Speaker 1
[silence] Hi. I I sure hope you can help. I have a router and I had a password, but, you know, I took a picture of it and I can't find it. And my TV is saying I need to [silence]
00:00
Speaker 2
Welcome to Lynx's 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.lynx.com. Please have your device serial number ready. For assistance, press one now. For our warranty products. Paid supp- 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] Thanks for calling Lynx this L. How can I help?
00:00
Speaker 1
put in, put in my password and I go to put in my password and it doesn't work, so I created um a new password and um it still won't go in. It's just ridiculous. I tried it last night, I don't know, about an hour. So then again today it's still not working. Um let me give you the serial number. It's ready. Okay, 3 4 - N as in Nancy, 10 M as in Mary, 2 T Charlie, A Apple, 0 9 0 7 3.
01:00
Speaker 2
34 N 10 M 2 C A 0 9 0 7 3.
01:00
Speaker 1
yes, yes. [silence] You mean my uh, cable, the TV. it's uh Spectrum. Sure. It's my name, Gina dot T for Peter dot Romano R-O-M-A-N-O-3 @gmail.com.
02:00
Speaker 2
okay and based here member on our system that is the MR 6350, right? okay I'm just and who's your internet service provider? um yeah the yeah uh no the internet service provider spectrum okay and then let me create a case ticket first before we move forward ma'am with your concern can I have an email
02:00
Speaker 1
Gina Romano. Yes. Okay. [silence] Well, a screen came up that said, connect to your, um... connect to whichever, um... system I have. So, of course, mine is Lynx, Lynx set up and it says signal strength, very good. So I went and clicked on it and then it brings up a screen that says, enter your password. So I've tried, um, the old password which I thought it was, then I just created a new password and every time I go to hit connect, it's it just spins on your, um, website. It just constantly spins but says it's okay. And I can't even get out of this screen. It doesn't matter if I unplug it, if I shut it off, uh, if I try using the spectrum remote and go to the main
03:00
Speaker 2
So what have you tried so far, Mam, for your MR6350? [silence]
04:00
Speaker 1
home screen with all the options. It just won't let me get out of this, this screen where you're supposed to enter a password. And then when I put it in, it says it's, you know, authenticating everything. And I look at my phone, you know, uh for the app and it just keeps spinning and spinning. It's like it never like it never just stops and says, "Done." I don't know. I went to your app. I went to your, um app that I have on my phone. And it said, um what's your email? And I would go to my email and I followed that. And then, you know, I made a new password. And, um, yeah, it just Nothing has been working.
05:00
Speaker 2
How did you create them a new password, where did you go to? [silence] Okay so you tried to login with that password again and it didn't work.
05:00
Speaker 1
Yeah, the the app that of on my, the app that I have on my phone. Are you saying I need to go look at my settings to see if it if it pops up? Yeah. It's it it was. Yeah, it says Wi-Fi setup 051. And it says it's it's working. Okay. So it asked me a couple of minutes ago to enter my router password. And I put in the number that's on the router. And then
06:00
Speaker 2
in using the Linksys app. Okay. Okay. How about this one? Is your phone still connected to the Wi-Fi of the Linksys? Uh, if your phone is connected. Okay. All right, um, let's go now to the Linksys app. Uh, open Linksys app,
06:00
Speaker 1
and I said add to account and it says sorry that's the incorrect password so if I'm using the information right off of the password I mean right off of the router I don't know what exactly they want because you know it says on the back of this router the password and I don't know whether or not those numbers look like I'm I put them in and it may have just added to an old one hold on let's try cool cool I just have to put in one one number and then it says alright so that doesn't work even when I just went there and then it says reset password so what am I doing reset password okay so when I reset what the heck recover key they're looking for four numbers I don't know what it is.
07:00
Speaker 1
All right. All right let me try. All right so now it's saying router, reset router password. All right so I'm going to do that. Go ahead. Okay so the one that I created yesterday because the old one didn't work. That one is that that one I should put in right now?
08:00
Speaker 2
check underneath your Linksys router. Supposedly, you should have a recovery key underneath or at the bottom. It's a five-digit number. [silence] Okay, create yes. Yes, I'm sorry. Create your router password to log in. So this is not yet the password for your Wi-Fi. Uh this password is for you to log into the LinkSys app. And then once we got logged in, I will walk you through on how you can check and change your Wi-Fi password.
