Speaker 2
Welcome to LINXIS support. To ensure quality service, your call may be monitored to record to our website. For in warranty products, our support team is available 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 one now for out of warranty products, paid support may be available depending on your issue to hear more about your service options. Press two, please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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.
00:00
Speaker 1
Yeah, I'm, I'm posted up in your, uh, network app. it it keeps, it keeps putting me on a screen. uh, it it puts me on a scene where it says, uh, trying to reach the Lexus thinks I'm running a a W57 and I can't get back to the login screen. Hello? Yeah, when I when I type in the URL, it it, it comes the links to this app network app comes up and it won't come up on the logout screen and I can't get the log on the screen.
01:00
Speaker 2
Thank you for calling Linksys. This is Ice. How can I help you? Okay. Okay. Okay. [silence] [silence] Yes, um, you mean to say you cannot access the Linksys app? I see. Um, let me have the...
01:00
Speaker 1
Right. Right. Right. No, 12 E for Edward. No, 118-1-1.
02:00
Speaker 2
Your number of your airline is water, sir. Let me verify again. The serial number is 60C for Charlie. 10. M for Mike. 1-2. A for Apple. 1-2-E for Edward. 0-2-8-1-5. Is that correct? Pardon?
02:00
Speaker 1
It's, the last three digits are eight, seven, three. Yes. Sure, Buckley, B-U-K-E-E-E-Y-Y. No, B-U-C-K-L-E as in Edward, why? Buckley, yes. That is my last name. That is my last name. Kenneth, K.
03:00
Speaker 2
0-2-8-1-1. all right. I'll create first a record for you, sir. May I have your name? b-U-C-K-L-Y b-U-C-K-L-E-Y, Barley. and your last name Barley. your first name.
03:00
Speaker 1
No, your, my voice is fine, your connection must be bad. No, no, no, for Christ's sake, T O G R O U N D, you got that, did you hear that? Christ Almighty. T O G R O U N D dot com. Christ Almighty, how many times do you have to repeat this? Oh, for [silence]
05:00
Speaker 2
I apologize for that. Okay, so your email address is ground@rcn.com. So the first letters is T-O. To ground@rcn.com. All right, thank you. And who's your internet service provider
05:00
Speaker 1
For God's sake, ask your damn question. What do you want to know? Do you want to know my birthday? Where I was born? Where I work? What my mother's name was? Jesus Christ. [silence] This is all yes, no answers. If I were to say, uh, my answer is less, I'm not often able to help you out. [silence] Can you ask about what I've been up to, it?
06:00
Speaker 2
Aston thank you. Okay. Uh, it's just part of our documentation. No, it's only the Internet Service provider you have because it's linked to your Linksys router. Now, can it, your Linksys router is model LN1100 and LN1200. So you have three Linksys products, correct? [silence]
06:00
Speaker 1
The one I have connected is LN1100. That's the new one I I replaced my old uh, router. Yeah. Now, oh my God! You know, this woman's a meal every single... What's what's the matter, ma'am? What is the, what is the 1200? I, is that, is that another router or, is I mean, it's it's a, it's a mesh,
07:00
Speaker 2
All right. So, you only have LN 1100. No LN 1200. You only have one, okay? I'm just confirming because the serial number you provided, because the serial number you provided to me corresponds to the model number LN 1100 and LN 1200. So, it's like a, a set of. Yes. It's another nodes uh because this, yeah, it's a mesh. Your router is a mesh. So this LN 1100 usually have two nodes. Two nodes. nodes. uh included on its backs. so uh I I just want to confirm if you only have one. Okay. alright so so to sum it all you have three linksys products. one, L-N 1100 and two, L-N 1200. alright. So uh, you just purchased this linksys. Okay. that's fine. So, uh, what's the status light of your main node, the L-N 1100?
