Speaker 2
welcome to Linksys support. to assure quality service, your call may be monitored. please remain on the line for assistance. I thank you so much for calling Linksys. this is Dresden and I help you. Okay.
00:00
Speaker 1
So connected which isn't true. Um and um I thought I might try removing the disconnected ones, restarting again. But it tells me I need to switch off the whole system. Um and I'm I'm wondering if the best thing to do is to remove them all from the app, uh all the ones that aren't working. Um and now and um start again. The Wi-Fi the Wi-Fi is working on um one, two, two nodes. It's working. It's there. But three of the nodes are refusing are refusing. Went down last time I had to reset the system and I can't get them to come back up. So basically what happens is, it ends 2000. And um what happens is they go purple as you'd expect at sorry, I wanted to sit on
01:00
Speaker 2
The Wi-Fi is not working right now. It's completely off. Okay. What's the model number of the device? Sorry. What is the model number, ma'am? [silence]
01:00
Speaker 1
He said, um, they're all Mx, 2000. I'll give you one of them. should we start with one? Um, the serial number is, you want the whole number, 5, 0 D. 1, 0, M, mother, 2, 9 Charlie, 2, 55, 33. Oh, the internet, subsequent. clear.
02:00
Speaker 2
Well, what's the model number here? Okay, so can you give me the serial number of that there would be? Okay. Okay, this is okay. I'll just check on this. And can you tell me who's your station?
02:00
Speaker 1
[KEEP_UNCERTAIN] Sorry, what was the question? [silence] Yes, I know I've had problems, but I've been able to resolve them before. [silence] Julia Hicks, CLX, and my Julia_Hicks CLX at me.com. [silence] Uh, hang on a second. Let me count. Um, I've got the pet, I've got the parents, and, let me just have a look.
03:00
Speaker 2
okay have you called link systems before or this is the first time this is the first time you're called link systems. okay can I have your full name and your I ma address. and what your I ma. okay so how many links is device do you have in total I maxest nodes
03:00
Speaker 1
1 2 3 4 5 6 I think. I think. Hang on a second. I'm just going to check. Oh, the it's a large one story building. We have cat cat 5 cable connections in various places. Um, I'm going to second. I'm just going to have a look on the app. Um, seven. Yes, seven nodes in total, including the um, parent. At the moment three. I've got two of them switched off and one of them sitting purple. Um,
04:00
Speaker 2
Okay. Now, um, how many nodes has been disconnected? Okay. Now, please, bring them right next to the parent node.
04:00
Speaker 1
How, wait, it says, not, yeah, okay. Ah, that means, I've only, hang on, sorry, I've only got power for two, so I'm just gonna concentrate on on those two, yeah, okay. So, um, what do you want me to do with them? They are about 18 inches away. and you want them switch on. Okay, let's do this. Um, God, when did we set up the system? A couple of years? I'm sure I don't remember exactly. Um, [silence]
05:00
Speaker 2
Do you have the unboxed in bringing the the node and the power adapter you power them on right next to the parent all of them. Okay then do it too. Power them on right next to the main router the main node. Yes. How long have you been using this device by the way? [silence] How many years?
05:00
Speaker 1
[ silence ] Three years, possibly. [ silence ] And since we got Giggle Clear, for sure. So I've switched them both on. and they're flashing away. [ silence ] It's no more than three. [ silence ] I don't think. And you're asking me, um, [ silence ] Yeah, we've had we've had Giggle Clear about. Uh, not quite. We got a starter pack from Giggle Clear of two nodes, I think, or three, and then I bought the rest myself. So I can probably look at what I could probably find the purchase details, actually. That would be the way to to to find it. The ones I purchased myself.
06:00
Speaker 2
So like two years, three years, four years? But you got this from GigaClear, right? Okay, so where did you purchase the notes? [silence]
06:00
Speaker 1
I think I went through Amazon. they're both powered on one of them's gone purple, the other one's still thinking about it. It's flashing red at the moment. oh, I see. I some new ones yeah, sorry.
