Speaker 1
welcome to welcome to Welcome to. hello hi yeah I'm trying to connect uh my router to the app and it's not detecting it. Um so the router is up and running and it's powering our Wi-Fi network. It's working fine. I just want to make a change to it but when I use the Linksys app it can't find it. I think this is the first time. Yeah 785 5
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 Karleigh. How may I help you? Okay. Um-hum. Okay. Before we proceed, let me just create a record for this. Have you called Linksys before or is this the first time? Okay. Can I have your phone number?
00:00
Speaker 1
34 4-0-0-7 Craig Gansfield. yeah, you got it. yeah, that's Stansfield. Mm-hmm. It's Ung ringo@hotmail.com. Yes.
01:00
Speaker 2
How about your first name and last name? Can you spell? is it like C-R-A-I-G? And then, how about your last name? Can you spell it for me? Okay. Your last name is Field, right? Okay. How about your email address? - gmail.com, right? Thank you for this information. How about the model number and serial number of your lenovo device? You can check that at the bottom of your device, [silence] or it's a sticker.
01:00
Speaker 1
Uh, yeah. Which one do you want, the model or the serial? The serial number is really long. Heh? You want that? I'm sorry. Uh, oh, okay. The model number is, the model number is MX-2000. The serial number is 50D1, what is that? Hold on. I'm going to take a picture of it. It's so tiny I can't. I'm not 100% sure. Okay. Let me zoom in on that. Okay, I'll start over. I don't remember how far I got. So it's 50D10M, like mother, 29.
02:00
Speaker 2
[silence] both model number and serial number? [silence] both serial number and model number. Okay. How about serial number? [silence] Okay. Okay. [silence] Okay. [silence]
02:00
Speaker 1
Shab, C 28709. Uh huh. Yes. I don't remember what it's called. It's not a nationwide company. It's just a local company to our area. I think it's Um, I have three, but currently we're just running one. I only have one
03:00
Speaker 2
okay, let me just check if I got it correctly that is 50 D for David, 10 M for Mary, 29 W for William and 28 709. okay. All right. can you share your internet service provider, sir? Okay. And how many nodes do you have, sir? And then what are the settings that you wanted to
03:00
Speaker 1
Well, did you say what do I want to change? So, what it is, I'm trying to set up um a security system. And what is it telling me, something um, let me, let me see what it says here. Um it says make sure your router has enabled dHCP. So, I'm trying to make sure it has that. What's that? Okay. All right. Then it should be fine. Then I'll call them and find out. I was just troubleshooting on that before I moved on to the next thing.
04:00
Speaker 2
To chat on the router, on the main mode. Yes. Yes, that is already enabled. That is already, by default, by default, that is enabled. Yes. Yes, sir, because, again, sir, you could not call a router if the DHCP is off, okay?
04:00
Speaker 1
Oh, okay. Oh, okay. Oh, okay. I, oh, I gotcha. Okay, so then it must be something wrong with their equipment. So, I'll call them next. It's a hard drive. They call it a home base. It's basically a hard drive to record all your camera footage.
05:00
Speaker 2
because that DHCP's are that's the one responsible in giving out addresses like IP addresses to the devices that will connect to the router. So that includes your phones, laptops. If the, again, if the DHCP on the router is disabled, those devices will not connect on your other devices like your phones. Okay, all that are you uh what are you trying to set up sir? uh-hmm. Okay. Okay. Um we're possibly sir you can just possibly set a static IP on that device. So that it
05:00
Speaker 1
Okay. Just in case I need to, is there a way you can help me connect the app to because when I run my app for my Linksys app, it doesn't detect my router. Let's see. Let me go back to the start. Okay. Okay, the well the screen I have now, it says you haven't added a router or mesh Wi-Fi system to your account. What do you want to do? And I was selecting add an existing router or mesh Wi-Fi system.
06:00
Speaker 2
if it won't detect the DHCP possible set and manual IP address on the that device. That could be an alternate. Okay. when you open the app which options did you select is it the router password or is it the username and password?
06:00
Speaker 1
Uh-huh. it should. Okay. Okay. Yeah, when I reopen it, it says, getting router settings. It usually does this for a minute and then it doesn't find anything. Uh, let me see what it says this time. It's spinning. Okay. And then it goes back to that screen. It says you haven't added a router or mesh Wi-Fi system to your account. Let's fix that. What do you want to do? So there's two options. The first says add an existing router or mesh Wi-Fi system. The other one says set up a new router or mesh Wi-Fi system. Okay.
