Speaker 1
Yes, um, actually I had called two days ago with my mesh system, my Linksys mesh, um, that I couldn't get it to connect.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option maybe available depending on the issue. [silence] Thank you for calling Linksys. This is how can I help you? [silence] Okay. Uh you have a mesh system and your two child nodes disconnected.
00:00
Speaker 1
and, like I said, two days ago, I called and you guys get to help me config and get the the parent up and the child, but I could never get it to connect on my phone, so I could have there get it to work. And it's not working. I cannot connect through my phone. I can't get the mesh to connect to the phone. I tried to set up the network so I could put these back out in the around my house. But they're both red right now, and I don't know how to connect them. It's not, no matter what I try, it's not working. What was that? I'm sorry.
01:00
Speaker 2
okay, uh, so to sum it all, your mesh is now disconnected, the parent node and both child nodes, correct? Uh, your three nodes both disconnected.
01:00
Speaker 1
K. No, the parent, justice is the truth child. The parent is salient. correct. correct. Depending. um could you see the key file could you see the file of what the person did the last couple days ago okay.
02:00
Speaker 2
They're showing both solid red light, all three of them, or just your two child nodes. All right. So, solid blue, your parent is solid blue. All right, so that's easy. We just need to add again your two child notes to your parent node. Let me just confirm, your name is Vikram Ah. All right, so Vikram, yes, I have it here and you're concerned a while before was your two or your child notes get disconnected and the previous agent was able to, they're showing both solid red light, all three of them, or just your two child nodes. All right. So,
02:00
Speaker 1
correct. So everything, everything was was on. but the only thing I can't get it to work through my phone to connect them. Good. So I could They're right here. They're right and they're they're all on my desk.
03:00
Speaker 2
All right. So let's try to add first your two child notes. Okay. Bring your two child nodes near your parent home. Okay, that's good. That's good, all right. So since they're showing a solid red light, let's do a reset on your child notes. Press and hold the reset button, and once the light is off, you can release holding the reset button.
03:00
Speaker 1
Okay. I'll do both. I was up to the point where I do the the five press reset and then I get it to to to get the blue, but then it go back to red. It wouldn't stay on blue. Correct. I just did it just before I called you and it was solid blue, but then it keep jumping back to red. But the biggest problem I have right now after the person hang up, I couldn't get it to go through my phone when I through the phone app so I could get it to set up in the house. Because I have them in three different place. I tried to do existing setup. I tried to do new setup and it keep asking me for password. It keep
04:00
Speaker 2
Did you reset your chat notes before doing the five presets? Method? See you.
04:00
Speaker 1
Kicking me off and I'm not sure we had created a network, we had created a new password and everything, but nothing is working. [silence] Okay, so how.
05:00
Speaker 2
Okay. I'll explain to you the reason why you cannot proceed or go through with the Linksys app on your phone. It's because your Linksys device is model WHW1. And the thing is that there's an update for models like yours, the WHW1 series, and the update made some changes where in cloud services are removed. So the Linksys app is no longer supported when you set up your parent or child nodes. So you can no longer use it. If you want to learn about how to flash your router or what is a custom firmware, please navigate to our tutorial link in the description.
05:00
Speaker 1
So, what would I do now? I can't you I can't use the app anymore. Oh, so I can't I can't yeah. So I cannot use my my my cell phone anymore. Okay. So what's the address?
06:00
Speaker 2
The links up. If you want to go to your router settings, the only way to access your router settings is through the web user interface. That is through the router's default IP address, 192.168.1.1. If my router.local. So it's true web browser. The link says all. Yes. You can still use your... You can still use your cell phone, but not the links up. You can just use your cell phone by opening a web browser, and then typing in on the address bar, the default IP address.
06:00
Speaker 1
Hold on, hold on. What was that again? I'm sorry you went too fast. 192 dot 168 dot one point. So 192 168 1, 1. Okay, I'm on link'swebsite. Okay, hold on one second. I'm clicking on the tab here that says open serial monitor. Let's give it a moment.
