Speaker 1
Good morning. Um, I had a power outage at my house and my Linksys mesh system went down. and it came back on, but only um one of the four nodes came back on, just the one that's connected to my router or my modem came back on. The other three, [silence]
00:00
Speaker 2
Welcome to Linksys support to ensure quality. 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. I thank you for calling Asus. This is G. How can I help you today? How can I help you?
00:00
Speaker 1
Like satellite ones the child nodes I did the standards like how to resink them and whatnot but I just all three child nodes have a read Dot Sound I can give them to turn white. four I have four ah um my primary Node is connected and it has a white Dot and then the though the three I have in front of me yeah they're they're not uh sunk up they're just with Red Dot. Yes. Huh? I've
01:00
Speaker 2
I see. So, um, you have five nodes in total, right? Sorry, uh, four. Okay, so you still have, um, a few nodes that are not working. Um, where are these nodes right now, sir? Good. Huh? Yeah. Um, I'm sorry. Yeah. Uh, yeah. Um, hellos sir. Um, hello sir. Uh, how far, sir? Like the distance between the parent of the uh, those nodes, can you uh, verify? [silence]
01:00
Speaker 1
[silence] all the nodes are [silence] all the nodes are within 5 ft of the parent node. I've I've I tried to re-sync them all. i've done i've had linksys for like 10 years. I've had I've upgraded twice. I've had two different types of nodes. these they're all awesome, but um these new ones are good, but uh for whatever reason, I can't get them to sync back up. [silence] Yes. let me let me walk back to my kitchen. [silence] All right. Let me turn my flashlight here.
02:00
Speaker 2
Right. Next. I see. Okay, got it. Mm-hmm. Mm-hmm. Yes, that's a bigger. We will go ahead and add this back there. Notary. Uh, before we proceed, please. Uh have the serial number of your parent note, please.
02:00
Speaker 1
The serial number is five, six, we, is Whiskey, one, zero, M as in Mike, two, eight, D is David, zero, three, mmm and it looks like eight, two, six. Yes. No problem. I can repeat it back if you need it. I'm sorry, ma'am? Model number M
03:00
Speaker 2
I'm sorry. 03826. Okay, got it, sir. Let me just check on the exact unit, okay? Just three seconds. Yeah, that's correct, sir. I was able to confirm. This is an M-X6200, right? Yes, the model number, sorry, is M-X6200.
03:00
Speaker 1
X 6200. Yes. Yes. Yes, that's right. Yes, that's me. [silence] Yeah, I I've had Linksys forever. I love the service. Um, I did the standard reset. I used the app. Um, but for whatever reason, um, I've never tried to reset- these are new nodes for me. I have the older ones. Um, these are just test for the new system. So repeat the setup process, and then give me a try and I'll help you.
04:00
Speaker 2
Okay, yeah, got it, sir. Okay, so, and by the way, sir, I was able to pull up a record here under your phone number, um, 9 4 9 9 2 3 1 1 7 8. Let me confirm, am I speaking to Mr. Jason Dale? Yeah. Okay, and the email address I have here is Jason Dale1@att.net. Yes, sir, thank you. Yes, I was able to confirm you have a call uh last year of 2025, uh, June of 2025. Anyway, sir, um, again, what's the light on the top of the child nodes right now, sir? You mentioned that you did a reset, right? Uh-huh. Uh-huh. Uh-huh.
04:00
Speaker 1
These are way better. Um, there, there dual band. But, um, for whatever reason, uh, the standard reset, like, you know, where I, I go to the app and it, it finds all my pieces and then I sync each one individually to the app and then the red, dot flickers and then it goes to white. I, I've done that over 10 years with the other ones that were light blue, uh, light on my other nodes, but for whatever reason, um, I'm, I'm unable to get these new nodes to, to sync up like the old ones used to. So I just give you guys a call and I'm not sure, maybe I'm doing something wrong, I, it's probably me. No, it's just you just use the links to app. I would, it would, uh, I'd unplug them, bring them to the location. Uh, they would go to a solid color. And then I'd use the app and, and it would locate them and then, then I would go in and I would, I would synchronize with each piece individually. And then if it's, you know, red and then turn it to white, it just works.
