Speaker 1
Hi, I've got my new LinkSys router, and I connected it all up, and it's working fine. But the thing is, for some reason, the app doesn't let me log in anymore. And I've tried everything, resetting the password, and then when you open up the app, it says we have detected a new something and you click on it, and you put the password in, but it just doesn't log back into my LinkSys app. I deleted the app and reinstalled it, and still, same problem. So, I mean, I can't, it's not even letting me. [silence]
00:00
Speaker 2
[silence] Hi, thank you for calling Linksys. My name is Ben, and I'll be happy to help you today. How can I assist you? Alright. Are you able to log out right now?
00:00
Speaker 1
Let me log out because the screen it's stuck on, it says enter your router password, which I've, so the only way to log out is to close the app, which I've done. So, um it was saying uh I'm logging back in. It says getting router settings and then it says it goes straight into the screen. We found a new network. Add this network to your account and then the only yep, so I click on that. Then it says enter your router password. We ask this for security purposes. So I type in the router password. So it's like small g 5 capital x capital z.
01:00
Speaker 2
when you, uh currently, what are the options given to you? can you click on add network to the account? Just to verify the router passward that you're typing in, is it the same one underneath the router?
01:00
Speaker 1
Oh, I don't think I've created an admin password. I just assumed it was. Do you know what it says underneath? Uh, name of network password. I'm typing in that password. Okay. Okay. Okay. Okay, let's do that. So I just say count and pass one, yep, okay. I did this as well. So let's, let's just say we do. I'm going to like, just say we do AB, C, D E. Okay. How about we just do AB C D. Then we'll do 1 2 3 4 5 and then we'll do exclamation mark.
02:00
Speaker 2
The router password that it's currently asking you for is your admin password. Have you already created an admin password? Or if you haven't, just click on reset so you can create one. So click on reset password if it gets given to you there. Put in the five digit recovery key that's visible underneath the router and create a new admin password for your device.
02:00
Speaker 1
But then let's start again, because I need a capital A. So capital A, small b, small d, E, 1, 2, 3, 4, 5 with an exclamation mark. Perfect. And I'll do return. Submit, okay. Applying changes. Okay, so now it goes back to the bit where it says, enter your router password. So in here I'm going to delete what's already there. And I'll put in capital A, small b, C, D, E, 1, 2, 3, 4, 5, and an exclamation mark. Then I'm going to click "add to account". Then it looks like it's - and then it comes back to the same page again. If you put the wrong password, it says, "wrong password. Nine attempts left." But when you put the right password in, it doesn't say that. So if I keep on clicking "add to account"' - I've done it again - it comes back to that same page where it's pre-populated the password. And when I click - Looking forward to learn some. I can see it says, capital A.B.C.D.E. one, two, three, five. But it just, I don't know, it doesn't go to the next page, like it doesn't laugh into the app. Okay. Yep. So we're going to delete the app and it's deleted. Yep. We deleted it. I've tried this as well. Didn't work, but obviously we have to do that again. And then I'm going to go to the App Store. Okay. I will type in. X is smart Wi-Fi. Yep, I've got it. I'm downloading it. downloading. Okay. Now it's saying open. Yep. So I'm going to click on open. Oh, shit. Oh, shit. Oh, shit.
03:00
Speaker 2
Uninstall the LinkSmart Wi-Fi app. One more time. After you're done uninstalling it, reinstall it back again. [silence]
04:00
Speaker 1
ground is the page I want allow Linksys to find devices on local networks should I click allow or don't allow allow it okay so here now this is great so it's asking me for my email address yeah it says it says password now when I click on this bit it says it says access lock too many failed attempts to login okay reset that one okay so then it's asking me for the number underneath the router which is 181 1 7 and now it's saying continue okay so now it's asking me to reset the router password again so we're going to do the same thing again capital A small B C D E 1 2 3 4 5 exclamation mark and then
05:00
Speaker 2
[silence] Yes. Allow it. [silence] Uh, is there [silence] on [silence] option to bypass that one? Yes, click on router password. [silence] Go ahead and reset that one. Yes.
05:00
Speaker 1
And then we're going to click submit. Now it's saying getting out of settings. Oh, I think, oh, oh, okay. So, now it's done something. And now it's going back in back to the home page. So, it's saying enter email address. So, we'll enter my email address. Then I'll put in A capital A B C D E 1 2 3 4 5. Login. See, this is another second. It looks like your email and password don't match. Oh, no, sorry, I missed off the exclamation mark. So, let's try that. So, the only option to skip the part is as I said, is if I click on route the root the password. And then again, it's saying access lot, too many failed attempts to log in, even though we just reset it.
