Speaker 1
yes, I'm calling in reference to a Mirai that one of my rider MA 6200 it doesn't turn on anymore.
00:00
Speaker 2
Welcome to **Linksys support** to ensure quality service your call may be monitored. For in warranty products. Our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Thank you for calling **Linksys**. This is Ice. How can I help you?
00:00
Speaker 1
we put the serial number the serial number is 58 W 1 0 M 2 6 D 0 0 8 0 9 I have four nodes all of them MX 6 200 yes [silence] I have four nodes all of them MX 6 200 yes
01:00
Speaker 2
I see. I'm sorry to hear about that. So maybe I know the serial number of your mx 2200.
01:00
Speaker 1
[silence] Yep Charles Nobles Charles Nobles that's me. Um-huh. Um-huh. NLB. That's correct. Mm-hm. no all child no all the child notes are connected right now it's just that one of them went out and then went.
02:00
Speaker 2
all right. uh let me just confirm sir if your name is Charles knobs. let me just verify Charles, your name, your first name is spelled as C-H-A-R-L-E-S. Charles and your last name knobs is spelled as N-O-B-L-E-S. all right. thanks. so, um you had call links this before on the issue was about your child getting disconnected. uh is it the same issue now your node gets disconnected.
02:00
Speaker 1
Right. Right. Light went out, and now plugged it up and it won't plug up so I changed the plug and it still won't plug up. I reset it and just don't do nothing. It won't light up, period. No, I have a parent node and three child nodes working right now. Just find I have a total of four child nodes. one. Let me see. One, two, three. Uh I'm trying to thank - Let's see. you see one over there. One, two, three, four.
03:00
Speaker 2
So, you have one parent node and three child nodes, and only one of the child nodes light went out. Is that correct? Let me see. So your parent node and the two child nodes are working fine. The only problem is total of four child nodes, so it means you have a total of five NXP's notes, one parent node and four
03:00
Speaker 1
Yeah, I have four child nodes and one parent node.
04:00
Speaker 2
So it's a total of five links. Uh, okay. So the problematic child node, uh, just went off or is slight or just tied down. Okay. Can you check, uh, if the power or cord adapter you're using for the child node is the one it should be using? Because it may be that the power cord adapter it's using is not the one that is provided for the specific child node. Uh, can you double check if you're using the same power cord? [silence]
04:00
Speaker 1
Oh, yeah. This is one came with it. This is the one that came with it. Yes, it is. Yes, it is. I have plugged another power node. I plugged another node into it and it worked just fine. Mm-hmm. Okay. I'll plug it in. It's plugged in right now. What's that? Okay. It's plugged up.
05:00
Speaker 2
Okay. and you check that it is it is properly plugged to the power port let's observed if it's like, Okay, let's observe if it's like, let's observe for a couple of seconds. If it slide up turned on. [silence]
05:00
Speaker 1
yep, it's plugged up and normally when you plug up, something will come on, but lights not coming on, so it's been plugged up all night yeah no light at all oh yeah, something else plugged into the actually I told you what I did I plugged another power node another node into that same plug and it worked just fine right. There is no issue with the power outlet. Yep. Mm-hmm. Mm-hmm. [silence]
06:00
Speaker 1
Yep. it is on nope it is on Okay, I've turned it off. Wait a few seconds. Turn it back on. Okay, no like. Nothing. No light, nope. Mm-hmm. Press and hold the reset button. Okay.
07:00
Speaker 2
Do you... check if the power switch is on? Maybe the power switch is O for it is on. Okay, try to turn it off and then turn it back on. [silence] [silence] Right? let's uh try um just leave uh its power switch on. Let's try to press and hold its reset button. There's a reset button.
07:00
Speaker 1
Got it, I'm holding it. Uh, when I'm pressing and holding it, no, no light at all. No, it's not even coming on. hmm, no light. no, I'm still holding it, but there's no light coming on. No. no light. Oh, no, not at all. Not at all. I just, I noticed that some of my cameras was not working.
08:00
Speaker 2
Okay. Uh, observe if there's a light when you're pressing and holding the reset button. No light at all. Uh, just hold for it for a couple of minutes. No light at all. You didn't uh experience any power outage prior to your child node's light uh going down.
08:00
Speaker 1
And, because, uh, other power nodes were to pop on it, they would work periodically, but that... So, when I went out there to check that power node, it was not on, which is on the patio. It's not on, and so it's not m my, my other cameras, it's not getting, it's trying to reach another one of the other nodes, but it's, it's, uh, it's uh, it's having a very, very faint signal, so I don't really get a good camera angle. No, they're not, they're not really straight. I am. No light, in the light at all. Okay, thank you. Guwah by name.
