Speaker 1
Oh, hi, yeah, I've just had a call earlier and I have had a call back. It's the information's been logged and they said just to give my phone number. 0 7,720, 2 4, 8, 5 3 5. Yes, yeah, so I need to, they've told me I'd need to reset the router, but I couldn't do that at that point because everyone was working from home. So I just need to be able to do that now so it can come back on by 2:00 P.M. Oh, okay. Yeah.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh, how may I assist you today? Yes, please. Okay. Thank you so much for that one ma'am. And just to confirm, are you calling us for the same issue? Got it, ma'am. Kindly give me 3 to 5 minutes, okay? I just need to review your previous case here on our tool. Thank you, ma'am.
00:00
Speaker 1
Iridian, I'm just going to try and reset it any minute, okay? It'll only take a couple of minutes, but I'm just waiting for them to tell me what to do. So, it should be back on by two. They're going to refund the booster and I've got another one coming. It's to deal with the compatibility firmware. The firmware is the compatibility of the firmware, but they tell you in the info that it is compatible. If you specifically google that question, it's not. If you ask, the information says it is. It's very annoying. [silence] Hi. Hi. Yeah, it's showing as just a pink solid light. So I've gone through loads, I've gone through all the troubleshooting, which should be all in the notes. We've done everything, and they just said they don't believe the node is compatible, because it's the MX4200, but they said there's one other thing they can try. Um, so.
01:00
Speaker 2
hello ma'am thank you for patiently waiting uh just to just to verify may i know the light behavior on the child node solid i see however the light on the parent node is still showing solidly
02:00
Speaker 1
Yeah, the parent node is all fine, and the other oh, no, that's now gone to pink. That's been fine the whole time. It's now showing total purple, purple, but it is working, the Wi-Fi is working. Yes, that's correct. That was white. The the the extra node and the other node is uh provided by tube, but the extra one was purchase. But I don't know why oddly the um um, Brutur is the main one is showing as purple because it wasn't. And it and that's all connect. that okay. Yes, can we do I need to restart it? What do I you to do? Just restart the actual.
03:00
Speaker 2
solid, a six, I, see, a, had, to verify was this parent node provided by chew? or did you purchase, a, all right, yeah, understand. Um got this one ma'am. And again thank you so much for the information, however, I believe we can already like reboot or restart that parent now, correct? Yes ma'am.
03:00
Speaker 1
the actual the device itself, not the main. yeah, the node. The node as opposed to the actual connection coming into the house. That's what you mean. Yeah. That's fine. Yeah. That it's just come straight up on his blue. Yeah. Yeah.
04:00
Speaker 2
yes that device, the main node ma'am, so yeah, for reboot or restart, do may, that's correct, ma'am. So yeah, for reboot or restart, you may simply unplug and replug the power adapter from the power outlet. And kindly take your time. Yeah, that's fine. And rest assured, the light on that node will turn to flashing blue and don't worry, flashing blue indicates that the node is still booting up. All right.
04:00
Speaker 1
It is like next to it. I haven't turned it on yet. Yeah.
05:00
Speaker 2
by the way, ma'am, while observing the light on the parent node, is the child node currently, like, located next to the parent? All right. Thank you so much for that information, ma'am. So yes, so for now, let's wait for the light on this node, I sorry, light on the parent node to turn back to solid blue.
05:00
Speaker 1
Yeah, that's on now. Yeah, that's on. That's lovely. Yeah. Yeah, that looks like all the Wi-Fi's come back on as well now. So when it comes on, it comes on so
06:00
Speaker 2
Okay, in solid blue indicates that it is online and working. That's great. However, we'll wait for another 30 seconds or a minute, okay, just to make sure that the the parent node will be lights will be steady blue. That's great to know. Janay, you may now turn on the child node and then let's observe its light for two to three minutes.
06:00
Speaker 1
n. Normally what happens is it flashes, flashes blue in a minute. Yeah, it's flashing blue now. And then generally what happens is it then just turns to like the pink sort of, pink purple, not really sure. It's still flashing blue at the moment. Well, that's the other thing that should be in the notes. That's not working either. So when I do the, you know, like the 198 or whatever, you know, the address, that doesn't work. That's the error. And I think it's error 2298 which I told them before. And they reckon, and they said that that's, right, so it goes, it's gone to a solid like pink sort of light now. And they said it's likely that data is
07:00
Speaker 2
[*chuckle*] yeah mhm yes , yeah , if ah that's fine ma'am if the light on the child node turned to solid pink or purple, that indicates that the device is already on setup mode. So I assume you have a that's fine, and I assume you have a computer that can connect to the parent node network? [*chuckle*]
07:00
Speaker 1
Firmware issue because of the node not being compatible with the router so it's now on a
08:00
Speaker 2
Oh, I see. All right, don't worry, ma'am. Rest assured that your routers or your nodes are compatible with each other and I'm going to walk you through on how to log in into the web user interface of the router. Okay? So, however, since we just rebooted the main node and you mentioned that the light on that node is still showing solid blue. Let's try to add this child. Let's try to add this child node again using the five press setup method. So again, ma'am, on the parent or main node, simply press the reset button five times within five seconds. So it's like press-release, press-release, five times. Thank you so much for that one.
