five press? So you haven't done anything after the reset? It just went to blinking again. Okay. Chum, Chum Okay, so, have you Just wait. Right, so, um, I want to confirm after.
15:00
Speaker 1
Yeah, it went, it went to purple, that was it, it it changed to purple, yeah Yep 4d
16:00
Speaker 2
you've done. we'll try that, alright? and we'll try to reconnect this using the access that we did right now, which is here the settings of the parent node. so what we're going to do um uh may I know first if this child note is still within range uh the same room with the parent node? okay. um how many feet, four feet, five feet? okay. so uh we'll try to do a factory reset and we'll try to add this uh through this uh settings that we've accessed right now. we can add this through here. so um what you can do first, you press and hold the reset button of the child node for 20 seconds and then release.
16:00
Speaker 1
Yeah. I think what I did was 30 seconds, but let me find something that will work. It's pressing that reset button, you don't know if it's all the way to press. Yeah, that's what I'm getting also. So, it should, you know. Okay. I'm going to leave it plugged in and I'm going to do the factory reset. So, there's the reset button. You want to time me, I don't have a watch. On your mark, get set, go. Okay. [silence] 20 seconds.
17:00
Speaker 2
Mm-hm. Okay. Um, yeah, just, um, um, let me know if you start to press the reset button. I'll let you know when to let go. [silence]
17:00
Speaker 1
still blanking from blue to black. my pencil slipped off the reset. the light is off. so the light is up. okay. all right. okay. it's blue right now, or maybe it's perfect. it looks blue. it's going
18:00
Speaker 2
the light goes off now okay very good you can you can let go of the reset button and then we'll wait until this will end up on a solid purple light
18:00
Speaker 1
i wanted it from blue to black
19:00
Speaker 2
Okay. All right. So, it's still pulsing, like a pulsing blue, and we'll wait until it stops and ambiance purple. [silence] Okay. Now it's purple. And we're going back to your laptop. Uh, let's close the connectivity. [silence] You can...
19:00
Speaker 1
Should I just refresh my screen as to what game? Okay. Connectivity. Yep. I did that. I'm sorry. What was your question? I see. [silence] There's [silence]
20:00
Speaker 2
Click on OK and [silence] yeah, you can refresh your screen. [silence] OK. All right. So if you refresh the page, click again connectivity. [silence] All right. Do you see CA router setup on one of the tabs inside the connectivity? Do you see CA router setup inside connectivity on those tabs?
20:00
Speaker 1
two tabs, basic and internet settings. Um, and the firmware update is Cycling through checking for updates. I don't see Oh, yeah, automatically adjusted for daylight savings time has a check mark. Oh, yes, yes, it does have automatic. Yeah. Okay, it's unchecked. [silence]
21:00
Speaker 2
Mhm. Basic and internet settings okay. Can you try to uh check if the automatic is already has a checkmark? Okay, but um on the firmware update does it have automatic below that? Mhm, does it have a checkmark too? okay, try to uncheck that first. [silence] Can you try to close the connectivity and then scroll? [silence]
21:00
Speaker 1
Okay. I'm sorry. I'm sorry. I'm looking I apologize. So I'm at the main screen main screen for the home screen for Linksys Smart Wi-Fi tools. There's no scroll bar. Should I be should I yeah, should I be on connect? I have four tabs that I could guests access. The last tab is light. [silence]
22:00
Speaker 2
scroll down at the very to end of the page.
22:00
Speaker 1
Wi-Fi settings and then that's it. Mm-hmm. On the, on the home page? On the home page? Yeah. I don't see, it's very simple. I was my understanding when I set it to bridge mode, you know, a lot of that stuff was removed. Oh, I see a, okay, it's very tiny, yeah.
23:00
Speaker 2
Right. Um, we're talking about at the bottom. So, do you see end user license agreement, privacy statement? Do you see that under those bars? Yes, on the homepage. Okay. Yes. So, I want to see if you still see CA within the line of end user license agreement. All right. Yeah, I apologize for that. Um, can you please click on CA? Uh, it will just refresh the page. And let me know if it's done.
23:00
Speaker 1
Okay. It's spinning right now. Okay. The screen came, just came back. And and CA disappeared. Okay. It's spinning. Okay. I'm on the screen. Where would that be? Oh, yeah. Yeah, I do see the tab. It's a new tab. CA router set up. Okay. I did. Yeah.
24:00
Speaker 2
okay. all right. okay. team back. okay. now click on connectivity. all right. do you see the CA router set up up on the connectivity? um, what do you see on connectivity? What are the tabs available? all right. So let's go ahead and click that one. and you will have the option to click on add wireless child node. so just click that one time.
