Speaker 2
Welcome to Lynx support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting registerlynx.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Lynx's product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support and.
00:00
Speaker 1
Check the guest in. Okay. Oh, hi, Paul. My name is Harry Philip, my Linksys router is flashing, and it's affected my ability to function. I'm just wondering if Right. [noise] Okay? Yes. Yeah. Come stand behind me. Yeah. [silence] Unhanged, took the screensaver out. [silence] Okay.
09:00
Speaker 2
Thank you for calling Lynx's Technical Support, my name is Paul. How may I help you today? [silence] When you say crashing, sir, you mean it stopped working? You cannot go online, connect to it. [silence] Let's see. Okay, so yeah, for this one, sir, let's see what we can do because we might need to reconfigure the router.
09:00
Speaker 2
Sure. Yeah, to make it work again. But before we proceed, sir, let me create first ticket for you, okay? So yeah, your first name, sir, is Harry. Can I have your last name, sir? Oh, it's. Ah, Phillips, P-H-I-L-L-I-P-S. Oh no, yes, just Philip, okay. And how about your email address? Okay, so that's that's H. Phillip@att.net. Okay. And can you have, sir, the model number of your Linksys device? Yeah, the model number. You can check the model number, usually it's at the bottom of the unit.
10:00
Speaker 1
Well, I've got the serial number Mac model number. E-A-7300. The serial number? Did you asked for the serial number? 19 T as in Tom, 10 S as in Sam, O as in Oscar, A as in apple. 7-1-0-4-1-9, one 9904029 or 9904026. Thank you.
11:00
Speaker 2
yeah I A 7 300 and about the serial number of this router yes yes sir yes please okay so that's one night T 10 s as Sam zero A as in Alpha seven one zero four one nine did I get correct okay thank you and I know who's your ISP so your internet service provider
11:00
Speaker 1
Optimum. All right, thank you. Can you answer the door when they... You said it's going to be at 4:30? One home with blanks... Okay, okay. My name's Carmen. In a twin bedroom. I turned the light on in here, too. [silence]
12:00
Speaker 2
Okay. So thank you very much for this information. Sure, and may I place this call on hold, sir? Just give me three to five minutes. I just have to verify the warranty status of your device and I'll be right back, okay? You're welcome. [silence]
12:00
Speaker 1
Yes. Yeah, that's fine. That's fine.
16:00
Speaker 2
Hello? Okay. sir. Thank you very much for patiently waiting and I do apologize for that long wait. Okay sir. So upon checking our record here, it appears that your device is already outside of its warranty period. So unfortunately sir, we don't support devices that are already outside of its warranty period. Okay sir. Okay. However, we have support options for you. Okay. So first option is sir, we can provide you one-time support, paid support for $15. We can provide you one-hour support, technical support for your device. And second option is we can provide you [silence]
16:00
Speaker 1
no, just 15 for one hour. 15 hours 15. flashing away. What's the what? You mean the the link syετά modem? What is the status? Uh, well, I don't know if the it works. I think.
17:00
Speaker 2
For you to follow, we're now to reset and reconfigure the device. Okay, so, yeah, before we proceed with, yeah, the payment portal. Sure. Okay, may I know what is the status light on the router right now? Is it solid white or flashing white? Okay, flashing white it is. So that means the router is, yeah, it's just the firmware, it's still loading. Just the internet. And also, so the modem, what's the status light on your modem right now? Can you tell me the status light on the modem? The source of internet. I know, not the linksys. The modem coming from optimum. For yeah, the device. Yeah, that it's the device where the router is connected. The modem.
17:00
Speaker 2
Yeah I can give you both tricks so that status light. Yeah because the router only depends its connection coming from the modem. So if the modem is yeah, not working, then the router will not work as well. Yeah, what's that status light. I just want to know also the status light on the modem before we proceed. What's the color of the light? What are the lights that are lit on the modem? Okay. How about the internet light or the online light? The modem. Yes, the optimum router or modem. But you know what is the make and model of the modem that is
18:00
Speaker 1
You're going to need a serial number again also. Let me. I got to turn it upside down. What do you want off of this thing? 1340. [silence]
19:00
Speaker 2
so. I can have like some, an idea and how your modem looked like. then I can also check that specification of your modem. Mhm. you have the model number of your modem.
19:00
Speaker 2
That's UPC, sir. Right? P for prop? Um, yeah, you announce. Express? Nice. Get it? Good. How? So it has port Ethernet ports on the back, right? Yeah, I mean it does for each internet port at the back. That's right. Good. And do you have a device that is connected directly to the modem aside from the router? Now connected directly to the modem.
20:00
Speaker 1
I don't know. What are you talking about? Your device or Optimum? Well, there's a coaxial cable and it goes to the TV. There's your your your land and number one, of those four things and then oh no. This uh, there's a cord going to the TV. There's coax cable. There's the power and then there's a phone jack.
21:00
Speaker 2
The optimum [silence] because I [silence] before we proceed, [silence] I just want to make sure [silence] that the issue can be resolved. [silence] That's why I want to [silence] for now, [silence] so the router is connected [silence]
21:00
Speaker 1
[silence] Yeah. Only connected to the modem. Yes. No, just the power. I have internet[silence] Let me just confirm the
22:00
Speaker 2
Yes, only the power? The links is. The links is the router. Okay, so, so just want to confirm, so the light right now on the modem is only the power light. Yeah, because I believe this modem has multiple lights. It also has the online light. Is the online lights are on the modem lit up? Just the power. Yeah, because that online light should lit up if there's internet coming from the modem. If it's not lit up, then that means, yeah, the modem is not working. So even if we reset. Yes, I correct. Uh, but do you, do you have a computer service that can go online when connected directly to the modem? uh, because I just want to make sure that you can go uh, yeah, I see. Yeah. Because, yeah, I can actually charge you for $15 but yeah, I can't guarantee if this will work. Yes. Unless, yeah, we verify that the modem is working. Okay. Do you still want to proceed? Yes. Yeah, so for this one, sir, this is like, non refundable and only valid for, one an hour. [silence]
22:00
Speaker 1
I had a guest, an Airbnb guest that asked to see my router because they were having some issues. And now that Linksys, router flashes. And my wife cannot use, uh, the, uh, printer. Our printer is set up with the, with an old password, for an old network, and which is tied to the Linksys. And so now our printer doesn't work right. And she doesn't know how to change it from, from the old Linksys pass code to the optimum. Optimum. [noise] Uh, U.S.A. not optimum. Do I need to pay you first? [silence]
24:00
Speaker 2
or the Wi-Fi [silence] all right Okay Okay so yeah let's yeah let's proceed with uh yeah with uh with uh one-time support okay so let me prepare first my tool sir [silence] yes yes
24:00
Speaker 1
Okay, well, what do you want? Okay. [silence]
25:00
Speaker 2
Okay, yeah, that's it, let me just, uh, our tool. Yeah, hold on, let me, uh, yeah, just give me two minutes to prepare the, okay? to prepare our tool for this one. I'll be right back, just stay in line.
