Speaker 1
Hi, Char. I had a problem with my ISP Modem last week and they've just come and they came and replaced it. Now last week when I was working with you guys to troubleshoot, what the problem was, we went through a process of resetting all of the nodes on my network. I've got and so I need some help setting it back up because when I connect the nodes back up now in setup mode, they're still displaying a solid red light. So maybe I'm not doing something correctly, but I need some help with that. I've got a reference from last week if that's any use.
00:00
Speaker 2
Welcome. To Links' support. To assure quality, service. Your call may be monitored. Please remain on the line for assistance. Customer. Hello. Hello. Thank you for calling Links' technical support. This is Charm. How can I assist you today? [silence] [silence] [silence] [silence] [silence] Communication. [silence] Communication. Communication.
00:00
Speaker 1
Yeah, it's 133-268. Sure. Oh, maybe Oh, this one's showing it's connected now. Oh. Uh-huh. Maybe? Oh, this one's showing it's connected now. Oh.
01:00
Speaker 2
All right. Can you provide a ticket number? Do you have the ticket number of that one, sir? Got it. Let me pull up. Please bear with me for a moment, sir. Let me... That's open to him. How did that do? California. There's a...
01:00
Speaker 1
Uh, five. Yeah, and it's gotta, so I've just realized that whilst I've been talking to you, um, it's now gone solid, um, blue, so that's a good sign, right? So, okay, so it's already connected. To what? Okay. All right. Okay. So now, what I need to do is, in the app, do I go to troubleshoot? Or do I go to replace notes? [silence]
02:00
Speaker 2
uh, yeah. sorry I see a here. and I just to confirm sir, um one, how many linkses nodes do you have? five. and one of the node is already connected to your modem wired directly. mm-hmm. all right they what app work? yes, it means it's already connected um it's already connected to your modem sir and have tried to check or connect any devices to the default SSID of that router and see if the internet is working. [silence]
02:00
Speaker 1
Do I go to replace notes in the app? No, well because everything was reset. So, because when I called last week, we went through and pressed the reset buttons on the on the notes, so my my my network, the one that I originally had is not there anymore. So, do I have to go through and set up as a new new new network? Okay, so, right, one minute. Additional power, make sure you're connected. The node is sold. Yes, it is sold. Now. Okay. Okay. So, it's a solid blue light and I'm on the app screen where it says getting connected. Okay. We couldn't find your router. Tap the box. It saysGetting connected.
03:00
Speaker 2
all right so you want to add the nodes I hear right. Yes, you need to set up a new network sir.
03:00
Speaker 1
Keep your phone near the router. Make sure the router's light is solid. Blinking means it's still starting. It is still, it is solid, right now. and then search again. Yes. Well, I'm going to need to set up a new parent node. So this is this is actually a child node at the moment that is connected. but because I can't remember which one, because I've I bought them all down together, I don't know which one was the primary node or the parent node. So I've just plugged one of them in and I think it's the child node.
04:00
Speaker 2
And just to make sure, sir. Your phone, is it connected to the default WiFi name of the main node or the parent node? Either of them, either of the nodes, sir, could be parent node. So since one of these nodes was already connected, so this, yes, you can make it as a parent node. And since the light status is solid blue, then try to connect your phone on the default WiFi name.
04:00
Speaker 1
yeah, so the, the setup, right? The setup, that one. Yeah. Yeah. so I've connected, so on my device, on the Wi-Fi, I've connected to the setup, right? That one with the password. I've already done that. So, and on my phone, my device is showing that it's connected to that setup. Right? Then I go back into the app and then it says make sure everything is finished. Right. The light will blink while starting up and then turn solid when it's ready. So the node is solid now. So I'll press the get connected, and then it keeps coming back with getting connected. Keep your phone near the setup. I am literally inches inches away from it, and it can't find it. We can't find. We couldn't find your router. Tap the box to complete. Keep your phone near the router when you're setting up. Make sure the router's light is solid. Blinking means you're still setting
05:00
Speaker 2
of this note that is connected to your modem, yeah. Yes, man. I guess so. You can find it under the router, printed on the sticker. [silence]
05:00
Speaker 1
It's not blinking anymore. Other reasons a router can't be found. Your router belongs to an existing network. If you're trying to add it to a new network, factory reset it. Okay, so do I have to factory reset it? Press and hold. No, no, not this one. I don't know which ones are reset. Okay, so should I hold it down for ten seconds then? The reset button, right? Okay, yeah. Guh.
06:00
Speaker 2
No need, sir, because you've already, uh, reset that one, correct? Yes, sir. However, just to set the proper expectation also, sir, um I already pull up your record here and just to confirm, I'm, speaking to Prakash. All right. And the model number of your device was, um, I mean is WHW03. So, so with this model number that you have, sir, it is not supported with the Linksys app anymore. So, if you want to access it, you can access it locally.
