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]
00:00
Speaker 1
Hi, uh, we have a pair of LINK; sys Velop, uh, routers, uh, kind of a mesh thing. And we've had it for probably about three years or so. We really like it. Um, but one thing happened yesterday. Um, we had a power outage and, uh, my son didn't know any better. And so, the secondary router, he reset it. And I have some handwritten instructions here that say, whatever you do, do not push reset. So that the primary router is working just fine. Um, but the secondary one, it has a magenta, like pink colored light. Um, and I think that means it needs to be set up or something? you mean the serial number of the secondary one? okay one second, wait let me go over there. Wow, that is small. one second let me see all right, uh, are you ready? [silence]
03:00
Speaker 2
Yeah I can help you with that one um you can you provide me the serial number yes the one that is not working okay [silence] Yes ma'am
04:00
Speaker 1
Okay. It is three, eight, as in uniform, one, zero, M as in Mary, five, B as in boy, B as in boy, four, seven, nine, five, eight. Okay. American wide broadband, uh. And just to let you know, um, our house is very long, and so the primary router is at one end of the house, and the secondary router is at the at the other end, and we are connecting
05:00
Speaker 2
Thank you so much. Let me just add that one here. And who is your Internet service provider? Okay. American. White bro-. Okay.
05:00
Speaker 1
Pretty much via an Ethernet cable. High-speed Ethernet. That's correct. Would I find it? One second. Let me see. It's like... Do, um... How can I? Oh, yes. M-X-4-2-Z.
06:00
Speaker 2
Okay, I, Okay. However, since that one, ma'am, is child node, um, yeah, you use that one as an extension to the primary one, right? Okay. Is it possible for us, um, this one is the MX4200, right? For the model number? Okay. Okay. You have the same Wi-Fi name for this router, ma'am, and then also the primary router, right? You're using only one Wi-Fi name.
06:00
Speaker 1
M. That's correct. M Yes, j-a-n-n-e-t-k-a-n-g-1@gmail.com. So Janetkin One at Gmail. Gomez. Yes. That's correct. [silence]
07:00
Speaker 2
Okay all right let me create a case ticket first for documentation purposes before we move forward with your concern. Can you provide me an email address? Thank you. And first name and last name for the account holder, same on the email. Okay. And this is the best callback number, right, in case the call gets disconnected. The one that ends in 6599. Okay, thank you so much. So for that one, ma'am, since we will re-add that one to the primary node, we have to disconnect this node to the ethernet.
07:00
Speaker 1
OK, let me, OK, but I will do that, so I'll undo the ethernet. That's done. Um, unplug, oh, I should have turned it off first, but I just unplugged, oops. Okay. And then I'll take it um, to the, um, main one. So, you said within five feet of the main one? OK. OK. All right. We are here.
08:00
Speaker 2
that's fine. that's fine. no worries, you can just unplug it right away. Yeah. Yes, within yes, within five feet of the main one. Okay. and then let's give it like two to three minutes. let's wait for that one to recover
08:00
Speaker 1
[silence] Oh, you know what? I need to go bring the power cable in here. Um, so let, I'll be right back. I'll go get the power cable.
09:00
Speaker 2
a solid purple again, then we'll proceed with the adding of the network. Okay? Be sure to take your time.
09:00
Speaker 1
i'm just want to make sure my headphones are still connected to on this call is they are good, all right it is flashing blue. I guess it's still booting up. Okay. I did. Let me make sure it's still there. I had changed phones. let's see
10:00
Speaker 2
yes, it's still trying to recover so let's give it some time and uh by the way, do you have the link to this app on your phone
11:00
Speaker 1
I'm also following.
12:00
Speaker 2
okay okay all right so before we readd that one ma'am let's make sure first that we can log into the lynx app um can you open the lynx app for me okay and then what can you see on the app okay i need you ma'am to select the two nodes let's select that one
12:00
Speaker 1
and it has the first. Mm-hmm. That's, that's correct. Okay. All right. So it's power is on. Nodes are within range. Uhm, let's see. If they are still offline, your nodes may need a refresh. Oh my goodness. I do, I have that option. Okay. Okay. Oh.
