Speaker 1
Hey. silence. I had a power grout last night and for some reason, I can't get my child nodes to reconnect to the parent node on the Velop network. Sure do you want the the child node or the parent node or what? Does it matter? Okay. Mhm. Five eight W one.
00:00
Speaker 2
Welcome to Lynx's 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 Lynxx's. This is Ice. How can I help? you? I see. I'm sorry to hear about that, sir. Can you provide me the serial number of your Lynx? Oh, it doesn't matter on in subscription.
00:00
Speaker 1
It's correct. I'm sorry, are you asking or telling me? I mean, I bought a three pack. They should all be the same. I, uh, that's what it says on this, uh, no, I'm not asking. Uh, years old are you asking or telling me? Uh, he, uh, just that's what it says on this, uh, no.
01:00
Speaker 2
all right, I say again, the serial number five eight W for white, one zero M for Mike, two five D for David, 04203 is that correct, all right, so your links products are all model MX 6200, I'm asking if all your links products are model MX 6200 I see also this is not your foremost company that is Mike.
01:00
Speaker 1
well, I don't know if I'd say that. I have trouble working with the child nodes before as well, um, but I I think this was caused by the power outage. So it was fixed temporarily. but, um, I should be able to just, you know, it should work. I should be able to add them and it's it's not it's not working. So the parent node is solid white. One of the child nodes, the one I've been working with is blinking red and the other one is unplugged. So I, uh, removed this child node from the network this morning trying to add it back and I was able to add it back with the wired connection, but I can't get it to connect wirelessly.
02:00
Speaker 2
all right. And that concern is a different, uh, it's a different concern now. Um, Uh-huh. Uh, the parent node slide, what is the status? Can you tell me the color of its slide? All right. Um, all right.
02:00
Speaker 1
Well, it's not currently wired, but the one I tried -- I was working with is blinking red. Not really. It's it's about eight inches away. I mean, so I did that. It's it's it's it's not even a foot away. I I moved it closer trying to reconnect it. The distance is not the issue. It's less than two feet. No, it's less than two feet. [silence]
03:00
Speaker 2
So, what's the status now of? It's the child? Why are you? All right. Blinking red. Can you move with closer to your parent node? Because we need to confirm if it's just a temporarily lost connection or if it's really totally disconnected. If you place it near your parent node and if it turns back to a solid white, it means it's just temporarily lost its connection. Mhm. Yeah. Is it two feet, at least two feet away from your parent? All right. So it's still blinking red even if it's near? [silence]
03:00
Speaker 1
Yes. Okay, that was about 10 seconds, maybe. The light is off and I let go. It's still plugged in the power and now there's a blue light. Yes, yes, that's my name and it is blinking blue.
04:00
Speaker 2
okay. Let's do a reset on that blinking red node. Press and hold the reset button. Once you notice the light goes off, release. Okay. Uh, let's just wait. Because it will start to blink blue. Or it means it's booting up. By the way, let me just confirm. Your name is Andrew Emori. Okay. Uh, let's just wait.
04:00
Speaker 1
Yes, so far, it's still blinking. Yes. Yes. [silence] Yes. Yes.
05:00
Speaker 2
Then we will have to do a reset again, but it should turn to a solid Blue light. Since we already press and hold its reset button. Hopefully, it will turn solid blue so that it will be ready for set up, or to be added to your partner. Uhum. Which is great. It's still booting up. Once its LED is stabilized, then it will turn solid Blue. You have the links is up on your phone, right? Andrew. And you check on your links. It's up. It shows that your two child
05:00
Speaker 1
It doesn't show this child node. It shows the other one is offline. Um, the other one's unplugged. So both, so they were Daisy chaining and the other one needed to go through this child node to get service or a signal or whatever. And, um, they both went offline when the power went out and I've not been able to reconnect anything. Um, when I open the Linqs app, it says ready to complete setup. Should I hit complete setup? I don't know if this is left over from what I was doing or what it is solid blue. I've only got,
06:00
Speaker 2
[silence] Uh huh. Uh huh. It doesn't. [silence] Uh huh. Uh huh. Uh huh. Uh huh. I see. No, uh because we haven't yet got a solid blue light on your child node.
