Speaker 1
Yes, ma'am. [silence] Yes, ma'am. Um, we have a VLOT system
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 depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Hello, thank you for calling Linksys Technical Support. This is Charm. How can I assist you today?
00:00
Speaker 1
[silence] And after uh, say a month. It goes in and it shows us that there is a zero for network, zero for nodes and everything. And I was just wondering if there's something that needs to be done to fix this problem. Like through the app you can log in and all you see is zero, zero and then it wants you to restart the network, and then if you restart the network from the app, then it goes wipes the the system out. I'm getting the uh, serial number on my first one. Okay. Let me get some light on it.
01:00
Speaker 2
mm-hmm. mm-hmm. mm-hmm.
01:00
Speaker 1
Okay, the serial number. Hang on just a second. Sorry. Okay, it's four, three K. 10 M as in Mike 2 7 B as in Bravo 3 2 1 1 4.
02:00
Speaker 2
Yes, please. All right.
02:00
Speaker 1
uh both it it does the same thing on both [silence] Yes. [silence] Because when, like I said, if you logged in via email,
03:00
Speaker 2
got it all right and when you tried to access your Linux app sorry did you access it using or sign in using your email and password or you sign in using the router password [silence] okay so I'll repeat the serial number that you provided to me and correct me if I'm wrong the serial number that you provided sir is four three Kay as in kilo one zero M as in Mary two seven B as in bravo three two one one three is this correct thank you so much for the confirmation
03:00
Speaker 1
email or either the router password. I have three nodes on it. It says there's no nodes and you can't do anything admin wise on it because it wants you to restart the system. Yes. Okay. all right. Okay deleted.
04:00
Speaker 2
but what's the light status of the main monitor Is it solid blue I okay All right try to uninstall and reinstall the app sir maybe there are some glitch on the app So kindly uninstall and reinstall the app [silence] All right
04:00
Speaker 1
Let me go to the app store and try to reload it. [silence] Yes.
05:00
Speaker 2
You're on the Linksys, right? I see.
05:00
Speaker 1
It's working. It's working. Yes. I also tried to Whenever I log in on the Wi-Fi and I try to do it like through an email.
06:00
Speaker 2
Okay. Okay, so it's just on on the app that it says zero nodes and and zero devices are connected. However, however, sir, um have you tried to open any application and see if your internet is working or or if it's online? All okay, it's working. It's just um it says um there are no no devices connected. Or no nodes. Mm.
06:00
Speaker 1
It won't let it talk to itself through the from the app because it's going to the router. It won't let it talk. So I logged in with the router password and it's telling me to restart network, but if I do it wipes out the if I do it from the app, it wipes out the the settings. because it's telling me that the internet is online but there's zero devices, zero nodes. guess what? Network is off. I did it. I did Zero devices, zero nodes, internet online.
07:00
Speaker 2
right I hear right okay so did you um reinstall the app sir let's try to access it again all right try to log in sir using the router password instead and tell me what you see on the page
07:00
Speaker 1
Parental controls is off, guest network is off, but the guest network is not off, it's actually running. I did log out on that page. okay. uh, login by email or router password. okay. Because for some reason if I try to do the email through the router, through the Wi-Fi, it won't, it won't,
08:00
Speaker 2
I see. And did you log in using the router password? Try to log out on that page. Yes please. And log in using the router password and tell me if it's still the same. Router password sir.
08:00
Speaker 1
Connect it's still telling me to restart router and zero nodes zero connected yes okay what am I looking for the network administration [silence]
09:00
Speaker 2
Okay. All right. All right. It says you to reset the router and you like in using your router password already, correct? Okay. Let me double check here. Okay. Let's try to access it on the browser. Instead, sir, using the router, I mean your router settings on the browser and let's see if we've got some error also. All right. You have a laugh.
09:00
Speaker 1
I'm just using my phone right now. Sorry. I have Safari opened. Let's see. Uh, I've got, you know, things going on. Sorry. I'm gonna try to restart the picture. I'm not sure if that's gonna work. I'm just gonna wait. I'm just gonna wait a little bit. Oh my gosh, this is a nightmare. Ugh. more
10:00
Speaker 2
all right on your phones we'll kindly open a browser. just close that up. no sir, open the app and open a browser like a Chrome or a Safari if you have. I see you I write on the operation bar, kindly type in 192. that one. [ silence ]
10:00
Speaker 1
192.168.1.1. The, uh, I, continuing. It's giving me the error message and stuff and it goes: uh, you go to Google Chrome, Mozilla, Microsoft or Safari, show details, visit this website. I'm trying to click on it, it won't let me do anything.