05:00
Speaker 2
Oh. Oh. Yeah. I see. You said that you tried the app. Is there another way that you used to add this node back? Okay. Hmm.
05:00
Speaker 1
It would resync them as long as they're within like 5 ft of the parent node. But uh, this time I don't know. Red. Yeah. Yes, I have I have four of the same. They're all the 6200. Yes ma'am. Do you you want me to reset them all at the same time? Okay. All right. The
06:00
Speaker 2
yes sir. yeah, exactly. okay, no worries here, we will add this back now. um, the other node, sir, again, i was not able to hear that clearly. what's the color sir on the top? solid red. can you confirm the model numbers or is it the same MX 6200. okay. so, can you do a reset sir on this nodes, like, um, press and hold the reset button for 15 seconds on each of your child nodes, those with the red light. um, if you can, sir, cuz we can add two or three nodes at the same time as long as they're less than a meter away from the parent.
06:00
Speaker 1
[KEEP_UNCERTAIN] first one just went dark the it's the the light's off and then it just went back to blue does that mean it's reset? hello hi I reset the first one it's it's blue and it's blinking blue
07:00
Speaker 2
[silence] steady blue light on the top if you're okay thank you hello sir uh, sorry sir your line is nothing in and out sir sorry uh, what does that again? yes yes please go ahead, sir uh huh [silence]
07:00
Speaker 1
Okay, so the first one I reset, the light is dark blue. Um, and the other two I just reset are blinking dark blue.
09:00
Speaker 2
I don't want to, I don't want to have cake. Yeah, I can't take it. Yeah. Okay. Okay, sir, so let's just give it more time for the other nodes to show up a solid blue light, sir, same with the pair, with the first node, and then we will add this back at the same time. You are with Spectrum, sir, right? [silence] Alka. [silence] [music]
09:00
Speaker 1
Okay, all three child nodes are a solid blue light. OK. Ok. And did you just think that the reset button or the big round button, so click it five times like one time per second? Ok. I'll do it right now. One, two, three, four, it's five. All right. I clicked it five times. [silence] Do you need me to do this again? [silence] No. No. Reset him, um reset him. I already have next to him, yeah I'll have to do that again. [silence] Ok. [silence] You're doing it again? [silence] Yeah, all right. [silence]
11:00
Speaker 2
Okay. So, what you need to do is to press and release the reset button of the parent node.
12:00
Speaker 1
It's blinking white. Yes, ma'am. Um, one of the child nodes is blinking blue. The other two are not blinking blue. The parent node is flashing white. Okay, one of the child nodes, the second child node is blinking now. It's blinking blue. And the first node is blinking white now. And the third, the third and final child node.
13:00
Speaker 2
is a later on the parents don't blinking white okay. So, please let me know sir if the nodes or the child nodes starts flashing uh flashing blue or flashing while check it. Okay. Not yet, okay. And your parents know the still flashing why sir. Okay. Uh-huh.
13:00
Speaker 1
It's, it's still blue. Okay. no problem. it's blinking blue now. um, yes ma'am. I'm sorry, ma'am. Can you tell me again? Yes. uh, let's see. all three child nodes are blinking white. The parent node is blinking white.
14:00
Speaker 2
Okay, so let's give it three to five minutes, sir. Um, I'm sorry, if that child node, sir, the last note will not, will not blink, then we will um do it later on. We will add it later on. Let's just focus on the two first child nodes, sir. Okay. That's good, okay. Which node, sir? That's is the last node. Yes, are you referring to the last node with um that is now flashing blue? Right, okay, that's good. Okay, sir, let's just give it more time. We still have three minutes and twenty seconds.
14:00
Speaker 1
Okay, here's an update. So, the child nodes are all a solid red now and the parent node is a solid white. Yeah, I have a laptop or an iPad. Uh, I have a laptop.
17:00
Speaker 2
Okay, do you have a computer, sir, or maybe an iPad that we can use? Okay, yes, sir. Which one would you prefer, sir? The iPad, which is handy, or
17:00
Speaker 1
Let me turn on my laptop. I'm...I don't understand. Can you say that again? [ silent ] I see. [ silent ] [ silent ] Okay. [ silent ] [ silent ] [ silent ] Okay. My laptop's up. [ silent ] I am on Chrome. [ silent ] Okay, I'm ready.
