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.
00:00
Speaker 1
Yes, ma'am. I, first of all, I want to thank you for having music on hold and not annoying announcements that run every 30 seconds. So thank you for that. I just no, no, no, no. No, the hold was no problem. The music was great. I was online with somebody the other day and every three minutes I had a recording telling me what I could do to fix the problem myself. So it was very annoying. Anyway, so I have I had problems last week and Nathan with your company helped me tremendously and got me at least a shell of an internet setup, but I ordered three new Linksys.
12:00
Speaker 2
Thanks you for calling LinkSys, this is Epi, how can I help you? I'm sorry.
12:00
Speaker 1
Routers, that's what your devices are called, correct? Okay, I can, I can't hear you, um, I've got it up as loud as I can. I can so much better now, thank you. So I bought the uh, is it Velop, V-E-L-O-P, Wi-Fi six whole home mesh system. So, thinking it would be so simple to hook it up, since I had a, experience last week with Nathan. And then I get a card in that says, set up guide, uh, either setting up a new one or adding two links, it's so, got that. And then I called the [REDACTED_PAYMENT_DIGITS] number that's on the card that came in the box. But that number is no longer in service. So I reverted to the number that I called last week, which is this number. And so right now, what has happened is I've got the the,
13:00
Speaker 1
main router plugged into the modem and in the same uh I don't know what to call it it's the same plug in the back of the router of the modem that the other the old Linksys was set were plugged into and so it it looked like looked like everything was going great and I have a solid white light I don't ever get a blue light anymore it's a white light but um so I it says then it goes and I'm online on my phone with doing whatever it tells me to do and it says we'll now configure your network and it kept going until like the blue bar along the bottom of the screen is going on fine until it gets about seven eighths of the way through and then it just sits there and it keeps showing the same I'm sorry go ahead
14:00
Speaker 2
[silence] Okay. [silence] Okay. Yes. Uh, yeah, yeah. So you're trying to to add new um
14:00
Speaker 1
Well, your, your, you're fading out again. I try to turn the volume up. Um, I'm, I'm actually, I'm replacing because the, the two that, well, the two that I have are okay, but they're not getting me. I mean, I, and one end of the house, I'm fine, the other end of the house, not so much. So these that I ordered, it says on the box that they'll cover 8,108. Yeah, 8,100 square feet. And we've only got 6,000. So, I'm thinking, if I can ever get this darn thing set up. But right now, I just tried to go online on my computer, uh, laptop, which I have in the kitchen, about 20, maybe 20 feet from the router and from the, from the new router that, that has a solid light and it says that I am not connected to the internet. [silence]
15:00
Speaker 2
wireless routers or extenders to your existing network all right hello Oh you're replacing it yeah okay okay yeah by the way ma'am I just
15:00
Speaker 1
mhm. Correct. If there's correct. Oh. Correct. Okay. Well, I haven't disconnected the child that's in the bedroom because it's I can go do that. But the one that was connected to the modem, I unplugged it and plugged this new, you know, this new Cadillac version, or maybe it's a Porsche. So, of the one that is connected with the white light? Uh. Well, I have three. I, I've 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]
16:00
Speaker 2
hold up your record okay and this is Marcia mock right yes her email address is mockm@bellsouth.net so let me ask ma'am since you have been since you purchase a new router set of routers um is your old old router still connected right now to your system or you've disconnected it um okay Okay okay all right okay good ma'am so can I have first the model number and the serial number of that new device um yes the the the one that you purchase the newly purchased device so can I have the model number um
16:00
Speaker 1
I purchased three of them, but I have, I haven't gotten I haven't gotten far enough along to get the child's set up because on the on the on the website, it just kept pixelating and it wouldn't take me to the next set up. So here is the one that is connected to the to the to the modem and you want the name and the password or you just want the serial number. Mhm. All right. So, the model number is MX4200. And the serial number when you're ready is 3 8 U as in Unicorn, 1 0. Yeah, I think that is a 0 because the next letter is a capital M, 5 C.
17:00
Speaker 2
OK OK it's OK yes any of the model the serial number and the model number ma'am Mhm is the serial number yeah go ahead mm-hmm yes
17:00
Speaker 1
B as in boy 17552. I ordered it last, I was online with Nathan and I think I ordered it on the 2nd and I got it today, and Nathan recommended this cuz we were looking at Amazon and I said, well, just tell me which one's gonna work, which one's gonna cover 6,000 square feet and that's what he recommended so that's what I went with. Correct. Got it today. That's the. Is. Correct. I have
18:00
Speaker 2
all right thank you for that, so let me just check on this, when did you purchase this male?, okay, so you ordered it last July 2nd, right?, okay, so right now the main node, the one which is connected to your modem, it's solid white, it shows solid white, is that correct?, okay, and okay, now, since it's solid white, can we, we gather the other two nodes, bring them closer.
18:00
Speaker 1
[silence] yep, I have them right. I have them right here. I don't have them plugged in yet, but I have them sitting right here waiting. Um, okay, do you want them both plugged in or just one at a time? Okay. All right, well let me see if I can get both of them plugged in. And so I got one plugged in and do you need to serial numbers and everything off of them? Pardon me say again, please? Okay, okay. All right. Thank you. Sorry. I should have put my hearing aid and I just have been lazy today. Okay, hang on. I'm getting the other one. If I can get it plugged in. Is that boring? Any kind of
19:00
Speaker 2
do that parent note okay can we plug it in turn them on uh the uh both of them ma'am because we will be setting this up together yeah uh no need to we just need the main one no need to ma it. public to. okay shh
19:00
Speaker 1
Okay, they are both plugged in. They're both, well, let's see. The first one I plugged in is blinking a dark blue and the second one's a light blue, not blinking yet. Now it is. So they're both blinking. But let me make sure. Okay, I mentioned one thing too that I forgot about. On your, on this new, on the new routers, it has three plugs for internet, one for USB, and then, I mean, three plugs for ethernet and then it has one plug for internet and that's where I plugged the white cord that goes to the router, I mean, to the modem. Gosh, this is crazy. Is plugged into the back of this router, the 4200 that is, that says internet. Okay. Oh good, yay. I did something right.