06:00
Speaker 1
Got two options though. I can hit complete set up or I don't want to continue set up. So I did, I mean, I closed the app out and opened it again and it just brought me back to this page. Okay, quit set up. All right. Uh, not really. I got two buttons now. I got manage your Wi-Fi or set up a new Wi-Fi network. I guess if I click on manage my Wi-Fi, yeah, and now it's asking me to log in again. Um, let's see, I don't know this information. You mean for the network?
07:00
Speaker 2
No, don't continue because we're going to start adding your child node. Let's start a new process once you... Yes. Click on don't continue. Don't continue the setup. And then you will be back to the dashboard right of your app. Click manage your Wi-Fi. Yeah, select manage your Wi-Fi. Router password. Do you know your router password?
07:00
Speaker 1
Oh, okay. Yeah, I see that. Oh, you know what the problem is? I had my, my Wi-Fi turned off because, um, it wasn't working. So, I just turned it back on. So, now I think it might be working again. Okay. Let's see. It's asking for the router password. Is that the Wi-Fi network password?
08:00
Speaker 2
No, the router. There's actually an option for router password. Okay. Do you happen to know your router password or have you created a router password when you set up your? No. [silence] Are the Wi-Fi password is the one you connect to access your internet. The router password is the one you use to log into your [silence] If you don't remember your router password, try to type in admin A for apple, D for David, M for Mike, I for, I. N for Nancy.
08:00
Speaker 1
Yeah, you know what I think I, I can, um, I looked up the router password. Um, Well, what is the username admin? Is is it the password that goes with, no, it's not the admin one. Let me try this. There's only two choices. So, it's not, it's no longer the default. The default is not the, the password any longer. It was changed.
09:00
Speaker 2
um okay do you do you know your router password type it in no just select the router password and type admin because admin is the default router password but if you have it's not admin then if you can remember your router password then type it in if you can't then it will just type in admin and then it will say incorrect or incorrect or invalid the app will say that and then just click on reset or forgot password and
09:00
Speaker 1
You know, it's weird. I've entered the password, and it's not saying that it's in, oh, now it's saying it's incorrect.
10:00
Speaker 2
[silence] So just click on reset password or forgot password. It will prompt a message to ask you to enter the recovery key. And the recovery key can be C seen on your parent nodes product level sticker. Check at the bottom.
10:00
Speaker 1
okay. I'm going to try this. I have these written down. I'm going to try this one more time. Yeah, all right. I'll try reset password. First, look under the one of the note for the recovery key. Huh? it, it says we cannot can't detect the internet. Please make sure you're connected to Wi-Fi with a working internet. it is it is.
11:00
Speaker 2
Rom of your parent node, the recovery key is indicated there. Just type it in there. Uh-huh. Make sure the phone you're using is connected to your Wi-Fi.
11:00
Speaker 1
Uh, try with a working internet connection and try again. Um, connected to Wi-Fi, uh, the modem has internet, but I'm not sure that the router has internet, for some reason. So, I mean, I agree with you. It should be working but it's not. The Linus.
13:00
Speaker 2
What? It should have an internet because it's showing a white light. If it has no internet, it should be blinking red, or it should be showing a solid red or a solid blue light. A solid white light means what's the Wi-Fi name that you're connected to? Is it the Wi-Fi name of your Linksys or the Wi-Fi name of your AT & T. Yeah. Can you uh refresh your app?
13:00
Speaker 1
Yeah. Well, I haven't been able to log in yet. I can quit the app and open it again if you like. Mhm. Okay. Okay. Okay.
14:00
Speaker 2
your link is up and log back in. Well, it's showing on our system that your is your wifi name I metrics? Well, it's showing that the status is offline. That may be the reason why. So, maybe you're, so maybe, so maybe you're parent node also got disconnected from your parent node. So, we will have to do a reset on all your node and reconfigure them again. So, I need you to reset your parent node, press and hold it.
