V2 Rubric Detail — 3e7b11ae-74bf-11f1-a…

Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your, please have your device's serial number and contact information, ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling, Lynsis. This is Sky, how I may help you? [silence] [music].

Okay. So, um, only one node or child node? Okay. Okay, and the model number. Okay. Okay, what's the color of the light on that node, sir? And right now, how far that node from the parent node?

Yes. So how about we use this mail first while we wait for that ? All this mail here for 30. Okay? All right. And your first name, sir, is Sheldon last name is g r e Green. Okay. And how about your email address? Again, six zero. Honest to your email address? Yes.

okay. Okay. Thank you for this information. All right. So, again, this node that the one that's not working right now is why directly to the parent node, correct? Because if if the light is blue on this model here, MX 4200 that means this router is working. The internet is working. It's already set up. So there's no Wi-Fi on that area. [silence] so this rather is not directly connected to the anyway it's like it's connected to a different day based sir uh... was this working before you sir Okay Thank you. Okay. Um Yes sir Yes Okay. Um The name of your network right now sir is

Is it like personalized or you're using the default password settings? Okay. If you did not change it, so you can use that password. By the way, sir, um how long you had this? Sorry, sorry. Go ahead. Yes. Okay. Um the uh have you tried using the password that's underneath?

um, again, sir, you set it up, um, when you run the setup, you use this as um, um, wired child node, right? Okay. so sir before we continue, um, how long you had this router? Because if it's an access, yeah, I send her your IP address. What is the name of your network, sir? Um, you may try it, sir. [silence]

year 2022. Okay, because if you based on the one that you provided earlier sir, with the previous technician, it shows it here that your device is already out of warranty. And if uh, the device is working too. It's maybe just that the settings it's okay, because if you could see sir, the light is already blue. That means it's already been set up. Maybe it's, um, you have like an incorrect um, information. That's why it won't allow you to connect. Um since it you've mentioned Um in order for us to um proceed with the troubleshooting service, since the device is already out of warranty and it's no longer covered with the complimentary um technical support or complimentary phone support. Okay, we do have different options for out of warranty Lincs device. Okay, our first option is um you can take full advantage of our AI tool that can be found on our website. And that is support.lincsys.com. Hey, and our second option is I can um send you an email link on where it has a video where you can um follow the video instructions on how to track the Wi-Fi settings on your router. Okay, and then the third option is

Okay. This is our paid Ded- connected service. Okay. Where I can walk you through step-by-step on how to check the Wi-Fi settings on the router. Okay. And this paid Ded- connected service, this is a one-time non-refundable that will last for troubleshooting for 60 minutes and that will cost you $15. So, which option would you like to procedure? Okay. And by the way, the $15 is in case we find out the device is defective, there will be no refund or replacement. And there's no guarantee that this issue will be resolved. Okay. Right. So, we like to proceed with a one-time non-refundable technical support for $15. Okay. So, let me just you know, in the moment.

Um I will call you back sir. Just do what I'm preparing this system sir. Do you have a computer right now in that area? So you need only have phones? Okay. All right so sir just for a moment. Can I place you on hold for like

Like two to three minutes, I'm just going all need to check something here, OK? I'll be back. And by the way, for all your nodes, you get mentioned that you've got five nodes. They're all MX-4,200. Okay, um, if your phone will be on on a different location, sir, um, is it using the same wifi name and um wifi password that you have right now on that area? How for this area from the parent node?

from the parent node from the main node. OK, OK, um is it okay also if we can, like um go to the uh parent node and um connect to the wi-fi settings of the parent node. Um near the parent node, sir. You have it. OK. Yes. Um, yes sir. So that we can connect to the wi-fi and we can access the page of the uh [silence]

This support download video is offered and it is not yet added for the presentation, you can access that app by yourself. Are you able to see that on your? your queue? All right, please select that then. Now, are your now, once we manage to add your child up here and then you can move it. So first, you can also track the your child's one. Yes, so you can wait your answer. One for your person. Yes, one line. Then you can end up losing weight. One hour.

Okay, I need to know also the model number and serial number of the main notes, sir.

no no I do sure I do call police again confirm okay and how about the model number is it the one on the div product itself sir is that the model number is underneath they are at the bottom of the Mai note

Again, this is at MX. [silence] And the serial number again is 38U10M33B48945. [silence] You don't have call responder. [silence] I'll just thank you and respond. I'll wait for the email and I'll get on. [silence] Thank you so much for responding. Okay, and then on your phone right now, sir. Yes. [silence] When you view the Wi-Fi, [silence]

were you able to connect? first. [silence] what's the name of your Wi-Fi? I know then can you on your phone [silence] your phone right now, um this is iPhone right? [silence] on your phone can you check um go to Wi-Fi and then uh tap the name and then does it shows what is the um password?