08:00
Speaker 1
New pass. I'm sorry. All right. So, I should put in that. All right. So, which one should I put in? Should I put in the one that I created yesterday after I went to the email and hit reset and put in a new, a new one. All right. All right. Let's try.
09:00
Speaker 2
uh no this one is just for the router password um at least ten characters so one yes this is only for the linksys app not yet for the wi-fi so any password you created yeah um sorry any password you created um yesterday or before um we we just have to forget that one we just have to start from the very beginning so it won't get you too confused any uh no you have to create another password uh-uh a brand new one for the router password
09:00
Speaker 1
All right, I've put in something, it says applying changes, I don't know if this is going to work, it's just spinning. Yeah. all I'm doing is seeing a white screen with nothing spinning.
10:00
Speaker 2
Okay. That's fine, let's give it a minute. [silence]
10:00
Speaker 1
But, I'll just stay here. No, it's just a white screen. Nothing's happening. Hmm. Okay. All right. So, let me, let me delete it and then open it up again. And then I'll let you know when that's done. Remove app. Okay. Remove, delete app. Okay.
11:00
Speaker 2
Okay. Is it still spinning or no, you have you don't see anything on the screen? Okay. How about this one, ma, can you uninstall and then reinstall the app? Because I think it's already creating a loop. So let's start from the very beginning. Okay.
11:00
Speaker 1
Okey. So that one is gone. So now I'm going over to the app store. Uh, do you want me to click on Linksys Smart Wi-Fi or do you want me to click on the router? Sure. Here it is. Okay, sorry. You want to download. Yeah, you can still want to download. Okay. Okay, so, it's, it's back and uh, I'm going to click on manage your Wi-Fi.
12:00
Speaker 2
[silence] smart [Wi-Fi], ma'am. It should be the "Linksys smart Wi-Fi" app. It's a black icon with a blue L with a dot in the center.
12:00
Speaker 1
What should I do? Set up a new Wi-Fi network? Okay. All right. So now I'm looking at the word login and it says email. And then there's another box that you could click that said router password. So should I? Okay. So you want me to click on router password. Okay. Let me go get that number again. Maybe someday, I'll actually materialize it. It's asking for the password for the router. All right.
13:00
Speaker 2
Select my managed your Wi-Fi. [silence] Select log in using router password. [silence] Is it asking you for a recovery key or not yet? [silence] uh try the password that you have created earlier. Try that one first.
13:00
Speaker 1
No, it says it's the incorrect password. Okay. Okay, the account holder will be notified if this router password is changed. All right, I'll hit continue. Okay, so then the next screen says reset router password. Okay, so is this where I need to make a new one now? [silence]
14:00
Speaker 2
Okay. So, for this one, I think it didn't apply the router password that you have created earlier. So, it would be best because if we will do another or multiple attempts, because the router password that's in there at the bottom of the links loads router that is for the Wi-Fi. So, just select reset password, since you have an option on the app and then enter again the five-digit recovery key. Proceed. Yes. Yes, make in make anyone take your time.
14:00
Speaker 1
I'm not going to fire him for it. Okay, so now it comes up and says, Linksys, I think I can never say that. Okay, so it pops up here, and it says internet speed go. It says internet online. It says Iphone router, uh last five connections, Iphone. router, and then it gave a number. Then there's, there's a bunch of different things for. I don't know. Uh. Okay. Yep. Yeah. Click on it. Okay. All right.
16:00
Speaker 2
I see. So that means that you have successfully created the router password. So just make sure whenever you log into the Linksys app, use the password that you have created on the app. So this is the dashboard of your Linksys. So for basic monitoring, this is what we use. So it will be easier for you to check what device is connected and if the internet's online. So we'll There's a menu on the upper left-hand corner. It's three lines. Select or tap that one. And then you will have the options for your router. Since we are looking for the Wi-Fi password, there's Wi-Fi settings. Select Wi-Fi settings. Yes.
17:00
Speaker 1
Okay, so that's the one that's on the router. Okay. Okay. So it says the Wi-Fi password is what I've been taking off of the router. So now my other options are advanced Wi-Fi settings or connect the device with WPS. It doesn't give me an option. Okay. The one that's on the router.
18:00
Speaker 2
It will prompt you, the wifi name and then the wifi password, tap on the wifi password, so it will allow you to view the password that is associated on the router. No need. That's why no need to do anything with the advanced wifi settings, or connect a device with WPS. Just the wifi password, since you have already verified it. Maybe you can use the one to connect your TV. The one that you can see on the Linksys app for the wifi password, use that password to connect to your TV. [silence] You're welcome. You can take your time.