25:00
Speaker 1
Okay, you're ready for the number the same. Harry, fill up. five ppi. No, there's no eye. It's just like the Philippine, like the Philippine Islands.
29:00
Speaker 2
Oh, patiently waiting. Okay sir, so, for this one sir, for us, like, to process the payment sir we need to have your credit card information. Okay. Yes sir Yes sir. By the way sir, what's the first name and the last name, that is, on the credit card? Harry, H-A-R-R-Y. Then your last name, Philip? P-H-I-L-I-P-P, right? Oh yeah, P-H-I-L-I-P-P-I, there's I at the end. Yeah, just, P-H-I-L-I. Yeah, P-H-I-L-I. Okay, okay, got it sir. Okay, and yeah, can I have sir, the card number?
29:00
Speaker 2
Okay, that's [REDACTED_CARD_NUMBER]. Alright. And how about the expiration of the card? How about the CVB? Okay. Thank you. Hold on. So, let me just practice this. Okay. So, yeah, it's already done, sir.
30:00
Speaker 1
All right. yes. I understand. I giving it off the floor. Yeah, I see a red button.
33:00
Speaker 2
And, and you will receive, uh, receipt. Yeah, to your, yeah, and, uh, receipt will be actually sent to your email. All right, so, yeah, let's, let's proceed. Okay, so, yeah, let's, uh, reset first the linksys. Uh, just wanna confirm sir. Uh, the linksys router right now connected directly to the modem? Is it already connected? Okay, so let's reset first, uh, the linksys router. Okay, so, at the back of linksys router sir, can you see there the red button labeled 'Reset'? At the back of the router. Okay, so, please press that reset button for 15
33:00
Speaker 1
I have second here. Where is it? Okay, I'm pressing it now. I'm not sure when 15 seconds is up. Yeah. Okay. I started pressing. Okay. All right.
34:00
Speaker 1
Do you need my Linksys network number or password? Do you have a laptop we could use, honey? Yeah. Watch has one. I have a, I don't have a laptop, I told you. Pardon? I have laptop. She has a laptop. Maybe, can I, can you talk to this guy? Okay. Hello.
35:00
Speaker 2
Ah, no need to need no need. So do you have a do you have a laptop, sir that we can use to set up the router? That that we can connect via Wi-Fi? A laptop or a tablet? Okay. Yeah. So how about a tablet, sir? Maybe an iPad? Do you have one? iPad? How about an iPad or a tablet? Okay. Uh
35:00
Speaker 1
needed out of okay um uh available yeah I have okay yeah hey see you
36:00
Speaker 2
0.01 hello, ma'am. Okay. So on your laptop, ma'am, let's go to-view wireless networks. 0.06 Okay, like where you can view, uh, available wireless networks nearby. [silence] 0.15 Yes, available net view available wireless networks. Then can you check, ma'am, if you can see the linkages, uh it's linkages, hold on the linkages 10419 Wi-Fi name. Can you see that name on the?
36:00
Speaker 1
I see that name. Mm-hmm. Yep. Password. Okay. In the bottom, on the bottom. Let me go check it. On the bottom. Weekend. Which router is linked to it. Which router are you using? Did you get it? Shouts not blinking anymore, it's solid.
37:00
Speaker 2
Okay. Yeah. Please select that Wi-Fi name ma'am and connect to that name. So, if it asks for a security key or password. Yeah. Please check the Wi-Fi password ma'am located on the bottom of the router. Yes. There's a default password. Yeah, the link is.
37:00
Speaker 1
Okay, [silence] it's, on process, VARIfying, connecting. they have five bars, so it should have internet, but, uh, yeah, it's only by five internet. yeah, uh, [silence] uh, it said, no internet. [silence] Okay, let me see. [silence]
38:00
Speaker 2
Okay. Let me know, ma'am, if it says connected, but no internet, or if it says connected. I'll. Yeah, that's okay, man. So. Okay. So, yeah, it's connected. Yeah, it should say it's connected. Does it say it's connected now? Yeah, that's okay. Yeah, that's okay, ma'am. Then after that, please launch a browser in your laptop. Yeah, launch Chrome or Edge. Yes.
38:00
Speaker 1
What would you like me to go to go to get it? Rother. R O U T E R. The Lynch is is now solid. It's not flashing anymore. Yeah, but it's not working. But it's not working. Give me one second because because it's going to be safe and then I don't have internet anymore. So I need to go to my optimal. Okay.
39:00
Speaker 2
okay, yes. on the address bar, ma'am. Please type this address. Please type my router. Dot local. router. Dot local. okay. yeah, but it's not working. because it's not got it set up. Okay, What happened when you access the my router dot local? yeah, that's a. oh, no, no need, man. no need. just you can access it offline. that's the linksys page. yeah we did need internet to access that page.
39:00
Speaker 1
my my oh, yeah, my router. My router. dot what? dot local. Okay, the local, my router. My router. dot local. Okay. I have, yeah, I have a link.