07:00
Speaker 1
Yes, it is, it is white, it is white. I can't get the administration up, that's it, what I started with, the software is so brittle. No, it got, reply. When you listen to me, it doesn't do that anymore. It just sticks me on a page. It says, uh, Lynx is trying to reach Lynx is now.
09:00
Speaker 2
So, it's connected and online. What about the two nodes? Okay. So, there's no issue with your Linksys router and child nodes. They are all connected and online. It's just that you could not access the Linksys app. Alright. Okay, so when you open your Linksys app, it asks for your admin password, and you can log into that.
09:00
Speaker 1
Yeah and and the remote one doesn't work either. off my phone. Oh, geez. God bless me. Look, look, lady, how many times have I told you, I absented and it puts up this page. Yes. I tried it many times before I decided to call. This is my last resort and you're driving me crazy. You're not helping.
10:00
Speaker 2
All right. So, that's the cookie uh you're cookie cookie well all right are you you tried the or you tried accessing uh the one nine two 168 111. It's just uh proving uh questions because we want to clarify and be very sure about your concern. [silence]
10:00
Speaker 1
The concern is your goddamn software doesn't work. it has it sticks me on a page where it says thinks I'm trying to access Wi-Fi dark or something. I don't know. I can't get to the home page to to log on. I can't get to the log on page. Is that specific enough? [silence] Yes, it gives me the same thing. It puts it gets me the same page lady where you listen maybe you could write it down. It gets me the page on the top of it says linksys L-I-N-K-S-Y-S right and that the name of your company? And under it it says get asked the question trying to reach linksys now.
11:00
Speaker 2
Okay, did you try the my router at anfell? Does it show you a blue or blank page? Yes.
11:00
Speaker 1
and then I can't get off that page. There's no way to get back to the, there's nothing I see that, that, that, uh, can put me back to my, my log-on page. It has one, it has a link at the bottom that says, visit link to his support and the link to his support link doesn't work. Why would I do that? For my mode. Okay, I disconnected it.
12:00
Speaker 2
All right. Can you try to disconnect your Linksys LN eleven hundred from your modem? We will try to. Yeah, the ethernet cable connecting your Linksys LN eleven hundred to your ASTON modem. Yeah. Unplug it first, and then try to access again the.
12:00
Speaker 1
yeah i got it i'm i'm not that stone stupid lady i get a blank screen hello no now i get a black i get a blank a black screen no i wouldn't touch chrome with it no i'm using Safari
13:00
Speaker 2
my router. info. open a web browser and try to access that. let's see, can you try to open a different browser, what are you using now? is it a Chrome, Edge or Firefox? Safari? can you try either browser? [silence] Yeah, it still the same, not, OK, can you try to open a new browser, a different browser, what are you using now, is it a Chrome, Edge or Firefox? Safari can you try either browser?
13:00
Speaker 1
I don't have Chrome. I don't have. All I have is Firefox. Okay. My router got info. Doesn't do anything.
14:00
Speaker 2
like chrome or edge uh let's try to uh isolate the case if um i see let's try firefox uh let's check if if it still doesn't work on that a browser okay uh can you try to type in uh 192.168.1 one instead of my router.
14:00
Speaker 1
[silence] Wait a minute. Wait a minute. Okay. H T T P colon. All right. I'm Slash Slash. Okay. U I. U H. Okay.
15:00
Speaker 2
I want you to type this full address http//192.168.1.1/local/dynamic
15:00
Speaker 1
Okay. They already defaulted their, all right. Okay. No, no, no. Okay, we're on the sign-in page but it says my internet connection's down. Okay. Yeah, um. All right. First of all, first of all, I, um, you've got to help me here because you're you're so you're so already says that uh, that
16:00
Speaker 2
class. okay. So you're already on the sign in page. Okay. That's good. Okay. Now. Now can you try to uh proceed on that if you can like into your router's web UI offline? [silence]
16:00
Speaker 1
I entered a wrong password and I have four, attempts, remaining, even though I didn't do anything.