08:00
Speaker 1
Yep, yeah went red and then Now it's flashing It's gone back to blue It's flashing blue Nothing, nothing's changed on the child note It's gone back to a solid blue light now on the parent That's correct yeah We have tried to list Already
09:00
Speaker 2
and is the light on the parent starting to flash?
09:00
Speaker 1
Yeah. Yeah I can try and do that but we've already tried that with the last person but it wasn't working. What? Yeah. Yeah. Yeah My router, yeah? Yeah.[silence]
10:00
Speaker 2
So, just to confirm the light on the child node is still showing solid pink. Is that right? Yeah. I see. Uh, is there, I'm sorry, do you have a computer that we can access again the web user interface of the parent node? Uh-huh. Adding in, we're going to, uh-huh. no worries, uh, adding in, we're going to access the user interface using a different URI. So, make sure, make sure that your computer is connected to the parent node, and if so, in the address bar, like the upper search bar, kindly type in HTTP://myrouter.local. That's correct. And then dot local.
10:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. It's just us saying to sign in. It says access denied. Yeah. Doesn't matter what password I put in, it says it's wrong. saying the same thing unexpected error 2298
11:00
Speaker 1
I've tried it, I've tried it, I tried it on my phone, I tried it on Chrome as well, and it does the same thing. So, yeah, it won't, it won't, it's not working. Where, sorry?
13:00
Speaker 2
Can we try, like, edge or Chrome? Let me know if, aha, just let me know if they should persist then. I understand, ma'am. Uh, by the way, you can't also log in into the Lynx's app. Aha I see. I see. And have you already tried logging in into the Lynx's app as well? Uh, have you tried logging in into the Lynx's app?
13:00
Speaker 1
Yes. Yes. So the link to that, that works. I'm logged into there. I can't remember. I've tried. Yes. So I've tried every password that we could have used on there and none of them work. [silence] Transcribed by Craig
14:00
Speaker 2
Alright. When you log- I'm sorry, ma'am. Just to verify, when you log in into the Linksys app, did you use the router password to log in? [silence] I see. How about this one? Uh, for now let's log in into the Linksys app using the router password and if it works, we will log in on the web user interface using the same password that we use on the app, okay? [silence] Uh, yes, ma'am. So don't worry, so on the Linksys app, we will try to reset the router password and if it goes through, and then we will use the new password to log in into the
14:00
Speaker 1
And Check. Yeah, it's Android. Sorry, I didn't know. Oh, see. I think I know what the password is because I can see how many letters it is and I think it's So I know that's what I used and it wouldn't accept it, but I can try again. Yeah, so it's using the password it's using. Actually, let me try, let me try something now. let me try. Um.
15:00
Speaker 2
web user interface. So, by the way ma'am, may I know the operating system of the phone that has the app? Is it Android or iOS? No worries. Yeah, if that's the case, ma'am, can you reaccess again? Yeah. Got that one.
15:00
Speaker 1
[KEEP_UNCERTAIN] Just, I'll just try it one more time. and then just see if I can, understand. there'd only be two things I would use. it's using none, none of them, none of, of, of, after trying any of them. I don't know. yeah, I mean, online. I've got, I can see what the password, I know what my password is, that I'm logging into the app with. sorry. [Silence] I don't understand what this is. you don't need to, if the app's on your phone, you can see your username sign in. of the photo selection bit.
16:00
Speaker 2
[silence] So just to confirm, the password does not work when you tried it on the web user interface. Is that correct? It could be possible, ma'am, that you are entering the Wi-Fi password, because the thing is router and Wi-Fi password. [silence]
16:00
Speaker 1
No. no. My Wi-Fi password's different. I can. I can see the password. It says invalid router password, but it's definitely. That's definitely the right one because I'm looking at it now. That's my router password. um. Because that's how I've set up in the app. And then my Wi-Fi password is something different. Because the Wi-Fi password is only like eight characters, whereas your router password has to be at least 10, with uppercase and lowercase. So that's why yeah, I know that they're different. So I can see that and that won't stop working at all. Yeah. Yeah. And that's obviously what happens. So you go to set up a new product. Is that right? Add a new. Yeah. Um.
17:00
Speaker 2
I see. uh-huh, uh-huh, I see, uh, since you, you have you already torn this one? Um, stretch me? [silence] Uh, by the way, since you are already login into the underscore app, can we try to connect or add the child node instead using the app? [silence] Yes, ma'am. That's correct. Uh-huh.
17:00
Speaker 1
Yeah, so I don't know. And actually, what happens is, it goes into the setup, and then it generally starts flashing. So then that is really hopeful, and then it just does that for so long, eventually, it says there's been an error, and try resetting your parent one. Obviously, I've already tried that last night several times, then kept resetting the parent one. But I actually reset the whole thing as well. So I reset everything, see if it was just, you know, not just the nodes, but that still didn't work. The other child nodes are working, it's just this different, slightly different one.
18:00
Speaker 2
Yes, ma'am. And you have any questions, just feel free. Uh huh. I see. Got this one, ma'am. And can you verify the serial number of this cloud node that we were trying to, and?