14:00
Speaker 1
Should I unplug it from the modem? Okay. Okay. At the moment there is no light, but I think it's going to be blinking blue here shortly. It was solid blue. Yeah, I'm going to get the third one right now. [silence]
15:00
Speaker 2
the reset button once, the light, no, there's no need to unplug it to the modem, just press and hold the reset button once the light goes off release it and just wait for it to for for its light to turn solid blue once the light stabilize it will turn to solid blue just like your child node and then we can start setting it up oh how about the other child node can you bring it back near yeah yeah so that we could
15:00
Speaker 1
Yes, that's the great. All right. The parent node is solid blue as well. No. It's still blinking. I'm sorry. It just looks like it was. No, the parent node is blinking blue at the moment. I'm sure it will turn solid shortly.
16:00
Speaker 2
Talk it up. All of them. So the one child Node we have reset is already solid blue. Your parent node is also solid blue, right? OK. So OK, then just plug in, power on your other child node.
16:00
Speaker 1
Oh, you know what? I was hoping to do one child node at a time because it's hard to get the power cable, uh with the outlets that I have over here. Yeah, I'm still waiting. Yeah, of course.
17:00
Speaker 2
OK, that's fine. OK, that's fine. We can start with the first node, child node. But let's wait for the parent node to turn solid blue. [silence] And close your app because we're going to start again from the scratch.
17:00
Speaker 1
Okay, I think it's solid. Okay. Yeah, it's not. I got my Wi-Fi on my phone turned on but I'm not connected to the Wi-Fi because we reset the nodes. But I'm logged in. Okay.
18:00
Speaker 2
All right, now, open your phone. Linx is at once you open it, select, okay, you connect. Yes, you connect your phone to the default Wi-Fi name of your parent node. Check underneath your parent node. There is a default Wi-Fi name there. You connect your phone on that Wi-Fi name. And also the Wi-Fi password, the default.
18:00
Speaker 1
Yeah, you know what? It doesn't see that network yet. Okay, okay. I'm connected to it now. Or, yeah, I'm connected to it now. Correct, yeah.
19:00
Speaker 2
So once you're connected to the default wifi name of your parent node. Go back to the app. No, it should be. ah, right. Okay. Make sure it's the default wifi name of your parent node, okay. It's no longer the I metric because we have reset your parent node, okay. So once you open the app, it will ask you to set up or manage, then select set up a new wifi network. After selecting
19:00
Speaker 1
Do you know it says to additional plug nodes in, powered near the router? Wait. Wait. I guess I can Okay. It says connected. This could take a minute. Use the same Wi-Fi settings as iMatrix lumps. Continue. Okay, now it's asking me for these login information login information. Do you know if I can get that right? Um, yeah, okay. I'm going to try this again. Um, but I guess it probably was reset.
20:00
Speaker 2
setup a new Wi-Fi network. So develop the mesh router. And then there's the on-screen instructions. Just follow the guide. [silence] just click Next because because that's already done. Click Next. So since it was reset, you have to type in admin. That's the default. Always select the router password.
20:00
Speaker 1
uh it's not giving me yeah it's not giving me an option to use that it's just uh there's no router password option the app just says login skip for now yeah i can skip for now okay create your router password [silence] is this for just the the parent node or all the nodes in the mesh
21:00
Speaker 2
When it is uh, when it, uh, the app asks you to log in, always choose the router password because it's quicker than choosing the email address because if you forget the your email address or if you change the email address then it will no longer work so it's better to use the router password. Uh, there's a skip. Yes. Do you create your new router password make sure to take note of that because that's the password.
21:00
Speaker 1
how does that work right right no I didn't think it was the Wi-Fi password but I mean I guess what I'm asking is it's for the app then but it's not linked to any one node okay yeah yeah okay
22:00
Speaker 2
the router password is for your linksys app, the application software so that when you log into your up you use that password, it's not the Wi-Fi password alright Yeah, the app, and it's all for because it's a mesh system so it will applied to all nodes.
22:00
Speaker 1
Okay, setting up your Wi-Fi. Disconnect yourons. Wi-Fi needs connecting. Reconnect to Wi-Fi. No, it's, it's, it's saying you aren't connected to the router you were setting up. Please reconnect to the Wi-Fi of the router. It probably just, my phone probably disconnected me because it wasn't getting any internet through that connection. Let me try again. Yeah, for some reason it's not currently detecting the network for that node, it's detecting the other node. Oh, weird. Now Imatrix is back. Um, yeah, I did. Um, Imatrix is back online, though. It's kind of weird.
