Speaker 1
This is links up support calling. This call is recorded for quality assurance. Please hold as we connect you to a links specialist. Hello, good evening, this is epi from links. I'm calling for Jasmine Signor. All right, Can you hear me okay, ma'am? Yeah, yeah, cuz it seems that, yeah, I was able to hear you earlier but you're not able to hear me. So that's why I just ended the call and call you back instead. Okay. Again, by the way, a copy of the receipt will be sent to your email and that would be Jasmine, J-A-S-M-I-N, . Signor, S-I-G-N-O-R at L-R-C-H-C.com. Oh, okay, hold on. Let me just send
00:00
Speaker 2
[KEEP_UNCERTAIN] [silence] Yes, this is her. [silence] Yes, now I can. [silence] Okay. [silence] Yeah, when Jasmine, there's two Ns. J. A. Z. M. I. N. N. [silence]
00:00
Speaker 1
You're the r is it again? All right. Okay, ma'am, so, uh, we'll just have to start the, uh, troubleshooting now. So, okay, let me verify your cable connections. Since you've lost the connection, I just need to make sure that you've got everything there connected, right? So, you have a modem from Century Link and it's plugged in to one of the nodes, right? And that would be the parent node. Is it connected to the first port, the one on the left, above the reset? Okay, it's connected above the reset. Do you have any computer available, ma'am? [silence]
01:00
Speaker 2
Yes. Yeah. So, the one that I have, yeah, it's it's connected to the one above the resets. Uh, I don't know. So, the computer that's plugged into the one
01:00
Speaker 1
So you have a computer which is plugged in to the modem to the century link but are you able to use that temporarily um for us to be able to set this up ma'am?
02:00
Speaker 2
The computer that's plugged into the same internet stuff is working properly, but I don't know the. Yes. but I can't log into it because it's not my it's not my work computer. It's just the one that's logged in. It's the one that's connected to the same one, the modem is. I don't know if like. I just don't know. I can't try and.
02:00
Speaker 1
Um, and uh. [silence] And uh.
03:00
Speaker 2
Okay, looks like I got in.
03:00
Speaker 1
By the way, the the other nodes, the other three nodes, um, right now, did you have it, uh, did you move it close to the parent node? Okay. Okay. All right. Now, can we connect that computer? Because you mentioned it's connected to the CenturyLink box, right? Can we connect that to the parent node, ma'am? To the linksys? So you may connect it to the second port. At the uh bottom or at the back of the linksys.
04:00
Speaker 2
yes, I have them all right here. Um, I have them. Um, I don't even [silence] I know some calculations are problem and I forgot it. All right. So, the main one that I'm, I'm logged into the computer now. yeah. And then. Okay, so also before I can go ahead and access the files, I just need you to kind of tell me what files that you're basically accessing, okay? Right about now, so who exactly are you and what exactly are you wanting to do? There is a unique code, a credential or a passcode that I need from you before I can access that program.
04:00
Speaker 1
Yeah, this time, M, we won't be using the app um, because uh actually there are some glitches on the app. So it would be better we have this configured using the uh user interface. Um, Are you able to I mean, do you happen to know if that computer is wireless capable? Does it have a uh wireless adapter? Yeah, okay. Um, that computer is online. Are you able to go online using that Sure. [silence]
05:00
Speaker 2
Because I have the app. So, I, I don't know how to, plus, so that's the thing. I don't know how to plug this computer into the Wi-Fi. Like, I don't know how to do that. Because I'm not Well, it's plugged right into the same internet that the links, that the modem is plugged into. So, it's plugged into the same modem that the Wi-Fi router is plugged into. Yeah.
05:00
Speaker 1
Oh, computer. Okay, can we check that computer first? Soô Jasmine, I mean Ms. Jasmine, is it running on like Windows Operating Systems? Okay, do you see there search next to the Windows logo? Okay, under search man, type in N like Nancy, C for Charlie, E for Edward, P for Peter, and then A for Apple. dot C for Charlie, P for Peter, L for Larry, NCPA.CPL. And then press enter.
06:00
Speaker 2
Yeah. Yeah. Yes. That's the windows. Yeah. yup. So and c t as in tom.
06:00
Speaker 1
P as in Peter. NCPA for Peter and then A for Apple. C for Charlie, P like Peter, L for Lima. NCPA.CPL. And then press enter. Okay, so you just see ethernet there, you don't see Wi-Fi. Okay. Can we right-click on ethernet and go to status? Okay, it says IPv4 connectivity internet, right? Can we click on details? And what is the IPv6?
