Speaker 1
Yeah, hi there. Um, yeah, so I can't seem to make any changes on my Linked Linksys app. It keeps uh, keeps saying data not saved. Alright, uh, just one second. So the model number is SF.
00:00
Speaker 2
Welcome to linksist support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling linksist technical support. My name is Ellie. How can I help you? Alright. Okay, I see. And for this one ma'am. For us to help you can I have the model number and the serial number of your linksist router please.
00:00
Speaker 1
the text is
01:00
Speaker 2
[silence] And can I also please have its serial number? [silence] Okay, thank you so much. Just give me one moment. [silence] And this is your first time calling Lynxys. Okay. Is that what?
01:00
Speaker 1
Sure, it's uh my first name is RUJI, R-U-J-I. And my last name is KHAN, K-H-A-N for November. Yeah, it's free RUJI at yahhoo.com.uk. Now, dot co.org.
02:00
Speaker 2
was actually about to see if there is any record under the cerea serial number that you provided but I was not able to pull up anything can I have your first name and your last name to create the record okay can I also please have your active email address ok thank you so much.
02:00
Speaker 1
Right. So, basically, I downloaded the app so that I could control the Wi-Fi on my children's devices. So, I can't, so I can't, we've put some devices on. I can't remove them. I can't stop the internet. It keeps saying data not saved. I've tried all the troubleshooting, switch it on, switch it off, log out, log in. It's not letting me...
03:00
Speaker 2
okay. so um when you mention mom that you were having a trouble using the app like what are you trying to change something from the router settings of your sbn um 50? yeah. um i don't know mom.
03:00
Speaker 1
Thank you. So I'm actually locked quite a few devices out of the Wi-Fi and I also can't put some other devices back onto, you know, to not access the Wi-Fi. It keeps saying your data is not saved. Your data is not saved. Please try again later. So I've also deleted the app and then I reinstalled it. It's just not working.
04:00
Speaker 2
[KEEP_UNCERTAIN] Okay, I see. Mhm. Thank you so much by the way, um Miss Ruchi for all of that is, for all of those information. So, here's what we are going to do, because instead of relying on the app, since there is actually an update. That there will be going to be some changes on the application. So, is there like maybe a spare, or any vacant
04:00
Speaker 1
How do you mean? Like I don't understand. So what do you mean? Do you want me to? I'm sorry. Do you want to access the app, right? Okay. So what do you need me to do?
05:00
Speaker 2
So we need to access, uh, my, uh, I'm sorry. Uh, this time it will not gonna be the app, it all gonna be its web browser interface. Um, if you have a spare, uh, iPad, a tablet, or a computer, we can use that one and then just open a browser, uh, type the, uh, the IP address, which is 192, 168, 81.1. After you type that IP address that will open, uh, the login page of your SBMM56. [silence] [noise] [noise] [noise] [laughter]
05:00
Speaker 1
Okay, I'm I'm on a laptop now, so what do you need me to do? Yes. Yep. okay, yeah, I got it. Yep. Like, uh, what kind of link is this? I'm thinking that there will not be like a file as such, I think there's just, uh,Okay, um, uh, let me try open this in another another tab. Don't worry. your age.
06:00
Speaker 2
okay the laptop is connected to your SP and mm SP and mm X 56 correct okay now open any browser okay and then on the URL bar type in HTTP H H like hector Tango Tango Peter and then colon forward slash forward slash
06:00
Speaker 1
Yes. dot local all right got that uh community fiber uh currently one they've given me two but I'm only using one. It says keep your Wi-Fi handy.
07:00
Speaker 2
My router or my router.local. Yeah, L-O-C-A-L. And then just press enter. And Ms. Roo, your internet service provider is what? Okay, thank you so much. And how many links routers do you have? Uh-huh, okay. Okay, I see. So, in what page did that web browser URL did did bring you to?
07:00
Speaker 1
key output the ability to manage your Wi-Fi at your fingertips at all times you'll need to you immediately if we decide to add no to improve coverage and reliability yes shall I click on that technology is supposed to make life easy this is been hell for me okay so it says sign in it's saying okay so there's a section where it says access root are router password. no
08:00
Speaker 2
OK, can you scroll down for me and look if there is an option for you to click on continue to Linksysmart Wi-Fi? Please. it's so it's now asking for a ro password, right? OK. OK, so that router password, Do you remember changing it before?ms.