07:00
Speaker 2
Yes. Okay, we're able to power them on. Okay. [silence] All right. So I just wanted to set your expectation, ma'am, that for this specific device, we provide three year warranty. So for warranty, ma'am, that is subject for validation. Now, if in case that there will be any issues, or the device will be deemed defective after troubleshooting, we'll have to follow the warranty of the device. Yes. And also the troubleshooting will be free as well. So now, let us try to reconnect the node back to the
07:00
Speaker 1
So, can I just confirm what you're saying is, obviously, if these are beyond repair, I may have to get new ones if they're out of warranty. But you'll still help me, hang on a minute, and yeah, so I, sorry, are you still there? Yeah. Yeah, so will you still help me troubleshoot just to establish that they're beyond? Yeah, that's marvelous. Thank you, that's all I would ask. Hang on. Hang on. Okay. I bought the, purpose.
08:00
Speaker 1
Yeah. Yeah. I've tried them all at various times. Um, I've got the, um, I've got the app. Oh, right Got you. Okay, let's go there. Uh, Wi-Fi. Yeah. Yeah. What you want to know? Yes, I've got two, actually. I've got uh, uh, uh, one for,
09:00
Speaker 2
Okay, let us reset the. Did you reset this already? Hm, okay. All right, can you try to look at the Wi-Fi settings of your phone, Wi-Fi settings and then try to look if you can see available networks that says setup or link sys setup. No, not the App Wi-Fi settings of your phone. Okay, under Wi-Fi settings, you look for the Wi-Fi network that starts with linksys setup or setup. You have to. [silence]
09:00
Speaker 1
Yeah, I've got, uh, I, I, I added one for the guests. Do I want to go to the bell at one, do you think, would that be best? Right. Okay, that's good then. And, and it still says that I've got five working child nodes, which I really don't. Uh, wait, oh, hang on. Menu on this opening screen. Right, I'm there. Hang on a second. So, yes, I'm on the, it starts devices, safe browsing, et cetera. Is that what you mean? It it starts with devices, safe browsing, Got you. Yep.
10:00
Speaker 2
Okay, now it's okay. Open the Linksys app. Okay. Now click on the menu. Yeah, there's three lines at the top left of the screen. Okay, scroll. Now what does it say again? Okay. Scroll all the way down at the bottom and look for the option that could say set up a new product. Okay, now what's the what does it say after you click set up a new product? Okay, alright. Yes, you click on that. So that's the wifi name of your network, right? [silence] Yes. If you have [silence]
10:00
Speaker 1
What, what, sorry? This is clear, but what I don't understand is these are already on my, a. Should have not removed it. Gotcha. Okay. Got you. Okay. So, next, uh, node light is solid, yes. Doesn't matter what color solid, presumably. Move on. Ah, I see. Right. Looking for child nodes. This could take up to a minute. Sorry? Ah, what, one of them, the one that was purple is now.
12:00
Speaker 2
Sorry, I didn't hear that. what's your preference for music and what types of devices would you be using?
12:00
Speaker 1
[KEEP_UNCERTAIN] flashing. I know it's still, purple. So, did you say that the, um, uh, while I'm waiting for this, that they're covered up to three years? Or two? What is it? Hello? anyone. Oh. Did you say that they're covered up to three years? Okay.
13:00
Speaker 2
So, when exactly did you purchase the device, by the way? Um, I mean, um, I mean on the official receipt, you have it? when exactly did you purchase
14:00
Speaker 1
This is what I'm trying to answer to you, so I'd need to look at the exact numbers, so I bought, because I bought them over a period of time, but all five nodes, so I've got seven in total, the beginning package came with two, and all five nodes were purchased after the 17th of August, 2023. My goodness, that's in time. I have the, I have the details here on the Amazon receipt, sure. That's right. That's right. The, the one that was sent. That was flat. Well, we'll see what happens after, four to six minutes, but the red one's doing nothing. The purple one is, thinking about it, flashing. Oh, I see. So, I read that. Yes, that's kind of funny. I've never had this problem before. Occasionally, they go down and I just put them back next to the parent and they just turn blue and I put them back where they belong. Ah we have blue. Yeah. That's fantastic. Oh, it's gone right now. Are you still there? Yeah, good. Um, I've just had a message to restart the route. what, what is the what sorry? They're both flat, red, now. Yeah, the one that went blue went back to red and the one that was red to begin with never changed. So, it's got to both of them.
