Speaker 1
hi Gerald my name is Mason my last name is in I did call this this while ago about the the router because first of all I had been prob about the router
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.linksus.com. [silence] Please have your device serial number ready. [silence] For assistance, press one now. [silence] For out of warranty products, paid support may be available depending on your issue. [silence] Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. [silence] For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. My name is Mr. Gerold Vanhaute. [silence]
00:00
Speaker 1
home with connecting with my garage opener and we did try everything on it and when Aladdin told me to reach my my Wi-Fi my personal Wi-Fi into their Wi-Fi and then it didn't come back on I cannot put back my Wi-Fi back again on my iPad and then just called Apple you know to to put it back in and Apple did try to do my hotspot and it works on my on my iPad but he asked me to turn off the Wi-Fi from my phone then I cannot sign in on my on my iPhone but but fortunately I I able to do that back by scanning the barcode now when I tried now I just finished talk to uh talk to the uh garage door opener Aladdin and he helped me I changed only change the Wi-Fi and hotspot on my iPad I gifted to you and then asked me to turn off the Wi-Fi hotspot on my phone then signed out from my phone and after turn on my phone I cannot sign in on my phone then he asked me to make sure that the password is stable OK, I'm gonna let aladdin OK to set up again the Wi-Fi for my garage opener it still didn't work and when I go to link see on my app I try to uh look at the app see what's going on but I cannot sign in. I put in the password in my email and my password it says that I have the wrong password but I put the password exactly the same as where the where the router is. Can you help me verify why I cannot I cannot sign in on my own router? Yes ma'am. Yes. Um it's just hard to accept the password.
01:00
Speaker 2
Sign into the linksys app. are you trying to log into your linksys app? Hmm. Okay. one sec.
02:00
Speaker 1
to on the on my uh garage opener I even tried to do it on my iPhone uh iPad it don't the only option that ended up work when I scan your uh your QR code and then it works so that's why I kind of look very confused see what exactly why why is it happening yes yes it's connected to my wife Wi-Fi right now okay [silence] [silence]
03:00
Speaker 2
But you're still connected to the Wi-Fi right now, right? Alright. Open your Linksys app. If you have it open, close it first, and then reopen it.
03:00
Speaker 1
Just bear with me, sir. Okay? I'm that I'm not very good on this uh this kind of technology. [silence] Oh, I I'm here in the Linksys up. Now they're asking me uh email or router password. Which one you want? Uh router password. Okay. That now I'm gonna your it already stays to your previous entered and an incorrect password. Remaining attempt three, number three. Now I'm gonna try. Again your [silence] [sound of struggle] you're here and they
04:00
Speaker 2
but master select router password reset password no do not try any more or you might get locked this reset password it'll ask for a recovery key and recovery key of that you can get at the bottom of the unit itself there's a recovery key number there
04:00
Speaker 1
OK. is that what you want me to do? Reset password, sir? OK. Reset password. OK. Now it shows name, link, you said password, ABC. D. EFG one, two, I. Is that what the one that you want me to do? Yes, but there's no number. Yes, I push the recovery key and that's one, two, three, four up to zero show up, but I don't know what is the recovery key.
05:00
Speaker 2
yeah reset password and then enter the recovery key it will not affect your Wi-Fi password it's a different password the it's at sample where you get the the recovery key so the recovery key again is at the bottom of the unit itself there is a recovery key
05:00
Speaker 1
Enter the transcript for the Left channel audio below:
06:00
Speaker 2
no hold on you lost for that I think we're not using bridge so after you reset your click reset password right okay what what is it asking you now so go to your router to router take a look at the bottom of that at the bottom part there is a recovery key it says recovery key
06:00
Speaker 1
Okay. Okay. Now it says, enter new password, should I put in, huh. the original, the original. you said, the original password? Okay. Okay. Okay. Okay. Okay
07:00
Speaker 2
Yes, continue. Create a new admin password. I'm just saying, create a new admin password. No, not the original password. Create a new admin password but that again is not a Wi-Fi password so it will not affect your Wi-Fi password. It's your login password to the app.
07:00
Speaker 1
So, uh oh. Why you don't let me do the password? Okay, hold on.
08:00
Speaker 2
Are you trying to create a new admin password? Alright.
08:00
Speaker 1
Your hint can contain your password, what does that mean? Oh, okay. Okay.
09:00
Speaker 2
Correct, so you cannot use the hint as your password because it's just a hint for you to remember the password. The second box, you don't need to fill it out. Just erase that or something will remind you the password. That's the purpose of the hint. It cannot be the same as your password. Hm. Optional, you can skip that part. Hm.
