V2 Rubric Detail — bb0474f6-7ff3-11f1-8…

Welcome to Lynxis 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 Lynxis. This is Larry. Is this your first time calling? All right, since your first time to call, I'm going to create a record for you. May I have your first name, please? Can you spell it for me, please? All right. L-A-U-R-I-E. How about your last name, ma'am? Uh, L-E-E. Is that right? Okay. Thank you.

And your, uh, [silence] email address, please. Okay, let me verify [silence] if I got it correctly. Um, [silence] is it choclete [silence] with a double T, [silence] 1995 [silence] @yahoo.com. [silence] Yeah. Okay. Thank you. And uh, your phone [silence] number, please. [silence] Okay, thank you. That's [silence] 909 8 [silence] 006600. Okay, thank you. And uh, [silence] yeah, I think I have [silence] all the [silence] information uh [silence] that I needed [silence] for me to create a record [silence] for you. We'll start [silence] with [silence] the [silence] date on [silence]. [silence]

again with your uh the model number and the serial number of the Lynx says device that you are you're calling about. MR 6 3 5 0 and how about the serial number please? Okay, let me verify. If I got it correctly, I might need to spell it phonetically. That is 3 four N Nancy 1 0 M Mary 2 1 P Peter 0 6 5 0 3.

B, uh, being Bayer, 06503, is that right? All right, thank you. And, uh, for how long have you had the unit by the way? Three years, okay. Uh, let me see. Do you still remember from what store, you, you purchased the unit? It's okay. And, uh, who is your internet service provider, by the way? Spectre, okay. Um, let me see. How many, uh, units do we have? How many MR6350 do we have? Just one. Okay. Thank you. And, uh, yeah, how could we assist you today? Well, what seems to be the problem?

Okay. I see. No internet connection, okay. Well, there is various factors as to why we lose internet connection, especially coming from the router, for example, and you've already contacted spectrum, verify that their modem is okay, the connection on their end is okay. Uh, there could be something with the communication between the router and the modem that we need to check. I'll be asking you a couple of questions and these questions will help me uh gauge how we approach uh the current situation that we have, okay? All right. First, when did you experience the issue? Just today. So, uh, it is.

I believe it's okay to assume that it was working, working before. It happened today. And when it happened, did you notice a change or yeah, a change on the the Lynx light? Usually the, the Lynx router has a status light, usually on top or in front for this particular model. Okay. Is it solid or is it blinking? solid purple. Alright. Solid purple is actually an LED indicating that the router has been reset or it's back on its default state. Have you by any chance pressed the reset button located at the back, the tiny red reset button? Okay. How many, how many uh how how long have you held the reset

Reset button, by the way. 5 seconds. Okay. Uh well yeah, so, um, yeah, we uh, can assume that uh it has been reset successfully since we have a default light at this point. We may have to reconfigure that. Okay. Just so you know, uh let me set your expectation that uh this uh particular unit, uh, based on, uh, the warranty, uh, if it's already beyond three years, this is considered, um, out of warranty. All right. But don't worry, we can still assist you further, uh, in terms of troubleshooting. However, just in any case or worst case scenario, that we could no longer fix the unit with any troubleshooting, uh, replacement may no longer be feasible. And the unit is no longer, uh, is no longer being manufactured anyway. So yes, we can proceed from here. [silence]

A solid purple light indicates that there's a wireless computer connected to your link sys router nearby. Um it can be in another another room or in a vicinity. So, um but you have to be relatively closer to the Wi-Fi device to your link sys router. Okay. The type of computer, um hmm, or Mac, TV, we can only use it by detecting a Wi-Fi name, but in terms of re configuration, I think it would be very challenging for us to use the TV. Okay. If there is a computer, I would prefer, we would prefer to have the computer instead if (uh) if we have one. Sure. Sure. Sure. Uh, let me know if we're ready. Okay. Is the router or is the computer rather a Windows or a Mac computer? A Mac computer. Okay. If it's a Mac computer, can we check now if we are detecting the default Wi-Fi name of the Lincious router?

would like to check it on the Wi-Fi list. usually on the Mac computer, there is a Wi-Fi icon on the top right corner. You may have to click that make sure it's on so we see the list of Wi-Fi that is available. Uh, yes, sure. The default Wi-Fi name usually says Links. uh if if you want to double check you need to check underneath the Links router. You can you know, there is a sticker underneath. Yep, we'll be looking for that name and it would normally ask us for a password which is uh also located at the bottom. [silence]

that baby's cute. Okay, very good. Once it's connected, now, would like to check, uh, what IP address are we getting, uh, if we're connected to the wifi. So, on the Mac computer, would love to go to, uh, system preferences or settings. I'm not really a Mac user, but, uh, I remember this is the... way we can check that. Yeah, system settings, uh-huh. Go to network. Uh-huh. After network, go to Wi-Fi and then want to be looking for IP address.

