Speaker 1
[silence] Come, yes, I'm trying to reset my uh [silence] I have three linksy nodes and one of 'em it keeps having a blue blinking light. So I've tried resetting it. I'm right next to the router and I cannot [silence] I can't even get it to go to purple. It just blinks the blue every time I reset it. [silence] Of the one node [silence] Uh, serial number [silence] Okay. 43K one.
00:00
Speaker 2
welcome to factors support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self help options available please have your serial number ready and stay on the line for assistance. thank you for calling this is I'm talking to help you see I'm sorry to hear about that may I have the serial number of your links it router any the nodes in Microsoft
00:00
Speaker 1
[silence] Yeah. What are the models? Uh MX 55 E [silence] C.
01:00
Speaker 2
All right, I'll say again. the serial number is 43K for Q, 10, M for Mike, 27, B for boy, 27, 92, M, 6. That correct? You mentioned you have three nodes or what's the model of these? Nodes? Mhmm. MX 55B. All right.
01:00
Speaker 1
Uh, it's Tanya Lacombe. It's, it's probably set up under, under my husband's account, Chad Lacombe but, but, I'm in the linksy app right now. It's Tanya Lacombe. S-T-A-N, S-T-A-N, YA. And then Lacombe L-A-C-O-M-B-E. T T as in Tom. Tanya. T-A-N-Y-A. Tanya. UH. Yeah. Yes.
02:00
Speaker 2
first is the record for you ma'am may I have your name all right can you spell your name your first name is P A N Y E O right thank you Tanya and your last name um L A C O M D E
02:00
Speaker 1
It's under, just put his. Yeah, Chad Lucum at gmail.com. Just use his. Yeah, the other two are connected perfectly fine, the parent one and the other one. We had one that kept blinking blue. It would not stay solid, so I brought it out by the router one and I've I can reset it. I get to the red light, and then it just turns. It never turns purple. It just keeps turning blue and then it'll stay solid blue for like a second, and now it's blinking blue again. So, like I can't get it into the purple mode to even reset it. [silence]
03:00
Speaker 2
All right. And what about your email address, Tanya? Or do you want to put your husband, Chad LaCom? All right. So one of the nodes of even doing a reset still keeps blinking blue. Nice.
03:00
Speaker 1
I've already deleted it. And I'm trying to re- add it now, but it's just not- will not connect. Yep. Yep. Okay. Okay. Okay. Okay.
04:00
Speaker 2
let's see. Yeah, you can add it if it's not showing a solid purple. Now, the problematic node is placed beside your parent node. All right. Can you unplug its power cord adapter from the power outlet first? Let's give it 30 seconds. And after 30 seconds, plug back in the power cord adapter to power outlet.
04:00
Speaker 1
Spectrum? [silence] All right, I plugged it back in. It's solid blue right now. [silence] Yeah, yeah, it's blinking. [silence] All right, it was solid, now it's blinking.
05:00
Speaker 2
By the way, Tanya, whose, whose your Internet service provider? You should start blinking blue because once you unplug and then plug back the nodes, it will first start to blink blue, which means it's booting up. So it's still booting up. Let's just give it a minute for its light to stabilize. If it's still blinking, then we'll do a reset on it. Let's just give it a minute. [silence] [silence]
05:00
Speaker 1
Yeah, never gets past, it just sits there blank, so and I've reset it, like, seven times now, but oh, it's been a couple of days now. This is the first time I've tried to fully reset it. So I deleted it from cause it kept showing offline. So I deleted it and thought I could just reset it, but it's not now since I've deleted it, I can't get it, uh, I can't get it to the purple stage to on the app. Yes, yup.
06:00
Speaker 2
for it to to stabilize for us. [silence] So this channel just started blinking or got disconnected yesterday. [silence] oh. [silence] you deleted it. You mean to say on the app, the Linksys app, you deleted it. Mhm. Uh did you experience any power outage or internet service interruption?
