Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com, or our chat support to serve a live chat. We apologize for the delay, and will be with you as soon as possible. [silence]
00:00
Speaker 1
Okay, so I don't know. No, I can connect it. Print the ends thinking maybe the ends of that. It's unlikely. But you should see it because I can see it downstairs and it's just a rat bed in. Okay, I'm on the roof. Yeah, I can't connect to my router. It's something I'm going to, but it's direct. It's using a direct IP. Hi there. Um, I have a link that's [silence] on [silence] both of them. [silence] I'll enact. [silence] In current. [silence] I mean, it's going they have I kept talking about it here.
01:00
Speaker 2
Thank you for calling links. Is this O? How can I help?
01:00
Speaker 1
Um, um, it's a tall one, um, um, let me see, let me hang out, see if it'll turn on the light. Okay, model number, maybe the number. Model number WHW03? No. Um, no. Um, um. Um, um,
02:00
Speaker 2
okay SIR what's the model number? WHW03 yes okay okay can I have the serial number?
02:00
Speaker 1
serial number is Two zero J one I don't know if that's a Q, yeah, QC Uh Joshua, tell him Buddie your eyes are better than mine. [silence] Just read it out serial number 7 One zero three uh, J 10 C 699 071 920. Uh, you can go Josh, if you want to go. Um, I got to cuz I'm not just pink when I'm when I'm, like, now I can do my job that these guys are going, but I got to fix this too cuz the when when takes the cable. Um, there's this
03:00
Speaker 2
Thank you so much for, let me just move that one up here.
03:00
Speaker 1
The cable and then I gotta put your screen. But maybe I'll part this CD. You can work on it tomorrow. If she can't fix it. Oh, look, this is we got to know why it's not connecting to the switch. Yeah, I'd like to get the downstairs router working. But it stinks. It's the cable. So even when I brought the switch up here. and I connected it with another cable, it wouldn't come on. And then, we need a better outcome. We need a better outcome. Oh, we plug this on a Tesser cable. The cable's not working in. I think maybe it's that kind around here. Only two be right here. living cables. Oh, no. Three of them. But one of them is. Yeah, three of them. Well, two of them are are green right now. They're directly can.
04:00
Speaker 2
How many do you have set for the? three a.m. And then what's the LED light of the three of them?
04:00
Speaker 1
Connected using a switch in between. Um, and one downstairs is, uh, it's not connected, and it's red, because I think it's too far. But it's a, it's a console issue. Like, I can't even log in to, to, to see the nodes. Like, I'll log in via the app, and I click on nodes, and it says there's a problem. I can't see the nodes. I want to see if they're connecting. My router.local. Yes. Uh, I mean, like an address? address. Yes. Yeah. Yeah. [silence]
05:00
Speaker 2
O.M. Okay. Have you tried using myrouter.local instead of the IP address? Yes. On the address bar, yes, you can try to log into the web interface so you can see the nodes. You can use the browser instead of the Linksys app form. [silence]
05:00
Speaker 1
So, there's my router local doesn't go anywhere, um, but the link siscom.com gives you the web interface and then the cloud. The cloud service enabled, uh, has been discontinued, it says. And the web interface takes me to 192:168. It didn't a minute ago. how to logging. What? Tell me to download the app. So if I Do I? Yeah, yeah, I do. I do. Thanks, man. So, what do you sorry? Are you it's saying it's saying open web browser and type my router local. [silence]
06:00
Speaker 2
If it asks you to download the app, you'll see a picture of a phone. Where it asks, yes. Double tap or double click the phone icon
06:00
Speaker 1
address bar and hit enter. When I do that, it doesn't uh it's just going to Google search. Okay, actually, it worked now. Okay, thanks. Thanks, Gerald. We'll talk. Okay, it takes takes me to the router. Let me log in. Okay, I'm logged in. And then it takes my password. So save. I say no thanks. And saying 2123, we've encountered an unexpected error. If this issue continues, please visit our technical support site under details. Yeah, and and it says if I do show details and it says hard to see, but it looks like slash JNAP slash device list slash get device three.
07:00
Speaker 2
Unexpected area 2. 1. 2. 3.
07:00
Speaker 1
I don't know. yeah, I guess so. few years. Yes. I've tried all of 'em. s. yeah.
08:00
Speaker 2
How long have you have the device? You have the device for quite a while already? Have you tried to power cycle the domain node? Okay. Because the, okay, because the unexpected error 2123 is actually usually tied to a web interface, so we actually had some updates before, maybe like around a month ago, related to the WHW03 because those updates are, the link to smartwifi.com has already been discontinued and then it also links that you can only access your router locally, so there's no remote access.
08:00
Speaker 1
Yeah. Yeah, but if it's a firmware update, resetting is not going to reset the firmware level, right? It's just going to reset the settings. It won't won't. So it's just a big deal to reset it.
09:00
Speaker 2
If possible, this means if you're getting error [unclear] unexpected error two, one, two, three, that's actually because of a firmware glitch. So, what we can do on the one is to really perform a hard reset between the main node and then the child nodes. So, we have to reconfigure the node so everything that was configured on that one, every possible bug or glitch will be removed or deleted. That's the one. Is this firmware? Yes, but it will it will actually remove, sir, any possible bugs or glitch that caused by that firmware update. Not the firmware itself.
09:00
Speaker 1
Okay. I mean because right now it's it's working right now right? Like I don't want to-- sorry.
