Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. Hello, so this is Mark from the Linksys level two tech team. Is this the best time to call you back? Uh huh. Uh huh. Uh huh. Uh huh. So, uh, I was notified that you've called in and you reported the same issue. about your system. Uh huh.
00:00
Speaker 2
So, the apartment and house and a hampton. Yes. And then the benefactor. Okay. Okay. Okay. Okay. Okay. Hi, mark. This is will. Yeah. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. same issue. And it worked fine after we reset everything before. And then the other day, it I think it was 930 at night or something like that, it started doing all this weird stuff again. And every time I go to connect my cell phone to the Wi-Fi, it told me it couldn't find the IP address. So
00:00
Speaker 1
I have So, but moment how's the behavior of the light on top of your lynx's nodes okay I but I I I
01:00
Speaker 2
and that I was supposed to restart my phone and reset the router, which I did several times. And it didn't actually start working until after I made the phone call to you guys. So there's something that that keeps going on. I did send in all the uh, uh, diagnostic reports with a little bit of a write up with them. So I sent those in. I don't know how you had a chance to look at them, but, uh, to me, there's something apparently wrong with that uh parent node to where it goes on its own little thing every once in a while. It's it's everything's working fine. That's that's what I don't understand is after after I got done with the phone call the other day,
01:00
Speaker 1
Oh. Yeah. Well, uh, it was just discontinued or. Actually, yes. In terms of the warranty with, uh,
02:00
Speaker 2
everything started working fine. I haven't had any issues. And I was wondering if I need probably need to look at uh replacing the parent node, but you guys apparently don't sell them anymore. Why is that? All the links to products. That's not good. So how long do you guys keep going? It's like warranty on this one that we've been having problems with, I think ends in next month.
02:00
Speaker 1
It still has the warranty until next month but uh let me help me remember uh recalls or you have another record that says here that you have five notes uh are this all MB 7000? one of the square ones uh hold on. Okay. Let me check this instead. Uh huh uh huh.
03:00
Speaker 2
This parent notes has been have. Yeah, it still has a warranty until next month. I have five nodes. All but one. One of them, I think it's an 8500. And it's one of the square ones.
03:00
Speaker 1
I see, so the other node is an MX 8,500. All right. On the log it only it shows four nodes. Uh-huh. I see. Okay.
04:00
Speaker 2
Yep. [silence] Yeah, that was probably because [silence] when [silence] when the dog was set in, when I did the reboot and stuff, it was like one of the nodes wasn't coming up. [silence] And then at one point in time three of them didn't come back up. [silence] And then about two hours later they were all up.
04:00
Speaker 1
Hey, that's probably the reason. So let me go back to what you said. So let's say your devices have lost connectivity. Is it like your devices have lost connection from the Wi-Fi Wi-Fi disconnected? IP address is bad. That's the message. [silence]
05:00
Speaker 2
Everything, everything, my whole, everything says the Wi-Fi is disconnected. And I put the phone, with the phone, it was telling me could not connect with the IP address. IP address was bad. That was the best my knowledge. That's what I remember, IP address was unattainable or bad or something. The IP address wasn't being read. That's why the phone kept disconnecting.
05:00
Speaker 1
[silence] is going back to devices have lost connection to the Wi-Fi and then when you attempt to reconnect, like you selected the Wi-Fi again, it can't connect.
06:00
Speaker 2
Yeah, and that really sort of bumped me out, knowing you guys aren't selling this stuff anymore. I've been using you for nigh on 30 years. That it wasn't, it wasn't connecting. That... That
06:00
Speaker 1
Restart you mean you turn off and on like all of the nodes okay okay so you unplug the circadian node after a couple of minutes or seconds plug it back you wait for it to completely boot up and after that the rest of the
07:00
Speaker 2
That da when I re-redid it and it was showing the IP on my phone was bad and I had to take and reset the router and my phone. I did it a minimum of three times before the phone finally unplugged completely, so I didn't have any power. Just the parent
07:00
Speaker 1
All of the nodes are back online. Uh-huh. Uh-huh. Okay. Okay. And when you realized the issue, did you happen to observe if the parent node or any of the nodes have a red light or a flashing light like during the dis disconnection.
08:00
Speaker 2
It would boot up, it would boot up, I actually was able to connect to the phone to the Wi-Fi and then a couple seconds later, informing me the IP address is bad. [silence] And there's been no more connection to the to the to the parent note. [silence] [silence] Well, they all go through that that phase when they're restarting and stuff on the on the thing. [silence] So, yeah, they had the lights. [silence] You disconnect it, you turn it back in, then you get one color light, and then it starts to flash, and then it goes solid to another color light.