17:00
Speaker 2
Mm-hmm.mm-hmm.<start_of_audio, Ah, it-K. <start_of_audio, Is it asking for a router password or a password-second for your email? oK, try to type in admin, uh because that's the default uh router password. A-D-M-I-N. Okay. Is iss is there a a reset button or forgot password? [ silence ] or forgot password? Okay. If if iss is there a a reset button or forgot password?
17:00
Speaker 1
enter the the the code for the internal code or the pin for the uh for the router. [laughter] wait what what do you want me to do? You want me to that reset password on the router or on the software. You want me to reset. yeah. yeah on the screen, you're not asking me to do anything physically to the router. Um.
18:00
Speaker 2
Yes, try to click the reset password. [silence] on the router. Uh where [silence] you type in the router password admin and it says invalid, right? So there should be a button below that says reset password or forgot password. Uh, click on that. Yes, on the screen.
18:00
Speaker 1
Okay, that's it. Okay, and then, here's the recovery key, okay. Six. Two. Yeah. Okay. Okay, six. Right. Oh, okay.
19:00
Speaker 2
So click on the screen that says reset password or forgot password. Okay. Enter the recovery key. It's the one indicated on your Linksys Node. Okay. Proceed. it should be asking you to create. Okay. So, just create another router password. Make sure that it has 10 characters composed of numbers and letters and a special character. And take note of that because that will be your router password to login to your router's web site.
19:00
Speaker 1
[silence] Not to ask me for it, uh, it says, no username is to [silence] okay no it's got me it's got me on the screen okay i want to sign out and see if this works again okay yeah yeah not yet not yet not yet i want to make sure this works [silence] yeah [silence] Not yet.
20:00
Speaker 2
So just follow the instructions on the screen. Okay. Are you finished on creating the router password? So were you able to land on the router's dashboard? Okay, that's good. So you can now access your router through that web UI or flag. Okay.
21:00
Speaker 1
Oh, okay. So it did work. I'm in. Oh. But will this also work on my phone now for the remote one?
22:00
Speaker 2
Okay. Yes, you can also access it on your phone, but as I said, you need to disconnect first your router from your modem, so that you could access your phone.
22:00
Speaker 1
All right. So, uh, well, that's great. So I spent two hours screwing around because your technician made a mistake. Is that right?
23:00
Speaker 2
because uh the reason why there's problem with the loading uh of your web user interface is because there's an update on some Linksys product model and it affected the web user interface. So therefore they still fixing that issue. So, the workaround yeah, so no, it's uh just because of the update so it's still loading the changes made to some Linksys product model and the web UI loading process is affected but uh rest assured that your router is still working your connection is fine.
23:00
Speaker 1
You know, I would say this is, I would say this is real, I'd say this is really poor customer experience. Doesn't this look like there the system resemble their customers, customers. Yeah, okay, I'm sorry. Yeah, uh, how was I supposed to know that? Cause there's nothing in there. Uh, there is nothing in your, um, I want you to repeat what that was. It won't repeat that whole thing if I have to use it again.
24:00
Speaker 2
There's the only issue is for the Web UI access that's showing sometimes a blank or blue screen or the limits now page so it and the work around so that's why we have this is only temporary so that's why the work around is to login using the server HTTP 192.168 slash UI yes uh yes
24:00
Speaker 1
wait, wait, wait, wait, wait, wait, please go slower, you are slash local slash I'm sorry, you're going too fast so it's 192.168.1.1 slash UI slash local slash dynamic and then what was the rest? oh wait, say that really slow, no, no, no dynamic, I'm sorry I didn't understand the word uh wait
25:00
Speaker 2
All right, so the site is http://192.168.1.1/ld/loc/dynamic/s/index.html. That's the full, uh, slash after dynamic.
