Speaker 1
This is Linksys, technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi, this is Rhythm from Linksys technical support giving you a call back since you got disconnected earlier. I'm talking to Leon Nguyen. Okay. Now you may proceed to plug the power back of the main router first. Yeah. And when the light starts to show up and it's solid blue, and start to blink blue, proceed to plug the power back of the modem.
00:00
Speaker 2
Hello? Oh, yes. yes. yes, that's me. Okay, so the main router first? Okay. Okay, which one do I put in first? The modem or the router? Okay, the router. functioning, it's okay. I will do that.
00:00
Speaker 1
Okay. Wait 3 to 5 minutes for boot process. [silence]
01:00
Speaker 2
Okay, it's pluggen, I'm just waiting for it to turn on.
01:00
Speaker 1
Okay, all of your links to devices or the parent nodes are still blinking. Okay, and then the modem still booting up, and make sure through the ethernet cable is properly plugged in from the modem to the internet port of the router. Is the modem still blinking? [silence] Okay, all of your links is to devices or the parent node are still blinking. Okay, and then the modem still booting up and make sure through the ethernet cable is properly plugged into the modem to the internet port of the router. Is the modem still blinking?
02:00
Speaker 2
It's red now.
02:00
Speaker 1
yeah [silence] and by the way, sir, is that a Windows or Mac laptop? [silence] Maybe while waiting for your to boot up, can you please restart or try to reboot your Mac computer?
03:00
Speaker 2
Well, do you want me to plug in sorry? Yeah, I just plugged in the modem. Oh, man, I got mail. Okay. be reboots.
03:00
Speaker 1
How about the parents now? Still solid red?
05:00
Speaker 2
Yeah, I'm still waiting for the modem to boot up. Yes.
05:00
Speaker 1
OK, so the parent node is still solid red. How about the modem? Is it fully booted up now? OK, type the check store if the S.S.I.D. or the Wi-Fi name of your Linksys router is now solid, sorry, detecting the network list. So, connect your Mac computer to your name and password. Make sure you're connected to the parent node. [ silence ]
07:00
Speaker 2
no you still <start_of_audio> yes I think it's loading
07:00
Speaker 1
Yeah, open a browser, search Google, then entered one nineteen two one six eight dot one dot one, on the address bar, when you're trying to access the router settings of your link that you were trying to do, I think. And then proceed and tell me what happens.
08:00
Speaker 2
Yeah, so go through that one- nine- one nine two. Chris. Yeah. It's really slow. Uh, yeah, it's loading now. It's give me the waiting loading stream.
08:00
Speaker 1
But your Mac computer is connected to your Linksys network, to the Wi-Fi name and password of the parent node. [silence] No need to log in with your Linksys account. Uh, log in using your router password. [silence] Do you have the option to log in using your router password? Are you on a page that shows, keep your Wi-Fi handy? There's a picture or an image of two phones.
09:00
Speaker 2
Okay. Yes. Okay. It says, internet connection is down. You must have an internet connection to log into your link to system wi-fi account. Okay. Hold on. Wait.
09:00
Speaker 1
Is that Google by the way? Okay, how about my router.info? Did you create it or customize your own router password? It is different, it is different from your Wi-Fi password. Have you tried to log in on the Linksys app using your router password? Okay, can we use that credentials to sign in?
10:00
Speaker 2
No, I use Safari. I don't have Google.
10:00
Speaker 1
[silence] But just in case you forgot your router password, just click reset or forgot password to create a new one.
11:00
Speaker 2
Then put in. Now it's just on the weightings.
11:00
Speaker 1
So were you able to log in? Okay, make sure you're connected. Make sure you're connected to the WiFi name. Check the light indicator of your Linksys router.
12:00
Speaker 2
I'm able to log in now but it's a router not found you are not connected to your router. [silence] now. [silence] yes I'm in the Wi-Fi name now. but after the reset now it's nothing nothing working. [silence] it's in but it's say no internet connection. [silence] yes it's red. [silence] and my [silence]
12:00
Speaker 1
So you're on the Linksys smart Wi-Fi tools that shows your network status, device list [silence] So the modem from Comcast still loading or booting up.
13:00
Speaker 2
modem is booting up so yes yeah is great not not from time case I use
13:00
Speaker 1
Okay, so who's your internet service provider? Not comcast? But your modem is from netgear. Okay, so your modem is still booting up. Yeah, your modem. Your modem's still booting up. And let's check the ethernet cable, make sure the ethernet cable is properly plugged in.
14:00
Speaker 2
I bought my own one, so it's not. Comcast. It's. Netgear. H. I just don't have, yes. Comcast, yes. But I thought you mean like the manufacturers of the, yes. Can't hear you. You say my modem, it's look like it's fully, it's fully up now, but my, link's this one is still red, so I don't know why, it's link.