09:00
Speaker 2
Okay. Okay, you're still pressing and holding the reset button, and there's still no lights. Okay. All right. You can release now. I want you to check on the child node's Wi-Fi name indicated underneath it on the product label sticker. Can you check on the Wi-Fi.
09:00
Speaker 1
do I, my name is Delta setup Delta Bravo. Yep. Okay. All right. Let's see here. All right. Aries. Let's see all small land hit network hit network nope. The only one I see is the regular Ares and uh and my router. I see my I see my router and my modem. No that, that, that no DB, that, that, that name is not coming up on that. No. Mm-hmm.
10:00
Speaker 2
Yes. Okay. All right. Now, can you check on your phone's Wi-Fi setting and see the list of available Wi-Fi networks? Check if you can see the Wi-Fi name of your child node on the list. So the OK.
10:00
Speaker 1
take the power? unplug it okay All right I unplugged it okay okay turn it off and turn it off and leave it off okay okay all right it's off it's off now okay about a minute time will go on mm-hmm Okay, leave it off for right now
11:00
Speaker 2
Can you turn off the power switch and leave it for a minute? Turn off its power switch? Yeah, the power switch. Uh, no, the only the power switch. The power switch only, underneath the child node. The power switch button. Uh, turn it off. Yeah. Yeah, leave it on for a minute. And after a minute, uh, turn it back on, okay?
11:00
Speaker 1
I haven't set a timer, so I'm just still all [silence] uh I don't think It's quite been a minute. You haven't. I see. Okay, it's been a minute. Time to power switch back on. Okay, the power switch is back on. No, nothing. It's still black. Just just like ain't nothing. Uhuh. Nothing. I do. Okay. I'm gonna put you on speaker so that
12:00
Speaker 2
[silence] [silence] Okay. [silence] Okay, so let's wait. [silence] Did it like flashes or blink? [silence] um Charles, do you have a Linksys app on your phone? [silence] Okay, can you go to your links app and check [silence] how many nodes are connected [silence] or [silence] are online?
13:00
Speaker 1
ok. All right. Let's go to the links It says, Try again. [silence] Authentication failed. [silence] It says, trying again. [silence] Okay, it says online router. I clicked on the, Online router. Let's see what's, what's going on. Okay. It's showing, um, it's showing, uh, five nodes, and it's showing the one that we just talked about. The link is 00809. It's showing it as being offline. So I got three, I got three child nodes. I got four nodes actually working. The parent node is working and uh, and two other nodes are working. Parent node and three, I got three. So I got a total of four nodes including the parent node working and one, one node is offline. The one that we looking at here, I see. Right, that's the one that's not showing right the 0000809.
14:00
Speaker 2
So it's showing.
15:00
Speaker 1
It's the 00809. Yep, the same router. Uhuh. Looking at the, uh, the serial number it's showing that serial number links is 00809 as being offline. Click on it. It says it says power zone, make sure power zone knows, uh, what's in range, yeah. Yep, still offline. Unplug and plug them back in. I've done that a 100 times.
16:00
Speaker 2
All right. All right. So since that problematic child, uh light doesn't light doesn't go on. Uh I think uh it has something to do with
16:00
Speaker 1
[silence] wisest yeh yep [silence] it used to work yep, you would always get [silence] Lbe to get to work but now now it won't come on it wall 마 newcarbon simple. Yeah, we can always fix figure. uh-huh [silence]
17:00
Speaker 2
I do with your, uh, uh, target hardware or LED, it might have been, uh, compromised. And I've checked your records, uh, uh, your choices, and it seems that that is the same target nodes always gets offline and always gets disconnected. They're the one, yes. The one with the 809- oh, we have already done many, uh, troubleshooting steps with that child nodes from, uh, yeah. yeah. uh yeah. Right. Uh before, uh Yeah, before there was a light on it, so we could always resolve the issue because we tried to reset it. Yeah, we tried to reset it and it will go back to a solid blue.
17:00
Speaker 1
Right. Is it alive? Doesn't show any lights on. Right. Uh-huh. Right. No. It's not functioning no.
18:00
Speaker 2
So it will always come pack online, but this time your channel doesn't doesn't show any lights. Or even if it's black in, so the the only probable cause may be it that's the short circuit with its power adapter, it could be the LED headed defect or a hardware issue. So we could not do any troubleshooting steps with it because even if we do a reset, we cannot check its light status because its LED is not functioning. It's not functioning as well.
18:00
Speaker 1
Right. Right. Right? No. Nothing? What are my options?