08:00
Speaker 1
I mean, before you unplug it, like during the issue. When you realize? Okay. So, overall, you observed that the devices have lost connection to the Wi-Fi. Uh, when you attempt to reconnect, it it it won't connect. That's why you unplug the parent node to and it'll.
09:00
Speaker 2
When I unplugged it, the light was white. It would reconnect, it would reconnect, and then it would disconnect and tell me that the IP address was invalid.
09:00
Speaker 1
It would reconnect, then disconnect and give you the IP address message. Okay. And when this was happening, this issue,
10:00
Speaker 2
on my phone wasn't wasn't working. I IP address supposed to be communicating back and forth IP address. Yes. I tried to bring up the would try to bring it back up on my phone. It'll tell me after a certain period of time, you know, you wait and wait and it's trying to connect. It tells you the IP address is bad.
10:00
Speaker 1
Are you by the parent node, or you're in another location close to a child note? Okay. So I'm going to think you call in again. Probably on the 31st of May, but after that the network's fine until now.
11:00
Speaker 2
Monday morning. [silence] The 31st of May was a Sunday.
12:00
Speaker 1
Or maybe June 1st. Got it. Can you - or since all the nodes are online, right, let's capture the logs, the diagnostics logs. Open the Lynch app on your phone. All right. And then send it twice. No. You just have to send it twice. All right, just got it. All right, there are five nodes. So, these nodes are wired to the... Do you have a network switch in between the parent nodes and the child nodes or how are these connected?
13:00
Speaker 2
You don't need me to write anything, do you. Oh. Yes, they're all connected by ethernet.
14:00
Speaker 1
So about the other child node is it directly wired to the parent node, okay, so from the parent node I think you mentioned the switch is in the attic and from that switch,
15:00
Speaker 2
uh, through, the other one is directly ruled and to it, yes. uh, yeah, room one, yes,
15:00
Speaker 1
three child nodes are wired to it and the other one is directly wired to the parent node. do you happen to know if the modem has its own Wi-Fi? but it has a different name than the
16:00
Speaker 2
[silence] Yes. Correct. [silence] Yeah, Cox, Cox, uh, Cox, uh, uh, fiber optics. Yeah, it has a different name for the, for the, uh, no, like it's called Mind Star Wars. It's Cox.
16:00
Speaker 1
Okay. Yeah. Same exact issue with a different brand.
17:00
Speaker 2
Cox Wi-Fi. And that is connected directly to the parent note. I guess my son-in-law had the same issue yesterday at his house. My son went over and they got TP Link instead. Same exact. Internet started, yeah, where it started dropping. I don't know what brand he had, but he bought TP Link.
17:00
Speaker 1
do you feel that's from my another brand I'm sorry yeah there was a team before that focuses on supporting customers that had developer units
18:00
Speaker 2
they had, uh, TP-Link 70, Nx. or something like that. I know. Which is, if these things start going out, then you have no more support for them because you're not making them anymore, which I think that's probably why you guys got rid of the V-Link hotline. Correct? You used to have V-Link hotline. Yeah, the. Yeah, and that, that, that's totally gone now. [silence]
18:00
Speaker 1
Yeah. Well, uh, going back to the second. What I can, um, well since it noise working fine right now. But, uh, what I can say is that we have a, we have a beta firmware. Uh, hold on. Oh, let me see the firmware. 216607 Hold on.❤️
19:00
Speaker 2
That was 24 7. Now it's Monday through Friday. So, apparently some along the line you're not going to have a job, are you? It's going to be really bad. [silence]
19:00
Speaker 1
216-827. Okay. we have a beta firmware sure that this was created for this kind of situation. but uh before that uh since you have access to the app let's open it and then go to uh wi-fi settings [silence] so Wi-Fi settings then we go to advanced Wi-Fi settings
20:00
Speaker 2
5 minutes, Star Wars. I'm there. [silence]
21:00
Speaker 1
Do you have the option that says M L O or multi link? operations is off okay um yeah Checking another thing. Of settings. Okay, so still on that same screen here, you see this option that says channel finder. Okay, when you tap on it, there's this toggle button that says channel finder on off, is it? Google on or... to the left. OK. So, it's, oh, it's gray. OK. All right. And if we go out, do we have... the option says dynamic frequency selection. DFS. Is it off? OK. Does it also say there should security type? [silence] multiple selection and the phone that you using right now is this an iPhone or an Android phone? okay and 75 also
22:00
Speaker 2
Samsung Galaxy 25 s25 ultra
25:00
Speaker 1
I think what I would do is that I'll have to confirm this, because there's a better firmware. And then I want to confirm if this issue that you have experienced or you're experiencing, pulls for that better firmware. If it does, then we will do an update. I don't know. Logs. Let me double-check the logs first. Do you have a computer or laptop that we can use here to log into the web interface? Use that. So open the browser.
