Speaker 1
Yes, we're having problems with our one of our TVs connecting to our like a 3P
00:00
Speaker 2
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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. 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. Thank you for calling. Linksys. This is Kyle. How may I help you?
00:00
Speaker 1
uh three piece three piece modem um router modem route um for wi-fi and um i've been trying to work on that and i can't seem to get anywhere with it um the the um videos on many of the things are not loading on many of our apps are not not loading um uh they're saying they can't play the video um and so i i didn't and it keeps saying check your internet connection and we do and it says we have wi-fi and everything so i don't understand what the problem is but i i can't even get into our administration hub thing that you have here because my husband tried too many times and locked us out so i don't know how to get back
01:00
Speaker 2
Mm? mm-hmm, All right. Okay, Okay. Thanks. [silence]
01:00
Speaker 1
back into it. Um, to log in. Yes, I mean, it's connected, it says it's connected, but it doesn't play back the videos. And it says, check your internet connection. Of the router? MX MX2002. Just a minute, I'll get. Um, well, it says model MX2000, but then when I bring it up, it says,
02:00
Speaker 2
okay, so only the TV can connect right? okay, and before we continue ma'am, may I ask the model number and the serial number of the router? the one that's connected yes the one that's connected mhm okay mx 2002 how about the serial number?
02:00
Speaker 1
or on the box that says it's 2002. so how many what? you mean, uh, we have one and then two extra devices. three. serial number, do you want that? okay. it's 50 D 10 M 2 A D 0 6 7 8 8. there might be more than one serial number. are they on each device?
03:00
Speaker 2
Yeah, but how many nodes do you have ma'am? How many nodes do you have? How many links do you have? A total of three. And how about this female? Yes, yes. Yes ma'am, but let me just try to check this. Again, that is five zero D for David, one zero, M for Mary.
03:00
Speaker 1
correct It's Cedar Falls utilities. So in it's theater falls Iowa. Cedar Falls utilities and it's in Cedar Falls Iowa. They have their own fiber optic network. Oh us I'm sorry. Sure. area code 815 238 3519. Sha and then last name is Patton. P-A-T-T-O-N.
04:00
Speaker 2
uh oh uh my like my email address Mary two a for Apple D for David zero six seven eight eight okay and who's your internet provider ma'am I'm sorry and you're called okay and you're calling from what country ma'am us or is it Canada okay all right and um could I have also your phone number how about your first name and last name Mike again uh from
04:00
Speaker 2
Okay. Um. Marriage. M-a R. Right? Okay. And last name is P-A-I-I-I-N. And how about your email address okay um-hum okay aside from this TV ma'am um do you have other devices connected to the wireless
05:00
Speaker 1
uh, we have two phones and uh three other TVs in different parts of the house and we have the uh correct one and they're never all on at one at one. There's just two of us here, so. And what did you ask? They're android. And so is the Hisense TV. Uh yes, the main one is downstairs. Just a minute. I'll have to go look. [silence]
06:00
Speaker 2
uh what are those devices like phones? total of four TVs, right? and your phone? is it an andrho a phone or okay okay your phone? is it an android phone or an iPhone? okay okay carrying on and by the way, and what is the color of the light on the router right now? the main one okay, ma'am, sorry, um, again, what's the uh name of your internet provider is it, is it c-fi or is it C I okay[silence] om well mum the one that's connected straight to your cable mod to your internet provider [silence]
06:00
Speaker 1
And what, what do you want off of that? What color it is? Okay. And where would the color be? because it's, it's plugged into ethernet, it's got ethernet cable. and then it's, yeah. Oh, it would be on the, like the light on the front or something. I can't quite reach it. It's on the top. It's got it up high. I can't see that light. I'm sorry. The one that's plugged into our, to our cable thing is, is up high. Hold on, let me see if I can get it down.
09:00
Speaker 2
um yes um okay on the lengths yes on the length device that you have ma'am the MX 2000 okay um yes Uh, yes. But how about on the other notes that you have, ma'am?
09:00
Speaker 1
Okay. Blue. Well, yeah, the two are - the extra ones are blue. Is that - is that good or bad? [silence] Yes. And that is giving me an error message. Um, that I can't - I'm not supposed to continue on or something when I select - I'm trying to follow your online.