10:00
Speaker 2
Once you, yeah, yeah, another way, we, um, in case, if we will reset that one, everything that was configured on that router will be removed or deleted. But after you, but once you go, once we go through with the setup and then rename it back to the same WiFi name and WiFi password that you have before, most of your devices will just automatically reconnect back to the same network. As long as, uh, we have to, as long as we will rename the WiFi same as how you name it, and then the WiFi password as well. Because if it's work, yeah, it's actually working. If it's [silence]
10:00
Speaker 1
I think, I think, I think that's right, because it's away, right? Like it's far away, so it doesn't like right now it's read, but I can make it go to, I don't think that's the issue. Um, I can plug it somewhere closer. Um, so, like the whole thing is works, my Wi-Fi is working. I can connect to the router. I think it's just the, like you said, the actual software for the web control, web admin is screwed up. And like, can't I, is there a way to like install it? Like, can, can I, like, there's no, or, or you're [silence]
11:00
Speaker 2
Solid green sir. That means it's working. If if you only have one node that is uh solid red, we can reset that node only and then do a five press, so that node will connect back to the same um to the main node. So we will reset and then re-add that node only that child node. I guess that's a solid red. Yeah, that could. Um, well,
11:00
Speaker 1
same but with the reset wheels so the firmware updates question does the firmware update can i just turn one of the nodes on are the firmware updates on all three or just one and when you say reset you just want me to hold the reset button for some time
12:00
Speaker 2
The reset will totally remove any firmware glitches or any bugs or glitch that comes with the firmware update. So it's only a reset. [silence] Well, for the firmware updates, uh, if they are the same model, uh, the WHW-03, if those child nodes are connected to the parent node, they should also automatically be updated together with the parent node. Thirty seconds. Yes. You have to press and hold the reset button of the.
12:00
Speaker 1
I'll, if I can't connect to the web console then I'm out of Internet because I no longer can connect to it or I won't be able to configure up like you know what I mean, like walk in and go put in the password, change the passwords and stuff like that, right. Just be default username.
13:00
Speaker 2
The parent node for 30 seconds. Usually the proper reset Sir, um, once you start holding the reset button of either nodes, the LED light should blink red three times, then the light should turn off. Once it's off, wait for it to turn to solid blue before you let go. That is the proper reset for the Huh zero three. And then, um, it will revert back to its default Wi-Fi name and password that you'll be able to see at the bottom. And then, Well, Well, for, No, you can No, after the reset Sir, you have to set it up first. So after you set it up, then that's the time that you can access. [silence]
13:00
Speaker 1
I know, but you you you understand the risk though, because if my web console doesn't come back because of the reset. That means I no longer have internet in the facility. Like, because that means I can't connect to it, that means I have to throw it away and get a new one. And I I I lose access to the internet. Altogether. All the cameras, and there's too many things like I can't risk losing the internet if this is not going to fix my problem. I don't want to waste my time resetting the configuration. If it's not going to solve the problem. Right. Like I'm okay with resetting and going through the effort, but I can't leave the facility now with no internet. That's the problem. Um, I turn on a third node right now and it's flashing red. Slow flashing red. Is it just taking its time to load maybe or
14:00
Speaker 2
yes. Usually, so it will take to three minutes. If it keeps blinking red for three minutes, then that note is totally disconnected to the main router. So, you need to do a full restart.
14:00
Speaker 1
Yeah. No, right now this one turned green as well. So all all all all my nodes are working right now. Okay. So what what I'll do if this doesn't work, well, if I reset it, right? I only have to reset the master, not the other two. Okay, right now. Okay, so if the reset doesn't work, then it's uh uh is there additional fixes or no, like a mere
15:00
Speaker 2
Okay. You also have to reset the other two, sir, because once you create a new configuration with the master node, it will totally disconnect the child node and then they will actually have to be reset as well. You have to reset them to reconnect. All right. Well, usually, sir, if, for example, the main or the master node doesn't connect to the internet and you have verified that you have an active internet connection from your internet service provider. We can promote one child node to be a master node.
15:00
Speaker 1
Okay, but unless it's the firmware is broken on all three nodes, right? Maybe it's just my master right now is broken. It doesn't mean, but can I just turn off my master now and try to connect first to control? Or like, if I just turn off the master and switch it, put the, if you just keep the, or if you just disconnect the master and connect locally with that one and that one with the other two. Yeah. Yeah. Yeah.
16:00
Speaker 2
We do the reset and then we to set it up. Same as the master node. We can switch nodes to... Uh make sure that other node is actually working. to be a... master node. Yes. and, um, connect locally, sir, to the child node, is that what you mean? Like, turn off the master node and then, uh, no, sir, it, because the master node is the main internet source of the child node. So, if the child, if the master node is off, there's gonna be no internet for the children. Uh also. Um if we have something else, or some kind. Uh if we have several versions of the, uh, child... Ongoing. Uh, sir. ; if the children are, are having... Uh, if the master one is off, they can't we can't connect. We have to wait for another master to become a source ;
16:00
Speaker 1
so the one nine two one six eight zero one dot one is on the master so if I because I'm don't forget I'm I'm internal right so I could I can I can connect to it maybe the child nodes I don't know if the app works like that okay so well if I have to reset then I'm going to have to do this another time unfortunately perfect will do thank you so much perfect thank you bye
17:00
Speaker 2
Oh, the child node, and then first things first, uh we it may be hard for us to connect to the web interface to the child node, because the IP address depends on the master node. Yes. Uh. Yeah, no, do you want. It's just pretty, just give us a call back, sir, I would like to proceed with the reset and then the re configuration, so we can assist you once you're ready. Okay. You're welcome, sir. And if anything else, just give us a call, okay?
17:00