20:00
Speaker 2
Okay. All right, we'll wait for it to turn solid. [silence] The modem. Yes, that should be. Yeah, that's it. That is correct. Sorry. Yes, so the modem should always be.
20:00
Speaker 1
OK. Sure. Well, there, there, they are, now they're, they're, no, they're not, they're solid white. the same white that is on the the parent with a little. It's got it, like a pink, it looks like it has a pink circle around it or something. Maybe it's just my eyes, but if they're all three white. Correct. No blinking at all. Sure.
21:00
Speaker 2
yeah the modem should always be connected to the internet port ma'am mm that's the purpose of that internet port yes so okay so is the uh the light on the uh child node is called child nodes okay because there are um they we will be setting it up as the repeaters so uh are they're all solid blue? okay so they're all solid white right now. okay how long?
21:00
Speaker 1
Do you want me to go unplug that old router that's in the bedroom? I was asking if you want me to go unplug the old Linksys router that's in the bedroom. Okay, Okie doke. Correct. On on any of the routers? No. No, I did not. I did not. Do you want me to? Yeah.
22:00
Speaker 2
Okay, I'm sorry, I'll come again, ma'am. [ silence ] um, it's okay, that's all right, you can just leave it on. All right. So, Ms. Marsha, can we just try to do this? Okay, so right now all of our nodes are solid white. Did you did you uh push uh the uh the reset button prior calling us? Yeah, um, especially the main one. Um, no, no, no, uh just just leave it like.
22:00
Speaker 1
Well, somewhere I'm not but I must not be connected because I don't have internet on any of my devices. Correct. Sure. You mean you mean on the bottom? Sure.Yep. You want me to take a picture and and text it to you? Okay. Uh, I don't think so. Hang on a second. Let me just get [silence]
23:00
Speaker 2
Okay, um, cause normally, um, I'm just wondering why it's solid white right now, cause if it's, if it's actually connected to the network, it should be solid blue, uh, for this particular device. Well, maybe, um, it's just That seems to be initialized. Maybe you don't have internet right now. Okay. All right. Can we, can we, can we try to take a look at the, uh, the sticker underneath the main node, the parent node, the one which is connected to your modem. Kindly take a picture of that, ma'am. Yes. On the bottom. Just take a picture. No need to, um, we just need those settings. We need those settings actually, um, later on. Do you have any computer available?
23:00
Speaker 1
So, because my laptop has been the one that was working and it was working fine when the old Linksys was plugged in, but when I unplugged it and start tried to do this new setup on my own thinking I could do it. Well, I have a laptop, but I'm not on the internet. To do what? I took a screenshot. You want me to push the.
24:00
Speaker 2
Okay. Yes, but but you have a laptop there right that we can use to set this up, it's alright, so can we use that laptop Marcia? Yeah, we we need to set this up, we need to reconfigure the device okay, so yeah, so once we yeah, did you already take a picture of the uh, okay, all right, so okay, um can we do a reset on that parent node please so kindly press the reset. Yeah, press the reset button at the bottom for 20 seconds. [silence]
24:00
Speaker 1
starting now. Okay, well either I did a lousy job pressing it, it's still solid white, so I must not have gotten my finger on it enough. So stand by and I'll try it one more time. Are you there? Okay. Yeah. and uh, well, it's hard to do because I'm pressing
25:00
Speaker 2
It's okay. Press it for 20 seconds. [silence] Okay, yes. Try pressing it one more time. Make sure that the light - yeah, that the light should turn off once you press it.
25:00
Speaker 1
[silence] It's it went to it [silence] All right, it went to red and then it went off. I'm still pressing it. still pressing. And now it's blue. Should I let go? Okay. So it's a solid blue. Now it's blinking blue.
26:00
Speaker 2
[silence] You should be able to feel it actually. Well, once you press the reset button, the the light should go off and you should be able to see a blue light, and just keep pressing it for 20, uh, 20 seconds. Mhm, okay. Okay, you may let go.
26:00
Speaker 1
Sure. And by the way, I have the Labics app on my phone that I we can use that if it will open. If it will open. I don't know if it will open or not, but they opened earlier, so it should. I still won't still Blue stthe blue stBlinking and it went to solid white and it's solid the same color it was when I called you.
27:00
Speaker 2
[silence] okay, so we'll just wait for it. We'll wait for it to turn solid, okay? Uh, it's okay. [silence] Uh, I, I really, I, I really don't use the the Lensist app because um, usually it takes forever for it to set up. So, yeah, for, for the app actually. Uh, sometimes um, it will, it will uh, run the the wizard. Um, but uh, there are times that it's not gonna, like, it's not gonna cooperate. So, that's why I won't.
27:00
Speaker 1
Let me go get it. I'll bring it over here. Hang on. Okay. I I have it here, but remember, I have no internet. No, it's a Mac. It's a Mac. [silence] [silence]
28:00
Speaker 2
It's solid white. Okay, can we go to your computer, ma'am? Laptop? It's all right. We can still access the router settings without internet. So all right. So on your computer, is your computer running on Windows operating system? Windows 10, Windows 11. It's a Mac, okay. All right, can we click on the Wi-Fi icon on top of your screen and check if you see there the name
28:00
Speaker 1
let's see it just I just got a message on my phone that about Veloq setup but I don't know what it was so because I was looking at the so I see Veloq setup 1 E. I think that was from the old one though. Hang on. Let me look at the bottom of this one again. It isveloq setup 1E on the bottom of the parent mode rather. I do. I do. I will okay well it says
29:00
Speaker 2
Remember, we took a picture of the Wi-Fi settings underneath that parent node. Do you see the name Velup Setup? Yeah. We're looking for the network that shows on the parent node. So it's 1EF. Now do you see the 1EF on your computer when you click on the Wi-Fi? All right, can we click on it, ma'am? Click on it and then hit Connect.