40:00
Speaker 2
Yeah, my router.local. I'm sorry, man. Yes, yes, M, Y, R, O, U, T E R dot L, O, C, A, L, my router . L, O, C A, L, L, O, C, A, then press Enter.
40:00
Speaker 1
up mhm next so uh uh breathe and then I want to continue um havent tree's contributed museum uh yeah it's just searching air free with okay it's ah but Internet cable is secure connect to da da da and then the other end of the internet cable is secure [silence]
41:00
Speaker 2
Remember to check the checkbox, ma'am. That says agree. Yeah, then click on next. Accept the terms. Accept the terms. Yes, continue. Yes, continue. Yes. Okay, what page are we in right now. And. Okay, I think it's searching for an internet connection.
41:00
Speaker 1
to your modem, your modem is plugged in and powered on. So I go next. Now, internet cable is not connect correctly. Let's see. it is.
42:00
Speaker 2
Yeah, try to, yes, Ma'am, try to quick one, yeah, Can you double-check momthe cable at the back of the router of the Linux outlet? Yeah, I may know on which port is it connected. Is it connected to the internet port of Linux? Yeah, can you double check the cable then? Yeah, just Yeah, trace the cable, please.
42:00
Speaker 1
Yeah. Yeah. it is connected. Yeah. it is connected. but it's fascinating. the end of the cable is go to the big box. the big box. Yeah. have. Have. have. Have. of them and then they have the one. at the. at the really bottom. they did. singing it. but I. Think.
43:00
Speaker 2
To the internet port of links is. Okay. And how about the other end of the cab? mmhmm. Yeah, which port of the modem is the cable connected. Man, you know, in which port. Yes, I believe your modem has four Ethernet port. I I just want to know which port number is the cable that came from links is connected. Okay. So try to reboot them the modem. So the spectrum modem for the optimal modem. Press and plug and plug it from power. Reboot the modem. [silence]
43:00
Speaker 1
I just changed it. Changed the whole... to plug in. Repeat all them. and it's still pressing. Unplug it from... [silence] Give me one second. I unplug it. And then what do you want me to do? [silence]
44:00
Speaker 2
Uh. not Mrs. Arlen, ma'am. Just reboot the modem. Atom. Yeah, at this this time at this point. Yes, the, the optimum modem. Just unplug and replug from power. No, no do not press anything, ma'am. Just unplug it from power. Yeah, the optimum modem, yes. Unplug it from power for 10 seconds and plug it back. Just leave the link status router. Plug in or turned on. Only the modem. Mhm. Okay, please. Yeah, plug it back to power.
44:00
Speaker 1
Take a look at the first slide and is there one light on? It's not. There's no, no light on. Do you want me to just turn it on? Okay. I turned it on. There's a light on. I just turn it and then it go off again. And then what you want me to do? Click click again. Okay. searching
45:00
Speaker 2
Yeah, so once the, after you reboot the modem, ma'am, I just give it some time, it'll actually take two minutes for it to be ready. So, once ready, go back to the Linksys page and click again on next. [silence]
46:00
Speaker 1
This is the office very far from Tahoe. Uh, the office far from Tahoe, you think? and your wireless network. Oh my god. Okay.
47:00
Speaker 2
What's the error message this time Ma'am? I'm not sure about that one Ma'am. Can you double check if your laptop is still connected to that Linksys WiFi name? Am I making this right? Well, Linksys ID oh yeah. Yeah make sure it is connected to that WiFi name
47:00
Speaker 2
What error message you receive, miss, when you connect to Link's yes? Cannot connect. [silence] Can you try right click me until the lynches wifi name then click on forget network, then after you forget, yeah, select it again, and reconnect we enter the wifi password. [silence]
48:00
Speaker 1
Let's see. Forget network. Is that the Optimum? The Optimum. Yeah, I saw it. And then I just do the connect and then I kind of put in the password again. [silence]
49:00
Speaker 2
[silence] Then refresh the list. [silence] By the way, man, when I say reboot, now did you reboot the Linksys or the optimum modem? I just want to confirm. Yes. Is it the optimum you reboot or the Linksys? Okay. Yeah, okay, please go back ma'am to view wireless networks. [silence] Now can you see that? Can you see again the Linksys Wi-Fi name? [silence] Click connect. [silence] Password.
49:00
Speaker 1
Yeah, I still, oh, it's connected. Now, no, but, um, it's not. Uh-huh.
50:00
Speaker 2
How is it going there? Yeah. Okay. Yeah, that's okay. Try again, man, to go back to the links page. Then, click on next. [silence]
50:00
Speaker 1
My router, low core. And then the next wedding is gone. Take care. Is your code okay? What do you mean? I see your router was not successfully set up.
51:00
Speaker 2
How was it Mem after you click on Next? Yeah my router dot local. Mhm. Okay. Mm hmm. What can you see on the screen? Right now? Yeah, what can you see on the screen? Do you have there option that says okay or cancel?
51:00
Speaker 1
Can't reach this page. The D.N.A address could not be found. My router is local and is connected to the router. LinkedIn Smart WiFi. It can't fire it.
52:00
Speaker 2
[silence] click on OK. Yeah, can you try to retype my commander? Yes, mouter.local? On the address bar. Yeah, mouter.local? Mm-hm. Yes, can you check the box and click on next?
