Speaker 1
Yes, hi. I just have a general question. I have um, wait, hold on. Linksys, let me give you the both. I have I have six Link SysW HW03s. Okay, and I've had them for a long time. And then I have one parent node that's hardwired to the modem. And then I have five child nodes again, hardwired, they have like a few foot distance to each other. They work wonderfully. They're in high dense apartment building. It's one of these old ones, you know, like this stuff kind of so the walls are very thin. And right Now my question is at this point I think I could benefit from upgrading them or just replace the entire set of them because they're so old. They've been working wonderfully, but I'm not sure if maybe maybe they're outdated, you know, and maybe adding more into this. Would it be any better, or what would you say number wise? Like what do you think I should buy? I can try to go for like a 7th or something and then have six child nodes if I have enough room. What would you think is a good setting for a 7th LinkSys parent node? I like the link base, but what do you think that actually is like like five would be good. Can you plug it in and replace them?
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. Thank you for calling Linksys. This is L. How can I help? Okay.
00:00
Speaker 1
and I've had this for a long time and then obviously the way the the mesh system works is that the child knows you know some of them connect you know one's closest to the um to the parent will connect to the parent and then the other child nodes connect to each other depending on which one has the strongest signal for some reason nothing has changed the child nodes will only connect to the parent node and you know I've done the thing where you I've re I've done a hard reset and then I start with the one closest and I plug that in and then I wait for it to connect and then I plug the next one in 30 ft away and no matter what I do the child node will only connect to the parent node now and not to the other child nodes that are closest what is what is happening I've done a hard reset on all of them and reconnected them using the app
01:00
Speaker 2
well well so all of the five child nodes that are connected
01:00
Speaker 1
Well, I can't one of them's further away. So, four of them are connected because the fifth one is two where it's plugged in is too far away, and it's because the child nodes aren't connecting to each other. It won't get signal. So, four of them are now connected very weakly to the parent node. It used to work. These same exact boxes. I haven't changed anything. They used to all be correct, you know, like one child would connect to the parent, and then another child would connect to that child or whichever one was closer, and it would work as a mesh. And it's not doing that anymore. And I've reset everything. And I'm pretty sure it is. They worked a couple of weeks ago. I just told you that I did that were you not listening to me? I said I unplugged all of them and I saw the parent node and then I connected the first child next to it and then I waited. I did all that. I already told you that. Okay, can you if I give you if I give you my email address to the account, can you look at it that way? Okay, it's M for Michael I is an igloo, E is an echo.
02:00
Speaker 2
Well, we can actually, what we can only do on that one, sir, is that we can try to isolate it, depends on, we can access the router settings and then do sequential reboot, because I actually really cannot answer why they actually all connected to the parent node. We have to properly isolate that one. And then, double check if it's either a hardware issue. We can double check through using the email. What's the email address?
03:00
Speaker 1
Okay. The node that says it's not connected, that one is plugged in within range, but it's not connecting because it must be plug, it's too, you know what I'm saying. They're all connected to the
04:00
Speaker 2
Let me double check that one. Thank you. Let me just try to pull that one up using the e-mail. Well, based here, sir, I can only see the parent node on the e-mail. So, [silence] Well, I can only see the parent node on the e-mail.
04:00
Speaker 1
how do I do that? how do I do that? what. how do you? how do you? yeah. I have it open. it's open. it's not I got to wait. the menu it's it's [silence]
05:00
Speaker 2
I can only see sir, the parent node that is associated to the email. um, but if you can send us a like a network log. We can double check as to why the parent, as to why the child nodes are connecting only to the parent node, even if you've already done a hard reset and a sequential reboot. um, you can go sir, to the lynx age app. Do you have the lynx age app on your phone? Okay, let me go sir, to menu on the upper left hand corner.
05:00
Speaker 1
it's thinking. It took a minute for the menu to show up there. There you are. It's a slow app. It takes like four minutes to open the page and load every device that I have seven devices. All right. All right. I went to the menu. What do you want me to go to diagnostics? Got it. Oh, you know what? I just toggle On automatic firmware update. Okay. What do you want me to go to diagnostic Got it. and network log.