Yes. Is that the same password that you use on the other, the non-working node, sir? And then, what is the IP address? Yes, your phone right now is connected to the main node, right? I'm sorry. 192.168, what's the

A number after 168, sir? Um... It's tripled two. I apologize, sir, but the line is breaking up. Okay. So, it's... Oh, all right. So, I can ask this... Okay, D&Y... Um... So, um, the parent, how long you had this device? This is like three years, two years. [silence]

okay um so from the um just to verify if we really um like we could properly check the non-working node sir from the parent node it's connected to another child node how many um devices in between the non-working child node and the parent node um like where are the devices distributed exactly like how many devices in each area how many devices so um we can have an idea of which node exactly is uh the bad one like the corrupted one okay change um um um it means if there are some devices connected between the parent and the node that uh is non-working like um if we have five devices between each and uh like one more device like connected to each device group [silence] Yes, ed, he delivers to you. uh, mnfi, oh, can I am. I saw the money goes bam. Where I'm trying to get you. If I can. University City, mnfi. Yes, um, let me put the amendment that I did on here. don't be. That means from the parent node, hardwired to another child node and from that child node, hardwired to another child node, correct? Until it reaches to the non-working node. The non-working node, so is that the last node? The end node? Okay? So we're going to log in now.

Do you have the app on this phone, sir? On on on on your your phone, I? I don't know. A Yes, ma'am. C. When you open When you open the app, sir, does it show what is the IP address of the non-working node? When you go to nodes? [ silence ] Apple. Do you see E A there? A. I don't see it in the side side menu, sir. [ silence ] I'm going to, just follow the monitor. Sir, are you on your phone right now on the app? Can you click on the three lines on the upper left? And then can you go to network administration? [silence]

yes and then network administration look for diagnostics And then can you click on send network logs? sorry sorry Gotcha. Yeah, behind that. Can you see anything that says Megabytes? I don't know. okay. Let's just go to the next room. It's on the left panel. We saw those low rows. Look at your phone number on the last page. all right pass And voilà ! All right. Once you click on connectivity now administration Tis administration PAAS road this health Ensure okay can you check first? Is there what's like a that this for sure? Okay okay we click on ads wireless I'll pick up the check right yeah where

um, yes, sir. I'll call you back at 416-670-0480. Sorry, sir. OK. So I'll call you back, sir. Once we get disconnected. So let me place you on hold for three to five minutes. OK. Thank you.

Hello, sir. Thank you so much for patiently waiting. I'm so sorry for that hold. Sir, do you have a laptop that we can, um, use? Okay. Um, we need to check if we can wire a computer directly to that node, the one that is not working?

Okay, to test if the internet on that node is working fine, we need to do a possible reset on the network and then reconfigure. That's the time that you need to, like, proceed with the $15 charge since we need to, like, troubleshoot the device. So right now, what we did is we're just, like, doing a diagnostics and to-- because it shows it here that it's connected, but we need to test a direct connection to the-- to that node. Okay. And to check what's the-- if we're getting a-- if that computer receives.

communicate a communication are to that node since that's the only no that that it's not working. Yeah, directly to that node. Then check if the internet is working. Yeah, yeah. Just to test. That means um, the router is set up, it may be only the wireless on this on that node the wireless part of that node that is not working, it is not it is not allowing you to connect with the password, that's the thing. So the we need to check on that node. So we have to do some troubleshooting.

Then is the tower possible that we need to do a reset on that node and then re-added it back to the to the network we recommend it. So there is no option to like connect Wi-Fi. So I also double checked it to my research. It's possible we need to use a computer just to like to do the troubleshooting and to like further isolate the problem.

Yes, yes, reset, reset and then reconfigure or possibly it needs to like update the firmware. That's the last. Mm-hmm. Mm-hmm. Then we need to do some other advanced troubleshooting, possibly, on that. no, sir. But for that, we need to like test it first wired connection, okay? And then after that, um, no, sir. We, um, do the reset on the node itself because if we are going to, um, just to avoid affecting the other, um, node, sure, so we need to do the reset on the node.

Um, you have to press and hold the reset button at the back or at the bottom of that node. Okay? Like 15 to 20 seconds. [silence] Then after that, so you have to reconfigure the settings on the um, you have to add the node again back to the um network. There are two options, sir. You can use the app or you can use the um the user interface of the parrot node. If you want to have yeah, yes.

like it you'll be you can just do um disconnect first the cable and do the reset but before again sir before you do the reset we recommended to um like connect first a computer a laptop maybe um to that node okay and check the um the internet and then also possible to um like access the user interface of the of that node okay and then also um if you need assistance at that point sir you can like um give us a call or you can um check our um AI tool on our site

The AI tool sir. You can go to support dot Linksys dot com SUPP support dot Linksys dot com S-U-P-P-O-R-T support dot link Linksys dot com there is an icon there on the lower right hand side corner like a circle blue circle with a smiley face that's our AI tool. You can always go back there.