V2 Rubric Detail — 9b52652e-76ec-11f1-b…

[silence] 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 reginister.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, please have your devices 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. Hi, thank you for calling next. My name is Josh. How may I assist you today?

uh-huh thank you so much for that one sir i'm sorry all right all right again yes sir so let me verify it to make sure that i got it correctly so it's 3894 uh uh-huh get that one sir and thank you so much for that information so again just to confirm you want this uh rappakg

And how many links there is is good.

got this one sir mm mm mm mm mm mm mm hh

[silence] yes, sir. uh, I understand. And by the way, before we proceed, uh, is this you mentioned that the cable modem is connected to the VPN device? Just to confirm, is this VPN device also a router? Okay, that's all right. All right. That's great to know. Yeah, if that's the case, uh rest assured that we can set this up, uh, set this up as the Digital's NODE an access point. And I can walk you through on how to do that. All right. So, just to verify again, the main node is still plugged in into the main switch, or sorry, into the gigabits switch, correct?

And when you say, I'm sorry, when you say connected to the one dot one, that means that you are already a log in into the web user interface. Correct. That's great sir. So, on the web user interface, timely click SEA, like the tiny letters, Charlie, Alpha and it can be found.

I see. yeah. So, for reset, kindly press and hold the reset button and do not release it until you see the solid blue light, okay? Thank you so much. You may now proceed for the reset. [silence] uh, yeah, before we [silence] before that one sir, wait for the light on

on the main node to turn to solid pink or purple. for that indicates that it is already on setup mode, okay. All right. Thank you so much for that one. And again, just to verify, your computer is wired to the main node. Is that right? Uh-huh. Got that one. Solid purple. And again, uh your computer is wired directly to this main node or is it wirelessly connected? Mm-hmm.

right, so, yeah, kindly click the phone image and then log in using the default password, which is admin, all in lowercase. And let let me know once you are logged in. Yes, sir, that's correct. Yes, please, kindly create a new router password and make sure the new password meets the requirements.

Mhm. That's great. So again, on the web user interface page, kindly click the tiny letters. A located at the bottom right corner. All right, thank you so much for that one. And kindly click the connectivity tab or connectivity. Aha, thank you. And under connectivity, click on develop setup or see a router setup. Yes, sir. So, all right, under that under the router setup for the. Mhm.

Wi-Fi name or SSID field, kindly enter the desired Wi-Fi name for the system, right? That's correct. And same goes for the the one that's says password. So that's for the Wi-Fi password. No, it's different. Sir. Uh this is the password that you use when you want to connect your devices to the network. Yes, sir. So after you personalized the Wi-Fi name and Wi-Fi password, make sure to click disable setup button, okay? Yes, sir. All right, that's great.

hmm. Okay, that's fine, sir, so finally, on your computer, can you go to its Wi-Fi or Wi-Fi settings and check if it can all- So just hmm. Yes, sir. That's great. Alright, so just to verify your computer is now connected to the new network, right?

, so yeah, for now, kindly reconnect your computer to the new Wi Fi name of the parent node. And let me know when it's done. Yes. So, just to confirm, the light on the main node is showing flashing red. Is that correct? All right. Okay. So, let's try to since you mentioned that you have two nodes, let's connect first the child node to the network. So can you move the child node. I'm sorry. Ah, I see. That's fine, sir. If that's the case, under the connectivity tab, kindly click internet setting [silence]

I see. Try to reload or refresh the web user interface page. Uh hello, SIR. Uh, huh. All right, so you're still, I'm sorry, you're, you're still on the correctivity tab. Correct? Okay.

I see. Can you try to reload the refresh the web user interface and let me know if you are getting the same error message? And can you, can you also, I see. Uh can you check if your computer is still connected to the new network name of the main node? Yes, sir. Yeah, that's fine since this uh router is still not connected to the switch and that's the reason why currently it is showing solid or sorry, flashing red.

[silence] Wi-Fi password, [silence] Oh yes sir. [silence] That's [silence] that uh that's actually normal sir. [silence] So, [silence] I'm going to set your expectation that there [silence] uh there's no option on the router to turn off the land.

like the LAN, however, we are going you know, we're going to set this Linksys router to bridge mode. So that this router will be used as an access point. So once this router is on bridge mode, rest assured that uh it will use the local IP address of your uh VPN gateway. I see, uh can you try to connect your computer to that network again because it should connect even though the network, the network still does not have an internet connection. Mhm. Yes, sir. Again, that's normal since uh the main node has not been wired directly to the gigabit switch.