07:00
Speaker 2
Yes. So that is your router's default IP address. So that's how you, uh, access your router's web interface and make any changes on your router settings. Or you can go to the site m.yrouter .
07:00
Speaker 1
사이트 지금 vậy seres Would that be there? Yes. Okay. Right, right. I just realized that. So what's the address I go to? Besides the one nine two, that one, Okay. I'm trying to do that right now, but it wouldn't work. Let me try it again. So I'm in Chrome, and I'm typing 192. that one. [silence] Okay.
08:00
Speaker 2
What do you mean Linksys website? You mean Linksys.com? No, the Linksys.com. That is a support site. It's like a Wikipedia for Linksys products, if you want to read about some descriptions about Linksys... The one I mentioned, yes, that's the router's default IP address. So that's the one you type on the URL site or the... or in the address bar when you open a web browser.
08:00
Speaker 1
6 8. 1.1. I'm not getting it to go through. Yeah. That's exactly right. Do I, Have to, have to put in. Okay. So, or I can go to myrouter.local. Okay. So, I'm in there and it says, access your Linksys' smart WiFi router using interface. That's what I'm going.
09:00
Speaker 2
Um, did you make sure you typed it on the address bar at the top URL site and not on the search part? Yes. You can try that, myrouter.local.
09:00
Speaker 1
I don't know why this doesn't work neither. Okay. Let me see. I'm trying to put it in to see. Okay.
10:00
Speaker 2
[silence] Try adding https://192.168.1.1 to your phone's browser app.
10:00
Speaker 1
HTTPS. Uh, you're going? HTTPS. let me see if that does that. I did that. Yep. it's still trying to connect to that. I don't know why it's not
11:00
Speaker 1
No, I'm using my desktop. My desktop is... It's not connected to my Wi-Fi. It's hardwired. Yeah. I don't know why it's not doing it. It's just... Okay. I'm trying this again. So ttps://192.168.1.1 Let's see what. [silence]
12:00
Speaker 2
you're using your phone right? okay and your desktop is it connected to your Wi-Fi? name? yeah it's hardware to your white are router all right then it should be able to uh log in to your router's web UI. Okay. Can you try to open an incognito tab? Try to open an incognito tab or a private browsing mode. Yeah. Uh I need you to open an incognito
12:00
Speaker 1
Oh, oh open it and then count Tito. Okay. Okay. I'm trying right now. It is. It's telling me the site cannot be reached. I am in the address bar. Oh. I did.
14:00
Speaker 2
yes. in incognito, try to open. okay, and try, try again the 192.168, make sure that you're typing it on the address bar, okay? Try to put in HTTPS?
14:00
Speaker 1
Yes, I did I just clear it again I'm going to try it one more time I'm going to clear it We're going to go back into our it's not connected my linksys router it's connected I don't have a linksys router
15:00
Speaker 2
Can you clear the browser cache on your desktop? Yeah, clear your browser cache or cookies or whatever on your desktop and try again. And make sure your desktop is connected to your Linksys router. You have a Linksys router
15:00
Speaker 1
yeah, my parents, that's what I'm trying to connect it, but it wouldn't. And that's the parent is is blue, but I couldn't get it. I can't it wouldn't connect. Let me try it on my phone and see what happened. Yeah, that's what I'm saying. I I can know I don't know if it's connected to Wi-Fi. I can't see it.
16:00
Speaker 2
That is your WHW series. Your parent node. Okay. Your parent node is blue, so you mean to say your parent node also cannot connect to your Wi-Fi? Because you mentioned that only your two child nodes are disconnected. So, let's verify. What is your Wi-Fi name? Check it on your phone if it is listed on the available network name of your phone on your Wi-Fi settings.
16:00
Speaker 1
[KEEP_UNCERTAIN] Okay, I have... I have home office. Do I have to connect to - to the the Velop setup? [silence] All right. Okay, right now I have available network. I have the Velop setup 09F. I have home gas, which is my private network. I have Velop setup 0867.