Okay, very good. Uh, thank you for very very fine that IP address. Now, since we're good, we're getting a valid IP. We are ready to uh, pull up a browser and access uh, the user interface. For Mac computers, pretty much pretty sure, uh, there is Safari. Okay, please pull up Safari. Okay, once we pull up Safari, we type the IP address on the uh, the address bar. Let me know when you're ready. I'll give out or I'll give you the numbers, the IP address. Okay, so we'll type 192.

all right OK very good from here we're not going to do that okay since we're using a computer we cannot download the app anyway there is usually a photo okay two phone icons two phones icon on the left hand side you see that yes a picture of two phones okay I need you to click that double click that okay once you double click that you will be routed to a login page

Okay. Yes, but the router password, usually, if it's the default, it's admin. So, we'll type A-D-M-I-N, as admin. Invalid router password after we type admin. If you have a try to click reset. Okay. All right, that's good. So, if we're logged in successfully, I believe we are now in the login screen. [silence] Is there an option for us to click reset?

sage, it's links to Linksys Smart Wi-Fi tools we have, that, right? OK. First we need to look for this option or the link. It says C. A, it's very tiny. It's located on the at the bottom at the bottom right hand corner, C as in Charlie, A as in alpha. OK. Once you click that, it will disappear. That's what we want for us to auto-populate the advanced settings that we we need later on. Once it's clicked, we need to go to connectivity. It's under router settings. OK. Click connectivity. OK. Yes, very good. So we're on the connectivity page. I need you to look for D.

uh yeah the tab that says CA router setup uh Okay, uh please click CA router setup, all right? Okay, now from here after you click CA router setup, this is the uh portion uh that we can configure your wifi name and password. I believe you're pretty familiar of your wifi name and password. I need you to, uh please type it in, all right? Use the same wifi name, same password you had before so that your devices will just automatically reconnect once uh it's up and running. Okay? Uh once you

Type it in, make sure it's the same as what you had before and then once you're ready, it's it's already reviewed, you just need to click setup node, the button setup node. Yep. After you click that, the router will initiate a reboot. Sorry, go ahead. Okay. Uh, yeah, just simply hit okay, it will bring it back to the home page where you can see network status, which is uh the first one that we would check and also the light on the Lynxest router will be expecting it to be solid blue once it's already online. I see. Okay. I think that's uh that's normal.

[KEEP_UNCERTAIN] well because earlier we were connected to the lynx voice name which is a default and you configure it with the with a new name not necessarily new name because that's what your previous one uh you just need to look for the that Wi-Fi name okay I need you to tick check on the Wi-Fi icon on your computer and look for your Wi-Fi name and you need to connect to it [silence] my god

okay. okay once you're connected uh please go back to the Linksys page we want to check the network status all right please check on the network status uh on the home page it is usually beside Linksys home networking the network status shows the photo or the icon this device router and internet and uh.

Usually it says connected with both checks on, between the device, router and internet, with the green check. Okay, very good. It means that we're already online. I need you to double check on the router, uh, shouldn't be solid purple anymore, it should be showing solid blue, indicating it's online, up and running. Okay, very good. That's definitely one thing that we need to check. Uh, well, apparently network status says connected. Uh, we have the router back up and running with the solid blue. And, yeah, we're we're good. Uh, we're good from here. We regained the connection. Uh, we're not really sure what happened uh, as to why it had suddenly disrupted the internet. It could be some firmware.

Sure, it could be some, some inter, internet outages. It could also be uh, the modem updated on their end, the router was not able to, reconfigure accordingly, or cope up with the settings, I mean. And uh yeah, but uh, after all we we were able to recovery so. Yes, yes, Yes, Yes, Yes, definitely, especially if uh your devices are on wifi, that's that's mainly the reason why I asked you earlier to use the same wifi name and the same exact password you had before. All right, you're welcome uh Lori. Thank you again for calling Linksys. Is there anything else that I can assist you from here? All right, Thank you again for calling Linksys. This is Larry. You're welcome. [ silence ]

them stay safe be well goodbye for now bye