09:00
Speaker 1
Getting routing setting. Okay. uh... it shows that I have 13 devices, 5 notes. I have my iPhone that's on, iPad, my uh... printer and my uh... iPad that is on. So Family Time off, Guest Network off, Share Wi-Fi, Internet show question mark, Linky. Uh, Link Up. What should I do next? A
10:00
Speaker 2
able to log you now You're in the dashboard now.
10:00
Speaker 1
Yes. Yes, this is what what shows in front of me on my phone. I want to see if see if why why the password don't work on me? that I cannot sign in on a regular basic. Yes sir. Okay. Setting. Okay. Okay. Yeah, the Wi-Fi setting is big
11:00
Speaker 2
Correct. So that's it. You are now logging to your Linksys app. So what do you what do you need to do with that? The password did not is your phone iPhone? Okay. Can you go to your phone settings? And go to the Wi-Fi settings. And you do you see the right your phone is connected to a network.
11:00
Speaker 1
Yes, but it's linking to. It's linked to. Yes, yes. Yes. Okay. Okay. And, hmm. Yes. The the password, that is on my phone, it's the password from the unit, the Linksys unit. It's on, on what? On the Wi-Fi?
12:00
Speaker 2
Work, right? And beside the name of the network, there's a circle, inside the circle, there's a letter I. Right? It's a blue circle with an I inside. Press that. and then you see the dot, dot, dot, dot, dot. Press that and it will ask you for your phone password, enter your phone password. No, it is asking you to enter your phone password or your pin codes or face ID, something like that. Your phone password, not the Wi-Fi password. or do you see now The Password? Yeah.
12:00
Speaker 1
I can see the I can see I can see okay so, Wi-Fi right now what I can see is Link C 00140 and you ask me to press the i the circle i right Okay now what I what I see is auto join password low data mode is off private Wi-Fi address fix. Limit IP address tracking is on uh What else do you need uh configuration automatic ID IP address subnet mask [silence] You have the password.
13:00
Speaker 2
... this is it. Correct. Yeah. And um... ... ... ... ... ... Cut you. I'm sorry to cut you up. Scroll up and go, go to, I mean you see the password is encrypted, right? There's a dot, dot dot, dot, correct? Yeah, it's encrypted. You just need to press that.
13:00
Speaker 2
Top on that. What do you see after your top that. Correct. That- that should be the password and that password should work. Your other devices are working fine using the password so I don't see any problem with the password. So you- you can try- you can try that password to connect your devices. You can screenshot that, just so you can have a reference on what- what is a password. Or you can just always go to your phone. Okay. Cool. So Oh. I I
14:00
Speaker 1
Yeah, it's all the same. I only use at the very beginning on a setting, I didn't do any any new password. I always just keep the the same password, whatever the under the unit, under the unit password that is all I use.
15:00
Speaker 2
I see what you mean now so um the reason for that is that E-mail Router password i mean E-mail and the password of that E-mail and then the router password and the Wi-Fi password are totally different things so with regard to the E-mail you have to create an account that is your account it'll ask you for your account password that also will have a different password unless you make them the same all the same now with regard to the router password that also a different password so you may have entered the wrong password to that assuming that it's the Wi-Fi password that you're um using that it's not that's not gonna work unless you make them the same [silence] So if that's if that's the case if you did not change any of your passwords but you still you entered the wrong password it's gonna still come up as an error so [silence] so if you use so again they have different password so for router the basic password of that the word me on that is the default password for Wi-Fi password the Wi-Fi password is written at the bottom of your router bottom part it's a Wi-Fi password now your account password will also have a different password and you need to create that it's not the same as your Wi-Fi password or even your router password [silence] there's a really [silence] now even if you you create a password right now to your email you cannot link your account to the router because the [silence] the cloud service has been discontinued so you can no longer login using your email [silence] or create a new account using your email [silence] however you can still log in using your local ad access which is your admin password which is exactly the same thing.
