Speaker 1
[silence] Yes, good afternoon. I I've had some problems with my um my app and logging in to the to the Linx's hub. I got a new phone and uh it's got an I had an old um email address that I don't use anymore as part of my ID. So I'm starting it so I'm trying to start a new account with the current email address but it's not finding any of my equipment.
00:00
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. Thank you for calling Linksys. This is Eppy. How can I help you? Oh, I see. Okay, so you wanted to set up a new account.
00:00
Speaker 1
yes. I'm using an mVX7000 as my my parent. And then for the the child nodes, uh, what are they? the let me look at them. Let me look at that model number here. They're they're a little bit older. One moment, please. So I have two child nodes and they are the mX5300. So I went in and and started the the new account, log in, and it's asking, uh, it's asking me should I so, so add. So I was trying to put an existing router. I am using the uh that's what I'm using is the app. Okay. Okay. Okay so I'm on the Linksys app that's what I'm using on my phone. I didn't see that let me let me log out of it and then try that again because
01:00
Speaker 2
yes, okay, you can actually use the linksys app for okay, I'm just as such expectation here. Okay. Yes. You yeah, you can still use the linksys app, but you can only access it locally. Okay. The linksys smartwifi page or website is no longer available. So you won't be able to yeah, use the remote feature of that linksys one if like it's no longer available. Okay. But yes, if you have an option there, log in using the router password, you can choose that option.
02:00
Speaker 1
so I'm logging out it it went right into this other so okay I'm so sorry yes it's been working it works seamlessly the only thing happened is I got a new a new cell phone and when when I transferred all my data it didn't transfer the passwords and I must not have had that one written down I had it stored into the app and it's not one that I use very often so I didn't know what it was when I tried to find it I have an email address that I don't use anymore so I can't get any notifications back from it so I'm kind of dead in the water I have to start a so I have to start a new app so I'm starting a new account with the current address my current email address right okay go
03:00
Speaker 2
Is your router already set up sir is it already set up mhm yes so yeah actually I was wondering
03:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay.Okay. Okay. Let me, so. [silence] So it's already using a linksys product and it says login. So just go ahead and click the the blue login key. Okay. So it's going email address and pass. Oh, it says router password. Okay. [silence] (Computer sound) [silence] Okay, got you. Okay, email address. Okay, email address, password. So, the initialization level. Okay, go to, go ahead. Click check. Okay, okay, [silence] [silence] Okay. Okay. Okay. Click log into link sys. Okay, just hit accept. [silence] [silence] Okay, it checks the IP. Okay, so website password is easy, password is easy. [silence]
04:00
Speaker 2
would mentioned earlier since the the links this Linksys Smart Wi-Fi website is no longer available you won't be able to create on an account anymore. Okay? So you can still log in using the links to this app but using the router password only. So once you open the links this app um just don't use the username and password of your links to Linksys Smart Wi-Fi account. uh you should have an option there login using router password instead. Okay. are you sure when you open up the links yes That's it. Yes. log in as [silence]
04:00
Speaker 1
I am, it is, yes, bam. That's correct. Okay, so it's still looking for the router, so, and it says open up your phone's settings and find the, but it's already, it's already done that. I'm, I'm already connected to my, I'm connected to the the wi-fi pass, I'm not connected to the router on my cell phone, I'm connected to the to my wireless network that- which has a different password than my router, right? So what is it looking, so what is it looking for? Pardon me. [silence]
05:00
Speaker 2
So make sure that you are connected to your network [silence] So sir, by the way, I just pulled up your record [silence] This is Victor Lundberg, right? [silence] And the email address is VI@Lundberg@gmail.com [silence] That work? [silence] Yes. [silence] Yes. [silence] The router password is different from the Wi-Fi password [silence] The router password is different from the Wi-Fi password. [silence]
05:00
Speaker 1
Uh, yeah, they're different. So it's looking for the router on my, on my network, that's what it's saying. And then it says, open your phone settings and find and tap on the Wi-fi. I've already done that. Okay. So let me go in here. It says Wi-Fi and it shows it's connected.
06:00
Speaker 2
[silence] yes [silence] can you try to close the app and reopen it? because the app, once you reopen the app,
06:00
Speaker 1
Okay, so I closed, actually I closed all the apps that I had in, in closed everything. Okay, so I'm opening up the Linksys app on my cell phone. logging in. looking for your router on your network. So it's giving me connect to your router Wi-Fi. Open the phone settings and tap on Wi-Fi. Number two, on your Wi-Fi list, select the router's Wi-Fi name and enter the Wi-Fi password. Okay. No, it just, so as soon as I've clicked on log in with the router, it comes in to that. Open them, open the phone settings. I'll be silent a just a sec so that I can tap on Wi-Fi.