52:00
Speaker 1
cannot reach this page DSN is not okay. I will do I do troubleshoot. Let's try troubleshoot Can help? might that might affect the network connectivity, my being Is it linked to that Wi-Fi? is it? [silence]
53:00
Speaker 2
[silence] And whatever message you received this time madam. Can you double check ma'am if. Yes ma'am go ahead. Yes ma'am because you are offline because right now we are still in the process ma'am in setting up the router. Can you double check again now if your laptop is still connected to that Linksys WiFI name? Because I think it lost the connection again from Linksys. Can you double check it ma'am? Okay so that could be okay ma'am. We need to be connected to that Linksys WiFi name. It is still connected. Okay try to access the Linksys page ma'am using this numbers okay. Please type this on the address bar. [silence] So please type this numbers. 192.168.1.1. [silence] Is it not opening ma'am? [silence] Madam would you mind trying again to refresh the page? [silence]
53:00
Speaker 1
One second, one second, let me see, sorry. I don't know what my husband do because it it's good but then he try to do to change thing and then Uh,
54:00
Speaker 1
LinkedIn is not, if link sheets is no internet in there. So, okay. Uh what would you do? Give me one second. So, go to the the page. and then type. Uh huh, uh huh. Okay. Okay, I'm searching now. Yeah. Can you please tell me how do I access the server diagnostics?
55:00
Speaker 2
Okay. So please launch a browser then on the address Bar please type this address type in 192.168 .1.1. Correct. and then press Enter.
55:00
Speaker 1
let's not even allow me to search so again I'm going to start over and then six six six dot one dot one please you try to go to new tab now no it cannot search is page is in the address bar
56:00
Speaker 2
Yes, one. dot one six eight dot one dot one. Is it still not working, ma'am? No? working. So, can we try again, mem, like, to reset the links as router? Yeah, just press another reset button again. For 15 seconds. Yes. The red button at the back. Yeah, you can use a pin, mem, to press the reset button. So, make sure you press the red button inside the hole. Yes.
56:00
Speaker 1
Wait. I got unblock it. No, he has you to press the reset button. Where's the... Okay, the reset button. Hold it. Hold it for 15 seconds again. What's the blue button next to it? That should do it. Okay. Okay. It's approaching. Yes.
58:00
Speaker 2
Yes sir [silence] [silence] I just for the what we called the WPS or Wi-Fi Protected Setup button [silence] yeah we should press the Reset [silence] Okay [silence] is it done sir [silence]
58:00
Speaker 1
I finished, but it's still flashing. This link says it's also optimum or a different one? Different. So this is optimum, right? And R why we put this one to optimum? They connect so that you can still use but my old pass code for that printer of yours. Okay. Let me ask you one thing. For the link says where should I I have the line. It's not the it's not the it's not the cable for the uh for the power but it's the line where should I practice? It's already done. It's plugged in. It's different.
59:00
Speaker 2
okay. it's a different man. yes.
59:00
Speaker 1
[KEEP_UNCERTAIN] What in the world have we put in together? Well, so that that thing will work, your printer and your scanner. They're just connecting the two together. Different company, how... So, we'll ask him, you know. Okay. Yeah. That is not working. [silence] Okay.
60:00
Speaker 2
Yes, mom. The. Spectrum modem is actually your source of Internet, so you have the Linksys. Yeah. It works us the router, so you can share your connection connected to the router. So, your device, your will be able to get online connected to the Linksys wide wireless. Okay. Can you go back then. to view wireless that works? Yeah. Check again. If you can see the Linksys Wi-Fi name? Yes, laptop? Then connect to Linksys's Wi-Fi name?
60:00
Speaker 1
actually, linked there is no bar. in here. it's not showing the bar, only one bar here it's checking network requirement.
61:00
Speaker 2
it's not showing, (silence) yeah just give it some time yes try to refresh again the via list then connect to the lynsay name (silence) yes reconnect the lynsay (silence)
61:00
Speaker 1
It. Go to and there's no internet. Can a carriers page
62:00
Speaker 2
Okay. Yeah. Yeah. That's okay. Then yeah. Launch again. The browser then access. My router.local. Hmm. Okay. May I know what browser are you using? Are you using Chrome?
62:00
Speaker 1
Is that the right one? [silence] Okay, I tried to find Google Home, but it's not going anywhere. Hoola Home. [silence] Google. [silence] Google, see if they took over smart home market. [silence] Right hand side.
63:00
Speaker 2
Yeah, it's it. Oh, no, that. No, that's not the one. Bing.com is just a search engine. Is it Google Chrome? Yeah, I'm just asking from what type of browser are you using? Are you using Google Chrome or Edge browser? Okay. So next to the address bar, man, you have there the three dots, right? [silence] on the right hand side, there's three dots for settings. Can you click that three dots? Yeah, on the right hand side. [silence] beside the address bar.[silence]
63:00
Speaker 1
Let's see. OK. then what? three dot, I have searching setting. I have indexing option. I have feedback. um, you want me to close that? OK, I close everything and my laptop is not on it.
64:00
Speaker 2
Yes, yeah address bar, then on the right-hand side of the address bar, there's a three dots. Okay, click on that three dots, ma'am, then click on new incognito window. Yes, that's interesting. That's not the one that we are looking. Can you double check on what type of browser are you using? Yeah, can you close the screen? Then before you, yes, close everything on your screen. Okay, then, yeah, open phone. Yeah, the logo of Chrome is the one that does it's uh yellow.
64:00
Speaker 1
[silence] it's my local my router. It's Micros
65:00
Speaker 2
green and red. Yes, and there's a blue circle on the bottom. That's Chrome. is that the one you are using? By the way, before you access my router, I just want to confirm what type of browser are you using? Is it the Google Chrome or Microsoft Edge? Okay. Okay, so on the Microsoft Edge now, please click again, that three dots there. Same thing next to the address bar, then click on New In Private Window. Yeah, click, click that one. Then there will be another okay. Then on the new
65:00
Speaker 1
my router.local and then search. It can search this page. 192.168.1.1 Okay, searching. It's not going anywhere. [silence]
66:00
Speaker 2
Please type in your, please type in private window, my router.local that and enter. Okay. Try using 192.168.1.1. Enter. Okay. There's something wrong here with the router. Okay. kindly unplug the modem from the router. So right now, it should be only router, connected, only power and the router should be connected. Uh-huh.