15:00
Speaker 1
Okay. Now I have a question because I will, the original problem, what I have is, is to set up my uh garage opener. That is started, started the problem. I lost connection on my on the wi-fi and I've been talking to Aladdin so many times for troubleshooting but it just don't connect. It just don't connect the the wi-fi. The wi-fi to the to the to the unit. To the garage opener unit. That's how we've been getting a problem with that? The the brand of the garage opener is Jeannie, and then the app is Aladdin. So we've been trying it so many time. So every time when when the unit asked for the password for for the internet for Linksys, every time when I put it there, it kicked me out. It don't it don't received anything on it. It's not getting program on it. And even though let's say so, it happened to me also few hours ago that I lost connection with the Wi-Fi with my iPad and iPhone. And when I tried to key in the Wi-Fi for the password for the Linksys, it says I'm putting a wrong password. But it I now I found it at It helps when I scan your QR code, instead of keying in the password, I scan the QR code on my iPad and my iPhone. Then the internet kicks in. And there's no, there's no other way that I can scan the QR code from LENSI to my Genie garage opener. It just don't take the password. And when the, when I talk to the, the lady, she says, yes it's, it's a good unit, but maybe it just sending the wrong signal. Do you, you think you will be able to find out, see what exactly wrong why I cannot put the password for my garage opener that is not receiving the password. Okay. What do you want me to do to set up the... Okay. Okay, let me step out of my garage real quick.
17:00
Speaker 2
I can for sure answer you question I mean answer your questions regarding your Wi-Fi but this is the garage opener and I'm not a spec with that that's out of my thing. Regarding with how to solve that we can maybe try some few steps but I'm not again spec with that. So might have I don't know. Uh let's let's figure out one sec. Just trying to because your your your other devices are working fine. They can connect. I don't see a reason why your Um garage opener can connect to the Wi-Fi and telling you incorrect password. Yug yug how about you try it now so we can see. Um but just connect your garage opener. Yeah set up your garage opener.
20:00
Speaker 1
Thank you for trying to help. [silence] I've been talking to- uh. [silence] So what I'm going to do is I'm going to go to the app. Yeah, now it says join. [silence] Try to join the connection. It says connecting. Verify connecting. But I'm having problems looking for the available Wi-Fi network. This the one that the unit it's not. up getting it. I think so, yeah. Because it says connecting, verify connection. It just says, "looking for available Wi-Fi network." So, I'm not sure, see, if the router has the problem, it's not getting out there or it's not connecting to the to the garage opener.
21:00
Speaker 2
So now I think I understand. So you're saying that your garage opener cannot see the Wi-Fi? I thought it's just not connecting because of the password. So it's not really seeing the Wi-Fi? Well, Okay, one sec. Hold on.
22:00
Speaker 1
which one? the model? yes, let me go get him. okay. [silence] [silence]
23:00
Speaker 2
What's the model number of your garage opener? Do you happen to know? or can you see it? I need to know your garage opener model. Yeah, you have the model? I'm not sure. Okay. Sure.
23:00
Speaker 1
All I have is I have the manual left over, but I have the serial number. You know, doesn't say the model number.
24:00
Speaker 2
Okay, so I think the problem it's okay, we can try this
24:00
Speaker 1
okay yeah I've been but I've been using been using it a year now and I don't see any problem with that you mean to say mine is 2.7
25:00
Speaker 2
Or maybe you can contact them first, the manufacturer of that garage opener, to ask what they can do with this. Because I'm thinking that your garage opener only support 2.4 gigahertz, whereas your links of sprayer right now is probably on combine network, which has 2.4 and 5 gigahertz currently combined. And probably your garage opener does not support that. then then again, I am not expert with that. So, regarding the specs of that, we need to ask them on a pressure on whether it's compatible to five or two gigahertz, but I'm thinking it's just compatible to 2.4 gigahertz. Normally, for garage opener, just uses 2.4
25:00
Speaker 1
speaking, speaking, speaking, speaking, speaking, speaking, speaking, speaking, speaking, speaking, speaking, speaking, speaking, no, just only yesterday, all of a sudden, it just lost connection, lost connection, on the Wi-Fi, I even sat, oh, I can reboot it again, I can reprogram it again, it turned out, turned out, I'm having a very hard time, I've been talking to everybody the whole day until until right now to you, Spectrum, Apple, Genie, and you, yeah, I think I talked to Lindsay this is the second time now, so, what do you think I should do, should I, should I buy another router, or,
26:00
Speaker 2
No you got 400 and 5 gigahertz and this is a mesh router so it's probably combined right now. So you're saying that you you've been using this one for a year now? Is there any recent changes you have made? [silence] right. [silence] I mean I mean sure you you can get in the.
26:00
Speaker 1
also about the router only use 2.4, not [silence] not 2.4. Okay. so [silence] so you mean that, that my garage opener only support [silence] what?