17:00
Speaker 2
[KEEP_UNCERTAIN] no uh we have to know first if your parent node uh is broadcasting its wifi name to your phone uh because if it's not broadcasting its wifi name the wifi name you created and uh we also have to do a reset on your parent node and not just your your two child nodes
17:00
Speaker 1
I know the last time she had me connect to a V-Loop setup, do I need to go through that again and, I I didn't get that. I'm sorry. Okay, nope, none of those is there. Let me check the next one. Okay, the contract one is A7215-7.
18:00
Speaker 2
[silence] Can you if that if that is [silence] On your look underneath your on the product label sticker. The default WiFi name is indicated there. Check if those WiFi name is the same as the [silence] one you mentioned a while ago. Yes. [silence]
18:00
Speaker 1
is here I could see that one of the child the other one is 13, yep, both of the child is here and then the main parent is 09 F, which is here too yep, zero nine, that's the main, that's the parent and the other two is here and they are both on my phone they are available yes I have my, which one, but that's on the node, but
19:00
Speaker 2
so it means to say that you even your parent node was reset what's your Wi-Fi name is what is your Wi-Fi
19:00
Speaker 1
I have two. I have. I have a home office and I have home guest. Yes. My phone is connected to home office right now. Yes. It is connected already. The Home office? You mean to say, if I could go in and look at internet, that's what you're asking me?
20:00
Speaker 2
Okay. Okay. So home office. Do you see that home office on your list? Okay, connect to that. Okay. Connect to that. And does it say it has internet? Because sometimes, it could be connected, but without internet. So what does it say when you connect to that? Yes. What's the Wi-Fi icon shows? Is it showing?
20:00
Speaker 1
Yes. Yeah. Yeah. Yeah. Yeah. Yeah. Google is working. I'll go on MSN. Everything is working. So I could try connect to the setup now, the other name that's on the mode. Should I try connect to [silence] okay, the home office is working. I set up
21:00
Speaker 2
Good signal strength. Can you try to open a browser like Google.com or Facebook or CNN.com to confirm that you have internet? No, because since you're... okay, that home Office or WiFi name, that's the WiFi name you created when you set up your Linksys, correct?
21:00
Speaker 1
Vic network. That's what I set up for, that's what I write on a piece of paper here. What Wi-Fi connection do I have to for these nodes? Which one do they have to connect to? Was home office. I use home office.
22:00
Speaker 2
[silence] the one you created when you set up your parent node. What Wi-Fi name did you give it? Okay. Okay. Since it's since it's home office, then, uh that is the Wi-Fi name of your Linksys. [silence] and since you're connected already, then try to open, uh, our web browser and then type in my-router.local.
22:00
Speaker 1
Router, you said? That local? I could, I have, that local. I have local links as I have that local 1 92 that 168 that one, which one do I choose?
23:00
Speaker 2
Yes. Okay, just type my router.local. Type it on the address bar and then hit enter. Do not type on the search bar because it will only give you search results. Type on the address bar, the one you put the URL address. Okay, so when you type it on the address bar and hit enter, you should be routed to the router's web user interface.
23:00
Speaker 1
Not allowing me to go into the. That's crazy. I'm on MSN main page right now and it wouldn't allow me to go into the address bar. If I put the search. Okay, I. Let me see if I have Google Chrome on my phone.
24:00
Speaker 2
What does screen show? Oh, Can you open uh Google Chrom? Uh do not use MSN, use uh Google Chrom
24:00
Speaker 1
I have Google. Let me see. I think I have. Okay. I have Google Chrome here. That's where I'm trying to do it in the address bar. But then it automatically defaults to the. I don't understand why it's doing this. It automatically goes to the search bar.