18:00
Speaker 1
It says connection was successful. Um, now, it says sign in with your Amazon account, or press the little back arrow to go back. Should I. Okay. sorry. Um, I was just, I my options are connect to your network. So I see mine as the first
20:00
Speaker 2
Okay, that's good. um, try to go back because I think that's um, since the TV is already connected to the internet, big um, it will ask you for Amazon account. Try using a different application to play something that uses internet like YouTube or Netflix if you log into the Netflix.
20:00
Speaker 1
first one. And it says signal strength, very good. Should I click on that first or, my other options are somebody else's Wi-Fi, you know, like different neighbors or whatever. Should I just click on the, thing that says Linux setup, 05, one strength, signal strength, very good. Okay. So, now I get the same screen to enter the password again. All right. Well, I guess I'll do it again. Hold on.
21:00
Speaker 2
Okay. Yeah, you can click that one, you can select that one. Then let me know what's your options there. Okay.
21:00
Speaker 1
All right, I'm going to hit connect again. It says it's connecting. And then it says it's successful. And now, in front of me, right now, it says, sign in with your Amazon account. And then there's this little button that has that arrow that looks like it wants me to press the back arrow to go back. Should I do it?
22:00
Speaker 2
ok. ok. Okay. [silence] Looking up . [silence] Okay. [silence]
22:00
Speaker 1
So, like I'm back at I'm back at enter password again so it's it's almost like. We can we had talked about it on the remote to the. For TV, right?
24:00
Speaker 2
Um, try to, yeah, it's actually already, um, it's actually already creating a loop, even though it's saying connection was successful. Um, try to go back on to the main menu, or main screen. For the TV. Yes. And what's the brand of your TV?
24:00
Speaker 1
June, go back. Now I'm going to be back up. The first one, which is mine. And then you I have no option. All right, all right. I'm at I'm in with your Amazon account. So I have this circle that says, have an account sign in or the other one, new to Amazon. A free account. And then underneath that, I got that little press the back arrow to go back. Do you want me to click on that again? That's why I'm Well, um, I, I don't know if what I think it is is it, so I can try, and I don't know, it's gonna work or not, but let me just click on it for a second. Now it says here you got two options. All right. Signing in online, they have step one, and then step two, which there is like a code, signing online, amazon.com/c/c code, and then there's a number here. Should I try that? Or the other option is signing with a QR code, and then uh create this QR code with your mobile device. You need to step two, sign into your Amazon account with activation code will be entered automatically. Should I do the signing? Go ahead.
25:00
Speaker 2
Do you have your, do you know your Amazon account? Maybe you can try to sign in. Okay.
26:00
Speaker 1
Oh, my email object. Oh, okay. [silence] All right, press the three lines. Oh, my email address. Oh, okay.
27:00
Speaker 2
Yes, sign in using online instead of the QR code.
27:00
Speaker 1
All right. So now they're looking for an Amazon account password. So if you can go back to the desktop and sign in, via the link or the Q. Up. Sorry. [silence] information you the information you entered does not match in this account. let me try again. is it? all right. so what I thought was my password isn't. it's uh, just uh, yeah, I guess it's not the right password because I'm. yes, I am. [silence]
28:00
Speaker 2
not the password for your Amazon account. Are you using Mommy Fire Stick connected to your Toshiba? Oh okay.
30:00
Speaker 1
All right. So what would you like me to do? [silence] It says for help, go to amazon.com/password. So it looks like if I put in www.amazon.com/password, maybe they'll give me an option of recreating the new one. Okay.
31:00
Speaker 2
So I guess we'll have to really bypass that one so you'll be able to see the applications you used on your Fire Stick or Fire TV. Um, I think it would be best if you, um, do you have an option to reset the password for your Amazon account? the change. Yeah, possible, possible. Um, you can try it on your phone. Then let's reset the password for your Amazon. Uh, no, it should be like amazon.com. Is that where you get routed? [silence] Flush password, [silence]
31:00
Speaker 1
And it still brings me to one of those pages from amazon.com that says, sorry, we couldn't find that page. Try searching or go to Amazon's home page. All right, so this is Amazon's home page and Yeah, I have an option of please tick a profile to start your personalized experience. Switch accounts or sign it out. It doesn't say sign in, it just says sign out. My accounts. Let me see if anything happens.
