Speaker 1
Hello. I'm just on the phone with Linksys support. Oh, good.
00:00
Speaker 2
Welcome to Linksys 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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you.
00:00
Speaker 1
Progress. Two steps. Good. One step at a time. Hi there. Thank you for your help. I have a Lynxus match system which is just having a lot of problems and I've run out of troubleshooting options, so I'm calling in. [silence]
01:00
Speaker 2
Hi, thank you for calling likely systems technical support. My name is Dylan. How can I help you today? Hmm. Hmm. I need to check in a guest mm-hmm. I see. Sorry
01:00
Speaker 1
[silence] The notes are dropping repeatedly. Sometimes and I have one node in particular that will not come back online. It's always red. Connectivity seems to be exceptionally poor in certain areas of the house. Even though I'm connected and have full connection, it just doesn't work. And the whole system just seems to be going up and going down and nodes falling off and I can't seem to get it to work reliably.
02:00
Speaker 2
I'd be happy to hear about the trouble that you're having with our devices right now. Do you mind providing me with more information of the issues that you're encountering? Well, the just to make sure I got it right, sir, you've mentioned that your nodes are dropping, and one particular node specifically is having connectivity issues, correct? Yeah, that's correct. What you mentioned, it seems like a network issue to me. I'll help you troubleshoot a few things here. To start, may I know where you are located and what network interface are you using on this node? So it's a server with endpoint-64-169-213-8. And the idea, Jerry, if you could see this, this particular just dropped about a million packets for me. So in this case, it looks like a network issue. What I'd like to do next is just to check the network interface on this server first. Let me guide you through with checking the network communication slippage. Hmm.
02:00
Speaker 1
flow or none yeah I do I do have it up on my on the app if there's something I can give you to you more information I'm happy to do that no I think it's been quite a while though since I called Ben lock L-o-C-K-E email is D-L.
03:00
Speaker 2
kept on disconnecting and just remained solid red, you're also experiencing, uh, slow internet speed? mm-hmm. slower than on. Okay, let me just note that one here. Oh, sure, sir. Uh, I'll be running some verification with you uh, for me to proceed further. Uh, I believe this isn't the first time you called us? Yeah, I see. All right, sir. Um, let me just create a record here. Uh, let's start with your full name and your your email address.
03:00
Speaker 1
locke@Gmail.com as in delta, R. My first name is Ben, B-E-N. My email, though, is like doctor lock D-R-L-O-C-K-E. Just like my last name, yeah. My, my account with you is registered under that email.
04:00
Speaker 2
All right. So, that's, Ben Luck. [silence] [silence] I mean, your name is Ben Luck. And then your email address is [silence] broach, .Gmail .com. [silence] Uh, no, it's B-E-N. Uh, [silence] is that correct? [silence] Ben. [silence] Mhm. [silence] Oh, okay. D-R. I see. So that's D-R-L-O-C-K E. [silence] Oh, yeah, okay. Got it, sir. Okay. Mm-mm. All right [silence]
04:00
Speaker 1
that's right. [silence] where would [silence] Where did I find that in the, would I find that in the app? Or on the, on the unit itself? Right, I'll just go downstairs. Okay, this is the main node. See with the serial number or the model number.
05:00
Speaker 2
And then let me also verify your phone number. It's 81 4... 77... 70029. All right. So now, can you provide me the model number of your Linksys device? [silence] as well as [silence] the [silence] serial number of your [silence] main router? Um, [silence] you can find it on the app, [silence] but you can actually [silence] find it as well on the unit [silence] underneath it. All right. [silence] Yes. [silence] You can provide model number instead, [silence] and I'll just look for the model number. [silence]
05:00
Speaker 1
Okay. 20 J10 C6-8 9021 29. Oh, God. How much longer? I'm not doing anything else. [silence]
06:00
Speaker 2
[silence] It's 20 J10 C for Charlie 689 0219. All right, thank you so much for the advantage. And just to confirm with you sir, how many nodes do you have at the moment? [silence] Oh, uh, you had six. Mm-hmm. Okay. O'ta. alright sir let me just update the record here alright sir are you gonna be okay uh... but before i do that let me just confirm as well may i know who's your internet service provider mm-hmm okay alright so i've checked here and you have a linquis device with a model number w h w zero three
06:00
Speaker 1
Sorry, is that a question? WH WZOO three. Yeah, that's the model number of the main node. Right. Although several of them repeatedly go red.
08:00
Speaker 2
Sir free. no, sir. sir. yeah, that's a my number. Okay. All right, so just to set your expectation, sir, the devices that you have right now are actually already out of warranty. So in the event that we found out that your device is already defective, we may not be able to provide you with any replacement or refund on the device. but anyway, we can proceed with troubleshooting. For now, you have a solid blue light on the five nodes. Is that correct? Except for one.