29:00
Speaker 1
Yes. Or is it the password that's on the bottom? Okay. All right, hang on one second, because I have to... Wait a minute. I think I wrote it down. Hold on. Hold on. Hold on. Hold on. Hold on. Hold on. Hold on. Hold on. Hold on. Hold on. These things are big! Gosh. I hope they're as fast as they are big. Well, I'm actually, I'm talking on the phone. I don't want to go to the photo. So I'm looking for the password, correct? And that's what it wants, is the password. Okay. That's easy enough. Yep. Yep. 52u.
30:00
Speaker 2
yes correct that's the password underneath the parents node yeah you you can actually uh uh check the photo um u and you you can zoom it in so you would be able to see the picture oh yes yes underneath the router so you should should be able to use the password which is underneath the new parents node which is connected to your modem right now
30:00
Speaker 1
5g Ax five u k r e. Let me make sure I typed it correctly. G-A-O-X-five who u k r E. Yep. And click on Join. Okay. Now my my uh, Wi-Fi is now lit up. It's all black. So it's not grayed out anymore. I'm trying to get to that to see. I'm it's um, you know, max are weird. Um, no, it does not have a check mark. Correct. Uh, no, it shows the Wi-Fi is connected and it it has the the um, let me get let me just click on it. Looks like I have all the bars that I need on the top of it, so it looks like it's connected. I don't have I've already done that. I try.
31:00
Speaker 2
It doesn't have a check mark. But when you selected the file, I mean, when you selected the network, um, it asked for the password, right? And you already put in the password. And did it say connected anywhere or something from that screen? Okay, can we can we try to open up Google Chrome and check if you're able to go online, just try to open any website.
32:00
Speaker 1
Okay, ESPN cause it's the busiest one. And I am Safari cannot Safari cannot connect to the server because Safari cannot connect to the server WWW. ESPN because you are not on the internet. So I'll just put in Google. I'll put hang on a second. I put in Google to see if it would come up. And it did. So I am online now. I just typed in links this and I've got links this networking and Wi-Fi. Oh, trouble. Did I try what please? YouTube. Okay. Well, I hope this thing is going to be working. Let's try something else. Safari [silence]
33:00
Speaker 2
okay ma'am on the address bar yep uh... on the address bar right on the very top dot just type and okay could would you try youtube.com by YouTube
33:00
Speaker 1
It's going to work faster than this. This is not good. It's, it's apparently not connecting. It is not. I typed it in and I hit, I'll just try one more time. I hit return and in the bar where YouTube usually pops up, it's about a 1/8 of a red line on it, but it's not going anywhere else. Type what, please? Type your... got it. Okay.
34:00
Speaker 2
YouTube is not loading. Okay. All right, uh, on the address bar. Let's just type this in, ma'am. Okay. Let's just try to do this. Yeah, type in HTTP://myrouter.com. I'm just pointing out a... you know that that is a [inaudible] control panel [silence] user set up my All this stuff.
34:00
Speaker 1
and then I have a mini, uh, wireless indicator that is just a blue with white, and it says, install the Lenovo App for setup. And I've got that on my phone. Click on what? Well, it won't click on anything. It's just silly. It just says download the Lenovo App for setup and there's nothing to click on. There's there's not so hear me out. I am I am moving my mouse onto the one that says expand your Wi-Fi. It does not let me click on anything.
36:00
Speaker 2
Okay. So, you see you see the the The mention phones. All right. Just click on that. Click on the the the image, the two phones there. uh actually once you just click on that image, ma'am, the two phones, it will direct you to something. So, just click on the image. You you see the two phones there, right?
36:00
Speaker 1
And then it just it blanked out and says one moment, so I don't know what it's doing. I now have a black screen, but it's circulating says one moment and there's it's circling beside the moment. And it comes right. it says it says now to sign in. So it's asking for my router password. The same one that I just put in a moment ago. Sure. It says to save the password. I think not. It says enter the username for this account to finish saving your password and allow so far. I know I don't want to do that. So how do I get out of that?
37:00
Speaker 2
Okay. Okay. So it's asking for a router password. Ma'am, can we type in ADMIN, all lowercase, for the password? Uh, you can't, repeat, repeat. Okay. Can we use ADMIN?
37:00
Speaker 1
it won't, it won't, it won't go away. It will not get up. It will not exit my screen now. I've got great out behind it all the things it looks like I'll be able to do, but it says save the password. What the I don't want this password, but I'll put that in. I'll just save it for now. I don't care. Okay, it went away. All right. Now I'm on a page that says smart Wi-Fi tools with a list down on the left-hand side and it's what you want me to click on. C. A. Okay, give me one thing. Give me one thing at a time and realize that this is very slow right now. So it's not moving at any warp speed.
38:00
Speaker 2
uh, just just close it. or do you have uh, do you see a small x?okay so you see the smart Wi-Fi tools. okay good now ma'am, kindly click on C. A, it's down at the bottom right. the the letters are really small. okay, it's hard to see that. but it's beside UCLA Privacy Policy. just scroll down. yes C. A.
38:00
Speaker 1
Okay, so now I'm on a new page that looks just like your old page. I did. Yep. I see that. Stand by. It's waiting. Okay, so now I have a, um, the troubleshooting list got, I beg your pardon? Uh, status diagnostics and logs. Uh-huh. If you can get your microphone closer to your mouth, that would sure would help. That's, that is perfect. Thank you.
39:00
Speaker 2
OK, so you already clicked on C.A. or Okay, so you did? all right, so kindly click on troubleshooting. It's below the router setting. Okay, so you see status? Yeah, you see status, right? Status. Yes. All right, is it better? OK. All right, below status, ma'am, do you see their report? Sorry,
39:00
Speaker 1
I do. Okay. 1.0.4.203508. All right. Stand by. Stand by. Don't tell me anything to do until I get down to the how far do you want me to go? Not yet. But I'm slowly scrolling. Yep. I'm getting there. Yes. That's it. I'll give you my full attention and I'll slowly scroll down. Okay.