25:00
Speaker 2
okay then use that okay try to type in 192 on the once you open the Google Chrome make sure you type it on the address bar and not on the search bar what do you mean automatically default
25:00
Speaker 1
Doesn't make any sense [silence] Okay, I'm on my desktop, but I'm in I'm in Google right now and at the top, the top bar, I try to, but when I do that, it's sending me down here where it's it's actually giving me all the search, it doesn't make any sense [silence] That's what I'm trying to do. Every time I go into the address bar, I'm here
26:00
Speaker 2
I got desktop try to use try to use your desktop so that's read it should not give you a search result if you type it on the address bar the address bar is the one where you type
26:00
Speaker 1
I know. I yes, I know. I actually I I know it's what you're saying. But somehow when I go in that address bar and I type okay, I'm trying it again. 192.168.1.1 okay. It's circling. It's in the address bar. I know I'm in the address bar. And then it says this site cannot be reached check your proxy or firewall. Okay. I'll try that. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
27:00
Speaker 2
type in a URL site like www.google.com. And you type So what does the page shows now? Are you sure your desktop is connected to your linksys router?
27:00
Speaker 1
I just I don't have a Linksys router. I have the X is mesh. My router is a Eero. No, my router is a Eero. That's my router. That's where my desktop is connected to. I don't have a Linksys router. I have the Linksys mesh I have. So so how do I connect to that? That's what I'm saying. I I I I can go through with the address bar that says the V local setup. I can use that.
29:00
Speaker 2
okay. yes. your your router. um. okay. that's uh the reason why you cannot uh reach this site because um you should be connected to your linksys uh router. your your parent node. um you can use your cable, connect connect it to your parent node there's a port on your parent node. connect your uh Ethernet cable. to your parent node.
29:00
Speaker 1
OK. I could do that. yeah. That's correct. OK. All right, that's, that's, now, now it, now it's connected.
30:00
Speaker 2
That's the reason that you're not connecting to your router's web UI because your desktop is not connected to your parent node. The one you mentioned, ERO, that is your modem. Yes. So, your desktop should connect to your parent node, not to your modem.
30:00
Speaker 1
Let me see if it's... it's not recognizing the password, for whatever reason. Yes. It showed me the sign in sheet and I put in the password, but it's not recognized. It says, invalid router password. No, the one that I created for this at Vic 17941. Can I read? Yes.
31:00
Speaker 2
So did you type in, do you want in too? So what's the screen on your desktop shows? Okay. Okay. What a password did you type in? Is it your Wi-Fi password? That is your router password. Are you sure that's your router password? Not your [ silence ] password? Okay. That is not your mail password. It's your Wi-Fi password. It is your Wi-Fi password, but there's nothing to help. What do you mean there's nothing to help? Do you have an area where you can see that you've entered [ silence ] I've typed it here. Have you already entered it here or you tried to enter it somewhere else? Well, like that's it. It's a red box when I enter it. It doesn't say anything. It just keeps popping in and out.
31:00
Speaker 1
Correct, I have it written down right here on the big network, yes. [ silence ] It's asking me to enter a recovery key, which is highlighted here, one, two, three, four, or I have to enter the number. I see it. I see it. So that, that's actually five, six, seven, eight.
32:00
Speaker 2
okay then try to press on the reset or forgot password since it's not accepting your router password then you may have typed in correctly or maybe that it's not your router password. so try to click on the reset password. okay okay listen since it's ask for a recovery key you look on your parent node underneath it okay the recovery key is stated there so that's the one you should type in. [silence]
32:00
Speaker 1
Five, nine... five six five eight six. Let me write it down. Five, six, yeah. I could barely see it. Five six five eight six. Yeah, that's what I'm... that's what I'm, I'm, that's what I'm looking at right now. okay there is a password. There is a default password on, on this. Should I use that and see if that would work? [silence]
33:00
Speaker 2
Yes, the one that's indicated on your parent node is the recovery key, so you should follow that recovery key. Make sure that's your parent node's recovery key, okay? Because your two, um, okay, that's good, because your two child nodes also have their recovery key, but since your parent node is the main route or router or primary...
33:00
Speaker 1
It's asking for 56586. Yeah, it's asking me for a password. Reset password. Okay, I knew that.
34:00
Speaker 2
no type in the recovery key, because that's what the page is asking you. Okay. Once you type it in... Okay. Ah. It's asking you for a password, so you need to create a new router password, or you can just type in the router password you have already created. [silence] [silence] [silence] [silence]
34:00
Speaker 1
Yes, I'm in. Correct. Yes. Right now, where would I see the network name?