06:00
Speaker 2
just to verify is that currently a requirement on the app or is it or is there an option to allow you to skip that part
06:00
Speaker 1
So, even if we do, even if we do go on, even if we do the email and type in A, B, C, D, E 12345! That doesn't work, either. Yeah. Yeah. [silence] Yeah. [silence] [silence] Okay. [silence] Okay. So, the only thing I was going to say was because, ironically, the Wi-Fi works. You know, there's nothing wrong with the Wi-Fi. That's all being set up, cuz.
07:00
Speaker 2
I see. All right, if. All right. If that's the case, I do have to set your expectations that after doing a complete, um, I'm sorry, after you've done the reboot, changing the password numerous times on the router option, and also trying the email as well as you mentioned, and still haven't done it, still unable to log into the app, the last step is to consider doing a complete factory reset, set everything back up all over from start. But you can still put it the same way, like same wi-fi name, same wi-fi password. The only difference is you've performed a complete factory reset. Uh-huh. Yes.
07:00
Speaker 1
the only problem I'm having is logging back in logging in so this morning I don't get into the app since I've done this new um lap and it's not letting so so let's so what should I do next okay okay okay but the thing is that's not going to solve my problem in logging into the app though is it okay okay okay so I'm holding the button down for p okay perfect so I'm holding it down okay it's already logged it's already logged me out of the app anyway.
08:00
Speaker 2
You will need to consider a complete factory reset and set everything back up from scratch. To perform a complete factory reset, You will just need to hold the reset button for 20 seconds and then set it back up the same way on how you set it up. The moment you perform a factory reset, the app will also recognize it and will disconnect your account to it or the once you've associated it for. And the app will allow you to start from scratch.
08:00
Speaker 1
And on the app it says, manage your Wi-Fi, set up a new Wi-Fi network. Do I need to click on anything there? Okay. Okay. But I've done it, but it's just solid white. Is this new one that came for the process, the 7, the pinnacle 2. Yeah, it is SP and M6-0. My name is Prutech. Mm-mm.
09:00
Speaker 2
Just close your app for now, since she did a factory reset on the router. What's the model of your router, just to make sure. Oh, can you provide me the specific model? It should be tagged underneath. All right, thank you so much for that one. And can I also ask to whom am I speaking with as well? Sir Patesh. Sir Patesh, thank you so much for that one, and thank you so much for all the tries that you perform in the app. I do have to set expectations that the current model that you have is, it is not the top.
09:00
Speaker 1
so I can't use the other my more so what if like the old what's it called the old one I'm gonna use as like a child node how would I do that okay okay okay
10:00
Speaker 2
Yes it's not compatible with the app. The reason for it this is a pinnacle unit designed to be a completely different web interface. And the only way to enter its settings is by using either a tablet laptop or computer and it is only a web browser function. To log into its web interface you need to search on the address bar while connected to its Wi-Fi myrouter.info. Yes the app is designed for intelligent mesh. This one is a cognitive mesh, which is completely different in a much more enhanced version.
10:00
Speaker 1
Okay. So, so what did you say the website name I've got to put in is? W.W.my router.info. Okay. Oh yeah, trying to reach Links this now if you're trying to administer y5 your current VPN is not connected to you. Now your VPN is enabled. Okay, what do I do next? Trying to reach. Well, I don't know. I don't know if I bought some VPN network. So I'm using my um, I mean my community fiber is the ISP.
11:00
Speaker 2
option there in the homepage to add mesh, which you can add your older ones. Just type in. There's no ww, it's just myrouter, dot info. Uh, uh, uh. Are you currently using a VPN network? Uh, it's a virtual private network designed to create you a different IP address, in other words, like it's just a separate network, but you're still using your own network right now, so. Uh, uh, uh. All right. Community fiber.
11:00
Speaker 1
it's a personal device. Yeah. Priteshpittesh underscore Patel 79 at hotmail.com So, so it's P-R-I-T-E-S-H Yeah
12:00
Speaker 2
All right. Thank you so much for that one. All right, before anything else, can I also ask, is this your first time calling? All right. Since this is your first time calling, all I have to get is some quick information, so I can create a case here for you. Once again, the name is Petr. What about the email address? Thank you so much. P-I-T-R E-S-H underscore Patel P-A-T-E-L. 79 at Hotmail.
12:00
Speaker 1
Yeah, that is seven two Echo for Echo, one zero M for Mother, two eight F for Foxtrot, zero two two three two. Yeah. One. Yeah. OK. Oh.
13:00
Speaker 2
Thank you so much. can you provide me the serial number for the Linksys unit? Mm-hm. Thank you so much. 72 Echo 10 Mary 2 8 Fox Rod 0 2 2 32 How many Pesto devices was provided to you? Just one. Thank you so much. All right. Let me quickly double check everything on my end. If it's alright with you, I'll just put the call on hold for 3 to 5 minutes. Would that be okay? Perfect. Thank you so much. I'll be back with you in a second. [silence] Thank you so much for patiently waiting Sir Patel. Alright. Can you try opening a new tab and type in the default address 192.168.1.1?