40:00
Speaker 2
Okay, click on report. Now, what is the firmware version? All right. Now, kindly scroll down. Scroll down, down at the very bottom. Okay. Now, after you scroll down, ma'am, look for ports. Do you see there ports? It's down at the very bottom. Bottom of that page.
40:00
Speaker 1
Got it, got it. . Yes. What does that mean? All the way up. Got it. Okay, that's not right here, so let me scroll down a little bit.
41:00
Speaker 2
Okay, so you see ports, right? Do you see an X mark under Internet, and it's uh, under one Gbps? Okay, so there's an X mark. Okay. That means the uh, their, uh, Linksys is able to recognize your modem. The cable is actually there, so it recognizes it. Now, kindly, um, scroll up. Scroll up, yeah, all the way up. And, uh, look for the Internet connection IPV4.
41:00
Speaker 1
Okay, got it. I have it. Automatic configuration DHCP. I do. 173.246.205.200. Well, it's still white. The router should be white.
42:00
Speaker 2
So you should see their internet connection, IPv4, and what is the connection type there? Okay, and do you see internet address? Can you have it please? Okay. It's actually, yeah, the this this router is already communicating with your modem because it has that internet I address. That internet I address is actually coming from your modem, ma'am. So, okay. Yes, that should be white. Should be white. Or, um, let's just see if after the [silence]
42:00
Speaker 1
Sure. Okay, I'm back on Linksys Smart Wi-Fi tools. On the, yes we can. Yes, it says updates are available. That has a box for, it has a box for automatic, but it's not checked, and then, [silence] it has a.
43:00
Speaker 2
the upgrade, okay? We will check if after upgrade it will turn blue, okay? So, can we press okay from that screen, from the troubleshooting screen? It's actually yeah, the solid white means it's, it's online, okay? But normally with this particular, with this specific router, it should be solid blue, okay? But I just need to check the firmware, So, can we go to connectivity? Connectivity and under basic, do you see their firmware update? Okay.
43:00
Speaker 1
I beg your pardon? Check it. Can you... You want me to click on? You want me to click on update? Okay. Update from where? During a from where update, your router reboots, causing all devices connected to the router to lose their connection to the internet, blah, blah, blah. Do you want to continue? Yes. Correct. Okay. Okey doke. Okay. Installing firmware update. Do not power off the router. I've been doing this all day, trying to get this thing connected. So waiting a few more minutes will not hurt.
44:00
Speaker 2
yeah just check it I just checked that yeah check automatic and yeah so there's an available update finally update it may yes okay it takes a minute or two so yeah it takes a minute or two we'll just wait for that
44:00
Speaker 1
get it till like four o'clock or something like that I think but anyway half the day. So it got almost halfway through and then it stopped. It hasn't I mean it's just not doing anything right now. Is that normal? Nope. Now it went all the way. It says "now it says your router is rebooting. The action you perform requires a new router reboot. This may take a few minutes. Please wait until the reboot is complete." And it has "okay. Shall I click on "okay?" So is this not a new router? It's an old router? An old model? Okay.
45:00
Speaker 2
Okay. Well, maybe the router is now. Yeah, that's normal. The router is rebooting. Yeah. Just press OK. No, it is not. It's one of our newer
45:00
Speaker 1
Okay, but it had to be, but it had to be updated. So there's... Yeah, apparently so. Okay, the router is... the parent router is blinking blue. So I'm gonna I'm gonna step - I'm gonna step away from the phone to make sure that the modem came back on. So hang on one second. That it came totally back on. Stand by one second. Okay, all the lights are on on the modem. So
46:00
Speaker 2
If you print from the point of sale kort, you might not be able to print them separately.
46:00
Speaker 1
That's good. and on the connectivity, it's, it's just circling and says waiting. So now the, the parent router is now back to the pink, the, the white with a pink, kind of a blue pinkish circle around it. Maybe it's just that because I'm looking at it from a nope, not blinking at all. And the connectivity has a white box in front of it. The connectivity is grayed out and it's circling and says waiting. It's a solid white. Solid white.
47:00
Speaker 2
Okay, so, is it still blinking? Okay, so, is it, so, what is the light right now? Is it solid blue, or is there any, it's solid white.
47:00
Speaker 1
The same white that it was when we started. What page? I'm on it. I'm on it and it still it still has a box that says waiting and everything behind it is grayed out. Okay. Maybe so. I'm going to get a I'm going to go a glass of water. So it'll take me a minute just a half a second.
48:00
Speaker 2
Okay. Can we go back to the page? Uh, the connectivity page. Did it bring you back to the same screen? Okay. Okay. Yeah, we'll just wait for it to load. It maybe it's still trying to. Yeah. Oh, sure, sure. Take your time, ma'am. Not a problem. [silence]
48:00
Speaker 1
[silence] Okay, I'm back and we're still circling. [silence] It is still waiting. I can't imagine why, but it still is. The modem's on, the router is solid, so I don't know what it's waiting for. This does not bode well. [silence] This reminds me when I was using the Linksys app on my phone this afternoon, after I got this far and it was saying we're trying to reconfigure your network. It got so far and then it just stopped. And this one, it hasn't stopped. It's still circling, but I have a feeling we're waiting on nothing. Refresh the page. Ah... as in reload the page? Hmm. I had already tried that. mm-hmm try that again. So why don't you just unplug the modem and plug it back in. Just the modem or then the router as well? Hmm okay. If that doesn't work, unplug both. Okay. It said you are not connected to the internet. This page cannot be displayed because your computer is currently offline. I am not. It is grayed out. It's grayed out when the when the router rebooted it knocked it off of course, so we're not on yet. I mean we're not back on. I did that. Can you can you put the mic closer to your mouth please? Sorry. I know it's a pain, but I hate to keep asking you because I can't hear you, so I'm sorry. So, I'm back on http://myrouter.local. Okay. Let me know. Yep. Links are [ silence ]
49:00
Speaker 2
All right, Can we check first if you're connected to the network, Ms. Marcia? So click on the Wi-Fi icon. Yeah, because it might be you got disconnected. Yep. So click on the Wi-Fi icon. Okay. Yeah, so let's just go back to, let's just try to reconnect. Okay, so click on the Wi-Fi icon and look for the Valump setup 1M. Okay, here we go. It's okay. Yes, ma'am. Back to myrouter.local.