11:00
Speaker 2
They're all blue. Okay. Yeah, that's okay. That's good, ma'am. That means it's connected to the, um, Internet. If the child nodes, the other two nodes are blue, that means the parent is also blue, okay? [silence] By the way, ma'am, um, using your computer, or do you have a computer?
11:00
Speaker 1
Help. And it says you can go past it by going to advanced. It says it's not a secure, you know, it's Windows. Yes. Uh, let me look. I think it might be, it might be 10. It's a little older than mine, my husband's. Um, are you kidding me?
12:00
Speaker 2
okay okay this laptop ma'am what is the operating system is that windows or is it mac is it windows 11 or is it 10? okay
12:00
Speaker 1
yes I have full access Wi-Fi mm-hmm any website did you say uh it's not letting me go on with linksys but any other website yes yep any other correct yes yes when I try to do it it gives me an error message [silence]
13:00
Speaker 2
yeah I'll attack that later ma'am okay but can this computer right now the one that you're using the laptop and it shows that it accesses the internet so you can access any website correct yes what you mean you can um like you cannot access the 192.168.1.1 Was there an error message? Okay, can we try it again, ma'am?
13:00
Speaker 1
yup okay I can get to the part where it tells me how to get rid of the error message um But it's the link it says Link. Why am I getting a warning? And then if I go on and try to It's a way to get by the Hold on just a second. Um, first of all, I'm on the site where we I want to sign in and it says Access locked too many failed attempts how to regain access?
14:00
Speaker 2
Can you access 192.168.1.1? Okay, what's on your screen right after you type 192.168.1.1? What's on the page right now, ma'am?
14:00
Speaker 1
So, I, my husband said he tried our correct password for our internet that we've got everything else hooked up to and it didn't go through. But now, we can't do anything because, because we can't, we have access. So, I tried that. Resetting the router? We've tried that. Mm-hm. We've tried that. Yes, and I, we don't have any access to that because, uh, we've, he's tried too many times and locked it up. So, how do I do that? Close his browser? Okay.
15:00
Speaker 2
Did you type the correct password? Okay. Alright, um, they have the option to um reset. Yes. No, not that mean is not resetting the router, but just reset the password. Yes, miss. Okay. Just to um, like um, let's start it again. Close this browser and then open another browser again.
15:00
Speaker 1
All right, hold on, close all these, all these close all the links that browsers. Google Chrome. Okay, hold on. [silence] well get rid of all the lengths of things he has up here, huh? first so that I, okay, hold on. Okay, it says the connections not, this is what it says one of the pages, it says it's not private
16:00
Speaker 2
Yes. Okay. The one that you're using right, the one that, yes, ma'am. The one that you're using right now, is it Google Chrome or is it Microsoft Edge? Okay. Please close that page and reopen Google Chrome. Or just open Google Chrome another page, ma'am. Okay. Just click on advanced.
16:00
Speaker 1
And then what it says, the server code not prove unsafe. Okay. Okay. Okay. It is, keep your Wi-Fi handy. Yes. Yes. At the bottom. Yes. Yep. And now I'm getting access locked. too many failed attempts to log in. Yes. Okay. Enter recovery key.
17:00
Speaker 2
When you click on advanced, click on proceed. Okay. Then after you click on proceed, what's on your screen right now? And then, do you have the option 'log continue to smart Wi-Fi,' or do you have direct local access? Yes, select 'continue to smart Wi-Fi.' Okay. Do you have the option reset? Okay. When you press on reset, what happened? Does it ask for any confirmation or? [silence]
17:00
Speaker 1
I can't get to that because it's too high. so I have to have the parent one. I can't do that right. I can't do it right now. I have a recovery key but that's on one of the, but the parent one is up high. okay okay hold on just a second
18:00
Speaker 2
You can reset the password using the recovery key, ma'am. The recovery key right now is located at the bottom of the parent node. Mm-hmm. That's the thing. because um to reset um Hmm? No, we cannot, uh, we cannot use the other two, ma'am. Because that's um, child node. So we need to have it, this information from the parent node.
