Speaker 1
Welcome to Linksys star [silence] support. How are you [doing? [silence]
00:00
Speaker 2
welcome to Linksys support. to ensure quality service, your call may be monitored. for in warranty products, out 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 1 now. for out of warranty products, paid support may be available depending on your issue. to hear more about your service options, press 2. please have your device 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. Skylah how may I help you? I am good. How about you?
00:00
Speaker 1
I'm fine. Thank you. I've been having trouble linking my child nodes to my main node. I changed it. I changed the Internet providers and uh I was able to connect them while the nodes are right next to the router but then when I place them further away in my house they do not connect back. Yeah they won't reconnect. I've done the... of 6. The only one that connects right now. hang on let me see.
01:00
Speaker 2
Sir? okay. right. So the moment that you relocated the child nodes, thus determined that they will not reconnect, right? how many nodes do you have, sir? All of them, they're not connected?
01:00
Speaker 1
My main node is connected to the modem, from the internet company. [silence] That one's connected. [silence] [silence] That one is blue. [silence] And then, the router, the router's connected and then my living room child node is connected. [silence] That one's blue and then all the other ones are red, blinking red. [silence]
02:00
Speaker 2
what's um huh, okay. What's the color of the light of that? Okay. All right. So before we continue, let me just create a record for this. Can I have the model number and serial number?
02:00
Speaker 1
Model number. Parent node. Okay hang on. I gotta walk around the house to go to different places okay. Serial number. 38U. Umbrella one zero M as in Mary 55, C as in Cat one five four four four.
03:00
Speaker 2
okay. Yes? hey. Let me check if I got it correctly. Sorry.
03:00
Speaker 1
Yeah. Yeah model. The model number is MX four 200. No. No those are smaller ones. Uh it's astounded. Astounded. One. Yes. Uh, they're different though. Let me let me see. Model number W.H.W.03 Victor two. No, this is the one that has a red light. The one with the blue light. You want what what do you want from that node?
04:00
Speaker 2
uh it also the the model number of the child nodes. this is the child node that has a blue light, correct? let me ask also the serial number of that node. the one that, the one that you just gave it to me, uh, w, h, w, 0, 3, version, uh, serial number.
05:00
Speaker 1
20 J, 20607903725. Yeah, it looks so. Yeah. Yeah. They're all the same.
06:00
Speaker 2
Again, that's 20J for John, 20 607903725. Okay. Right, and the other node server, since you have a total of six, the parent is an MX 4200, and the rest of it is at the WHV 03. Okay. All right, and but we
06:00
Speaker 1
solid, solid blue yeah. Like, like a blue green yeah one. [silence] yeah I put them back in the same spot. [silence] yes that's how I do it.
07:00
Speaker 2
When this nodes will be on the same location of the per node, all the lights turns green or blue? The devices, another nodes are you just put it on where it's, um, like it was located before you change, um, provider? Okay. Okay. Have you tried, um, with the child nodes, sir, um, have you tried, um, doing a, um, like a power cycle, like when you turn and the nodes, like you start, when you relocate it, you start with the nearest node until go to the farthest node.
07:00
Speaker 1
a little what a little while ago a little while ago I had two nodes connected to child nodes connected to the parent node the one in my living room and the one in my kitchen those were connected and then all of a sudden the one in the kitchen stopped working 530 908 7747 Salvador Vador Que I r a r T Q U AR T E Sal
08:00
Speaker 2
Okay. Does that confirm your email address? Um, Uh-huh. Okay. All right. Can I have also your phone number to complete your record? Uh-huh. Uh-huh. Okay. How about your, uh, first name and last name? Again, K- U- I-A-M. Okay. And how about your email address?
08:00
Speaker 1
[silence] Yes, hang on a second. I I I have somebody call me. Hold on. Hold on please. Hello? yeah, sorry about that. what were you saying? there is four child nodes that are not connected. Yes. Yes.
09:00
Speaker 2
Yes. So there are five nodes. I'm sorry. There are four child nodes right now that is not connected, correct? And now the lights are blinking red. And again, you've done doing the power cycle.
10:00
Speaker 2
like a six sequence power cycle, like um, you turn off the farthest node up to the um one that is on the nearest node. And then when you turn it back on, you start it with the nearest node, right? And then next, and then until the farthest node. So the farthest node, sir, because um i think since you've mentioned that once it's near to the router, the um the nodes are connected. uh but once you relocated it is it won't um reconnect. Probably it's just with um like the placement. Hey. They're all green when it's near the router, right?
11:00
Speaker 1
room, they disconnect, okay, they won't connect back, [silence] Yeah, when I reset them, I haven't put them back next to the router. I haven't done that. I just reset all of them, took them, took them to where they belong, once they were on my app, and then hoping that they would connect, but they did not connect. I have not tried to reconnect them next to the, to the router. Well, I did, when I connected them, what I did when I set them up. I knew they were working because it told me in my in the app that they were working.
12:00
Speaker 2
But once it's near to the river, all the lights is turned to like steel or green, not red, not like pink, right? Oh, so you haven't bring it near to the river, sir. Mm-hmm.
