Speaker 1
[silence] Yes, I called earlier and um I have some children here nodes that are um misbehaving and not working at all and the gentleman said since it's out of warranty I
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.link sys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device 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. I think you for calling Linksys. My name is Raquel. And how may I assist you today? M. Yes, that's for our troubleshooting support. $15 for one hour. All right. I just, okay. All right, that's great. And may I have your phone number registered here so I can pull up your records? All right. Thank you. Let me pull up your record here. All right, I've got a record here and I believe I'm speaking to Bonnie Casalan, right? All right, thank you. And your email is your first name, that's V-O-N-N-I-E@ your last name.K-A-S-L-A-N.com. Is this correct? Sure. Okay, no problem. And to start with with a paid support, let me just uh prepare my tools here, just for one moment. And just to verify, how many total nodes do you have? Alright, and the two child nodes are plugged in near to the main parent node right now, is this correct? Alright. Okay, got it. Alright, so let me get started with uh payment processing, and I'm going to stop the recording to avoid getting your card details for a second.
00:00
Speaker 1
First name is Bonnie, Joy. Last name is K. Sln, K, A, S, L, A, N, just, just like my name. Okay. It is a visa. [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] No, it's, or let me do it again. Yes, that's it. Four, one, yeah, it's a three, three sets, three sets, no, four sets of four numbers, which makes [REDACTED_PAYMENT_DIGITS] numbers.
03:00
Speaker 2
all right and to start with may I have your first name and last name on the card I think okay and then may I have the card number all right and how about okay I think there's still more numbers right all right that's it okay yes please huh okay and can we can you repeat that again I'm sorry just
03:00
Speaker 1
That's okay. 4147
04:00
Speaker 2
Makista, sure. Uh-huh. Okay. Alright. And how 'bout the expiration date and year? my month and year. Hmm. Okay. And the security code. and lastly, the billing Zip code. All right, thank you, should. And, um, I'm sorry, Bonnie, can you try one more for the card number? It's actually showing a red light here. One more time.
04:00
Speaker 1
Okay, it's a good start so anyway four one four seven whoo two zero two two zero one zero nine 5492 Okay. [silence]
05:00
Speaker 2
All right. Let me correct that again. Just for a moment. All right, get it. And now I'm going to place the order. You will be receiving an email for this receipt and then confirmation. Just a moment. All right. And I'm going to resume the recording as well for our troubleshoots. Just for a second. All right. And to start with what am troubleshootings? [silence] [blip]
05:00
Speaker 1
Oh, they're red. One of them has been red. This one has been red for several months. And the other one, Oh no, no. I've done everything manually, I've read all the instructions, done it all myself, been online one time about a week ago with somebody. It's, it's just dead than a doornail. And the other one, now what, I did change my modem. I had to change my modem because that wouldn't change the modem, I mean the modem AT&T and I got the parent node is green and it's up and running and the one child node that was working, it's no longer working except on my wi-fi connection on my phone. It keeps saying that these two children are in set up mode and then it'll say um, connected, no internet. But they're both red. This, the first trouble child,
06:00
Speaker 2
Right now, Mayno, what are the color lights showing on top of the child nodes? Is it blinking red? Okay.
06:00
Speaker 1
[silence] model number. [silence] WHW01. [silence] They're older. [silence] And. [silence] [silence] Oh, I think all three are the same. [silence] All are are they're part of a tripack I believe. [silence] But let me just [silence] trying to stand my cell phone. [silence] All right. [silence] All right, one second. [silence] All right, so um here's the other. [silence] This has taken me hours and this is not my specialty and I'm just so frustrated. [silence] All right, so this other one is also, um, [silence] [silence] [silence] About
07:00
Speaker 2
Okay. Mhm. Yes, please. [silence] And both of the chocolate have the same model number, right? Mhm. [silence] Eh? [silence] I understand.
