V2 Rubric Detail — 388eede0-6341-11f1-b…

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uh huh [silence]

Just to clarify. The node right now. Is it still in a solid purple light? Uh, hello. Uh, hello. Uh, hello Hello? I, I see. Yes, I can hear you clear. so just to clarify the light on the child node right now is it still solid purple and it's close to the parent node right now. All right

Thank you so much and the email address is Khall0809@gmail.com. Thank you so much for confirming. So Kurt, can you go to the parent node? On the parent node, you're going to perform what we call the 5 press method. You're going to press, release, wait a second, press, release, wait a second, five times on its reset button. Yes.

Just to also confirm, does this node gets surrounded by a lot of devices? The child node that's having the problem. I see. But is it also far away from other nodes or from the parent node?

All right. All right. Thank you so much for that one because one of the possible reasons if it's too much surrounded by devices, there is a possibility for it to get disconnected. But as you mentioned, it was just a TV. Nothing else. All right. All right. And since you did the five press method on the parent node, what's the light on the child node? It's what we call the five press method on the parent node. You're going to press release, wait a second, press release, wait a second, five times. [silence]

Princess X and never for all the sound and office alright keep on observing it tell me if it turns back to solid blue er how about now?

What about the child node? [silence] I see. So in order for the five press to work properly, the child node must be near the parent node. [silence] Yes and the light must be on solid purple before we do the five press. [silence]

Now let's wait for three to five minutes until that child node stops flashing. What's the light on the parent node as well? Perfect. So, let's just wait for the child node to see if there's any changes. It usually takes around three to five minutes. Yes. We're going to be with you until the end. It is cheesy, but it is what it is. Prior to any of these problems that started, did you notice any kind of like Internet outage, dropping that may have caused this as well? I see. I see. Okay. So the node got disconnected on its own.

The child node turned solid blue right now. Keep keep on observing it for a minute. Tell me if there's any changes. Uh solid red. All right. Just keep on observing it. Let's wait for one more minute to see if there's any changes. Uh

All right, just confirm as of right now, there's still no changes. Still solid red, all right. This time, factory reset the child node one more time. Hold the reset button until the light goes out. Once the light goes out, you let go of the reset button. Next, open your Linksys smart Wi-Fi app and reboot your entire mesh system using the app. To reboot your mesh system, just click the three line,

the scientist on the top left and find network administration,

Double check if you're connected to the Wi-Fi. All right. What are the options right now to log into your app? Yes, if you're currently logged out, and needs to sign in, it should give you two options, email or your router password, right? All right. So you're now in the dashboard. Is that correct? all right. Click on the three lines at the top, left, find the option at the bottom that says network administration. Scroll down at the bottom inside of it till you find the option to restart your mesh.

we'll proceed in adding the child node again, but this time using the app after it's done rebooting properly. [silence]

All right. Double check if all the nodes apart from the child node that's not working are all solid blue. How about the remaining time? We won't ... No, we won't just continue your pay support.

Alright. And also the parent node is on a solid blue light, is that correct? That's correct. Thank you, Dave. Lastly, are you still able to enter your linksys app right now or is it done rebooting? Is it done rebooting? All right. [silence] I'm just going to try restarting or close and open your app.

Are you connected to the Wi-Fi right now? Because if you're currently kicked out from the app, it should

give you the login options. alright. Alright, and you're in the home screen of the app and the child node is solid purple. Is that correct? Alright, now click on the three lines at the top left, one more time. Find the option at the very bottom that says setup a new product. On setup a new product, click that one and try adding nodes. So after you click setup a new product, that pop up showed up again. Is that correct? Yes. Try closing that one.

You mentioned the your internet is working fine you've already rebooted, try closing, try closing the app and opening it again. This time try uninstalling and reinstalling the app.

yes. Try logging in using the router password. Router password means it's asking for your admin password. Can you remember your admin password?

All right. Try the setup. It's a, zero devices, zero nodes. [silence] Try closing and opening the app to see if it will reflect. Yes. Close it entirely and reopen it.

It still gives you the restart router page, is that correct? All right. If that's the case, it seems to be that your app has been linked back again, since you're getting the same issue or the same error. The child node is still near the parent node, is that correct? Try doing the five press method one more time. Press release, wait a second. Five times on the parent node.

What's the light in the child note? All right. Let's wait again for three to five minutes until it's done.

[silence] Keep observing the light on the child node. Tell me if there's any changes. So um did it did it change to solid blue initially and then turn back to solid red? And it's still solid red right now. All right.

In this case, there's a possibility that your topology currently is not working correctly. So, there's only two, your current links is. I'm sorry, your current Wi-Fi topology. Topology means your entire mesh network. One of your child nodes may be causing the disruption in adding the child node. So, in this case, you have two options right now. The first one is to unplug your child nodes, but leave the parent node and the problematic child node turned on, so you can just add it just between the parent node and that child node only. The second one is if it still would not work after that isolation process, you might need to consider a complete factory reset and reconfiguration from the start. So, let's go ahead and try the isolation first. Yes. From the mother to all the child nodes. That's a reset and reconfiguration.

go ahead and turn off all the child nodes except for this one that's not working. just need to unplug them from the power. All right. uh, sorry, laptop available, we can also try adding it, but chances are it might turn to solid red again.

No worries there. Are all the child notes now disconnected? [silence]

Factory reset the child node one more time. Hold the reset button until the light goes out, and keep on holding it until you see a solid blue light. Once that solid blue light shows up, you then let go of the reset button. All right. Is it done? Yes. Now, unplug the parent node from the power for 15 seconds and then plug it back in after.

So wait for your parent node to turn back to a solid blue after it's done rebooting and a child node to turn to solid purple. [silence] [silence]

What's the light on the child node? [silence] Double check if your phone is connected to the Wi-Fi. once you're connected, uh, once you're connected, you're connected. All right. Uh, once you're successfully connected, then open your app from the start. Mhm.

Open your Linksys Smart Wi-Fi app.

I see. Yes, try closing it. Are you able to close it out? There's no devices and there's no nodes Is that correct? All right. Just to also clarify, try adding a child node on set up a new product. We'll double check if it's able to detect the child node.

There are two things for it. It's either the app is not recognizing your current networks. That's why it's not showing up all the information. The second one is it may be a possible UI error on the app itself. But we're just going to really confirm that by adding the child network.

All right. On the app, what's the message right now when you're trying to add the child notes. Thank you. Yes.

If it's still unable to detect the node. The last option right now is to consider a complete factory reset and set everything up from scratch. No on all of them. Yes, you will factor reset every single one, but you start from the parent node, and work your way up until the very last child node. The steps are basically the same. The app will also guide you to it.

It's just a factory reset is a must needed at this point, since the app is no longer detecting it properly. [silence]

[silence]

Alright. Connect to the parent node's WiFi name. It should be either Linksys or Velop setup. [silence] Go to your WiFi list and connect to the Linksys setup WiFi name. [silence]