51:00
Speaker 1
Has a question: Why am I getting a warning when I try to access my router settings in a browser? Uh says it's telling me I'm not, it's not, my connection is not private. Do I need to reload or advance? Advance? Uh it won't, it won't let me. I click on it, it won't let me. I can click on reload, but I can't click on advance. And I don't want Chrome anyway, I don't have Chrome, so maybe that's the wrong one. Uhm. I've got Safari, click show details and visit this website, blah, blah, blah. Continue. I did not, I could not click on advance. Now it's saying the connection is not private. Uh. Okay. It says show, it says show details. Are you trying to steal my personal or financial information? [silence]
52:00
Speaker 2
yes just go to advance yeah no need to go to advance yes so you you're unable to click on advance yet just click on proceed or continue after you click advanced do you see there proceed No, no. No mail. Okay. Well, actually, okay.
52:00
Speaker 1
Well, we did. Well, you know, we got on it fine a while ago, which I don't understand. It says, if I have a question, I can contact Linksys support. I don't think so. Hey, let me do this. It says don't show this page again. Let me do that and see if it will allow me to continue. Show details or go back. And when it shows details, it just says Safari warned you, a website has a certificate that is not valid. So do I reload instead of advance? So you understand with a Mac, if you can click on it, it will change the arrow look. And on advance, I'll try it, but it hasn't. Nope, not letting me.
54:00
Speaker 2
I didn't know why it's not letting me, when you click on advance, you don't see that proceed or you're not able to [silence]
54:00
Speaker 1
scroll down I I scrolled all the way down to Safari and when I it said continue it takes me to the why am I getting this warning so um see if I can do that. Uh a second let me. So what if we just um how about if I close this and go back to a new window in Safari and click on my router.local correct? I beg a pardon. And I I've got got way too many open to um but let me give me.
55:00
Speaker 2
try to scroll down, maybe you have that option there. If you go to advance, yeah. yeah, continue. Try to close everything down. And re-open, try to close all the windows open on your computer and
55:00
Speaker 1
A minute that'll take a while I've been I've got three projects going right now, so this is going to be a pain. Let me um I'll close that one. I can close. Guess I can close that one. All right. I've got about 12 or 14 open, so this is gonna take a minute. You're sure there's no other way to do this because this is a pain. And I'm gonna leave. use some information here [silence] let me open them all and then I will just close them very quickly. [silence] I'm still [silence] oh wait no, stop, stop. I'm still closing. I can't do anything. If you want them all closed, I have to do this. [silence] and I'm not [silence] just stand by. I got about four more to go.
56:00
Speaker 2
OK. How about this Miss Marsha? OK.
57:00
Speaker 1
and one more two three I'm going to be fussing at you tomorrow when I can't find all these stupid things I'm closing. but if you get me online, I won't fuss. Okay. so what do you want me to do now? but I got I've got everything. closed. Well, every time, hold on, I just opened up a new window. Okay, http:// my router local. Okay, hold on one second, I got to erase what just popped up then. So I'm at http http://, and now what you want me to put in? Yep. Dot one dot one. And press enter.
58:00
Speaker 2
um, let me try 1921921 92.1 68.1 98 1.1 y yes, sir. Uh, y yes, ma'am. Mm-hmm. Press enter. Okay. Can we open up a new window and go back to HTTP colon slash Slash. Um
59:00
Speaker 1
Why am I getting a warning when I try to access my router settings in a browser? I understand that. But it says you're correct. It will not let me advance. I'll try one more time. It won't even let me reload. How can I bypass this? I do not.
60:00
Speaker 2
That's due to its certificate, so usually you get that. We normally get that error message. So it's really not that it's really not an error, but if you go to advanced, um it's just saying that you're accessing an unsecured site. So okay. Are you... You don't see an arrow um below ad... You don't have any other browser aside from Safari ma'am, right? You don't... How about Firefox? Do you don't have Firefox? Okay. [silence] So just access us. ;
60:00
Speaker 1
Do any one of you have chrome, firefox, or edge? I have safari. So, there must there must be another work around because this one's not gonna work. to my. I'm sorry, could you could you say that closer to the mic? I do. I do. yeah, we'll give it a shot. I'm going to um I'm also gonna plug it in because I don't want to lose you by. Okay, it's opening up and it says loading the setup experience. So it says ready to complete your setup and I have
61:00
Speaker 2
Okay. Can we go to your phone? And you have the Linksys app installed there, right? To your phone. Okay. Do you have a phone now and do you have the Linksys app installed on your phone? Yes. Can we open up the Linksys app, please?
61:00
Speaker 1
have two choices complete it or I don't want to continue set up. which I will do that, but it's done the same. I even turned the phone off to see if I could make it reset, but every time I have gotten out and gotten back in, it comes right back to this page. So I'll I can, sure. I will. Are you there? Did I lose you? Did I lose you? Okay. It says I am connected to develop set up one E.
62:00
Speaker 2
Okay, just select complete set. Hold on. Can we close the app and reopen it? because it seems that it continued to where you left off. So can we close that? Are you connected to yes? ms. Marsha, are you connected tovelop set up 1 EF on that phone. Can you check the Wi-Fi settings? Yeah, I'm here. Okay.
62:00
Speaker 1
Do you want me to go back now? Okay, I did that. I did that and I will go back and I will type it in and I will click on that. And it's loading the setup experience. Now, I've got terms and conditions, agree or disagree. I will agree. And it says, please wait. Connect the router to your modem or source of Internet. Done. It's connected, so I can click on that. Plug additional nodes into power near the router. Done. Next, make sure everything has finished starting up. The light will blink while starting up and turn solid when it's ready. All three routers are solid.
