Speaker 1
[silence] Welcome to Porc. Yes. I have a Linksys mesh system that's not working and I need some help getting it back up and functioning. Uh, it's been, no, it's I've called before, but it's the first time in some months. That's right. Yes.
00:00
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. [silence] Hi. Thank you for calling, Linksys. This is Regina. How can I help you today? Is this your first time calling us for support, sir? Let me just confirm if I'm talking with Charles Baltorp. And your email.
00:00
Speaker 1
Correct. I have three devices, a parent and two nodes MX 5500. Yes. Um my service, uh my internet service is through T-Mobile, their wireless system. And just before the weekend, uh I lost my um my mesh system, my link system stopped working. And in the past I just kind of unplugged it and plugged it back in. It would reboot and [silence]
01:00
Speaker 2
had service is p-p-a-i-l-t-h-o-r-p-dot at me dot com. ok. So, you have three Linksys devices and they are all MX 5, 500. And what is your concern all about with your straight step?
01:00
Speaker 1
everything was fine eventually, I wound up calling T-mobile. I called T-mobile and they had been upgrading their broadcast towers and so I think the consequence of that is I haven't been able to get my system back working. I do have uh internet without the you know just through the modem through the T-mobile modem, I do have internet uh on my devices um and on the top floor of my house, but um but I don't get it throughout the house the way I do when I have the linksis working. Um, what I've done is I've connected the um, the modem the T-mobile modem by Ethernet to the parent unit uh into the internet port on the parent unit. And the parent unit is now showing a solid purple, which it has for some time.
02:00
Speaker 2
I love. Okay, so may I ask, sir, did you attempt to reset?
02:00
Speaker 1
I did attempt to research. this. I have them plugged in nearby and they are both blinking red. All right, so just say once again what you'd like me to do. So, turn off the parent mode. Oh, reset the child nodes. Okay.
03:00
Speaker 2
Your links have devices before contacting us for support. Okay, so the parent node is solid purple. How about the child nodes? Okay, since you reset the parent node, tell me proceed also to reset the child nodes. So make sure the light indicator blink red, turned off, and turn to solid blue. And when it turned to solid blue, that's the time that you release the reset button, okay? Now, reset the child nodes. Yeah, because you reset the parent node, right? And in the child node, blink spread. So you really need to recent also the child node.
03:00
Speaker 1
Okay, so just -- so all I need to do is push the reset button on each child mode, correct? Okay. All right, the first one has done that.
04:00
Speaker 2
These motors believe they are, uh, having trouble with a s clear to setup, So motor drivers are clear, except my reset button works. I've gotta go through BIOS. You had to hold the reset and plug it in. Yeah. Now watch the right. You're still seeing this. You're foooolish.
04:00
Speaker 1
All right, I have, the first one I reset is, is both are now pulsing blue.
05:00
Speaker 2
Okay. Now we'll just wait for those devices. Sit back,
05:00
Speaker 1
Yes. That's right. And okay, the first one has
06:00
Speaker 2
turning solid purple and while waiting so let me just confirm are the child nodes placed about 2 or 3 ft away from the parent node or apart and they're both plugged in directly to the wall outlet or power outlet. Okay let me know once they are turned to solid purple [silence]
06:00
Speaker 1
Yes, both are now solid purple. Yes. Which, on which unit? Okay. five times within five seconds. [silence] All right. Still still solid purple.
07:00
Speaker 2
Including the parent node or the main router. OK, now, kindly go to the parent node, sir. Then, press release the reset button five times within five seconds. On the parent node. Yes. And what is the light indicator of the parent node?
07:00
Speaker 1
no it's not blinking should i just all right now it's blinking blue no it's solid blue and now it is blinking blue
08:00
Speaker 2
It doesn't blink. Call again. Pressure released? properly press and release the reset button five times within five seconds. Not too slow, not too fast. It's okay, setting up. So, all we need you to do is just to observe and wait three to five minute. Sure. And then monitor also the light indicator of the child nodes if they are or start blinking.
08:00
Speaker 1
Yeah, the child nodes are still purple. Yes, the parent node is still blinking blue. And one child node is blinking red. The other is still blinking purple. Yes, both child nodes are now blinking red and the parent node and
09:00
Speaker 1
I don't understand how to do that. Yes. [silence] Oh yes. Yes. Yes. Yes. I see that it's the uh the Velo setup password. [silence]
10:00
Speaker 2
ok. so, since the parent node turned the solid blue, can we connect a device to the default name and password on the bottom of the parent node? so verify if you can access the internet. Okay, so you reset the parent node so it's back to its default name and password. So all the configuration was erased. And since it is solid blue now, after it's set up, on the bottom of the parent node, you should, you can see your Wi-Fi name and password to connect a device to verify if you can browse and access the internet. Yes, so proceed to connect a device to the default name and password of the parent node.