06:00
Speaker 1
Oh, okay. Ah, all right. So I need to get a laptop. That's what you're saying, right? Okay, right. So let me go get a laptop now. Okay. But again, it's still connected through Wi-Fi, right? On the laptop, I can do that. No, I reset two or three of them, but not all of them. So I don't think I did this one, the one that I've just reset. So, okay. I've just restarted it. It's in the setup mode.
07:00
Speaker 2
you can log in using your other password but you cannot set it up using this um Lynx 10 app yes sir yes sir and also suggest to confirm when you do some troubleshootings with um last week did you use reset all the nodes or only the main node uh huh nice
07:00
Speaker 1
I'm going to disconnect it on my device because you're saying I can't use my device, right? so disconnect there then look on my Wi-fi I need to wait for it to go solid blue again, do I? Yes yeah, it's blinking yeah okay yeah, 'cause it's not showing up on my laptop yet uh, so that's why when I plugged in the original parent load, 'cause it again, now it's magenta. But
08:00
Speaker 2
Did you press the reset button already? All right. So what's the light status now? Is it fading blue? Yeah, the light status should change to a magenta circulaer or a solid pinkish red. There is an easier way for you to configure this one or to set it up. You just need to press the reset button. [silence]
08:00
Speaker 1
Yeah, okay, so, but you don't want me to connect 'cause it's now showing, it's showing as Magenta, and I'm now connecting it to the Wi-Fi. The link is uh so you don't want me to do that anymore. Okay. All right, so press it five times. So, yeah. So press, release, press, release. Okay, so now it's blinking flashing red, and then it's gone back to [ silence ]
09:00
Speaker 2
press and release, press and release. five times and wait until the light changes to solid blue. wait 3 to 5 minutes. Can you help with that change? we can access it later on sir if you want to change your Wi-Fi name and password but the easiest way is the five press. let's try to do it. So, can I? yes. press and release. yes. for five times. not too fast and not too slow. Um
09:00
Speaker 1
Magenta, magenta. Oh no, it's flashing orange. It's always doing all sorts of colors. and why, okay. Okay dokey.
10:00
Speaker 2
All right, let's wait here for about three to five minutes until it's done communicating with the modem. All right. Okay, one moment here. [silence]
10:00
Speaker 1
huh hi. yeah. it's solid blue. but I can't the network's not coming up on my laptop. the only thing that comes up on my laptop is Velo set up 09 F which is the Velo. yeah. it's the same as the node. yeah. uh, oh, so you're saying connect to that, sorry, on my laptop, right? Okay.
13:00
Speaker 2
Yeah. Oh, sir. Yes. Can you tell me now, what's the light status? Is it still blinking? Nah, go away, then the network. All right. So, since it's solid, it means it's already now connected to the network. Kindly open or access any websites and see if your internet is working. [silence] Did you try to check it under the nodes? Nah, yes. So what's the Wi-Fi name showing on the nodeser? Yes, sir. You need to connect. Yes, sir. [silence]
13:00
Speaker 1
Okay, sorry, one minute, uh, okay, it says connected, secured. Okay. Now what should I do, sorry? Now go to any website. Yeah. Yes, it's working. Very slowly, but it's working. Yeah, to what I have before because I've got a lot. So when I change the WiFi name, cuz the other, I have smart devices that are connected, uh, so will it connect, cuz I wanna, I wanna keep the same, so I don't need to reset all of the devices back up, right? So I want to use the old name and the password.
14:00
Speaker 2
All right, open any website. Yes. All right, let me see if the internet is working. All right. So, since it's working sort of then, you can now add the other node and try to open the browser again, and we'll access the router settings. Do you want to change your WiFI name and password? Uh, it may or may not work, sir.
14:00
Speaker 1
Okay. Yes. 192.168.0.1? Yeah. Okay. 168.0.1. Right? Oh, 1.1. Sorry. 1.1. Okay. It says, not secure. Why am I getting a... uh, yes. Uh, continue, okay. Alright, your connection is not private, so click on advanced and then proceed, right? Okay. Okay.
15:00
Speaker 2
[silence] Yes, you can use the old Wi-Fi name and password. Okay, so open the browser and then type in 192, that 168, that. Yes. Um, only the 1.1. Are you using a Chrome? Uh, yep, continue. Yes. Yes, sir.