08:00
Speaker 1
Hey, I got admin, sign in. Incorrect password. It says, remaining attempt full. Okay. Yep. [silence]
09:00
Speaker 2
Okay. Can you use the word admin, all lowercase? Mm-hmm. Okay. Yes, please. Okay. Let's not maximize the attempt option. On the far right side in that one, there should be an option for you to click on reset password. So, after you click it, it will ask for a five digits recovery key numbers. So that- so go to your links as router and then turn it upside down. There's a sticker that has a label that says recovery key.
09:00
Speaker 1
Just one second. Oh, yeah, it says, okay, shall I just tap that in? And then, sorry, so light in here. Submit, yeah, should I submit it? Yeah. [silence]
10:00
Speaker 2
mm-hmm. Whatever a show. Okay. Uh-huh. so just enter that, or just type in that, our five digits recovery key that you found under the router. Okay. Yes, please submit that one.
10:00
Speaker 1
It says, create a new admin password and hints. Okay. Hold on. Okay, just hold on one second.
11:00
Speaker 2
Okay. So you can now then go ahead and create a new one. So on this, uh, just to give you a heads up on this new router password, uh, RUGE, the system will not allow you to use the same character in a row. So if there is a repeating letters, characters or number, it will not allow you to use it. Okay? So create a much more uh, you know, um, you know, like secure password without using uh, the same character twice. Yeah, sure.
11:00
Speaker 1
Okay, reset. Not letting me. One, two, three. I used 11 nodes at least 10 characters, 1 uppercase and lowercase letters and 1 number and special characters. It's not allowing me. I don't understand why it's not allowing this password.
12:00
Speaker 2
Uh, well you can actually use like me, like more than 10 character because uh the 10 characters is only the minimum, numbers of character that you can use for your router password. Mm. Okay.
13:00
Speaker 1
Yeah. Okay. That's stupid. I think I'm using probably Bing. It's probably Bing. I think it's Bing. [silence]
14:00
Speaker 2
I'll just give me one moment. Are you okay? What browser are you using by the way? Okay. do you have a Google browser? What about that? I was wondering if you have an iPhone with you currently, because I want to show you something. Have you seen that iPhone ad? Okay. can I help you? I mean, do you have a Windows PC? Either a Windows PC or an iPhone. Okay. do you have an iPhone? and oh are you using a Mac by any chance? Okay. can you connect it with a DVI cable by any chance? To one of your screen, because I want to show you something. If you're ready. just give me one moment. Okay, are you with me? I want to point something out to you.
14:00
Speaker 1
I didn't download the Google browser. Uh I think I've got um Firefox. I think I was well I am on Firefox. I just have the plus. I think it is Firefox. Hold on one second. Sorry I was in the middle of cooking. One second.
15:00
Speaker 2
Uh, aside from Bing, do you have any other browser? Uh, yeah. I have to, I'll kindly open Firefox.
15:00
Speaker 1
I'm just going to close all my tabs and start again. Okay? Is alright? Uh, you're going to have to talk me through it again. I'm sorry. Well, it... It... Well, so, okay. I'm going to open up Firefox. Um, and is what did you say? http:// oblivion.
16:00
Speaker 1
Okay. So I'm back to uh the sign in. I'll reset, I should do the reset password. Okay. So, ah, the five digit code. Just one second. Okay. So admin password. Um, O, yeah. Okay. Do I click on the reset? Yeah? [silence]
17:00
Speaker 2
yes due to reset password directory I think
17:00
Speaker 1
you and I'm not accepting this pass code I don't understand and try another one uh huh it's not accepting any pass code I don't understand hmm
18:00
Speaker 2
Yes, please. Yeah. Oh, okay. So for
18:00
Speaker 1
Okay, that's fine. Yeah. Um, that's fine. That is okay.