18:00
Speaker 2
Okay, so please make sure that your computer is connected to your Wi-Fi network, okay? Oh, yes, your computer, make sure that this is connected to your Wi-Fi network. Okay, so please open a browser, any browser on your computer, sure. And type. Yes, that's good. So, please indicate your address. Yes, yes, type your street. Okay. Okay. Okay, and next. Please type your city. Okay, that's good. And next. Okay, next. So, please indicate your county. Okay, that's good. And next. That's good. Please, please indicate your province. Okay, next. Okay, you need to indicate country. Next. Next. Okay, next. I'll'll add restart the browser. Please, urhuhso you open again your browser. Urhuh OURshould be loadingbut later all systems. PCreview. Okay, and the website is. CBSscholarship. Okay, that's good. So, please now go to [silence] sign up. Right there. Uh huh.
18:00
Speaker 1
Mm-Hmm. I have. Okay. You got me. Once again. Okay. It says I got this retarded message. It says it says your connection is not private. How the is that? Well, this is, I'll go to what? Oh, advanced. I got you. [silence]
19:00
Speaker 2
Yes, fasten. type these numbers on your address bar, please. 192.168 1.1 192.168 1.1 good. Okay. Let me know Sir, what page you have, okay? Okay. Okay. There's what browser are you using right now, sir? Chrome, right? Okay. Go to advanced, sir. Advanced. There's an advanced button below. [silence]
19:00
Speaker 1
Okay, I'm there, I'll proceed to it, okay, I got you, all right, it says welcome, enter your router's password to proceed. Yes, uh, router password, I want the hell, it's, is my router password the same as my Wi-Fi password, I guess,
20:00
Speaker 2
okay and proceed to unsaved. Yes. Okay, so I believe you have a router password there since you have the app. Can you still remember that password? Okay, go ahead. Type the router password, please. Oh no, sir. Uh how do you log in on your linksys app?
20:00
Speaker 1
I'm sorry, how do I login where? Oh, it's that, it's that password. I see. Let's see. Let's just, let's just see, links, this.
21:00
Speaker 2
on your lynx أستر your application. yes try that password please let me knows if it's invalid
21:00
Speaker 1
All right. Let's go. I am trying the last password now. I'll give you an update in 10 seconds. Where the fuck...
22:00
Speaker 2
Okay. How is it, sir? Okay.
22:00
Speaker 1
Oh, it's on the, um, your router password is on the bottom, says on the website it's on the bottom of my router. Let me look. [silence] Um, okay, where is that at? [silence]
23:00
Speaker 2
by default, sir, but since you already have the app, it's should, you should be able to, you already created one before. Anyways, if it's invalid, there's a forget password option, if you can see that. You can just use that there. Yes. Uh, on the screen, sir, where you have the enter uh your router password, there's a forget password option below.
23:00
Speaker 1
I don't - I don't have that on my screen. Yes. Uh it says, there's a little linksys tab in the top left that doesn't work. It's just a picture. There's a picture of my node. It says welcome. Enter your router's password to proceed. Then there's a button that says where is it? Then there's a button that says next. [silence] router password.
24:00
Speaker 2
or reset password sir. Okay, can you read to me sir, what do you have right now on your screen? Okay, but you don't have, okay. Can you try for, let me just check on that. Just give me a few seconds.
24:00
Speaker 1
I I don't understand the question. uh yep, of course. I did that. I did yeah, I tried to reset it to clear. Hmm, when uh I don't understand the question. Are you asking me if I did it today? Or like, just in general? Yes, I tried to reset and I couldn't. I tried to reset my whole system. Yes. Oh, okay. Hold on.
25:00
Speaker 2
Try to reset your parent node, sir. Your parent node, sir, did you try to reset this one or not. Like, uh, yes, like, uh, you pressed the reset button for a few seconds, 15 seconds. Mhm. No, sir, prior to this call, sir. I see. Okay, sir, can we try or can you try the password, the same password there underneath your parent node. Okay.
25:00
Speaker 1
So the password on the parent node, I put it in, it says invalid password. Um, no, I can't get any of the passwords to work. I Yeah, you want me to fire up the app? OK, I'm there. Yes, the three lines. OK. Yes.