25:00
Speaker 1
What word you said after dynamic? What, can you spell what RUN supposed to put after dynamic? backslash. Okay. Alright. Index. Okay. dot. HTML. Okay. You know, that's, that's, that's not on your support page. and it's not anywhere. Okay. užd now I'm, I can't, um. Užd.
26:00
Speaker 2
class Slash dynamic slash and then index dot HTML yeah because it's just a new issues that we have we have received now so we're working on it and that's the workaround process for those affected by the issues okay so
26:00
Speaker 1
[DOWNWEIGHT] I'm not. I'm not. I'm not with we yet. I want to make sure that it that it works for my uh, okay. I got on my my uh, okay. I'm trying to get on with with the uh with the app that you have that on my iPhone. Okay. And then on the links of. Jesus Christ. Now it says the the the one that's on my browser. Now it says router not uh, found. You are not connected to your router.
27:00
Speaker 2
just observe it for a while
27:00
Speaker 1
You're killing me. Yeah. Yes, it is. Oh, yeah, of course I did. moment so so you're wait a minute, I want to make sure this is straight because this is supposed to be the epitome of poor service. You're telling me now
28:00
Speaker 2
Um, that's the browser we lag into. Uh, did you, uh, connect your router to your mod em again? Yeah, um, so you can only access, uh, the web UI in offline mode. As I've mentioned, the admin UI is affected by the, uh, changes made or update on some Linksys products. So you can only, [silence]
28:00
Speaker 1
If I understand you correctly, I can't access the Linksys admin when I'm online. [silence] No, no, okay, but if I just wanna, shouldn't it connect now if I say, if I enter 192.168.1.1? Shouldn't that pull up the, uh, the page? Doesn't look like it's doing it anymore. [silence]
29:00
Speaker 2
You can only access the UI if your router is offline, or it's not connected to your modem. [silence] It it will not, because as I've said, the admin UI is affected of the update made. So, while waiting for an official fix from Linksys, your work-around.
29:00
Speaker 1
Okay, so. You're killing me. Um, okay. Yeah, you don't tell your customers that until they call up and go through. First of all, you answer everything except the my parents for you when I get on there. And you've been very helpful, but but you still let you haven't solved my root problem which is I wanted the app. Right. Can I do that if it's it's.
30:00
Speaker 2
to disconnect your router from your modem so you could access your web UI offline. So let's just... We'll have to wait for a fix from Linux with regards to the admin UI that is affected. It's only the UI is... It's only a loading problem of the UI. But all in all... Yeah, I... Yeah. Yeah, uh... Yes, uh, Kenneth, I apologize for the inconvenience caused by this, but we are also receiving this issue as of this moment.
30:00
Speaker 1
So I can't... This whole thing started out because your your router kicked off my,
31:00
Speaker 2
Sort of for us to know of this existing problem. It's we're still are trying to investigate this concern that's why the only work around we can provide is to access your UI to, uh, disconnecting your router from the modem as of now uh, there is a team that's still uh, is fixing the issue because uh, we still have uh, received this uh, issues as of this moment, so they are still working and trying to fix this issue, so that's why we cannot really provide any more um, troubleshooting steps or with regards to this concern as is it it is still new to us also.
31:00
Speaker 1
Printer and I couldn't hook it up and I wanted to put it in manually. And then your all right. So can I can I I wait a minute. Can I add the print if I if I unplug from the Internet? Can I add my printer? [silence] Yeah, but I have to uh. So when I when I go to add my printer, it tells me I need to press the WPS setting on the router.
32:00
Speaker 2
Mm-hmm. If it's just a, uh, I don't think that's possible. But if it's only connecting your printer, since your router is working fine and your internet connection is is also working fine. I think, uh, adding your printer, uh, can be done via your printer has a WPS button. You can use that to add your printer.