33:00
Speaker 2
And then check if we have an option to log into Amazon home page I think you have an option to sign in using your account
33:00
Speaker 1
Crime membership, q. customer service, subscribe and save, content Library, membership and subscriptions, should I hit [silence] membership and subscriptions, log out. where the heck is [silence] log out. All right, let me click log out. Okay, so they want my mobile number or the email. So should I put in the email? Well, I [silence] yeah, you know, I have two accounts which I have one of each. So it's all screwed up with amazon.
34:00
Speaker 2
No ma'am, try to sign out. So we can yeah sign out so you can try to sign in back. What do you use for the Amazon account, email or phone number?
34:00
Speaker 1
I guess I should probably use the uh mobile telephone number then cuz that's the one that's the one I really wanna keep cuz that's the one that has like my gift cards and stuff am I gonna lose my gift cards that are on there oh God um I guess I'm gonna do the telephone number all right so I put the phone number in and I hit the continue button and it says authorization required and here's the number and I'm hitting continue and now it just happens a no that's doesn't that isn't it. I have just find something have coming through but All right, well, it just me brings me to the Amazonized. All right, so basically I signed out. Do you think I should look and see my options? I don't get a chance to sign. Well, I clicked on sign out and it gave me a code so I coded in. And from there.
35:00
Speaker 2
So, um You're not yet signed out or signed in OK
36:00
Speaker 1
It just brought me to like, you know, one of those pages for Amazon. Um, it doesn't tell me a whole lot. Um, I hope I didn't lose like everything I had in there for gift cards. Um, let me see if this. Let me go to the three lines and see that's so easy. Um, oh, there's something. I'm going to click on three lines. profile. I mean, all I see is the option of signing out for switch account. and he said, Gina, um, for the Amazon login ID? Well, I I I I The original thing I put in there was my email for gina.p.romano@ gmail.com and when I put that in, then it said they wanted my. [silence] [silence] And then it didn't work and it says the information you entered does not match an Amazon account. Please try again. For help, visit amazon.com. [silence] [silence]
37:00
Speaker 2
19. Okay. What is the email that you use mem when you try to log in your Amazon account? On the TV. Password.
38:00
Speaker 1
said password, and that's when I got the image sent to... Okay. Let me try that again. [silence]
39:00
Speaker 2
How about- okay. Uh, let's go back to go back to Amazon.com. Then supposedly it should ask you for sign in. Do you have that one or no? Wait, you use to enter mobile number or email.
39:00
Speaker 1
Okay, so I'm on the Amazon screen and I put in amazon.com and password.
40:00
Speaker 2
Where are you at now, um, on the page? Okay
40:00
Speaker 1
i've been looking up my profile with my name on it and it doesn't give me anything except switch accounts sign out. Um I got the three lines. It doesn't say anything about sign in or sign out. Um I mean, I I think for the most part it's always chrome.
41:00
Speaker 2
browser are you using? Are you using Chrome or Safari? chrome okay can you check if you can see <start_of_audio> 3 dots on the upper right hand corner or on the lower right corner? it's a 3 dots
41:00
Speaker 1
there's no, no. I just keep getting more and more products popping up. You know, it just it's like endless. You don't have three dots. I mean, the first page has the the first page has what? What? Oh, you mean like, let me look at the let me look at the laptop. Maybe I can get three dots that way. Just check it all fine. This is really not working. There's only one folder.
42:00
Speaker 2
Do you see any three dots? [silence] What device you have available, mum, aside from your phone? Um, what device, yeah, like if you have a tablet or a computer that you can use. Okay.
42:00
Speaker 1
[DOWNWEIGHT] Okay. So, I'm looking at, the main page, where my options are, I got three lines on the right side. I got, um, I got, there's no three dots, but I got, you know, orders and returns. I got, hello Gina. Uh, I got switch accounts or sign out. Select a profile. Um, I got, switch accounts or sign out. Select a profile. Um, let me look. If I was to click on the three lines on the top right. I have still stuff, like, you know, like, new, new window, new tab, new, note fire window, book marks, downloads, history, passwords, and auto-fill, sync and backup. This doesn't look like this is going to do any good for signing in or signing out. So, if I go to Google, G no, now I'm using Duck A I. So, I used uh uh hoose or whatever the hell it is. Duck, duck, uh AI. It's for like an extra protection type of thing. I mean, if you want, I can just start from regular Chrome and see if that makes a difference. All right. Let me see.