07:00
Speaker 2
and you're connected already to your network, that should find your existing network. And you can go through those. You don't have any other options there like manage Wi-Fi settings or something. how about if we try to turn off, okay, just close the app. Turn off the turn off your Wi-fi. Try to disconnect from your network and reconnect to it. No, turn off the Wi-fi on your phone. Toggle the off option and then turn it back on. And then, uh, yeah. Yes. Um, disconnect, disconnect from your network and reconnect. Then, uh, after you're reconnected, uh, open the Linksys app again. [silence]
07:00
Speaker 1
Connecting to the network. Okay, it says it's connected. Opening up the link system app on my phone. It says, are you already using Alex's product? Log in. So I'm logging in. Okay, it's looking for the routers on the network. And it's going, the first thing it says it says on the same thing. Um in white. It says number one. Open your phone's settings and and and tap on Wi fi and then select your router's Wi fi name and enter the Wi Fi password. So mmh mmh mmh Okay.
09:00
Speaker 2
Okay. Can we try to do that, sir, just to go back to setting and then disconnect from your network and reconnect?
09:00
Speaker 1
Doing that right now. It's in the off position, so my Wi-Fi is turned off on my phone. I turn it back on. Searching for available networks. It sees that this has developed. Uh, uh, uh, um, sorry. I can make like add a network, is that with the? Yeah, it's connected to that. So, I have that set for an auto-connect, right? So automatically connects to my home Wi-Fi. And it doesn't see any other available networks in there except the Velop Guest, Velop Setup AB3 Guest. So there's a, so I came up with another, uh, network on there.
10:00
Speaker 2
[yay] should be your main network [silence] yes it should be your main at work connect to the main at work okay and then after it reconnected can you go back to the app and check if what's the message
10:00
Speaker 1
Setup ABC 3 that's zero. Is that important? I don't know. No, it just says setup A I B three. That's the name of the of the router. Vellop setup. And then it has a password behide it, which is S U F A G E F 61YFS. So I can see that. There it has guest after it. So it has the currently. How's the. Are you. It has its name. Okay. Yes, I have, and it has a name. And that's what I'm set up for. Yes ma'am, exactly. I can [silence] for the router and the network. That keeps coming back into that. Yes. So I closed that mess.
11:00
Speaker 2
we should be, we should be connected to your main network, not to the guest. So you've already set up a network, right? Yes, yes, and that's where you're connected. All right. So after you, after it's reconnected to your network, can you reopen the app and check if it detected the router? [silence] did the message, to that message. [silence]
12:00
Speaker 1
I'm gonna try. I'm gonna tap on that router password again. That's the one that's grayed in. It's grayed out, rather. So it's looking for the router on your network. And it keeps coming back to the, to this connect to your router's Wi-Fi. Okay. Okay. [ silence ]
13:00
Speaker 2
Yeah, 'cause actually Sir Victor, yeah, so we, we, uh, we've been having, um, issues lately with the, with the Link Switch, uh, Linksys Smart Wi-Fi app, okay, um, yeah, 'cause again, uh, they've, uh, they've been, they've been having some updates with that. Okay? Um, so for now, okay, we're, we're not, we're not using the Link Switch app. Okay, some, some of us are not using the Link Switch app because, uh, again, uh, some issues. And they've already discontinued the Link, the Linksys Smart Wi-Fi, uh.
13:00
Speaker 1
Say that again, so it's too fast, so we're looking at http is she be able to do it go ahead. What's the so what is the the rest of the rest of it? Uh huh? Okay. Okay. Let me see if I can do it there. myrouter dot info.
15:00
Speaker 2
my router my router.info don't worry sir victor because we will actually report this to our team okay so they would be able to um replicate this
15:00
Speaker 1
It's on the, it's on the bottom, on the. Okay. I'm writing it down here so I can take it over to the workstation. I do. Kinda think I'm looking at buying another one. That's why I wanted to make sure I had my had my App up and running cuz I've always had to use the app to install another another node. Now I'm having problems with it so I was trying to be diligent before I
17:00
Speaker 2
Yeah, okay. It should be the Wi-Fi password at the bottom of the main node, sir. So all in all, you have three nodes, right, sir?
17:00
Speaker 1
I bought it to have all having having having access like I can do that. Okay, let me go ahead and sign into the access the router with this router password. Okay, that's good to know. That's good to know. Yeah, so it's not it's not liking it though. So I'm gonna look at no. Yes. Yeah, I saw that too. [silence]
18:00
Speaker 2
we have limited this app, okay, that's why we always use this uh web interface, this is the router page the configuration page of your link. It doesn't accept it? All right, do you have the option to reset the router password there? Okay, just click on reset password, it will ask for the recovery key and that is underneath the menu.