27:00
Speaker 2
upgraded or upgraded router, that's up to you. But I think it's still gonna have the same problem. [silence] I'm just thinking again, it's probably that your garage opener only support 2.4. If you want to try [silence] The reason why I'm thinking that is that your you're saying that it's it's not seeing the Wi-Fi. So it cannot see the Wi-Fi. That tells us that it's probably only use 2.4 network. [silence] No, it's the other way around. [silence] 2.4G network band. Do you want to try to change the settings of your router? It's worth a try.
27:00
Speaker 1
Yeah, if we, yeah, if we can, uh, can you, can you show me how to uh, okay. Okay, okay, I, I'd always have to download your app first on my, on my iPad, cause I only have Linksys on my phone. Okay, so, okay, okay, now I'm here. Safari, uh, with my iPad.
28:00
Speaker 2
We can. I'll walk you through how to do it. It requires a bigger screen, so if you have laptop, much better, or iPad. Yes. The option we're going to access, it's not available in your linear app, so we need a water screen, bigger screen. No need to download the app. We're going to access it using the web browser. Or, we'll use Google Chrome Safari. Okay. Go to
28:00
Speaker 1
Okay. Say it again, I'm sorry. [growling] Myron. Okay. info.com. All right. It's going there now. Checking for internet internet connected. Welcome, enter your router password to proceed. So the router I'm going to put in is the router for [silence]
29:00
Speaker 2
MyRouter.info. MyRouter.Info, all one word. Mmm. No, My, MyRouter.info. Your Router. Yeah, myRouter.info for Info. Oh, no, just MyRouter.info and then enter.
29:00
Speaker 1
from the from the unit right
30:00
Speaker 2
No, it's the one you created just five minutes ago. Forgot. it's around five minutes. So yeah. So the one you just created where you said that you can't use "hint" as your password. That's a password that's asking. [silence]
30:00
Speaker 1
Sorry, hold on a minute. [silence] Okay. [silence] Turn on the guest network to create a separate Wi-Fi network and a guest that may may maintain the privacy of your main network. Do you want me to turn that one on? Yeah night mode night mode. No. No No. Okay saving changes. Okay saving changes. Okay saving changes. Okay saving changes. Okay saving changes. Okay saving changes. Okay saving changes. So this new password what is this for? This one. Okay. Okay.
31:00
Speaker 2
Oh no. I mean, do you want it turn on? If yes, yes. Uh, leave it on. [silence] No. Yeah. Skip that. Just next. It's for you to log into the app or the web browser setting. It's for your settings password, not the Wi-Fi.
32:00
Speaker 1
Okay, it just says link C-C-00-140 is ready and then finish. Should I put the finish? Okay. All right. To uh configure advanced settings My router dot info on the desktop computer add more node to add. Technically, I have four nodes. That is working. No. Yeah, no more no more nodes to add. Why? That's what I'm going to do. It won't let me go to the next screen. It just says, enjoy your wifi. To configure advanced settings, please visit www dot myroter dot Org and then enter the username and password in section four. You'll reach the website and continue.
33:00
Speaker 2
finish it yes oh just next if that's okay yes
33:00
Speaker 1
That info on the desktop computer. Did more not to add. I'm sorry. OK. Yes, it's on now. All right. So sign. Uh, it says Linksys smart Wi-fi, sign in, log into your router password. So Andrew.
34:00
Speaker 2
Uh-huh. Yeah. do that go to my router that info you can open a new tab click it you can close the tab and open a new tab. okay. what do you see? okay? Enter my password.
34:00
Speaker 1
Sign in. It says incorrect password. no on which pass for you want me to put them from the router, right? on that that I deleted. Okay, all right you're still waiting.
35:00
Speaker 2
Yeah, sign in. Are you typing in the one the password that you just changed? I mean, you created. Oh, no, not that password. It will not work. It's a password that you just created, uh, uh two minutes ago. Hmm.
35:00
Speaker 1
All right, now I see device list, guest access, parental controls, priority, speed check, connectivity, troubleshooting, Wi-Fi settings, security. Lower bottom, yeah, this, it didn't give me all the way bottom. The only thing I can see on the right side is network status, linkchy home networking, Wi-Fi settings, guest access, device list, parental controls, and priority? That's all I see.
36:00
Speaker 2
Okay, scroll down all the way to the very bottom at the bottom lower right corner of the screen. You will see a letter C A C A. Click that. Like all the way to the bottom. Yeah.