27:00
Speaker 2
how is it sure did it go through. okay, yeah, that's your case here. you have the app right you can access you can get a go through go inside the app. yes, okay, sir. uh open your lenses app there. okay, on your lenses app, there's a menu bar on the upper left. yes, the three lines. Okay. yes, can you check the or I'm sorry, can you please go to administration or network administration. okay, there's an option for a change router created
29:00
Speaker 1
Yes. Okay. I haven't. All right. I just got an email about the password being changed.
30:00
Speaker 2
password and hint. Can you see that? Okay. Uh let's create a password, sure. For us to go inside the user interface. Uh this will be 10 digit long should have uppercase, lowercase, special characters (uh) character at a number. For the hint, sir, you can just leave it blank. [silence]
30:00
Speaker 1
Okay. Can we put the password in the website? Okay. It worked. Yes. Yes, I see that. It says, there's a little gray button that I can toggle. It says, I'm on, it says, guest network.
31:00
Speaker 2
Yes, yes, sorry. Um, let's use on the password. That's great, let me confirm. Let me confirm, sure. Are we inside the, uh, Linksys interface. Okay, that's good. Can you please confirm, sir? Can you see their network status first box in the middle part. Okay, that's good. It says, um, connected, right? Okay. Oh, yes. Sure. No need for that here. Um, can you instead go to list, device, list. Device list.
31:00
Speaker 1
on my app or the website. Okay. Um, one second. It's, um, okay, so I'm on a webpage. Webpage means, enjoy your, uh, Wi-Fi for, to configure, advanced settings, visit www. Myrouter.info it says, have more nodes to add, click click this to add nodes. I I know, I don't have a device list. I, um,
32:00
Speaker 2
the Smart Wi Fi tools the website is there *code* Okay *code* I'm sorry sir are you on device list on the left side
32:00
Speaker 1
just all it asked me was guest Wi-Fi and nighttime Wi-Fi and I just clicked like next next I pass the guest Wi-Fi and I I past the nighttime Wi-Fi so I click next through the guest access I click next through nighttime Wi-Fi and now I'm on a screen that says add notes um no I just no it says to configure advanced settings it has a web link myrouter.info on a it's toa configure advanced settings visit www.myrouter.info on a desktop um the second thing is
33:00
Speaker 2
Oh yes okay sir I believe sir yeah I believe you're on the setup page yes let's proceed do that sir guest access just leave it off for now and uh click next Yes Okay sir let's skip that one sir do you have an option to tap next Hmm Okay
33:00
Speaker 2
Okay, sir, open another tab please on the browser. Okay, and type myrouter.info, sir. Okay, yeah, that's good. I believed, sir, you can now see the device list, guest access, parental control on the left side. Hmm? Oh, okay, sir. That will be the same password. Yes, the same password that you quit
34:00
Speaker 1
Okay. Okay. Okay, I see links to smart Wi-Fi, smart Wi-Fi. Wi-Fi tools. There's a tab that says device list. Yes. Okay. Now, I'm there. [silence]
35:00
Speaker 2
Okay. Yeah. Let's get to your. On the right page. So, I believe now you can see smart wi-fi tools and below that device list. Okay. Tap on device list, sir. Okay. Under device list. Can you. Uh-huh.
35:00
Speaker 1
I'm on the device list. Uh, I see one. Um, I only see one node on here. It's, it says link sys 03826 and it says online and there's, I mean, I see my TVs, I see my Tesla car, I see my printers and my office, but I only see one node.
36:00
Speaker 2
Okay. Okay. Yes. Okay. Sure. Okay. Go. Yeah. So check your device list for how many notes you have. [silence] Okay. Yeah. That's your gate sure. So how about we do another hard reset sure. On your uh on your child notes sue. The other three notes. [silence]
36:00
Speaker 1
Okay. How do I do it? Okay, so do all three of them. Okay, I'm gonna step away from the phone. I gotta walk to the other side of my kitchen.
37:00
Speaker 2
Okay. Same thing with your press and hold a red. Button at the bottom of your child node. Those with a red light. Press and hold for 15 seconds. All three. Yes, sir. Yes, yes, yes. Ser. No worries.
37:00
Speaker 1
Okay. All three of them have been reset.
38:00
Speaker 2
sir, let's wait until this no shows a study blue light again, sir. okay? okay?