18:00
Speaker 1
triple 0 5 6. Okay, so it says, create a new admin password and hint. So I'm going to put -- can I go ahead and put it back to the standard one that's on the on the name tag on the -- on the router? Can I, can I put that? Okay. Because I would rather -- I'd rather -- right. Sure sure sure, sure sorry, sorry, sorry, sorry. C 668. Thank you. Admin smiley face. Name of it is Home My Voices, that's H O M E comma my, that's M Y, comma Voices that's V O I C E S, you all just underline them, you see, just provide, that's all and you hit the button. Okay. And hit okay button. Okay. Uhm.
19:00
Speaker 2
Yes, you may try that if it's going to accept it. Because yeah, I think it has a standard it has a standard password at least 10 characters, no repetitive numbers or letters.
19:00
Speaker 1
Well, that isn't that special. The new admin password, uh... Well, that should be fine. Reset. But it doesn't like it. Password must have 10 characters and one number and has those all checked off. So the only thing it just won't let me just gonna put the H in. It doesn't let me do that. It's being very uncooperative. I'm so sorry. Ah. So that I mean I'm gonna have to change it. All right. I'll change, I'll change the password. Password must have 10 characters.
20:00
Speaker 2
No, no problem, sir. Okay. So are you able to login? It says, yeah, it says the smart Wi Fi tools, right? It says the links to smart WiFi tools. Yes. Okay. So, yeah. So, if you want, um, actually, the, the there are options on the left side. So, you device list, you would be able to see the devices connected. And uh, can we click on C A down at the bottom right, there's actually C A option. beside privacy policy. Now, yeah, try to look at the bottom. It's actually the letters are small. Yes, beside privacy policy, do you see their C A?
21:00
Speaker 1
[silence] [silence] right there. [silence] Yes, ma'am. [silence] Got it. coming up. [silence] file. [silence] Okay. Yeah, [silence] looking at it [silence] So it has [silence] it has a 2.4 GHz, a 5 GHz, a 6 GHz band set up in there. [silence] So,
23:00
Speaker 2
Yes, click on it. Okay. All right. So now, once you click C Acer, if you go to Wi-Fi settings, that's where you see the network, your Wi-Fi name, and as well as the Wi-Fi password. So that is where you change the network settings. Yes. Below troubleshooting, it's actually below troubleshooting on the left panel. Yes. Yes, if this is, yes, this is Tri-band. So, you should, it should broadcast three networks. Okay. So you have the option to select which one to broadcast by default. The others will look like guests networks. [silence] Yes. So it will display only the first one as the main network, which is 2.4 gigahertz. [silence] Yes, yes. The others are just satellite networks, which ideally should you put on different channels? [silence] And there is a way of boosting the signal without interfering between the three networks. [silence] And one way to do it is by creating different SSID numbers for each of them, of the three bands. [silence] Yes. Easiest way to do that is to go into the wireless settings, then LAN, then Virtual Network settings, and then Virtual Network Settings. Then you have the management network and the original one will be display up first one. Then if you, um, you can add two more virtual networks you're using there. [silence] Yes. And if you would like to expand on the security, then probably you could do, maybe you could share this website, and you could have other security. On that website, you could add more securities to your network. And you could find that in public Wi-Fi and in internet security. All right thank you and goodbye.
23:00
Speaker 1
Yeah, I did. yeah, sure. I ran into that where some of it's still only wants to run on the 2.4. Some of the older devices. Okay. So I think I'm okay here. So this, I'm going to, I probably should sign this. Yes, sir. all the way out. when you say cancel the screen, you mean shut it, shut it off, turn it down, click out all the way. Oh, yes, ma'am. Yes, ma'am. I do see that. Thank you. Okay. Okay. I'm back too.
24:00
Speaker 2
[silence] Gateway supports, support 6 GHz and it also doesn't support 5 GHz. Yes. Yes, correct. So for you to add the nodes there, sir. Yes. For you to add the nodes, um yeah, just cancel that screen. Okay, so you can get out from there. Yes. and just cancel the Wi-Fi setting. Cancel it. Do you see cancel below? Or okay. Just press okay.