07:00
Speaker 2
Okay. Okay. I did that. And then Network Connections comes up. It says Ethernet network two. No, there's no Wi-Fi. Okay. Yes. Yes, okay. I
07:00
Speaker 1
connectivity. For an activity. address and what about the default gateway okay all right ma'am do you see a cable that's plugged in at the back of your desktop? are you able to trace the cable that uh is going to your modem?
08:00
Speaker 2
I P before connection. Um, it doesn& it doesn't. So there's a connection description physical address, I P before address, I PB. Okay, it's 10.103.16.93. Uh, 10.103.16.1. Yeah. Yes.
08:00
Speaker 1
can we disconnect that from the modem please? and then connect it instead, your link sys, to the second port? okay all right that is all right that's fine okay so do you still have that network connection?
09:00
Speaker 2
[ silence ] Okay. [ silence ] Okay. [ silence ] Okay. Let me follow and... Okay. [ silence ] So connect this. [ silence ] I think... [ silence ] Okay, I did that. And now the computer I was on doesn't have any internet. Is that okay?
09:00
Speaker 1
Can we right click on the Ethernet 2 again and go to status? Yes. Go to status again and it shows up IPv4 connectivity, no internet access. Is that what it says? Yeah, okay. Click on details and tell me what is the IPv4 ip address. [silence] Mm-hmm.
10:00
Speaker 2
Yes. So, it says, what Windows and apps access your location? So, now go to sorry, right click and then go to status again. OK. All right. I did that. Yep. Okay. Okay. OK. It is 192.168. Sorry, 192.168.1.
10:00
Speaker 1
Okay, and the default Gateway is 192.168.1.1, is that, right? Okay. Madam, kindly close that screen and open up a browser, just open Google Chrome. Okay, okay, uh, we will do a power cycle first, because actually the computer is getting the uh IP, the correct IP address from the Linksys. So it just seems that the Linksys just lost the signal from your modem, so kindly power off your Linksys. Unplug the power adapter.
11:00
Speaker 2
Yeah. okay. um. Okay, that's open. [silence]
11:00
Speaker 1
Yes, the unplug the parent node, that's the main one, unplug the power and then unplug the power of your modem as well, the one from CenturyLink. We'll wait for one minute before we plug it back in. Okay, I'll let you know, man. Um what's the brand of your modem, man? Uh does it say century link on the the front?
12:00
Speaker 2
okay. i'm forcing the tower adapter in a few seconds. okay. there's those two okay. okay it's unplugged. no so so it's not connected to the power source.
12:00
Speaker 1
Cisco, okay? So that's what it says on the modem? Cisco... Do you have the model number? OK, let me just check this one. Oh, that is actually a switch, ma'am. That is a switch, not a modem.
13:00
Speaker 2
I work at a clinic. So there's just a bunch of modem. It says Cisco. CISCO. Yeah. Yes. Cisco Small Business. There on the front, it says SG100D, D as in dog, dash 05. You see, okay, so I don’t. That’s all that we’re plugging.
13:00
Speaker 1
Do you have any other box aside from that Cisco switch? Like. But do you have like a a cable plugged in from the wall to the Cisco to that Cisco thing?
14:00
Speaker 2
So, that's what we were plugged into. That's what it was working with earlier today when it was all set up and working properly. No, that's, no, that's what... I don't have access to anything else. This is what it's been plugged into. Yeah, there is. Yeah, that's what the, that's what the... that's what the computer was plugged in. See, before I didn't have to do anything. She just had me reset stuffs. Reset it and then
14:00
Speaker 1
Okay. I guess Yeah, just Yeah, Okay. Well, as long as it was working before. Yeah. As long as you have the the main connection from your from your internet provider
15:00
Speaker 2
and then it all and then she had me log into the app with the Wi-Fi router information and then set it up that way and it was way easier. I didn't have to mess with all of this other crap. I mean, I uh, the switch is plugged into the wall. I see where yeah. But I just before it was a lot easier. I didn't have to unplug the computer. I didn't have to unplug anything. I just held the reset button for so many seconds, reset everything and then added it. I don't know. I I I don't know if you're going to be able to help me if I don't have a modem. I don't know. I don't have access to anything else but what's right in front of me.
15:00
Speaker 1
Yeah, from the from the yeah, because you were able to get online with with a computer earlier, so that was coming from the from your internet provider, ma'am. So now, can we plug in the the Cisco thing? Turn it on first wait for the lights to stabilize before you turn on the the linksys.
16:00
Speaker 1
[silence] Maybe it takes time, so we'll just wait for it. [silence]
17:00
Speaker 2
There is a power light but it's not coming on. I don't know why. I plugged it back in. [silence]
17:00
Speaker 1
Okay, can we turn on the the Linksys? Yes. But you see the lights on the ports, right? On the on the cisco switch.