19:00
Speaker 2
the router that you have Rugi might actually be like you know one of the router that has been updated its firmware cuz the last and final resort of this one since we are unable to access the router settings uh using those links the other work around for this one is actually by resetting that router that you have now if we are going to perform it a lot of things will happen all of the devices that are connected to this router will automatically be disconnected and you need to manually add them to your network uh once again let's say a TV or a your security cameras but I'm sorry okay
19:00
Speaker 1
So on the White Tower, is that what you're saying, yeah? Right, okay.Generated by Microsoft Azure.
20:00
Speaker 2
so uh yeah you can then now go ahead and press its reset button for five times I mean just for uh 15 seconds press it press and hold it for 15 seconds yes on that white little tower that you received from uh community fiber Yes. The reset button, press and hold it for 15 seconds. You'll notice its LED lights will start blinking red and slowly fading away.
20:00
Speaker 1
Let it go. Okay, so it's gone dark now. Okay, so it's gone blue and it's flashing now. The blue light's flashing. Okay, something.
21:00
Speaker 2
after you press and hold its reset button that process may take for at least a minute or two. So, just give it some time okay. Because we are expecting a solid purple or a magenta color coming from this Linksys router. Okay. So yeah, just give it some time. Let me know if it's actually gone back to like a solid magenta or purple.
21:00
Speaker 1
Too hot, humid. Okay, so it's going into magenta color now. [silence] Okay. Okay, cool. Hold on. One, two, three, four, five. Okay, so now it's flashing red. Okay. Okay, so it's kind of pink,
23:00
Speaker 2
Yeah okay, now that's a good thing. Now, the next thing that I want you to press is its reset button again. But this time don't press it for too long. What you are going to do next is pressing the reset button for five times. Do it like press release, press release, press release for five times. Okay, so give it some time, because that another process will take for about two to three minutes. Okay. Okay, the color that we are expecting to show up next should be solid blue.
23:00
Speaker 1
The old pink eye and flashing. Now flashing blue. Okay, and then back to pinky light key. Yeah, still flashing.
24:00
Speaker 2
Yeah. Okay, thank you so much for that one. So, uh, let's just wait for it. Oh.
24:00
Speaker 1
Okay, so black. Okay, come back to blue. Okay. Okay, it's a stable blue now. Okay, let me do my phone first.
25:00
Speaker 2
okay. uh let's give it a minute before reconnecting the devices okay mm-hmm okay so then um what I want you to uh do next is reconnect the laptop to the your I mean to your Wi-Fi password okay
25:00
Speaker 1
Okay, so it automatically reconnected on my phone. And let's see if my laptop. Okay, so it's automatically reconnected to my laptop. I think. Okay, so. Okay, so I'm back to the page, um, access router. A router password. Shall I reset again? Here's the five digits too. Okay. So now it's asking for admin password. Shall I click? Okay. It says input is required. Um, okay. So there's a box that comes up with the red exclamation mark, and it says input is required.
26:00
Speaker 1
What does that mean? So, every time I click for resets, it says input is required to the comment is very clear and easy to remember. Then you see my comment sticks. You go, So, you're pretty Much. It's still doing the same thing, I don't understand. Oh, do you know what? Um, no, yeah, it still comes up with red box. Okay. It's not accepting that password. I don't know, I've coded. Let me see what, what you're doing. [silence] Why is it so difficult just to put, I mean these are passwords that I use for everything else. I don't understand. [silence] It's not accepting anything. Like I've literally tried everything. What is going on here? Do you think I should try and use that one? Okay
28:00
Speaker 2
Okay, um, how about you try using the default Wi-Fi password that you can see underneath the router? Yes, you can try using that one. [silence] So, like, is it still not allowing you? Okay. Ruchi, did you do it? I'm sorry. Okay. That's perfect. So, I believe that you're in, right?
30:00
Speaker 1
Yeah. Yes, I can. So I can set the network status, link key, home networking, guest office, Wi-Fi settings, priority, parental controls.