07:00
Speaker 1
So my glasses fail. All right. I got this one here, and I put that back on this. roll over to this guy right here. picks this thing up. And this is. WHW, 0 1. just like the other one. And the p parent node is also W.H.W o 1. They're like a tripack. I guess I bought them. They were three. Okay. Okay. Okay. I'm already, I'm just sitting here waiting for you to tell me what to do this time because I've gone through this before. So I if you can create a miracle, I'll be very happy.
08:00
Speaker 2
All right. So, okay. Okay. All right. Okay. Thank you for all the details. so we'll give this to two child nodes a fresh start, so we'll properly reset them. let me know when you're ready with the reset. Okay. That's great. All right, so for the reset process, let's do it with the first one, child node. So, we're going to press and hold the reset button for about 10 seconds and when you see the white light, release it.
08:00
Speaker 1
It's blank right, right now. Didn't even go to blue. It's like a gray, like, like nothing. Yeah, there's nothing. I'm holding on. I'm still holding. Nothing. Okay, I will. Now it okay, now it looks like a, if I put my hand around, it, it's kind of blue. It's a gray, blue. Okay.
09:00
Speaker 2
Button and while you're pressing it, observe the color light on top. It will go through red blinking. Light will go off. And once it shows a blue light, release the reset button. So, keep pressing until the light goes off. And once blue, release the reset. Okay? Yes, please. Keep holding the reset. Nothing, keep pressing. So, let's give it one minute more. Keep holding. All right, thank you. Uh-huh. All right, you may release. Okay. And let's do it with the same steps.
09:00
Speaker 1
Okay, while that one's doing, all right, I'll do the same thing on the second one. Blink, blink, blink. Okay, there's a blue on that one. That's a more to that's okay, both of them. Okay, all right. Okay. Perfect. Okay.
10:00
Speaker 2
On the second child node? Okay. All right. All right. So there... Okay. Thank you. And wait for them to turn to a solid pink or a purple light or kind of pinkish red light. Let's give them one to two minutes. All right.
10:00
Speaker 1
We're still in the gray, blue mode. The one went right back to red, not even pink. It's went right back to red, which is what happened before. Um I would call it more of I mean if we're looking at colors and the color wheel, this is not red, red. It is more, it's a more of a kind of an orange red. I'm trying to figure out how to describe it.
11:00
Speaker 2
But the red, is it pinkish? Okay. Okay. uh-huh. okay. an auto and I'm that's... okay. Does that kinda. That's okay, So as long as it pr-that follows the reset light behavior earlier, that be on their preset mode. and now we're waiting for the other want to have the same caller light as well. All right. okay. Mhm. okay, Thank you. And let's now as them.
11:00
Speaker 1
Okay. One, two, three, four, five. Now, now the parent node is, is it, orangish. Blinking, blinking orange. Mm-hmm. Apricot orange. Okay. It is now green. It's now green.
13:00
Speaker 2
using the five-press method, five press will perform on the side of the main parent node, so you are going to click the reset button on the main parent node five times. Do not press and hold, just click it five times to reset button on the main parent node. All right. Is the light on the main node? blinking orange. All right. So let's to wait for it to turn solid green again. All right. And then let's observe the child nodes if if one of them starts flashing red.
13:00
Speaker 1
secondary, the one that was, the one that's been working, yeah, that's doing, that's flashing. The problem child. Mm-hmm. That one's responding. Mm-hmm. and now the the problem child mm-hmm. No, it just, it just, no, it just started. It started blinking. They're both blinking now. Okay. [silence] They're still happily blinking away.
14:00
Speaker 2
Alright, so it responded. Alright, it's on the process of add-ing. Okay. The other child node is not yet blinking right to solid. Okay, so that's great. So they are on the process of adding now. So we'll give them 222 to three minutes. We'll wait for a solid green or a solid blue light on top of the child to. Okay.