19:00
Speaker 2
So I think that child node is already defective because previously we were able to reset that child node because it has lights on it but now since it's showing no light at all then there's nothing we can do to troubleshoot or reset that child node so there is nothing we can do about it uh the only thing we could do is to uh buy if you want to add uh if you still need uh another child node then you will have to buy another child node to replace that child node but if uh you're fine with just uh we can also do the test but [silence]
19:00
Speaker 1
No, I'm not fine with, I'm not. No, I'm not fine with it because uh, because I got cameras around my property. And this child though, you know, it you can't even plug it into the uh internet, you know, I plug I got one plugged into the internet, but it still work in then it doesn't even work. That doesn't even work either, so. So I don't know. So I guess I'm gonna have to buy another one. It's it's not. So it's not under warranty. So it's not under warranty. Yeah. I haven't had it three years. I know it's in my. Right?
20:00
Speaker 2
Uh-huh. Mm-hmm. Yeah, you may have to buy another one, if you still need, uh, uh, a node to connect to you. This, uh, product? Uh, it's still in, I don't know if that's the product. Yes, we have it for three years already and
20:00
Speaker 1
There's no three years. Right, but I just bought it from Best Buy when, it ain't been three years since I bought it. I bought it from Best Buy. trying to pull up, I'm trying to pull up my receipt now from Best Buy, yeah. Right. Best Buy's not going to return. They only give you a 90-day warranty. You have to use the manufacturer's warranty. Yeah.
21:00
Speaker 2
Yeah, this MX-6200 has a warranty status limited for only three years. I think your product, yeah, so it's still in warranty. If your order on Best Buy, if it's still eligible for returns, then you can seek a replacement for it from Best Buy. You check.
21:00
Speaker 1
Uh-huh. It's not, it's not, it's not eligible for return. It's just, it's just a, it's got a three-year manufacturer's warranty. Best Buy is not the manufacturer. Linksys is the manufacturer. Yeah. I appreciate it. Thank you. Oh.
22:00
Speaker 2
So, you may have to check on Best Buy if your product is still eligible for returns, then you might be able to return it. Yeah. See, so Mhm Yeah, so Uh-hold on I'll check... I'll ask if we can Uh-do anything about the issue with your problematic child, okay? I'll put you on hold for A couple of minutes, okay? Okay Hold on [silence]
22:00
Speaker 1
me like you.
23:00
Speaker 2
Hello Charles. Okay, thank you for patiently waiting. Now I've talked
24:00
Speaker 1
[silence] Okay. I appreciate it. Thank you so much. [silence] Okay.
25:00
Speaker 2
CVP with someone and since all the issue with your child node is the LED defects, but I'm not sure yet if it's really a hardware issue because we only did the power cycling. So what I can do is to escalate this case so that a level two agent can handle your problematic child node. And once they determine that your product is defective, they will be the one to assist you if they could provide a replacement for your child node since your product is still in warranty. Okay? Okay. You're welcome. So I'll be setting the expectation for a call back from a level two agent. Uh, they will call you back within 24 hours this day. So just make sure your, [silence]
25:00
Speaker 1
No problem. Hold on. I'm trying to write that down. You said 1-7 Point. Right? That's my number, Yes. Okay. I will. Thank you so much.
26:00
Speaker 2
line is open because a level two agent will call you back. Okay. You're welcome. So let me just confirm the number that the level two agent will be calling is 1706 3155 782. Yeah, that's the number you have. 1706 3155782. That's your number, right? Okay. So that's the one that the level agent two will be calling. So make sure that it is open, okay? Uh, you're welcome. And, uh, by the way, Charles, there's a number here when you registered.
26:00
Speaker 1
That's the home number, but I have, but right now it's down, I haven't ported over from uh, into a cell phone. Yeah, I'm having to port it over right now, but it's it's, it's not active yet, but it will be back again active in a couple days, yeah. That's that's my number though. Don't call that number though. Yeah, use the other number. Yeah, right. Yeah, have them use that one, right. Great. All right. Thank you. Okay, thank you. I appreciate it. Okay. All right. Bye-bye now.
27:00
Speaker 2
Your product 706-583-308 is this also your number? [silence] I see. Okay. Okay. Okay. All right. So we'll just use the other one. We'll just use the other one network 7A2 for the level 2 agent to call you back. All right. [silence] All right. All right. Uhuh. Charles, thank you for calling Lands' End. Just wait for the callback from level 2 agent within 24 hours. Okay. because I'll escalate your case to them. All right. Thank you, and take care. Have a great day. You're welcome. Bye.
27:00