36:00
Speaker 2
wait, it's not clickable. Oh okay, okay. Okay. I'm sorry, I cut you off. Uh just go to the left hand side under router settings, you'll see Wi-Fi settings, click that. [silence] let me ask you a quick question. The 2.4 and 5 gigahertz, they're the same name right? X- at same password.
38:00
Speaker 1
yes on what on doing a two-point I Okay.
39:00
Speaker 2
Okay, so here's what we're going to do. So we're going to name the 2.4 different from the 5 GHz. So let's say at the end of the 2.4 you can do underscore 2.4 GHz. But the problem is that all devices that are connected to this 2.4 lose their connection until you connect them back manually because it's a new name. They don't recognize that name. You have to connect them manually. So that's what we're going to do. But I just want to know do you agree with this? Because no, changing the Wi-Fi name, yeah, changing the Wi-Fi name of the 2.4 will probably disconnect your devices that are connected to the 2.4. Because again, it's a new name. They don't recognize it.
39:00
Speaker 1
The 2.4 and the 5G with a with a new password, is that what you mean? Okay. Yeah. Is it gonna help? Do you think it's gonna help for the 2.4 for everything or? My my question is, I thought that the the 2.4 is for everything with one password, is that correct?
40:00
Speaker 2
no that's new password new name well the 24 for name let's say your name so model two point for that that's the rule you know that it's the two for the reason is that you identify which one is rich as long as you understand we can proceed you understand right yes go ahead
40:00
Speaker 1
Okay. For all my network's running right now, all my connection on my Wi-Fi is using 2.4. Is that correct? Okay.
41:00
Speaker 2
Wait a, I'm confused. Sorry, one more time. No the, the connection right now uh is that the 2.4 GHz and the 5 GHz combine. So, oh, it should be auto connect, however, not all devices support mixed mixed Wi-Fi or mixed mode network. The reason why I think it's gonna help, because manufacturer of the garage opener uh probably skipped the 5 GHz because the the they don't prioritize um the 5 GHz because the the garage opener only use little data. So that, that I think is the problem. It does not recognize the yeah.
41:00
Speaker 1
OK. No, no, no, no. I, which, you know, you know more than me and I just want to be be more more specific so I won't get lost in the future that, you know, what what I'm going to do? What about if I see that there's a 5G? Should we also change that? Which one is bigger? Which one is smaller? So the 2.4 is smaller, right? OK.
42:00
Speaker 2
I won't say it's smaller what I would say is that the 2.4 gigahertz has wider range compared to 5 gigahertz but the speed of the 2.4 is not as fast as the 5 gigahertz so if you wanna fast if you wanna have fast connection or internet connect to a 5 gigahertz but since it's combined right now it auto connects to 5 gigahertz and it always does prioritize [silence]
42:00
Speaker 1
What's up? Okay. Yeah, we gotta, yeah, we can do that. To have the 2.4 to the garage opener. Okay. Yes, yes. So you want me to click on a 2.4? Okay. And the one go, it says password.
43:00
Speaker 2
For those devices, I would say support mixed mode or mixed network. You want to do that? All right, cool. We'll see if that's going to work. If it doesn't work, we'll just going to set it back to original. I mean, it's worth a try, right? All right, cool. Just, um, sorry. Yeah, click the 2-4 Wi-Fi name and then just put something that will make it different from the 5 gigahertz. Just anything. The password with just name, just name, actually, I would suggest make it the same so that you won't be.
43:00
Speaker 1
Okay, okay. So, so the 2.4 Wi-Fi is, uh, the same password with the router. I'm looking it right now, yeah, it's the same password for the 5G XG, okay, so what you want me to do? The Wi-Fi, think. Okay. Okay, so I'm gonna take away the link to your name. person.
44:00
Speaker 2
Confused on what's the password of that that that. network, so just leave it like that. So did you name the 2.4? or are you trying to rename? We need the 2.4 as to be a different name. Yeah, the WIFI name of the 2.4 gigahertz, we need that to be different from the 5 gigahertz. Yeah, you can do that or just put underscore 2.4 gigahertz. or just 2.4 network or just your name then 2.4. Whatever you want for that name.
44:00
Speaker 1
for the Wi-Fi name. It said, OK, if I put down Linksys L, LCS dash 0 0 1 4 or 2.4. OK. All right. OK. Yes, I just add up 2.4 for the Wi-Fi name. You're updating your Wi-Fi settings. I say yes, right? Applying change. Your router is applying change. This action is perform may cause device to temporarily lost connection. It may take a few minutes
45:00
Speaker 2
Yes, correct. As long as you can recognize that, what you're looking for, well, good. That's all, that's all which we need. Yeah, that's okay. All right. Then click, perfect, click apply. Yeah.