18:00
Speaker 2
No, there's no lights. That's what I'm saying. There's no lights now. I don't know. Maybe that's the problem. Okay, one second. Is that connected to...
19:00
Speaker 1
Okay, now let's check the Lynx. Can you check the LED indicator on top of the node? Okay. Can we go back to your computer, please?
20:00
Speaker 2
Okay, now all the buttons are lighting up. Okay, now all the buttons are lighting up. Maybe that was my problem. Okay, hopefully, this works. I swear, okay. Yeah, it's red. The Wi-Fi, like, the Wi-Fi though, like when I go to on my phone and I go to Wi-Fi, it's like, I can connect to it. yes. I'm here. [silence]
20:00
Speaker 1
Okay, um, just open up a browser and then on the address bar, type in HTTP. Yeah, it's all right. You can still access it without the internet. Okay, um, right on the very top, just type in: //my router.local.
21:00
Speaker 2
It has no internet. Is it still gonna work? Okay. it's just spinning there
21:00
Speaker 1
It doesn't load. How about uh http:192.168.1.1 and then press enter. [silence]
22:00
Speaker 2
now it's be springing. sorry HTTP colon slash slash
22:00
Speaker 1
Yes, ma'am. Then press enter. Okay, just go to advanced, look for advanced. Yes, just press continue, just proceed. [silence] Is it asking for a password or or what did it say? [silence] Hello. Okay, can you hear me? [[teen boy's voice]] yes [unk] [silence]
23:00
Speaker 2
it says why am i getting a warning when i try to access my router? on the bottom it just says continue or reiterate not show this message again your connection is not private and then connect to that work can that work you're using a requiring you to visit the login page no no it's not doing nothing now it's not doing anything it says connect to network the network you are using may require you to visit its login page turn on
23:00
Speaker 1
Okay. All right. Um, all right. Uh, can we. Yeah, that's all right. Actually, we can still access the router even though we don't have internet. Um, okay. Can we, we will just have to perform a reset on your linux, ma'am. Cuz we've tried power cycle and it's still not.
24:00
Speaker 2
And then an extra protection to get Chrome's highest levels of Security. Connect. And then if I press, Connect, it brings me to a, the page that says connectivitycheck.gstatic.com/generate_204. And it's a blank page. because it's not, it doesn't, this computer doesn't have internet because I unhooked it to plug it into the links. Is
24:00
Speaker 1
getting a connection from the modem. Can we press and hold the reset button at the back, I mean, at the bottom? [silence] Yeah, just leave it plugged in, that's fine. [silence] Just push the reset button on the parent node, for about 25 seconds, press and hold it for 25 seconds. [silence] Uh, just press and hold it, ma'am, for 25 seconds.
25:00
Speaker 2
So, do I unplug the one with the, do I unplug the one that was plugged into the computer? Do I leave that all plugged in? Okay. Um so, more Or? Okay, it's black. Do I let it go?
25:00
Speaker 1
Mm-hmm. Okay. So right now is it solid blue? Is it solid purple? What is the what is the light? Blinking. Okay, we'll just wait for it to turn solid ma'am.
26:00
Speaker 2
Okay, I could that and now it's like a very dull blue color. Hello? It's like a very dim blinking blue color. Okay.
26:00
Speaker 1
It's solid red. Okay. Can we go back again to your computer, ma'am? And then again, on the address bar, type in H-T-T-R-P colon slash slash. Or, uh, can we just click on the three dots? Do you see the three dots on top? That would be on the top right. [silence]
27:00
Speaker 2
and now it's a solid red color. Yes. Yeah. I'm at my computer. .
27:00
Speaker 1
okay click on it. And you see there new incognito window? Yes that's it. Do you have Google Chrome? Can we use Google Chrome instead? Yes click on new incognito window and then on the address bar type in http://192.168.1.1 and then press enter. [silence]
28:00
Speaker 2
Yeah. New private window? Or do you want me to be on Google? Google. Yeah, so incognito. Okay. Okay. Okay. Yep.