18:00
Speaker 1
Okay, I'm having it sent. He has it in a picture, and I'm having him send it to me Because he's not here. Um, so once we get that, then what? Okay, can we use the same one?
19:00
Speaker 2
Okay. Then you need to create a password for your router.
19:00
Speaker 1
okay. All right! So after we do that, then we should be able to get, Do we need anything more than the password? Do we need like username? What's the user? Just a password. Okay. Okay. All right. And then I should be able to do what? Then after that? Okay. Okay. Okay. Yeah. No. No. [silence] Okay. So what we need to do now is, after you see the password screen, Uh, the password's only, um, U. U. space. Uh, two numbers and one upper case. Okay.
20:00
Speaker 2
Yes, you can. Yes, you are able to access the set up page of the router. Okay. No, ma'am. I am trying to access the user interface, of the router. 192.168.1.1. By the way, mom, your TV, um, does it using a um, um, a device to connect to the Internet, like fire stick, like Google Cast, Google um, Yeah. No, ma'am, I'm trying to access the um, the user interface, of, of the router from the, from my browser. My browser. Yeah. The internet browser. From the browser.
20:00
Speaker 1
Nope, it's a Directv, Smart TV, 4K, um, Smart TV. I've downloaded from Google Play Store the apps for it, but it is not on a, a Fire Stick. See, right, right, it is, um, the only one that doesn't allow access to any of those apps. And I don't know. Well, they, the Fire Stick, we have two of them on Fire Sticks, and they do, we have to reset our Fire Sticks regularly and try to, you know, and it doesn't work as well. But the one that we have is a,
21:00
Speaker 2
But only this TV was allowed to access, right? But since you got four TVs, are there three TVs where you check use it no problem, correct? [silence]
21:00
Speaker 1
Yeah, in the basement is a new one and it's an LG. And it works just fine with all the apps and with the Wi-Fi. There's occasional buffering, but not on a regular basis. But in, on this TV, we can't get it to even, it just keeps saying, every single app keeps saying, check your internet connection, we cannot connect. Mm-hmm. Not very far, maybe 10 feet. Should it be closer than that? Okay. Um, so, I'm not sure why the TV isn't finding or using our Wi-Fi correctly. Yes. Mm-hmm. Hold on. I gotta find the remote.
22:00
Speaker 2
And how far that TV from the nodes? Okay. [silence] Yeah, uh, that's fine, ma'am. [silence] Okay, can we go to the TV, ma'am?
22:00
Speaker 1
Okay, just a minute. I had it here. Oh, here it is. Okay. All right. All right. I've got the TV remote and I've got it going. It's on. Sure. Turn it back on then. Okay. Okay. I've got it back on. Oh, goody.
23:00
Speaker 2
[silence] Can I turn it off first?
23:00
Speaker 1
I Things would be okay settings got it Okay General settings Yep and internet Network and internet together It's connect and I do and I have and we are How do I find that? Go down to go to the one that we pick and okay the IP address Yes I've got it 192 168.1 or dot one dot two three five Default gateway I don't see that
24:00
Speaker 2
And then all settings. And then you go to... how about you have the option for network or connection? Yes. And then after network and internet, they have their network status. Right. What is the IP address? How about default gateway?
24:00
Speaker 1
I see. Where would I find that under IP settings? I have DHCP or static. That's all my choices. Yep, we have that. Okay. And then uh, signal strength is excellent, proxy settings none. Okay. So, close the settings. And then go where? To the Wi-Fi? Oh, okay. Okay, so, um, like, Netflix, you mean? So, I get immediate, I get an immediate error with Netflix. [silence] With. [silence] With [silence]
25:00
Speaker 2
uh, m yes. I know, just leave it to, uh, CP. All right, close this one. Can you try your test on the internet? Yes. Just try to open an app. Yes? Yes, ma'am.
25:00
Speaker 1
It shows me the name, it looks like it's going to light up and then it says Netflix has encountered an error, retry in so many seconds, code UI-800-3. And then, when I go to more details, it gives me couldn't connect to Netflix. Please try again or restart your home network and streaming device. Um, and we've done that numerous times. Then it gives me a code. Not, no, there's nothing connected. It's in the wall. And it's, there's nothing connected. Um, IP address is what I told you. It says it's connected. It says default, yes. Um, then it says, um, if that's for wireless.
