Speaker 1
Welcome to location supports for a police service. Your call may be monitored. Please remain on the line. [silence] Yeah, hi a um my uh internet provider's give me some new routers that are a link Sys uh one. Um and uh the the issue is. I don't I don't know what's going on because your app doesn't seem to want to connect to the routers. Uh gigabit clear. Uh gigabit clear. How many are going on? Yeah. I don't I don't know. Uh. Uh. Uh, gigabit clear.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I thank you for calling Linksys. My name is Josh. How may I assist you today? I see. I got that one, sir. And may I know who's your Internet service provider? GigaClear. All right. And how many routers do you have in total? Mhm. And are you currently with the router?
00:00
Speaker 1
uh they don't have a router. They don't have a p p. I think however, you're stilled or you internally we don't have a correct. Yeah it's it's full fiber. So you've you've just got like uh uh uh like a node on the wall. All right, so yeah, I'm recording with Delly and that. This is what one of them um 5 Y for Yankee 2 0 M for mother 1 3 E for Echo 0 1 5 9 2. Make you sure that that there's a pager this trial.
01:00
Speaker 2
I see. Uh, however, you are still or you are currently with Dalmice Devices, that correct. Right. So, yeah, don't worry regarding with Dalmice App. Rest assure that I can walk you through and how to log in. Uh, before we proceed, may I have the serial number of the parent or main node? Thank you so much for that one. So let me verify again your serial number. So, it's
01:00
Speaker 1
It's five five nine for Yankee zero and for Mike one three for Echo zero one five nine two. That's correct. Yeah, that's that's one of them. Bill B I double L Holder H O L D E R. And what about your email? Email is W I L 4025 at gmail.com. Thank you. right. So, Can I now go back to the issue? So, may I know what operating system I have to use that as a link to that? android android. And is that phone currently connected to the mesh network? Uh, no, because I'm trying to connect to . [silence] .
02:00
Speaker 2
5554 Y for Yankee, 20, M for Mike, 13, E for Echo, 01592. Is that correct? Thank you so much for confirming. And may I also have your first and last name? Thank you. And what about your email address? Thank you so much for that. So, all right, let's now go back to the issue. So may I know the operating system of the phone that has the Linksys app? Android. And is that phone currently connected to the mesh network? Yes. Did you make any changes to the setup recently, such as adding a new device or changing any settings? Yes, you can try rebooting the mesh node first. To do this, you have to disconnect the power and reconnect it back after 30 seconds, then check if the issue persists. Okay. So as you can see, let me open it. So, currently it's just my main mesh node that's working. The other two satellite mesh nodes are not being recognized. Let me reboot my wi-fi. Maybe that's the reason why it didn't connect. Please hold on and try to connect again after you reboot it. Wink. Okay, oops. It's still loading. [silence] I'll just wait for it to finish loading. I'll just wait for it to finish loading. [silence] I'll just wait for it to finish loading. [silence] Wink. [silence] Wink. Wink. Thank you so much for your time and patience. [silence] No worries. We'll still be here once you're able to connect to the mesh network. [silence] If you still need further assistance, just let me know. Thank you. Thank you. Bye.
02:00
Speaker 1
sure it? [ silence] it's solid blue yeah that's magenta color purple yeah yeah within the two meters [ silence] right so [ silence] [ music]
03:00
Speaker 2
aster node currently place next to the parent. That's great to know. So for this one, actually, we can add this trial node using a different setup method. So for now, let's focus on adding the child node and then once it has been added, I'm going to walk you through and how to log into the Linx app. So on the parent node, kindly press the reset button five times within five seconds.
03:00
Speaker 1
that's the one that's connected to the internet yeah? okay one minute okay that went all different funny colors the the light so we're like red purple white black all sorts of different colors and now it's sort of uh blue blue solid blue uh-huh yes child node child node is flashing red flashing red coverage okay Thank you so much.
04:00
Speaker 2
That's correct, sir. Mm-hmm, no worries. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Uh-huh, got that one. And what about the child node flashing red? That's great to know. That means that the child node is now trying to reconnect to the network or to the mesh network. So for now, let's observe its light for 1 to 50 minutes. Thank you so much.
04:00
Speaker 1
So, in the meantime, while observing the Wi-Fi on the child phone, can you reconnect to the home point? Yeah, yeah. So I've got the app up right? Yeah. Yes. We're now so reconnect your phone to the network M one. Once it has been reconnected kindly uninstall or uninstall that, uninstall the app. And then reinstall it. Okay. So, just, uh, okay. It was only installed yesterday so, that's, no worries or other reason why we need to uninstall it. We just want to refresh and yeah, just once more.