06:00
Speaker 1
[silence] Not recently. Yeah, we have a cord that we plug it directly into the node to the TV sometimes. And then it started blinking blue like it wasn't connecting. So we'd unplug it and it'd stay for a minute and then now it just keeps blinking blue, it won't stabilize. So it's still blinking now. Okay. [silence]
07:00
Speaker 2
No. So the child node just kept disconnected on its own. So since it's still blinking blue right now, let's do a reset. I want you, Tanya, to press and hold the reset button on that child node, problematic child node. Hold it for as long as you can see a light blinking on the node. Once you notice that the light goes off, then that's the time you let go.
07:00
Speaker 1
it's not blinking, it's just solid blue right now, [silence] it's blinking right now, [silence] still blinking blue, [silence] solid red, blinking red, [silence] the
08:00
Speaker 2
just press and hold the reset button. you have to wait until its light goes off. usually, usually when you reset it, it will flash bright red, it will flash bright red again until its light goes off and that's the time you release holding the reset button. okay, so let's just wait.
08:00
Speaker 1
All right, now it's off. Still off. Now it's blue. Still just blinking blue.
09:00
Speaker 2
OK, let go. So since the light goes off, so you let go and just I'll let the I'll just turn back on on itself. So you just have to wait patiently. Mhm. So let's let's just wait patiently because as I've mentioned, when a node is off and then back on, it will first start to blink blue, meaning it's still booting up or starting up. So that's the initial process. Once it's light stabilized, it will turn to a solid purple.
09:00
Speaker 1
Probably, yeah. It's been a while. We've had him probably 3, 4 years, yes. Now it went off. Now it's solid blue it looks like.
11:00
Speaker 2
It will take longer time for the node to stabilize itself. By the way, Tanya, do you remember when did you purchased this node because our system shows that you first got it connected the year 2021. So actually, if that would we base that 2021, this node is already out of warranty. Solid blue? Okay, let's give it a minute.
11:00
Speaker 1
Now it's blinking blue. Uh huh. Nope. Nope. It's just been sitting here. Now it's blinking blue again. Yup. Yup, it's off. Still blinking blue with it off.
12:00
Speaker 2
If it stays solid blue, then check at the bottom. Oh, it's blinking blue again. That's weird. You didn't touch any button on that note. Okay, can you turn off its power switch at the bottom of that node? There's a power switch. Turn it off. Okay. Now, turn it back on. When you turn it off and turn it back on, will it? Yes. I'm not sure if I need a pin on it. Okay. Now let's just reset it will start to blink blue again because that's its normal.
12:00
Speaker 1
Was it supposed to go out? Was it supposed, to go off when I shut it off? Because it never. It did. It's been, been blinking blue the entire time. Nope. The blinking, still blinking blue. Yep. It's still blinking blue.
13:00
Speaker 2
Procedure, it's putting up, so let us just give it some time to stabilize its flight. Now, if it still doesn't turn. Yeah. So, when you turn off the power switch, it didn't uh go off. Can you turn it back off the power switch at the bottom of the node? Turn it off. It's still blinking. I'll give it a minute. Maybe the node uh takes too long to register that your you have turned it off. So, let's give it a minute. That's weird. Uh when you turn off its power switch, it should turn off. I think your node uh took too long to load.
