Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello, good day. This is Eppy from Linksys. And I'm calling for Jeff Adisi? Yeah. I don't know what happened sir, we got disconnected. Okay, can you hear me okay? Alright. Okay, so you, you pressed the reset button for 25 seconds and what happened? [silence] It's flashing and it is connected. Can we right click on the ethernet and go to status? [silence]
00:00
Speaker 2
speaking. Can? can. can. Now it shows me it's flashing, but now it shows me it's connected. blue is flashing, but the Ethernet shows us connected. Okay. It's
00:00
Speaker 1
Can you check the lights on top? The LED indicator on top. Okay. Can you check the Wi-Fi, sir? Click on the Wi-Fi. You don't see, it doesn't show "Linksys04157", which is the name.
01:00
Speaker 2
stop flashing and then it went to not connected. So when it was flashing it said connected, now it says not connected. Yes, solid blue. Okay. I'll turn it off. I'll turn it back on again. Yes, I don't, I don't have the network. Now
01:00
Speaker 1
on the on that node. Can we right click on Ethernet and go to status? Yeah. I'm sorry. Do you see IP address? Yeah. IP. V4. IPV4 address, 10.12.199. Yeah. [silence]
02:00
Speaker 2
No, but now I'm connected. Now it shows my Ethernet is connected again, but no, I am not seeing that network. It's saying connected. I'll go into the details and you want the TCP IP and the IP address using the DH. So it's 10.12.1.99. Yes. 10 that. 12.1.1 tens 12 that.1.1. [silence] yes yes My rent.1. [silence] I'm sorry?
02:00
Speaker 1
Okay how about let's just try this one let's just try the IP address instead. Um on the address bar type in again http colon slash slash 10.12.1.1. [silence]
04:00
Speaker 2
Okay. If you're trying to administrate create a Wi-Fi-7 router and reach this page, it maybe due to one of these reasons. Your current router is not connected to your router's network. Your VPN is enabled. You're using a custom DNS provider. Why am I getting this warning? Can't establish a secure connection. Your connection is not
04:00
Speaker 1
Just go to advance and then proceed. All right now. Just click on the the image. The two phones, click on it and check if it if it will ask for the password.
05:00
Speaker 2
[silence] [silence] [silence] private you might consider it advanced. Let's see. [silence] hold on one second because it's showing advanced bypass. [silence] continue advanced. Uh then proceed. Okay. Okay. Now let's get you up and running. Download this app for setup. Okay. waiting one moment [silence]
05:00
Speaker 1
[kids giggling] [kids laughing] [kids imitating exclamatory sound effects] okay uh... it's actually the Wi-Fi password underneath the router sir yeah on the parent node [silence] [feet shuffling]
06:00
Speaker 2
Access router want the router password on the on the parent node. Okay. Period. I'm typing it in. Do it again. 6. Lowercase f. Capital S 9. Lowercase t. Lowercase p. Number 1. Lowercase r. 4. At sign. Try it again. [silence]
06:00
Speaker 1
Okay, um, if that password is not working, if it doesn't accept it, server, just click on reset reset router or reset password. Just click on reset password and it will ask for the recovery key. The recovery key is underneath the parent node. Uh the this M6200.
08:00
Speaker 2
Oh, come on. This is... Okay, okay.
08:00
Speaker 1
All right. uh... it says asking you to create a router password and your password or okay that's already done or you able to sign in okay can uh kindly click on CA down at the bottom. the the letters are really small beside privacy policy. click on CA. and uh kindly click on troubleshooting
09:00
Speaker 2
Yeah. Okay. Okay. Yeah. Okay. Yeah, I'm seeing the smart Wi-Fi tools. Yeah, I see it. Yeah, yeah.
09:00
Speaker 1
Yes, and then under status, click report. Yeah, report. It's below, it's actually a sub-option. Okay, what's the firmware version? 1.0.62, 1.447. Okay. [silence]
10:00
Speaker 2
just waiting, hold on one second. Okay, troubleshooting. Under status click, you said report. There's no, there's only refresh, open a browser, print or dhcp client table. There's no report. Oh, oh, I see it. Okay, it's at up on the top. I got it. I found it. Okay. What next? One dot zero dot six dot two one four four four seven. Yes. And uh,
10:00
Speaker 1
Okay, can we, um, scroll down, sir? Okay. And, at the very bottom, look for ports. Wow, okay. And then under ports, do you see anything that has an X on there for internet? Okay. So there's an X on there for one gig. Okay. What about, um, on one, two, three, on one of the ether nets? Yes. Below the internet, do you see one? Uh, port one? Uh, four. Okay. Try number 4 then. Oh wait, it's not plugged in. Which one are you trying in to and what options are you trying here? Okay. So the, uh, is it in there right now?
