Speaker 1
Hi. I'm having some trouble with I'm having trouble with the, really the app on my phone.
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.Linksus.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available, depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
um, I am currently logged in on the UI through the network. Um, but when I tried to log in on my phone, uh, um, it's like, you have two options. You could put in the router password or you can put in your your email password. Um, even though, so okay, I guess for number one, uh, if I put in my email, right? am I putting it and is that the same as the admin for the the, uh, the, the account?
01:00
Speaker 2
For that option, sir, it's no longer available, email and password option. Um, you cannot use that one anymore, since Mingis cloud accounts are disabled or discontinued, so your only option is to use the router password.
01:00
Speaker 1
Okay, so, hold, all right, so give me a second. The router password is not working. I've reset it and it's still won't work. I entered the the recovery key and it's still won't, like, like nothing is is getting it to work is the problem. Um, h. I, yeah, I'm sorry. I'm a little Okay, so, okay, so right now, I'll put it, I'll go into link sys. Hold on a second here. Okay. So, right now, I have two options. It says email or router password. Okay. So, if I go into the router password and I enter the password that I reset it to, it says securely logging you in and it just sits there and spins kind of forever. That's, it just, it just keeps going. It doesn't appear to be doing anything at all. So, and the recovery key I put in also doesn't do anything. [silence] and I've been kind of stuck on that for a while.
02:00
Speaker 2
What error does it show?
02:00
Speaker 1
stop, that's the one thing that's happened. So right now, I am connected to my network. And yeah, I'm connected to my network and I just tried to log in. So I opened up the links this app and it's telling me to log in. So I was logged in and then it logs it logs me out. I was able to see all of my nodes and all that kind of stuff. And then it logs me out. I didn't do that intentionally. It just logs me out. So right now it's saying securely logging you in with get a spinning wheel and it's just doing it in you know in in in perpetuity. It's just going and going and going and going and going. Um so how long should that how long should that take?
03:00
Speaker 2
but you are connected to your network, right?
03:00
Speaker 1
Have I tried that now? No, I did turn the phone off and on again. honestly, I mean, I go ahead try to uninstall the Lynx's app altogether. yeah I've, I've had yeah yeah I have had to do that in the past. But to me it's um kind of not the best solution. But just you know, it's the app is so junky I have to take it off all the time. You know, I don't have a lot of faith in it. You know what I mean? Um so give me a second here. So I gotta So apps. Okay, link this and we're going to uninstall. Yeah, okay. Okay. okay. Play store.
04:00
Speaker 2
close the app you can try to uninstall me yeah like remove it completely and install it again
04:00
Speaker 1
so why why were you saying that um that the email thing is no longer valid because it's an option when I'm looking at the app it gives me the option okay so okay so you're telling me what should I do okay so I just reinstalled it and it wants the router password right oh and it says looking and and it says um okay so it wants me to log in okay so router password is that the password to get on to the network or is it a different password [silence]
05:00
Speaker 2
it's you still an option but we just recently removed the Lexus Mark cloud account that's why the app is not yet updated that's why you still have that option
05:00
Speaker 1
hi. Oh, okay, so I'll tell you I have already done that. Okay. But so just bear with me for one second here. So the router password, so if I'm I'm logged in on my computer, okay, I'm logged in to the thing right now. Does that make sense to you? I'm looking at my computer and I'm in the user interface on my computer. Does that make sense to you? ma'am? Okay. I also have the app on my phone. Okay. All right. So, I'm online, on the user interface on my home, right? Uh, if I go into settings, right? Security. Okay.
06:00
Speaker 2
And that one has a strong requirement. So you can put any password and then if it will get you an error just reset and make your own admin password following the requirements. [silence] [silence]
06:00
Speaker 1
Apps and gaming, TMZ firewall, no, cancel, not that. Okay, so it's asking me for the router password. What password am I supposed to put in there? [silence] Ah-ha. Yeah, yeah, so on the user interface on the on the web portal on my, it says connectivity and then I go into connectivity.
