Speaker 1
Hey. Thank you. Thank you. Yes, hi, I have a um, Linksys node system and uh, we lost power last night and I'm just having an issue bringing it back up again.
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 to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty product, 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 linksys. This is help. Any help? And who's your internet service provider?
00:00
Speaker 1
(speaking softly) Comcast, Xfinity. I have (speaking softly) internet, but the nodes aren't, that's the child nodes aren't. They're just blinking blue or going red. It won't connect. The main node is is white. Mhm. Yep. One second. 58 W10M2. B is a boy, D is a dog. 02936.
01:00
Speaker 2
And you've have already contacted Xfinity, right? Oh, okay! All right! Can I have the serial number? At least one of the child nodes... Thank you so much, man.
01:00
Speaker 1
Uh, Elissa Holmes, her email, I don't know. I have several. It's probably, EJ, Holmes, one, two, at Gmail, or it could be a different, or it could be at Comcast.net. Or it could even be in Offfield now. Okay. Okay. Okay. Yes, please. [silence]
02:00
Speaker 2
Okay. And by the way, ma'am, I was actually able to pull up an account, um, using your phone number. Um, can you confirm if this is the correct account? Maybe you can verify the first name and last name and then the email. Okay, that is... Okay, the first email that you provided is the one that we have here on Fuzzo. Thank you so much. And this is, um, is this the best callback number in case the call gets disconnected, the one that ends in 0532? Okay, so based here, ma'am, um, you have the MX 6,200, right? [silence]
02:00
Speaker 1
The refrigerators. Automation, homeheart Now, I have four. No, I have three unplugged right now. I'm just trying to connect the one to the mother node. It just keeps blinking blue. And they were all doing weird stuff. What happens a lot of times, like, the main node is white. And if it goes into this blue mode, then it sets up its own mesh system. And it's different than like, there are some are saying this bulky setup thing. And then, some are supposed to be on the my internet, which is EAJ home 1, and it's a 5G. So, they're supposed to connect to that. But sometimes they go to their own set up. Basement. So, the regular one connects to the home network and then I've had to plug it into an it, that works. The back end updates it and it's happy. I don't do it.
03:00
Speaker 2
for the model. Okay, so all right. So for this one, let me just update it here. So how many child nodes do you have? So, So, So, So, So, So, So, So, So, Do you have four? Okay. and then those four child nodes are not connecting?
03:00
Speaker 1
They just go rogue and they just all have blue lights and do their own mess system. So right now the main notice white, mother node is white as a solid white light, the router says it's connected, and then the Linksys that sends an 01971, that one says it's connected, but it's a blue flashing light, so I don't know how that's connected. All the other ones are unplugged right now. [silence] I didn't do anything yet. No, because every time this happens, it takes me hours to set these back up again. This system is absolutely the worst system I've ever worked with. I have a second home and that one has the OB, and I don't know, but that just connects when it's supposed to and it just runs smoothly. These nodes,
04:00
Speaker 2
ok said alright so Yeah, for that one you did not press any reset button for that one right ok Uh? say,
04:00
Speaker 1
always go crazy there there's usually always one blinking red and the other one just pick it up sometimes they're blue sometimes they're white uh I really I mean I I for the money I spent on this, I have had it with these and here I am again. Now 11, 11:30, I'm going to be sitting here for an hour connecting these. It's just such a waste of my time. It's, it's so poorly done. You know, and I had it before and you guys updated the nodes and you said they're wonderful and I paid all this money for these new ones and it's still a complete nightmare. And I run an office out of my house and now I got to take all this time on a Monday and get these all going again just because the power went out. I mean, it should have just connected itself. The main node which is connected to the, to the modem in the house, that one's fine. But all these other ones, they just go rogue and it's not even like they're that far apart. I have a 2,500 square foot ranch. And I've added all these because you said I, you know, like the previous rest said I needed more to For the signal, for some reason, I have four of these things, and they still all go jack, jack and jacked up. It's just so stupid. Anyway, let's just get this done because I don't have a lot of time for this this morning. So, the main one is white. I didn't do anything. The one, only one of the nodes is plugged in. They're all right next to the mother node. So, just, please instruct me on what I got to do to reconnect them, unless I just got to, you know, add, delete them and add them again, because I've done that in the past too.
05:00
Speaker 2
Yeah, I totally understand your frustration, ma'am. So, what we'll have to do is that we'll have to reset this one and then delete delete them on the Linksy app if those nodes are showing offline and then add them again. And then I have to get what's the current firmware version because I have to take note of this one because in case that this happens again, um I think it would be best if we escalate this one.