45:00
Speaker 1
Please wait until the operation is completed. Okay. Okay. So I'm going to go back to my router. Uh, go back to my. Okay.
46:00
Speaker 2
Okay. Okay, yeah, that's okay. All right, all right. Now, go to your app and try to set up again the garage opener. it see that that's going to all right see that's going to work. Let's see. Let's see.
46:00
Speaker 1
[DOWNWEIGHT] they say stop my information. What I normally do is yeah, because I have to push the button to make it to make it set up. Yeah, contra chip until the blue light is on. Give me a minute. It's still blinking, blinking different different color. Until until it becomes solid green a solid blue All right. Please hold on. Now I press the configuration. Now it says connecting. Good. Verifying connection. Good. Still looking for... Available Wi-Fi network. [silence] Yeah it's still looking for... Available Wi-Fi network. Yeah at least the one I'm getting problem is though the I even asked the glass opener people, I said, do you think the unit is the one have the problem? The connecting sensor is the I don't think so. It just happened yesterday, but and now he tried to blame it maybe on my internet, my router, my I'm sorry, I said, how many routermor do I have? I only have one linksys, but I have four nose. That I put it up there for my room to expand. So, oh, I'm here in the garage. The main, the main unit is in my basement. The basement, the basement and the garage is just right next to me.
47:00
Speaker 2
How many links does brother have in total? How many links does he have? Yeah. Got it. What's the closest? I mean, what's the distance of the closest node to you right now?
50:00
Speaker 1
[silence] Yeah, yeah, yeah. The main the main unit the main unit the main unit is in the basement. And I have four nodes upstairs. It's the main unit, maybe about 6 ft away from the main to the to the garage. Yes, the uh, yeah. I just I would just
51:00
Speaker 2
I'm sorry, so there is a basement tower, like a basement node? Okay. So you're in Berlin. Okay. So, the closest here to you right now. But which node is the closest to you right now? So it shouldn't be a problem. So right, and you also mentioned that, okay. So. Let's say, okay,
51:00
Speaker 1
Uh-huh. I just don't know why it's not connecting. That's why I kept telling them, it might be the sensor. Uh-huh. I don't think it's a sensor. Yes. Yes. Yes. Yes. It just all of a sudden last night just cut off. Just last night. No, I did, I didn't, I didn't do anything. I said, oh, it's a easy fix. I got, all I got to do, I just gonna, I just gonna reprogram it, run it back.
52:00
Speaker 2
u console goes here. But what's so strange is that your other devices are working fine. They are able to connect, but only the garage opener is not working. So if the router is a problem, other devices should be affected, too. Especially, you mentioned that you have been using that one for a year now. Maybe. Uh, right. Did something happen last night? Did you, like, change a setting or configuration?
52:00
Speaker 1
to reconnect the Wi-Fi, stuff like that. And unfortunately, it didn't work. Last night. So I ended up this morning, start calling, calling Geniality, you know, tell tell them about the issue and then they tried to work on it. Telling me what to do on how to reset everything. I did reset everything already. I even unplug the unit just to reboot it or something like that. And by the time when they try to work on it, they still didn't work. So then you're gonna say, well, it might be your uh, your internet provider. And when I call the internet provider, which is spectrum, they look at the unit, they ask me to reboot the home machine, stuff like that. I even reboot the router. And nothing happened. And then, and then uh, the, the spectrum taught me since because I lost the, the the Wi-Fi from my iPad then they told me to go to Apple Apple to turn on the Wi-Fi on my iPad. But when I when we try to when I try to put it in the Wi-Fi using the the password underneath the unit of the linksys, it don't work. It don't accept. that I cannot I cannot sign in. So what I did finally what I did is I scanned the QR code from the original original packet from Linksys. Then it catches in. Instead of plugging it plugging plugging into the the phone. I scanned it. It worked. The iPad and the phone I used the scanner instead of plugging uh manually. I plug it manually, it says incorrect password. Then now I'm having I think I'm having problem with Lindsay. I then when I call Lindsay, Lindsay said I don't see any problem. I may keep trying right now to uh to reprogram the garage. We're talking, it's still not connecting. Yes, I did. I did it uh so many times. Yeah, I've done it so many times to reset it.