66:00
Speaker 1
Oh. from the router. You want me to, me to disconnect the router cable or the power cable? Okay. Okay, I, okay, I disconnected. Okay, that link's fixed, yes. And then go
67:00
Speaker 2
[silence] no connection from the [silence] modem. Yeah, just unplug the Ethernet cable coming from the modem. [silence] Uh, I'm sorry, what'd you say? Uh, no, just leave the power cable connected. Just the Ethernet cable that one that is connected to the modem. Just leave that connected. Okay, then, yeah, go to view wireless networks again, on your laptop. Make sure you are connected to that linksys SSID again. Yeah, Linksys 10419. Yeah.
67:00
Speaker 1
Go back to what? One night. Okay, I search thing. No, can't search. Can't reach this. 192. 168.1.1. [silence] I know, I know.
68:00
Speaker 2
go back to edge then access uh 192 edge then access 192.168.1.1 [silence] can reach this page. hmm okay so let's try first mm-hmm yeah it's great okay let's try to check the ip address first of your
68:00
Speaker 1
refer refer refer where is this thing window key where is it where is the window key um
69:00
Speaker 2
On your laptop press the Windows key press the the Windows logo key and R key yeah on your keyboard on the keyboard press the Windows key and the R key. Yeah, R on your yes, it's all the keyboard here, ma'am, the one that has, uh, for squares. Usually, it's located between the control and the Alt key. It is the one that has a, like, a Windows logo, okay? Yeah, Windows and R key, the letter R. Press them simultaneously.
69:00
Speaker 1
Yeah, F8 and then the four blue things. Okay, okay, I control run system.
70:00
Speaker 2
then there will be a run box that will pop up. Okay, this beside the control key. What's the key next to the control key, like? Is it if and right? And before the, okay. Then, yes, that one, m. Then the letter R. Press it simultaneously. Yes. Yeah. OK. So, on that Run Box please type and CPA. Yes. In the Run Box please. NCPA. okay. Yeah, type letter NCP, people for Paul. Or people for Peter. NCPA. dot CPL Charlie Peter Lima. Yes. OK. Can you read it to me, ma'am?
70:00
Speaker 1
Hey ASND BFC a cat PSA PDL as a lion okay and then okay okay yeah it's Harry one zero four status yep you see this detail okay I click on
72:00
Speaker 2
okay, yeah, press [silence] enter. okay, yes. okay, then the network connections window should pop up by now. okay. okay, then right-click on Wi-Fi. then click on status. so after you click on status ma'am, click on details. okay, then click on details. okay, then under details window ma'am, can you tell me the IP v4 address and the [silence]
72:00
Speaker 1
Oh, oh, IVP4 address, 10.14.40.119. What is it? Gateway, right? Default gateway, okay. 10.14.40.124.
73:00
Speaker 2
IPV4 for default gateway how about the default gateway yeah IPV4 for default gateway one two four which this seems to be like a different the default gateway okay yeah can you go back to your course two edge man then please type these numbers
73:00
Speaker 1
to be to go with me very slow I'm not you know okay and one okay I'm now go to the the blue dot and then type something run Microsoft says okay okay what is it
74:00
Speaker 2
Okay, can you give me an EDS open? Yeah, that should go back two power. Then please type this address. Okay, I'm sorry. Yeah, please go back two edge. I like age age browser. Then on the address, please type this numbers. Okay. Okay, then please type this address. Okay, please type ten.
74:00
Speaker 1
400.124 and then press enter yeah it take me to link please yeah uh-huh where where is it actually uh-huh [silence]
75:00
Speaker 2
[silence] 11.4 0.1 24. Then press enter. Is that the systems smart setup page ma'am? Like what we had earlier? Okay, so this time ma'am, please click on manual configuration. You have that option on the bottom left of the screen. Manual. Manual configuration. Yeah, on the link page. On the left bottom left. What options can you see? Yes. On the link page. [silence] 11 40 124 Then press enter. Is that the system smart setup page ma'am? Like what we had earlier? Okay, so this time ma'am, please click on manual configuration. You have that option on the bottom left of the screen. Manual. Manual configuration. Yeah, on the link page. On the left bottom left. What options can you see? Yes. On the link page.
75:00
Speaker 1
I see... I see... OK, follow these steps. First press the hole and the red reset button. That's what we did already. Second, during the reset, the router will reset and the power, light will flash. Wait until the power light is sold out. Number three, reconnect this computer or device to the default Wi-Fi network. You can find the Wi-Fi network name. That's what quickstart and guide and then the full when finished, click here to run to set up again. Am I going to click here?
76:00
Speaker 2
Can you see the manual? [silence] Yeah, it looks like that we are not on the right page, ma'am. And and I believe, ma'am, the router is not properly reset. Yeah, based on your IP address. Can you do a reset again, ma'am?
76:00
Speaker 1
Okay. Done. 30 seconds. And then what is next?
77:00
Speaker 2
I am on the router this time too a 30 seconds reset press and hold that red button again for 30 seconds yeah because it seems that the router is not properly reset yeah it's not reset properly yeah press that red button again ma'am for 30 seconds while the router is powered on [silence] yeah let's let's wait until the light.
77:00
Speaker 1
It should the Wi-Fi cable be connected. The Wi-Fi cable didn't. It's not [silence] [silence] [silence] It's still crashing. [silence] it disappear for two three second. [silence] and then it's linking. It's crushing again. [silence] Oh, it's stable now. Solid.
78:00
Speaker 2
Turn sbak to solid white or flashing white. I th th I know. Do not connect yet the modem and just leave the modem unplugged for now. Okay, then at least access again. This time man, please check if you are still connected.
78:00
Speaker 1
okay. Okay. it's automatically go back to optimum. Yeah, I uh i connect to lingsage but it say i cannot connect to this network okay [silence]
79:00
Speaker 2
[silence] [silence] Yeah, just give it some time. Try to forget network first. Right click LinkSys's Wi-Fi name [then] forget network. Okay, how was it, ma'am? Are you finished, uh, forgetting the network?
79:00
Speaker 1
Is not going anywhere. You want me to, to forget, forget it first. Okay, okay, let's see. I need to forget it then. Let me see. Did. Okay. Yeah, he's showing up. Okay.