24:00
Speaker 1
Yeah, that's the one I, is coming back to me, that's what I did. It's pulsing, the purple light is pulsing. And now it's red. Now it's blinking red. Yeah, okay. So yeah, it's blinking red. Maybe go check the other child. Uh, would the other child not have been affected by this?
25:00
Speaker 2
Okay. So we're just gonna click that one time, just leave it there and let me know if the light indicator of the child node shows a pulsing or maybe blinking light, and we'll have to wait. Okay. So let's observe this first. Let me know if it stops with blue. Okay. So now it's trying to communicate, and I'll set a timer here as well. Just let me know if it's still red or if it changed to blue, just let me know.
25:00
Speaker 1
Okey. Still, Blinking. Let me uh I'm gonna go into my router. Because it's got logs.
26:00
Speaker 2
No. it will not affect, since it's already connected, just this one that you just reset. [silence]
26:00
Speaker 1
Paras 007 25. And so far so good. Exactly what I did the last time but uh seems to be working [silence] Okay. [silence] I'll see if it cycles through. [silence] Yeah.
28:00
Speaker 2
Mm-hm. Okay, one minute is done. We'll try to relocate the child node and we're gonna observe if this will continue to connect. So go ahead and unplug it and move it.
29:00
Speaker 1
Okay. plugged in uh okay what does that uh c a light do [silence] Okay. It's blinking, red.
31:00
Speaker 2
okay. So we'll just uh, have to wait. It will show a pulsing blue and a blinking red. And let me know once it goes to a solid blue light. Oh, okay. Um that part it's um it's like a hidden settings. Uh, for example, if you open that uh CA, it will let you open other other features on the settings like um adding this wireless child node or wired and the two point four and five gigahertz settings of your Wi-Fi. Okay. [silence] Okay.
31:00
Speaker 1
solid now. And it's blue. Is that what is that uh the test? 60 seconds. Okay, it just it just went to red. It just went to red. Now it's back to blue. Solid blue.
32:00
Speaker 2
Okay. I'll set a timer. Okay. I'll set a timer here just for a minute. Uh, yes. Uh, uh it can it can be 30 or a minute. Okay. All right. Um, okay. Yeah, uh we'll wait while the time is running.
32:00
Speaker 1
still saline. it's yeah it's not it's solid blue.
33:00
Speaker 2
Okay. Um, is it a steady blue? Okay, very well, okay, that means it's now connected back to the network. Um, it's already been 2 minutes as of the moment. So, um, you can close the, uh,
33:00
Speaker 1
Oh, Interesting. How come it, uh, when we moved the, uh, the child node, it, it re, it restarted, went to solid blue, and then it briefly blinked red.
34:00
Speaker 2
mm hmm, mm hmm. Yes, that's pretty normal. That means it's successfully syncing to the parent nodes and network again. So that's normal to other nodes as well. [silence]
34:00
Speaker 1
Good, good- Did it? Did it lose its connection? okay. okay. Interesting. Does the system, does the mesh know what frequency to use? I have, you know, these uh nodes have two frequencies, the 2.4 gig and the 5 gig Hertz. I'm hoping it's on the 5 gig Hertz.
35:00
Speaker 2
But as soon as it goes back to a steady blue, then that should be good. No, it doesn't lose its connection. So for example, if you relocate a child with or restart it, the cycle goes from blinking blue to blinking red. Um and then it goes to blue red, then should be steady after that. Yes, that's the cycle. Um. Mhm. Mhm. Yes. For example, if you're using your laptop or computer, um, uh high frequency bandwidth device, it will automatically
35:00
Speaker 1
Uh. X. I don't have any finger writing. X. I think. I think. Okay. All right. Thank you. uh oh oh one last question. You you didn't ask me for serial number model number. so does that mean you have my account on file now? or a couple days ago or a week ago made it. Yeah. Okay. So you've got all that. Well I I gave the uh tech the wrong model number. I told her 4300 MX 4300C. It's a 4200C.
37:00
Speaker 2
Okay. I'll just send you through the email. You're welcome, Clark. Thank you so much for your time. You can call us back if you need help again. All right? Have a great night. Uh, yes. You've called us, I think that was last month. Yeah, a few days ago. Yeah. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Yeah. Um, it's also indicated here. No worries.
37:00
Speaker 1
Okay. All right. Very good. Well, listen, thank you very much. Okay. Have a have a good day or evening. Bye.
38:00
Speaker 2
No worries. You're welcome. Okay, thank you so much for your time again. You too. All right, bye bye. [silence]
38:00