Speaker 1
[silence] Yes, I appear to have a a link. This mesh unit that refuses to connect to the major module.
00:00
Speaker 2
welcome to linksys support. to ensure quality service, your call may be monitored. for in warranty products, our support team is available to help with performance and hardware issues. register your product by visiting register.linksys.com. please have your device serial number ready. for assistance, press 1 now. for out of warranty products, paid support may be available depending on your issue. please have your device's serial number and contact information ready. if unavailable, kindly call back later. for out of warranty product, paid support option may be available depending on the issue. hi, thank you for calling linksys. this is Regina going to help you today.
00:00
Speaker 1
Now, I've tried to reset the whole system, and the router will not even see the mesh unit, the satellite. No, I'm not. The main router is working fine, it's providing, but the satellite unit for the mesh unit is not being recognized by the app, no matter what I do, it says there isn't another, there isn't a satellite in the house. And we're sitting, you know, the phone is sitting close to, of course, the satellite and the satellite was in, is within 15 feet of the major one for the moment. No, this has been working, yeah, first time I've ever called support, yes. It was functioning, and it was functioning.
01:00
Speaker 2
So you doesn't have any internet connection coming from your Linksys router. But is this your first time calling us for support? And are you calling from United States?
01:00
Speaker 1
It was functioning and now it's not functioning. Yes. The name is Charles. Last name is Beaudet, B E A U D E T T E. 972-979-four, five, two. C B E A U 99 at Yahoo. com. How many devices do I have connected to the network or satellites? I have one old[silence]
02:00
Speaker 2
Oh. You can go ahead and state your first name and last name, sir. b-e-a-a you b-y. And your call back number. And your email. Sorry. And how many links is these devices to you have? Linksys. How many links is these devices?
02:00
Speaker 1
router type, that's used for hard connections, and then I have the Wi-Fi pro, uh, VPN pro, and, uh, with the satellite associated with it. Yes, this one. Yes. the MX 6200 is the model. The serial number is 58W-10M-29D-03792. that is the Spectrum. of which router? The one that's working, uh, the one that's working is, uh, as the, uh, yeah. Uh, it's a what internet? [silence] Uh, Wi-Fi, uh, 650 G, uh, to the model. the model is the G 220 series
03:00
Speaker 2
So can you have the serial number of the device that you are calling about about the issue? Who is your internet service provider? Again, what is the current light indicator of the router? The Msg 6202
03:00
Speaker 1
The standard white light on it. The other one stays blue no matter what you do, or goes red eventually. I have one node attached to the lynx MX system. I have a second router which like I say is an old lynx I've had for 10 years, um that's also tied to the system to handle the Wi-Fi uh hardware connections. I have two but only one is for the mesh. Um one satellite for the mesh.
04:00
Speaker 2
So how many nodes, how many nodes, how many notes do you have in total? So you have two link test routers? So it is really your concern all about, uh, you mentioned earlier it's regarding with the satellite. So what seems like the problem with your satellite?
04:00
Speaker 1
the satellite, right? The satellite is the problem. It will not recognize it. The app says that it doesn't exist. When it is in the blue mode waiting to be set up. Um, so, so the problem I have is that that satellite will not reconnect to the primary, um, primary, unit to complete the mesh. It says it doesn't exist in the network according to the app, the app, setup app, um, that we use on the phone. It was working and it suddenly dropped off, turned red, and no matter what I do, I cannot get it reestablished. I did reset the satellite.
05:00
Speaker 2
But it was working. Try to reconnect. Maybe you need to reset also the satellite to connect it with your network. Take it try to connect and then check what is the error.