81:00
Speaker 2
Yes, forget network, yes. Okay, then after you forget network, just refresh the list. Double check if it is showing up again. Okay, yeah, connect again to that wi fi name, then.
81:00
Speaker 1
I got working on it he try to connecting and verifying The password is not the password is not correct let me see sorry Three years, it should be 9 7 4 9 6 1 4 14.
82:00
Speaker 2
okay. yeah.
82:00
Speaker 1
it's not internet let me disconnect okay working on it
83:00
Speaker 2
OK, good. that's OK. you know, just proceed, let me know if it's connected. is it connected now? Mm- Hm. [silence]
83:00
Speaker 1
Okay. So, it says no internet. And what should I do is launch browser. okay. And then, yeah, it's go to the link is set up. So should I click both updates? [silence]
84:00
Speaker 2
Yeah, so go back to my browser, launch Browser, and then on the address bar please type 192.168.1.1 and click on next ok do not click on next mom. Okay, mum, just click on I agree. Make sure to check the terms and conditions. This time, click on manual configuration below. um,
84:00
Speaker 1
Okay. So let, uh, let me read for you first. I have two box here. The first buck it, I have read and accept the license term of this software. Okay. I'll check that box. And the next one is I want to contribute. Okay. And then. Okay. Manual configuration. I'll click on that. Uh, so it said internet connection is down.
85:00
Speaker 2
Yeah, check. Yes. Yes, check that box. Yes. Yeah, also check that one then. Yes, just check, also check it. Then, this time, click on manual configuration, okay. Yeah, that's great. So, for router password, mom, please type, admin.
85:00
Speaker 1
No, so where am I am going now? Sign type or login. Yeah, then login. Give me one second. I go to login and then exit router. Exit router. Administrator. Yes, lowercase, and then sign-in. Okay, and now
86:00
Speaker 2
okay yeah it shows you internet is down right this is the link is it's logo page and on the on the right hand side there's a log in right router password okay so for yeah for router password month please type admin admin all in lowercase yes click your mouse yeah type yeah type admin all in lowercase mm-hmm yes then login yeah sign in
86:00
Speaker 1
it takes me to yeah and where I should go so the network says that said uh no internet connected to internet this day when this there we connected to router but the routers go the information okay we can say a message flash up the air beams be let me uh okay they put it back in yeah
87:00
Speaker 2
Yeah, the links page right, one main okay yes, that's okay, big okay yes.meconik okay So at this point, me can you please reconnect the modem to the internet port. Yeah, reconnect the modem to the internet port. Okay. Yes, to the internet port or yellow port on the linksis router yeah
87:00
Speaker 1
at at the Optimum they have the port that is only one left alone and the three pots that is the yellow for which one you I show you it part number one. For number one. Let's see. Number one. Let's Let me see. Yeah, it's the yellow pot. The yellow pot four of them in there. is four. Lend one. Then two. Lend one, lend two, lend three, four. And then phone too. Oh my god. My husband
88:00
Speaker 2
okay, is it connected now? I'm not sure about that 1, man, but I think you have to connect the thing to port number 1 of your modem.
88:00
Speaker 1
so first up is the uh I the the it's already uh go to the TV so I go to number two you want me to change it okay I think it's right now I the internet go in the back of the TV
89:00
Speaker 2
Yeah, I would suggest if you ask your husband, maybe he's familiar, which one is activated by your ISP? But try port number one, ma'am, on the modem, because that's usually they're activating. [silence] So the TV is connected through one of the ports on your motor, right?
89:00
Speaker 1
Yes. Yeah. It's connecting directly to Optimum modem. So I changed to part number two now. And what would you like me to do? Okay. It's now our other not five. Did I try? Okay. I retry it. It's still not five. Yeah. [silence]
90:00
Speaker 2
The TV may wasn't working connected to the modem. And as the TV man working connected to the modem. Okay. Okay. I I see. Okay. Is Yeah Go back to link and once it connect go back to link and retract try. Go back to link page. Is as you want to confirm your again? Okay? Just want to make this one clear. And on which port of links as of the link as router is the modem connected right now? Is it on port number.
90:00
Speaker 1
the yellow port. What, which one you want me to just I mean, here internet is. Yeah, it goes to yellow port. At the yellow port four of them in there. is go back to let's optimoh modify again by automatic, you know. Okay, I try to be connected. Yeah, I do not know . Oh, it's connected. Uh, yeah, it's connected to links. Yeah. Yes. Yes. Yes. It said, router not found, but, oh my God. The router not found. I will retry again.
91:00
Speaker 2
Is it connected now to the Linksys? Okay. Yeah, let's go back to that Linksys page. Okay. Can you— are we back to the Linksys smart WI-Fi page, ma'am? Yeah, what's the network status this time? Yeah, try to re-access them. Retype. Okay, so we're waiting for them to complete that command. Now, is there internet access? No. Okay, check under the internet then. Okay, can I ask you to go to general under internet? Okay, can you— is it internet access is shown as? Yeah. So there's no internet access, what we need to do is try to change the network mode. Okay, we can change it to the broadband VPN. Okay, select that. Okay, now find the network key. Oh, we already have the Wi-Fi security. Oh, Wi-Fi security is a. Yeah, it's WPA2 personal space now. Okay, there we go. Are you back to the network? When you mentioned that, that's it, right? Okay, okay. So just try to re-access everything. Yeah, yeah, try to change the network to a broadband VPN static IP and see if that works.
92:00
Speaker 1
yeah it's 192 dot 168 dot 1 dot 1. that is the right one. you want me to go back again? oh let's see. 192.168.1.1 okay, i try it again login
93:00
Speaker 2
192.168.1.1. We type it on the address bar. And now, just type it on the address bar. Retype it, then press Enter. Are you able to access? [silence]
93:00
Speaker 1
okay to your router admin page it takes me to some uh let's let me try again let me see my internet is still is connected with uh list it now yeah everything looks fine let me try to yeah let me try to print something so it should uh okay let me see if that is the right one it should be okay 25 the printer is still offline
94:00
Speaker 2
is it asking now for router password?