06:00
Speaker 1
And then I just went to breathing. It just went to blinking red now. This is the nonsense that goes on. Okay, so what do you, this one now is, uh, what is this one? Uh, gosh, I can't. Why is it so bad?
07:00
Speaker 2
right away to our level two, so our level two can double check if what's happening to the node, because supposedly if there's a power outage they will, they should actually just automatically reconnect. But since uh, there's already previous document uh, documentation that it happened before. So um, we'll just do a reset and then re-add them back to the network for now. And then in case it happens again, I'll have to escalate it to our level two, okay? All right. So um, yeah for that node that is currently blinking blue right now, um, can we reset that one? Maybe you can press and hold and oh, okay. So,
07:00
Speaker 1
So what is happening here? So this one is 2936. See this is so weird. It says that the link this 1971 is connected on my app, and that one's not even connected, it's not even plugged in. And then the one that is plugged in says it's offline. But none of them are plugged in, but the, but the 29, what is this? 2936. It says it's offline, and it says the one that's connected is, is 1971. The 1971 node isn't even plugged in right now. [silence] What do I do? [silence]
08:00
Speaker 2
30 minutes. Okay, can you try to log out on the LinkedIn app, ma'am, and then try to log in again.
08:00
Speaker 1
to account and log out. Okay, there we go. Log out. Take ours. All right, I'm pressing log out. It won't let me do it. I have an option of closing the account. Delete account. All right, it's out. Can go back in. Smokes. Oh, now I did it. Now I got to remember my password and everything. I don't know what that possibly could be right now. It probably has changed a lot. [silence]
09:00
Speaker 2
Yes. So, um, try to, do not, do not delete account. Just, um, if it won't allow you to log out, just close the app. Remove it on the running background of your phone. And then we open it again. Yes. Is it asking for your?
09:00
Speaker 1
No, it's asking for my account password, because I guess it signed me out now. I think so. Oh, it's my old email. Hold on. This is stupid. in the app, it says it's connecting to the router. Now it says my email when nothing matches. Of course. Of course it doesn't match. Here we go. Here goes the search. [silence]
10:00
Speaker 2
Their password. Okay. Aside from the email, they lose their ability to receive text messages. So kind of again, back to the dating apps. Lot of reasons as to why this can be a huge problem for people.
10:00
Speaker 1
Yeah. It says the recovery key, you want me to put that in? Is that on the main node, are they different? Or are they the same? Of course, that's under the desk around the corner. I go through this every time, I can't take it. I'm going to need to be on medication after these things. I have never ever had, had a thing like this before. This is just so stupid. It's just absolute.
11:00
Speaker 2
Mel Mum. Do you have an option to log in using router password instead? Okay. Yes, may uh- they- no, they're they are uh- each node has a different recovery key, so you have to use the one that's on the parent node.
11:00
Speaker 1
I really don't want to do this today, but I have to do it because I have no internet. And this is this is what I'm left with. This is exactly my my issue with this. I can't even believe I paid money for this. Now this is a new password. This is probably what happened last time. This is why I don't even know. [silence] right, I'm back in. Yeah, it says all five are off. Yeah. Thank you. Oh, my lord. Okay, now it just says that the router is hooked up, and it says the 1971 is hooked up, and the 2936 is hooked up, and that's impossible, because all of them are unplugged, except for this.
12:00
Speaker 2
Alright, and then let's go down to, once you've logged in back, you can see the nodes now, right? are offline okay. So select number one that is plug in right now and then I want you to remove it if you have an option to remove that offline node.
13:00
Speaker 2
Okay, so the one that is blinking now, that's blinking red still, right? Okay. I want you to locate the reset button of that node underneath and then press and hold it for 30 seconds. Okay. So let's wait for that one to turn to solid blue. Yeah.
14:00
Speaker 1
So when you're done, can you see if you can get sis in the mouth. Yeah, I got Full. I can make it full. let me just check it that one's blue yeah it's right next to it plugged into the
15:00
Speaker 2
Good stuff.
17:00
Speaker 1
[silence] And that's the reset button. Five times. All right. Ready? All right. One, two, three, four, five. Yep, it is. Okay.
18:00
Speaker 2
okay, so let's proceed with the parent node, I want you to press the reset button of the parent node five times uh do it not too fast, not too slow, just a minimum amount of speed. The interval is one press per one second, so five times on the parent node. Yes, reset button of the parent node, five times. Do not hold the reset, yes. [silence] okay. Again, the parent node will start blinking white. Alright. So that will look for the unconfigured child node, which is solid blue now, so will just have to wait. And then how's the child node so far ma'am, is it blinking now for the child node?
