Speaker 1
Hi. I've got a my, basically my mother-in-law, the place that she stays, she's got a Linksys, Roo, her set up with the nodes and everything. It's not my account. I'm not going to ask you specific questions about the account, but she has a Roku TV. Roku operating system TV which she uses some apps to watch, you know, certain things like YouTube and some other apps. For some reason, after a whole year now, the, I think the, the Internet has blocked it from being what. watch for some reason, so the apps aren't working, but it works on hotspot. So I've tried like, basically tried and I've linked the TV to the hotspot to see, is it the is it the TV, is it the operating system, is it the thing, and I've I've using chat TCP, I figured out that it's the internet that's actually doing that. Um, I've also tried to reset everything, I've reset, restarted the TV, reset the internet, reset the nodes, separated the nodes. Um, I did what I can basically, but I was just wondering, with your Lin TCP, um, internet, does it stop certain apps or is there a way around it? No, I haven't done neither. Yes, sorry, go on. [silence]
00:00
Speaker 2
Uh huh. Ah. mm. No. By default, Linksys nodes, or routers in general, should not block anything. Not unless if you personally did some changes. Can I also ask, have you tried, uh, have you tried separating the band?
01:00
Speaker 1
Everybody's, like, phones and iPads and everything is working. All the other TVs are working, but her one particularly is not. So I assumed it was the TV until we did the hotspot check, and that seems fine. There's no, I don't think I can, let me just check. What did it tell me? I guess you can use it to kind of help me understand it as well. I'm just pulling what it said last time, where was it? And then it says try changing the DNS, but I didn't want to fiddle with that, so I just left that as it is. There was also something else that you have to, it said to disable the IP something, IP, I'll, What it was. That's the one, yeah. So it says, but we can't do that on the, I mean, I tries to log in. When I was there, I'm not there at the moment, obviously, but when I was there, I downloaded the app and I tries to check and see if that's possible, but your app doesn't allow for that to happen. I don't even know what that's supposed to do. It was just something I needed to try, but I don't understand what that would do. To be honest, is it safe to do so? Uh-huh. Oh, I see. Okay, so it's not restricted to the, okay. Is it safe to disable it just to see if it's going to work? Uh-huh. Okay, so, um, Right. So if I log in, like, when you say log in, so is it the same as,
02:00
Speaker 2
the IPv6, I see. That option that option is oh, that option is not available on the Linksys app. To disable the IPv6, it must be done either on a laptop tablet or computer that's available. Yes, it is safe, since by default all devices use IPv4. Only specific devices use IPv6.
03:00
Speaker 1
okay. okay then we say credentials. do they have to because the, the account holder is an old guy. so he doesn't really know much technical things.. what I mean is he doesn't have an online account on his thing.. is that the password of the root access? I don't think he's got an account. okay. right. no, that was the first thing I did. I asked him, I said, do you have a login account? he
04:00
Speaker 2
You, you just need to search My router dot local and there It will ask you for your credentials. It will show you some security risks first but I assure you that's completely normal so you just need to bypass to those. There there is an option to either reset the password if you cannot remember so that you can create a new one but if you can still remember it just the admin password because it will no worries there. Once again, if you cannot remember any credentials, there's an option to reset so you can either create one or just put in the same old one if it can still be remembered.
04:00
Speaker 1
He's not technical at all. He knows nothing. Um, he gets his bills by post. and if he's got a problem, he calls up. That's how not tech savvy he is. So, when I was asking the question, I was kind of struggling. And the reason I downloaded the app is because obviously, I was, um, checking what it's supposed to be what needs to be done. And it directed me to your, to your app, which was very helpful. Um, okay. So, we'll do the, oh, right. So, we'll try and figure out the online version then. And then we'll just disable the IPv6 and see if that works. Okay. If it doesn't, I see. Okay. Well, no, there's one more thing that I need to do, which is re factory reset the, the TV, which I haven't done. So, I wanted to try this first. So, if I do that first, if it doesn't work, then I'll factory reset the TV, and then we'll see the budget search section. Yeah. 'Cause everybody, everything else seems to
05:00
Speaker 2
[silence] No worries there. [silence] I see. Yes, but if there's still no changes. That's the time you will need to reach out to Roku themselves. [silence] All right. [silence] No worries there.
05:00
Speaker 1
be working. Okay. All right, then, thank you so much. Thank you.
06:00
Speaker 2
Alright. [silence] Alright. thank you for calling Linksys. take care and have a great day.
06:00