38:00
Speaker 1
yes man all three solid blue yes I'm on the device list and at the bottom of the page it says okay you want me to tap that okay main dashboard click okay yes ma'am I'm on the main screen smart Wi-Fi tools Yes. Okay. Okay, it's reloaded. [silence]
40:00
Speaker 2
Okay. Are we back on the page, dear? Okay. On the left side of the screen, dear, under router, router settings, you have there this GUI.
42:00
Speaker 1
Yes. Yes, it says add wireless child node. Yes, I did that. Yes, one second.
43:00
Speaker 2
icon the connectivity okay so under connectivity sir can you check uh can you see basic internet settings local network advanced routing administration and ca router setup okay so under ca router setup sir please tap ca router setup and then can you check if it's now asking you to add a node wireless or wired okay can you please press on add wireless child node too okay yes and can you check on the light on your parent and child node if there's any changes [silence]
43:00
Speaker 1
The parent node is blinking white. One of the child nodes is blinking blue. The other two child nodes are solid blue. Okay.
44:00
Speaker 2
How is it your what's the light of the parent now? OK. OK. So let's wait for the first nodes here to connect. Using this th iser, soking this method, it will take two, mac three t two 3 to 5 minutes. Let me nost now if the other two nodes are flashing.
44:00
Speaker 1
So both, um two two child nodes are blinking white. One child node's blinking blue, parent node blinking white. All right the first child mode is solid white the parent node is blinking whites two child Nodes blinking
45:00
Speaker 2
OK. Okay, that's good. So, let's give it another few minutes for the other adults to connect, okay? And let's just leave the page as it is. Yes, sir.
47:00
Speaker 1
Okay. All three child nodes are red lighted. The parent node is a solid white. All three child nodes are a solid red light. [silence] On the computer. [silence] Okay. Device lists. Let me.
48:00
Speaker 2
Uh-huh. Okay. I see. So can you go to device list please? Yes.
48:00
Speaker 1
let me close out of you know what. I just saw something. um i'm going to click add child wireless nodes again and click apply. I didn't click apply last time. does that matter? oh yes. basic let me see here. connectivity. uh yes ma I have basic. yes, I have it.
49:00
Speaker 2
Oh yeah that's okay sir. That's okay. It seems that there is really something wrong with the setup or with the configuration. But anyway sir, can you go to basic sir? Basic is still under connectivity first option. Yes. Basic that's on the first option sir under connectivity. Okay. And lower right you have details.
49:00
Speaker 1
I have written, yes, 1.0.1, 4.21, 167, 38. Says, I got a green check, it says up to date. Mm, I'll click the. Okay, no problem. Yes. [silence] No, we're right. DNS. Yes.
50:00
Speaker 2
Yes, okay. Can you provide me sir the the firmware version of the parent node? Sorry, it's 1. It's okay, so is updated. Yeah it's actually updated. Okay. Yes, sir. So can you go go to local network now sir? Okay. Under local network, lower right you have there DNS. Static, yes static, DNS. Yes sir. Is it all set to zero sir? So it's M, sorry.
50:00
Speaker 2
Okay, for DNS1, Sir, can you change the zeros into number eight? Mm-hmm, all eights? Yes. Mm-hmm. Yes. Okay, for DNS2, Sir, replace it with 88448888. You can now click on Apply, Surh. Yes. Yes. [silence]
51:00
Speaker 1
Four zeros. Okay. And click apply. Okay. It's got a little blue wheel that says, "waiting" I just got router not found. Yes, my computer is connected to the Wi-Fi. Oh, it's resyncing.
52:00
Speaker 2
Yes. Yes, exactly, sir. You can now tap on apply. Yes. Yes, yes, sir. Please let me know if you encounter an error message, like, router not found, or any error, sir. Okay. Can you please reconnect your computer back to your Wi-Fi? [silence] (Sounds energetic) Oh boy!
52:00
Speaker 1
Now my computer is trying to connect to the Wi-Fi. For the record, my parent node is solid white. All three child nodes are red light blinking right now. Okay, let me sync my laptop to the Wi-Fi. Give me 10 sec.