05:00
Speaker 2
so, uh, in the meantime, like, while, while observing the light on the child node, can you reconnect the android phone to the parents node network let's try wait for now, sir, reconnect your phone to the network and once it has been reconnected, kindly uninstall or delete the Linksys app and then reinstall it. [silence] and no worries, sir. I I the reason why we need to uninstall it so that we can start fresh and yeah, uh, just once or.
05:00
Speaker 1
just once your phone is connected to the apparent network just unguilt and restraint bubbles okay right um right just installing won't be a minute. The mobile signal is not very good round here so I really appreciate this. Oh the phone line you know. Yeah.
06:00
Speaker 2
Once your phone is connected to the parents' node network, just uninstall and reinstall the app and let me know once it has been reinstalled because I'm going to walk you through on how to log in using the router password. [silence] Uh-huh. Thank you so much for that. [silence] Uh-huh. Thank you so much for that. Uh-huh. Yes, sir. And don't worry. Rest assured that uh, I will do everything I can to fix this issue of yours. So,
06:00
Speaker 1
So, so the, the, uh, separate child node that has, um, gone blue. Yeah, okay. So what do I have to do? It says, uh, log in or launch setup. Use my email or use my router password. Okay. It's looking for routers on your network. And again, sir, make sure that your phone is already connected to the current cellular network. Okay. Right.
07:00
Speaker 2
So, once the, I'm sorry. Aha. solid blue, correct. Yeah. On the screen, kindly tap on login. Kindly login using the router password. And again, sir, make sure that your phone is already connected to the parents Nod network, okay?
07:00
Speaker 1
[silence] which it would be code clear 9442. Uh, yes sir, that should be your parents of clear. So, yes family collect your rose. That's that web. Okay, and it's asking for the password. Okay.
08:00
Speaker 2
Ah yes, that should be your back-home network, since it said- I think, according to your mention of mainly gigaclear. Mhm, but, when home, you can go to gigaclear network through your mobile phone. Uh connect it to that networks.
08:00
Speaker 1
I didn't he said it couldn't connect but oh is this um is that uh well it said that it should be giggle clear B6D2, but that's not in the network. That's not coming off as any networks. I uh he could it be possible that you have very low I or already proximity like by incremental network. I don't understand what you mean. Sorry.
09:00
Speaker 2
Hi sir. Were you able to connect your phone to the Paran Snel network? What's the error message again? I see, it could be possible that you have personalized or already customized the Wi-Fi name of the parent node.
09:00
Speaker 1
Have you already personalized or changed the Wi-Fi name of your current health? Or if you haven't like change any settings on the email, you have not. I've had these brand new today brand new today. Yeah. And what about the pair and hope like since this pair in those is already working, did you try or did you change it like so? No. Like, ah, so, if that's the case, the Parent node should still be using the default Wi-Fi name, which is the one that you control under Eat, and hope. So, can you double check if your device is able to detect that default name?
10:00
Speaker 2
No worries. Have you already personalized or changed the Wi-Fi name of the parent node? Or you haven't, like, changed any settings on the main node while you're calling us. Uh, yeah. Uh-huh, got that one. And what about the parent node? Like, since this parent node is already working, uh, did you try or did you change its Wi-Fi name? Like, uh, uh so, so if that's the case, then the parent node should still be using the default Wi-Fi name, which is the one labeled underneath the device. So, can you double check if your devices, including your phone, is able to detect the default name? [silence] [background noise] [silence] [background noise]
10:00
Speaker 1
No. I've got... Thing is connected at the minute is the phone line connected to the router that I'm currently... Got the phone line to you now. [silence] Yeah. Yeah, I can I can connect I will have to go in the other room to do that though.
12:00
Speaker 2
Alright, this...this is noted. Uh, the thing for this one is we have already successfully reconnected or connected this new child node to the network. And rest assured that both nodes or the devices are working properly since their lights are showing solid blue. Uh, however, uh, it seems like none of your devices are able to detect their network. So for this one, we might need to further isolate. So, uh, do you have a computer that can be word wired directly to the parent node? And is it a laptop?
12:00
Speaker 1
Yeah, Windows laptop. Yeah, I don't know. I don't know what the because I got neighbors with with Gigare Clear. I don't know which one it is. Right. So I give you the ID number of the child node and the parent node is A0691A for our
13:00
Speaker 2
a desktop computer. Um, that's great to know. So, yep, kindly uh hardware your desktop, laptop, sorry, your laptop to the parent node so that we can access the web user interface of this parent node. I think, yeah, if, I understand. Um, may have instead the serial number of the parent node. so that I can double check it here. Mhm.