13:00
Speaker 2
okay, and then, yes, sorry. um, yeah, it has the first one as the main node, and then one is showing offline, I assume, right? Okay. I need you to select the offline node. Do you have an option below, ma'am, with that page that you have? Do you have an option to remove that node off the network or no? Right. Let's select that one. Let's remove this one first before we re-add it.
13:00
Speaker 1
Hmm. there we go. one second. Um yes it shows one node now. Yes yes. Okay that's done. I have that. Shall I select that? Okay. All right and it says add. The first option is add a node. They would like to make a new node. Right and create new node action. Okay let's add this. Try to add this, new node. Right they should be just add the new thing which is the new
14:00
Speaker 2
and then is it showing one node now okay okay that's good so let's go back to the main dashboard and then on the main dashboard of the lynx ease app you have um a menu button on the upper left corner it's a three lines i need you to select the three lines okay and then all right and then i need you to scroll down um i need you to scroll down to the very bottom look for setup a new product yes select that one
14:00
Speaker 1
say next add a node to my network and I think that's what I want to do, right? okay. All right. Keep them close. Okay. I'll say next. Make sure everything has finished starting up. So it still is that pink that it was a moment ago. Was that, should I have restarted it again? Uh, pink? Yeah.
15:00
Speaker 2
correct yes. Select that one. Okay. And then select node light is solid. What color is it right now? Pink still. What do you have on the Lenar Sea's app?
15:00
Speaker 1
It's a solid. So. Okay. Okay. Okay, very good. Looking for your child. Nodes. Yes. [silence]
16:00
Speaker 2
Okay. I just select that one. Node light is sold, so we can proceed to the next page. is a progress bar that loading, right? Okay. So, that means that the parent node is already looking for that child node. Once the parent node finds the child node, you'll see a different option on the app. So, we'll just have to give it a minute. You're welcome. And by the way, ma'am, just to give you a heads up, the device is actually already out of warranty, so it has only three years of [silence]
16:00
Speaker 1
Thank you, I really appreciate it. This has been a wonderful pair of routers. Um, and we've really enjoyed it in the past in our big house. We had to have separate routers with separate, you know, router names and yes, and going from one end to the other you'd have to switch networks and it was such a pain and this has been such a a really good product for us. Um, so, uh, yeah, we've enjoyed it and I look forward to, uh, you know, whenever this does wear out and we have to get new ones.
17:00
Speaker 2
for the MX, 4200. So in case the device gets defective, just for future reference, we can no longer process the replacement. However, we can provide support for troubleshooting. You're welcome. Wi-Fi name. I don't know. Yeah.
17:00
Speaker 1
of continuing with Lynk_sys it's been really good. Yeah. That's great. Yeah. Absolutely. It's convenient. So the the screen changed and it says adding your child nodes. There's a new progress bar and it says this can take from four to five hours.
18:00
Speaker 2
as it off now um it's actually really less of a hassle if you have a mesh system because it will allow you to use one one Wi-Fi name only to have seamless roaming. So yeah usually mesh is actually we recommend. That's why also we are also uh moving to mesh systems so we we no longer have any more like stand-alone routers because it would be best yeah because it it's it's best to have customers do one Wi-Fi one Wi-Fi name only. far. What do we have ma'am? Yeah that's true. Oh okay
18:00
Speaker 1
to six minutes, and the pink light is flashing, so I think it's working. Mm-hmm. Well, thank you. It's fine. I will, um, do some reading while I'm waiting. Thank you. Various things. I'm reading a fiction book right now called Vigil by George. [silence]
19:00
Speaker 2
Okay, so, yeah, that means the parent node already recognized the child node, so it's already establishing a connection now, so that's good. So, since it might take six minutes, if you need to do something else, ma'am, while we're waiting within the time frame, you can actually take your time, okay? I'll just be here. Okay. You're welcome. What do you usually read? Hmm.