10:00
Speaker 1
I do that on my on my desktop computer or just wherever the whether I have it where I have assess. I'm sorry. All right, I'm looking at the Wi-Fi settings on my desktop and I see the Velo setup network. So I need to put in the password when I, let's see if it connects. Okay, wrote it down there somewhere.
11:00
Speaker 2
Now you can use your phone or your desktop computer.
11:00
Speaker 1
All right, I'm putting in the password. [silence] it says it could not be joined and run diagnostics. Let me see what that takes. Me too.
12:00
Speaker 2
Check your Wi-Fi password. If it is correct,
13:00
Speaker 1
All right, now it says it is connected. yes I'd like to leave it. can I leave it as it is? Can I leave it as I use? Oh, I'm sorry, say it again, please? No, I'd rather stay with it as it was.
14:00
Speaker 2
okay. and what is the light indicator of the child nodes? are they solid blue now? Okay, now would you like to change your Wi-Fi name and Wi-Fi password or recovered they over? or just preferred to use the Wi-Fi name and password label on the bottom of the parent node? or? would you like to change your Wi-Fi name and Wi-Fi password. you can actually retrieve or recover your original Wi-Fi settings here as it was. what do you mean? the Wi-Fi name and password label on the bottom of the parent node?
14:00
Speaker 1
Oh, oh, I'm sorry. No, I'd like to, can I just leave that as it is? Sorry, my computer decided to reboot. I'm not sure why. I, I still, I don't see any reason to change the WiFi name and password on my parent unit.
15:00
Speaker 2
Yes, but if you can still remember your WiFi name and password, WiFi password as it was, we can recover it. [silence] Maybe just a system, but would you prefer to use the WiFi name and password labeled on the on the bottom of the parent not sure or want the pass rate? [silence] Yeah, but I guess before you called us, before it, it [silence]
15:00
Speaker 1
Yes. I know what they are. No, I'd like to recover the credential I was using before. All right one will. It's booting. So all units are solid blue, is that what you want? [silence]
16:00
Speaker 2
contact us for support. uh, you've customized your own wifi name and password, right? Okay. Would you like to just try to recover those credentials or just prefer to use this password and wifi name labeled on the bottom of the parent node? Okay. I see. Now, using your desktop computer, since it is already connected, Kenny, open a browser. Yeah, they're already set up and connected to the network. So, our goal here is now to proceed on changing your wifi name and password.
16:00
Speaker 1
Okay, good. all right, I am opening the browser. Is Safari all right? I can use Google. One moment. I need to open Google. one moment, please.
17:00
Speaker 2
Okay, um, gently open a browser, uh, Google. Yeah, but if you have Google, you can -we can proceed to use that. Yes, please. And then on the address bar, gently type 192.
17:00
Speaker 1
All right, I can put in the address. I'm ready for the address. Okay. Okay. And I'm taken to a page that says, Linksys, why am I getting a warning? [silence]
18:00
Speaker 2
I guess one nine two dot, one six eight dot, one dot one. Okay, so on the address bar I can either type one nine two dot, one six eight dot, one dot one dot one dot one, one dot one dot one. And then, press enter.
18:00
Speaker 1
kill the go back to that address The site cannot provide a secure connection. I'm not able to access the the uh URL you gave me. Let me try. Oh, let me see. The
19:00
Speaker 2
Okay, so we're able to access on the page that shows your connection is not private. But is your desktop computer or connected to your Linksys network. [silence]
19:00
Speaker 1
No, I need to reconnect it. It shows connected. Yes. Now let me try that. 192.168. Oh, that one.that one. I get a not secure warning.
20:00
Speaker 2
Yeah, make sure you're connected to the _bottom of the parent node. and it should shows secure or connected. That one, that one. Okay, click Advance. So, it shows your connection is not private, right? [ silence ]
20:00
Speaker 1
say it again please. continue. it says your connection is not private advance or back to safety okay proceed to. all right now it says download the Linksys app for setup.
21:00
Speaker 2
You have the option below sort of click Advance, continue or proceed. OK. So press continue. Click Advanced. Yes proceed to 192.168.11 or unsafe 192.168.11. OK, now click the picture or the image of the two.
21:00
Speaker 1
Okay. I, I get a sign-in window. All right. And... Uh, I'm in it's, uh, yes, it says, access router router password. Oh, okay. So I, I put in I put in, sorry. Admin? Admin. Okay. I did. And now it wants a password. Let's see. We've updated our password.