08:00
Speaker 1
Recently unplugged them and replugged them in. And I currently have one, two, three nodes in addition to the main, which are connected. I have another node upstairs here, which says it has no signal. be what color it is. It is currently blue, although it says it has no signal. The main node upstairs is the one that is continuously red. Okay.
09:00
Speaker 2
Uh-huh. Okay. Uh we can try to add the child node back to the network. Uh let's try to bring it near the parent node so that we can easily add it. All right. Uh aside from rebooting your networks or by doing uh by power cycling the device sir, what else did you try or what other troubleshooting did you perform? [silence]
09:00
Speaker 1
um power cycling and then i have occasionally removed and readded nodes um and then they they just they just continue to fail [silence] what what is the what is the what is the age of this that you're seeing
10:00
Speaker 2
Mm-hmm. I see. I see. All right. Uh that that's somehow expected, um for this older model, sir. You know, cuz uh since it's already part of our end of life devices, we no longer manufacture this one and update its firmware. So considering that the firmware is no longer updated, it may really have an issues um, over time. But uh anyway, uh we'll we'll try to figure uh the age of the router. Um uh based on the system,
10:00
Speaker 1
These would have been purchased about 2020. So they can't be seven years old. Well they, yeah, okay. They're about six years old I believe in terms of when they were purchased. So you're saying that, and what amount of time do they, is warranty or support provided for these? [silence] Okay.
11:00
Speaker 2
The age of your devices already seven years old. And uh, this model was released way back at 2015 so it's more likely more than 10 years. Oh, yeah, 2020. they say. Yeah, almost seven years old. um, anyway. yeah, yeah. Hmm. Uh, yes, sir. Sorry. We can actually still provide support for the device sir, uh, in terms of troubleshooting. Uh, the warranty is only take.
11:00
Speaker 1
Okay. All right, well maybe uh we should try re-adding this node that is offline. Yeah. Ooh, that's going to be a challenge. Um, but I'm going to and see if I can possible to unplug it. One sec.
12:00
Speaker 2
three years. But we can... Well, for... Right now, we still support out-of-warranty devices. Mhm. Alright y'all. So let's uh bring it near the parent node. Uh at least two feet away. I see.
12:00
Speaker 1
Okay, just bring it down for plug in.
13:00
Speaker 2
All right, sir. Uh, let's just wait for at least two minutes. So, let's just wait for at least two minutes for the child node to turn solid blue light. I mean,
13:00
Speaker 1
So, do you want me to plug it back in? Yeah. Yes, that's right. Just so you know, on this one, I did press and hold the reset button, previously, and I removed it from the network just to see your where.
14:00
Speaker 2
Not blue light. Yes, sir. Please. We're going to work on the the problematic child known first. The one that kept on disconnecting. Right now, you have already plugged it in, right? Alright. So let's just wait for at least two minutes first. Let's see what light indicator it gives us. Then depending on the light indicator, that's where we're going to base our troubleshooting. Oh, okay. So it probably would turn a purple light or a pinkish red light, which means it's on a restricted mode.
14:00
Speaker 1
It's currently up pulsing blue is what it is at the moment. Okay, now it's steady red. I guess a pinkish red maybe? Hard to tell. I don't have a comparison, but it's it's red but I guess pink. [ silence ] That's right. That's right.
15:00
Speaker 2
setup mode. Anyway, we're going to add it back to the network. And and I mean through an easy way. Um uh, ho, ho, okay. All right, let's give it more time. Is it a red red or a pinkish red? I see. Okay. I see. Yeah. Um, but uh, you said that you have reset the router previously, right and you have done anything.
15:00
Speaker 1
nothing I no, I have not other than removing it from the network. And and what will that do?
16:00
Speaker 2
After that, okay. All right, sir. So, let's do the five-press method. So, on your parent node, you go to your parent node, your main one, and then you press the reset button five times within five seconds on the parent node, not too fast and not too slow. Just press, release the reset button five times within five seconds. It will manually add the child node. So, once you performed that, the parent node will go on pairing mode and it will try to look for the child node that is in setup mode.
16:00
Speaker 1
But it's blinking now. Same color. All right. Okay. So while that's, while that's working, another question for you, I have another Nod. Is that to other portion that house. When I believe I'm connected to that node, [silence] Um, um, what? Okay. What? Uh uh, the? what? I guess, um, it's connected to one of them, but it's connected to the other Nod. Are you just basically just connect it to the other Nod? Only I [silence] Don't, it doesn't matter what I said. I think I, I been told you what I said. Um, But but you said to me just how to connect it. And you said something like, you said like something [silence] like a pon for a, for a what, a [silence] singling? to me, [silence] Right. uh uh, [silence]
17:00
Speaker 2
Okay, that's good. That means that it's already on pairing mode. And let's just wait for it. Okay. Any progress on the child node? Okay. Alright, so now it's communicating with the parent node. So let's just give it some time. At least two to three minutes. For it to be added. Alright.