So. our focus right now is to reconnect your computer to the network so that we can change the router to bridge mode. All right. What sir? That's fine sir. So all on the web user interface, sorry on your computer, can you reaccess the web user interface? All right. Thank you so much for that one. And finally click again the connectivity tab or connectivity? And under connectivity click on Internet settings. That's correct. And click.

all right, thank you so much for that Windsor. So moving forward, since this router has already been set to bridge mode, if you want to access its web user interface in the future, just connect your computer to its network and type in like in the address bar http://LINKSYS04395.local.

Would you like me, would you like me to repeat that one so that you can write it on your notes? Yes, sir, and again, there should be like HTTP:// before LX5775, okay? Uh, I'm sorry, there's no S, there's no need to put S. So just HTTP. Actually, this 04395 is the last five digits of the router's serial number. So as you can see, the five last digits under the serial number is 04395. So, yeah, just enter HTTP://04395

195.local to access the web user interface. So, all right. So I assume that this router is already on bridge mode. So if that's the case, you can now connect this one to your gigabit switch and the internet cable from the gigabit switch should be plugged into the internet port on this router. The one that indicates internet. Yes, sir. You may now reconnect that one to your gigabit switch. [ silence ]

that could the possible reason for that one is your computer has been disconnected from the router's network. However, for now, let's observe the light on the router for one to two minutes, and hopefully, it will turn to solid blue. and by the way, sir, is this gigabit switch is uh like manageable or unmanaged? Unmanaged. All right. So yeah, you're correct. It's just a pass-through switch. So, thank you so much for that information, sir.

I. Um. still flashing red eyes. Uh-huh. Let's wait for another minute. just to be sure.

Hello, sir. Bill flashing red. I see. That means that the router is not detecting the stream.

Switch. Do you have... For... [silence] yeah... Yeah... I... I get that one sure. Uh... Since... I'm going to set your expectation that flashing red on the router indicates that it's not detecting the switch. Uh... It means that it's not detecting anything as of the moment. Uh... For isolation purposes, do you have a different Ethernet cable that we can use to connect between this switch and this router? Just for isolation purposes. All right. Let's try that. Let's try to use a different Ethernet cable. Okay? Yes. Please. And how many ports does this Gigabit switch has?

All right, [silence] yes, sure. So right now, we are going to use a different ethernet cable for isolation purposes. So yeah, just disconnect the cable that you are currently using and replace it with another ethernet cable. And we will observe again the light on these Linksys routers. All right. Yes, please. And use a different ethernet cable that be connected to that switch and to this Linksys router.

Two minutes. Can you log into the web user interface? Currently may I note to which port

on this switch if this Linksys router currently connected, like is it under LAN port one? 2. 3. 4. 7. All right. And do you have like a computer that is currently connected to this switch as well? Gigabit switch. All right.

So there's currently on the web user interface, there's no like tabs or some of the tabs are missing. Is that correct? I see, can you try to reload or refresh the page? Still the same? And also, the light on the router, the links' router is still showing flashing red, correct? I see. Uh, how about this one? Uh, you mentioned that you have three other computers that are wired directly to the gigabyte and you mentioned that. they are working. [silence]

Can we like, uh, disconnect one of those computer? And once the computer has been disconnected, let's use that port on the switch to be plugged in into the Linus Tech Trade er, since we are already certain that specific port is working or has an internet connection. [silence] Alright, have you done it already? [silence] So, from

Currently, which port now? Is this Linksys router connected? port too. All right. I see, Al wait, uh wait for us, uh wait a second, sir. So, uh what's the light now on the main, sorry, Lin Cisco, uh router since it has already been on the port two on the switch? Solid red. I see, let's wait for another one to two minutes. So, if the light on the router is showing solid red, that means that, um it can already detect the switch. But it does not detect or it it's not detecting the internet connection coming from the gateway. So, however, let's wait for two to four minutes and hopefully the light on this router.