13:00
Speaker 1
yeah an it's okay yup let me plug it yeah now it turned off and it's still the button's off underneath it okay now as soon as I plug it in it's solid blue with it turned off underneath uh-huh now it's blinking yeah it's still turned off on the bottom but it's blinking blue right now do I leave it unplugged for longer or
14:00
Speaker 2
Mm-hmm. That's it. Uh, how about un-plug, un-plug its power cord adapter from the power outlet. Did its light turned off? Okay, plug it back in. Yeah, then plug it uh, let's see if it will light. Okay, that's weird, huh? Let's give it uh, a minute. If its light will change. There's no light. There's no light, yeah. You're hearing sound. Ssh. Yeah. That's okay. Yes. Yeah, just leave it, uh, lets, check first, observe its, light, if its stab... if it doesn't turn off, then after two minutes, try to turn on the powers and lets see if it turns on or if it's like, uh, still continues to blink. Now, there are three possible or reason why these LED of your Node keeps blinking. One could be there is an LED defects on your Node slide. Two, it could be a hardware issue of the Node. Uh, three, it could be a faulty cable or your power
14:00
Speaker 1
Uh-huh. Turned off, you said? [silence] Filmware's turned off on it or
16:00
Speaker 2
So, what's the real resistor? Maybe it's not in your system. So that could be the tree of your possible recent. Well, another one is the firmware issue of that nodes. Maybe it's outdated, but since you have the apps, I think your firmware update, automatic update is enabled on your app. So it should have been updated is firmware version. So you could check on your app on the elements board. Firmware on your app should have an should be automatic enabled by default. It's on by default. So you can check on your app.
16:00
Speaker 1
I don't know. It went solid for a minute. Now it's blinking. Phil turned off underneath. Let me turn it back. Yep. I just turned it on. Nope, still blinking. [silence]
17:00
Speaker 2
Check the status of your two other nodes, the parent nodes and the other child nodes. You can check if the firmware version is updated. If they're updated then probably this problematic child node is also has an updated firmware, version. All right, can you turn it back on the power switch? And let's see what or did it light turn off or still keep blinking? So I think it could be an LED defect or a faulty cable. But we will...
17:00
Speaker 1
yep the sun underneath it [silence] okay [silence]
18:00
Speaker 2
plugging it for two seconds, you're going to plug the power cord adapter on the power outlet and you will have to count for five seconds. After counting for five seconds, you're going to unplug it and then wait for two seconds and then plug it back in. Count for five seconds. Unplug. Wait for two seconds. Plug it back in. And count for five seconds. Unplug. And then wait for two seconds and then plug it back in. Wait for five seconds. So that's already four times. And then yeah. And then on the fifth time, so you unplug two seconds, plug back in five seconds. So we'll do that four times. And then on the last time or the fifth time, you're going to unplug it, wait for two seconds and then when you plug it back in, you will have the
19:00
Speaker 1
yep yep 1, 2 plug it back in 5 plug 1, 2 1, 2 3, 4 5 plug 1, 2 1, 2 3, 4 5 [silence]
20:00
Speaker 2
wait a little bit longer um for two to four minutes and then we'll see if it's like uh goes back to normal OK so let's start are you ready Tanya okay so unplug the power card adapter from power outlet wait for two seconds one two okay plug back in and then count for five seconds OK unplug OK plug unplug plug
20:00
Speaker 1
unplug. One, two. One, two, three, four, five. Unplug. One, two. One. Okay. Right now, it's solid blue, but. Yeah. Now it's blinking blue.
21:00
Speaker 2
and plug. Unplug. Plug back in. And then let's wait a little bit longer. Let's wait uh two to four minutes, yes. Yeah, let us wait. We'll have to wait two to four minutes. Okay. So, two to four minutes. Or once it's done, Uh, let's observe, or what's the light of the node? Is it solid or blinking? [silence]
21:00
Speaker 1
You're a blinking. Yeah, on my phone or? [silence] Okay. Okay. SYS, what? S S, yup. Okay.
23:00
Speaker 2
Okay. I want you, um, Tanya, to open a web browser. Do you have the, yeah, on your phone, just open a web browser and then I need you to type on the address bar 192.168 1.1 + cisinfo. cgi sysinfo. cgi.
23:00
Speaker 1
GGI. Okay. Now hit. All right. Okay. Okay. All right. I don't know. It just kinda says how to add second network to an existing Linksys Pinnacle mesh network. That what I'm clicking on, right?