18:00
Speaker 1
all right and the parent node is still blinking white
21:00
Speaker 2
Still solid blue, okay. So let's give it like another two minutes. Blinking white, okay.
21:00
Speaker 1
It's still the same, but, uh, it's so solid blue and the in the parent one it's Blink and white. Um, hold on, let me just double check here. Uh, yes. 02936. Yep.
22:00
Speaker 2
The child, no, that we are working on right now, ma'am, that is the one that ends in 936, right? 0 2 9 3 6? [silence] Okay. [silence] And then the parent node is 016.
22:00
Speaker 1
Okay. So the handle is 77, on the end. 1971, uh No it's not it's 1910. Hold on. Hold on. Jesus Christ. Hold on, I can't see anything. I gotta take a picture. Hold on. Might not be that. Hold on. It's just it's too tight to the wall, I can't pull it out. Um...
23:00
Speaker 2
1971 okay .. Take it
23:00
Speaker 1
Um, no, it's 1671. The parent node is still blinking white and the other, the node is still solid blue now. Sunplug. And leave that, leave the child note on, leave it solid blue. [silence]
24:00
Speaker 2
All right. So it's it still blinking white man for the parent node and then solid blue tish for the child node? Okay, so I guess we have to turn off -- Oh, turn off. Can we turn off the parent node man for now? Let's turn it off for at least three minutes. Okay, let me set a timer right now. Um... Yeah, just leave it on for the child node. [silence]
24:00
Speaker 1
okay? and just leave the child node as it is. All right. you ready to subject? I am on the phone with the people here trying to get this internet working. [silence] [silence]
28:00
Speaker 2
Yes, just leave the child node as it is.
28:00
Speaker 1
it was a blue now it's red okay you got it [silence]
29:00
Speaker 2
Okay, give it some time. It will try to reconnect back to your internet service provider. So we'll have to wait for the parent now to turn back to solid white.
29:00
Speaker 1
Okay, OK, the mother node is solid white. Um, the app on my phone, you mean? So delete it, and then reinstall it, the whole app. [silence]
32:00
Speaker 2
So home is the parent note so far, ma'am? All right. And then can we try, ma'am, to uninstall and then reinstall the lingues app. Let's make sure that the parent nodes data has been updated. Yes. The app on your phone. Yes.
32:00
Speaker 1
All right. I just deleted it. Let me go in the app store. All right. It's downloading. Open. It says, set up a new. It says manual.
33:00
Speaker 2
a whole app yes and make sure that your sorry.
33:00
Speaker 1
connect your webIFE or set up a new Wi-Fi network. Wi-Fi says connecting to your What? Okay. And do you want me to just do router password, instead of the email and all that, or? Okay. Go to your phone's Wi-Fi setting. Select your Wi-Fi from the list. Once connected, return here. Searching [silence] Connecting to your router. [silence] Uh great. You're now connected to Wi-Fi. Enter router password. [silence]
34:00
Speaker 2
Select my manage your Wi-Fi. Yes. Yes. Ah, yeah, do router password. OK.
34:00
Speaker 1
[KEEP_UNCERTAIN] plus? 15,537. Is that not it? Oh, you want my Wi-Fi password? Is that what it wants? Or my router? Yeah, it's 55537, but it says it's the wrong one. What the hell does that mean? The Wi-Fi on the parent node, the password on the parent node you want me to put in there, right?
35:00
Speaker 1
Okay. Yep, hold on. Oops. Okay. Getting router set. Okay we're in. 02936 all four of them are offline correct. Uh-huh. I do. [silence] Remove node. [silence]
36:00
Speaker 2
ask you to create a new one, right? Okay. Okay. All right. And then let's go, a moment, to nodes. And then check if the 02936 is showing as offline node now. Okay, so just select the 02936. And then check if you have an option to remove that offline node. Okay.
36:00
Speaker 1
your Lynxess. uh. oh two nine three six node has been. uh something and then it just went away now I only have four nodes on with the uh in the red So I enabled the Bluetooth.
37:00
Speaker 2
Okay. All right. So for that one, since we have solid blue for that node, go back to the main menu and then go through the three lines on the upper left-hand corner. All right. And then scroll down, look for Setup a new product, and then add node to your home network. Uh yes, ma'am, enable Bluetooth.