14:00
Speaker 1
can we try to unplug? Replug the Ethernet cable, sir. Okay. So what seems like the issue now? What seems like the issue? So we you when you try to unplug or plug the Ethernet cable from the modem to the Internet port. [silence]
15:00
Speaker 2
yes. So, what do I need to do then? Hmm.
15:00
Speaker 1
of your Linksys router. So check the light indicator if there's changes. Still solid red. Okay, but earlier, you unplugged both modem. Modem and the Linksys router. Okay, do you have a your Mac device or your Mac computer or your laptop? Were you able to plug that one directly to the modem? How about other devices? Do you have a different device? [silence] Okay, do you have another router? Okay, since you unplugged all of them, did you already plug them back in already? What different devices? Do you have a phone a computer? Well, laptop is a computer, but... Okay. Yeah.
16:00
Speaker 2
uh Yep. Yes. [silence] Yes. Nope, because my Mac doesn't have the Ethernet port to plug in. Nope, doesn't work. Um,
16:00
Speaker 1
Which we can use to plug directly to your Mac. Sorry, to your neef gear. modem? Can you please try to perform the power cycle again? And make sure that when the light comes up, you
17:00
Speaker 2
I can only, that's my only device. You It's still solid red, so [silence]
17:00
Speaker 1
Now after plugging the router, unplug the power adapters of both modem and the linksys router, and make sure they are both plugged into a wall outlet. OK now proceed to plug the power back of the linksys router, or the parent node. Again then the lights start blinking right, proceed to plug the power back of the modem. And let both devices to fully boot up.
18:00
Speaker 2
Okay, done. yes, I, yeah. this is the online here. yes. All right. Okay, done. Okay, so modem now All right. Okay, done. [silence] Okay. [silence]
18:00
Speaker 1
okay so they're still blinking How about the modem? Is it fully booted up? Can you provide the model number of the modems, you're while waiting? [silence]
20:00
Speaker 2
No, it's red. but let me, let me check something else. yeah, it's still red. Yes. [silence] [silence] um. [silence] what zero number did you say?
21:00
Speaker 1
No. uh... No, the modem from hit here. We're able to provide the model number without unplugging it? CM two 500. Okay. Since the light indicator of your links router is now solid white, can we proceed to refresh your links to Linksys Smart Wi-Fi tools? Yeah, because the child knows are trying to reconnect. So all you need to do is to is to check your web interface.
22:00
Speaker 2
model number MX 6,200 oh hold on hold on is is why yes hold on uh CM 2,500 okay it is why and hold on cuz the the red and one is why and the other is yellow and the is blinking red yeah
22:00
Speaker 1
And if it is working now, just refresh the Link Smart Wi-Fi tool. [silence]
23:00
Speaker 2
Okay. Okay. Okay. Here it says it's connected, but let me check the now class again.
23:00
Speaker 1
Just keep on observing it. Yeah, 30 to 5 minutes to reconnect.
24:00
Speaker 2
Okay, so the main node is solid white. But the child now is still blinking red. So, just give it a couple of minutes.
24:00
Speaker 1
My scale warning check. The light indicator of the parent node. Refresh your web interface.
26:00
Speaker 2
Yeah. No, uh, on the portal, it say no internet connection again. Um, cause it's white. But on the portal it say no internet connection. Okay. Just give me a second. This is really slow. [silence].
26:00
Speaker 1
Okay, what is the light indicator of your link of your child knowledge? They are still blinking. both blinking OK try to reboot that one plug the power adapter and wait for 10 seconds to plug the power back and a child node unplug the power adapter of the child node from the wall outlet wait for 10 seconds to plug the power back
27:00
Speaker 2
Yes. Um, I only have one child node set up. So one parent node and one child node. So the child node is blinking red. [silence] From the channel node. [silence] 10 seconds, okay. [silence] One, two, three, four, five, eight, nine. All right, blinking, black going on.
28:00
Speaker 1
How about the parent note, still solid white? Okay, try to access the web interface.
29:00
Speaker 2
All right, I think it's booting up. It's blue. The kernel now is solid white.
29:00
Speaker 1
yeah and after this long, sir, you can try to download Google and try to log in on the web interface via Google You can use different browser clear cache,
30:00
Speaker 2
[silence] wait okay we're good yes yep I don't know but I always every time I call you separately, that's fine, but I don't know about today.
30:00
Speaker 1
So, are you able to access the web interface now? [silence] Make sure you are connected to your Linksys network server and do some clear cache.
31:00
Speaker 1
How about my router? Can I try to forget the network and try to reconnect with your longest router?