44:00
Speaker 2
are you're using Chrome now, right? Google Chrome? Yeah. Let's try to use a different browser.
45:00
Speaker 1
uhm well i get three dots but i also get sorry we couldn't find the page with the dog so let me click on those three dots well let's see here the three dots my options say new tab new window new incognito window then it has my name Gina it says signed in so if I'm signed in on the laptop what should I do should I actually click on that sign in and see if that does anything oh all right okay okay all right so now that I have
46:00
Speaker 2
Anyway, okay. No, ma'am. I need you to select a new incognito window.
46:00
Speaker 1
Others who use this device won't see your activity, so you can browse more privately. This won't change how data is collected. Okay, so what do I do now that I am looking. So now do I go back to Amazon.com um All right. well, says Sorry, we couldn't couldn't find that page. I mean, I typed in amazon.com/.
47:00
Speaker 2
yeah using incognito window I need you to type on the address board the www.amazon.com
47:00
Speaker 1
I shared and it turned around with amazon.com slash a whole bunch of other stuff. It says exec slash does it? I still have. All right. All right. So now I'm back on like the home screen and there's a thing that actually says sign in or start. Okay.
48:00
Speaker 1
Okay. I click and I'll continue. And then they want my password. But it does say, forgot password. Should I click on that? All right. So for my security, they sent my thing to my email on my phone, I guess. Okay. Um... Okay. So it gives me a code, so I'm going to put it in. Submit code. Please wait 24 seconds before requesting another code. Oh, I don't have to worry. [silence] [silence]
49:00
Speaker 2
Yeah. Yeah, select forgot password. Okay, check the email. Okay. Ugh.
49:00
Speaker 1
All right. So now they want me to put in a new password and re-enter it. All right. Let me see if that works. All right. I just registered a new account on this browser. Maybe you saw it. I just registered a new account on this browser. All right. So now once that finishes, it should be able to log me in. Let me move this over here. All right. So now if I go back to my main browser here or if I close it and if I'm trying to do this second, I shouldn't really have to worry too much about it. But I think that should be enough time to be able to successfully do this. All right. Thanks. Have a good one. That would likely be pretty similar, but I would expect you could have more details.
50:00
Speaker 2
Okay, create a new password for the Amazon account.
50:00
Speaker 1
okay, so that was a success. okay, so this is the this is the Amazon. the laptop. okay. okay, so when we hit continue, your password has been changed. try signing in with all right. so now the password is changed. let me stick that in there. two step verification, good God, Uh-oh. Okay. Do I have to say create or should I just go with my regular password that I just made? [silence] So do I put in save another way? [silence] Yeah I'm on the laptop and I put in the code that they sent me a second time and then it says here use passkey to sign into amazon.com. You can use this passkey to sign in faster across your devices. It will be saved to Google Password Manager for Gina Romano@gmail.com. If I hit save [silence] my options are either hit �� save another way, create or cancel. So if I hit create,
51:00
Speaker 2
Just go with the regular password you have created already. Um, where are you at now, on the laptop or? Mm-mm. What, what's your option?
52:00
Speaker 1
No it doesn't say that. It just says I can use the password under Google Password Manager. It will be saved to Google Password Manager if I use the passkey. The Passkey is saved and pin created. So whatever I did, I did it wrong, but you know what? I've been on the phone with you forever, so I don't want to keep keep getting. I don't want to keep you on hold for much longer. All right. So it says Passkey is saved and 10 created. So this thing that I just created is going to be [silence]
53:00
Speaker 2
password manager.
53:00
Speaker 1
Okay. is doing. Yup. Okay. should I hit incognito up on the top or do I just uh type? Oh hit. Okay. Uh something pops up that says close incognito. Okay let's get right on it. Okay. It's done. opening Chrome and hit the three dots. Okay. Okay.
54:00
Speaker 2
All right, let's try one last attempt for the password. Um, can you open a new tab for the incognito window? That you're in right now? Okay. Yes, select select incognito again. Right, um close everything that you have right now. Let's close everything. Okay, and then open Chrome. And then select the three dots. And then you in and then new incognito.
