Speaker 2
Welcome to Linksys support to ensure quality service. Your call may be monitored, certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Are you going to make lunch Kayla? I'm trying to fix the internet. Wow. You...John the largest fast food chain in the world opened its Bay area shop. Called mix U. Have you heard of it? Vanilla soft serve is just $1.59 while Pearl milk tea is $3.99. [silence] Hi, Carla. [silence] I [silence] I'm having trouble with two of my nose they went down. I have four um and two of them went down and I tried everything they haven't come back up. [silence] Yes. [silence] Yes, they're red, you know. [silence] Uh, the other two are um green [silence] or blue.
08:00
Speaker 2
Thank you for calling Lindsay. This is Carla. How may I help you? Okay. So you've got a total of 4 nodes, okay? And then 2 child nodes are disconnected from the network. And what's the color of light? Uh, okay. And the other two?
25:00
Speaker 1
Well, green. Yeah. Okay. The model number is WHW03. And the serial number is 20J10D, Charlie, 69702476. Yes. No, that's the
26:00
Speaker 2
All right. Yeah. All right, ma'am. Before we start, let me just create a record for this call, um, can you have the model number and serial number of your Linksys device? Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Okay, that's two zero J 10, CFA Charlie six 9 70 2 4 76. Okay, this is the non-working node.
26:00
Speaker 1
Do you want the serial number of the non-working nodes? Yes. Oh, of the non-working nodes. Oh, okay. Just a sec. I didn't know if they're different. I didn't know that they were different. I thought they were all the same. Yes?
27:00
Speaker 2
Uh-huh. Okay. Um but that's okay ma'am. Um the this is the parent node and this node the light uh the color of this light is is it green or is it red? Okay. Okay. It's green Okay. And we have the model number of the non-working node ma'am. Uh-huh. Yes. Mhm. When you bought this um you said you've got four nodes when you bought these devices they're only in a one pack or uh-huh.
27:00
Speaker 1
yes. Um, for the non-working nodes. Okay, hand. Those. Those for different floors. That's why it takes me one while. Um, uh, okay. Um, here, just sec. The model number and serial number. You want the serial number? Okay, the model number is the same. WH03 and two two four seven. Yeah, this is.
28:00
Speaker 2
Keep seeing the model number or the last. The four digits of the serial number. Yes. Okay. What about just the last four digits of the serial number? Okay. This is the not working node, right? How far is this node from the parent? How far from the parent node? [silence]
28:00
Speaker 1
how far is from the parking node? Is one floor up? You want me to unplug this and bring it to the parent note? Okay. Do that before I go to the other non-monitoring one. Okay. Okay. Okay. Okay.
29:00
Speaker 2
it is okay, all right, so all right, do not go to the other non working nodes first, ma'am. You need to kindly unplug uh this node and we're going to bring this to the uh same place with the uh parent node, okay? yes, ma'am. Yes, yes. so that uh we are not getting uh going back and forth because we're going to put the two non working nodes near the parent. [silence]
29:00
Speaker 1
Okay. It's near the parent now. Yes. Uh, not the one, one of the non-working one of the non-working is near the parent. I can go get the other one. I didn't get that yet. Okay. Yeah. Yeah. Yes. Um, 4 1 5 2 8 5 8 2 5 8. Judy, JU-J-U-D-Y. C-H-A-N.
30:00
Speaker 2
Okay, both codes. Okay. Yes, ma'am. Okay, can we get the other one as well? And can I have your phone number, maam, just in case you get disconnected, I can call you back? And how about your first name and last name? And last name? Okay, how about your email address?
30:00
Speaker 1
Hi, Judy Chan farmer comma F A R M E R at me.me.me.com. Uh-huh. No, no, uh email is Judy Chan farmer at me.com. Okay. Yes. Hold on. Yes. Uh, I have to unplug it. It's a little complicated to unplug it. Sorry if you guys can hear me. Okay. Hold on. I'm going to unplug this and be right back.
31:00
Speaker 2
Mhm, okay. So, that's your first name, last name and then. [silence] At me.com. [silence] Yes, yes. [silence] That's the email. [silence] Okay. [silence] Mhm. Alright, so you're not on the, um, second, non-working node. [silence] Yes.
31:00
Speaker 1
Yes. [silence] I'm sorry what? [silence] Oh. [silence] Okay. [silence]
32:00
Speaker 2
right I know that was my colleague ma'am [silence]
32:00
Speaker 1
Comcast. Okay. I'm going back downstairs to put this near the app.
33:00
Speaker 2
And by any chance, your Internet provider? Okay. Okay.