53:00
Speaker 2
Okay, yes. Is your computer connected again to your Wi-Fi, sir? Okay. Yes, that's good. That means that it triggered the internet from the parent node to your child node. Yes. Okay. [silence]
53:00
Speaker 1
Okay, I'm back to the connectivity screen with the DNS one, two, and three and the winds. Uh, let me check for you. All three child nodes are blinking red. The parent node is solid white.
54:00
Speaker 2
okay yes yes sir how about your child no sir is it still flashing red thinking red okay can we give it another
54:00
Speaker 1
Yes, no problem. They're blinking red. Okay, all the child nodes all went white, solid right now, all three of them together. Connectivity devices. Okay? Yes. Yes.
55:00
Speaker 2
three to five minutes, sir, fore fore this child node to reconnect and still blinking red, okay. Sure. Let's give it three to five minutes, sir and will it be okay, sir, while we wait for that? 'll put it's okay if I face this corner hold for two to three minutes. Oh, okay. That's good. Yeah, that's good, sir. tap on the okay button, sir, on the connectivity tab and go back to device list. Okay. Can you refresh the page then and check for, are you can see now four nodes?
55:00
Speaker 1
I have a blue wheel. it says waiting. It's a good problem. you and I are faster than the computer. Yes, ma'am. Absolutely. Oh.
56:00
Speaker 2
What does it say on device list, sir? Do you see all four nodes? Uh-huh. That's right. It's still loading, right? How about checks? Yeah. Uh you can also check your app, sir. Uh go to device list or go to nodes on the app and check, sir, if you can see all three or all four nodes. On the.
56:00
Speaker 1
Hold on, I, uh, had to connect my phone to the Wi-Fi again. Hold on one second. Okay. Yes. uh, hold on, I have to log out of the app, it's frozen.
57:00
Speaker 2
Okay. Let me know sure what the if you can already have the app open. Okay.
57:00
Speaker 1
Everything is so slow. I'm refreshing the Wi-Fi or the web page on my laptop, and I'm waiting for the app to load. It says getting my router settings. So, I think they're just having me wait. My laptop and my cell phone. Yes, let me check for you. Okay, my phone is connected to the Wi-Fi, and my laptop. My laptop is connected to, yes, they're both connected. Let me open the app.
58:00
Speaker 2
yes, yes, sir please make sure that this phone and this computer is connected again to your Wi-Fi Matthews Shergut Mm-hmm [silence]
58:00
Speaker 1
On my phone it says getting router settings and then the web page is refreshing itself. the web page is building and my app is still asking me to wait it says getting router settings. Okay. I'm on the webpage. I'm able to sign in then.
59:00
Speaker 2
is okay close the appster piece okay
59:00
Speaker 1
now, under router access, I click sign in, and now I have a little, blue wheel. No, we're not inside yet. I have the, blue wheel spinning on the app, and I have the blue wheels spinning on the... uh, nope.
60:00
Speaker 2
Okay. Yes, okay, that's good. Let me know if you're inside. Okay. Are we inside here?
60:00
Speaker 1
Page says, waiting. I'm gonna refresh the app. This seems like it's taking a long time. Let me open the app again. I'm connected to Wi-Fi. Okay, so the app is on the Home page, and it says, ''Manage your Wi-Fi''. Wi where there's a second button. It says, set up a new Wi-Fi network. So I'm gonna click manage my Wi-Fi, I'm gonna try to sign in. Log in. Okay. This is crazy. It's taking oh, here we go. Here we go. Again. Um, so the app is working. Okay, I'm on the app, it's open. I see my four nodes. 28 devices and four nodes. And then on the webpage on device though, so I have I do see four nodes on the app and on the web page I'm waiting for it to develop the device list. Okay, on the laptop device list, I see all four nodes and on the app I see all four nodes. [silence] Hello man. Okay. I have four nodes on the laptop and I have four nodes on my app.
61:00
Speaker 1
Okay. Awesome. We're good to go. I appreciate you and all your patience. Thank you for your time. Yes, ma'am. Thank you very much. Thank you for your help.
66:00
Speaker 2
Okay. Do you want me to stay on the line while you do that, sir or are we good to go? Okay. Thank you so much. Thank you so much for your time and cooperation, sir. Anyway, sir, if you need further assistance, just call us back. We're up until 9:00 p.m. and just provide your email address for us to pull up your record. You're welcome, sir. Have a good day and please stay safe.
66:00