Speaker 1
Yeah. No, [silence] yeah. Yeah.
00:00
Speaker 2
Welcome to Linksys 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 register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
a prayer I don't want to. No. [silence] No. I'm sorry. This is why I'm trying to say that. Yes, I have no problem with my product. The problem I'm having is your the mobile app. Every time I'm trying to login, it seems to restart and has me login again. No, no. Yeah, I think it is, but I've had no problem with this and it seems like the app hasn't been updated in quite a.
02:00
Speaker 2
Hi, thank you for calling linksys. This is Regina who will help you today. But is this your first time calling us for support service? in case yeah let me check if
07:00
Speaker 1
yes Devon Dow nm Devon Dow Evan Dowing van the OW G G six 39668. D Ian e们 with a number one at m.com D.V.O.D.O.W.N.I.N.G. with a number one at m.com all small
08:00
Speaker 2
[KEEP_UNCERTAIN] And are you calling from the United States? May I know your first name and last name? [silence] D A V E N D A V E N And your last name, can you spell that for me? And your call back number. And your email. The D O V O N D O W N N I N. Go ahead.
08:00
Speaker 1
uh letters just one yeah it's um your one zero M one a C 0 3 2 1. Right yeah yeah okay um it's charter spectrum yeah I did I did I did try that
09:00
Speaker 2
And how... okay, so thank you for that. And how many links is router do you have sir? Can you please provide us your number? So it's 50U for umbrella 10M for Michael. 18C for Charlie. 03263. Okay, so the model number of your links is device is a MR20 EC. And who is your internet service provider? Spectrum. Now have you tried to delete the app, uninstall and reinstall the links app? Okay. Okay, can you please try to do
09:00
Speaker 1
yeah it just says when i go i have an apple phone and all there is is linksys there okay just a just a second yeah okay doing that now and okay i i deleted it okay now what yeah yeah there's nothing wrong with the router i just i'm not able to log in the app there that's what i'm telling you yeah no everything's fine with the router that's what i'm trying to tell you
10:00
Speaker 2
[silence] Yas. [silence] Smart [silence] a a Wi-Fi management. okay? So let's just proceed to uninstall and reinstall the Linksys app, sir for an isolation. But what is the light indicator of the router? Is it solid blue? [silence] It's working.
10:00
Speaker 1
You still here? Yes, and I did. Yes, and I did that. It just says linksus. And I got it through and I do it through my. Apple iPhone there. And I don't understand what you're talking about when I download the app. Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] speakers are talking continuously in a fast-paced environment, which interferes with the transcription.
11:00
Speaker 2
Okay then try to download yeah proceed to download the linked assist app what is the linked assist app is that the links so smart Wi Fi management? yes can you please try to check you have a lot of option under linked this app that shows links its smart Wi Fi management on the option
11:00
Speaker 2
yes [silence] try to go back [silence] make sure to download a linksys smart Wi-Fi management app. [silence] search linksys smart Wi-Fi. [silence] make sure your cellular or mobile data is make sure your mobile data is turned off.
12:00
Speaker 1
Mobile data is turned off. Well, where do I do that? On mobile data. I don't know where you're talking about. I never had this problem before. And what? Yeah, but I never seen this have this problem before. I mean no, I don't have mobile. Uh, I don't have mobile data actually. No. If you're talking about for if it's personal hot spot, no, it's off. Is off. Is off. It it's off, yeah. Save your data option roaming off, yeah.
13:00
Speaker 2
third WS cellular data. Do you have a mobile data? They have a mobile data. Yeah try to turn it off. Yeah do your personal hotspot, mobile data, make sure they are all turned off.
13:00
Speaker 1
Yeah. Yeah. They're... What? Forget the network. I don't understand. I don't understand. Okay. Okay. Forget the network. You mean I'm as in forget the network, turn off the network on that. Yeah. Okay. Okay. Okay. Okay. Yeah. I just did that and now I'm turning on the Wi-Fi here to yep, here we go. Yep. And then I just relog back in. So now try this again.
14:00
Speaker 2
and then make sure also that your phone try to forget the network so forget the network forget the network and then reconnect your phone try to forget the network and reconnect your phone click the i icon and then you will it will shows on top forget this network
14:00
Speaker 1
Okay. And what do you mean? Um, it never gave me that option after I log back in there, so, and I've always managed it, there's just something wrong with the app. No, this is all I got. No, this is all I got. Not a lot of us have multiple phones, man.