15:00
Speaker 1
right so i'm on it's waiting sign in right okay so it says access develop route or password uh huh okay yes right i have a dashboard now uh huh and then there is under wi-fi settings there is develop set up there is the passwords for each of those it's got 2.4 gigahertz 5 gigahertz oh no wi-fi setting sorry on the left hand side sorry okay i said sorry okay
16:00
Speaker 2
input admin or lower case. All right. So you're ready on the dashboard? Yes, sir. And you can just go to the Wi-Fi settings. Then yes. You can change the Wi-F
16:00
Speaker 1
Okay, so change it. Now, can you just help me understand? There is 2.4 gigahertz. There's 5 gigahertz one, 5 gigahertz two band. So do I change it on all of them? Okay. And what- can you help me understand what what is the difference between them all and why I why would you keep them separate?
17:00
Speaker 2
You can use the same Wi-Fi name and password to all of them, if you want, but if you want to separate the planner so that you will know, uh, which band your devices are connected, then you can just add an extension after you create a name. Just like underscore 2.4 or underscore five. And if you want, you can just use the same Wi-Fi name to all. Yes, Sir, there are some devices that are not capable to the 5 gigahertz man. The router name, would you leave it as it is?
17:00
Speaker 1
Okay. I'm just trying to find the old password. If you just give me a minute, please. I'll just check.
18:00
Speaker 2
they're only capable to the 2.4 network, they cannot connect to the 5, so that's why you need to separate the band, and also the 2.4 have a wider coverage, while the five gigahertz has a strong coverage, however a weaker coverage, I mean it's not like the 2.4 one that have a wider coverage.
18:00
Speaker 1
Okay. Hello. I've got the password details again. I'm just updating them into all of them. The trophy. Uh,
19:00
Speaker 2
$50 to $70.
19:00
Speaker 1
copy that paste it here. test it here. then update the passwords on all of them. [silence] OK, and then just hit the apply button.
20:00
Speaker 2
Something amazon. Something Amazon. Tencent, Palliant, Equities, Krug container. You love what? Yep. Check. Is that what you got, didn't you? [silence] Yes sir.
20:00
Speaker 1
Okay, changing your Wi-Fi. So it will display all devices including this one from the router. Simply reconnect the devices using the new wireless settings and above your. Okay. You click yes. Applying changes. Your is applying changes. The action you perform may cause all devices to briefly lose connectivity. This may take a few minutes. Okay. So, I need to wait for that to complete. It says router not found. You are not connected to the router. Oh, okay. Oh, yeah, it's come up. No, no, no. It's come up now. Connect.
21:00
Speaker 2
like. [silence] Yes sir. [silence] All right. [silence] Since you change your Wi-Fi um settings sir, just go to the settings um on your laptop and connect to the network that's right there. Under your the wi-fi. Okay, so since you were already connected, sir, and already changed the Wi-Fi name and password. And the next thing you need to do is you can now add the child node. Just move the child node closer to the main node, like about three to six feet away. Right. You need to move or grab the child node and move it closer to the main node, like about three to six feet away for you to connect it to the network. Yes, sir, it is now the parent node. [silence]
21:00
Speaker 1
open up another one. I need to get another power supply. One minute. Okay, I've plugged in another node, uh, it's flashing blue, right? Okay. And then, so what I do with this one, I will then need to do with all of them, right? Is that right? Uh, okay. So, if one of them was one of the ones I've reset, the procedure that you'll now take me through is I can use the same one even if it's reset or not reset, right? Okay. Thank you. I'll just wait then.
23:00
Speaker 2
Yes, sir. So, if you plug in the nodes, sir, first, then plug it in a node. You need to wait for about two or three minutes, because the device is starting up. Yes, sir. Yes, sir, that is.
24:00
Speaker 2
Yes, sir? Yes, ma'am. Oh, I see. It's all the red. I think you reset already this device, uh before. All right, so, all right, see sense light is solid, red, sir. What the next thing you need to do is just like you did earlier, do the five press on the main node. For the status, sir? Yes. No, sir. So, if you want to connect the child
25:00
Speaker 1
OK. OK. And keep this one as it is, right? In red. Yeah. yeah. it's not magenta. it's red. but, OK. so, one, two, three, four, five. OK. OK. [silence] now the child is flat.
26:00
Speaker 2
uh... you need to press the reset button on the main node always uh... uh... applying you need to press it five times not too fast not too slow Yes, sir. uh magenta or a pinkish red. uh... if it will not connect to the network or it will not respond then we will reset this um node
26:00
Speaker 1
flashing red or flashing magenta and okay. Okay. Understood. Thank you.
27:00
Speaker 2
All right, so let's wait here for about three to five minutes. So, every time you add a child node to her, once the light status is on ready for setup mode, it's magenta or solid pink. You need to press the reset on five times on the main node always, and wait for about three to five minutes because they are communicating to each other.
27:00