15:00
Speaker 2
Okay, what is the, what is the light indicator of the child node? What is the light indicator of the child node? Both of them. Okay, um, okay, how about this one? Let's, um, reset both of them again. Uh, press the reset button, yes. Press the reset button.
18:00
Speaker 1
He turns solid. Oh, I see. Okay, so hold the reset button until it turns blue, right, I'm trying the first one. It's black at the moment. That's blue. I do the other one. See if that turns blue as well.
19:00
Speaker 2
You pr- and, and hold the reset button, wait for the light on the top to turn off, and then the blue light should, uh, lit back on before you release the button. Yes. [silence] Yeah.
19:00
Speaker 1
I think i'm getting to understand the sequence now. you know, they're both currently blue. but the first the first one is, um the first one i did is now flashing. [silence]
20:00
Speaker 2
Okay, now, let us restart. Okay, both of them are purple.
21:00
Speaker 1
Can I just take the power out the back? Yeah, just take it out and put it back in again. No waiting. Okay? It's out. And now it's back in. So we
22:00
Speaker 2
[silence] Now let us reboot the parent node unplug the parent node and[silence] and uh plug it back in so just turn it off and then on again the parent node. [silence] Yes. [silence] Yeah. [silence] Yeah. [silence] [silence] [silence] [silence]
22:00
Speaker 1
I know the route is still flashing. [silence] Sorry, yes, it's, um, flat blue. Just going.
23:00
Speaker 2
okay,now,on,on,the, theparent,parent,nodenodenou,oupressthe,the,reset, resetbuttonbutton, buttonfive,fivetimes,times,withwithinfive,55seconds,secondssothat thatititwill,sshendsignal,sig,signal, to,to the thachild,chilnode, nodeng, you,youshould,sholdodo it,it likelike this,thenthen okay,press, release, releaseone,on, press,release,release two,press, release,release,3,press,release,release,4,press,release,release,5,press, um,yeah,yeah,555,times.take take,okay, silver, lightindicator,indicator, now.
24:00
Speaker 1
Yeah, it has. Sorry, I just looked away. Looked back and it was blue. Yeah. And the others are now flashing. And as you suggested and what I've been reading is one's ahead of the other. Flashing red at the moment. It's just red now. [silence]
25:00
Speaker 2
a parent node should turn back solid blue. Okay? So the output nodes are now flashing blue and then flashing red. [silence]
25:00
Speaker 1
Still flashing red. Okay. Yeah, that's true. That's like it said. Didn't it? Yeah. Um, I've just opened up the app, um, to see if it's changed anything. And it's saying, are you ready to complete set up? shall I say no? yeah, I will. all right, I'm logged out, that's fine. right, one of them has gone flat blue and the other one is still flashing red. fingers crossed. now they're both blue. no, one of them's gone red again. the one that went red before is gone red again. and now it's gone blue. oh, right, okay, so I'll sit and wait shall I? [silence] Can I ask you a question? while we're waiting. What you did just now, obviously, was dealing with a specific situation, and hopefully it's well, they're still blue at the moment, but anyway. Is there a record of doing this again if I have to do it again? Or is it that that that would be great. Yes, thank you. The problem, although I'm quite savvy with these things, the trouble is I only have, you know, you're in here, sometimes you'll have to do it once over the blue moon, so you can't remember what you did the last one. Yes. So, hopefully, when I log back in on the Enucleus app, it will refresh the details. Um, of what of which is kind of connected and which isn't. And, um, one other, one other question, but I've got you.
26:00
Speaker 2
Yeah. The good thing is that we have a, like a guide that we can send to you, you just have to download it. I believe that it contains videos. Yes.