11:00
Speaker 2
No. Yeah. Well, it says, uh, it's one, it's a one gigabyte network, so there's an X under one gigabit. Yes. Um, Ethernet. Uh, I'm looking for where it says Ethernet because there's no, so I'm not looking for ports. Now, I'm looking for,
11:00
Speaker 1
No, no, it's still under ports. The, below the, okay. Okay, so there's also an extra one gigabyte. Okay. All right, can you check again on the, uh, on your, uh, the lead indicator on your M X 6,200? Solid blue. All right, kindly go back to the computer and... Look for... Yeah, okay. Oh, okay, I thought that your, your... No, not yet. Um...
12:00
Speaker 2
Ethernet, right? Next thing, it says one, there's nothing, it says one, and then it's one gigabit. So the top, top chart says internet with an X under one gigabit, the ports say one with an X by one gigabit. Solid blue. Well, I'm at the computer, so. Do I, do I click okay? Do I click okay on the trouble, too?
12:00
Speaker 1
not yet uh just look for the internet connection IP V4 internet connection IP V4 yes. do you see internet address sir? 192.168.1.183 [silence] that is the internet address under IP connection IPv4 correct? Okay and what about the default gateway? do you see any default
13:00
Speaker 2
Yeah. Yeah. 192. 1. 68. 1.83. No. 192.168.1.83. Yes, that is correct. 192.168.
13:00
Speaker 1
Okay. Can we check if that computer is online? Just try to open another window. Try to go to any websites like YouTube or CNN. that is online. Okay. Just press okay under troubleshooting and go to connectivity. Yes. Can you check if the firmware is up to date? Under basic, you have their firmware.
14:00
Speaker 2
It is offline. Yeah, it's off.
14:00
Speaker 1
All right. Yeah, kindly install, I mean kindly install, sorry, kindly update the firmware, sir. Yeah, just, just set it to automatic, and then update. Is it running? Is it running the update now? okay, good.
15:00
Speaker 2
Oh, no, it says updates are available. Should I click it? It's automatic or should I? Just update it. Okay. Yes. Yes. [silence]
15:00
Speaker 1
Okay, so we'll just wait for it. Like if you're outside, you want to access the router?
16:00
Speaker 2
[ ] now, your route is rebooting. Okay. Now, by doing this, does at the end of the day, I will be able to get into this system remotely and reboot. Yes. Yeah, I I'm I'm going to be in California.
16:00
Speaker 1
uh. there there uh that that remote access is no longer available. okay? uh the uh Linksys smart wifi um remote access is the has been discontinued. Got it. The Linksys smart wifi services. uh yeah that that uh cloud service is no longer available. No, sir. We really need to be on your location in order for us to reboot the system. uh the remote access is no longer available. Uh so we won't be able to access the router settings remotely.
17:00
Speaker 2
There are times where I have to reboot the system. So. This is just getting worse and worse. So. So, if I'm, if, okay, so if I'm in California and I need to, reboot my system, I can't do it. Is that what you're saying? Or is there a different way? Or can you, from, the home office, if I, I call in, can you send a signal to reboot?
17:00
Speaker 1
We can only access that locally. we don't have that capability anymore if or. [silence] the internet on the Linksys router is still working. Uh [silence] Sir Jeff. Yeah.
18:00
Speaker 2
So, I'm traveling for six months, my router goes down and I can't get someone here. I don't have internet for six months because you folks can't figure out - figure it. Everybody in the world has - Asus has it. Everybody has this and you can't send a signal to reboot? I'm - I'm blown away. Um, this is a new router. I got a new router. Can I send all this crap back? Would you buy it back from me? I mean, this is garbage. I can't - it's - it's not a usable system. Yeah, it - well no, it actually it wasn't. That's why I called.
18:00
Speaker 1
When you previously called, it was already a hardware issue, one of your child nodes, that's why they replaced it. Yeah, uh, do you still have access to your uh, do you still have access to your Linksys smart Wi-Fi account? Okay. Well, you can actually try using the same account, okay, and uh, check whether um, yeah, that would still work, sir. Uh, cuz I'm not sure if they did an update, okay, with the with the Linksys smart Wi-Fi account, but uh, you can try using that same account and add all of the devices back. Check all the devices if it's still accessible. If ever, because there is that possibility, but I am almost positive that the smart Wi-Fi account will take over the new router. Okay, ma'am, thank you very much for reaching out to us and we are really glad that you like our product. Thank you very much. Hope it will go well from here on, and I would highly recommend to check to the router in terms of the updates. [silence]
19:00
Speaker 2
That's correct. That's correct. And at the time, I got this whole system because they had remote access rebooting. I'm gone for six months. Say this again. Yes, I'm sure I do.