19:00
Speaker 1
Saunders. It's a, uh, a novel and, uh, he's quite a good writer. And so I'm, I just started that. Oh, about what? Which one? Oh, yes. Yes. Yeah. Yes. Oh, very good. Yeah. Oh, he's quite a good writer. Okay. Now the light's switched to blue, but I'm still on that same screen. And link says, Oh, good. Yeah. It, um, it says, your network and it shows router, and then child node one. And so can I click next? Okay. And it says go ahead and move your child nodes, um, let's see, shall I move it back to it's a, open, the only thing is, when I move the child node, I'll have to unplug it and um, that will turn it off. You know what I mean?
20:00
Speaker 2
okay, let's give it a few minutes on the app since it will give you another prompt after it. it has now? okay. that's good. yeah, click next. okay. let's after yeah, let's go back to the lyncs app. yeah, sorry.
21:00
Speaker 1
Yes, I do. Should I click that? Okay. Now, I'm at the dashboard and now it says two nodes. Okay. Uh-huh. Okay. | ****
22:00
Speaker 2
Yeah. That's actually correct. But on the app, I think you have a button for finish, right? Okay. Got it. All right. So you're, so you're seeing back to? Okay. That's good. So. Yes. We actually really need to turn off the child note that's fine since we're able to connect it now, so we will just unplug it and then plug it back in. As of now, we I need you to unplug or turn off the Node and then move it back to the original location before you turn on, ma'am, the um child. Node, um connect first the ethernet because it's wired, right? So the original location.
22:00
Speaker 1
Yes. Yes. Oh, thank you very much. The reason that I had to use ethernet is um, our, um, our rooms are kind of in a straight line, but there's a jog in the um, linage and it's just a hundred-year-old building with a lot of, like, metal and other things, so, um, You can't really, ethernet is the most reliable kind of a signal.
23:00
Speaker 2
to connect to the Ethernet before you turn it on. So, yeah, let's do that one. You can take your time. You're welcome. I. Yes.
23:00
Speaker 1
Yeah. Mm-hmm. Mm-hmm. can you help me um so there are several different um like there's like where you plug in the ethernet cable I didn't notice which whole I took it out of so there's one whole labeled internet and then three that are labeled ethernet. Do you know which which whole I should plug it in?
24:00
Speaker 2
That's correct. We also recommend wired back hole or wired connection for the child node. So at least on that specific location, that node can provide a much more reliable Wi-Fi, but getting internet to the main source, it would be better to have it wired, especially the type of environment you have. [silence] [silence] Yes! You actually need to plug it in to the one that has a label internet. The one that has a,
24:00
Speaker 1
Okay. Yes. Okay, very good. Okay. And it has the blue, oh, uh, there's an exclamation point, blah, blah, blah. Oh, yeah. But, but it's starting to blink now, so I'm thinking it will boot up. Ah, un. Okay.
25:00
Speaker 2
yellow line on the app okay yeah that's fine it will show offline for the meantime because we disconnected the child node so we'll just have to wait for the child node to turn to solid blue
25:00
Speaker 1
Okay, it turned blue. Okay. Oh, yeah, it still, it went back to blinking again. Still thinking. Yay! It's finished. And I can see in my app it shows two nodes, both connected. No exclamation. [silence]
26:00
Speaker 2
But it will, um, it's actually on its recovering process, so let's give it a few more minutes. Okay. Okay, you don't see any exclamation? Okay, all right.
26:00
Speaker 1
Okay, Elliot. Can you turn and connect and make sure it's connected? Oh, yeah. No, it's, it's pretty. It's full bars. Okay. My son said it's full bars suddenly and so it's uh, he's connected. Hmm. I surely will and thank you so much for your help. I really appreciate it. Thank you. You too. Take care. Bye.
27:00
Speaker 2
Mm-hmm. That's good. So, um, yeah, anything else for this man, ma'am? Or you can also try to connect to the internet just to make sure before we end the call. [silence] Okay, that's good. So if anything else, man, ma'am, if you have concerns or questions regarding your nodes, just give us a call back so we can assist you with that one, okay? [silence] You're welcome. I'm glad I was able to help. And you have a good evening now and you take care, okay? [silence] Thank you. Bye-bye.
27:00