24:00
Speaker 1
Okay. okay, okay. Yes, ma'am. Okay. Okay. okay, I think I can do that. I'll give it a whirl first, so I did a little more research on the Nodes that I'm looking [silence]
25:00
Speaker 2
Yes, that's the home screen, yes. Then go to connectivity. So I'm just, uh, yeah, walking you through here in case you want to add the node, yep. So you can go to connectivity and then beside administration, there's CA router setup. Then you should have an option there to add wireless node or add wired node. So if you have the new child node, then you can always select add wireless child node. So just make sure that the child node is at least five to six feet away from the parent node so you would be able to pair it.
25:00
Speaker 1
thinking, you know, at, uh, purchasing, [ silence ] and I think, I don't know if I was hearing you earlier this morning or not. [ silence ] Um, the was, the two recommendations were the MX-6200 and the LM1600. After doing the, a little more research on that, uh, it became apparent to me that the LM1600 is probably my best option for this network. Are you in agreement with that? Okay. [ silence ] Okay. The other part of it was that I should set the this new. So if I buy a new LM1600, I should leave that as a child node, not try to make that the parent node. [ silence ] Correct? [ laughter ] Do you have the new and [ silence ] Yes. [ silence ] I should connect [ silence ] the new
26:00
Speaker 2
Well, the devices are compatible, okay, they should be able to talk with each other, so that's not gonna be an issue. Yes. the LN 1600, um, let me just, [silence] the the LN1600 if you already had set up the [silence] the the parent node through with the child node and if you want to add another child node, then it would be better that you set it up as a child node. because then if you're going to set up a new parent node, then you have to start over. Yeah. Yes. You can actually add it to your favorites. Mhm. Yeah, so with regard to the linksys app, we apologize for that too, sir Victor. And no worries, we will report this.
26:00
Speaker 1
okay. Okay. Um, and I'll do that so one last question there. So I use a VPN. I use an ExpressVPN, um, kind of just like, you know, for all the security reasons that we're at, you know, that we should be using them more. So sometimes if say that again then. [silence]
28:00
Speaker 2
This to the team and we will try to replicate this. Coz uh we've been having um some issues with that, so we've received um uh yeah, we've received a lot of calls with regard to the Linux app. Cuz normally, once you once you had set up the router already, the app should the uh once you open the Linux app, the app should uh detect your existing router and that should add it to the to the system. Okay, and uh yeah, that's it. You'd be able to log into it right away. So I don't know what's uh what's happening with it. Yep. Hm. Mhm. Is it a software? Um, is it a software issue? Software installed to your computer? Yes Okay Sometimes we need to disable or turn off your VPN because it will block your access to the router Yes Okay Mm-hmm Sure And by the way sir Victor I'm sorry I wasn't able to get the serial number of your parent node This is just for documentation
28:00
Speaker 1
I mean, of course, of course, of course. So, this is the MBE 7000. I don't know. I bought it from you guys back when you did that. probably a year and a half, two. Maybe it's two years old. Maybe it's two years old. I don't know. I think so. Maybe. I'm not a hundred percent sure. Okay, are you ready? 59Alpha10Mike2BravoDelta00415. [silence]
30:00
Speaker 2
So can I have the serial number please? Underneath it there's actually a serial number and uh this is the uh, yes, it's the MPE 7000 and when did you purchase this device? Mm, like uh just an estimate. Um is this uh around two years 0?0? Okay, all right yes maybe I can I can search for for it on the on the on its serial number so can I have the serial number? Yes, go ahead please. Okay.
30:00
Speaker 1
[silence] So how old is it? Because I didn't know. So when? How how old is it? How old is it? It's just two years old. Rather about so. Okay. well well I like it. I like the the the links of systems that everything's always worked really seamlessly through here. Um appreciate one thing I really do appreciate is the uh the online help. Uh the the this uh the customer service has always been ridiculous good. Yes ma'am. Much appreciate. Thank you very much.
31:00
Speaker 2
Ah, yes. Okay. All right. Have the, uh, yeah, we have that on the record. Yeah, so thank you so much, Victor. Would there be anything else there? Well, actually, yes, the, uh, if, if we base it on the, the serial number, okay, um, the, the ship date was on, uh, year 2024. Yep. Thank you. Appreciate it. Okay. Oh. Uh-huh, yes, we're always here. We're always here, sir, if you, if you encounter any issues, sir. Yeah, so you can always give us a, a call back.
31:00
Speaker 1
Yeah. Well, if I have any problem starting up that that LN 1,600, I will do exactly that. Thank you very much again. You too, thank you, man. Bye-bye.
32:00
Speaker 2
Yes. If, if there's any problems. So, thank you so much, Victor. Okay, not a problem, you can always give us a call. Thank you again, Victor for calling, Linksys, sis is ap. Have a great day. Take care. Bye bye.
32:00