32:00
Speaker 2
you you can now see the device list guest access something like that okay okay okay so there you have it the parental control that you actually need to customize earlier so just a simple reminder so regarding with the app um there is actually an update that uh might be in the future uh the app will not actually go into work anymore so that's why we are really um encouraging you to use the web browser interface because there are also like um some settings that are only available on the website and um not available on the app okay [silence]
32:00
Speaker 1
Okay. Um, right. So I just, so basically what you're saying is the app is not going to work. This is what I have to do all the time to change any settings, which is quite traumatic experience for me. So, what I would like to do is remove all the gadgets that I have blocked, so that people can have access to the Wi-Fi. [silence]
33:00
Speaker 2
Mhm. Yeah. Mhm. Yeah, I don't I apologize for that. inconvenience, Rojie. And yeah, at least right now you really now have the idea on how to do it with yourself. And then after this call also, I'll be sending you some links on how or what are the different way on how to access this this setting of your router and also some troubleshooting instruction that could make be helpful in the future, okay?
33:00
Speaker 1
Okay, sure. Okay. Um, okay. Yeah. So how do I remove on my device? This is like a, um, oh, I don't know. This is so complicated. Um, okay. So I've just switched on parental controls. Maybe I'll switch switch it off. Um, so how do I remove the device? Sorry. Um, I'm just thinking how do I know who is on the device? Who is on the Wi-Fi? Um, I can't see anything. So all I've got now is, um, okay, hold on. Where is it? Um, Ah, youm... It's just a box, it doesn't show. It's a control device is none. So, that means [silence] So I've switched it. Yeah. Okay, so I've switched it off. And then it says device list, it says local six. Uh, it doesn't show me what device is. It just says six. It says add a device. I don't understand.
34:00
Speaker 2
uh go to parental control uh can you see there like enable parental control since you don't want this devices to be or you want this devices to gain access to the Internet without any problem um how about you just toggle it off? or just enable okay uh yeah just click on the device and then click on never
35:00
Speaker 1
It doesn't give me it doesn't give me that option. It's not okay. Let's have a look. Device list. Okay. Right. Um So okay. If somebody like say my friend comes, is she would
36:00
Speaker 2
Like, like restrict internet access on what device? And then restrict internet access on what time? Like never, always, or any specific time. So, since you don't want to put any restriction on, let's say on a tablet, so just put there never, or select the word never, and then hit an okay.
36:00
Speaker 1
do to be able to access the Wi-Fi as normal if she wants to put in the passwords? Right. So, and do, do you know all the other devices that I added on parental control, are they now removed from parental control?
37:00
Speaker 2
yes of course she can absolutely right after uh-huh uh I'm yes I'm sorry control uh-huh [silence]
37:00
Speaker 1
See if there are devices. Hold on. Let's go here. OK. Plan. OK so. Sorry. Hold on. This is OK. Never. OK. I see what you oh. This is so complicated. Honestly, I can't hold on. Um. So how can I stop, block my child from accessing Wi-Fi? That's the whole point, I downloaded the app so that. OK. [silence] How do I block my children from accessing the Wi-Fi?
38:00
Speaker 2
uh, well you, all you just have to do is just, uh, just to select your, uh, your son's or your daughter's phone or device from the device list that will show up from the left side. And then there will be an option for you under the block internet access, like maybe you can put it when or you can put it always, or you can put it to never. So, you can, you can choose the, like, let's say, for example, a tablet. And then black enter, uh, block internet access. You can use the specific times. And then there will be an option to click on edit. And then there, then on from that page, another page will show up and then that is the time that you can put a specific date on when [silence]
39:00
Speaker 1
Okay, so I understand that. I'm sorry, I understand. So, shall I not use the app anymore? No more go on the app. Should I just delete the app on my phone? Because I have the app on my phone. I see. Okay.
40:00
Speaker 2
Will they have it - will they have an internet access and when it will going to be cut off? Like it will - Then. I'm sorry. I. Yes, you may actually want to remove it because there is actually no specific timeframe like when will the app - or going to go back up and running so - yes, I really cannot provide any specific date on that one or any of us. Yes, our engineers are currently working on like should know upgrading something with the app and with the web browser. So as of the moment, uh like you know, play around on this router settings so that you.
40:00
Speaker 1
Yeah. Okay, fabulous. All right, thank you so much. Thank you. I appreciate your help. All right, take care, bye-bye.
41:00
Speaker 2
Your girl's gonna be more familiar about this one it's I'll be careful now
41:00