54:00
Speaker 1
Okay. And then it wants a password. And they're asking me to make sure it's me. So enter your PIN. Okay. Enter code. Now I got to look for a code. Hold on. Which one would this be? So now they want my telephone number uh to keep Hackers out. Oh actually it does say add mobile number or not now. Hit not now. Okay. All right. Okay, so now I'm looking at the main screen and I could go to hello Gina account and lists. Um I could click on account and see if it says I can sign in. Um
56:00
Speaker 2
Do you have, the an option to skip that for a while or no? [silence] [silence] Okay, select not now, yes. [silence]
57:00
Speaker 1
Yeah, I think so. Okay. The past key was something that I didn't create. So I don't know what that password was. Wait. Let me just Let me just go. Enter your Apple ID and your account password. Oh. Well, I never created an Apple account.
58:00
Speaker 2
your log. Um, I think you have already logged into the page, right? Okay. Can you use, can you use the same passcode or passkey on the TV where it asked you to sign in using your Amazon account? Ok.
58:00
Speaker 1
You know what there's a button over here that says, "show password." How come I never saw that before? Well, I put that in before and it didn't work. [silence] It took me forever. [silence] Yeah, I'm on the TV, it says, enter your Amazon login ID. So, I have my uh email in there right now. And if I go to next, then it says, "enter your Amazon account password." And this one doesn't work. [silence] Um, enter your Amazon account password. If you don't have a password, please go back to the arrow and sign in via the link or the QR code. [silence] All right, we
59:00
Speaker 2
Where are we on the TV? What's your other option for the pass word?
59:00
Speaker 1
have an account sign in create uh it says new to Amazon create a free account so then right now I'm looking at the page that says Connect to your network which is the Linux and when I go back over to enter password for Linux setup um um I wonder if that password that I made prior to the automated generated password I wonder if that would work
60:00
Speaker 2
Okay. As for the Linksys, ma'am, for the Linksys Wi Fi name, whenever you try to click that one, it will actually always ask you to enter the password, but when you but once you type in the password, it will say connection successful. It's already connected. It's just that we you really need to sign in using your Amazon account, so it will show up the applications that you need for your TV. But so far, as for the Wi Fi, since we checked it on the Linksys app earlier. So the Wi Fi password that you've used is the same Wi Fi password that's on the router itself on the physical router. So, I think the TV is already connected. It's just that we can we just need to bypass
60:00
Speaker 1
How do I get out of this? I mean, I'm still looking at enter password for Linux. Okay, so what's my next step then? How do I bypass everything?there
62:00
Speaker 2
The we just need to bypass the Amazon account sign in. So that's where we actually stock on, so you can view the applications that you need to watch something on the TV. Yeah, eye would it will actually keep it will actually keep you asking because um we select the lynx's set up name. So it will keep on asking, but it already connected. [silence] The next the next step is to log in using your Amazon account, really. So that's where we really need to associate a password for your Amazon account. Can you go back on your
62:00
Speaker 1
yes really um is there any like a magic button that i could i am about to punch the tv that's how upset i am um okay so i'm back at the laptop and um i don't know what what should i do now um right now it says i don't know let me see uh i don't know i don't know i don't know.
63:00
Speaker 2
Do you still have the Amazon account where it says, "where you were able to log in earlier?"
63:00
Speaker 1
You know, I'm looking at something that says switch accounts pull down, then you know, have a list here, your account, account, orders, keep shopping for returns, browsing history. I don't know if that's what I'm supposed to be hitting for account because then it says here, my orders, log in, and security, gift cards prime, my business account, your address, your payments, your Amazon family, digital services and device support, your messages, customer service and your lists. This is all under your account. So, um yeah, it says here log in and security.
64:00
Speaker 2
Do you have an option to check your account possible for log in and security? OK. Let me know what your option when you try to select that one.
64:00
Speaker 1
All right, it says my name and there's an edit button and there's an email and there's an edit button. There's a primary mobile number and it just says add and then a passkey sign in the same way you unlock your device by using face, fingerprint or pin and it says edit. So should I go back over to the primary mobile number and put my telephone number in first? I only have the I only have the telephone number, so I don't know if that makes a difference or not. You know what I mean? Like I don't have a a telephone number, I just have a mobile line.
65:00
Speaker 2
no, not the mobile number. It should be, we should be associated with the email that you've used for your Amazon account. Um, as for the, passkey, um, sorry, lemme just check here.
65:00
Speaker 1
All right. It says, one pass key on Amazon.com. And I have Google password manager today with today's date on it. And then there's a pencil and a trash canning. And then underneath it, it says, add a pass key. And if you want to add a pass key use a different cloud service account. Example, Appleicloud chain or Google password manager. That means nothing to me. Okay. And then it says for passkeys, it says use passkey on different devices, including computer, sharing passkeys with friends and family, using passkeys with two-step verification or private privacy considerations. So that's all.