11:00
Speaker 2
Yes, this and enter. What can you see on the page? [silence] I show details. Please click show details.
11:00
Speaker 1
I hit continue, it's just trying to reload the 1.1. I'll get out my iPad.
12:00
Speaker 2
Can you see the continue to link to smart light switch page?
12:00
Speaker 1
Now it's telling me that Safari can't open the page because the network connection was lost, but it hasn't been lost. Okay. Trying something. Oh, what? Can you pull up Google Chrome? Yeah. Uh let's see, that was 1926.
13:00
Speaker 2
do you have a crumb um oh crumb [silence]
13:00
Speaker 1
Yeah. All right. I hit continue. Nothing pops up. even in chrome. You might as well say that that's gone. It's locked up in Chrome too. It won't load.
14:00
Speaker 2
Alright, so it's just buffering. [silence]
14:00
Speaker 1
It's giving me the error unknown issuer. It says what it looks like on Chrome. So I tried to reload. It says this site can't be reached. Sorry. okay. http. okay. I just did that and uh it's giving me the same thing. okay. All right
15:00
Speaker 2
All right. How about on the address bar can I type in HTTP? Yes. Column forward slash forward slash. Uh, no, sorry. It's forward slash forward slash Find router dot local. [silence]
15:00
Speaker 1
So do the h t T P S my router
16:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] yes, my router.local [silence] [silence] [silence] [silence] [silence] what can you see on the page? all right. so you are routed to the result page So you're using the Chrome G A R R U C C H.
16:00
Speaker 1
Yes. And it's saying your connection is not private. This is what it looks's like and and but it's uh it if I hit continue to go forward, it doesn't do anything. I just tries to read all back into the 1.1 Well anyhow, that's that's not working, um.
19:00
Speaker 2
Kex you be went? What did you type in against? HTTP colon slash slash correct? My router dot local. All right. So, you are routed to a connection not private page. Hmm. Did you click? Did you see an option there click advanced or an advanced option when you're routed to the warning page?
19:00
Speaker 1
yeah but it won't it just sits it's not actually actively trying to load or give me the option to visit the website i'm gonna try that now
20:00
Speaker 2
okay and you could you click already the continue to website how about access it on your Safari sir let's see [silence]
20:00
Speaker 1
I did not. I'm trying to, but it's giving me a whole bunch of jault. So, that's not working here.
21:00
Speaker 2
Did you access it already, sir, on the Safari? [silence]
21:00
Speaker 1
Say again. It carries me to a router, network.com, and it doesn't give me any it doesn't give me any. Okay, now we'll do that again. All right. HTTP S. Okay. Front slash.
22:00
Speaker 2
now what's the, when you try to access it, what is the error? When you try to access it on Safari, what's the error message? What did you um input on the address bar, sir? It should be myrouter.local. Not myrouter.com. Yes. HTTP, no S colon.
22:00
Speaker 1
No, it's just sitting in wait mode. life suck. It's not going forward. What's that? What device are you using? I'm using it not bad. Well,
23:00
Speaker 2
Yeah, my router that local and what device did you use, sir? Uh what device did you use? I bet that, uh, Yeah, my router that local and what device did you use, sir? Uh what device did you use? I bet that, uh
23:00
Speaker 1
it could Safari couldn't open the page because the server stopped responding [silence] via Wi-Fi. Yes. It's Motel, the refuge step.
24:00
Speaker 2
I see. All right. So when you access it on the Fire TV, it's just buffering. It doesn't give you any results. And your iPad is connected to the Linksys router. Good. Are you connected to the Wi-Fi let me tell you what's the Wi-Fi name are you connected right now?
24:00
Speaker 1
But if I go to the app and go in that way, then it gives me zero zero. No, devices zero. No, zero.
25:00
Speaker 2
Got it, all right, one moment here. Right, your phones are on the app. Did you close our? [silence] Right, your phones are on the app. Did you close our?
25:00
Speaker 1
I'm not using my phone anymore. I'm using my iPad. So, yes, it has the lynx Fix app also. I'm trying to get into it now. So, let's see if it is the same. Okay, even on the iPad, it gives me, zero devices, zero nodes. Uh, guest network is off. And it's telling me to, restart the router, restart the network. And if I go in here to try to
26:00
Speaker 2
Turn off your mobile data while you try to access the Linksys app.