94:00
Speaker 1
No. Yeah, I think I give up. Okay. What about I share the, the, the page with you? I share my computer with you. And so you'll can see. Yeah. Mm-hmm. Okay.
95:00
Speaker 2
Oh, how about do you have internet access on the computer right now, ma'am? connected to Linksys. Yes, yes, that's what I'm trying to do, ma'am. that's what I'm thinking. So, but you just want to confirm me you're connected right now to the Linksys Wi-Fi name, right? And you have internet. Okay. Yeah. So, is it okay with you, ma'am, if I do a remote access to your computer? Yeah, okay. So, on your computer, ma'am, please access this website. Okay? Please launch uh just open another tab on Edge. Then please access. OK. You're in.
95:00
Speaker 1
go to Microsoft Edge or Google. Let me see. OK, Dot Soho. Uh-huh. OK. Uh-huh. Uh uh. OK, I will enter Join online Meeting. A name. Ah, what about name? You don't have to put in.
96:00
Speaker 2
okay, Are you ready? Yeah, I will write to you the website. Yeah, yeah. It doesn't matter, Edge or Google Chrome. Okay, up to you. Okay, then please type this address on the address bar. Please type J-J-O-I-N join.zoho.com, correct? Z-O-H-O.com. Is it asking for the session ID? Uh, press enter. Okay, yeah, please type this number for the session ID, okay? Uh, yeah. Yes, yes. You have to enter the meeting number. Press enter. Okay, yeah, please type the password. Okay, then press enter. Okay, thanks. No problem.
96:00
Speaker 1
Okay. Uh huh. Yeah. Zero one five. five eight one. I okay, let me see. five oh no three five two zero one five five eight one. Okay. and then enjoy meeting.
97:00
Speaker 2
For session ID ma'am please type these numbers 356015581, then enter a name correct yes, then please enter a name or enter your name and click on join session. Yeah, join, join session. Then, after you click on join session, click on
97:00
Speaker 2
On agree and download. Yeah. Yes. three five two zero one five five eight one. Oh no, that's not a meeting key ma'am, that is a session ID. Can you close that page ma'am and reaccess join.zoho.com? Yeah, it seems that you've missed something. .zoo.com, yes. .zoo.com, yes.
98:00
Speaker 1
okay so i com up sorry okay let's start with everyone um i chose 015 um i81 mm-hm agree and download yes
99:00
Speaker 2
Is it ID again? Is it asking? Okay. Yes. 35015581, then enter your name, then join session. Then after you click on join session, click on agree and download. I click on agree and download. How was it? Okay, then it will download app. [silence]. [silence]
99:00
Speaker 1
and then it say application not opening. Download again. Okay, download again. Okay. Uh so what you want me next? So I see the file is say and I file you want me to open that? Okay. and then uh do you want to allow this app to make change on your device? Just say yes. Okay, I said I said yes and then it still stick in no.
100:00
Speaker 2
file right yeah just download it again yeah after the download ma'am please double click the ZAConnect file yeah to open or to install the file yes double click it yes double click it or yeah double click to open the file [silence] yes just allow [silence] yes ma'am just allow yes allow it Sorry, Ma'am. What's that again? By the way, do you have a Chrome browser installed in your laptop? Is it okay for me to use? Oh, I think it's already here, Ma'am. I just give it some time. Yeah, almost there. Uh, not yet, Ma'am. It's waiting for confirmation. Yeah, please confirm. Yes, please, go ahead. Okay, yeah, there. Okay, I'm in. Oh, let me take control. Yes, Ma'am. [silence]
100:00
Speaker 1
okay okay you can connect the okay carried okay okay
102:00
Speaker 2
[silence] screen. [silence] Okay. [silence] connected to Linksys now. [silence] the the [silence] page. [silence] Okay. [silence] admin. Okay, so it looks like [silence] it's good. [silence] that's good. So, [silence] do you want man? Like to configure the Wi-Fi settings of the router? [silence] Do you want to change the name from Linksys to something else? [silence] you can even [silence] personalize the Wi-Fi name and password. [silence]
102:00
Speaker 1
so just okay so now let me see um there we go okay okay that's it and then yes uh just go with let's go with Harry let me see Yeah COVET same name yeah 916 4 6491
103:00
Speaker 2
Yeah, just go ahead and take control of your computer. Yeah, just erase everything. Yeah, that number, yeah, also erase it. Is it marey10419, ma'am? That one? Or just marey? Oh, okay. How about the 5 gigahertz, ma'am? Do you still also want to change this or just leave it as-is? This name. Same name. Okay, I'll just change this. And about the password, do you want to use the same Wi-Fi password? Okay. There we go. Okay so I will now click on apply. After clicking on apply, ma'am, then we
103:00
Speaker 1
Okay. Oh, okay. Oh, okay. And then I it just on apply, okay. And then, yes. what's going on, okay. wickstoking.net, it's still LinkedIn. Why LinkedIn here?
104:00
Speaker 2
I might get this connected. so, in case we get disconnected, madam, just rerun the ZA connect file, okay? that does the A connect. I will now click on apply. then yes, to verify. okay. that's an okay, again. yeah, okay. okay, again. okay, then after this one uhimente, you might see the message again that says rooternet found, but don't worry because you just get disconnected from your old Wi-Fi name. then all you have to do is to connect to the new Wi-Fi name for the laptop to work again. okay, yes. I think it's still uh not yet, madam. It's not yet connected.