12:00
Speaker 1
If they were on, it recognized it, it caught onto it, it read it, it told me you have six nodes, they were all working when they were next to the router, but when I go away from the router, they don't work. Uh-huh. Yeah. OK, let me give you.
13:00
Speaker 2
okay so um we set the one that you the ms 4200 as the parent node and the other one which is right now working it has it has a green light that's the WHW03 version two right and yes also those on the model number and serial number of the non-working nodes so the ls200587 lc360 the ms 4200 and the WHW03 version two so my question is we still have to have to have to determine why the mfx 4200 is blinking orange so that's why the signal of the other um of the other nodes uh didn't push through right and did you try to restart the parent node already uh not yet okay let's try to um to restart it by long pressing the button for 10 seconds but you might lose the connectivity to the rest of the nodes because if that's the reason why they were blinking orange before.
13:00
Speaker 1
What it showed what what what what it shows me. It shows me the router is working, shows me the living room is working, which I know is working, it shows me four of them are offline. My kitchen, my master bedroom, my outside, and my garage. They're all they're offline, master bedroom, my outside [silence] Power is on. Make sure your power card is plugged in and the light is on. Nodes are within range. Nodes with
14:00
Speaker 2
So right now on the app sir, does it show when you open, uh, does it show right now the, um, Okay. And since it shows offline in your apps sir, can you click on the, um, the eye? Do you have the eye icon? Does it show any, uh, details about the node? um,
14:00
Speaker 1
weak signals can't talk can't talk to other nodes and appear all offline you want no you're want me to give you a WHWZ03 version two v2 yes yes kitchen yes two zero J two zero six zero seven nine zero three seven two five
15:00
Speaker 2
Okay. It doesn't really show what's the information of that note like the model number and the serial number, right? So can you have the model number? Yes, sir. This is the non or one of the non working nodes, right? This is located on Kitchen. Okay. What's the serial number? Uhm again it's D J D 06 07 07 90 3.
15:00
Speaker 1
Yes. Right now, I moved this one back too closer to the to the parent node, and it's blue. Now, it's telling me that it's working. Now, right next to the parent node. Uh, this is. No, my living room node is the nearest one. The kitchen is probably 20 feet away. Not very far away.
16:00
Speaker 2
I 3 7 2 5 this the color of the light of this one is blinking a red and this is the kitchen is this the nearest water to the parent
16:00
Speaker 1
Mm hmm. Yes. Yeah, let me get up for you. Hang on a minute. Yeah, this one. The one in
17:00
Speaker 2
on this node, will, uh, the light will like blinking red. They can have also the other model number and serial number of the other nodes that that is not working right now. Okay. [silence]
17:00
Speaker 1
my master bedroom. doesn't have any doesn't have any light at all. no it's not off. There's just no light. very strange. Do you want the serial number? Model number WHW03. Serial number 20 J one. I can't see that one. I think I there's a Ah.
18:00
Speaker 2
It's off. Okay, can I have also the model number? Yeah, serial number and model number. Okay. Okay. How about the serial number? Mm-hmm.
18:00
Speaker 1
somebody marked it. I can't read the serial number. I can't read the next number. Oops. Yeah. Okay, here you go. uh, we said two, zero, J, one, I'm gonna say eight, C as in Charlie, six A nine, zero, four, one, three, four. Six. Yes. um, uh, a few years. All right, five, six.
19:00
Speaker 2
Okay. This is the one on the be- again, this is the bedroom, right? [silence] I again, that's two, zero. Jan, 10, 18 and then C for Charlie, nine. I'm sorry. After C for Charlie, six and then A for Apple, nine, zero. How long you had this load, sir? Yeah, like three years, four years. Five years, okay. All right, and there's no light in it? Like, even if it's on, it's plugged in?
19:00
Speaker 1
The light is blinking blue right now. No, it's red, blinking red. Yes.
21:00
Speaker 2
Okay, so right now, uh earlier it wasn't turned on. Okay. [silence] Right now. Okay. [silence] So again, sir, when you set up the parent node, or when you change your ISP, you also reconfigure the settings of the child.
21:00
Speaker 1
yes, I brought two at a time. Yes. I I I I redid them. I reset them. I pushed the red button on under on the bottom for 30 to 40 seconds until the light turns till the light blinks red. And then I set them up like I have always have. I've done this a few times and it's it goes from red to blue. No pink.
22:00
Speaker 2
Wild Note, right? Like you bring all of them onto the same location, on the same location with a parent. Mhm. When you say before after the reset, the light turns pink or it's just right, um, just not stays on red. But after the reset,
22:00
Speaker 1
No pink. I don't get a pink light. I get a red light. Yes. Yes. Yeah, I want. Let me get you the serial number and.
23:00
Speaker 2
but it turns to blue after the setup, right? Prefor you relocated the nodes? All right. And other nodes right now that you have also, the other two, I'm sorry, the other three.