07:00
Speaker 2
try to check your administration on the web interface hold on just a moment let me check you go to but no let me just check where you can check it on the computer
07:00
Speaker 2
uh... yes sir uhm yeah the admin password or the router password
08:00
Speaker 1
I can't get into the app. It won't let me. That's kind of what I'm trying to say, right? The problem is, I can get into one or the other. I can't seem to be able to get into it. If I'm on my computer, I can't get it onto the onto the app. And if I'm in the app, I can't look at it on the computer. And sometimes I can't look at it. I can't be on the app at all. So I had no other alternative other than to try to change it on the cloud interface. Does that make sense? It okay. All right. So it failed. It said it won't allow me to. Okay. Reset password. Okay. Enter recovery key. All right. I've already done this, but I will do it again. Okay. So, to to to to enter recovery key. Yeah, I literally just did this. So that's kind of [silence].
09:00
Speaker 2
I suggest you change it on the app. Are you opening both of them?
09:00
Speaker 1
Okay, 21756. Okay, so, all right, here we go. Two, two, one, five, six. Beautiful. Okay, that worked. The account holder will be notified if this router password is changed. Yep. Okay, that's absolutely great. Okay, at least 10 characters, upper and lower case. Okay, so I'm going to create the password real quick here. Okay. All right, so I'm going to create. Uh-huh. [silence] Okay, I got my new password. I'm going to create it. It makes it. There we go. Okay, so that. Nothing. Nothing. Nothing. I appreciate you staying on the line. With me. Okay. Okay. Try that again. You're. Hint. Oh. Uh huh. Okay. all right I'm trying to apply my changes here okay now I'm logged in are you there ma'am ma'am you still there oh okay okay all right just wanted to make sure okay so now I'm logged in to the app okay all right all right and okay so all right so there's that um now what I'm trying to do so the whole reason I was doing this um so the password that I just made on the app is that the admin password is that what that is okay so if I were on the app
10:00
Speaker 2
Yes. Uh uh. The why huh. Yep, that's the admin or your router password.
13:00
Speaker 1
and I were to log out, right, in the app, if I logged out, and then I wanted to log back in, I would use router password and I would put in the thing that I just made? Is that correct? Okay. So, while I have you, I want to try that, okay? Um, because I want, I want to make sure that it's working the way it should, for one. So, router password, and then I'm going to put it in. And I have a question after this too, but should I put it in right? Yep, okay, I put it in right. And it says getting other sessions. Okay, so I logged out and I logged back in. So, I know what what that password is now okay ma'am yeah yeah yeah okay so that worked okay that's great now the thing that I was trying to do was to set up in uh on the app I want to set up another another router with another I want to set up a new router with a different network right so I have this is my home network that I just set up right now I want now I want to make an apartment a separate apartment network does that make sense um I mean I have a couple of them because I um
14:00
Speaker 2
I'm sorry, but first, may I have the serial number of the router that you wanted to set up?
15:00
Speaker 1
it's a mesh network, right? So can I just, can you, would you tell me if I can do that on the app? Can we start there? Like, you can, wait, okay. You can, you can no longer set up routers using the app. Okay. Okay. Okay, so bear with me for a second, okay? I'm not trying to create, I'm not trying to create a child node, okay? I'm trying to make another network, a different network. I have another route.
16:00
Speaker 1
Okay. Okay. Okay. So, give me 1 second. So, I'm pretty sure just bear with me for a second. I gotta go down to the I have to go down to the apartment. Okay. Give me 1 second here. Okay. I did do a factory reset. I'm sorry, I don't wanna confuse things. Okay, so I'm looking at it right now. I was in the middle of trying to set up a new router.
17:00
Speaker 2
You can no longer set it up using the Lin Neural app. You can use the five-press method or the automatic setup in which you can just press the reset button five times to set it up and then just use the Lin Neural app to rename it or you can also use the web interface on the computer for the setup process.
17:00
Speaker 1
Okay. So it is a, it is a model number MX-8500. [silence] uh serial number four, three, F-1-0-M-M, three, A as in, in alpha, B as in [silence] Bravo, zero, three, six, seven, five. Okay, that's okay. Um, so you said pressing the reset button five times?
18:00
Speaker 1
I would like that. Yes, that would be great. But also, but so I want you to do that. Um, but I still, okay, so when I press the the reset button, do you mean it like on and off, on and off, or do I have to hold it? Okay. Yeah, I did I did it five times and it it went red and now it's back to purple. Yeah, I do want you to email me that, but I just wanted you to tell me the quick method. I already had it factory reset and it was purple and I just hit it five times quickly.