15:00
Speaker 2
Make sure to manage your Wi-Fi.
15:00
Speaker 1
there is no error message. It, I go in, it says getting router settings, and it's looking like it's wanting to log in, but then it goes back to the beginning of logging in. It gives me the Linksys that says Comand your router and it, and then it gives me the, um, a putting in the email and password again. It does it in a cycle, again and again. Yeah, but, um, and I tried to do that, but it gave me the option of, uh, just going to the app, you know, doing it by the app, you know. What? Yeah. Yeah, okay. Where am I going.
16:00
Speaker 2
It doesn't allow you to log in. What is the message displayed? the web interface. Now, click the picture or the image. Oh, the computer. Proceed to connect a computer or a laptop. Proceed to use a laptop or a computer. Let's try to use the web interface.
16:00
Speaker 1
Not too sure, what John?
17:00
Speaker 2
make sure your computer's connected to the Linksys network. open a browser, and then on the address bar, type 192.168.1.1. now, type 192.168.1.
17:00
Speaker 1
I'll go into my password here. Just a second here. Just a minute. How would this help though I'm not sure I understand. Okay. I see. Yeah, but I've always done it with my phone. I just don't understand why the um app has given me that much trouble. I don't um you know I've What? Yeah, well, I don't and I don't remember my password for that. So, yeah, right. Yes, I know. Um
18:00
Speaker 2
Yeah, because you can use the web interface to manage your router settings. But have you...can you please try to access the web interface if we can't access it? That's okay. We can actually reset it anytime if you cannot remember it. [silence]
18:00
Speaker 1
know that. I'm just... recovery key? I don't even know what that is. What? OK. Is it on the box too? There? 'Cause I have the box with me. Oh, great. Didn't know this was gonna be a problem. Has anybody called you with this problem? Someone else? See.
19:00
Speaker 2
It asks you to reset the router password or the admin password, the recovery placed. The recovery is labeled on the bottom of the router. The router itself. No, because most of the time they were going to log in on the web interface.
19:00
Speaker 1
Okay, yeah, I got it now. Just a minute. I didn't know this was going to be this big of a problem though. Okay, here. Just a minute. says that it encountered an unexpected error. and the error is 2 1 2 3. what does that mean? that could okay and that could be the problem of why I'm not logging in. I can't log in onto the app, right? there could that could be possible there okay. okay. okay.
20:00
Speaker 2
So it means that you will need to reboot. How about try to unplug? Unplug the modem and then the router. Wait for 30 seconds to 1 minute to plug the power back. Yeah because due to the unexpected error, try to reboot the modem and the router and then wait for 30 seconds to 1 minute.
21:00
Speaker 1
but I, everything else is connected just fine. So, I thought, yeah, just a second here. Here I'll do it. Just a minute, just a minute, just a minute. I had something I had to do here. I didn't know it was going to be this critical. So unplug it, you said, for 30 seconds? Right? Okay. Just unplug the power, right? Okay. Yep, I did that. I did unplug the power adapter. So I'll wait for 30 seconds here.
22:00
Speaker 2
and then after 30 seconds Yeah, 30 seconds to 1 minute. Yes, the power adapter. Including the power adapter. And then after 30 seconds, it plugs in.
22:00
Speaker 1
Yeah, okay, yeah, I'll wait for all the lights to show up. Okay. Okay, hold on. Plugging it back in now. Okay, good, I just plugged it back in. I just did. It's only one device. You said both devices. Right. Right. Mm-hmm. [silence]
23:00
Speaker 2
Unplug the router from Linksys, first. And wait for the light to show up. Okay. Including the, proceed to plug the modem. Okay. So, let's just wait for both devices to fully boot up.
23:00
Speaker 1
Yeah, right now it's blinking blue and green, so just taking a minute, I guess, huh? 35 minutes. I didn't know it took that long. Three to five. Three to five. I thought you said 35. I was like, what? Okay. Okay. Once it shows a solid blue, I guess, right? Yeah, okay.