26:00
Speaker 2
this TV doesn't have like again any devices connected to it like um a fire stick, right?
26:00
Speaker 1
So and then and then it does it it actually see at the bottom and DNS servers one nine two one 68. 1. 1. Um and then when I go to check your network it should okay, then it says network server one. It's fine, and then it says network server two NW four dash four dash eight. Network server three. And then dash or then and then it's okay for internet connection. It said couldn't connect to Netflix, please try again or restart your home network and streaming device. So I don't know what that means network server one two and three. Yes, that's what it's [silence] trying to say. [silence]
27:00
Speaker 2
again this TV is um [silence] okay [silence] Is that on Netflix? How about your other apps, man? Yes
27:00
Speaker 1
Okay. Okay. Back to the main device and connecting to the hub. Okay. I've got that now. So that number is, oh, it's got a recovery key and put that in the spot. Is that what you're saying? Okay. Okay. [silence]. and then I would put Administrator password. Is that what I'm.
29:00
Speaker 2
Okay. uh huh. Yes. Yes, you can create a password at least 10 characters, one special character, and at least one uppercase letters.
29:00
Speaker 1
okay, our password never has had, had a special character. So, all of, so I, it just had, um, letters with a capital letter and then it had, and it had numbers. So, now we need to have a special character. So, that will knock out all of our other, they're all connected. Oh. Oh, okay. All right. Okay. Sorry. Okay. [silence] Okay.
30:00
Speaker 1
I'm just giving myself the the um, no, the okay. All right. Um, and then hit reset. OK. So I've got that done and I that in to the yes OK. So it's
31:00
Speaker 2
Yeah. hmm, yes were you able to access that the links smart Wi Fi can you click mem, can you scroll down then at the very bottom of the page, they have their option se
31:00
Speaker 1
Hmm. C-A. All the way. Oh yes, I did. Okay. I can hit that? Yep. Okay. I'm troubleshooting. Okay. And just a second. Okay. On report. Okay. Got that? Firmware 1.1.7.02.1.
32:00
Speaker 1
Yep. I have automatic 69. 67.212.123.109. Yes Okay, okay, I think it's not letting me oh, hit okay okay um okay, for a second correct um why isn't it letting me out of that page though um I did I'm frozen hmm
33:00
Speaker 2
By the way, ma'am, can we close this connectivity, uh troubleshooting page? Mhm. Yes. Again, ma'am, your phone, your laptop, there is no problem connecting to the internet, right? uh Did you click on okay? After you click "OK," can you click on connectivity?
34:00
Speaker 1
completely close out or just the error page okay okay okay okay okay open Chrome 192.7.68 Yep. Okay goodness. All right. And then I.
36:00
Speaker 2
Um, Kelly, um, Kelly, close this page, ma'am. Yes. And then we'll open a page. Just this page. And then, um, open Chrome again. And then, once you open, try to access again, 192.168.1.1. And then you're now back on the Linksys page. Um, what's on the screen right now?
36:00
Speaker 1
things to correct the error messages. But now I've hit okay. Now I'm back to the Linksys Smart Wi-Fi. But I'm not C.A. I haven't done that again. Okay. Okay. Okay. I did. Um. And what now? Local network. Uh, is that? Yeah. I have...
37:00
Speaker 2
Okay. Yeah, click on CA again at the bottom. After you click on CA, kindly click on Connectivity. I'll just hold on, man, for a moment. After Connectivity, kindly click on Local Network and they have their local Network.
37:00
Speaker 1
These are the things that I have network status, um, links home networking, priority, Wi-Fi, settings, guest access, device list. Oh, here's local. Yes. Okay, I'll try it again. Maybe it didn't load up. Sorry. Oh, here we go. I'm sorry. Okay, so I'm on firmware and you want local network. Okay. I got that. Yes. All zeros. Okay. And then it it has under Wi-Fi settings, it has two
38:00
Speaker 2
uh... did you click Unconnected with the mem? [silence] Yes. [silence] uh... on the lower right, [silence] static DNS, is it like zeros? Okay, [silence] just leave, um, [silence] finally, um, click on cancel on this page. Okay. Did you close on connectivity ma'am? Okay. And then go to Wi-Fi settings. I just have to click on OK. Cancel.