24:00
Speaker 2
C for Charlie. G for George. I for, inc. So it's 192.1 68.1.1.1 forward slash sinfo. Point CGI. And then hit enter. Okay. You will see uh details. No. Uh where did you type the one?
24:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, I think I did. Let me see. Oh. Uh, it's in a Google web page. It doesn't matter what I'm in. I don't know how to get to the I mean, there's been every time I think all I can do is the search page. I don't know how to do it on my phone without. Let's see. Oh, oh, uh-huh, uh-huh. [silence]
25:00
Speaker 2
Uh... did you type it on the address bar or not on the search bar? It should be on the top or the address bar where you can see the URL site. the: www.google.com. It should not be on the search bar, okay? Because if you type it on the search bar, it will provide you search results. Yeah, it doesn't matter as long as it's a web browser. Google.com, Safari, Edge. Internet explorer. Yeah. Uh what about... Do you have a computer, laptop? Try on your , or if you have a... [silence]
25:00
Speaker 1
Just a, and just a minute. All right, and 9 to the one six eight. dot 1.1 slash I S, input FIG. Says your connection isn't private. All right. Says not, 404 not found. Yeah. Now, it's connected to the other one. Hold on. I'll connect it to the BNC one. [silence]
26:00
Speaker 2
Just to see it is your laptop connected to your Wi-Fi Cincinnati's Wi-Fi.
26:00
Speaker 1
Let me try it again. [silence] So it's 404 not found. [silence] Keeps telling me 404 not found. [silence] I don't know. [silence]
27:00
Speaker 2
192.168.1.1/sysinfo.cgi. Once you hit enter, you will see some details...Alright. Alright. So you will not be able to access
27:00
Speaker 1
It says, "How to access the report: Connect your computer or phone directly to the Links separated network." Hold on. My phone wasn't connected to it, so maybe that's why. No, it's not working on my computer at all. So let me try. Just a minute. That to the top , and use for .
28:00
Speaker 2
Yes, uh, the reason why we are logging to the Mm-hmm. Mm-hmm. [silence] Mm-hmm.
28:00
Speaker 1
your spectrum router info is that what you want? I don't know it's I I don't I don't I I don't I mean it's nothing pops up. It's like it's your your URL is hidden diagnostic overview page built into the firmware of Linksys router. Um then it tells me to go to the Linksys app. I don't know. It's like it won't come up. Connect your computer directly to Linksys network or via Wi-Fi.
29:00
Speaker 2
No, it's not the spectrum router. It's your link to wireless. information. So we can verify.
29:00
Speaker 1
Yeah, I don't know. It doesn't, nothing pops up. So [silence] how to access your router. It says how to access your router, blinking blue, blinking blue. Yep. [silence]
30:00
Speaker 2
I see. So, it didn't show you any details? Because in that way, we can check if your router's uh was uh rebooted or recovered. with a with a procedure we did. Um uh, what's the status now of your [silence] okay uh Kanya can you check on your problematic card node? What's the status of its flight? red blinking blue. Okay, let's uh turn it off the power switch and let's see if it if its light goes off. Turn off the power switch.
30:00
Speaker 1
underneath it. nope. still blinking blue. yeah. yeah. so hard. I don't know. hold on. very hard to push this thing. The minute. Now it's back on. still blinking. oh, now it went off. I turned it on and now it's solid blue. now it's blinking blue again. now it's on.
31:00
Speaker 2
at the bottom of the yeah underneath it. and see, let's observe if it's left. So it's still blinking blue when you toggle the button. Okay, toggle it back. and it's still blinking blue. So, off, okay, Can you do that again? Because we have to know which is on or off button.
31:00
Speaker 1
off. still blinking blue. Yep, it never shuts off when I turn it off. Oh my gosh. hold on. it's extremely hard to push this stupid button, very hard. Now it's on. Uh. Now it's on, It's still blinking blue. uh. uh.