13:00
Speaker 1
Some types should I type it on my desktop. Okay so 192.168.1.1. It says your connection isn't private. Go back or advanced. Okay, advanced. It says this could appear because is a server couldn't prove that it's a security certificate for my router info. This may cause by misconfiguration. There's no continue either said. Oh, there is a continue. Okay, yeah, it's continue. Okay, now it's asking for router password.
18:00
Speaker 2
Alright, so are you now in the web interface? All right. Mhm. [silence]
19:00
Speaker 1
Okay, do you think, okay. Okay. Okay. That's it. Okay. Okay. [silence]
20:00
Speaker 2
All right. What's currently on the page showing up? Right now the hub itself is flashing blue. All right. Perfect.
21:00
Speaker 1
So should I just refresh it to see if it reconnects? It's, it's still, it's still the same thing. It's still got that is rotating symbol with, as if it's just saying, saving your configuration and checking for software updates. Okay. Okay, it says router not found. You are not connected to the router.
22:00
Speaker 2
What's on the page itself right now? Let's just wait for two minutes to double check if it may finish configuring. Double check if you're connected right now.
22:00
Speaker 1
Actually, I can tell.
23:00
Speaker 2
all right so just to clarify is everything okay now mm-hmm the web interface
23:00
Speaker 1
I can't, so can I no longer log into the other one, even though I have an account? Okay, and what, what did you say there was a setting in here somewhere where I can connect, my other two nodes? Um, okay, and then and So, so, if you've got time to do that with me on the phone now, Okay. So I'm on the link, I'm on that web, hold on a minute. We get the larger ones, right? Okay, I'm in, I'm on the linkedis now menu button. And what do I click on? Advanced settings?
24:00
Speaker 2
in order for you to log in there, you need to make it ask the parent know, so that you can use that uh account on the app. but if the current parent know is the pinnacle, then unfortunately, you can't as of the moment. You can add your nodes yes. but you need to factory reset them first. yes. okay. are you in the web interface already? Mhm.
24:00
Speaker 1
um no so doesn't say on that one oh yeah yeah support yeah onto menu yep no there's no option that says that it says incredible Wi-Fi instant i eat my instant topology instant safety instant privacy instant devices advance settings instant verify and speed test yes um yep I see I see there it is okay
25:00
Speaker 2
on your on your link sys cloud page, there should be three options which is home, menu? and support. Is that correct? Go to menu. There you can find an option that says myself a new product. On the last side, near the word menu itself, there, does it say "my network"? on my network? There's an option restart and set up a new product. There on set up my new product. You can add the child note.
25:00
Speaker 1
OK, perfect. So I've got the child node here with me, which is a Mesh... Is it a mesh router or a mesh node? OK, so I should... I'll plug it in now, yeah? OK, OK, factory reset it by holding the reset button down for 20 seconds. Should we do that on the phone now or should I just do it myself? OK, I'll just... Why not, would you just hold on? I'll just keep you online. So it's flashing blue at the moment. OK, OK.
26:00
Speaker 2
Yes, it's a mesh router and a mesh node if it becomes a child node. yes plug it in wait for it to reboot successfully and after it's then rebooting you factory reset it yes that is correct yes if you want me I'm the line we can't if you want to do it on your end you can also do it as well alright wait for it to finish flashing the blue currently rebooting
26:00
Speaker 1
So it's glowing red, the lights going red now, it's flashing red.
27:00
Speaker 2
Hey Siri, make the light flashing red.
27:00
Speaker 1
Okay. So, now it's solid blue. And, you guys. Okay.
28:00
Speaker 2
Did the light went out during the process? Now, let go of the reset button and wait for it to reboot successfully.
28:00
Speaker 1
Okay, so now it's. Okay, so now it's purple. So on the web interface, it just says, um, set up a new point. Then it says, wait for nodes to finish starting up, indicated by, then it says, click next. Let me click next. Okay.
30:00
Speaker 2
Now try adding it on the web interface. Click next, it will now search for an available node. [silence]
30:00
Speaker 1
I mean, it's what is flashing red at the moment
32:00
Speaker 2
All right, we were able to add the child note. All right,
32:00
Speaker 1
oh did you turn it blue now okay it says yes uh successfully added yes perfect okay no that was it thank you no worries thank you very much cheers you too bye
33:00
Speaker 2
What about the page itself? What's currently being informed of the page? All right, that's completely normal. Since it turned purple, splashing red, it's because it's trying to sync up with the parent node. Wait for your web interface also notify you successfully added it. Perfect. You have successfully added your first child node. So that's the option where you can add them. Is there anything else? Perfect. Thank you so much for calling Linksys. Take care and have a great day. [silence]
33:00