Speaker 2
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00:00
Speaker 1
Yes. Three three of my units um are all like red lights and I can't get them to come back on lime. Yes. No.
01:00
Speaker 2
other users for tips and guidance at redit.com slash r slash Lenssystem. Hi, thank you for calling Lenssystem technical support. My name is Dylan. How can I help you today? Let me create a quick report. Okay. Um, so three of your units, uh, just to confirm with you, sir, uh, you have a total of four nodes. Mhm. Um, what was your internet provider? Okay. And, um, prior to having this issue, was there like a power outage or internet outage? I have one. Okay.
01:00
Speaker 1
Are there own yeah That's okay. Yes I am not sure what you're asking but I have one of them that has a cable that goes to my infiniti router and then the other three are like satellites in different parts of the house yeah [silence]
02:00
Speaker 2
okay sir, so uh, I was able to pull up a record here under minister Michael Ar-Mone Amoni unknown, uh, you know i'm sorry and uh with uh, in an email address df are no one at hotmail.com okay, I seize in right now sir what's the status of your router at the moment are they all um gathered near the parent node somehow or they're still on the same area? Yeah, yeah, sir. Yeah, I understand that. um, it's uh mesh network. So one of the node will be connected to the main source of internet, which will serve as your parent node. And the three child nodes are scattered all over your area. Um, so uh for this one, uh I've checked here your records, and it shows that your Linksys device is already out of warranty uh since 2020. And um I mean 2021. And unfortunately, sir, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, uh we do have an ongoing support through our paid connect service for a one-time fee of $15, which you might want to consider. But if you don't want to opt in with a paid connect service, I can send you an email for the troubleshooting steps that you can perform. We'll basically, if there's no issue prior to Having your child nodes disconnected, you can gather all the nodes near the parent node and power cycle them. Like, just unplug that from the power source and plug it near the parent node and see if it will go online. So, in the event that it will not go online, you probably need to reset all your and holding the reset button for 20 seconds and have it go on setup mode, which will show you a purple or a pinkish red light. So, once it's on pinkish red light, you can add the child nodes again back to the network, and once they're online, you can then relocate it back to where it used to be placed.
02:00
Speaker 1
I think I've tried that already, but when you're saying, okay, so right now, the parent mode, uh, unit is not working as well as two of the other, uh, units, so it's it's correct, and I have, yeah, it's a solid red light, and I have tried to, uh, you know, I mean, when you say powered it off, you mean disconnecting the power cord from the unit?
05:00
Speaker 2
Oh. okay. So the parent node is also not working. Okay. And it's showing red light. So tell me when you're ready. Okay. So I'm unplugging the power. If that's the case sir, you may try to isolate the issue by connecting a device directly to your modem to see if you're getting internet from the source. Cause you can't, I mean, you can't go to [silence] this. [silence] Woman: So I see the user you named is under internet connected. That means they're getting internet access. That's good. You've been working hard for that. Yeah. Let me show you how to manage his access. Let's see if we can make some rules. [silence] So how do you find it? Is it better now? Any other questions? Male: There you go, your Seems to be working now. Perfect. Okay. Thank you for your help and sorry about that. Bye. Woman: Bye, have a nice day. Bye. [silence]
05:00
Speaker 1
Yeah, I mean, all my my computer and everything is is running and I have internet and I have internet. So, I mean, isn't that a sign that the internet is working if I have it working on my computer, which is hooked up to the same router? Um, the modem. Oh, okay. Sorry. I yeah, I mean, all my my computer and everything is is running and I have internet. So, I mean, isn't that a sign that the internet is working if I have it working on my computer, which is hooked up to the same router? Um, the modem. Oh, okay. Sorry.
06:00
Speaker 2
Um, so you can't go directly troubleshooting your router because it might compromise your connectivity. So, um, your router is dependent on the internet source. So if your source doesn't have internet, then it would affect your router. So you can try to isolate it by connecting a device directly to the router, I mean, to the modem, um, your, uh, I believe your Xfinity modem. [silence] Uh, you mean the modem? [silence] Cuz the router is your Linksys router. So, you, yeah, so you have internet to your computer which is hooked up directly.
06:00
Speaker 1
to the Xfinity modem. Yeah. And the other, the other, let me, let me interject here, the other interesting thing. So the, the two satellites were, have been red for, you know, a couple of weeks and I just haven't had time to, to look at this thing. So, the, the, the one that parent one was working fine, and I thought I would try to disconnect it and, and plug in one of the other ones. And that, of course, didn't work. And when that then I plugged the parent one back in, it, it is now red. So, I don't know why that happened. Yeah.
07:00
Speaker 2
connecting the modem. Yeah. And, uh, you've checked it, like, uh, verify it that you can surf through any website. Okay. Uh-huh. And also know Uh-uh. Uh-huh. Uh-huh. Uh-huh. Okay. That's the power source you mean? Oh, okay. I see. So, you tried to connect one child node directly to the modem and remove your parent node.
07:00
Speaker 1
Yeah. And then I, I didn't move it. I didn't move it. I just, you know, disconnected it, unpowered it. And then when I put it back, it, you know, it now it's red as well. So,
08:00
Speaker 2
I see. Yeah, of course, always it will really disconnect your parent node. because uh it might have caused conflict with the the child node that you just, uh, connected. So, um, you may try to do a sequence of reboot on your network. That's also one way of, you know, um, like um, of basic troubleshooting. You can, you can, um, unplug your modem from the power source as well your parent node. So, after you unplug your parent node and the modem, you can give it at least three minutes to reboot or restart, uh, you know, to refresh your network. [silence]
08:00
Speaker 1
Okay. Alright. And then you
09:00
Speaker 2
And after three minutes, you plug in back, first, your modem, wait for it to stabilize and go online, before you plug in back your parent node, like that. And then I then I will send you the follow, I mean, the the next troubleshooting steps after you perform the sequencer reboot. All right. You're very much welcome, sir and I believe in your email address is r4444444 at hotsmail.com. Okay. All right, sir. So I'll be sending you an email right after this call. Just give me at least five minutes. You don't know what's the like five seconds? All right, sir. you're very much welcome and thank you for calling links sis. Have a great day. Take care. All right, bye for now. Bye bye.
09:00