37:00
Speaker 1
Make sure your Bluetooth settings and then. Okay. I have to enable it in my settings on my phone? Is that what I have to do? This app. Okay. Enabled. Now it's getting router settings again. down three lines, you want me to do, right? set up a new product? uh add node? Plug additional nodes into into power near the. You wanna me to just do this one for now, or?
38:00
Speaker 2
Yes, for the Bluetooth. Okay. Yes. Three lines, yes. Now, I will select this area. Please do not move. Yes for now. Click next. Okay. And then once the parent node finds the child node to be solid blue, that child node should start blinking. Alright so that will take four to six minutes, ma'am, so we'll just have to wait for that one. Okay? You can take your time if you need to do something else. Okay.
38:00
Speaker 1
They're both solid white now. Like, downloaded? Um, no, it's just showing... It says, your network with uh router and then three of the nodes. Yes. It brought me back to the home screen of it.
44:00
Speaker 2
Okay, so can you double check if, do we have the link-sis app now? No, on the app there. Earlier we actually tried to add it using the link-sis app. I just want to know if there is any update on the page. If it is successfully added. Okay. Do you have an option to click next? Okay. Click next. Okay. And then how many? [silence]
44:00
Speaker 1
Five but it has, like a red box with the excitement point on it. Yep. Yep. Yep. I I have it selected. I [silence] yes. Yeah. [silence] firmware version is [silence] is 1.0 14.
45:00
Speaker 2
No nodes are showing on the home screen, sir. Okay. Okay, can you select that one? Can you select the nodes? And then I think one child mode will show online. Can you select that one for me? Okay. All right. So, for that one, sir, it's showing online, right? Okay. Can you check what's the firmware for me, sir? Is it showing firmware?
45:00
Speaker 1
And it was 2, 1, 6738. Yes. Yep. I run a second. Sorry, my, my what's doing something. Um, what do you say? My, my apologies. Yep.
46:00
Speaker 2
[KEEP_UNCERTAIN] [silence] Um Okay, right, so that means that we have the remaining offline nodes as, um, not yet connected for that. Um, those other nodes are unplug, right? For the child nodes. Okay, um, are we going to add that one? We can also troubleshoot that one same as what we did on the this node that is working right now for the child node. Okay. um Yeah, no worries, Sr. For this one, Sr. We have actually successfully added the one child node. So, if it's solid, why don't you try to connect the remaining ones? Okay.
46:00
Speaker 1
Yeah. Yep. Uh, no, we'd like to connect all of them. But, um, is this, is this at the point where I can kind of plug them in and then they'll all sync up or you kind of got to go through it one by one? Uh, should I do that? Or do you, or does it not matter?
47:00
Speaker 2
That means it's connected and then we also verified that it's online on the Lynxix app. So I think we I think you have other child nodes, right, that are not plugged in yet. Okay, alright, so would you like to connect that one as well or you're good with one child node now? Oh, I'll actually depends if this child node will show as online once we plug them in. But for this one child node that is online, that is solid white right now, would you like to move it first before we work on with the other nodes with the other child nodes? [silence]
47:00
Speaker 1
All right. I just move that one. So, um, probably. me sins.
48:00
Speaker 2
You can actually move that one first before we can, um, work on with the other child node. Okay. Okay, so we just have to wait for that node, sir, to turn back to a solid white. How far is that to the parent node now? Okay.
48:00
Speaker 1
All right, it just turned white. Yes. Okay. Okay. All right, let's start here. Okay. Right now, it's just blinking blue.
51:00
Speaker 2
OK, that's fine. So no worries and that's the the one that turned white that is the one that we move, right? OK, all right. So you can plug insert the remaining um four child nodes or three child nodes. OK. So let's give it like three minutes. Let's see what's there again, what's their LED. OK.
51:00
Speaker 2
And how's the light so far now Sir of the other child nodes?
53:00
Speaker 1
Another one just turned solid white now. The only one that's not white now is just solid blue is just one of them. Yep. Just loading at the moment. [silence]
54:00
Speaker 2
Solid white? okay. How many blinking blue -- . right now, sir? [silence] Okay. Can you double check sure on the app if those nodes that are solid white if they are showing online on the app? Okay.
54:00
Speaker 1
Yes, they're on now . And it shows three of them. Only one is not . Yes, it's the one that's still solid blue. They're yep, I can remove it from the network. Remove node . All right, I just removed it.