26:00
Speaker 2
I've got desktop. Okay. Browser's open. [silence] ... ... ... ... ... ... ... ... ... ... [silence] I gotta type in the router password. just running rabbits.
27:00
Speaker 1
okay. click on C.A. that's at the very bottom. bottom right. then let's go to Wi-Fi settings. alright hold on. Wi-Fi settings on the very left. yes. okay. By the way, are you...
29:00
Speaker 2
Okay. [silence] We're in. [silence] Done? [silence] Okay. [silence] Tools, tools, tools, tools. [silence] Okay. [silence] There's three of them there. [silence] Oh, you want this. Wi-Fi settings over here underneath the router settings. [silence] Okay. [silence] We're in there.
29:00
Speaker 1
Or did you enable the guest Wi? FI? okay. So, under Wi-Fi settings, click the tab, the advanced tab, um, should see options like client steering, node steering. Uh huh, which ones are enabled or on? Okay.
30:00
Speaker 2
No. Okay. Dynamic frequency, multi-link operation, node steering, client steering. On is client steering and node steering.
30:00
Speaker 1
For now shallad's turn off clients steering. [silence]
31:00
Speaker 2
[silence] Okay. [silence] Ruburner update. We'll go in there. Okay.
32:00
Speaker 1
Yes, reservation. Yes, click that. And then it should show you a table that shows the device. Yes. Now, in case this is an issue with the ip address. Let's try to do this. Let's add the devices to the reservation list. uh just on the right select it and then click add DCHP reservation. Uh yes, all of the devices on the list. [silence]
33:00
Speaker 2
down there near the bottom. Click on that. Okay. And I see that it was signed IP address. Okay. All of them. And I should have one where you just click all for all of them.
33:00
Speaker 1
All right. And then once done, just hit apply. All right. Let me know once it's done. Beware of the changes.
35:00
Speaker 2
And all of those. Done thing. Huh? there was no applied there. It was a button that said add. [silence] Once I clicked on it, all the check marks disappeared. [silence] Okay. Applying changes. Your router is applying changes. The action you perform may cause services to temporarily lose connectivity. Okay. And then you can select done. [silence]
35:00
Speaker 1
OK, uh, let's go out of this connectivity page. Just hit OK at the bottom. And then let's go back to Wi-Fi settings. So, uh, what are the security modes for each band?
36:00
Speaker 2
if your route back. Okay. WPA2, slash, WPA three-lock purse and the six gigahertz, man, is just WPA three personal. [silence]
36:00
Speaker 1
Okay. WPA 2 slash WPA 3 personnel for 2.4 and the 5. are there's 50 devices or do you have devices like you happen to know that does not or do not support WPA3 most likely older devices WPA3 in particular lights what I know is this devices
37:00
Speaker 2
There's fifty-five devices, and they supposedly do support the WAP. Because most of the, most of the devices are lights, which are, are you know, like smart lights, ring cameras, [silence]
38:00
Speaker 1
Most likely only supports 2.4 and WPA 2, uh personal.
39:00
Speaker 2
Yeah. I don't know. The only ones that use the 5 GHz in this house are my son and grandson for their video games. [silence] Okay. You're updating Wi-Fi settings.
39:00
Speaker 1
All right, and after this, let's go back to the Linksys app on your phone. And then send another set of logs. All right, cher. Well, those are the items that I can recommend that we do for now. Uh, review the logs and see what else we can do. And also the better firmware. one to verify if the issue that's experienced is. Uh huh. Uh, no. We will give it to you manually. Manually. Like, we have to call you, then give it to you.
40:00
Speaker 2
So how do we get Does this go automatically update to the new firmware or How's that work? Manually okay
42:00
Speaker 1
[silence] Producing routers directly to customers. I think we we are partnering with internet service providers. I think that's what's happening. [silence] Uh, [silence] we're actually in
43:00
Speaker 1
in the middle of the changes on our business model, so you you might not observe it right now alright okay do you as well alright
45:00
Speaker 2
Okay. Okay. I guess that's it until I get my phone call back. you have a blessed day. All right. Bye bye.
45:00