14:00
Speaker 1
Okay, the, uh, better one, the one that was behaving, uh, that's now green. It's now green the same as the other one. Okay, that's green, okay? And the other one is still, yeah. Okay, it it is it is now solid green. All three are now solid green. Yay, okay. Next, okay. Oh, wait a minute. Wait a minute. Sorry. It, sorry, it just went back to red. It just went back to red. Now now it's blinking red now, it went back to green. But it's, but it's not a okay, it's back to green. Okay?
16:00
Speaker 2
All right waiting for the second child node to turn solid green as well All right do you have the link access app okay okay Is it blinking red or it's a solid red light that's actually normal Okay. All right,
16:00
Speaker 1
Yes, I do, so I have to, yes. Okay, like this. Internet. Internet devices. You aren't connected to your router. Check your Wi-Fi settings on your devices. And yet, check connection. All right. Check connection. Let me see what that says. Well, internet. Devices. You aren't connected to your router. Check your Wi-Fi settings on your device. And yet, check connection. All right? Check connection. Let me see what that says. Well.
17:00
Speaker 2
Do you have the Linksys app installed on a smartphone? I'll make sure. Okay. Yes, please. Let's open the Linksys app and we'll check if the two nodes are showing online, connected. And then you can go to network administration then node, check if it show all the three nodes online. Please make sure your smartphone's connected to your Wi-Fi for Linksys nodes.
17:00
Speaker 1
Check connection and it doesn't want to do anything. Check your you aren't connected. Check your Wi-Fi settings. In your device. And in my device, just go to settings, Wi-Fi. I am on. All right. Now now on um, I'm on the I'm connected right now to the AT&T the modem and on my next uh-huh. That's connected. Now the available network for the network name for these nodes is KASLAN, K-A-S-L-A-N. And it says checking the quality of your internet connection. It's connect it says now it's connect I'm connected to the Linksys KASLAN network right now. Okay. Okay. Okay. You aren't connected. Check your connection. What well check the
18:00
Speaker 2
Yes. Uh huh. Okay. Okay. Okay. Uh huh. Uh huh. All right, so we'll go back to the Linksys app, let's open it again.
18:00
Speaker 1
all right force close it all right we'll lower the app okay email address password what yes router password yeah looking for okay wait a minute let's uh we have to reset oh i'll just okay take get it off okay admin a d m i n all right add admin let's do login okay i said sorry that's an incorrect password uh wait a minute okay i think so it's my it looks like my husband's password so let me try this uh enter email uh
19:00
Speaker 2
force close the app and then open it again. Is there an option there that says? Aside from the email log in how about select router password that is here. Okay and then for router password by default let's use the word admin all lower case. I see so it might be that you have created one before. Okay.
19:00
Speaker 1
The email address would be, well, I'll try his, [unintelligible] creepers. Ah. S- word would be his password would be, [unintelligible] may. [silence] Your account was locked to protect you for an unauthorized exit. Lock-in using the reset password to login. Yes. Okay, let's see if we get in. Okay, here we go. All right. Router bun.
20:00
Speaker 2
Okay. How about this? Let's go back to the option that says router password login. Select that instead. We're going to use that route with password for logging in that email. Okay. And on the router password login.
20:00
Speaker 1
Okay, got it. Oh, okay, look on the bottom, for the look on the bottom of your router for the recovery key and enter it. So is this the recovery key on the main one? Is that what you want to me to put in? Okay, okay. 51413. Okay, I did that. The count holder will be notified if this router password is changed. Okay, continue. New password. Reset router password. Okay. Okay, I think. Yeah, okay. One special. All right, so let's say a new password. All right.
21:00
Speaker 2
log in you will see there below reset password so click that instead and then the five numbersYes, yes, B. that will be the router password to log in to the app, so I believe it it it will have a requirement, like 10 characters, uppercase, lowercase, numbers. okay.