26:00
Speaker 1
Okay, I'm talking to the, the, okay, I'm talking to the administration part, so I'm on the the hello, I'm talking to it, see, so this is the admin side from the app, and it's okay, I'm, talking to it, automatically updating firmware, nodes, it's, uh, it's just spinning, no, I, I, I used a, direct password into the router, uh, through the Wi-Fi, and the app. [silence]
27:00
Speaker 2
Okay, and you sign in using your email and pass-break.
27:00
Speaker 1
Where did I get it? I made it up. It's for the for the access directly into the router. It's a password that we put in. Are you wanting it? Is that what you're asking? Yes. And it's just sitting and thinking. It's just spinning. So it's not really doing anything. So.
28:00
Speaker 2
Where did you get the router password sir? Alright. So you set up a router password when you set it up before. alright how about this?
28:00
Speaker 1
Okay. All right, that'll take me a few minutes, that's in the back. So... It's okay, she can wait. No, just let her know that I'm gone. You know, I'll take the phone back up here with you. No, let me get one. Watch us, so I got to unplug it and then I'll plug it all back in. Thank you.
29:00
Speaker 2
try to power cycle the Lynx router and also the modem. Unplug both the modem and the router from the power source and wait for 20 seconds before you plug it back in.
29:00
Speaker 1
Um, he's, he's back in the back still, uh, so he'll be back in a few minutes. It just takes, it takes time because it's in a, um, in a small space. So he just has,I can see that, I can see that the network is off, so, so he should be back in a few minutes.
40:00
Speaker 2
Hello, sir. Did you power cycle the device already? I see. All right.
40:00
Speaker 1
can I come back in? Alright, I'm back. Let me try it again. So close the app and then open it again you said? Yup. Okay. [silence]
42:00
Speaker 2
All right, first close the app first and then open it again. Yes, first close it.
42:00
Speaker 1
Did you still give me zero devices and it's from me to restart everything? Zero devices, zero nodes. Okay. Okay. I'll just reset it and do it again. It's it's been a recurring problem and I called in worked on this a while back, but there's still no, there's still no resolution and it's still
43:00
Speaker 2
uh I see okay um there might be some glitch on the app right now, sir. So you can try to exit later. maybe after two hours or after 24 hours. And I will send you a link on where you can access your router settings using your computer or on a laptop if you have.
43:00
Speaker 1
Zeroes the zero devices, zero nodes. It wants you to restart the router, restart the network, and when you do that, it wipes everything out. So I'll just redo it here. Okay, because everything that I've tried in Safari and Google Chrome, and even when I do it through the email interface, I have to turn my Wi-Fi off to go through the email interface, but it still gives me the same thing. It doesn't, it doesn't show me the nodes, it doesn't show me the devices, and it gives me this, says there's a problem.
44:00
Speaker 2
Mm-hmm. So, yes, you don't need you don't need to reset or restart if your internet is working or online and it's doing good then you don't need to reset that one. You can just access the router settings on the webpage or on the browser. I will just send you the a link on where you can access it. [silence]
44:00
Speaker 1
Yes, the internet is up and running right now, but I just can't access the software to make changes when I need to make changes. I have to go and rebuild the system again and then and a couple of weeks, couple of months, it goes right back into the zero nodes, zero devices. And it's been like that since we've had the system, so I don't know. J.Sims. So J, S as in Sam, I as in India, M as in Mike, S as in Sam.
45:00
Speaker 2
But all the notes are working, correct? Have a solid blue light. If you got it there. All right, so Nor ease, I will send you the link on this one. Can you provide your email address? Mm Hm.
45:00
Speaker 1
at Quebec, as in Quebec, H as in house, as in Oscar, P as in Papa. ca Charlie Alpha. No, ma'am, it's, uh, our login for the router here is, uh, info at motel refuge. And that's through the app as well. I am Jerry Sims.
46:00
Speaker 2
Got it. Got it. All right. [silence] And also, so when you access the router settings earlier, what email address did you use? Is it the same email address that you provided to me? I see. Got it. An unbelievable? Mmm, I... [silence] [silence] Nithcem. Is it okay to [prud] provide your first and last name? Got it. All right. So, yeah, I will send you the link and [silence].
46:00
Speaker 1
Okay. All right, well, we'll be looking forward and I'll [silence] Okay. That'll work. For that, thank you so much. Have a blessed day.
47:00
Speaker 2
it seem to access your router settings and you can try to access that later maybe about 2 to 3 hours because there might be some glitch on the website right now or on the app. All right, so expect an email for me, sir. Okay. So I will send it under [email protected].com All right, thank you so much and have a good one. [silence]
47:00