38:00
Speaker 1
it. Hmm. It says parental controls are off. Device. um. List. um. Hmm. If I just select a different thing, will it shut off or or go to that thing. I've got a left hand list of things I can go to. But. Okay. Oh, that just opened up instead of the. um. Connectivity. Okay. Right. Right. And they're both auto. Mm-Hmm. Right. [ silence ]
40:00
Speaker 2
you have to scroll down I think you go to wifi Settings I'm the wifi Settings right now yes on wifi of right settings right now you can see there your uh 2.4 and 5 gigahertz right okay Kelly yes and you have there the wifi name and the wifi password
40:00
Speaker 1
Oh screenshot? Sure. Hmm. Okay. Let me see. Okay. I got it. Yeah, I have it. Okay. So, just hit okay or cancel or. Okay. All right. Yes. Okay.
41:00
Speaker 2
Okay. Um, can Lily take a screenshot of this page, ma'am? Yes. Then make sure you save that barrel for your Wi-Fi. Um, just click on cancel. And then, yes, ma'am. Can Lily go back to connectivity and then you go to, um, local network again.
41:00
Speaker 1
Okay. All right. What's the DNS? Yeah. They're all static DNS are all zeros. Mm hmm. Okay. Oh, put a dot behind the eight. Okay. Yep, I've got eights in it. Yep. I've got eights. Okay. And it says applying changes, your router is applying changes. Okay.
42:00
Speaker 2
And then after local network, go back to on on DNS, static DNS. Okay. On the first one on the static DNS one, uh clearly erase zero then replace it with eight. So eight in each box. the that will become eight. that a that eight that eight. Now just put eight on the box. Then click on apply.
42:00
Speaker 1
is. OK, so, OK. it's still waiting. I mean it's doing it but it's slowly, router not found, retry. OK. It keeps saying router is not found. OK, well, now it's trying to apply it again, but it'll just hang on. OK, so I think it took it that time. So.
43:00
Speaker 2
Going back on the same page. Okay. Click on recharge. Can you please just close it, ma'am? Like click on the, okay. Okay.
43:00
Speaker 1
yeah I'm on I'm on connectivity on local networks and I think it finally took it okay what do you want me to check and see if it works okay go back Wi-Fi is not connected it just told me but are you sure you want to exit yeah okay whoo oops yes I'm sure okay um all right so now it said the Wi-Fi wasn't connected but let me check up where the Wi-Fi sign is it looks like we might have Wi-Fi but I don't know connected it says on the Wi-Fi yeah it keeps
44:00
Speaker 2
No, back under connectivity, check the TV right now. Check if you can, um, um. you chose connected.
44:00
Speaker 1
These these, uh, apps just keep saying that they're not connected to the Wi-Fi. I don't understand it. Let me try it again. Maybe maybe it just, but it's just like I don't know. We didn't have this computer or this TV up because we moved and we didn't weren't using it and now we're trying to get everything on it and and it says network Wi-Fi is connected. So let me just go back. I'll go to. Yeah. Okay. So I'll try one that no it's like frozen up. Hm. Okay.
45:00
Speaker 2
The same thing. Wi-Fi is connected, right?
45:00
Speaker 1
Let's see if I can get to an app. we can, I mean, last night I could use it on certain ones. I could use it on Paramount and I could use it on Prime. So it's certain apps that say that. And then others are fine. So I don't understand why that would be. They're telling me to check our internet connection and that they and that they won't play cannot play the video. That's the other arrow.
46:00
Speaker 2
So when was the last time that you're able to use the internet on this TV, ma'am?
46:00
Speaker 1
I'm getting can't play the video is on Apple. It shows me the trailer for whatever we want to watch, but it won't start the movie. So everything looks like it's going to start just perfectly, and then the movie won't play. It says, can't play the video. But on Prime, and on Paramount, it works, and on Disney Hulu, it works, but I have several that it's not working on. Right, there's certain apps I can play. But we can't even yeah, I can't even get to we have YouTube TV, can't even get that to work.