23:00
Speaker 2
so connect if it's asking you to connect to your Wi-Fi name, then connect to it, or go to your phone setting, hmm, when you select the Wi-Fi settings, when you select the Wi-Fi settings, did you select the default Wi-Fi name of your parent node? Hmm, okay. Okay. Then connect to it.
24:00
Speaker 1
yeah i don't i don't know why my phone is doing this okay there we go. let's see yeah okay i've got internet through now crazy. i don't know why that happened that way but okay um so now I went back to the app i can close the app. i can okay try it now or i can quit oh it says now let's connect to your new Wi-Fi okay i think i am. yeah looking for your child modes
25:00
Speaker 2
no no no uh go back to the app because there's more instructions to the app it will still need to add your two children okay so connect to your new Wi-Fi then just proceed to the next step okay so let's just wait for it to start your child node slide should start blinking once it's detected by your parent node and
25:00
Speaker 1
Yeah, for now, the parent node is solid wire and the child is solid blue. This is adding child nodes. Keep your phone in the set up area. This can take four to six minutes.
26:00
Speaker 2
Once your parent node and child node are communicating, their lights should start blinking. So let's just wait, uh, your parent node is still trying to communicate with your child node. Once its detected your child node, your child node will, light will start blinking.
26:00
Speaker 1
mm-hmm, yeah, it's just at the beginning, maybe 5%, not 5%. Okay, the child node is now blinking white. [silence]
27:00
Speaker 2
Usually, there's a progress bar when adding your child nodes. So let's just wait. All right, that's good. It means it's detected now by your parent node. Hopefully, its light will turn solid white. [silence]
27:00
Speaker 1
Progress bars may be, maybe not quite, about a third of the way.
28:00
Speaker 2
[silence] Well, it's still a good sign, since it's progressing.
28:00
Speaker 1
Well, a parent is blinking white. The child is solid white. Okay. Yeah. The app says your network. It's got a picture. It says router. And I can hit next or add more nodes. No, it says next. [silence] destination.
30:00
Speaker 2
Okay, that's good. So it means the child node is successfully configured. It's now added to your parent node as a child node. So once your parent node light turn to solid white, your app should tell you what to do next if you want to add more nodes or if you want to go to your dashboard or finish the setup. No, uh, do not, uh, click next since you only have one cable, so you cannot add another node. Because,[silence]
30:00
Speaker 1
Remove old rou or add more nodes. I have to click one of the two. Okay. Okay, remove old routers from your account. We recommend keeping your account up-to-date by removing old routers not in use before using it again. Remember factory reset. Shall I remove from my account? I can't, I have to hit remove from account or I'll do it later. Okay. Your network is ready. Set up complete. Go to dashboard. Yeah. [silence]
31:00
Speaker 2
Okay. Next. Click next. Just go to the dashboard. No. Do it later. Okay. Go to dashboard. And under dashboard, you will see that your WiFi name, the WiFi name, its status is connected and online. How many devices are connected and how many nodes are connected and online. So, it should show you.
31:00
Speaker 1
yeah, but it, it still shows this office router as in the last five connections. I guess that's okay, actually. Okay. So let me rename this node.
32:00
Speaker 2
You can relocate the child node that has a solid white light now, because that's already added. Now, you plug in the other child nodes. That was not added. So, you can unplug the... that's already turned solid white. And then later on, you can plug it to a power outlet where you want to place it. Let's add first the other child nodes that was. [silence]
32:00
Speaker 1
Yeah, I'm renaming these nodes so I can keep them straight. Um, one sec. I gotta unplug this one and, uh, put it in this proper place. Oh yeah, they're using the same power cable though. So I gotta unplug this one anyway and to get to the power cable. So I'm just gonna plug this one back in where it came from. Okay, hopefully that. [silence]
33:00
Speaker 2
It's not added. Bower on the other child node You can relegate the other child node later on. Let's start first with your unconfigured with the other child node that's not been added. Mm-hmm. Yes.
33:00
Speaker 1
works. we will plug in this other one now. okay i plugged in the third or, you know, the second child, no, the third, third node total. [silence] Yeah it was blinking blue.