33:00
Speaker 1
Um, the last four digits. um, 5, 2, 4, 6. Yes, they're both unplugged. Um, turn what on? You mean the two non-working nodes? Oh, I don't have enough outlets, I think to do, [silence]
34:00
Speaker 2
And then later on, ma'am, I'll be asking what's the last four digits of the second non-working node. Yes. Okay. Thank you. So, um, you also, you can like turn on now both devices, the two non-working node. Please turn it on. Uh, please turn it on, ma'am. Um, you can plug in now. Yes. Yes, ma'am.
34:00
Speaker 1
I can't plug them both in at the same time. Do I need to do that? Yes, well, let's see. That's, because, because these, you know, the plugs are the problem is the plugs are so big, you know, that it takes up more than one outlet. That's why. Okay, well, we are going to have to do that. Okay. All right. [silence]
35:00
Speaker 2
Okay. We can do one at a time. But right now, um there, there's, even though it's like, um, within 10 feet away from the, um, Parrot now, there's, um, only one outlet. Oh, okay. Oh yeah, we can just do one at a time. [silence]
35:00
Speaker 1
so i'll plug in um one right now. okay. all right. it's plugged in. all right. okay. Blue. Oh, there's Child Note. It's very faint.
36:00
Speaker 2
Okay, what's the color of the light right now ma'am? The parent or the child node? Okay.
37:00
Speaker 1
Yes, it's I guess it's, yeah, it's blinking very faintly blue. Yeah. Okay, now it's red. Solid. Yes, yes, that part. Mac, Mac. Yes.
38:00
Speaker 2
It's still blue. Blink to blinking. [silence] Solid or purple. Okay, do you have a laptop ma'am or a tablet? Uh you'll have laptop? Is it a, um, Mac or Windows 11? It's a Mac, okay. Okay, so do you have it there right now? Okay, on your laptop, [silence] again, the light
38:00
Speaker 1
I use Safari yes uh huh yeah 1 9 2 dot 1 6 8 dot 1 dot 1 silence say it Okay, it says pad transfer rate
39:00
Speaker 2
okay, still solid red, correct? on your laptop. okay, kind of open a browser. If you have Google Chrome, please use Google Chrome. If you don't have, you can use Safari. and then on the address bar, on the address bar, erase everything. Type this numbers 192.168.1.1. [silence]
39:00
Speaker 1
Well, it said sign in, log in with your router password. Oh. Okay. [silence] An 'expected error, invalid router password.' Do you want my router password? Do you want my router password? [silence] Let me see if I have it. [silence] I think I have it. [silence] I came up with an air too. [silence] That didn't work. [silence]
40:00
Speaker 2
Is that the access router or? Okay, um, can you use admin, ma'am, in lowercase A-D-M-M-I-N? Let's try that. Okay. Um, can you use the... Um, yeah, how about try that one, ma'am. Um, yes, please.
40:00
Speaker 1
um uh something he he he he he he he he he he he he he he he he he he I'm sorry. use the password at the where Okay
41:00
Speaker 2
How about use the password that is at the bottom of the parent node? At the bottom of the parent node.
41:00
Speaker 1
So, they didn't work either. Let me see if I can do it again. No. Let me try it again. Y, I guess it's Q, I, sorry, C. No. That's the one I wanted, right, right? There it is. Under the parent node, do you want me to try to is there a password under the child node? Oh, okay. Yes. A reset on the townhouse. Okay. My finger keeps moving off of it. Yeah. Uh, I'm, now, I am, now,
42:00
Speaker 2
Oh, no ma'am, that will not work. Okay. So right now the parent node, I mean, the child node, it's still uh, solid red, correct? Okay, we'll do a reset on the child node, ma'am. Okay. Uh, yeah, on the child node, press and hold the reset button for 20 seconds. You know, holding the reset button, pressing it.
43:00
Speaker 1
Okay, 20 seconds, should I go? No. Okay. Let's go now. Okay. No. It's um kind of off. Off.
44:00
Speaker 2
Yeah, let's go. Yes, ma'am. Okay, is the light blinking right now? [silence]
44:00
Speaker 1
No, uh-uh. No, it's red. It's actually a bright red. So, I guess you, yes, I guess you would call that kind of pinkish.
45:00
Speaker 2
It's not on. Make sure that the switch is not off. How about the power? Mm-hmm. Is it like more on a dark red or it's like more on a pinkish red? Is it the same color earlier? When you turn... It's a pinkish. Okay. [silence]
45:00
Speaker 1
hello Okay um yes yeah should I do that right I saw that let's see recover key hmm um I'm you know I took a picture of it and I'm not sure what the
46:00
Speaker 2
Okay. Ma'am, right now, um, let's go back to your laptop. And it, since it did not ask for the pa, it did not receive, uh, or accept the password. Is there an option to reset the password? Um, yes, ma'am. Click on reset, and it will ask for the recovery key. The recovery key, ma'am, is at the bottom of the para- node.