23:00
Speaker 1
Okay. You ready? Model number, WHW zero three, serial number, zero J as in Joker, one zero, C as in Charlie, six, A as in alpha, 9-0-4-1-6-5. 2-0, yeah, 2-0-W. It's just blinking red. Do you want me to move it over to the parent node, see what happens?
24:00
Speaker 2
yes okay Mhm. okay the first two numbers is two zero, correct? okay is is this the yes, sir? is this the
24:00
Speaker 1
Outside. Outside. Can I move it over to where the other the parent notes to?
25:00
Speaker 2
What is this? the location of this. Okay. Yeah. But you're not changed the light where
25:00
Speaker 1
So my kitchen one is connected. It was next to the parent node and I'm moving it back to the kitchen and I'm going to plug it in, see what happens. Yeah, that's fine. Sure. Thank you. [silence]
26:00
Speaker 2
Yes. Okay. Okay. So you're all waiting for that. Can I place you on hold for three to five minutes? I'm just going to check something here. I'll be back. Thank you.
26:00
Speaker 1
yes okay yeah and it's working it's working it's connected blue what kind of blue green aqua yeah
31:00
Speaker 2
youm them and then start with the parent, turn on the parent and then you turn and the once the parent is um, uh, working, you turn on the nearest node. Okay, and once you turn on the nearest node, wait until the nearest node will turn to green. That will connect to the network and then that's the time that you're going to turn on uh, the next node, which is the one that is much nearer to the second node. Like you wait until that node will um, like fully boot up as well. Check it, it will reconnect and then you start it once it's connected, you go to the another node again, the nearest node to that node under the second node. Go to the third node, don't watch near to the um, second node. Wait until the light will reconnect and then so on with the other nodes. So you have to wait until it reconnect before. You turn on the next node, okay? If it doesn't connect then in this case, sir, we might need to like reconfigure or possibly do a firmware update on the nodes that doesn't connect. But before we can do for any troubleshooting on that, sir, let me just um inform you about the uh status of the all the child nodes, okay? Um it shows it here in our system that the child nodes especially the one that you give it to me with the serial number um it shows it here that the um the nodes is already out of warranty and complimentary phone support is no longer available. But you don't have to worry, sir. We do have options for out of warranty um NX devices. The first option is um you can use or you can take advantage of our AI tool that can be found on our website.
32:00
Speaker 1
okay. okay. So, right now, what I'm what I was thinking is what are if I wanted to update my nodes, because I know they're probably a little old, what are my options for that?
34:00
Speaker 2
side and that is support.linksys online the second option is I can send you an email with a link to our video okay and how to fix this type of problem okay and the third option is this is our one-time refundable technical support and that is our paid connect service and that is only for $15 and this option there's no guarantee that we're able to fix the issue and in any case we found out that device is defective there will be no refund or replacement so which option would you like to procedure
34:00
Speaker 1
OK when you say sequence reboot I have to turn off the parent node right OK [silence] when you you
35:00
Speaker 2
the updates are we can only do that after all the possible troubleshooting, if there is really a need to do a firmware update on the node? Okay. But we're going also to check that if it is on a not on the latest firmware or what if it's already using the latest then it don't need to do the the firmware. Okay. But you may, um like also try that the sequence reboot that I mentioned to you? like turning off all the nodes. Okay. Then do the sequence reboot. Okay. Uh-huh. Yes, sir. And then once you turn on all the node, you have to turn and then a parent node and then next once the node the parent node is um ready, like it has connected to the Internet, turn on the the nearest node to the parent.
35:00
Speaker 1
Okay. Okay. Because right now I have all the nodes next to the parent node, all the other ones that were not working, and they're all working. Yeah. They're all connected. They're all the, yeah, they're all in the same room. Next to the parent node. Except for the two, the one in the kitchen and the one in the living room. Those are those are further away. Yeah, those are working further away.
36:00
Speaker 2
And then you have to wait until that node turns on like it's trying to connect to the network and so on with other nodes. You wait until that node is connected before you turn on the other nodes. They're all working. Right now, all the child nodes are on the same location with the parent node right. working. you brought three nodes, right? Do three ends. [silence]
36:00
Speaker 1
Yeah, the one from the outside, the master bedroom and the garage. Yeah, it won't connect. They won't connect back. send it to me please, calm y Daniel and then if I have problems I'll just I'll call you back okay okay Okay.
37:00
Speaker 2
You may try to check that out. Okay? And maybe that will help. But if you want me to walk you through with it, then you need to avail our paid connect service or the $15 paid connect service. Yes, sir. Yes, sir. I'm going also to give you a ticket number. Okay. Okay. So our ticket number, sir, is that... Hold on. LTS 0000133806. All right. And just give me like 5 to 10 minutes after our call. [silence]
38:00
Speaker 1
OK, sounds good. Very well, we'll do. Thank you, bye.
39:00
Speaker 2
Well, I I wrapped up the email, okay? [silence] You're welcome, sir. So, again, if you want to know, if you want to use our AI tool, you can visit support.linksys_support.com. Okay. [silence] All right, so thank you for calling Linksys Support. This is Karla. Bye for now. [silence] You're welcome. [silence]
39:00