32:00
Speaker 2
Okay, now it just gives me another error, unexpected error two one one four. So what do I need to do now?
32:00
Speaker 1
try to forget the network and then reconnect to your Linksys network.
33:00
Speaker 2
forget this network forget
33:00
Speaker 1
You can try to access the Web interface, try to use my router .info. Are you on Google. Is it plugged in directly to the wall outlet like if you try to move the child node closer
34:00
Speaker 2
okay okay okay yeah i'm on google now so it's still loading so i have to wait for that now let me take the light on uh ah it's blinking red still it's been over five minutes yes [silence]
34:00
Speaker 1
parent node because we might proceed to reset
35:00
Speaker 2
But it's... Oh, God. Okay, all right. Let me think about that, because now I need to take off the whole wall of that just to get.
35:00
Speaker 1
the web interface. So would you like to proceed and reset and reconfigure your Linksys mesh CD2600? Reset everything. And it keeps loading continuously. Okay, press and hold the reset button of the main router for 15 15 seconds.
36:00
Speaker 2
Nope. It's been waiting - loading screen. Yeah, and it was working before, so I don't know why. So, what - yes? Yes?
36:00
Speaker 1
Make sure the light's blink red went off solid blue. Release the reset button. It will blink blue and turns to solid blue. Yeah. What is the light indicator? Okay, let go or release and then relocate the child node, 3 to 5 feet away from the main router for the setup process.
37:00
Speaker 2
[silence] So hold the reset button for 15 seconds, right? All right. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. and let it go. It's blue. Okay, now that's the problem. Okay, now that's a problem. Give me a second. Okay. It's next to each other now.
37:00
Speaker 1
and what is the light indicator of the parent node? Okay, so make sure the child node is three up to five feet apart from the main router and plugged directly to the wall outlet. and it's still blinking blue. Okay, press and hold the reset button of that child node for about 15 seconds and describe the light indicator.
39:00
Speaker 2
blinking blue. [silence] man is here and one
39:00
Speaker 1
The light indicator of the child node? Okay, so it's the light indicator of the child node, but it blinked red and then went off, then turned to solid blue, and now blinking blue.
41:00
Speaker 2
I'm just doing the reset now. I didn't hear that, sorry. Okay, it's blinking blue. Yes.
41:00
Speaker 1
Okay, release the reset button. Wait for the child mode to turn solid blue also. Okay, so both nodes are solid blue. Okay. Can you press release the reset button of the main router five times within five seconds? Not too slow, not too fast.
42:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] Is it solid blue now? [silence] Yes. [silence] All right, one, two, three, four.
43:00
Speaker 1
Okay. Let's see if it's blinking. but it is a Linksys a cognitive cognitive, sir. There's no purple with regarding the light information cognitive mesh. This is an MX 6200. Let me check the model number of the main router,
44:00
Speaker 2
Four, five. And now it's purple. No, now it's solid purple. Yes. HUH? I did. yeah, but I'm not even kidding, because my child, you know, is blue, and this one is literally purple.
44:00
Speaker 1
So earlier it's solid blue and then after you press release the reset button, it turns to solid purple. Okay. Kindly press release the reset button of the main router. Press release. Press release. Press release. Press release. Press release. [silence] Five times within five.
45:00
Speaker 2
The main rat. MX 6200. [silence] Yes. [silence] Yes. [silence] and [silence] take a photo right now if you even need me to. [silence] Yeah, it's literally purple. [silence] press it just one time or? [silence]
45:00
Speaker 1
That's blinking now. Yeah, blinking and it will take three to five minutes to set up. So, let me know once it turned to solid white. Blinking, yeah, blinking, it's supposed to be blinking. Yeah, it's normal, mean since it's setting up.
46:00
Speaker 2
What the color is supposed to be blinking?
47:00
Speaker 1
How about the parent node? What is the light indicator of the parent node now?
48:00
Speaker 2
Okay, the child note is blanking white. [silence] to clinky.
48:00
Speaker 1
And it's still blinking white. What is your setup topology, sir? Is it modem, is your Linksys router connected directly to the modem? There's no devices in between. And there's no other devices connected to the modem.
50:00
Speaker 2
So, um, the child node is blinking white, but, like, I say, on the, uh, on the main node, it keeps blinking white, then red, then white, then red. It's not, uh, it's not blinking red or blinking white. It's just white and red, white and red. Yes. No. No. It's been this way since before I called, so, yeah, nothing in between these devices. And my main node is not blinking. white or blinking red? is blinking. So white, then red, white, then red, white, then red. Now the main oh, the child node is solid white, but the main node is still white, then red, white, then red, white, then red. And now the child node is red. Now it's back to white.