46:00
Speaker 1
Nob orchards,
47:00
Speaker 2
um okay okay yes it after you reset the password man it will ask you to create a password minimum of 10 characters at least one letter uppercase and at least one special characters okay and it can combine numbers letters and special characters. you
47:00
Speaker 1
Oh, yes, ten, huh? three, four, five, six, seven, eight, nine. And let's see. Okay. [silence]
48:00
Speaker 2
in the web and allowed.
48:00
Speaker 1
Okay. Okay. So I came up with a screen. I guess it says smart Wi-Fi tools router settings here.
49:00
Speaker 2
Silly. google. OK. you're off on the Lindsay Smart Wi Fi OK, yes, never go to connectivity, man.
49:00
Speaker 1
Okay. Under, oh, under internet settings? Okay. No. Nothing. Okay.
50:00
Speaker 2
Right on connectivity and then um, right next to administration tab, do you have the router CA setup or CA setup? Okay, right below connectivity, you have basic internet settings and then on the far right, you have the router CA setup. no-ma'am, no, no, not internet settings. You have their local network, advanced routing, administration. Next to administration, what options do you have? okay, kindly close uh connectivity. Just click on cancel at the bottom. Okay. and then on the [silence]
50:00
Speaker 1
no. on the main screen. back to the main screen. smart Wi-Fi tools. setting. OK. yeah. and I'm looking n no, No. there is no nothing there. oh, oh, C.A. yes. I see it. OK. OK. OK. connectivity again.
51:00
Speaker 2
scroll, scrabble down a bit. You have their end, you sign up and your insurance agreement, privacy statement. Right. in skype is scroll down, Casey scroll down. bit. They have there. You have the right. OK, on the far right, you have the option, CA. Yes. Click on CA. Then after you click on CA, it will refresh the page. Just go back then to connectivity.
51:00
Speaker 1
okay. Oh, it now says CA router set up. okay, click on that, all right? okay, your master mode is now configured. and okay. um, oh, oh, you have to click ok, I guess. oh, oh, oh, I already clicked okay. uh-huh.
52:00
Speaker 2
Okay. Okay. Yes. Yes. Yes. Okay. and then. Okay. Don't click on add wireless child node. Okay. Okay. Not yet, ma'am, not yet, ma'am. Just after you click on add. Trouser check the child node, ma'am.
52:00
Speaker 1
I clicked okay, and then it comes up with network status, link says home networking, wifi settings. Should I go back to connectivity? Okay, um, KAC rather. Um, uh, rather. Um, rather. Um, rather. Okay. Um, rather. So, um, rather. Um, rather. So, um, rather. Um, rather. Um, rather. Okay. Uh, rather. So, um, rather. Um, rather. Um, rather. Um, rather. Okay. Uh, rather. So, um, rather. Um, rather. Um, rather. Um, rather. Okay. No. Uh, rather. So, um, rather. Um, rather. Um, rather. Um, rather. Okay, I can add wireless child nodes, you know, I click on that, okay? All right. And do you want me to click on okay, cancel, or apply? Okay. Well, now it's grayed out, you know. I clicked on it, okay. And now it came back. Child node, again. And wireless child node. Again.
53:00
Speaker 2
Is it blinking? [silence] Ah, yes, please. [silence] Is that child node right now? Is it grayed out? Yes, yes. Uh uh, [silence]. Don't click anything yet, ma'm. Kelly, [thud] can Kelly click child node? Can Kelly check the child nodes right now? Ma'm.
53:00
Speaker 1
No, yes. Yes, it's blinking red. [silence] Yes. [silence] It is green.
54:00
Speaker 2
not, not, not on that page mom. Doctor notes. kindly check the child Node. We're now adding it back to the network. K? to child Node, the one that we just turn on, the one that we just reset. Is the light? K? Okay. Let's just wait for that. Okay. Crystal blinking red. How about the parent? Silence.
54:00
Speaker 1
Oh, now it's green. [silence] The child is now green. Oh, now it went to red. [silence] Oh, okay. [silence] Oh, now it's green again.
55:00
Speaker 2
the child is still blinking. Okay, let's just wait for – Okay, let's just wait for another minute or two to make sure that the child node has stabilized its connection. that's still starting up. Okay, just wait.