30:00
Speaker 1
Obviously, if these are okay, what I don't have to do is unplug them and take them to the room where they are normally installed. They're both connected into into into they are wired into the system. Um, I was kind of do that as quickly as possible, is there a sort of period in which they a measurable period where they retain the information? When they're just being carried without power. Does that make sense? Yeah, is there is there is there a kind of cutoff point? Do I have to make sure I do it within say two minutes or something like that? Right. Yeah. [silence]
31:00
Speaker 2
Yeah, if you wanted to relocate the node, you can just do it right after this will be connected. After you disconnect, just reconnect it back again. There is no certain time frame, man. You just have to plug it back again right away.
31:00
Speaker 1
It's all seemed to have worked so far. I can't tell you in the states how happy I am. Still flat blue. Yeah. Yeah. Okay. I don't want to lose the power to it though. Um, can you hang? Um, yeah. Yeah. Yeah. I've got a way of dealing with this. Carl. Yeah. Can I bother you for a moment? Yeah. I'm just getting my other half to take one of them and plug it in where it needs to go. Yep. Can you put the power into that by the television? Yep. Then I can start doing this thing. [silence]
32:00
Speaker 2
Okay, what's the light indicator of the nodes now? Both of them? Okay. All, right, well if that's the case, we can unplug it and add the last one. But I do, do you have a extra uh power source to plug in the last one within five feet? Okay.
32:00
Speaker 1
Right one. Right, OK. Um, you don't need to worry about all the other cables, just the power will do. Right. Number three. Thank you, that's brilliant. I'm I'm I'm putting the power into it now. Here we go. So, at the moment it's Yeah, it's you're waiting for it to be purple again, I guess. Um, The ones that um we put reinstalled a few feet away. Oh, right. Okay. Um, it's, it's, it's flashing. Is that's correct? Right. Okay. Sometimes it just goes straight blue. Anyway. Okay.
33:00
Speaker 2
yes, on the parent node no okay [silence]
35:00
Speaker 1
It's gone. And you hang on to the phone and I'll speak. Uh shortly. Yeah. Yeah. It's fine. It's good. I'll. Yeah, I'll hang on to the phone and I'll speak to you shortly. Thank you. Okay. Thank you. [silence] Oh, sorry, I had you on me, sorry.
36:00
Speaker 2
Oh, oh, oh, hello? Hello. Hello? Hello, Julia. Can you hear me? Oh, oh, Julia. Can you hear me?
41:00
Speaker 1
Yes, I'm here. So what happened is, they've both gone, they're both blue now. They're all blue and it's fine. Except one of the, one of the working nodes has gone flashing red at the moment. Is that because we, that's just because we reset the router, I assume. I think it might go to be honest. I think it will go by itself. Um, I just happened to I just happened to notice that the internet had been briefly down. Not the internet, the Wi-Fi briefly down. Um, so I'm not going to worry about that for now. Um, do you think I can safely now lock um lay them out? go and try these out. It did. Yeah. So, I'm just I'm just checking again. Yeah, I think it'll probabil
42:00
Speaker 2
No. It's okay. Yes. Uh, yeah, it could be. Try to reboot the node. Just unplug and replug. Okay. Yeah, sure. Um, did the laugh node that we added finally turn back blue? Okay, all right. So, for the child node that has been blinking red, you can reboot it or bring it next to the parent node to reconnect. Maybe it just had a loose connection. Did it just connect back? Is it still red? Okay, so it's still red. Maybe it is broken. Then we can...
42:00
Speaker 1
Yeah, I'm just going to have to know I don't think so. That's fine. I will put those back in their place and see how we go. Thank you so much for your help. It's been brilliant. Okay, yeah, I know. Yes, I'm satisfied.ZV right. Okay. Thank you very much for your help. I thank you. Bye bye. Thank you. Bye bye.
43:00
Speaker 2
Yes. Yes. Do you have any other question? Okay, you're welcome. And thank you for your time and for your patience, you did very good job in the troubleshooting. I I actually send you uh, I actually sent you the home networking guide so that you can do it on your own. The troubleshooting that we did by your own. Okay, you're welcome and thank you. Bye for now. Take care and stay safe. Bye-bye [silence] and
43:00