21:00
Speaker 1
Okay. I did that one. Let me just make a note here, New Password. U.p.w..Z One .. Okay. I see now, submit.. Launch. Applying changes.. I getting router settings... Okay. Okay, Koslin is online. Your router password has been reset successfully. Three devices. Nodes three. Nodes, okay. Okay. Node one.
22:00
Speaker 2
okay yes please okay all right and can we top section the nodes? top that section and then yes [silence]
22:00
Speaker 1
Okay, now the first one says, Node One is connected to the internet source. That's correct. Okay, that's correct. And then now, let's see Node Two uh signal strength connected to Node One. Okay. Let me go back, and then Node Node Three. Node Three is strength is very low on this one, I guess. Okay, minus 15. Uh is connected to Node One. Okay, so that's so I did that one. That's connected. [silence]
23:00
Speaker 2
select it and are you seeing all the three nodes under the node page. okay. okay. All right, so both are now connected. We're actually able to, able to connect the to child node successfully, so we can now unplug them there and I would highly suggest in moving your child node, move them one at a time after unplugging them both from the power source. We will move the first node that's nearest from the main parent node. And then we will wait for it to go through blinking again then solid green before moving the second child. Yes. We will move it first. Okay. Okay. Mhm. No worries. All right. [silence]
23:00
Speaker 1
I'm I gotta walk a distance. I have to walk. off the driveway to the house. What is this? Let me just unplug this and plug this inside, sorry. I'm talking to the technician. So if you would please plug this into the electrical. Please plug this in. I'm talking to you, Larry. into the. Through the trip. He's, he's, he's, he's. working on plugging it in. Okay. Just leave it on. That's okay. You can come down honey. So it's gray blue now. Okay. Have to wait two to three minutes. We have to wait two to three.
25:00
Speaker 2
Alright, so we'll just give it two to three minutes. We'll wait for a solid green after the blinking. [silence] So, now I've done that. [silence] LED is on. Solid green, steady blinking, and [silence] Must be a call. [silence] My dog is also talking to me, and it's Mega. [silence]
26:00
Speaker 1
Okay, I'm still here watching it. No, it's just that gray. Blue-gray, whatever it is. The color. Blue-gray is what it is. It's red now, blinking red. Still blinking. [silence]
27:00
Speaker 2
Okay, and is it currently blinking red? Okay. Okay. Next to that should be solid green.
27:00
Speaker 1
It's still blinking. Okay, now it is solid green. Okay. All right. Let me, okay. So let me go get it. [silence]
28:00
Speaker 2
All right. So you can now move the next child node for this one, all right? Yes, please. [ silence ] almost like six years. [ silence ] yeah, sometimes childhood acts, especially you've mentioned that you've changed model before, so it could be there's an interruption with the Wi-Fi uh range. And upon double-checking, this model number actually has reached end of life, meaning Lenovo no longer manufactures these products and no longer receive firmware updates. Might be yet could be also factor that it disconnect and misbehaving. Mm-hmm. [ silence ] yeah.
28:00
Speaker 1
about that, I thought, you know, I'm going to have to replace this whole system and this is not cool. But if that's what I have to do. All right, so I'm walking back into the house. I'm going to put it in the line, the line, even though we are in different rooms, I'll put it in the line of the modem and the first node, so it'll be kind of an it it'll be kind of in a direct line like the second one was. Let's see. All right, so let's put this one in. All right, let's see what we got here. All right, so I'm going to plug this one in. Here I. This, all right, plugged in. And what? And now, let's see. Oh, I'm plugged in and it's still doing it. Still black, blue, whatever. And I'll see
30:00
Speaker 2
What's this? Okay. Alright. Alright. Okay. Okay it's it'll starting right now, so we will wait for a red blinking. [silence] okay [silence] All right, All right, so it's now trying to connect to the node. Let's give it one to two minutes more. We'll wait for a solid green light. Okay? [silence] Okay [silence]
30:00
Speaker 2
still trying to connect. Let's give it one minute more. I think it will blink again. Then it should go back to solid green. Okay. All right. That means it's now connected and online. We can also check it on the Linux app and make sure they are online connected again.