53:00
Speaker 2
right because so far we don't really see any problem with your router but but again I could be wrong I just I'm just not sure because we're not access with the garage opener how do we solve this well I'm thinking so have you tried resetting it or have you done that like hard reset on your garage opener
55:00
Speaker 1
So, when they when when when they ask the password, uh still going to give the Lindsay password, right? Yeah. Yeah, that's the one that they're not accepting it. Okay.
56:00
Speaker 2
Yes, links is password, the one at the bottom of the unit, that's the Wi-Fi password, we did not change that. But Wait, do you want to disconnect your phone and try to connect to the Wi-Fi? just to see if that password will I think it will work, but but yeah, do you want to try to disconnect your phone from the Wi-Fi and reconnect? And just to try the password. Do you want to do that?
56:00
Speaker 1
Yeah. Disconnect Wi-Fi? OK. nothing going on. yeah Which Wi-Fi do you want me to put? Delainsey?
57:00
Speaker 2
Okay. So go to your phone settings, Wi-Fi settings and disconnect from the Wi-Fi. Disconnect. Yes. [silence] Is your phone now disconnected from the Wi-Fi? [silence] Okay, find the Wi-Fi name, your Wi-Fi and then connect to that, enter the password. It should work. [silence] Well just the regular [silence]
57:00
Speaker 1
Unable to join. Unable to join the network Linksys 001402.4. No. The password that I put in is the one that the new password right?
58:00
Speaker 2
Yes, two point four. That's weird. it did not change the password, correct?
58:00
Speaker 1
The one behind, the one behind the the the unit. Okay. Okay. I put the new the new the new one. That's why. Okay. Okay. Let me do it again. Okay. Sorry.
59:00
Speaker 2
Oh, no, not the new one, the old password. Wait, you're told, yeah, correct. Yeah. Oh, okay. That's, okay.
59:00
Speaker 1
Looking for available Wi-Fi again. But this time he didn't ask for a password. Hold on. Let me let me just keep keep giving me the one that oh All right. Let me let me oh All right. Now I'm going to put down the passwords. unable to join the network put down the yeah the link key 2.4 let me do it again put the password the original password right? the one under the under the unit there's a yeah there's a default password there's Ok Google then there's [silence] Google under 2.4 yeah there's a this Apple device there's a yeah Rose X you can continue struggling yes unable to join the network publicity. Do you think it could be the unit? it have a problem the sensor Yeah [silence] uh [ silence] cuz I had to [ silence] uh, yeah. [ silence] [ silence] Yeah. [ silence] heh [ silence] Yeah, [ silence] heh [ silence] I got 140 came on [ silence] so, [ silence] I downloaded it already, and I got Link 2.4 installed, and [ silence] all the phone [ silence] the passwords on it [ silence] uh, all the [ silence] power's it [ silence] and if you hide it [ silence] in cameras, and you see if it, [ silence] eh [ silence] you could use it with the [ silence] uh [ silence] I just said one user connected the G [silence] and [ silence] uh, yeah. [ silence] two users? [silence] [silence] only two people [silence] people connected to you [silence] [silence] I don't have a book on it [silence] [silence] unless I own it [silence] [silence] you got it [Silence] [silence] hey who's that? [silence] [silence] enjoying it
60:00
Speaker 2
So, what's your problem? What about your the phone that's still connected to Wi-Fi?
64:00
Speaker 2
So just to verify all the devices are connected to Wi-Fi except for your garage opener, right? Okay. Can I ask how did you reset your garage opener? [silence]
65:00
Speaker 1
And then the first thing it shows, my door offline, status unknown. So what they told me is, "Click the tab for more information." So when I click the tab for more information, and then that's the time they said "Turn off the power of the garage door opener, and retrofit kit, and then turned it back on." After the power cycle, if the Wi-Fi connectivity light is still red, then tap here. Configuration Wi-Fi. After your power cycle, if the Wi-Fi connectivity light is blinking green, check the Wi-Fi router and it is connected to the internet, if it is. Check out the frequent ask. But for the for doing that they told me to push push the unit to be to have a blue light and then push the configured Wi-Fi so every time when I do that and then when it come down to the end it says everything connect but when it come down to the to the unit it's still looking for the unit that's what I had been trouble with it because when it's only there is a blue light the next step that I'm gonna do with the app it ask me good Wi-Fi signal in garage I say yes and then Wi-Fi network name s s I ID, I say yes. Now, it's a solid blue, there, now I'm gonna put it as a LED solid blue, and then they're asking me, they're asking me to join to another one, different uh Wi-Fi. It just kept, keep going to the one that they they gave me the Wi-Fi. How can I put that away? I already took out from my uh from my Wi-Fi the one that they gave me. From uh I even I even say I even tried to disconnect this one the day, the one that they gave me. Okay. I I put forget this network, the one that they gave me. I'm gonna, I'm gonna do the 2.4. Yeah, they just keep giving me the one that gave me the G-O-D-C-N-T-I that come from the, uh, from them. And that's the one that's only keep, keep going to that. I even say, forget this network. I'm gonna turn off the auto join. Let me see, see how it works. All right, so now I'm gonna put the here, come back on again. So it turns out that for the garage door, that is the the the website they gave me, keep using that. Let me try it again on the, yeah the 2.4 it don't go in.