We're turned to solid blue. [silence] And by the way, sir, while observing the light on the router, I mean the Lindis router, can you tell me the model number of this VPN gateway? Uh, ER6. [silence] ah, [silence] alright, got that one. [silence] Flashing red. I see. I see. Uh can you reboot or restart the link setup router? So by reboot you may simply [silence]

you unplug and replug it's power adapter from the power outlet yes and you may now replug the uh um uh I'm sorry sir that uh may I also have the model number of the gigabit switch

So, just to confirm again, the model number of the switch is Netgear, GS for goat, S for Sam, 108, E for Edward, correct? yeah. Upon checking here, sir, it seems like this switch is manageable. like upon checking here on on Google, it says here that eight port gigabit easy smart managed.

So that means that this device is not it's not just a pass-through, but managable. So [silence] however, for this one, huh? Huh? So [silence] yes sir, however, yeah, so, we might need to further isolate that one. However, I'm going to set you an expectation that we are not technically trained for third party devices, okay, so [silence] however, let's focus on the Linksys router for now. So, what's the light again on the Linksys router? Is it still showing solid blue, solid red? [silence] I see. Yeah, if that's the case, sir, uh we might need or there might be something needs to be configured on this which since it is managable in order for this main node or Linksys router [silence] to work as expected. Um [silence] so the issue that that on the instance may be that the scene the connection mode may already be set to client mode. So, in order to set that back um to router mode, we will need to press and hold for 30 seconds [silence] WPS button on that router.

Doing it good to get online. How about this one? Let's try to bypass this switch instead and and hardware this router directly to the gateway. Can we do that? Okay. Thank you so much. one on the right, I see. Hold on, let me check. So, I believe that's the Landport six. All right. Uh, yeah, let's reboot the router one last time.

[KEEP_UNCERTAIN] By the way, sir, while observing the light again on the switches router, can you also tell me the model number of the modem, like the cable model provided by your Internet service provider? So, just to confirm

S 23 correct all right thank you so much ah thank you so much for that one sir is it flashing or solid solid red yes please [silence]

Yes sir. Got that one. So, however, again, on the light on this router is still showing solid red, correct? Correct. All right. And... was this uh I'm sorry. Do we have a computer that can be wired directly to this business switch or sorry to this VPN switch? yeah directly to the uh VPN switch. Sorry VPN router that you have. Yes sir on a certain computer. Thank you.

Yes, please let let let's do do do that instead. So Many. aha. And may I know the operating system of the computer that is poor directly to the switch as ready to the VPN router? Is it Windows or map? Windows and can you confirm if the Windows computer can get online and make sure

its its Wi-Fi feature is turned off during the test, so that we can uh validate that the internet connection is really coming from the, uh world connection. Uh huh. uh huh. Wi-Fi? Yeah. Yeah, once the Wi-Fi, uh, I'm sorry. uh huh. mm-hmm.

all right so yeah kindly like on your computer kindly open a browser and check if it if it can stream YouTube or like access different websites like CNN or in New York Times on your computer I see ah uh can we also do that on the computer

So, um, um, mm-hmm.

I see. Yeah, if that's the case, it could be possible that there's something needs to be done under the uh configuration on this VPN gateway in order for your devices to be able to access the internet. So and that same goes for the Linux router as well, sir. Since right now, this VPN device is the source of the internet. uh, yeah, since I'm not technically trained for this third-party devices like the TP link gigabit

Okay. Um that's okay. Um Okay. Uh-huh. uh Yeah I'm I'm trying yes I see uh however for now uh we we are trying to configure if there's something needs to be done on the.

with router. And, and again, I'm trying to check here if there's something needs to be done on the VPN router itself. Since again, I I'm not technically trained for that device. So I'm not an expert of that device. However, what can I assure you is that the router has, sorry, the Linksys router has already been set up as an access point. So, I

Klijah again I'm gonna set your expectation that I'm not technically trained so so uh can you check if like it could be possible sir that there's an option there to uh like to uh provide a different IP address on for each LAN on this first and let me know if the light

Mm-hmm. Yeah, let's try that one. And we can also like uh since this, um, Linksys router is already on bridge mode, you should be able to see like on the device list on the VPN gateway, the Linksys router. So the local IP address of the Linksys router should already be uh should be already showing there since again, this uh Linksys router has already been set to bridge mode. Under device

under the device list. So there's also, sir, under the device list or client the list, there's no indicated like there's no like their names on the devices that are connected to this VPN. There is. And there's there's no stating there that links us.

correct. I see. Can you try to reload or refresh the page instead, like the device list or the DHCP client list? Hmm. Yeah, that could be possible as well. Uh, however, uh, let's. Yeah. Uh, and, also, still the Linksys router is not on the DHCP client list, correct?