33:00
Speaker 1
Oh, wait a minute. Now it says, wait a minute. Let me go now. Okay. All right. Let me see. Um, should I tap, all right, node one. It says connected to internet source. Okay, node one. Node two, strength -62 dbm connected to node one. And, and node three, signal strength -50 dbm connected to node two. Okay. Okay. Now let me ask you something. What about Yes. At the bottom of this it says, update router. What does that mean? We have changed the internet inf a while. Can t You have 1 minute 14 seconds
34:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Okay. Okay. All right. So based on the numbers that you've mentioned at. They're actually getting good signal. If they reach like negative 70, that means they are having weak signal, but showing that the numbers, it's actually good. I think we're all set. We're able to connect both of your nodes. And anything else.
34:00
Speaker 1
Oh, but you said it no longer can get updates and no longer supported, is that correct? No, not to the T-bitenary. [silence] For 207, I can't go over all. [silence] Oh, yes. [silence] [silence] [silence] [silence] Let's see nodes 3 Wi-Fi. Let me just see here advanced connected Wi-Fi. Panel. We know that's been changed. reviewed where is that. Oh, wait a minute. Parental controls? Okay. Where is -oh wait a minute. I see here. Wait a minute. Over network administration. Got it. I got - I got it. [silence]
35:00
Speaker 2
Yes, that is correct. If once I think that the Suez firm wear like if we're going to update it, it no longer supports like the links of Linksys Smart Wi-Fi remote access. So I would suggest let me double check here. For now, we can pause that update. Can turn it off. Is there an option like to turn it off for auto update. Or let's go to Network administration page. All right, and then let's Open device setting.
35:00
Speaker 1
Automatic firmware update is on. Yes, it's on. Turn it off. Okay. It's off. Okay. Now let me see nodes. Let me just take a look now what it says. Three nodes. Hang on. Uh. Node one is internet source. Node two. Uh. Node two minus 62 dBm. and it says update router. Well, I'll just forget that. When we turned it off, I think. And node three is minus 50 dBm connected to node two. Update router. Okay. And we turned that thing off though.
36:00
Speaker 2
go to nodes, then under network administration, let's check if you have like below an auto update. If we can, for now, we can turn it off. Yes, please. Because if we're going to update, it might ruin again the connection of your node. So leave just for the meantime the current firmware that it has. Mhm. Uh-huh. Mhm. Uh-huh. Okay? Mhm. Got it.
36:00
Speaker 1
And we don't want to do this hardware but but it does say firmwear update available is what it says. But you say not returned? Okay so so Okay but we did turn automatic firmwear update off storage. So it's off so it's on the white light not okay so so that is off so if if the automatic if if there is an automatic firmwear update it's turned off it's not going to update itself is that correct? Okay but it's so now we have to do anything like restart network or it's it's it's good to go or what? [silence] [silence]
37:00
Speaker 2
Yes, that's okay. Okay. Yes, we're going to turn it off and we'll just give the child nodes like time to update. Overnight they were going to update if the network is not in use and it will restart and it should reconnect back. So, just give time for the node for them. Yes. In case for any upcoming again, future updates. [silence] Yes. I can't work with you.
37:00
Speaker 1
I think then if they're all up and running, I should be back in business. So I appreciate your time and your assistance. Thank you so very much for your time and your assistance. Thank you very much. Bye bye now. Bye bye. Bye bye. There we go. Bye bye.
38:00
Speaker 2
Actually, uh, uh, all the nodes are, are showing good signal, so you're actually good to go that the Charles are online and connected. And anything else that I can assist you with Len six? That's, that's right. You're most welcome Bonnie, and your paid support is complete. If you need assistance, you can contact us back. Have a wonderful night and take care. Thank you for calling Len six. You're welcome. Bye bye.
38:00