Speaker 1
Hey, how you doing? I have an issue going on with this Linksys mesh system. It keeps crashing for some reason. I don't know if it's with the settings or what. Yes. 4 3, F as in Frank. 1, 0 EM as in Mary. 5, 4. C as in Cat. 0 1, 1 0
00:00
Speaker 2
Well, Come 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. [silence] Thank you for calling Linksys. This is eyes. How can I help you? [silence] Sorry to hear that, sir, may I have the serial number of yourLinksys. [silence]
00:00
Speaker 1
Do do. Yes. Uh, the one router and then, um, uh, five nodes. So, oh, okay, so then five total. One parent? Yeah, one parent and four child.
01:00
Speaker 2
I'll say again, the serial number is 43 F for France. 10 M for Mike. 54, D for Delta. Cut 0 1 1 2 2. Is that correct? And how many links in this water you have, sir? One parent node and five children. You have five.
01:00
Speaker 1
Shakir, S-H-A-K-I-R. Okay. Yep. Yep. Exactly. Exactly. Ansari, A-N-S-A-R-I. Yes. Yep.
02:00
Speaker 2
So five links is nodes and they are all model MX 8500. All right, I'll create first for record for you, sir. May I have your name? Shakir N. S-H-A-K-I-R. Just like Shakira with no A at the last. All right, Shakir. What about your last name? N-s-A-R-I, Shakir Ansari. All right. Okay, thank you, Shakir. U
02:00
Speaker 1
S is in Sam, A, N is in Nancy, S-A-R-I-two at gmail.com. S, I'm sorry, 2 at gmail.com. internet spectrum. So, right now they're all working, but they keep dropping out. So, it keeps showing as no internet available. But the internet, the modem is is fine, um, according to the um uh spectrum people and then when I hook it up directly,
03:00
Speaker 2
What about your email address? fuck?** revenues are all alright, thank you. Um Who is your internet service provider? Shakira. So your five nodes are all working.
03:00
Speaker 1
I'm not sure what settings I can change inside of the router or the router now that will, I think there's some IP conflicts that are happening that keeps every time the modem has micro drops is giving when it comes back online the Linksys, it crashes. I'm not sure how to fix this or even if that's the problem. Right now they're red, they're not connected but if you give it about five minutes, they'll all come back and then they'll crash again and they'll come back and they'll crash again and they come back.
04:00
Speaker 2
It only crashes your Linksys nodes are all showing a solid blue light. They are connected and online. Did you try to power cycle your modem?
04:00
Speaker 1
Multiple times. Multiple times. Yup. Exactly. Uh, they've, no. No. Red. Oh, it's blue now. We've replaced all those wires. we've replaced all those wires already. Properly.
05:00
Speaker 2
uhm? and your? and your? nodes? are the main? uh main parent no? uhh? um? um. knot? and still it crashes? crash. did you experience a power outage or internet service interruption prior to experiencing that? no? no. no. [silence] what's the status light of your parent node right now? right nod? [silence] did you check the physical cable connections of your parent node to your modem? modem. [silence] maybe the ethernet cable are loose? [silence] to they're not properly plugged? properly plugged to the ports? they're not tight enough? [silence]
05:00
Speaker 1
all those wires I before I called you. I have every wire that I have they've been changed. um they changed the wire outside as well uh the spectrum people from the house to their note um from the outside to inside where the plug is they changed that wire. um I mean everything is changed, but this this thing keeps crashing. uh and I'm not sure. uh I don't know. uh uh Cat5 probably
06:00
Speaker 2
Have you checked the Ethernet cable connecting your parent node to your modem? If it's still in good condition, because maybe it's a faulty cable. Um, is the Ethernet cable you're using a cut five or cut six cable? What about the power cord adapter you're using they're not faulty?
06:00
Speaker 1
No, they're good. Exactly. Yup. Right now is going is is is going up and down every five minutes right now. Yes. [silence]
07:00
Speaker 2
Are they connected and online or are they showing offline? Hm-hm. Okay, what all we can do for you, Shakir, is the first troubleshooting steps we do is usually to power cycle the modem, your spectrum modem, and also the parent node. But since you've already done that and was unsuccessful in resolving the issue.
08:00
Speaker 1
exactly. [silence] no. example. that's exactly right. I like that.
10:00
Speaker 2
already done that a couple of times and you're still getting an on and off connection. Then the next is to check the physical connections, the Ethernet cable connecting your Paris node to your modem and the power cord adapter you're using, if it's faulty or if they are in good condition. And you have confirmed that they are okay. Now the next uh thing is to check the status lights of your nodes. You say that sometimes they go red and then they go back to blue, but they are not blinking, right? They stay solid blue and then go to solid red and then solid blue again. So there is no blinking uh blue or blinking red light on your nodes. Mm-hmm.