32:00
Speaker 1
There is no, there is no button, WPS button on the router. But, um, okay, so the link test admin seems to work. The one on my phone seems to work while it's on the internet. Um, right. So, I'm in, I'm in the Linksys remote. Um, how do I add a device? I press deep. Yeah, I got, I got all the connection settings. No, there is no WPS button on my router, but the Linksys admin, this one on my phone seems to be working online. I am the link test remote. How should I add a device? I press okay. Got, got all the connection settings.
33:00
Speaker 2
Connected. Okay. Go to all connected. [silence]
33:00
Speaker 1
connected. Yeah. Yeah? connected to devices, but I don't see I don't see any Uh anything on there about how to add another device. Yeah, I'm in the app, but there's no there's nothing in here that asks me how to add another device. I'm sorry? Um, what? No, no, no. I tried that and it thinks I'm trying to set up another link with this product. There's a menu option that says, set up a new product, but if I press that it thinks I'm putting
34:00
Speaker 2
Mm-hmm. Uh, what about, uh, the app? The Linksys app, you still, uh, could not used it right? Um, okay. Uh, uh, tap on the menu icon and then select the setup. A new product.
34:00
Speaker 1
So there's some new Netgear product, not a regular partner. Not a device, not an Internet device. Yeah, if I'm on there now, it says add a node to to my network. Or replace the the Netgear router to upgrade. Or create another network. It's not for add another device.
35:00
Speaker 2
So when you click on that, set up a new product, it's only to add a note. Um, You should be able to access your printer settings so that you can just connect your printer to your Wi-Fi network.
35:00
Speaker 1
It doesn't work. It says, it identifies the WPS access point and then it tries to connect and it, it bounces back. Okay. I got that. I got all the devices that are hooked up. No, that's why I'm asking the question. I mean, I don't mean to be rude, it just, it has connected.
36:00
Speaker 2
I'll try to select the devices, menu icon, and then the devices. So, is there a option there to add a new device? Because I use Yeah, I understand. Yeah. So, um, because after the
36:00
Speaker 1
Right. Wait, wait, wait. I don't mean to interrupt. I know. I have done it before using my phone, but I can't get the screen... I don't know what setting to use in your your app. What do I press on your app? What selection do I press on your app to add a new device? And you can't tell me that. [silence] What about any
37:00
Speaker 2
Actually, to connect your printer, it's usually through using the WPS button, but since your router doesn't have a WPS button, then uh the other way is to connect your printer using the printer's uh settings or Wi-Fi settings by adding your Wi-Fi. [silence] Uh because uh there's no uh specific uh actually on the app to add uh printer because because it's usually the printer that connects to your Wi-Fi.
37:00
Speaker 1
Device I wanna add any device to my my router. What do I press? Okay. Where where in where I don't see that there. I see you what do I what I'm in the main menu. Do I press Wi-Fi settings or what network administration? Okay. Okay. I see connection. Yep, I see it. I see it. Okay. Thank you very much. Um how will I know when when you're how will I know when these clowns have fixed the uh the uh software problem?
38:00
Speaker 2
Usually, as I've said, it's through WP or through connecting to your wife your name of your router. You can yeah, you can try Wi-Fi settings and on the Wi-Fi settings, click on advance Wi-Fi settings, there should be a. Connected device. You're welcome. That are we transcribe [silence] [silence]
38:00
Speaker 1
Well, how, you know, that's not really your customers, is it? Okay. All right. and what's your name again? [oster] could you spell your name? Okay, A-Y-S, okay, all I, I thank you very much and uh appreciate walking me through. Thank you. I had no choice. Don't thank me. I had no choice.
39:00
Speaker 2
We still don't have any updates on that because they're still investigating and working on that issue. I really apologize. I really apologize because we don't really know because it's still new, the issue is still new for us. and we just get this issue. All right? Thank you for calling Linksys. This is Ice. It's A Y S. You're welcome. Thank you also for calling Linksys. Ken Ed. Once again, this is Ice and take care. Have a great day. Bye.
39:00