55:00
Speaker 1
Okay, it's still solid green, green. Okay. Okay. Okay. Okay. [[silence]]
56:00
Speaker 2
okay let's wait for another minute just to make sure this is now already connected back to the network
56:00
Speaker 1
yes. [silence] okay. [silence] okay. I plugged in the other one. [silence] Done. [silence] okay.
58:00
Speaker 2
Okay, it's still green. Okay, you can unplug it now from the power and so that you can turn on the other node. Okay. On your computer, ma'am, kindly click first on done adding child node. Okay, and then Then just leave that page open. And we'll wait until the light on that node will be like solid red or blinking red. Then we'll do also a reset on that later. And then, so that we can add it back to the network.
58:00
Speaker 1
uh. Okay. Solid, solid red. uh angle. My finger went there. Hang on, uh. one more. Uh-huh. That's a good idea. Let's, okay, starting now.
60:00
Speaker 2
solid red. Okay, same thing, ma'am. Press and hold the reset button of that node for 20 seconds. You can use a pointed pen or a paper clip if you happen to have a problem pushing the reset button. Okay. Okay, please release the Bisa button and then waiting again, wait for until the light turns into like pinkish red. [silence] [silence] [silence] is it solid pink now or like pinkish uh I think it should red [silence] okay [silence] same thing ma'am on your computer [silence] click again on add wireless child node [silence] okay and then do not click anything [silence] then let's wait on the second child node to be added [silence]
60:00
Speaker 1
So how is the computer communicating with the, is it communicating with the master node through the, um, oh, okay. It's blinking. Oh, even though it's blinking? Oh, the one, um.
63:00
Speaker 2
Yes ma'am. Yes, communicating to the master node. Actually ma'am, while waiting for this child node to be connected, we can now bring this node to the place where you want to put this node. The other node: the one: no no the one that we just unplugged. Yeah, the one that we unplug. [i've already running that node while waiting for this node] Okay
63:00
Speaker 1
oh, can you plug that in? And we get the one at the end over there. Let's unplug some things to make room. Well, no. It was in there. That was where it was. I'm saying that it was more in our to put like this and unplug some things. Oh, sorry. It's plugged in. Okay. Is it? Yeah. Okay. Okay. Okay. So it's in but hasn't started blinking or anything yet. Okay. Okay. So I go back to the other one now? Okay. Alright. Thanks Caleb. [silence]
65:00
Speaker 2
um, Yes. [silence] Okay, let's, can we go back then to the other node? We'll just leave it there, but that will still boot up. [silence]
66:00
Speaker 1
[silence] Okay, that one's solid green. Mhm. Yes. Okay. Okay. Right? All right. Okay. I came back to the main menu.
67:00
Speaker 2
Okay. That's the one that we are adding again, right? The second node. Okay. Let's just wait for another minute to make sure. Okay, we click now on, done adding child nodes, ma'am. Okay, and then you click on, up, click now on OK. Okay. yes, it's still green. Wi-Fi? Okay, ma'am. Please, you may now unplug it and same thing, you can relocate this node again.
67:00
Speaker 1
Okay. Should I go check to see if there're lights on the other one? Um, On the first one.
69:00
Speaker 2
Yes, mum. Double tap and then light turns green.
69:00
Speaker 1
Ah yes, it's green. Wonderful. This one hasn't come on yet. [silence] Oops, blinking red. Yeah. Yes. Right. Okay solid red. [silence]
70:00
Speaker 2
It's still um probably booting up. The first node that we relocate that's already green right. Okay, so we're just waiting for the second.
71:00
Speaker 1
Curtain. and this one is green. let me make sure. no. actually it's not green yet. it looks like it's very faint. So, look at So it is green. Yeah. Yeah. Just because when it says there's a lot of light on it. I guess it doesn't show up very well. Yeah. Oh.
72:00
Speaker 2
[silence]Mhm-Be-it's somewhat green, right? Okay,S-so ma'am, basically what we did here, we just reset the node,á um the two child nodes and then,um we added again back to the,um network, okay?S- So is there anything else ma'am?
73:00
Speaker 1
No, thank you very much. I really appreciate it. Okay. Okay, great. Thanks very much. Bye. All right, have a good day, Carla. Bye bye.
74:00
Speaker 2
Okay, you're welcome. And thank you also for patiently cooperating with the child who was shooting without you, without your cooperation, ma'am, we would not have been able to resolve this problem, okay? So, if you need assistance again in the future, feel free to give us a call. Okay? Or you can visit our website, ma'am. That's support.linksys.com. Okay? You're welcome. So, thank you for calling Linksys. This is Carla. Bye for now. Uh you too, ma'am. Goodbye.
74:00