104:00
Speaker 1
Yeah. Just link for me, please. Okay. That's connected. Okay, I will type now. Oh, okay. Let me. Okay, and then next. Okay, it's connected. Mm. So, now, do I need to say apply again? Yes. Okay. Okay. Apply. Okay can you. Okay. Okay let me see. Okay. Thank you. Yeah
105:00
Speaker 2
Me, I'm just quickly on the try or yeah, is it back? No, ma'am, I lost my control. Yeah, I think it's back now. Hold on. Yeah, I'm bringing back the connection and let me check. Okay, so it's now connected to the new name. All right, so yeah, it seems that you are now all set, ma'am. Yeah, the computer you're connected on a router is now configured. So try to connect ma'am your printer through Harry 10419. Then try to check if you can print. Is it printing? [silence]
106:00
Speaker 2
The how was it ma'am did it print or no? it's not printing fine okay okay
107:00
Speaker 1
It's connected. So what you do, uh, let's see, I have, a printer is here. Um, yeah Uh huh. So it's up, uh, offline. I don't know how to turn it on.
108:00
Speaker 2
Hold on. Let me check, ma'am, if the printer is connected. We can check it on the network map. Yeah, it looks like the printer is not connected, ma'am. Yes, it's not on the list. Yeah, may I know what's the make and model of your printer, ma'am? Mm-hm. Yeah, the make and model. Oh, this is the HP. Smart. You know, what? I just want to know the exact model number. Yeah, I believe it's offline. You might. Yeah, don't worry, ma'am. Yeah, that's why I want to check the.
108:00
Speaker 1
OK, OK, yeah. where? uh can find the model. at the front. OK, let me see. yeah, yeah, yeah. in the back. uhm. so, I have here and serial number.
109:00
Speaker 2
I act as a prompt on emme at the front off by the printer usually at the front will show you the model number ye is HP I believe this is the HP smart tank yeah only but to the watch the number yeah at the front of the yeah in the front I needed usually it's on the right have side or on the left the one in the does is and man I'm just the model HP smart tank
109:00
Speaker 1
Yeah, it's, it, it showed a 300 red, yeah. But yeah, but I have a serial number here. Okay. Can you see it? Let me just get the name of it of, of it. Yeah, that one.
110:00
Speaker 2
what's the number Oh is this the 6400? I'll let you call me 1 1 1 1 1 so I I I know I didn't need a serial number that's okay yeah we didn't need a serial number to 400 [silence] yeah we just go to pressure them Yes I'm trying to check man how to connect this one to Wi-Fi.
110:00
Speaker 1
Yeah. Yeah. That's never happened, because it's pretty... Yeah. Because we change the network and then go offline because the internet... Yeah, I see it's searching. On the router? On the printer? Yeah. Yeah. Oh, I press. It's six seconds.
111:00
Speaker 2
Yes, it shows offline, yes, because we. Yes, I'm go ahead. Okay. Okay, ma'am. Can you see the wireless button on the printer?. Okay, so press that wireless and power button them on the router. Yeah, I mean, on the printer. I mean, on the printer. Yes, press the wireless and power button together for three seconds until the wireless light begins, flashing, the printer.
111:00
Speaker 1
Okay, I precis the, it's still. Yeah, it's fetching. Mm-hmm . Okay. Okay. Where is the pain, you know. Okay, oh, oh. The blue. Uh, how long do you want me to chase it? Okay, face it.
112:00
Speaker 2
[Silence] Let me know if the wireless light is flashing. Is it flashing ma'am? The wireless light on the printer? It is. Okay. So, once the light is flashing, ma'am, go to the Linksys router. Press the blue button for two seconds. The blue button on the back of Linksys. Press it for two seconds. Another thing, do not used the pen. Just the blue, blue button. Not the red. Do not press the red. Yeah, do not press the red button. Okay? Avoid pressing it because that will reset the router. Just the blue button. Two seconds, two.
112:00
Speaker 1
Okay. Okay. Okay. And you want me to start over with the placing? I can. Okay. It's still crashing. [silence] Gotta go back to my old way. Oh. Okay.
113:00
Speaker 2
Uh, which one? Uh, no, no, no,
114:00
Speaker 1
No. How about here? Uh no. Yeah, it's not connected at all. Yes. Yeah, I have the app on my phone, on my laptop. Yeah.
115:00
Speaker 2
I'm not yet. [ silence ] But there's no other way to connect this printer. [ silence ] By the way, ma'am, [ silence ] do you have the printer app ma'am installed on your phone? [ silence ] Yeah, is this the printer app ma'am? The one that I'm on [ silence ] currently on right now? [ silence ] Yeah, hold on, then let me, let me refresh this. [ silence ] Yeah, it's not connected still. It is still [ silence ] And how's the [ silence ] wireless light now?
115:00
Speaker 1
Yeah, it's still fresh. Uh, I deleted the app. So, all the apps is working worse than on the, on the laptop. So, that's why I delete them. Maybe I can just call, um, what about? the bar.
116:00
Speaker 2
Can you try to open the app? Yes. There we go. Okay. The printer is showing us offline. Okay, ma'am. Would it be okay, ma'am, if we'll try this one last time? Can you press again, ma'am, the, the, whatever that is?
116:00
Speaker 1
Okay, it's purple. What is the copy one? It's your question. Yeah, maybe I can just call the the company. [silence]
117:00
Speaker 2
press again on the wireless button just note the located below the power button okay press the wireless button yeah for three to five seconds then released them when the front light bar pulses purple okay okay is it flashing okay then destroy this one I'll try again printer yes my match if you call yeah maybe HB the other one who be there can assist you [silence] with the printer, because it looks like that it's not finding the printer since it's already on setup mode. Okay. Yeah, but good thing that we were able to properly configure the router. Okay, so it should work. At least your Wi-Fi is already working. Okay, so okay. Yeah, you're welcome, ma'am. Yeah, that's okay. No worries. Yeah, it shows offline, So yeah, I'll just end Okay, so I'll just I'll just end this support session. Okay? So do you have any other questions, ma'am or clarification before we end the call? Okay. Yeah. Okay, good. Okay, so thank you again, ma'am, for your time and patience in hanging the call. And once again, my name is Paul from Nixiz. Hey technical support hey you're welcome and have a great day bye bye.
117:00