17:00
Speaker 1
I've gotten a very poor service. So it has, right, right, yeah, no, I was just thinking while we're waiting, I was just curious. Um, Okay. Okay. Okay. Okay. Okay. So the parent node is now a steady.
18:00
Speaker 2
You know that, no worries, sir. We're going to take the issues one at a time. But for now, let's just try to add the child node first. Hell yeah. It's probably because of the congestion. Considering that you've been using the router for like um a couple of years already, um it it stayed on the same channel, which um now went to, I mean, it's already congested. So, we can try to do the channel finder to move it in a different channel with a less congested data.
18:00
Speaker 1
green and the child node is continuing to blink. Red. OK, it has stopped blinking and is now a blue green, solid.
19:00
Speaker 2
All right, no problem. It's, um, not yet two minutes. I have the time right here. So let's just give it more time. [silence] Okay, let's give it at least 30 seconds, just to ensure that it will remain a solid blue-green light or teal color.
19:00
Speaker 1
... seems to be changing now it's faded to red Okay. Okay it has gone back to blue green now. Okay, I've done that.
20:00
Speaker 2
That's a normal light pattern, sir. It will eventually go back to blue-green light. All right. Okay, that's good to hear, sir. So before we relocate the child node, let's go and open your lenses app. There's actually a lot of factors that may have caused the low internet speed or even no internet at all. It depends on the situation. So aside from the congested channel,
20:00
Speaker 1
Mm-hmm. Okay. Uh, yes, I'm in my Linksys app. It's saying I have no internet connection, which has also been a problem whether I'm on Wi-Fi or cellular. The app itself just says there's no connection.
21:00
Speaker 2
frequency, you may also have enabled the priority settings, which will prioritize one of, I mean, only a specific device to get more internet than the other devices. We're also going to check that one, as well as the firmware. We're going to check if it's the last updated firmware. Anyway, um, let's open, you've already opened your lice's app, right?
21:00
Speaker 1
Yeah. Like, it keeps loading, and then it says it has no internet connection, and then I can't interact with the app. Bluetooth has turned on. Applications. I don't see applications. Oh, you mean the app, the, go ahead. I'm on my phone. There's not really an app manager.
22:00
Speaker 2
The app itself says there's no connection. Oh, can you ensure that the Bluetooth is turned on? Okay. And what about this one? You try to open your your phone settings and then go to applications. The app The app manager somehow is is like that. You try to you try to [silence]
22:00
Speaker 1
yeah, that's, that's what I'm opening is, is the Linksys app. and it opens and then says, Bluetooth is turned on. okay, okay. so, how would I do that? Okay. I don't, I've, I've never turned Bluetooth on or off for a specific application. I, I don't even know how to do that. That's not, not something I've ever done.
23:00
Speaker 2
look for the links this my way if I have but through yeah through your links this I mean not, through your phone settings we're going to check if uh the the bluetooth is permitted? I mean, through the links this app itself, but through your links this I mean, through your phone settings it's like the the permission sometimes okay but uh we can actually try to like um
23:00
Speaker 1
and I was using the app previously. Okay, so, so you're saying I should delete the app. I'll do that. Okay, I believe it it's uh uh uh uh Lenche says Linksys Smart Wi-Fi management. That is the one, right? Yeah, okay, there's a question that comes up. Should I allow it to find devices on localhost?
24:00
Speaker 2
uninstall or install the link just up. I'm sorry? yes, sir, we we can try to uninstall or reinstall the link just up. the one with two L's and one dot on its icon. Okay. yes that that that's the right one. uh yes, please.
24:00
Speaker 1
Okay, am I logging in via email or router pass, password? Email? Router password, I'm not sure, I know what that is, but give it a shot. No. Uh, yeah, yes, yes. Yes, it's not, it's not, it's not the default password. Okay, it says getting router settings. Okay, I'm now in the app. It appears to be functioning now. And it's now showing six, six nodes including the one that we re-added.
25:00
Speaker 2
Router password. Did you ever change your router password? Like your admin password? That, the default, why, yeah, okay. Alright, that's good to hear. Alright, sorry, that's good to hear. Now, let's go on top the three lines on the upper left corner.
25:00
Speaker 1
[silence] Wi-Fi settings [silence] Wi-Fi [silence] you want me to scan channels [silence] [silence] [silence] yes [silence] [silence] [silence] [silence] process.