66:00
Speaker 2
No... [silence] That's when you... Is it on your phone? Can't your phone... connect to the two point four?
71:00
Speaker 1
Yeah. You don't go into the, to the garage opener. You don't go to the garage opener. The one that goes to the garage opener is the one that they gave me. I tried to take that one away, but still it showing up. Keep showing up. Now, what I do is I turn off everything. I turn off the website that they gave me. I turn off the auto. I turn off the load low data mode. I turn off the limit IP address tracking.
72:00
Speaker 2
Okay, well, maybe you need to call the um how you not really sure though, because we tried to change the settings. It did not help. So um, don't know what to do. Like, with the garage opener, of course, I can help with that. [silence] Oh, so it's trying to connect to a different network. Is that what you're trying to say? Right. um ... Okay. and your phone can connect to that, right?
72:00
Speaker 1
the G-D-O-C-N-T-L-42-F-B-72. That's the one that is open. But even how I turn it off, it's still, this is the one that is available. But if I look at my phone. On the Wi-Fi, it says Lindsay. But it's locked. The pop-lock, get a pop-lock on it. Okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay.
75:00
Speaker 2
Right, because he has a password. So, yeah, that's, that's, uh, um, I'm actually lost. So, what to do right now? Again, your router is working. You don't see any problem with that. So, how about you give them a call back, like ask them what to do with this. [silence]
75:00
Speaker 1
Well, I know you heard this. Yes. Yeah, can you send it to my email? Okay. Okay. So, so far, I'm looking at my Wi-Fi right now. The availability is the links 00140 get a padlock on it. The fiber optic, I think that is from my neighbor that comes to my phone. And I also have the links 2.4, which you get to padlock. And the one that
76:00
Speaker 2
but I'll give you a ticket number so that I'm so sorry what's a what I'm sure sure I'll send it your email so that you can have like a case reference number so whenever you call back they will see what we have done and you don't need to repeat yourself I've documented everything just ask them what to adjust on the router maybe we need to do we need to adjust some settings on the router we're just not sure on what to do because we're not expert with garage opener
76:00
Speaker 1
No part lock have a Wi-Fi on it is the G-DO-CNTI-42FB 72. So is that mean this is the one that that runs run running my Wi-Fi now? This website, uh, this, this, uh, Wi-Fi that they gave me from from the unit from the garage unit, the G-D-O-C-N, this the one that have a a Wi-Fi signal. But for the Linksys, get a Wi-Fi signal and a path lock on both of them. I think that's why. Uh-huh. So what? So right now, I'm using the Linksys in.
77:00
Speaker 2
Sorry, I'm not sure what do you mean by that. Hmm, sorry, that... Yeah, that's the Wi-Fi of your Lenovo laptop, because it has a padlock because it doesn't have that...
77:00
Speaker 1
Okay. Yeah, I have the, I have the password automatic, it's already joined. Yeah, it's already joined for the password, it shows the the one that exactly where I had on the original, the bottom of the the router.
78:00
Speaker 2
yes I if you if you want you can just type the the name of the Linksys and if if it's asking you for a password just enter the password it should be good okay one second let me check something Hello there, thank you so much for being patient waiting on the line. So, you want to access your Robinhood account using a voice recognition, but we can do this, but you need to elevate this to our advanced specialistAnd how would you like that to be done? He can either give you a call back or use a call back form. Hmm.
78:00
Speaker 1
Okay. I, I, I appreciate all of thank you for your patient also for helping me out. It didn't work, but we do try. Okay. Thank you so much, sir. Okay, you too. Thank you. Okay. Bye bye.
81:00
Speaker 2
But I appreciate your patience with this one. Right, you're very much welcome and again, give us a call back once it's confirmed. Thank you, have a good one, very much welcome, very much welcome. Okay, bye.
81:00