50:00
Speaker 1
Yeah. Because we reset. Try to connect with your default wifi name and default wifi password label on the bottom of the parent node, using your Mac computer. Yeah, connect with that. Try to open a browser, Google
52:00
Speaker 2
Okay, now the main node is white now, but when I look at the Wi-Fi, it doesn't show up my my old Wi-Fi network. Uh here it is. Uh I can see set up. Uh the setup network. network. So I can connect to the search network. Yes, I'm in and then what else I need to do? uh yeah.
52:00
Speaker 1
Trying to access the web interface. Access the web interface. Are we able to access the web interface now? Because we are trying to access the web interface, that's our main problem earlier. So, try to connect your laptop because we reset and reconfigure your Linksys router. So, connect with your default name and password.
53:00
Speaker 2
And what do I do with the... So, you mean on my laptop, not my phone, right? Yes, I know. But now, I can't even find my all, Wi-Fi, internet. Yes, the all, like, internet password is gone on the, on the network list. It just have the Rilop. Okay. Okay.
53:00
Speaker 1
on the bottom of the parent notes there you can see your Wi-Fi name and Wi-Fi password step set up set up are you on the link for smart Wi-Fi tools are you on the link for smart Wi-Fi tools okay try to use admin all lower case admin first
54:00
Speaker 2
Yes. Okay. Okay, just go on the interface on the laptop I am on and it asks "Enter Your Router Password To Proceed" so I'm putting that in yeah, yes No
54:00
Speaker 1
Yeah, that's the admin, the default, admin password, A-D-M-I-N, all lowercase. Just, A-D-M-I-N, do not put any special character. Okay, how about the password labeled on the bottom of the parent node?
55:00
Speaker 2
Welcome Enter your router password to proceed. [silence] So maybe it's password under. [silence] Okay. [silence] yes, Invalid Password. [silence] A-a-d-m [silence] Invalid Password. [silence] yes, A-a-d-M-I-n five characters just only five that five characters. [silence] Invalid Password. [silence] Yeah, that's what I'm saying. I'm trying. [silence] before. [silence] [silence] [silence]
55:00
Speaker 1
When you try to access the web interface, it's a default password.
56:00
Speaker 2
it's asked me to change the name and password and Wi-Fi, so change it to the old one and I'm trying to change the web interface because after I put in, yes, the password work, but after I put in the password, it asked me to change the SSID
56:00
Speaker 1
Okay, now proceed to recover or retrieve your Wi-Fi name and Wi-Fi password as it was. [silence] So, did you change your Wi-Fi name and Wi-Fi password? [silence] Yeah, because it asked you to change your Velop setup, sir. [silence] So that's your option to retrieve, to recover your original Wi-Fi name and Wi-Fi password as it was. [silence] So proceed. [silence] And then, once you've changed, you need to reconnect all of your other [silence]
57:00
Speaker 2
fed to the new name and the database yes am trying to go on the my router dot info huh yes i changed that yes [silence] fed to the new name and the database yes am trying to go on the my router dot info huh yes i changed that yes
57:00
Speaker 1
connect your computer to your Wi-Fi name and password
58:00
Speaker 2
Yes, I'm, I'm, I'm in the name of the, the, the, the name that previously was now so yes. yesterday, in your.
58:00
Speaker 1
Sir, it asked you to create a router password. Click Reset or forgot password to create a new one.
59:00
Speaker 2
[silence] [silence] okay,[silence] Is it loading loading tone? Hopefully it's working. [silence]
59:00
Speaker 1
yeah, but make sure the light indicator of the child mode is solid white, and then relocate, all right. Since we successfully accessed the web interface and set up your links mesh system, is there anything else that I can help you with? yeah, relocate and then wait 3 to 5 minutes for that one to turn solid white again.
62:00
Speaker 2
okay it should work now so for the child note no way you just unplug and put it back to where it works before so everything is it's oh it's white now so now I can unplug the child out put it back and that should work okay just let me just do it now just in case okay anything [silence] You say three to five minutes, right? Okay. I just plug in to where it was and hopefully it works.
62:00
Speaker 1
Okay, so what is the light indicator of the child node? Okay, so is there anything else that I can help you with? [silence]
65:00
Speaker 2
Hey, it's flashing blue, so just waiting. I guess I can't it's blinking blue. So maybe uh OK, OK, if white now. Oh, thank you.
65:00
Speaker 1
Okay, so thank you for calling us Linksys, and if you need further assistance, you're just feel free to call us back and have a great day. Bye for now.
66:00
Speaker 2
Let us check again. Okay, the main node is Y. And the node is Y. Interface. Okay, yeah. Everything all set now. Thank you. Thank you, too. Bye, guys.
66:00