63:00
Speaker 2
Okay. All right. So, can you swipe out or close the Linksys app right now and reopen it? And let's check what options you have there. Okay. Just hit the back button.
63:00
Speaker 1
olive white. And the circle that that goes around in the middle of this page with the check mark in it, is only dark blue on half of it and then it gets light blue and it gets white. It never really connects. But it if I collect node light is solid, which it is, it now goes checking for internet. And this is where I got last time and it said this could take up to a minute and it it went for about 20 minutes. And oh now it says it's connected. Use the same Wi-Fi settings as home and sea Wi-Fi. Yes. I don't need to create new Wi-Fi settings, correct? No, I do not. I want I want to keep what I've got. I will click yes. Privacy pledge, I continue.
64:00
Speaker 2
Do you want to create a new Wi-Fi name and password, or you want to keep it that way? Okay, all right, not a problem, so you can just hit next.
64:00
Speaker 1
I read the full pledge earlier, so then I put in my email address and I will do that now. Okay there. I skipped it. And then it says create your router password. I did that earlier today. It's not allowing me to skip that, so I will put that in. Well, I created one. This is where it says create your router password. So that's what I did. So, okay, so hang on, I'm not through.
65:00
Speaker 2
You can actually skip that. What is, what are the, Yep. Yep. That's the router password actually. Yes, ma'am.
65:00
Speaker 1
Okay, now it's circling and says, please wait. This is where I got last time. configuring your Wi-Fi network. I have some, you know, it brings all these roll these cute little graphics in. Somebody at a desk, two people on a sofa, all that stuff. And it says this could take up to a minute and it's at the bar at the bottom is moving along just fine, just as it has all day or all evening. and it's going to get to about seven eighths of the way finished and then it stopped the last time. Hopefully, that won't happen this time, but we'll see. [silence] So it's stopping about the same place it did last time. I've got about... maybe two-eighths of an inch that it didn't complete. God dang it. What is wrong with this system? It's driving me nuts. It's still showing, you know, it's a blue bar, it's got lines through it and the lines are all moving from right to left, so they look but it has stopped exactly the same place it has stopped all day. And I walked away from it and left it probably 10 minutes and came back and it was still in the same place. Why in the world is this happening? Configuring your Wi-Fi network and then all the graphics and there is a, um, a router set up in the drawing with with lines going up like it's sending out a signal, but it's not moving past where it's, God, mighty. Well, it didn't take what what concerns me is it took no time at all. I'm going to go get a a cord for the phone. It took no time at all to get where it was and then it stopped. It took no time for it to get across there like it was really smoking. And now it's just sitting there.
66:00
Speaker 2
and what is it saying? Is it trying to... [silence] Okay. That takes time, Ms. Marsha. We're just going to wait for like three to four minutes. Okay? Before it completes that up. Okay, well, if it's not going to move after three minutes, then we'll just, uh, uh, close the app. And we'll try another option. Yeah, because right now, actually, the router is already set up, okay? Um, it's communicating as you can see the internet is up and running. It's just the wireless settings. There's no need for us to change it since you wanted to leave it that way. We know that the you wanted to leave it as the default. So, and the firmware earlier, we've also updated that. Just need to I just need to double check on the settings of the router just so happened that after the um firmware update, we were not able to log into the router settings because of that. Certain things.
68:00
Speaker 1
I don't understand how they send these things with kind of basic instructions and log into the Linksys app, follow it. You can't really follow it. I have yet to be able to do this by myself. So I just went on Google to see if I was online and I am online on my laptop. And I went said well my Linksys router will connect to Wi-Fi. Power cycle both your modem and router by unplugging them for two minutes, then reset. start your device. I did that this afternoon. didn't do anything. Um how to update my Linksys router, how to reset my device, why is my Wi-Fi refusing to connect, how do I connect my Linksys router to my modem. These are all questions that are on here, but I'm sure you know all those. I'm sorry, on Google, on online? Is that what you're asking? No, the only thing is it's still doing that, it's still the blue bar at the bottom that is 7/8ths of the way through and I'm getting all of the graphics with the woman in bed with the cat on the bed and then it shows the router in the picture [silence]
70:00
Speaker 2
Okay. That's what, that's what you get right now. What are the other options besides next? Do you see next option? Can we just click on next? I know, not on Google. What's on your, on your phone right now on the Linksys app. What does it say?
71:00
Speaker 1
your Wi-Fi network, networking your Wi-Fi network, now it's got the desk setting again and it's just recycling all that and it has not moved since I told you that it has stopped. So this obviously is not working. This has been long enough for to have worked. As quickly as that bar along the bottom moved to get to where it is right now. Everything was smoking until it got right where it is right now, and now it isn't. So well, so far, so far, oh, everything we've.
72:00
Speaker 2
Okay. All right then, we're not gonna force on the app, so let's just close that app. Yeah, this is usually uh uh this is usually what happens with a with the app. Uh sometimes the the app takes longer than usual. So that's why we prefer the user interface. The one the the one that you uh access on your
72:00
Speaker 1
Try has at work, so I don't know that the app is any worse than any of the others, but if you've got a better idea, let's do it. I do not. I do not. I do not. Let me let me reiterate. I only have Safari on all of my devices. I have Google, I have a Google Gmail account, but I don't have Google Chrome. I just have the Google Gmail. No. No, no. No. I well, we've got, there's got to be another choice because it can't be that you have to install Chrome.
73:00
Speaker 2
[silence] Okay. let's just try this on your phone. Since we're connected to the velp setup. Okay, Velp setup 1ef. Do you have Google Chrome installed in your phone, or you still have Safari there? Okay. Ma'am, would it be okay if we install Google Chrome on your computer, we can uhx, we can remove that afterwards because uh! we have no other choice but to
73:00
Speaker 1
And the reason is that I had Chrome once, I put Chrome on my desktop Mac about probably five six years ago and it screwed my whole system up. I had to get one of my technicians from my employment to come out and reset everything for me. So I don't want anything to do with Chrome. And it can't be Chrome is the only way to set up a Linksys router. I've had a I've had the Linksys router here since 2021 and until last Friday I was fine. So there's got to be something else we can do. I don't Well let me ask you this. What what is wrong with Safari? If Safari has worked with this Linksys for five years, why do I need another system?