07:00
Speaker 2
How about this? Can you completely close the app? Then, what options do they have? Okay, can I click on add existing? [silence]
07:00
Speaker 1
it when I do that. uh it says, power on your router, connect to its Wi-Fi name, tap the button below. Um, so when I click the button below, it says, find my router, and then it says, looking for your router. Yeah, there's no other options. And then it says, looking for your router, please wait. But usually it'll yeah, and then it says, oops, something went wrong. We can't detect your router. Want to talk? Call us. So that's what I did. Yeah. Uh huh. Uh huh. Yeah, I use it all the time.
08:00
Speaker 2
00:00:00 Are there options that only find your router? 00:00:00 If your phone is already connected to the Wi-Fi network made by Linksys MX10600,
08:00
Speaker 1
um, I don't know if I've ever used it. Oh, I, I think I used it several years ago when I initially set it up. And then we've moved a few times and I usually just plugged it in and it works. But I, to sign out. Yeah. Yeah, I can do that. Um, I've done that a few times. So, when I go to log in though, there is one option I didn't try. It says log in email or router password. Should I do that? Okay. And then it says logout. Uh-huh. [silence] [silence] [silence]
09:00
Speaker 2
When was the last time that you're able to um use the app, sir? Did you have the option to like to sign out? Or to log out, yes? [ silence ] You have to select, sir, the router password. Um because this type of router that you have, sir, this type of router, um you can no longer use this for um remote access or cloud access. It can only be used through the local access. [ silence ] Using the internet using
09:00
Speaker 1
Okay. Okay. So if I click the router password, it says, let's create your router password. Okay. Okay. But if I do this, then it's gonna disconnect all my devices, right, that are connected to it. No, it won't.
10:00
Speaker 2
The first off of the app, so you need to [silence] select [silence] um [silence] [silence] what you call this one. [silence] Uh to use the router password to access the router locally. [silence] Okay. [silence] Yes. [silence] Right, that's for the create a password. [silence] So yeah [silence] to create the router password, [silence] you have to be minimum of 10 characters, [silence] combination of [silence] numbers, letters [silence] and [silence] uh [silence] phasial characters and [silence] at least one capital letter [silence] and no repetition of the capital uh no repetition of the characters. [silence] Uh no, sir. [silence] No, this is just [silence]
10:00
Speaker 1
Oh, okay. Oh, I got it. Okay, so enter the recovery key, look under one of your nodes for the recovery key. Okay, I see it. Yeah, I see it here, I'll punch that in. It says: the account holder will be notified if this router password is changed. [silence] I'll hit continue. [silence] Okay, and then it says, great router password. Okay, I see all the rules there too. Okay, let me go ahead and... [silence] It's an... [silence] iPhone. iPhone. [silence] Let's see here. [silence]
11:00
Speaker 2
Is this the router password, not the Wi-Fi password? Yes. The recovery key is at the bottom of the parent node. I just put and continue. Okay, this phone that you're using, is it an iPhone sir or an Android phone? Okay.
11:00
Speaker 1
Oh, okay. Okay it looks like I'm logged in now, so that's good. Yeah.
12:00
Speaker 2
By the way, sir, while waiting, let me just also inform you that your Linksys router, the MX-1000, is already out of warranty. This means, sir, that we can still provide any technical assistance that you need on your router. But in any case, in the future device, after some troubleshooting and the device is defective, that is no longer functioning properly, Linksys could no longer provide a replacement. So you can see it now on the page, on the app. [silence]
12:00
Speaker 1
Okay, so what did we want to do next? Okay. OK. All right. Yes. Yeah. OK. All right. Yeah. So, it sounds like the other device just has a problem then. Oh, no, that's it. I appreciate you helping me get connected to the app. Thank you very much. OK.
13:00
Speaker 2
Uh-huh. Okay, see anything else. Okay, all right. You're welcome, sir. So, if you need assistance in the future again, just feel free to give us a call. Or you can also visit our website and that is support. Belkin.com.
14:00
Speaker 1
Thanks, Purla. Have a good day. God bless. Bye-bye. [silence]
15:00
Speaker 2
all right so thank you for calling Linksys sir this is Carla bye for now all right you too sir goodbye
15:00