35:00
Speaker 2
and after that you should be able to log in or see your routers a dashboard alright now on the screen uh you will see the status of your network it's all connected online correct and the name of your Wi-Fi which is home office you don't see the network on the network status that says device is connected to internet
35:00
Speaker 1
It's, it didn't say, it didn't give me. It's, it's connected to to my it's connected to my it's connected to my parents right now. No. Correct. Policy support. Privacy statements. Then third-party license. [silence]
36:00
Speaker 2
Okay. Okay. All right. That's fine. Uh, can you scroll below? Uh, below on the screen, you will see the end user license agreement. Do you see that? Words end user license agreement. Scroll below. It's uh, tiny uh, words uh, the bottom of the screen. You should see that end user license agreement. Uh, okay. Do you see that? Now, beside that, uh, at the far end you should.
36:00
Speaker 1
correct C A correct wow yes okay so I basically got to set up this okay I'm there correct correct [silence]
37:00
Speaker 2
do you see letter C and A? C A? Okay, click on that. All right, click on that. Okay, once you click on that, now go to your router settings, or where you can see connectivity, troubleshooting, Wi-Fi. Do you see that? Okay, now I need you to click on connectivity. Okay, and under connectivity. Okay, just follow my instruction first. Okay. Once you're on the connectivity, you will see tabs, basic, internet settings, local network, advanced, ad.
37:00
Speaker 1
correct yep I'm there add correct okay it is it is Do I have to click on both add add the wireless child note or just the first one?
38:00
Speaker 2
Okay, do you see theCA router setup screen? Okay, click on that. Okay, now you will see a message that says your master node is configured and add wireless child nodes, so click on that, add wireless child nodes. All right, so it should be starting to configure or add your child nodes. Check your two child nodes because their light should also start to blink.
38:00
Speaker 1
Just one? Because there's two, there's two bars here I could add. No, no. I have twice I could click on add wireless child node. Right, and next to that it says done adding child nodes. But I'm not clicking on that. They're still, they're still red. Nope.
39:00
Speaker 2
You only need to click, add wireless child nodes. Yes. What bar? You just need to click it one time. Add wireless child nodes. Okay. All right, check first your child node light status. If they have changed. They didn't blink. Click on add wireless child nodes you may have not. Yes, because it's trying to add your child nodes or communicating with your child node. So your child node? Okay, that's good. So it's responding to your parent node. So just wait. So just wait for their lights to stay solid. Okay, that's good. Okay, that's good. So just wait patiently. Once their light turns to solid blue, it means they're already added. Okay, so you have to wait patiently for the lights to turn solid blue.
39:00
Speaker 1
Okay. Okay, I see that. So this app that I have here, I should uninstall it because it doesn't work, right? That's what you're saying. It's still blinking. How long does it normally take? Yeah.
41:00
Speaker 2
Once. they turn solid blue, that's the time that you can click on, done, adding child notes. Okay. Yeah. The adding of your child notes, it should take to four to six minutes, depending on the length of your test and the number of questions.
41:00
Speaker 1
Okay. They're both still blinking, solid red. Okay, one of them, one of them is solid, blue. It went back to red.
42:00
Speaker 2
Yeah, that's normal because, still, uh, configuring itself. And that, that will take some time, off. Approximately, uh, six minutes, the maximum. Okay, that's good. It means it's already added to your parent node. That's, uh, portal node is successfully configured. So let's just wait for the other child nodes. Okay, that's normal because sometimes, uh, sometimes it will not display the last parent node, created or added but, eventually, eventually it will create that. Uh, cluster, machine cluster and once it's, created, uh, those, these additional nodes are, created, ok.
42:00
Speaker 1
Okay, when that, it went back to blue. Now let me ask you this, right now I'm sitting in my office, my home office, and they're all in my desk. The parent note normally stays in the office, the other two I take into my house. Once I unplug them, they should be okay, once I plug them back in, they should reset themselves, correct? Room.