74:00
Speaker 2
okay okay how about firefox? have you tried using firefox? can we install firefox? yeah the reason why we need to use other browser ma'am cuz it's not when [silence]
74:00
Speaker 1
Well, if it is Safari, and if it's a security reason, would we not be able to find that on the Mac somehow or are you just not familiar with Mac? Okay, so, so, my question is this. If I load Firefox or, or Chrome, I'm not doing Chrome, but if I load Firefox and that gets me up and running and then I delete it from my system, what happens to my Linksys routers?
75:00
Speaker 2
AMMA Okay you should have other option there when you go to Advance or something. You should be able to click Advance and proceed to the to the link but it's not letting us using the Safari. Could be some security reason or we don't know why it's not doing anything with Safari. Okay, yeah. We have we only have basic knowledge with Mac and we're not allowed to do some uh to do some changes on your computer, ma'am. So we don't want to do that. We might mess up with it.
75:00
Speaker 1
I'm sorry. Can I apologize, but you're not close enough to the mic still, and I've got your, I've got the phone right up to my ear. But if I remove it, will that not stop lens us from working? Well, I don't. I won't.
76:00
Speaker 2
well, it's just for temporary use because we just need to access your router. it's actually closed already. but okay, so it's just for temporary use, ma'am, okay? so once we access the router, we're able to verify the settings, then you can remove the firefox browser. no? no. it's not going to affect, it's just your browser. it's not, once you remove the firefox, the settings will still be there on your router because it will save the settings on the router page or something. so that doesn't have to do with your Firefox browser.
76:00
Speaker 1
I'm not disputing what you're saying. But I am disputing that Linksys doesn't work with a Mac. That just doesn't make any sense. I've had Linksys. [silence] Go ahead. [silence] Well, should we do the uh, power cycling of both the modem and the router by unplugging it for the [silence]
77:00
Speaker 2
it will it will actually work with safari but and in this case um right now we tried safari okay we've tried using safari the the browser is safari uh we tried to open the the page and it's not letting us go to advanced option so uh if as you mentioned earlier you don't have any other um option you can't click on advance but with some other browsers we've been doing this a lot of times ma'am you should be able to see some options there when you go to advanced you should be able to click on advanced and then you uh you should see a proceed or continue.
77:00
Speaker 1
You two minutes and then restarting them should we try that first before we okay all right well let me make sure that I got out of the link this when I um came to look at this yes mechanical reconfigure I'm gonna let it try to reconfigure one more time before I unplug everything this is just isn't that the sign of insanity you keep doing the same thing getting the same results isn't that insanity I may be close to that right now it's moving so fast on the bottom of the screen right now and [inaudible]
78:00
Speaker 2
Yes, we can do that. We can do that. Try to power off your modem and the router.
78:00
Speaker 1
until it gets, it's got another second or two or three, to get to where it's gotten before and before it stops. Okay, we're going to get out of this. Okay. So, I'm going to unplug the router first. And so. And well, it says two online. I don't know if it's, I mean you probably know better than they know for sure. So, we'll give it a minute. All right, let me see if I can get to. Are you timing it?
79:00
Speaker 2
Yes and the modem. So we'll wait for one minute. Yeah, one minute is OK, so we'll just to yeah, I'll let you know when to plug it back in. Yes ma'am. Just let me know if they're both turned.
79:00
Speaker 1
[silence] they are. I haven't been able to work on my projects, except what I can do offline, because the two little routers I had set up weren't strong enough. So I've been waiting since last Thursday to get started again, and now I'm a week more behind. So we got to come up with something. Yep. Yep. I have to step away from the phone just a millisecond here. So, do you, so I should turn the modem back on first and then the router. Correct? [silence] [silence] You mean how, okay. Okay. Got it. [silence] [silence] It takes just a second. Is there a possibility that the router is not strong enough for these, I mean, that the modem is not strong enough for these routers? Okay Okay. Well, it's actually, it is running because I'm right here within uh two feet of the router and the modem. So it was on. But once I walk out of here to where my office is or where the downstairs office is, it will not work. So it's and it's got one more light I'm waiting on here. Whew. And it's blinking. It's about to go solid, I hope.
80:00
Speaker 2
No, not really, ma'am. As long as the internet works on your modem. Actually, the internet is already working. It's up and running. It's just that I just need to make sure that everything is set up right here on your laptop.
82:00
Speaker 1
technology is great until it isn't. Okay, all all lights are green on the modem. So I am now putting plugging the router. Make sure I've got the right one. I gotta put you down for a second. Okay, it's plugged in. I'll let you know when it goes solid. [silence] I can't, I'm sorry, can't hear you. Hello? Okay, I just couldn't hear you. You were saying something, but I couldn't hear you. It's blinking blue. And now it's solid white, the same color we started out with. What do you want me to access? You know what? If you just hang, if you'll hang on a second, I'm gonna go put on, put a hearing aid in because I cannot hear you and that's not your fault, that's mine. So give me just-- That's okay. Well, that's not, that's not, look, just let me get my hearing aid in and we'll be fine. It's, I should have done that first and I apologize it's um, it's a pain in the butt not not to have good hearing. But it'll take me two seconds. I'm only going to put one in, so I'm only going to have one good ear. But it'll be better than what I had. So, hang on one second. [silence]
83:00
Speaker 2
Okay, so it's uh it turns solid white. Okay. Now can we go back to your computer and try to access? H-T-T-P, yeah, H-T-T-P. Okay, I'm sorry, I think it also has a problem with my phone, Miss Marsha. Um, would you like me to call you back? It's okay. Okay. Okay.