19:00
Speaker 2
Do not press and hold. If you already reset, it back to the default settings. If it's solid purple and pink, that means it's ready for setup. And then just press the reset button five times. Like press, release, press, release like that five times to set it up automatically. So if it will go back to like...
19:00
Speaker 1
Purple. Yep, it did. Okay. So, okay, so. One, two, three, four. Okay, flash, blue, went back to pink or whatever, purple. Now, it's white. It's flashing white.
20:00
Speaker 2
[silence] It purple or hot pink after the five press. That means it's not, yeah, it's not properly formed. So you need to do it again. Make sure not too slow and not too fast. [silence] [silence] Okay, that's good. So that's one of the indicator. [silence] Okay, that means it's trying to set up. So you just have to wait a couple of minutes for it to turn solid blue. That means it's connected. But you have to use the default name and of password that's at the bottom of that router to use the internet. And if you wanted to change it, you can use the Linksys app or the web browser.
20:00
Speaker 1
Okay, so the name of the network that it's going to create is going to be Vell up set up whatever and the password to get onto that network is going to be the password that is on the bottom of the router. Is that correct? Okay. It went blue. It's solid blue now. So if I'm not mistaken, I believe right now I I have, I do, I have another okay. So now I have another network. I have right? So then I got this. Hold on, give me one just to do. Yeah, give me a second here. Okay, so now I want to join and I'm going to use whatever is on the bottom of it, right? So
21:00
Speaker 2
the air. Yes. Yes, sir. Hmm. Hmm. Yes, sir. then that's good. Yeah, maybe you are connected before. Your phone will recognize if you have connected to it before, to that specific network. [silence]
21:00
Speaker 1
Okay, so I still have the other network, right? So I have the Linksys app, right? I still have the old network, right? I still have my regular house network, right? That's gonna stay. I want that to stay set up, okay? Can if I have that set up, can I still use the app to log into the new one?
23:00
Speaker 2
Yeah, you can use the Linksys app, same process, just log out from your previous um account since you are connected to a different router before and then log in using the router password or sometimes it for newer um set up router it will bring you to a page where you can set up name and password. Yes. Yeah.
23:00
Speaker 1
new network. I can't. Ah, I understand. And then I'm going to put in the password that's on the bottom of that uh of that um router, right? Okay. And if I were to take my computer and plug it into that, could I also change it like that? Gotcha. Okay. All right ma'am. So, can you email me those instructions?
24:00
Speaker 2
Yes. Yeah, but make sure your... Yeah, but make sure your phone is connected to that specific network that you wanted to log in before you go to the Linksys app. Yes, sir? Yeah, make sure computer is connected to that network before changing anything [silence] accessing its web interface. Yeah, sure. We have your email address, please.
24:00
Speaker 1
Alright, so that's my first name, Timothy, right? So that's Timber h like Henry, e like echo, I like igloo, d like delta, t like tom. And I have two different internet service providers. I have one with optum and the new one is with fiber, um.
25:00
Speaker 2
your first name is/info. your first name is info and what is your last name okay got it and who is your internet service provider
25:00
Speaker 1
Arch top fiber. Okay, T, you all T I M O T H Y dot H E I D T T at gmail.fr. Okay ma'am, you have been very helpful and patient. I appreciate all your help today. [silence]
26:00
Speaker 2
Okay. All right, sure. So I'll just send you these email instructions right away after this call. Yes, sir. Got it. Here you go, sir. And by the way, just wanted to inform you that for checking here on my end, based on the serial number for the router that you have given me, it shows here that it's out of warranty and for out of warranty devices, we can no longer provide free technical assistance. So, the next time you need help, you can avail our paid service which is $15 for an hour, but if not, we can also send you an email instructions for free for these set up or the
26:00
Speaker 1
I, I understand. And I still appreciate all of the help that you gave me. Um, and, and you'll still send me that email though, right? Okay. All right. Thank you so much for your help. You were very helpful. Bye you too. Bye bye. [silence]
27:00
Speaker 2
Well trouble shooting procedures. Yeah, I'll still send you the email right away after this call. You're welcome, sir. Have a good day. Bye.
27:00