Yeah. Uh-huh, uh-huh And make sure the computer is still connected to the links router's network, okay? and then try again to access the web user interface Mhm

I see. if you're- by the way are- are we using a different computer to access the web user interface of the VPN gateway or you're still- or you're using one computer to access the both- Mmhmm. Mmhmm. mmhmm. Mmhmm. Mmhmm. Mmhmm. All right. if that- Mmhmm. Mmhmm. All right. got this man stir so-

On the web user interface on the Lynx can you try to reload or retry and let me know if you're still getting the same error message like router not found I see. If this is the case can we reset the Lynx wireless router instead and then we will re access its web user interface? Yes sir. So for reset again just simply press and hold the reset button and wait for it's light to turn to solid blue

All right. You may now release the reset button, sir, and then let's wait for its slide to turn back to solid pink or purple, okay? Thank you so much. [silence] All right. Got that one.

So just let me know once the light on this linksys router turned back to solid pink because we will try to set it up when it like uh checking if it can get online while its internet connection is on DHCP. All right. So kind on the linksys router again, kindly press the reset button five times within five seconds. Yes, sir. Within five seconds. So it's like press release, press release, press release. All right. That's great to know. That means that the router is now trying to configure. So let's observe its light for one or two minutes.

All right, that's great to know. That means that the router is now online or working. However, to make sure, let's wait for another one to two minutes, okay? Yeah. All right. so if this router, like after, I'm sorry. Solid red. All right. However, let's wait again for one to two minutes. You can also now try to, uh, by default, the local IP address of this router is 192.168.1.1. Can you try to enter that on the uh gateway?

device like on its web user interface yes sir manually enter the local ip address of the linksys

All right. And yeah, same goes for the uh local IP address. Yes, please. Yes, please. Uh huh. Yeah, I...

Yes, sir land or is there an option that stays yeah, it should be land yeah, it should be land since that's coming from the gateway can you try to change the IP address the same uh the won uh has the same range as the gateway mmhmm

Uh-huh. Uh-huh. And what's the light now on the main router, or the Linksys router?

solid red. uh, actually., let's wait for one, two minutes, okay? and. and let me know if the light on the router is still solid red. uh, by the way, sir., uh, just to confirm, this lynks router was working fine when it was wired directly to your cable modem, correct? understand. yeah. Yeah, yeah. Hmm? yes, sir. so. all right. Mhm. Also, there's

Think for this one, sir, is this Links to device is also a router. So it could be possible as well that there could be a compatibility issue regarding with this VPN gateway and the Links to router that you have, since both of them are routers. And I assume since this is a VPN router, this means that this is a business class router. So that could be the reason as well. However, let's see. Let's see if the light on the router will change to solid blue. So, have you, by the way, sir, prior calling us, have you like managed to check the current firmware version of this Links to router?

Ah, okay. Mm-hmm. Mm-hmm. Yeah, uh yeah. For this one, sir. uh, since uh we are trying to connect this Linksys router to uh ZyXEL router, is it possible sir to uh contact the ZyXEL support and just ask them on how to add another router on their device? Since uh we already tried everything here on our end. Like we set the Linksys router into bridge mode and DHCP. However, uh it really won't connect to the uh ZyXEL business class VPN router. So is it possible to just ask the support team on how to add another router on their device? Mm-hmm.