22:00
Speaker 2
so are you on the link smart wifi tool? [silence] yeah. yes timin, A D M I, and L L, okay. [silence]
22:00
Speaker 1
Requirements to be more secure. Please create a new one. Where do I type that? Sorry, now there's a, there's a warning window. It says we've updated our password requirements to be more secure. Please create a new one. So I'm clicking on create a new one. All right. And does it matter what I use?
23:00
Speaker 2
Okay, so it's asking you to customize your own admin password. So on the bottom of the parents notes there use the recovery key. Alright, you may now proceed to create your own admin password and make sure to follow the standard rules in creating it. Yes. Yes, make sure you need to follow the rules or the standard rules on creating an admin password. So make sure it's 10 to 12 characters with an uppercase or lowercase, combine it with numbers and spe special characters. Then choose a password that easy for you to remember.
23:00
Speaker 1
Okay. Sorry, tell me the password requirements. I have. trying to see here. I'm using a password program. So uppercase, lowercase. Do you need special characters? [ silence ]
24:00
Speaker 2
Hey, it's letters, numbers and special characters.
24:00
Speaker 1
Okay. Okay. I think I've got it. Let me try up. It says I have the same character twice, so I need to change it.
25:00
Speaker 2
I guess when you're going to start typing it, it will show all the rules on creating the admin password. So it must have 10, approximately 10 to 12 characters with an uppercase, lowercase letters, numbers, special character.
25:00
Speaker 1
All right, I'm good. So I'm clicking the reset button. [silence]
26:00
Speaker 2
Oh, yeah. Make sure that there's no same character twice in a row. Yeah, and are you on the link to smart WiFi tools or the web interface? [silence] Yeah, and
26:00
Speaker 1
Yes, I'm on the page. It's with smart Wi-Fi tools. [silence] It shows yes, it shows clicks connected is clicked. [silence] And I can use [silence] my current wifi what I've used for my Wi-Fi in the past. [silence] Let's see how do I [silence] do that? [silence] Oh, it's it's showing developer set up and so how do I escape that and set a new one? [silence]
27:00
Speaker 2
Okay, that's good. and in the other side on the right side, sir. you can see the your network status, right of the first box time. check if it will shows connected. Okay, no, go to the wifi settings to change your wifi name and wifi password. Yes. Click and delete that.
27:00
Speaker 1
[silence] it seems to let me do that. I'm I'm looking at the Wi-Fi settings window. And it says Velo setup F and it would show the password, I think. Yes. ready. Router settings. Wi-Fi yes. Thank you, Andrew.
28:00
Speaker 2
and then select the Wi-Fi settings.
28:00
Speaker 1
You finally made me understand, all right, I guess the uh update training everything looks good in the window, so I say yes. [silence] [sound of keyboard typing].
29:00
Speaker 2
Yes, it's okay. So you can now proceed to change your wifi name and password. Yes and yeah.
29:00
Speaker 1
It's saying, "Applying changes. Your router is applying changes." [ Silence ] Oh, it says, "router not found. You are not connected to your router." [ Silence ] I get a window that says, "save login." [ Silence ]
30:00
Speaker 2
and then proceed to apply the changes. OK, just keep on waiting. And then after that, you may proceed to reconnect your devices. Yeah, because you changed your Wi-Fi name and password, so you need to reconnect your devices.
30:00
Speaker 1
Do we dot 1 68.1.1 and then the name? I'm just gonna say save. all right, my phone is connected to the Wi-Fi. as is my iPad. So, I think that's all good. Do you want me to do that while you're still online? All right, I'll be, it'll take me
31:00
Speaker 2
Again, and you're gonna proceed to relocate the child node. Yeah, you can. So, unplug both child nodes and then relocate them back to their original placement and wait and observe them until they turn. and solid... blue, and it will take three to five minutes or so. Okay, sure.[silence]
31:00
Speaker 1
Hello. [silence] Yes, inscribe. [silence] All right. [silence] Both are plugged in. Let me just check the second one I think both are solid blue. [silence] Just taking a second look one moment. [silence] Yes. [silence]
36:00
Speaker 2
Yes, I'm so here. Okay. So they're both solid blue now. So since we successfully set up your links as mesh systems, or is there anything else that they can help you with?
36:00
Speaker 1
Oh, that's great, I really appreciate your help, I couldn't figure it out on my own. 66-261. Same to you. Thank you.
37:00
Speaker 2
Okay, you're welcome for that. Okay. But if you need further assistance, please feel free to call us back just to use the same ticket number at 66261. Exactly. So, thank you so much for your time and patience, Charles and have a great day. Bye. [silence]
37:00