05:00
Speaker 1
It doesn't it doesn't give me an error. I've I've done a system reset on the the satellite. Um I've tried the app to re-establish the the link and it re says that it can't even find the satellite. It says the satellite isn't there. And we're within about 15 feet of the primary. What is the re reason? The satellite I want to put on my first floor. That's where I used to have it. It's for my home. This is no, it's for my home. I have one your primary on my second floor. My satellite is on the first floor. And my [silence]
06:00
Speaker 2
This place. displace that what is the reason why you need to connect the side of life? Yeah. Is it for your phone? You mentioned alerts for your phone. Can you please provide the serial number of the [silence]
06:00
Speaker 1
I gave you the serial number of the satellite. That's the unit that's not working. It's the Linsys, satellite will not connect to the primary. And according to you want the serial number of the prime. All right, just a moment. I'll have to get you that. Actually, wait, I should be able to get that off your app. Hold on. Um,[silence]
07:00
Speaker 2
The MX 6200, but it's the Linksys router. Andy, what do you mean for the satellite? Is that the Linksys node? [silence] So kindly provide the serial number of the primary node.
07:00
Speaker 1
Just a moment. I'm waiting for it to come up. Serial number of the primary is 5 8 W 10 M 29 D 0 8 470 and yes, this is that the child node, which was the serial number I gave you for the other one will not connect.
08:00
Speaker 2
Yeah, sure. Okay. So the primary, or the parent node is also an MX6200. So you have two nodes of your MX6200. You mean for the subdistributor, is it your extender or the child node that last connection.
08:00
Speaker 1
It will not even be recognized by the app that says that it's there for reconnection. It indicates that it cannot find it. I have performed a normal, just reconnect, it failed. I did a complete reset to factory settings. It still fails. It continues to give me an indication of a red light, no matter what I do with it. The light indicator is red when it's, when I have it connected. I can do that. Just a moment.
09:00
Speaker 2
Okay. so you'll see the light indicator of the child node, Okay. can you please move the child node at same room with parent node to about three to five feet apart from each other. So you have two link these devices in total. Yeah, Sure.
09:00
Speaker 1
All right, I've just moved it, and I'm waiting for it to reestablish a solid light. The blue light is flashing, so I assume it's attempting to set up. Yep, it's booted. In which it is.
10:00
Speaker 2
I guess that's booting up. Yeah, let's just keep on observing it. It's trying to reconnect sir. It's currently boot up and make sure it's plugged in directly to the wall outlet, okay? And how far it is from the parent node?
10:00
Speaker 1
It now is 10 ft. Okay, you'll have to turn it back off and move it. It'll take a minute. I'm now waiting again because I had to move it closer for you. Yes, ma'am. Yes.
11:00
Speaker 2
then can you please move them move it closer about three to five feet apart from the parent node? Thank you.It's OK. But while waiting I just need to confirm something. So, you have two Linksys nodes from Linx. One is your primary node and one is your extender to extend the Wi-Fi coverage to your internet.
11:00
Speaker 1
Correct ones right. I have one on first floor, one on second floor and they were working um and now they do not function um together. The secondary, which I refer to, is the satellite, um gives red lights and tells the system to remove the satellite from the app. Um so I could readd it and in the process of attempting to readd it, it says that it doesn't exist. My modem is on the second floor. So the the process is a cable comes into the second floor to a modem. The modem goes to the primary
12:00
Speaker 2
Okay. Okay, I see. So the primary node which is connected to the modem is placed on the first floor.
12:00
Speaker 1
router, and then the satellite extended through the second floor, or through the first floor. And the- Yes, just the two nodes. Let's see. Or to me, one more time, please. The node is flashing blue. Yes, I can. It has stopped flashing blue. It's now solid blue. Okay. The- it has stopped at last.
13:00
Speaker 2
Okay. So, but you just have two nodes. So again, what is the current light indicator of the node which is relocated? What is the light indicator of the node now? Please reset it. Please press and hold the reset button for 15 to 20 seconds. Okay. Keep hold on. No need to press and hold the reset button. Observe dead.
13:00
Speaker 1
Yes, it's steady blue. Right, I can make an attempt to do that. Yes, just a moment. So, uh. Okay, I will go to head up a new product. Add. A note. Okay, then where should I go to add the link?
14:00
Speaker 2
Press steady blue. Steady blue. Okay. Can you please unread and pull installation the Linksys app? Now no need to set up a new product manage your Wi-Fi because we already set up. Manage your Wi-Fi and then log in.