66:00
Speaker 2
Scheme mom, do you have an option to edit that one? Do you see any, okay. Um, select edit for passcode, and then let me know what's your option. [silence]
66:00
Speaker 1
Paul forward. I'm sorry. I'm going to put on top of one second for you. What was that question you just said? Look for what? It didn't. I thought I saw I mean I thought I saw I mean did I click on it? Okay. You want me to click.
67:00
Speaker 2
Okay, let me just quickly check now on here. It did not provide you any reset or forgot password earlier when you tried to sign in, Memwright, to Amazon? Oh, okay. Okay. Okay. it did not allow you to create a new password when we tried to sign in earlier to the Amazon account, like forgot password? Yeah, I think you've mentioned that one earlier. Maybe we can try that one? [silence]
67:00
Speaker 1
click on add a password or Google password manager? Okay. Alright, let me click on that where there was a pencil. You are about to edit this password for amazon.com. And uh I have a they don't give me one. It's empty. And then my other option is to save. So if there was a password, it would have been one of those long numbers with a couple of letters in there. That was when I clicked Google password manager. I could try add password. I don't know. You tell me.
68:00
Speaker 2
um what's the password in there? Hmm. I see. good Lord
68:00
Speaker 1
Okay. All right, well I am clicking on it. Something's happening. Should I get out of it?
69:00
Speaker 2
Yeah, maybe we can try this one last time. Can you open incognito window again? Yeah, close, yeah, close everything first. Select the three dots. Yes.
69:00
Speaker 1
Alright, so now that I selected it, it says [silence] And click anything, and it just, it [silence] Oh, not give me the option of that. [silence] Oh I want to click on it now. [silence] So what's been happening is when I click on incognito, it gives me it doesn't give me, um the same thing that it did before. [silence] It just says close. [silence] I mean, I have the three dots. I click on it. I it [silence]
70:00
Speaker 2
and then... yes, select incognito.
70:00
Speaker 1
see the picture of the eyes and the hat, then go on incognito. So if I click incognito, now I get this box that says incognito, but underneath it there's an X and it says close incognito. So maybe I don't need to touch anything and then just type in amazon.com on that line. [silence] Okay. [silence] Just spinning right now. It says this site cannot be reloaded. [silence] Sure, [yawning].
71:00
Speaker 2
Yes, yes. Just do Amazon.com on the page that you have already. The. Okay.
71:00
Speaker 1
let's reload. Um, just... Yes. Yes, I am. It says the site cannot be reached. Checking... Yes. says um it took long it took too long to respond. Try checking the proxy and the firewall. Um, that's the only option. Oh, alright, hold on. Well, I honestly don't know how you check that. Uh... Look for settings. Uh... Oh, alright. M.
72:00
Speaker 2
Are you using the laptop now, still? Okay. That's amazon.com, right? Okay. Can you-can you double check, Ma'am if your, laptop is connected to the internet if it's connected to the wi-fi? Look for settings. Yes. On your laptop.
72:00
Speaker 1
okay look at settings it says the Linux is connected yes okay okay let me try it again okay so it brought me to Amazon well my options are accounts and lists so I should click on accounts oh wait a sec
73:00
Speaker 2
Okay. So, it's connected to the network. So, I think we have to try one last time for Amazon.com. Okay. And then sign in. Account, yes.
73:00
Speaker 1
I go to the three dots. No, that doesn't give me any. Okay. Okay. And then they want my mobile number or my email. Okay. Okay, and I hit continue. And now I'm getting a thing that says enter your pin. So I just. Oh crap. now let's see here. Let me go. Shit. Um, well, if I did uh went too fast. Wait, let me see. Here's sign in or create account. So there's that. It says continue. Need help or create your free business account condition. It doesn't say. [silence] It
74:00
Speaker 2
uh, no need. Just the account and list and then sign in. Um, email. Do you have an option to forget password?
74:00
Speaker 1
It doesn't say forget that. It just says enter your mobile number or email, and then it says continue. It says need help, and then hit continue. And then it said enter your pin and that's when I put in my four digits, but there's also I forgot my pin down on underneath there as well. Did I just put in four, should I just put in that number that I had before? I forgot it just says enter your pin and then it says pin and it's blank. And then underneath it it says I forgot my pin.