06:00
Speaker 2
Okay. Go to Network administration and then Diagnostics
06:00
Speaker 1
Okay. So just put in, send a detail, I'm going on to the word July 18th, 2026, sent. Sending your report. [silence] All right, it says, "thanks for your feedback." All right, let's see if an email just came in. It's going to go to the email address that's registered on the account. Okay, I'm just waiting. [silence]
07:00
Speaker 2
[silence] yes, network logs yes [silence] yes [silence] it should sir [silence] and then what's your first name and last name sir [silence] **[end of recording]**
07:00
Speaker 1
Michael Klein. How long does it take for the email to come in? Okay, let's just wait then. Let's wait a second.
08:00
Speaker 2
Thank you, sir. Usually, sir, it should actually take two minutes, two to three minutes.
08:00
Speaker 1
nothing yet oh okay that would be great if you can see it will that give you the serial number or the Mac ID addresses of the child notes you can add them to my account why
09:00
Speaker 2
Well I think um it al it already shows here Shara with you um on your account. So let me just double check if I can pull up it something here. We can um in terms of your account. It's only your parent node but on the cc-Info log or the networking.
09:00
Speaker 1
Yeah. Why can you only see the... Why can you only see the parent. Okay, hold on one second. [silence] Oh, hold on one second.
10:00
Speaker 2
can only see the IP address and of the child nodes that is associated to it. Let me just double check if we can see it on our one of our tools here. So we can at least- Because that is the one that is directly associated to with your email. So as for the child nodes. That's fine. I'm actually also just downloading the network logs that you've sent through the app. And is it fine if I place you on hold for like two to 3 minutes? I'll just have to double check this one with our support team since I've also checked the firmware version of the
10:00
Speaker 1
Okay. Thank you. Yes. You're good. They're all good. Take your time, man.
12:00
Speaker 2
that WHW zero 3 that you have, um, it's actually already on its latest version. So let us double check further about the info that you've sent here. So at least we can know if we can see the child nodes. Okay. I'll put you on hold there for like maybe two to three minutes maximum of five, or it might take a while, but no worries. I'll be back real quick, okay? Once I'm done. Say thank you. Say thank you.
12:00
Speaker 1
Yes. [silence] I didn't hard reset the original parent. I did
24:00
Speaker 2
Hello, sir. Hi, sir. Thank you so much for patiently waiting on the line, and I really do apologize for the long hold. But just a quick question, sir. When you did, sir, the reset, the hard reset, did you use the original parent node that you've been using before?
24:00
Speaker 1
on each of the child nodes, I held the red reset button in for 20 seconds and then the purple light came on and then I used the app to re-um attach the children, you know, sitting next to the, you the, you know, within range of the parent node. Child node. Yes, I never I didn't reset. The parent node is locked up in a in a box and I didn't have the key to open it. So, I left. But the parent node, the parent node is working, obviously. So, I didn't reset that one.
25:00
Speaker 2
How did you reset it, sir? Okay, so you only reset the child nodes and then re-add them back to the network, okay? Um, okay, I see. Yeah, because what, um, we have actually double checked and uh based on the network logs that you have provided, um, the signal strength of this child node is actually very weak, okay? So, usually for this one, since this is the WHW03 system, uh, this is actually already part of our, um, legacy devices, so more likely, the firmware of this one sir is already becoming sunset. So, what they, um, what we have discussed so far regarding, um, with your concern, if those child node reconnects, um, directly to the parent node, even if you've already done the reset and then the sequential reboot, possible, sir, is that the issue is the parent node. So, to isolate this one, um, to isolate this one, what we usually do is that we turn off, if um, so first step is we turn off the node steering of the parent node. And then: unplug all of the child nodes and then d- uh then: plug them in one at a time. So we have to wait for one child node to turn to solid blue and then: Okay. So that's the first steps there, we so: are because of the firmware because this WHW03. Well based here: we actually no longer have a sales department, sir. And then based on our system, the device that you have is actually showing as out of warranty. So we only have three years warranty for the WHW03, so we can no longer [silence] We can no longer process any replacement for the device. We can only troubleshoot it. We can only isolate it, but we can no longer process any replacements.
25:00