47:00
Speaker 2
That's on what app, ma'am? So other apps ma'am? No problem. Correct. Like on Prime. Again Prime
47:00
Speaker 1
but Prime is working fine. I have it on right now. Yes, yes. I don't understand why certain ones are locking me out. Do you have any suggestion? Right. Right. So it's not. So, oh and we are connected and we can use certain things. But why would it lock out some of the things?
48:00
Speaker 2
And it can play any videos right or movies. Because if this TV right now. Mill, is not connected to the internet, all of your apps doesn't really work like the Prime that is working right now. And you've mentioned Disney also works right? Um Yes. Um This could be possible with a I'm not really sure with it ma'am because um possibly it could be a TV um like possible softwra or could be firmware of the TV.
48:00
Speaker 1
so it isn't your firmware. Okay, so I have a question. So, is there a firmware update for your Linksys that I have that may need to be... and there... Okay, so it's on the latest version. Okay, that's what I needed to know. So, most likely, even though some of the others lag a little bit, that probably has to do with speed, right? like, of how fast we're getting the internet into our house. But I'm, but this... but then this, this app thing is more likely... [silence]
49:00
Speaker 2
Because, again, ma'am, if it is... No, ma'am, because if, the internet is the problem here is, you cannot really play any app on the TV, like you cannot really play videos, like on Prime or on Disney. I check it already, ma'am. It's already on the latest. Yes, yes. Yes, ma'am. Could it be possible back up, a problem?
49:00
Speaker 1
um also the the TV itself okay all right all right thank you very much so I can just um yep thank you bye okay okay okay so on the Google Play Store okay okay uh-huh okay uh-huh
50:00
Speaker 2
yes. You're welcome. um, is there's an internet. You may try to check with Samsung man if there is in firmware or or updates on your TV. Why is it it won't allow you to play other app. Okay? might be also that or you may check that app on the Google Store if possible there is an update. Okay? because um, all right, but before we uh, okay, yes ma'am, yes ma'am. Because um, if you're going to check it on the account there is a like um, show you what are the apps that installed, check if that particular app has an update. Okay? All right. And before we um, and ma'am, can we go back to the um page of the router?
50:00
Speaker 1
Sure. Yeah. Okay. Inactivity or what? Yes. Uh-huh. Yep. Okay. Oh, I see. Uh-huh. Okay. Okay. Just a minute here. What are the other apps that won't work, Colin? [silence]
51:00
Speaker 2
Okay. And then after that, do you still have the connectivity, right? Yeah, connectivity and then local network? So under the static DNS one, ma'am, kindly change it back to zeros. What we did there was just an isolation. So set it back all to zeroes and then just apply and then okay after. Aside from the Disney Prime, ma'am, what are the other apps? That will work.
51:00
Speaker 1
Oh, that will work. Um, Paramount plus. Um, Hulu and Disney will work. Um, regular YouTubie. No, YouTube will work. Um, and Starz will work. And HBO Max works. So I'm not able to get Netflix or Apple TV. Or YouTube TV. It says router not found, retry. Okay.
52:00
Speaker 2
okay. I guess we'll just retry.
52:00
Speaker 1
I'm not getting anywhere. Oh, it went away now. Okay. So, it's I think, okay now again. It's it's zeros. Okay. So, it I think it did take it. Uh huh. Okay. All right. Well, thank you for your time. I appreciate it. We we just weren't sure what was causing.
53:00
Speaker 2
Can you see what's on the screen right now? Yeah. Mhm. Okay. You may also try to, um, l-l-l-sign in or sign out with your account on Netflix, ma'am. Okay. And also try to, um, uninstall, um, re-install the app. Okay? Mhm. You're welcome, ma'am. You're welcome.
53:00
Speaker 1
All right, thank you so much. mm-hmm, bye. Okay. All right, thank you so much. Okay? Okay, bye-bye. Bye.
54:00
Speaker 2
Okay, yes, ma'am@ ma'am. You're welcome. You may, um, check our website for updates, support.lenzoys, .com and just give us a call anytime, if you need assistance on your battery, ma'am, okay? Okay@ ma'am, you're welcome. So thank you for calling Lenzoys@ ma'am now, ma'am. Bye. Hello, ma'am.
54:00