14:00
Speaker 1
I'm on the app. I don't see a manage uh Wi-Fi. I'm I'm at the dashboard on the app. Uh it says only one node is connected. Okay, I will close it and reopen. It's re-establishing the internet. It's now looking for devices and nodes. And it only reports being able uh to communicate with the one notes that it has accounted for it. Out of the initial four that were hopefully connected. Out of those four, we only got one connected and we're also getting the limitation of one device connected only.
15:00
Speaker 2
So, okay, let's check if there are two nodes connected since you're already on the dashboard. Refresh that one. Force close, then reopen the Linksys app. [silence]
15:00
Speaker 1
Well, to find 1 node. No, only one is white. The other 1 is blue. Yes. Okay. All right. Add a node to the network. Okay. Node light is solid. Yes. I'm waiting for it's trying to search. It came back.
16:00
Speaker 2
okay delete what is the light indicator of the node they're both solid white okay click the three lines in the upper left on the dashboard so go to the menu icon scroll down set up new product yes Yes.
16:00
Speaker 1
We cannot find any nodes, try again okay so on the on the node we're trying to add I will hold it for 20 seconds okay it's
17:00
Speaker 2
kidly press and hold the reset button of the note sir it is solid blue for about 15 to 20 seconds. Yes. And make sure the light indicator is changing. The light will blink red, then goes tof solid blue to release the reset button and it will blink blue and turns to solid blue again. [silence]
17:00
Speaker 1
I held it went. It went flashing red, then red, then nothing and now it's blue flashing. okay you wanna me so you wanna me too okay that'll take a minute or so. [silence]
18:00
Speaker 2
OK. Release. And then kindly uninstall and reinstall the Linxess App. So delete the app and then download it again. Delete the app. (speaking in Chinese).
18:00
Speaker 1
yet. Um, okay. I, didn't seem like it unloaded, so I'm unloading it again. I'm going to reload the Okay, let's say, come on. Why didn't you go away? Yes. uninstall. Okay. Now, okay, it's uninstalled it. Is it overcharged? Okay. Search. search OS app for Android. Now it's not allowing me to log in. Yeah. Ple password, okay. Yes, right. Okay, yes, I do recall my account. I have to wait 16 seconds, it says, before I can do it again.
20:00
Speaker 2
Try to log in using your router password. Click router or skip for now. Do you still remember your router password? It's actually different from your Wi-Fi password. [ silence ]
22:00
Speaker 1
[silence] Now it's not letting me even into my own account through the router. That's what I did. I am router password and it's not accepting it.
23:00
Speaker 2
No, do not log in using your email and password. Select router to log in. Okay. Click Reset. Click reset or forgot password, then create any router password. But you can use your original router password. Just click Reset Forgot Password.
23:00
Speaker 1
Well, it's asking me now for enter recovery key. Should it be sending me an email? No, I've, that's what I'm asking is I don't know what the recovery key is. It's just showing me a generic one, two, three, four, five, which is not, I can't get, oh, oh, you're talking on the main node. Okay, I have to go.
24:00
Speaker 2
Okay. The recovery key is labeled on the bottom of the parent node, sir. No, no, on the bottom. Underneath, underneath of the parent node, you have a recovery key labeled on the sticker. Yes. [silence]
24:00
Speaker 1
move over there. Sorry, not understanding. Yes, they're five feet apart. Just a moment. I'm gonna go to the main now to get the recovery key. Okay, just a second.
25:00
Speaker 2
That's okay. But you place the other notes here 3ft to 5ft apart from the main note right [silence]
25:00
Speaker 1
Second, I gotta add the password now. Okay. Okay. Why aren't you taking?
27:00
Speaker 2
Okay, for sure, yeah, you can use the same password sure as it was. [silence] Don't create a rather password you need to [silence] [no audio]
27:00
Speaker 1
You're happy now? Yeah, okay. Okay, it's looking for nodes. It still sees one node. Do you want me to try a new product setup again? Add a node. Okay, still have a solid, solid blue light. I'm going to tell it to go look.