13:00
Speaker 1
of four, C for Charlie eight nine four four two. Oh sorry, that's the Mac address. Sorry mate. 5 five Y for Yankee two zero M for mother one seven E for echo zero two zero one two. Nine four four two. Nine four uh two. Okay. No, it's that. All right, okay. We have got uh the same nine four four two. Right. That has come up, but I'm gonna have to take a picture of the password, if you bear with me.
14:00
Speaker 2
uh no worries mm-hmm all right thank you so much for your patience sir uh huh so kindly give me one to two minutes okay I just need to double check my resources here real quick thank you so much mm-hmm uh-huh no worries sir
14:00
Speaker 1
Right. I think what it is, is because the the the Wi-Fi is coming out of the the parent node, um, I the, I was looking at the child node and putting the child node password in. that was the reason why you're you get the incorrect password. Yes. And yes, I'm double checking our resources here. The, the default name of your current, uh is err you get is clear underscore nine four four two. Yes, that's right. B Q 0 C T C.
15:00
Speaker 2
Yeah. Aha, I see. And that was the reason why you're you get the incorrect password. And yes, up and double checking my resources here. The default name of your parent node is g gigaclear underscore 9442. Um.
15:00
Speaker 1
uh, our es. for. in. right, that's connected. So do we have to go to, uh, 192168.1.1? Uh, no need to, since, uh, we need, all we need is to log in into the Wi-Fi, so may I connect your phone? Did the Diga player underscore nine four more two. Uh, the reason why we I asked you to get your laptop is sorry, was test. Isolate if all your devices has detect the Wi-Fi on their inside. However, it says, uh, we already confirmed that your devices are unable to detect, so, yeah, just connect your phone to the Diga player underscore nine four more two, because we are going to log in.
16:00
Speaker 2
... [silence] No need since uh... we al... all we need is to log into the Lensus app. So can we connect your phone to the gigaclear 9442? Uh the reason why we I asked you to get your laptop is sorry, it was just to isolate if all your devices can detect the default name of the parent node. However, since uh we already confirmed that your devices are able to detect. So yeah just connect your phone to the gigaclear 9442 because we are going to log into the Lensus app. Hm. [silence] Yeah. [silence] Yes. Yes sir. [silence] And actually, once we are like, once we log in into the Leges app, we can just change the WiFi password for the system. However, you can leave it as it is if you don't want to personalize the WiFi name and same goes for the WiFi password.
16:00
Speaker 1
Right that that accepted that password. So I'm opening the Linksys app and then I'm going to root to password. Yeah. Uh-huh I have I assume your phone is already connected to the gateway underscore 9902. And if so, yeah, to the Linksys app, press on the login and then login using the router password. That's right. So just to verify sir, are you already on the screen like to hand put your router password? The router password. Is that the the same password as the as the set up Wi-Fi? The stick on the bottom. Uh, no sir. By default the password is the one labeled under easy setup and like on the parent note. Last the five digit recovery key. [silence]
18:00
Speaker 2
So, um yeah, I yeah, I assume your phone is already connected to the Vigaclear underscore 9442, and if so, yeah, on the Linksys app, press on login, and then login using the router password. So just to verify, sir, are you already on the screen, like to input the router password? Uh no, sir, by default the password is the one labeled underneath the device, like on the parent node plus the five digits recovery key. Thank you.
18:00
Speaker 1
Right. So it's the, it's the recovery. Sorry. It's the recovery. Yes, sir. So, uh, no, sir. Uh, the default Wi-Fi password, then the recovery key. So for example, if the default Wi-Fi password is Lexington, and the the recovery key is 12345. So the router password is Lexington 12345. Okay. So yeah, for the router password, all you need to do is input first the default Wi-Fi password, and then add the five digits recovery key, and it should be on one word. Yeah, okay. One second. I'm just checking the, yes that works, sir. And I may need to take your time. Uh, so,
19:00
Speaker 2
So for example, let's say the default Wi-Fi password is linksys and the five digits recovery key is one, two, three, 45. So the router password is linksys one, two, three, 45. Yeah, for the router password all you need to do is input first the default Wi-Fi password and then add the five digits recovery key and it should be on one word. Get that one, sir? Kindly, take your time as well.
19:00
Speaker 1
during this phrase. This is quickly locking in. This app takes so long I'm telling you. The email drop is no. regarding with child nodes. Is this still showing up? As does. Yeah. [silence]
20:00
Speaker 2
don't worry, sir. Let's wait for one to two minutes. And regarding the child node, is it still showing solid blue? Okay, great.