26:00
Speaker 2
OK. then go to Wi-Fi settings. All right. and then... uh... under your Wi-Fi settings, you go to advance Wi-Fi settings. hmm. and then you look for channel finder. yes, sir. please. All right. so, let's just give it some time. until um... it optimizes. and look for there will also be symptoms if observation will be symptoms we can understand more
26:00
Speaker 1
Okay, so it's still scanning.
28:00
Speaker 2
Deep in the sky, in the outer bands of the two fused together and thrust off the mountains.
28:00
Speaker 1
Can you still hear me? Okay. Okay. Great. My phone seems... all right. Still working? Uh, yep, still working. Still scanning. Yes, I have not done that before. and the child nodes. Okay, that's great to hear. [silence]
29:00
Speaker 2
But the whole network.
31:00
Speaker 1
Okay, that now says we are evaluating the channels. Okay, it now says, we optimized your Wi-Fi channels to improve your Wi-Fi speed and bandwidth. Okay.
32:00
Speaker 2
okay, that's good to hear, sir. so for now, you just have to give it at least 24 hours to monitor your speed and let's go back to your router settings and then let's go to priority and check if
33:00
Speaker 1
So, uh, I'm, uh, I'm going to the, the menu at the top and going to priority. Yeah. So, um, it it is, uh, checked and I only have one device, um, added to that, which is my work laptop that I do a lot of videos streaming on. Um, that's it. And actually that device is the one that has been having problems. Yeah, Right. Okay.
34:00
Speaker 2
it's enabled and there's a prioritized device, yes, priority, yes, I see. [silence] that device. Oh, okay. That's uh, quite unusual especially if it's um, standard prioritized devices because it will be getting more uh, speed than the other devices. Yeah, but you can actually try to remove it
34:00
Speaker 1
[KEEP_UNCERTAIN] It makes sense to turn that off for now. Okay. I am I am now uh seeing it okay. And I am now seeing a message for a new firmware available, which which I have not been seeing. I've been in and out of this app quite a lot. Okay, so the firmware I currently have ends in 2153. Yep, yep. Um, the whole version uh 1.1.653. I have been upgraded to um 2.1 that has been in the app for a week or so. Yeah, yeah, that's the one. Okay, so it's been sitting there for a week and I have not seeing it. Hmm, weird. Yeah. A very few seconds later, I see the message pops up again. Huh? Yeah. I must have been asleep. So I've been telling it to update to the latest version. But just make sure it's not gonna be old firmware because I've been telling it to do it for the last week. So I'm guessing it should have been uh I guess, updated automatically. And I'm assuming that it will be working and then I'll double-check it, ect to make sure it's working properly and then I'll let you know. But as far as I'm concerned, it should be good. Just make sure you've updated to the latest version of the firmware and let me know if there's any trouble after you updated the firmware if I'm still having problems. Okay. Thank you.
35:00
Speaker 2
and then, yeah, you can try to turn it off and turn it back on. But uh, for the meantime you can try to disable the prioritized devices to check if there's any uh, changes with uh, speed and um, yeah. If it's working fine, then, I'm sorry. Oh, yeah. You you probably would also need to, yeah, update the firmware. Also, that's uh, that's also one thing that you need to consider updating the firmware. Yeah. And uh, can you provide me the firmware? Sorry? Like the whole version? [silence]
35:00
Speaker 1
Ну, многое в нашей жизни не стоит ваших истерик об имельном несовпадении графика. Поверьте, мы работаем не на результат этого абсурдного проекта, какого-то... времени массовых истерик.
36:00
Speaker 2
Okay, let me just check that one here. Itsets one down.
36:00
Speaker 1
Okay. Okay, and I am seeing an update available ending in 216893. Okay, I will run that update.
37:00
Speaker 2
check that one here yeah the firmware that you have was the version that was released last 2024. yeah. so yeah you need to update it yeah sir so that you may have you know uh look for changes uh because um with the latest version we have removed uh I mean we have uh fixed bugs on the the device. mhm okay that's good to hear sir. so for now um let's
37:00
Speaker 1
have it. Okay. And I'll run, run the update and then give it 24 hours. Okay. Thank you so much for your help. Very much appreciated. Okay.
38:00
Speaker 2
first, uh, monitor your connectivity and, um, just give it at least 24 hours. And in case that, uh, it's the same, you can always contact us back to run some, uh, deep troubleshooting again. And also, um, we can, uh, I mean you can now proceed in relocating the child node and place it back to where you used to, um, place it. Yes, sir. Yes, sir. All right. You're very much welcome, sir. Ben. And, um, yeah, um, I appreciate as well your time and calling, and, uh, I couldn't have done this troubleshooting of it. It's actually all you who did the troubleshooting. Uh, yeah, thank you so much. And, uh, just don't hesitate to give us a call back.
38:00
Speaker 1
All right. Thank you. Bye. Thanks. You too. [silence]
39:00
Speaker 2
all right bye for now have a great day take care
39:00