43:00
Speaker 2
Would be some interruption on the transmission of data or your internet connection. [silence] Yeah. that's just normal, you don't have to worry about your child node changing its light color because it's already added to your parent node once it turns solid blue. So, a lot of changes. [silence] Yes, once you have to wait for your two children to turn solid blue, the other one already turned solid blue. You can relocate that already to your other area in your place.
43:00
Speaker 1
Okay, between the two child nodes they're jumping back and forth from red to blue. The first one's come back to solid red again, the other one is solid blue. So they're fluctuating, is that normal? Uh, now they're all three solid blue. Do I say done adding? And then apply?
44:00
Speaker 2
it has already turned solid blue. It means it's already connected and online and has been added as child node. Okay. Yes. That's normal. As I've mentioned to you, your nodes rely heavily on your Internet connection. So, sometimes when there's an interval, some interference on your Internet connection, their light will have some changes. But you just have to wait patiently for their light to go back to a solid blue. Yeah. Click on Done adding. Click, okay. Apply or okay.
44:00
Speaker 1
Okay. Yeah. I see that. Yes. And you have, you have the, it's the default password that's on, that's on the, on the mesh, in the bottom. But I could change that if I want, correct?
45:00
Speaker 2
So once you click apply and okay, go back to your router's dashboard, click on Wi-Fi settings, can you click on your Wi-Fi settings? So, once you click on your Wi-Fi settings, you will see your Wi-Fi name, which should be home office, right? Okay. And your password? Okay, so yes you can change that, but so that you will know you will not have any trouble when you try to type in your password, it's better to just let it stay the same.
45:00
Speaker 1
So you're saying not to change it? And the bottom. Okay, that's fine. So it says, yeah, it says security mode it says WPA2 Personal and then the Wi-Fi mode it says, No, no, the Wi-Fi the Wi-Fi name is not the Home Office, the Wi-Fi name is the Linksys, what's on the Linksys, cuz I connect to Linksys. So should I disconnect from the Linksys and connect to the router?
46:00
Speaker 2
Yes, so that if you ever forgot your password, you can just look underneath your note. Yes. All right, okay. So everything's good now? Okay. Okay, that's all. Okay, that's already good. I just let you check on your Wi-Fi name if it's really the home office that you mentioned, so since it's the same Wi-Fi name, so you're already
46:00
Speaker 1
so I could connect to my router now that's what you're saying okay I'll try it right now and see if it was still work yes right now it didn't say it says because I unplugged it from from the mesh the Linksys and now it says it's not it doesn't find anything I mean the app
47:00
Speaker 2
No. You are you only need to connect to your Linksys because what's the purpose of your Linksys device if you connect to your router? Yes. Okay, um... Hold on. Big one. What does the wifi name on the wifi settings page state? What's the wifi name, uh, indicated here? Okay. All right. So, what was the wi
47:00
Speaker 1
That's V-Lope setup 09 F. When I connect, when I connect right now, I disconnect the computer and put it back on the router so I'm not seeing that right now. Correct, [silence]
48:00
Speaker 2
WiFi name, you, you have seen the WiFi name on the WiFi setting. What was it? Was it the default WiFi name of your Linksys? So, that's the one that's showing on your WiFi setting on the browser. Okay. So, uh, Yes, if your computer connects to your your computer needs to connect to your router's WiFi name. I mean, uh, it doesn't really need to connect, uh, because, uh, you're using an Ethernet cable, right? So, automatically, [silence]
48:00
Speaker 1
Well, I don't I don't use this computer with, with with the router. I use I use the other two computers out in the house. So I I'm going to have to go see I'm going to have to go connect those now. I'm going to move the the nodes to where they're supposed to be in the rest of the house and see if I could connect to them. Okay. Thank you. You too. Bye bye.
49:00
Speaker 2
Logically your computer will be connected to your routers Okay. Okay, that's right. Or... Yes. So Vikram since we've already added your two child nodes and they're all solid blue, everything is good now. So you just need to connect your devices to the Wi-Fi name of your Linksys parent node. Okay. All right. All right. Thank you for- you're welcome, thank you for calling Linksys again, Vikram and have a great day, bye-bye.
49:00