V2 Rubric Detail — ad263dc4-6914-11f1-a…

This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. This is free to call from technical support. Hello. Have you heard me fine? Okay. I thank you for answering my call. How how is that I you'll be able to track these for no error number? Okay, it matches on the app. I say I oppose this before we um check which node which is let's just move the force now instead.

Okay. Yes, please. And let's wait for it to go through. Blinking blue, blinking red, then solid blue light.

all right, so we'll wait for it to connect [silence]

normal that's not yet showing on the linksys app let's move instead the fifth child node they still my sinking or people. just just move the fifth child node yes please Okay mm-hmm

uh-huh. uh-huh. Yes, you can uh-huh. So you have an ethernet cable from the TV that connects to this child node, right? All right. I would suggest you may uh use one of the Ethernet port, not the Internet, the Ethernet one, two, three or four on the child node. That's where you can connect your TV. All right, that's great. Uh-huh. Okay.

Yeah. Mhm and when you select it, they have the signal strength. Right? That's great. I have 51. And the other, how about the other note? The third despair? Is it showing already? Yeah. The fourth child showing 51 for the signal strength, right? Fourth child node. Okay. How about the third child spare one, is it showing connected already on the list?

and just to verify they're only let's only know the showing offline right now is that correct? hey sir, I know wh which one is the second one is it a cafe or the trailer. [silence] Okay, cuz if if the light on this child node are still solid blue on the actual node and they're not Yappearing on the Linksys app. I'm now think it could be something with the Linksys app itself. It's it's not updating and just to give you a set um expectation have with the app it actually no longer receive updates due to Linksys.

Smart WiFi website has been discontinued. So other option that we can check this nodes connection is using its web user interface. They have an iPad or tablet that we can log in into the settings using a web browser. We can use a computer's browser, but for now, let's wait for this fifth child node to show up online and showing a blue light. Okay. All right. That's great. The good signal strength. And fifth child node, the one that we just, the last node.

All right. Okay. And let's wait for it to show online as well in the Linksys app. [silence] The fifth child node is not showing yet on the Linksys app.

All right, and just to make sure, how about the last child know that we just plug in? Can we go back to the links app? let's check its signal strength, then check and make sure the serial number are matched like the fifth child node. Okay. And let's check on the links and up, select that fifth child new living and then match the serial number on the actual note.

So the last node name is on the app is living rate. Okay. Mhm. All right. Okay. And what's the signal strength of a liven ode. All right. Thank you. And let's move to go back to four childs notes. Let's also check if it matches the actual node serial number. I just I just want to make sure each of your node the rest of our matching with the serial number and the Linksys app. Then we'll move forward to the other note. [silence]

So it matches. Okay. All right. So we'll proceed to bear.

can we check task pay if it matching the spare serial number on the app might be the interchange? since spare is not matching the one that on the link sys app. can we check the cafe node on the app? if it matches the share serial number? check if it matches the serial number. [silence]

okay, I may have the, let me check the spare serial number, the last five digits might have it. all right, thank you. let's move to the caffeine node. can we check the actual node if it's showing red light or blue light. showing blue light. and can we go to the first child node? can we check if that has an ending 1795 serial number.

mm-hmm yes the actual note itself okay six nine one five all right thank you ken because straight it's something to do with uh um like the right indicator on the app so i might be thinking that it's something to do with the app itself and it's not

reliable as of the moment since two nodes are showing... uh, two issues. Yes, I'm still here. Can you hear me fine? Yep. All right. So we're here's the thing right now. The app is uh not reliable since it's showing two issues of on the nodes. So one is offline, but the actual node is online. Showing solid blue light and the third child node, uh, doesn't match the serial number. So I would suggest you can also we can also try accessing the settings on your router using a web browser. You can do that and make sure all your nodes are online there and connected. We do have a computer where we can log in. All right, let me know when you're ready with your computer. Yes, please. And make sure it's connected to your Linksys mesh network. This computer, is it connecting via Wi-Fi or via Ethernet cable? Okay. Make sure it's connected to your Linksys mesh Wi-Fi. All right. And let's open a web browser and let me know once you have the web browser open. Right. At the address bar, type this URL link. That will be HTTPS colon.

[[music]] you typing of where my road is wrong my road dot lock local click the advance yes click the advance then click continue or proceed to my router that nok now then you should be routed to linky Google page showing two our Jane OK wait let's double click pictures of phones where double click it

[KEEP_UNCERTAIN] and it should show a 1. photos of phones or images of phones. double click. and there is a box for the password field right? you can enter your router password. we just reset earlier via Linksys app. the 10 digits. yes, no worries. yes, the

[KEEP_UNCERTAIN] The one we've just reset, the one with the special characters numbers and letters. All right. And is it showing now the links is Linksys Smart Wi-Fi tools, page, and let's go to Connectivity at the left-hand side. below router settings. and first tab is basic. And on the right-hand side of basic, you will see the form or upgrade, then below is details, click details.