34:00
Speaker 2
So, once that child node is powered on, check what's the light status. If it turns solid blue, then that's good. It
34:00
Speaker 1
Yeah, um, it's still blinking blue right now. [silence]
35:00
Speaker 2
No, I mean it's ready for setup but if it doesn't then we're going to have to do a reset on that child node. So it's still booting up.
35:00
Speaker 1
Yeah, up to you, I mean, it's, it's still blinking. Uh, I just turned, it actually just turned solid white. Mm-hmm.
36:00
Speaker 2
We can do a reset on it. We can just reset it. Yeah, we can just, we can just reset it. It turns solid white. Let's try to reset it, let's try to reset it so that it will also be added it will have a fresh start as a child node or another one.
36:00
Speaker 1
Well, I wonder if it might just work because we kept the same settings from the previous network. So maybe that's why it turned solid white. Yeah, I'm looking right now. It doesn't show it. No, it doesn't show it. Oh, now it's red. Okay, yeah, now it's red anyway. Okay. Okay.
37:00
Speaker 2
your parents home so let's do a reset on that card yeah so let's you can check on your app if your app shows that there are three nodes mm-hmm so let's do a reset yeah so let's okay so let's do a reset on it press and hold the reset button once the light is off let go let's just wait for it its light to turn solid blue once the light is solid blue then we're going to use your lynx's app again to add the child mode there
37:00
Speaker 1
It's still blinking. It's solid blue.
39:00
Speaker 2
Okay, now I want you to, uh, go to your Linksys app, and then tap on the menu icon, the three horizontal lines. And then once you tap that,
39:00
Speaker 1
okay, so adding new next idle is solid looking for children. So I went, I tried to do all this stuff earlier today. I, I guess it didn't work because I didn't reset the parenting. I, it didn't look like I needed to because the light was solid light. Why would the light be solid light when it doesn't have internet and it's not working correctly? Is that like a a bug or a mistake or what what, do you have any information on that? Well, that's what I'm saying. Yes, that's why. That's what I'm saying. but what I don't understand is why the light.
40:00
Speaker 2
select set up a new product. Add a note. okay. Mm-hmm. So maybe you didn't uh add adding your nodes because uh it shows that your parent node is not uh online. So it's totally got disconnected. Mm-hmm. Mm-hmm.
40:00
Speaker 1
light was solid white, if it wasn't connected to the internet. Oh, you know what? Yeah. I'm not sure that I power cycled the parent node. I cuz when the power came back on, it turned back on and it looked like it was fine cuz the white was solid. Okay, that makes sense. Okay. So next time if it happens again, I should power cycle it again. Okay. Yeah, I'm surprised though. Shouldn't it change the color? Yeah, shouldn't it change the color of the light though, then if it loses its connection? [silence]
41:00
Speaker 2
Because it is connected. Your parent node is already set up. So, it's already set up. The reason why it totally got disconnected, because of the power outage, it lost its connection to your modem. Usually, when that happens, we power cycle the parent node and also we power cycle the modem so that they will have a- a refresh reconnection. Yes. Uh-huh. Yeah. Yeah. But usually, you- we always, yeah, do a power cycle, yes. Because once there is a power outage, uh- it will totally lose its connection, but it will remain solid white. Uhahahaha. No, uh- because of
41:00
Speaker 1
Okay. Gotcha. How long do I need to let it like be turned off for it like unplugged? 30 seconds. Okay. That's what I was asking. How long? 30 seconds. Sounds good.
42:00
Speaker 2
Sometimes, the light of the nodes couldn't adapt easily to the outage results, so sometimes it will stay white, but it usually disconnected totally to your modem. But we only do power cycle when that happens, when there's a power outage, power cycle the modem, power cycle the parent nodes, so they will have a refreshed reconnection. Mm-hm. Mm-hm. Uh-huh. Yeah, just turn off and then turn it back on. You can use the power switch of the parent node, or your modem, or you can just unplug their power cord adapter from the power outlet, wait for 30 seconds, and then plug them back in. Mm-hm.