10:00
Speaker 1
Yes. Um I did that two weeks ago. I did that two weeks ago. Factory reset. Factory reset then and then had uh all of the nodes factory reset. [silence]
11:00
Speaker 2
It could be an unstable internet connection, but you've already tried connecting directly to your modem and you're getting good, stable internet connection, is that right? Um... Now the next thing, since you're still experiencing the same issue, is to do a reset and reconfigure your nodes, but if we do that, you will have to (uh) restart again, or set up again, your nodes. Uh, it's like going back to basics, setting up your nodes, just like you would reset your. You factor...
11:00
Speaker 1
By holding that reset button down, and went through the whole setup again, uh, one by one and and uh, well, the router and then set up all the nodes uh, one by one individually. Yeah. Exactly. Okay? Sure. So I can't, I can't access the app long enough.
12:00
Speaker 2
So you were able to set up again your nodes and they were all set up completely, successfully configured and you're still experiencing the same. Now the next thing to do is to check the firmware of each node, maybe they're outdated. Check yeah on your localhost. Check each node's firmware version.
12:00
Speaker 1
So for this, because this thing keeps, like, cycling through crashing and coming back. That's why I'm trying to, you know, it's like right now the app is loading. Right? And by the time it's done, in the middle of loading, the internet crashes. Like, I just opened it up now, and now the internet, the, the or the the system's crashed again. So, [silence] I'm already inside of there. Uh so I have the, I have access inside of the uh, the, the web browser node. Or the web browser, My [silence] Transcopy so transcode Re [silence]
13:00
Speaker 2
Right. Right? That's the problem we cannot verify if the firmware of your node's are updated. But even if we do try accessing the web interface of your Lynx node, it may also crash and unable to open. But let's see if we can access it. Can you open a web browser?
13:00
Speaker 1
[silence] right? [silence] right, yeah, one second. And it says [silence] all up-to-date. [silence] I mean, connectivity basic, it says firmware update is current, it says checking for updates, checking all the Nodes updates. It looks like the current version is the same on all of them. Uh, just give me one second. It's checking right now. So, I just wanted to verify. As soon as I get that message, I can tell you. So I'm, you know, we're all we're on the same page.
14:00
Speaker 2
OK, so your, your already on the page. [silence] No updates recorded. [silence] Is it says up to date? [silence] Yeah, but is the former update [silence] Is it, uh, is it toggleled on? Is it on automatic? Let's check, uh, the automatic update. Check the box. So, if it's checked, the box is checked for automatic, then it should be, if there's a new firmware version, it should be able to update your nodes. Yeah. But it usually states on the connectivity tab, the former update nodes are up to date. It usually says that or updates are available. Does it show on the top? Yeah, on, when you're on the connectivity tab, you will see the form
14:00
Speaker 1
Yep. [silence] So, right now it says can't reach the update server. [silence] right now, please try again, but that's because the internet is down, so. [silence] Yeah, so they they are up to date. [silence] Yeah, exactly. [silence]
16:00
Speaker 2
Or update. It usually states a message there if your nodes are up to date or if updates are available or it couldn't detect an internet connection. It usually states there. But is it those nodes are up to date? Or no. So, I give it up to date. Or not a firmware issue. Maybe it's a hardware issue. And apparently, your Nodes MX 8500 is already out of warranty and if again, out of warranty, it's no longer eligible.
16:00
Speaker 1
[silence] That one I've already tried the uh the Lynch's one the new one I got uh and it was doing the same problem so I had to return it because it was doing the same exact issue. So that's when I was like okay this is um yeah yeah yeah. So then that's why I was like okay this doesn't make any sense.
17:00
Speaker 2
Eligible for returns or replacement. What I can suggest is to do a reset and reconfiguration again on your nodes, but you have already done that. The next would be to upgrade your nodes to a better Linksys router model because you're using MX 8500. And we have now the latest Linksys router, which is the MX 6200 and MB. 7000 that are using the latest Wi-Fi technology. Which is The MX 6200?
17:00
Speaker 1
yeah yeah yeah yeah yeah I don't remember exactly which one that I had I got um again let me see if I can check in my email uh to see which one it was ah Yeah, so there's a there I I'm there's a I'm one there's some setting here for for assigning for assigning uh this IPIP addresses uh where there's some setting in here that we're we're able to change or update that allows it not to have this crash happen on a mesh network.
18:00
Speaker 2
Are you sure it's the MX 6500? Then if it still crashes, then maybe it's an internet connection issue. Because the MX 6500 is one of the latest Linksys router. We have uses the latest wi-fi technology. Mm-hmm. No, I don't think there is something on the app that tells change any settings on your routers. Let me check on that. 'Cause usually the only settings you could change on your router settings is if you want to change if internet connection type to a static IP address or or it to a bridge mode. But since your nodes are working fine before on it's just you just experience the crashing of your nodes. [silence] Recently, then, it could be internet connection instability issues. It could be that there's an upgrade by your ISP. Heard of any maintenance or fixed updates from your ISP? [silence] Hello?
18:00