24:00
Speaker 2
It will take three to five minutes. Three, three up to five minutes. [silence] Yes
24:00
Speaker 1
OK. Come on. OK, it's a solid blue now and now I'm just waiting till here I am. Now, I now I'll just try on the app and see if that works. Mm-hmm. Yeah, OK. Hmm. OK.
25:00
Speaker 2
yeah try to force closed and reopen the lynches app yes
25:00
Speaker 1
getting router settings, huh, same thing, huh, well, I went on, and I went on my computer, and it's connecting to it just fine, I did, I did log on to the links to Linksys Smart Wi-Fi and shows all my devices on, but what the computer, my laptop, it's working. [silence]
26:00
Speaker 2
since it still happened with the same thing, so we really need to reset and reconfigure your Linksys router. Yeah, due to the, due to the unexpected error, it's really recommended to reset and reconfigure the router since booting up or rebooted both devices still doesn't work.
26:00
Speaker 1
Yes. Yeah. Part of me thinks I think there is something wrong with the app. Hello. [silence] Say what now? [silence] Well it wasn't showing the error anymore on the laptop, you know. After doing that it fixed it just fine, you know.
27:00
Speaker 2
So were you able to access the web interface on your computer? Can we try to access it? If it will show an unexpected error, 2, 1, 2, 3? Yeah, but so we can only check that one if we can use a different device or are we going to reset the router for the advanced troubleshooting? For an isolation, sir, we need to try a different device. device or reset and reconfigure your Linksys router to isolate the problem. So, here are currently no Linksys smart Wi-Fi tools.
27:00
Speaker 1
yeah on the computer on my laptop okay click what, what report status report okay it's one point one five two one zero one six six yeah do what now
28:00
Speaker 2
So go to troubleshooting. And then on the troubleshooting click status report. Report. And then provide the firmware version. So one dot one dot five dot two one zero one six six. OK, so try to on and off your Wi-Fi using your iPhone.
28:00
Speaker 1
Oh, turn it on and turn it off on my Wi- Fi on my phone. Okay. Yeah, all right. So a little bit of un-install-A-Linksys app? Okay. Okay, I removed it. Now what? Um... yes. Are you still with me? Hello? Okay. Yes. Yup, done. Okay. Uh, I uninstalled Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only [ silence] .
29:00
Speaker 2
Try to on and off your Wi-Fi. I'll turn it off, then turn it on. And then delete the linksys app for the last time. Yes. And then try to reconnect your phone. Reconnect your phone. And then uninstall and re-install the linksys app. [silence]
29:00
Speaker 1
unzold it already. So now reinstall it again. Okay. I will. Okay. I could try lovely, uh, putting it on my iPad if it doesn't work and see if it works through that there. I hang on a minute. Let me just see if what we did works there, you know, first. If not, then I'll do that. But, um, and uh, if it doesn't work, I think it would should be established that there's probably something wrong with the app. cuz I could log on my computer and uh, see all what it's all hooked up to just fine, so. Oh, he says, all get notified of collect. Yes,
30:00
Speaker 2
Okay. Try to use an iPad.
30:00
Speaker 1
Yep, yep, it did it. It did it. I'm in now. Yeah, the iPhone, I'm in now. No, no, no, there isn't. Are there causes to this sort of thing sometimes that need to be reset sometimes? Mm. Okay, okay, okay. Well, I did that. And it's been a while since you guys had an update on your app. Are you guys working on another update on it? 'Cause I wondered if that's the concern. No, no, no, not, no, no, no, no, no, I mean, update on the app itself.
31:00
Speaker 2
Is that your iPhone? Okay. So since we successfully log into the link2sys app, is there anything else that I can help you with it might be also that the app, yeah, reset booting up both devices and then proceed to uninstall and reinstall the link2sys apps. We doesn't have any update with this model because as of now, sir, we are no longer manufacturer this one also. So if the issue will happen.
31:00
Speaker 1
The app can connect with any model. Okay. Okay. Okay. Well, okay. Well, thank you very much for your help. I appreciate it. Thank you. You too. Bye-bye.
32:00
Speaker 2
No, we don't have any update regarding the Linksys app, and we can only bear receive a call regarding with this kind of issue that won't allow to access, and it will go back to a starting point. It's fairly rare. Okay, you're welcome, Devon, and have a great day. Bye.
32:00