42:00
Speaker 1
Okay. Well, I think these are still communicating here. Yeah. [silence]
43:00
Speaker 2
Well, adding a note will take up four to six minutes, so let's just wait.[silence]
43:00
Speaker 1
This child node has turned solid red. One second. Oh, now the node is white again. I just stepped away momentarily and it changed back. Let's see. Um it says we didn't find any nodes. Try again later. But it is solid white. Yeah. Yes. Well, I I can hit I can either hit next or add more nodes. That's all I can do right now on the app. Okay.
44:00
Speaker 2
what's the status on the app? what does it say? uh, OK. So, your top child node turned solid white, but your bottom child node is solid white, right? So go back, just try again later. I'll go back to the dashboard of your app, and see if you can see three nodes. Next. Click Next. And then go to your dashboard if you can see the node.
44:00
Speaker 1
yeah it does show it looks good actually yeah [silence] yeah I think I think it worked too should I move this okay well I relocated the one already but I'll put this one this one is the furthest one the left
45:00
Speaker 2
How many nodes are already online? Okay, so once your child nodes turn solid white, it means they're already added to your parent node. They can no longer be disconnected. So if you can see the light change from a red, you don't have to worry because it will return back to solid white, because it's just like when you're watching videos, sometimes it buffers. So that happens also to your nodes. So you just have to wait patiently for the light to go back to a solid white because your two nodes are already configured successfully. So they're added already to your parent node. So you can now relocate the two child nodes. Yeah, you can unplug them and then relocate them to where you want to place the two child nodes.
45:00
Speaker 1
away from the, parent node, but it, it should be chaining from, with the child, the, the other child mode. So, let's see if that works. Well, thank you for your help. You did a great job. It's nice from the app, works in the past, I've had to, uh, open a web browser and go to myrouter.info or whatever and do it that way. But the app is better when it works. It just doesn't seem to always work. That sounds good. I hope that works too. We'll see. Okay, so um
46:00
Speaker 2
Yeah. Hmm. Yeah. [silence] Yeah. [silence] Yeah. Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah. Yeah. Yeah. Because sometimes the app also some [silence] technical glitches, but usually, if you cannot use the app and if you are having trouble with using the web browser interface, you can use the five-press method. It's very easy. It's manual [silence] setting up your router. Just reset the node and then press the parent node five times the reset button and [silence] bingo. It will be added it all your three channels will be set up completely. Yes. Yes. [silence] Yeah. [silence] Yeah. [silence] And you think the five [silence]
46:00
Speaker 1
I'm just trying to verify. The one, the first child node we set up is in its correct location and solid lights. The second child node that we just connected is in its correct location. But it hasn't connected to the network yet. It doesn't connect. [silence] Thank you.
47:00
Speaker 2
Actually, on the app, you can click on each node and you will see the signal strength. If the placement of your node is correct within the range of your parent node, so you would know if the location you place the node is the right spot because sometimes if you place it without or within which is too far away from the range of your parent node, then it might get uh poor signal strength and that's the reason why it
47:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, that makes sense. But they worked in these locations before, so I, I think this should work again. I just need the, uh, the child we just set up is, um, still trying to connect the thing. [silence]
48:00
Speaker 2
And lights sometimes disconnect, shows solid red or blinking red. So, you can, okay. Yeah, that's fine. Mm-hmm. Yes.
48:00
Speaker 1
I think we might be in business. Yep, it looks like, no, it's solid white, but I don't, I'm standing right next to it and, okay. I didn't have good wi-fi signal, but I think it's probably connected to the other node. All right, I think we're all set up. Thank you so much for your help. Okay. [ silence ]
49:00
Speaker 2
Is it still blinking? Okay, that's good. You're welcome. Before we end the call, Andrew, I'll provide your ticket number, so that in case you have issues with your notes again, just use this ticket number as a reference. So your ticket number is L for Lima, T for Tango, S for Sierra, 00137538.
49:00
Speaker 1
LTS 00137538. Cool. No, I don't think so. Thank you so much. You too, bye.
50:00
Speaker 2
Yes, all right, so everything's good now, Andrew? No other concerns? You're welcome, it's my pleasure to history you. Thank you also for calling links is Andrew, once again, this is us. Take care, have a good day, goodbye.
50:00