19:00
Speaker 1
add your new system to that account. You, you can actually try. You can actually try using that same account if you still have access to it. So once you, you're able to access your, uh, your account, your link the Linksys Smart Wi-Fi account. Try adding this new system to your link to Linksys Smart Wi-Fi account and check if you can, um, access it from there.
20:00
Speaker 2
I'm not sure what you're telling me. You're saying I can I cannot reboot remotely? Okay, so during this call we're going to have to do that. Because once again, I go away for six months at a time. And if the internet goes down, or if there's a problem, or there's an update, and it has to be rebooted. Uh, I mean, I'm just I'm just I'm blown away.
20:00
Speaker 1
Okay, so going back to the firmware, is it now uh I mean, is the routers now rebooted? What about the the LED indicator on your MX 62? Is it still saying router rebooting, or it says waiting, okay?
21:00
Speaker 2
No, it still says waiting, and it's just cycling. Solid blue. It just says waiting. There's no progress bar. It's just cycling. I don't know what it's waiting for. I can refresh the browser. It's just by refreshing the browser, it's just -- yes, it's still saying waiting. Let's see. Connectivity Okay, now it says nodes are up to date. And I'm going to check automatic and hit apply.
21:00
Speaker 1
Yes, OK. Now we will change the Wi-Fi settings on this router. Yeah, just press OK. Just press OK, get out from that troubleshooting screen and click on Wi-Fi settings on the left, on the left hand side.
23:00
Speaker 2
Calendar. Time zones, New York. Okay, I hit apply. What's next? Okay, so do I hit okay now? Or go somewhere else. Okay. I did that. M-hmm. Okay.
23:00
Speaker 1
Okay. now you may actually you may change the Wi-Fi name as well as the Wi-Fi password, sir. you may use the same network that you had before. Okay. silence from the left channel.
24:00
Speaker 2
And it's got the uh uh the different uh 2.45 and six. Hold on one second.
24:00
Speaker 1
Yes, Click apply ster dot ent you also change the Wi-Fi password? Dot ent to make sure that you set up here a Wi-Fi bit, click apply and then okay.
25:00
Speaker 2
hello? okay. Yes, I did. I did. Okay. Applying changes. [silence]
25:00
Speaker 1
Yes, I'm still here. So, it brought you back to the same screen? Okay. Now, can we turn on your child node? And we'll just see if they, if it will communicate to the parent node. Uh, at least five to six feet, sir. It can be closer, uh, much more better if.
26:00
Speaker 2
OK. And then, that's done. Are you still there? [silence] That...yes, it did. [silence] Can they be ten feet away or they have to be right next to it? At least five or six feet or closer than five or six feet? kind of it kind of it turning on one. I have several others, but I'm just doing one now. okay it's solid blue. okay now it's flashing, which is in the setup mode. Now it's red. And we get the, we get the other one. Okay. Yeah. So the first one is solid blue. Do I need to leave that one plugged in or can I take it away? [silence] I don't know how he spaces. clothes here. Yeah. I'm out of space for clothes. Alright. Give me one minute. setting up where I can get a bunch working. a minute or so. I need to find something where I can plug multiple items in. Hold on. I was saying I need, I need to find a strip because I have several more, if I can't unplug them, if I can't unplug, DW then I uh I don't have enough space on all the plugs I've got five nodes uh so hold on one second [silence] OK, I can't find anything. And by the way, that the uh first node that the first node is now flashing red.
26:00
Speaker 1
[silence] Is that the uh the parent node? Oh it's the first child node. It's solid red or blinking red. Okay. We'll wait for it to turn solid sir. [silence] So some of your child notes right now are solid blue already right? Yeah. [silence]
34:00
Speaker 2
No longer blue. No, that's the child, the first child node. Yep. Blinking red. [sound of plugging in] I just don't have enough plugs here. Um, no, once I removed the parent nodes, everything went red. [silence] I'm assuming, [sound of plugging in] I did have one. I did have one that
34:00
Speaker 1
so none of the child nodes right now is solid blue. they're all flashing red hello?
35:00
Speaker 2
I got plugged in. But it was blue. Now it's flashing red. [silence]
35:00