28:00
Speaker 1
Uh. Yes. But do you see proceed or continue? Yeah, just continue mail and then. Do you have any VPN connection on that computer? Is your VPN enabled? Okay. All right. Let's just uh, yeah, it seems that we can't access it using the computer
29:00
Speaker 2
It says Google Chrome. How can I bypass this warning? Click advance, proceed unsafely. But it just keeps saying you I don't, I don't see where advance is. Nothing, nothing. Yeah, it says continue. Connect team network. The network you are using may require you to visit a page. And then I first connect and then nothing happens. No, that's out. I don't know. I don't know. No. Um. [silence]
29:00
Speaker 1
Computer, ma'am. It's blocking something. Okay, let's just, I see. Okay, all right, then we'll just use the phone instead. We don't have any other choice. From your phone, ma'am, are you able to see there devellup setup? Which is the name that shows up underneath the parents note? The main one. Yes. Is that the name that showed up on the, underneath the main note? So it's Veoloop setup 544. Okay, can we select that network and connect to it? Okay.
30:00
Speaker 2
Yeah, I probably have a firewall, there's a firewall. Like, I'm at my work, I'm at the clinic, so there's probably stuff blocking it. Yes. If I go to Wi-Fi, it says, Velox Setup 5444. Yes, it is. Yep. Yes. Yes, I can do that.
30:00
Speaker 1
Okay. [silence] Before you do that, ma'am, we need to since we've reset the router, the parent node, let's do a 5-press again. So just [de blur] the [de blur] at five times on the [de blur] on the [de blur].
31:00
Speaker 2
Okay, I'm connected to it. And then, I was going to say, so, there's another one that I have that's not apparent node. Do I need to reset this one or anything? What do I, what do I do next? [silence]
31:00
Speaker 1
Ok, current node. Ok. So, do you see the light blinking now? And flashing. Ok. So, biotech flies. Ok.
32:00
Speaker 2
One, two, three, four, five, six, seven, eight, It's flashing orange. I did you. Yes, off. What is that how from? be there. To experiencing, all right. No, it's still blinking yellow.
32:00
Speaker 1
Hello, ma'am. Yes, Miss Jasmine. Thank you for patiently waiting. So all right. Now can you check the the light again? Okay. So you're using the app right now. Okay. So we'll just wait for it. What about the node? Um are there
37:00
Speaker 2
Yeah. Yeah, a screen. I was able to sign in using the Wi-Fi/Rod. Now it's saying: "configuring Wi-Fi network." This could take up to a minute. Yeah.
37:00
Speaker 1
Okay. Yeah, just keep it running, cuz it's actually trying to find the child nodes. It's trying to pair right now, using the app.
38:00
Speaker 2
The one that, so, how they had them set up before is it wasn't marked as, like, a child node. It was, um, it looks like you're calling me for something. So, it wasn't marked as a child mode. The other two that weren't marked as a child node are ones blank, they're both blinking red. The one that was marked as a child node is blue, solid blue. It says, looking for your child modes. Keep your phone in the setup area. [silence]
38:00
Speaker 1
Should be at least four to five feet away from the parent node, ma'am. Yes, the outlet is not working.
39:00
Speaker 2
one of them, I had, how close does it have to be? Cause one of them, I had to plug in a little bit further away because that. I think my main. Oh, crap. Cause the one, the plugin I was using earlier, it does not, oh, maybe that one will work. The plug in I was using earlier, for the mode or for the switch, I think that's why my internet wasn't working because the switch thing was, I remember how I said it was like not powering on. Yeah, it wasn't working. So, it says adding your child nodes could take up 46 minutes. So, now I plugged in other one in closer. It's blinking blue, one of them's still blinking red. The one
39:00
Speaker 1
No worries ma'am. I understand, I know you've been working with this for hours, so. Understand. Yes.
40:00
Speaker 2
The neighbor's been blinking blue. I had it unplugged as far back in closer. So now it's like right next to the main one. Thank you so much for your help. I I was beginning crushed. I just, I was mad and more mad at myself. Because like I said, it was all set up. And then when I added that fourth one or that third child node, like when I went to move it, because so how I set it up, how she set it up last time was I had the main one. And then I got the other one set up. But they weren't, I don't know how to explain it. It wasn't a child node. So then she said, now they're all set up. Now you can take it out and then you can go move it where you need to up to 30, 30 feet away.
40:00
Speaker 1
Well, actually, ma'am, the child nodes can be relocated to other places, okay? In your office or at home. So whether, it really doesn't have to be 30 feet away. If you're like getting low signal from that location, then you can put the node from there. But just make sure that the node is still catching a connection from the parent node. Like
41:00
Speaker 2
away so when I went to do that with the other one it didn't it like just messed up the whole connection for some reason I don't know why. Okay. It says there was a... it's another one. [silence] How does this compare to? [silence]
41:00
Speaker 1
I can tell from the light. Okay, can you check the client node lights? Are there what lights are lit? Now, hold on. Can we, yeah, we haven't we we haven't reset these child nodes yet, right? So, can we do a reset on all three nodes? Right now, the parent node is is it solid blue?