29:00
Speaker 2
do you want to try [silence] [silence] [silence] which scenty looking to you [silence] [silence] [silence] child [silence] [silence]
29:00
Speaker 1
It says it can take four to six minutes for this today. Yes, it is blinking. Okay. Now it's white. Blinking white. All right. If this is the case, is the problem, was in the app.
30:00
Speaker 2
Okay, so it's setting up now. So check the light indicator of the node. Is it blinking blue? That's a good sign. So let's just keep on observing it until it turns solid white. And until the link to this app finishes setup. Yes, it might be the app needs to be reinstalled and re-installed first to refresh.
30:00
Speaker 1
Yes, I tried to reset the child node. And using the exact, the app that I, that I already had on my, had set up on my phone, which was, what? 9 months ago. Yeah, right now I've had the problem I had, of course, is I couldn't reestablish the link. And that was the concern. And I had followed all the standard procedures and videos and it just kept throwing it away. The only thing I did not
31:00
Speaker 2
I've actually like attempted to reset the child node, okay. Okay, nine months ago, so that means I need to refresh the linksys for that one to work again. And, of course, sir, did you try to relocate the child node, move closer.
31:00
Speaker 1
Yes. I know we did have a storm where we lost power in the house for five, ten minutes. Okay. But it looks like it's establishing. It's still flashing white, of course. Okay. Oh. Uh. Huh. Uh.
32:00
Speaker 2
I see. I see. And did you had caught caught a power outage that might cause the issue for the child node to loss its connection? I see. So we'll just try to observe four to six minutes. Okay, it's a good sign. It's setting up now. [silence]
32:00
Speaker 1
Okay. Okay. What the heck? Okay, it is a white light, solid, but yet it says we didn't find any. Okay, okay. What the heck, eh? It's looking for nodes. Okay, okay. Yes. Yes, it went to the dashboard. It says we have alright, two nodes which looks good. And, uh, it looks like we have a very strong, of course we, we a minus 42 db signal, okay.
33:00
Speaker 2
Okay, so yeah, click next. It shows we didn't find any node because it's already added to the network. So click next for the links app. Are you on the dashboard of the linksup? Okay, that's good. Yeah, so you may now proceed to what is the lighting category. Dewight. OK. Proceed to relocate the node. Yes. Of course. While waiting. Sure. [silence]
33:00
Speaker 1
I've now established it's a white connection. Um, light, a solid white has occurred. I'm just checking. It's pretty weak signal. Yeah. Okay. Okay, I will. I can do that, I can relocate it. Used to be, I was at a 53 and that
38:00
Speaker 2
Okay. It's okay. And of course, while while checking, let me just confirm your email address. It's c for Charlie, b for boy, E for Edward, a for alpha, u for umbrella, 99 at yahoo.com. Okay. Oh, yes. Yeah, because it's recommended to have a negative 65 D-B-M for the good signal strength. Okay.
38:00
Speaker 1
Same location, so I'm not sure what changed there, but that's not a problem. Um, which I will do. Well, I think you've solved my problem. 13358. Okay, I thank Okay, and I thank you very much for your help. uh, I think the big thing was redoing the app seemed to solve the problem. You too. and thank you very much. Bye-bye. Bye. [silence]
39:00
Speaker 2
Yeah, sure. Sure and I will. You're welcome, sir. And I will also provide your ticket number, so just in case you call us again, the next technician can quickly access your information. So it's 133-158. Exactly. Okay. That's it ? Yes, yes, Charles. So, thank you so much, sir, for your time and for your patience. So, don't hesitate to call us back if you need further assistance. So, have a great day. Take care. Bye. You're welcome, Charles. Bye. [silence]
39:00
Speaker 1
yes, I will do. I will do that. Uh, why am I not ending? That's weird. Why are we not ending? Hang up. We disconnected now? Yeah, you can at the moment. I'm on a cell phone and I've been jumping between apps. But, uh, you too. Have a good one. Bye-bye.
40:00
Speaker 2
can you please end this call for me thank you not yet but would you like me to end this call for you it's okay so thank you for calling us linksys support and have a great day charles bye
40:00