55:00
Speaker 2
OK, one node is offline. OK. If you have the option, sir. OK. On that offline node that is showing on the app, um tap on th one and then check if you have an option to remove that offline node. OK. OK. OK. And then um go back to the main menu on the app, and then there's the three lines on the upper left hand corner, tap on the one.
55:00
Speaker 1
For physical security. For a product. Add node. The node light is solid. Okay. It's blinking. Okay. it's blinking. Okay. It's blinking blue now. Yes.
56:00
Speaker 2
"All right, and then scroll down, look for "Set up a new product." Yes, add Node to your home network." [silence] Okay. "And then it's adding the child nodes, right or looking for child nodes still on, Okay, so that will take another four to six minutes or so, you can take your time while we're waiting and then I'll just verify something here if you have questions, just let me know okay? Okay, thank you, sir.
56:00
Speaker 1
Uh it did not end up finding it. it just went to the next thing showing uh your network and the nodes are red now. it it is red there. yeah. Oh it it randomly just turned.
60:00
Speaker 2
okay sir. so the child node sir that was solid blue what's the color right now? red? solid red? okay. i think we have to reset that one sir. can you reset that one? press and hold the reset button of that child node.
60:00
Speaker 1
[silence] Yeah. Let's see if it's connected then. Once it loads. [silence] Uh it's still loading right now.
61:00
Speaker 2
Okay. All right. On the app, Do you have an option to click next? Okay.
61:00
Speaker 1
let me see uh should be hold on let me check uh let me check my thundra yeah uh yeah it's working uh yeah all all of them are connected down in the App okay says under nodes yeah
62:00
Speaker 2
ok. But your phone or the device that has the blank that app is connected to the Wi-Fi right?ok. ok. all right. and then all of them are are solid white, right?ok. can you select the node that we just moved earlier?[silence]
62:00
Speaker 1
I don't know if it's [silence] negative 68, but it says 68 dB F.
63:00
Speaker 2
Here, I think that is the node that has a serial number with 02936. Can you select that node? Okay. And then when select that node, sir, it will show you the signal strength. Can you provide me what's the signal strength for that node? -68 DBM. Okay. That's a good signal strength. So, the recommended signal strength for each node because when since you've mentioned that it's always it always happens for the same issue whenever there is a power outage. We have to double check the signal strength. They should be within the range of below negative 69 DBM. So,
63:00
Speaker 1
Yeah. But all of the nodes are pretty close together. It's, there's one that's pretty far and I've told my mom multiple times that it's a little too far for it. And I think that's the one that messed it up because that one's like above our garage in like a loft. And uh, I think it's just too far for it. Uh, no, no, no, no. Um, like our house is like a ranch style, so it's just really long. But
64:00
Speaker 2
you observe that one meanwhile since we just recently added them uh would you like to move the other remaining child nodes can we move them to your preferred location is that the one sir that is 15 yards
64:00
Speaker 1
the one the office is probably about 10, 15 yards from the kitchen and then uh the next one probably 10 yards and then 10 yards um the one that's above the garage is like across our driveway almost so that that's the one that gets really far so I might just not put one up there for now because that might be the the cause of it
65:00
Speaker 2
^M ^M mm. I see. Okay. Hmm. Because for that one sir, if that's on the garage, we have to consider as well wireless interferences or obstructions, if there's any metal objects or steels or anything that will actually that usually reduces the Wi-Fi range of that node, so most likely the [KEEP_UNCERTAIN] that's the reason sometimes why that child node usually get total disconnected or will have like slow internet connection. If it has issue with the wireless you can at least try to isolate it using at least a wired back loop if you have an option to wire that child node to the other nearest child node. So at least we'll we can try that option to stabilize the connection on the child node that you actually placed usually at the garage.
65:00
Speaker 1
[silence] Take the move drew [silence]
67:00
Speaker 2
Okay, yeah, you just need to, um, yeah, you just need to wait there maybe like three to five minutes. They will just automatically turn to, um, solid white. But, yeah, try to consider, sir, wired back home, um, with the connection from the garage. At least using wired back hole, um, that node from the garage will have a stable connection on the other child node that's stable so you can have a stable wi-fi from the garage so maybe we can try that option. Right? So, um, yeah, anything else, sir, for now? Okay. And then I'll, uh, have already put a proper documentation here, sir. So, in case you have any additional concerns or questions, just feel across.
67:00
Speaker 1
All right. Thank you so much. Forward. Of course. You too. Bye. Bye.
68:00
Speaker 2
feel free to give us a call, okay? Okay, you're welcome, sir. Thank you as well for taking the time calling link. If you say, you take care there. Bye-bye.
68:00