85:00
Speaker 1
Okay, are you there? Hello? Okay, hang on. It, I'm going to have to put two in because it goes to my uh hearing aids. So at least I'll be able to hear you, but that's just because I have to put two in now. So let me work on that while I get back to the kitchen. Okay, that's much better. I think it's going to be much better. Um, okay. So I'm back and where do you want me to go online again, please? On my computer? [silence] I, I got the same thing we got last time I got the, the red line on the, in the search bar. Probably about 1/8, 2/8ths maybe of the red line on the whole bar and it's not doing anything else. [silence] Yeah, it's not moving. I'm sorry. Do you want to try something else? No, it's not moving. It has a little red bar at the bottom, like it's going to load, and it's stopped at about maybe a quarter of an inch. Oh, I yeah, I will look at that. I don't think I am. So let's see. Let me click on the setup. And this connection is not private. Oh crap, I don't care. Why do you do? Why am I? What is the problem with you people? Stop.
86:00
Speaker 2
Okay, is it loading or Okay, uh, we need to make sure first that you're, connected, to, your network, ma'am, So, can we click on the/Wi-Fi, on, your [silence]
88:00
Speaker 1
Okay. I don't care. It says it's not private. Okay, fine. Oh. Okay, show the details. Safari warns. I'm warning that if you understand the risk involved, you can visit this website. Okay. Visit the website. Okay. We're good. My router.local. And it's we're back on the very same screen. Oh, no. Now I'm signing in. This is the router password, which is the one that's on the bottom of the router. Correct? Sure. The router for the router password, just all lowercase A-D-M-I-M-I-E-N. This is again is asking me to set.
89:00
Speaker 2
Oh, okay. [silence] Yeah, remember we've uh... [silence] Yeah, can we try admin and check if that works if it's not then just click. [silence] Yeah. [silence] Yeah, if it doesn't if it doesn't work then try reset password there.
89:00
Speaker 1
save it. So I'm probably never going to get back in here. Um, and then it went to passwords. Now router password. This makes me oh, so this must be the one that I set up cuz it says show hint, so I can do that. And let's see if it lets me see it. It does not. Oh, God. Hmm. Okay, this goes back to save the password. Okay, nevermind. I'll just do that. I I think I'm okay. Let's see what we get. Ah, no, no, it's. OK, I'm gonna put in the router password that I made up when I was doing this this afternoon. And because we used your admin, it may not let this work now. I may have to just forget this one. It says, show the hint. OK, so we're back on the Linksys Smart Wi-Fi tools page. Uh, yes. Okay. [silence] yes [silence] the child no, no, it shows up the let me look, let me just make sure I'm looking at the bottom of the um I think so [silence] it's, well maybe so, wait, wait, 717555. No, 17552, I think that's the parent. Hang on one second, let me double check. Yeah. It's showing the seven on the on the screen. Okay, so on the device list, I'll tell you what I'm looking at now. It's got the iPhone Offline [silence]
90:00
Speaker 2
Of course. You're still seeing too solid white there right? And now on the device list, does it show up your child nodes? [silence] That name there that's the serial number. The last five digits of the serial number of each device. Uh-huh.
92:00
Speaker 1
it's got link sys 1755 online and then it's my laptop, my laptop offline. That's all that's showing. as a device, because we haven't set up the children yet. Okay. Yep. I got to find it again. Okay, I don't know if I can, if I maybe have to scroll down further. It's, it is no longer showing on this page, the CA, Yes.
93:00
Speaker 2
yeah, that's the parent. that's all that's showing. okay, so let's press okay, ma'am there. and then um, click on CA down at the bottom again. okay, so you don't see CA. alright. can we click on connectivity?
93:00
Speaker 1
Okay. So now I have the admin password, which is, I don't know what your password is, but it looks like it's the one I made up. This is crazy. Okay. So I've got basic. Nodes are up to date. Yes. I've got a blank for SSID and a blank for password.
94:00
Speaker 2
Okay. Yes. So, yes, under basic, does it show up the the firmware is already up to date? Okay, notes are up to date. Now, can we click on CA router setup? It's beside administration. Okay, click on CA router setup and [silence] Okay, ma'am, we we need actually to set up SSID there, which is the network name, in order for us to
94:00
Speaker 1
[silence] Can I where are you suggesting I put that? In the SSID? [silence] Okay. So in the SSID, can I put the name of the of the setup that I've had for five years? [silence] Okay. Sweet. Okay, good. Thank you. [silence] Good.
95:00
Speaker 2
In order for us to configure okay this node we need to change the name balance set up to something else. Okay we can actually put in your name there. Which is Marcia as your uh yes in the SSID man. And you can also put the Wi-Fi password. Yes. Yes the same name will do male. Yeah. It doesn't matter. You can you can even use the same Wi-Fi password. The one that you had before for five years.
95:00
Speaker 1
And I put them both in. So, this is the setup node. I can click OK or apply. Do I do OK or apply? Okay, thank you. Gotcha. The next sound you hear will be screaming. I clicked on it and it did nothing.
96:00
Speaker 2
[mumbles] uh, uh, uh, uh, uh-right, apply first. Uh-right, uh-right. Uh-right. uh-right, uh-right. yeah yeah yeah, uh-right, apply first because it's actually changing the Wi-Fi settings now ma'am, so the router is, um, trying to set up a different name now and a password. So we might get disconnected because it's going to be a different name now.
96:00
Speaker 1
Call me back, or are you gonna quit on me? I'm gonna give you two, I'm gonna give you two numbers. The number I can hear you best on is this number, 404, 402, 8 1 0 0. And the other, do what now? Hello? Yes. Okay, are we going to hang up and you're going to call me back? Okay. I hope you do. Thank you. Goodbye. All right. Goodbye. That will be the end of that.
97:00
Speaker 2
Okay. Um, can you have your number, ma'am, just in case we'll get disconnected? So, again, the Okay. all right. Just give me around two to three minutes. Hello? Yes. Just give me around hello? Yes. Okay. Just give me around two to three minutes, ma'am, before I, uh, uh, just, just, uh, wait for my call, okay? Yes. Yes, ma'am. Okay. Just please wait for my call then. Sure. No problem. Bye-bye.
97:00