75:00
Speaker 2
yeah, that's fine, that's fine. Just type the email that you used for the... Amazon account. Not the phone number, just the email, yes, and then hit continue. [silence] Uh, not yet. What... Um, what... What are your other options there? Do you have any... Uh, anything that says forgot password?
75:00
Speaker 1
I must. Yeah. No, no, it's something that I set up a long time ago. Okay. Okay. Okay, now it says can't reach Google Password Manager. Can't reach Google Password Manager. Try again in a few minutes. Then it says use a different pass key or cancel. Let me check. Then it says uh sign in and they say put in your password or forgot password. So this is
76:00
Speaker 2
Where did you get the PIN? Is that something that you set up on the Amazon account or it was provided by your email? Okay, yeah, try to enter the PIN. If you're going to select cancel, what's your option?
76:00
Speaker 1
password. Would. Or I could sign in with the. I can sign in with. So this is the first password I made before I clicked on something about a pass key, correct? O.K. All right. All right. I put it in and I can hit sign in. Okay, so now it's sending me a telephone code. Let me see. All right, let me put that in. Okay, let's see.
77:00
Speaker 2
Okay. Um, PIN. Uh, no ma'am, select the forgot password. Correct. So, select forgot password. Uh, yes.
77:00
Speaker 1
Okay, so now it brings me to the screen that says, Your Account. It says your orders, log on and security, prime address, business account, gift cards, my payments. My Amazon family, digital services and devices support. And my list. Yes. I, I use the code. I'm sorry, yeah, I use the code that they just sent me. No, I just use the one that I made like 20 minutes ago. Because it was either a password or a pass key. [silence]
78:00
Speaker 2
so you've used a password to log in to that page you're in right now, right okay can you use you use a code okay but any password did did it ask you to create any password can you
78:00
Speaker 1
Yeah. I made a pass. Let me try it. I thought I did, but I'm so I'm still confused at this point. [silence]
79:00
Speaker 2
right. Okay. But you selected the password right? Okay. Can you use the can you use that password to log into your TV? Okay.
79:00
Speaker 1
It said it failed. That connection, wasn't the right password. Okay.
80:00
Speaker 2
[silence ] I see. I think we really need to get help, man, from the Amazon people here. for the password. So as for the Wi-Fi password for your LED simultaneously and you're set up. Uh no need to worry on that one because it's the same password that you have on your router. So, uh we will not change anything on that one.
80:00
Speaker 1
all right. all right. I understand. [silence] Okay.
81:00
Speaker 2
One, since most of your devices are connected and then they're working fine, it's just that we are stuck on the Amazon account on the TV because once um once you select again, the links is set up, just enter the Wi-Fi password that is on the router since that is also the one that's on the app, the links is app. And then um you will reset the password. If it says connection was successful again, um and then it will show you up the Amazon sign in. That is where we really need to bypass it or um proceed with the correct password for your Amazon account. So um I need you to contact Amazon so they can help you reset the password because it will not allow you to enter any pass key or code. It really needs a password to enter on the account. So, we need their help on that one. Okay. So, so far you're good. So, so far you're good with the MR 6350. So
81:00
Speaker 1
Okay. Um, on the link... All right. Let me see here. On that app, what am I supposed to be like... Okay. Okay. Yep. And then I go to wi-fi settings, okay? And then... Okay. And they have it all in dots. So, like, it's covered up that wi-fi password but...
82:00
Speaker 2
you have the link is app you you can always view the devices connected and monitor and then just go, uh, I know you you know where to check the Wi Fi password on the app as well, right? On the linksys app. Okay. Um, open the linksys app and then um, it will prompt you with the dashboard and then there's three lines on the upper right or left hand corner, select that one and then go to Wi Fi settings and then you will have your Wi Fi name and Wi Fi password there.[silence].
82:00
Speaker 1
That's the... That's on the router. How do I... Oh, oh, all right. Okay, so the Wi-Fi password is what's on the router. Okay. So, when I call the Amazon, is there a specific department I'm supposed to ask for?
83:00
Speaker 2
- Okay, so, just leave it just leave it, just leave it as is at least we know the wi-fi password already so we just need the wi-fi password for your Amazon account then everything will be good on your TV once we get pass through on that one.
83:00
Speaker 1
Okay. Okay. All right. Thank you so much. Thank you. Okay. Thank you. You too. Thank you. Happy Fourth. Bye. Bye.
84:00
Speaker 2
<start_of_audio> fulfilled Your welcome mom If anything else just give us a call okay? You're welcome You take care now Thank you, bye bye
84:00