And this could be, like, a IP conflict regarding like, since like the Links, to router, is not linking to the business router that you have. However, since we already tried switching the links to router to bridge mode that should automatically capture the local IP address of this uh VPN gateway so. So for example you mentioned that the IP address of your gateway is 192.168.0.1. So once the Linksys router is on bridge mode, it will automatically change its local IP address range the same as the gateway. So for example, the router will be providing, sorry, the gateway will will be providing the Linksys router like 192.168.0.2. Since again, the Linksys router is on bridge mode. And however, since we already tried this setting this Linksys router into bridge mode, and still it still cannot detect an internet connection coming from the gateway that you have. Uh for this one, sir, uh I would really recommend to call the TP-Link um business support for this one and just verify if there's something needs to be done on there on the router in order for to connect another secondary router to their device.

and, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, yeah, you can, you can, also contact them if we can do that, however, regarding with the IP IP here, like the IP address range, rest assured that there's no IP conflict in between the Linksys router and your gateway, since, again, we can just set the Linksys router into an access point for once again, once the router is an access point, uh the one the main router, which is the gateway, will be the one providing.

binding an IP address to the router. So for this one, since again this uh gateway is a business VPN router and there is some kind of uh special configuration in order for a secondary router to be able to get online when it is connected to it. Uh yeah and that's the reason why as well why you need to uh verify this one into the to calling support. Then you mentioned as well uh that we can just uh discharge this router was able to get online when it was connected directly to the uh cable modem sir. So so there's yes sir. Yeah you can Yes sir. And don't worry sir, Rest assure.

That you can just give us a call. If you want, you already uh confirm on the TP-Link side that uh they can add a different uh brand or another router on the end onto their device, okay? Ah. Mhm. Yes, sir. And by the way, I will be providing you with a ticket number so that and the next uh the next technician, once you give us a call, uh the next technician, sorry, the next technician can easily pull out your record. Uh-huh. Mhm. Oh, that's great to hear, sir.

Yeah, so again if you ah so again, sir, uh once the chain uh once the IP address, the local IP address on this router has been changed to 1.1, we can just set the lens router into bridge mode so that again, it will use the IP address of the gateway. Yeah. Uh-huh. Uh-huh. Uh-huh. Uh-huh.

yes, sir, so, once you change the, uh huh, local IP address, this gateway, it will automatically, uh, provide, dot, uh, that one . something, on the, devices that is connected to it, and, yeah, that's correct, and also, sir, I'm sorry, yes, sir, you can do that, however, I I would also recommend a verifying, like, with TP-Link, if they can, add, like, uh, another router on their business VPN device, so that you we can also confirm, if it's possible. ok, Yes, sir. That's correct. I would recommend doing that as well. So that if changing the custom IP doesn't work, you have the backup. Just reconfigure the whole settings again. Mm-hm.

I see. Uh, uh, so, however, sir, if, if you are getting the same error message, uh, it is safe to say that, uh, we will call the, the Cisco link expert for this one. So that they can check it. So, then after that, we can proceed.

They can check the device on their end, okay? Uh, and you can, again, you can also give us a call once you figure out or and confirm as well if it is possible to connect a non-a non-business links, uh, non-business router on this uh VPN gateway that that you have because again sir, this device is specialized as a business-class VPN gateway router. So, again, there's yeah, there might be some configuration like special configuration that needs to be done on this router in order for another router that is connected to it to get online. However, uh I can assure you that the linksys router is working fine. It is just that it needs to be something, uh, we might need to confirm something on their end since, again, the main router is the topeak. Huh? Uh huh. Yeah, how?

but why I'm sorry? How about when you like gonna swap the connection instead of like the like the connection will be the modem MX 4200 and then the business gateway that you have switch and then the your client devices? Since you since you mentioned that the links is router is able to get online when it is connected to the modem. [silence]

Uh-huh. And also, sir, is it possible to set the MX 42 as the main router instead? Uh-huh. Uh-huh. Uh-huh. I'm sorry. Sir. I'm sorry. Sir. It seems like your voice is cutting in and out.

Yeah. Yeah. Can you speak again? Because your voice was cutting in and out earlier and I really do apologize for that one. Uh huh. Yeah. Yeah.

Got that one sir and, and don't, don't worry sir. Uhu. Don't worry sir. Rest assured that I will be providing you a ticket number so that the next technician can easily pull out your record, okay? Are you ready for that ticket number? Okay, so it's 130279. Uhu. Yes sir, and also, uhu, and also rest assured that there's no need for you to ex

You're most welcome, sir, and thank you so much again for your time and cooperation and you have a great day, okay? You're most welcome, sir. Bye for now. you take care.