20:00
Speaker 1
okay, so actually yes since the child noted now online or working you can already umplug that one and then a recap it back with the the installation okay, how long does it take to log in? you know it's it's, it's go on how many seconds, um that it phone or it should take like 30 seconds or a minute. it's been more like three minutes already. all right, and you're still on the screen that's saying loading it, correct? yeah, and I'm connected to gigaclear9442. so let's wait for the
21:00
Speaker 2
[silence] Yes, sir. I couldn't agree [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
22:00
Speaker 1
I wish to, we can't really help versus I was gonna do cause I I just don't like apps to log into routers. I physically hate Google done that and that's why I got rid of my Google one. So let's go on again instead of using a web user interface.
23:00
Speaker 2
Yes, sir. So, the reason why it could be possible that there's an experiencing a system glitch on the Lenox app. But if if the issue persists like even though like 30 seconds or a minute and we're still on the waiting screen, we can actually log in using your laptop instead. Mm-hmm. Mm-hmm. All right. So, let's log in instead using the web browser. So, on your laptop, kindly open a browser.
23:00
Speaker 1
Yeah, no, I'm just concentrating, mate. One minute. I'm putting the password in. Yeah. And it's so handy. The the the access router, the the password. You can't actually see what you're writing. Yeah. But if I don't know what I'm typing, I can't see, can I? It's it's this tiny little thing. Yeah. Now I have to start again because honestly, it's just could be so much easier. I don't get this with my tp-link routers. They're so quick to add things. [silence]
24:00
Speaker 2
uh...no worries. Yes sir. What about IS-(device in trouble, audio interruption) [silence]
24:00
Speaker 1
Q zero C T C Y S [silence] or N. [silence] Incorrect password. I can't check it because they you can't, there's no way to check it. [silence] Right. Can I tell you one thing about these passwords that you've set, yeah? You shouldn't put zero or the letter O because they can be confused. Yeah, because zero can look like the letter O. [silence]
25:00
Speaker 2
I see. On the screen, is there a link or option there that says reset password? Yes, sir. Got that one, sir. And rest assured that your feedback is noted here on my case.
25:00
Speaker 1
[KEEP_UNCERTAIN] But I can't, I don't know, I would have done, I really don't know what I've done, so I'm going to have to do it again. I guess it's zero. On top of that. No, it's not doing it. [silence] [silence]
26:00
Speaker 2
Uh-huh. And also, sir, after you enter the default Wi-Fi password, could you kindly include the five-digit recovery key? Uh-huh. Okay. That's fine. If that's the case, we will reset the router password instead. So, don't worry, resetting the router password will not disconnect your wireless devices from the network since router and Wi-Fi passwords are different from each other. So, on that screen, sir, the button labeled Reset button, please press that. Uh-huh. [silence] Okie. And after it resets, there is a possibility that all settings are prioritized into default settings, So be ready also for that, sir. Otherwise, [silence] looks like the reset was a success as it can now access settings. And is it possible, sir, that you hired someone to do the setup? Yes, sir. Please wait. [silence]
26:00
Speaker 1
I need you click the reset the password the password the password we've updated our password requirements to be more secure please create a new one Oh If that's the case then please the page is now trying to create or trying to use create a new router password so yes create it create a new router password and and just make sure that you have before you search the first time [silence]
27:00
Speaker 2
if that's the case that means that the page is now trying to create or trying you to create a new router password so yes can you kindly create a new router password and just make sure that new password meets the requirements [silence]
27:00
Speaker 1
right okay right seems to be logged in that is um yeah. I can do that that's not a problem I know how to do that that is not I used to be an IT manager so it's not like disabled now so it's hard for me to get up and down and stuff but my brain still works fine it's just I just it's no no rudeness to you you've been very helpful but as I say it's just
28:00
Speaker 2
So just to confirm you are already on the screen that says smart Wi Fi tools, correct, sir? Uh, that's great to know, so would you like to change the Wi Fi password of the system? Uh, oh.
28:00
Speaker 1
All right then. No problem. I give feedback where credit is due and I give feedback if if you're doing a bad job. So I honestly, I give it as it is in life cause I I can't be arsed with anything else. Yeah, as I say web interfaces are much easier than than apps.
30:00
Speaker 2
and and also sir I really do apologize for the experience regarding with our Linksys devices and however sir thank you so much for your cooperation and for your honest feedback as well. yes sir so yeah regarding for this one and it's been an honor to be speaking with you since you're an IT manager so rest assured again that your devices are already working and uh since we have successfully log in into the Linksys app so moving forward rest assured that you can already manage the system sir. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
30:00
Speaker 1
Okay then. Thank you very much. No problem. Thank you so much. You too. Bye bye.
31:00
Speaker 2
yes sir yes you are most welcome thank you so much again for calling Linksys and in the future if you need further assistance just feel free to give us a call okay you are most welcome sir again thank you for calling Linksys you have a great day and take care bye
31:00