32:00
Speaker 2
so you off toggle the button off and it's still blinking blue. okay now turn it back on. toggle the button on and it still keeps blinking. okay mm-hmm. okay mm-hmm. so we reset it again. let's do a reset on it again. uh if it won't reset then it means that um its LED is defective or it could be that a power switch or it could be a problem with the LED itself or the LED or the LED or the LED
32:00
Speaker 1
It's blinking red right now. All right, it's off. turned on blue. No, it's solid blue right now.
33:00
Speaker 2
Quality cable adapter. So, let's do a reset on it once again. Press and hold the reset button, and just wait for its light to turn off. Okay, so it will flash bright red, and it will pulse dimly three times, and then it will flash bright red again until its light goes off. Once the light is off, release. Okay, let's go, and let's just wait for its light to turn back on. It will turn on by itself, so let's just wait. Okay, so let's just wait. It will first start to blink blue,
33:00
Speaker 1
no. now it's blinking Blue. [silence] well I had it it was blinking purple at one point in time, but that it would never go solid. It would just blink the purple and then it stopped. [silence] But I can't get it back to the purple now.
34:00
Speaker 2
Let's just wait. Hopefully we get a solid purple. If it still doesn't turn solid purple or pink or magenta or even a solid red, then it means there's really a problem with the LED. Mhm. Mhm. So we'll just have to wait patiently until it turn to a solid purple light. If it still doesn't, then it could be the LED of your node has a problem or it's defective, or it could be the hardware itself of that node had an issue. Or it could be the cable power cable adapter of your [silence]
34:00
Speaker 1
Either way, I have to buy a new one, is what you're basically saying. Does it have to be the same model? Can I just buy a different one and connect it, or does it have to be the exact same model? I don't think they make them anymore though. So it doesn't have to be the MX one?
35:00
Speaker 2
Child note, yeah, but you could, uh, actually you could try, you can buy the same model, or you can buy another MX series. As long as they're MX series, MX 2000, MX 8500, uh, they could be, yeah, they could be compatible to your, MX 55, because your MX 55 is a, mesh type router, so any nodes can be added to it. If possible, it could be MX.
35:00
Speaker 1
Mx, mr. W.H. W.W. W.H.W. Yeah, it's still blinking.
36:00
Speaker 2
Your router is modeled at an MX series, it could be MX2000 or MX8500 for other MX series. The reason that you cannot get an MR series router is because they may be originally.
36:00
Speaker 1
Do stick with the M-X or the M-R basically? I mean, it says this W-H-W can work too but [silence] So it has to be an intelligent one though, you said? [silence] Yeah.
37:00
Speaker 2
intelligent intelligent intelligent mesh router and intelligent intelligent intelligent mesh router is different from a cognitive mesh router yeah you can add a Wi-Fi on it yes because your router MX 55 is an intelligent mesh router
37:00
Speaker 1
Yeah, there's still blinking. Yeah, there's still blinking. The blue one. [silence]
38:00
Speaker 2
Is it still keep blinking? So I think the it's a hardware issue of that known but you could also check if it's a the faulty power cord adapter by, you know, switching it with the power cord adapter of the other child note and see if if it's light stays the same. If you do a reset and if it's light keeps blinking, then we can conclude that it's an.
38:00
Speaker 1
Okay. Okay. Okay. I will uh see what I can figure out. Thank you. I appreciate it. Okay. All right.
40:00
Speaker 2
M series or MX series I think they will all be compatible because your MX 5500 is an Intelligent Mesh router and MR 2600 is also an Intelligent Mesh router. All right you're welcome thank you for calling link this I Tanya and in case you've got a new router and you need assistance to add it you can always call us back. By the way I'll provide you your ticket number for for your reference it is l for Lima c for Tango s for Sam 0 0 1 3 71335171 for 27. All right?
40:00
Speaker 1
Thank you. You too. Bye.
41:00
Speaker 2
Once again, this is Ice. Thank you for calling Linxist Anya. Take care. Have a great one. Bye-bye.
41:00