42:00
Speaker 2
It says, it says there was a problem adding child nodes. Restart them and try again. It shows child. So one of them's purple. One, yeah, one of them's blinking purple and the other two are blinking red. And the other two that are blinking red are the ones that weren't set up as child nodes. It was like they were set up as like an extended part of the main one. But it wasn't listed as a child node. So do you want me to just turn those off and start again? and restart them and try again. Don't forget to put start in there.
42:00
Speaker 1
It's solid green, okay. Okay, we don't have to touch the the node which is already solid green because that means it's already connected. So, we just need to reset those that are blinking red. Okay, so yes, hold the reset button down. But by the way, before we'll do that, can you check the phone if it's working? Like, are you online wirelessly using your phone? Okay, what about the computer? Are you able to go online using the computer? You should be able to cuz right now the the parent node is already working. So, you should be able to open any
43:00
Speaker 2
The parent node is solid green. And then the child node that I set up is solid blue. But the ones that the lady helped me set up, they are blinking red. Cause it's weird. I didn't have that. Oh, so this one says. Okay. So just hold the reset button down. Yeah.
43:00
Speaker 1
Just try to open any websites using your computer.
44:00
Speaker 2
Well, remember the computer wasn't hooked up to the wi-fi. Okay, yeah, yeah, it's working. Yes. Okay, so just hold on. Okay.
44:00
Speaker 1
Uh, just hold on, ma'am. So do not do that yet. Yeah, just wait for the lights to stabilize on the child notes first.
46:00
Speaker 2
So, do I wait for those to come back on and then press add more nodes or just press next? Okay.
46:00
Speaker 1
OK, is it solid, solid purple and solid red? OK. Ma'am, can we do the five press one more time on the parent node? On the parent, OK. So...[silence].
47:00
Speaker 1
Yes. So press the reset five times. Okay. Yes. So that will allow the child nodes to pair so the it's actually searching for the child nodes, for the other child nodes. So check the child node lights, ma'am, if they're all blinking. Or if one of that is blinking. Yeah. Yeah, so the the one which is blinking is trying to connect. So that may take some time, so we'll wait for it.
48:00
Speaker 2
Okay. One, two, three, four, five. Okay, that one's blinking yellow. [silence] [silence] [silence] The one that was red is blinking and then one of them solid purple, so. So on
48:00
Speaker 1
Yeah, you may close the app. We will reopen it later. Um, it takes time, so we'll just wait for it.
49:00
Speaker 2
the app, do I just stay where it's at? Okay. Okay, I'm now the two nodes are both blinking red.
49:00
Speaker 1
Okay, so one is solid green. The other one is solid blue. So they're all connected, they're all online, or it's solid red. Okay. Yeah. Okay, all right. So they're all solid blue or green, right?
51:00
Speaker 2
All right, looks like they're both, one solid green, and the other one solid blue. Yes. Oh, now oh. Now one of them just turned solid red. Oh, now it's blinking blue. Now it's solid blue. Okay. So I have the parent node is solid green. Two of the child nodes are solid blue and the other one solid green now. Yes.
51:00
Speaker 1
... Okay, Okay. Yeah, blue and green color, ma'am. That means there's a connection or it's online. Okay. So all of the nodes are now connected. Um, you may check the Linksys app, try to open it. You may try to uh, reopen the app.
52:00
Speaker 2
Okay. Finish.
52:00
Speaker 1
Yeah, just unplug the power. No need to sink, Yeah. Yeah. Yeah. Yeah, just make sure that they're solid green or blue. So, yeah, since you have three child notes, not a problem, ma'am. So just make sure that,
53:00
Speaker 2
[silence] of them. [silence] and then I can [silence] okay. [silence] So then um [silence] once I unplug them, I can relocate them and then they should hook up to the main node. [silence] okay. [silence] Thank you so much. [silence] Yeah,
53:00
Speaker 1
Once you, once you relocate, okay, um, you connect the, the first child node first make sure that it's solid, blue or green, okay, before you relocate the other one. So that's how you, you, uh, um, have them set up. Okay? Yes, yes. Make sure first that it is connected. That is correct. Yes. You're welcome, ma'am. We appreciate your patience and, uh, yes, I really do, um, apologize if, uh, you know, if if this took so long, but, um, I appreciate your time and your patience. Okay. Thank you. Have a great night, ma'am, and you take care. Thank you again for calling, Linksys. Bye bye.
54:00
Speaker 2
Okay so okay that's how I extend them okay so make sure I'll unplug the three do one then another then another okay thank you so much for all of your help I appreciate you so much oh no thank you so much have a great night okay bye.
54:00