Yes. Yes. And below Former Update click details that with a drop down details. All right. And let's check if it shows all your six nodes including the main parent node. It only shows four. Let me double check. And make sure the firmware version, the current version of your nodes there the four. May have the last digits three digits of its current version. I think

Thank you. It says 903. Right, so here's what I am checking here. Your nodes are actually not syncing with the network, but the actual nodes are online and connected, as they are all showing solid blue light. And for now, we will give them some time to sync in with your with your network. So I can assure that they're online and connected. However, in the event that they will turn red, one of your child nodes, my other recommendation, happy, is to reset your network and use another node as a new parent node. If issues still persist and the light on your child still shows red light. Yes. I can send you a network setup guide. It's a step-by-step instruction from a YouTube channel from Linksys website. For Shell page. Can actually follow the steps on how to reset and reconfigure your nodes using a new parent node. One of your child remarks used as a new parent node. If issue persists. And right now, we just want to make sure, can you check your other devices at home, like important devices that use internet, make sure it's online connected after we've reset and reconfigured the child nodes. Yes. Aha. Test connection on your devices. Is that on the Linksys app? On the app. Okay. But the actual.

Yeah, actual nodes are, could be solid blue light, right? Are they still showing blue? Okay, that means they are connected and online. The actual node is not disconnected. It just with the thinking and the thinking on the Linksys App Dashboard. Right now what we can do is we'll give sometime for your nodes to sync in with the app, since we just reset and reconfigured it. And if it's still after like 48 hours, if they're still the same, not showing in the app, my next recommendation is to reset all of your, like, use another node as a new parent node. [silence]

Since to avoid taking some time, I would suggest go right away now with using another node as a new parent note. [silence] That would be my next or better suggestion if the child nodes turns back on red again and they're still not syncing with the app nor on the linksys web user interface. Mhm. [silence] And one more thing I would like to add if this will help. We can actually add reserved IP address on your child nodes. [silence] I just found it here. [silence] Um, going can you go back to your computer and then let's go to local network tab.

and Adam here's I deserve a local network tab. You will have their dates, CP, reservation. and on the right hand side, the CCP, reservation button. Okay. All right, click that and let's check if it shows all your five child nodes from there. All right. So if... Okay. So that means they're actually connected to the network.

something with the syncing and matching on their crack status on the app and then on the uh device list so we'll go select each of your child nodes from that list put a check mark. uh-huh. and you're unable to select it right for the offline. Yes. all of your five shove nodes even the uh even though the one one of them is showing offline can still select it.

Alright, and then click, add reservation. And then let's make sure they're showing on the top. Reserve IP. And then once then click OK. OK button and click apply. Yes, click OK. All right, and let's wait for it. Is it now spinning? Like saving changes. Okay. Alright, let's wait for it to show up again. The connectivity page. Let's click retry. Yeah. Handle it. Be careful. Be patience with it, because it takes some time. The. Connectivity. All right. So it's saying that we are connected. So, yes, our we have a success. So we have reserved. Nice. Okay. And then. Yeah, so you go back to your reservation. There you go, you should still see it on the top of your things. You're looking at the page again, see your IP reservation. Yeah. Yeah, now we will need to.

Alright, the sense we made changes, let's give some time, 1 to 2 minutes for the nodes to sync back since we just reserved their IP address. can also reload links to Linksys Smart Wi-Fi page by clicking the refresh icon at the address bar, the top left hand side. Okay. All right. And just to verify the child node is still under serve IP address, right? The five of them.

Yes, yes please? Uh, huh. All right, let's click okay to close the reservation page and let's go back to basic tab and then, all right, then go back to details and let's check how many nodes are getting showing from details. Let's see, showing four and going back to the links s app, can we also check how many nodes are showing online and connected. Can also force close the app and open it again.

Right, this is something to do with the changes that we've made. Can we double-check the actual node if they are blinking or steady solid blue? Mm-hmm. Yes, please. We'll make sure they're steady, solid blue. Mm-hmm.

Okay, that's great. Okay. Okay. Uh huh. Okay. Okay. Okay. Uh huh. Okay. All right. Okay, actual nodes are solidly in online. We'll just give them time for now. For them to sync in with the network, matching the correct status in the app and on the on the web user interface. And in the event, if they're still not appearing, as long as your device is connected and online, they're actual blue and your devices like your phone, TV are showing online, connected with internet. It's showing a good signal that it's actually fine. But in the event that the child node will turn red, keep on disconnecting again. So that's the time that you will proceed on the next troubleshooting. Like, use one of your child node as a new parent node. Reconfigure the network with a new parent mode. So for now, just wait for the next step. Thanks. Just to make sure everything is okay with your network connection. All right. I'll do that right away. Alright. Cool. Thanks. Bye. Thank you. See you.

Just use the router password to log in. For the laptop, we can also log out and then log back in. You can sign out.

All right, then click sign out at the top right hand side. Yes. All the links is. Yes. And then re. Yes, please.

Alright and you may go back to connectivity then basic tab again and let's check under details numbers of your nodes. All right. OK So we'll just give time for the node that's not yet appearing there it might need some time to sync and again as long as the nodes are solid blue they're actually online and your device should be able to

you connect to them and in the event that it happens again, like keep disconnecting or showing a red light, you may use another node as a new parent node, reset and reconfigure. Yes. All right? But that's sure they're actually working fine. It's just something with matching the details or status on the app. You're most welcome, and anything else that I can assist you with Lindsay? Fingers crossed as well and thank you so much for your patience and time. I'm happy to assist you. Thank you for calling Lindsay and have a wonderful night. You too. Take care now. Bye-bye. [silence]