18:00
Speaker 1
yep it's I 0 M 1 0 M 5 8 C 0 2 6 8 9 [silence] yep This won't affect the wi-fi though, it won't turn it off, will it?
19:00
Speaker 2
We reset the router password on the Linksys app and once it has been reset, we will try to use the new password to log in into the Web UI.
20:00
Speaker 1
what? No, it's just doing it. And I don't know why it's floating, but oh, but it's floating because now the Wi-fi has disappeared. I have no Wi-fi now. it is yeah but it's now disconnected everything. Yeah, I mean, it's just no, it's not.
21:00
Speaker 2
hello ma'am has the app already been reinstalled got that one Oh, I see however the light however the light on the parent is still showing solidly, correct see that's weird try to turn off and on your phone's wi-fi and then check if it if it can already detect the name of the parent
21:00
Speaker 1
I mean, it's not detecting anything now. It's done. It's there. It's connected, it's connected. Yeah. Right, so I just enter my the past it's there. Okay. What it's coming up with when it opens. It's coming up with yeah, it's asking for read to password. No, it's not, it's showing something. It's asking for recovery key. it's
22:00
Speaker 2
just to confirm. All right, that's great. So yeah, on your phone, just reopen the app, and then tap on login. So on the login screen, kindly select or choose router password, and then tap on reset password. Yeah. So Yeah, ma'am. Okay, I'll enter again the five digits recovery key from the parent node.
22:00
Speaker 1
Now it's asking for the new password. Yeah. Hello. Yeah. Yeah. Yeah. Yeah. Yeah. OK. Yeah. Yeah. Yeah. Yeah. Yeah. So that's logged in.
23:00
Speaker 2
Yes, and for one ma'am, can we try to use a temporary password? Don't worry, this is just for isolation purposes. So again, your temporary password is linksys, like capital L, then L-I-N-K-S-Y-S, then numbers one, two, three, four, five, six, seven, eight, nine. And for the the special characters, you use exclamation mark. All right, and then yeah, press submit. All right, and did you manage to log in using the new password or new temporary password? That's great. So let's go back again on your computer. [silence]
23:00
Speaker 1
it's exactly the same Logan dress just that not with all the extra bits so if you're focusing to the last word sit up
24:00
Speaker 2
For one last time. So make sure again your computer is connected to the mesh sorry to the parents node network and try to open a new browser and then type in HTTP colon double forwards slash my router. local. So Yes, ma'am. For now, yeah, let's try my router. Local. Yes, ma'am. And let me know once you are back on the login screen. Yeah. Let me know kindly insert a new router password which is link sys 134567. [silence]
24:00
Speaker 1
Yep. Oh, it's doing something now. That's good. Yeah, it's very strange though. Yeah, so that's working. Yeah, perfect. On the, sorry, on the web page, what am I looking for?
25:00
Speaker 2
Oh, the new password works, correct? Correct, 1. Amazing. That's great to know. So, on that screen, click CA like Charlie Alpha, and it should be found on the bottom right corner. [silence] On the screen ma'am, I kindly ask you to scroll down and look for CA like Charlie Alpha, and it's a very tiny word. Yes, ma'am. On the bottom right corner. [silence]
25:00
Speaker 1
I've just seen in third-party licenses. Can't see that. No. Nothing at all. Yeah. Yeah, it's those three ... Yeah, that's right, it's those ... It's those three words. End user licence agreement, privacy statement, third-party licences. I'm scrolling right down. No.
26:00
Speaker 2
I see I'm net on the panels after the tabs that on the bottom right corner there's uh any words there like say uh CCO or remote access I see. Hold on ma'am. Ah ha ha. Got this one. Can you give me one, two seconds? So, yeah, on the screen, like on the bottom right corner. Can you see this options like EULA, Privacy Statement? Uh huh. Uh huh. Uh huh. However, there's no, however, there's no CA correct?
26:00
Speaker 1
No, I mean, no, and what I've done I've made, I've just zoomed out to see if it's like hidden if it was, you know, screen was too big or something, but no, there's nothing there. When I on the address bar, the end of it now says all the dynamic homepage.
27:00
Speaker 2
Sorry, ma'am, under the information there on the screen, there's no CA like indicated. I see. Can you try to reload? H-h-h-can you try to reload or refresh the screen? Thank you. [silence] So, once once the page has been reloaded, check again if there's now CA indicated underneath the bottom right corner. [silence]
27:00
Speaker 1
UML. Hashtag CA support. That's all it says on there, but there's nothing that says CA on my [screen]. At all. Yeah. Yeah, CA. Here we go. Yeah. Yep.
28:00
Speaker 2
All right, get get that one ma'am. So, kindly click the connectivity, or connectivity tab. And then check if there's an option there that says setup, or say a router setup. Uh-huh, And yeah, kindly click the add wireless child nodes button. So once you press the add wireless child node, sorry, wireless child nodes button ma'am, the button will be [silence]
28:00
Speaker 1
Pheromone what? Pheromone pink.
29:00
Speaker 2
Break the break, break reset and just break okay. And then can you break check is the light on the child now starting to medicine Is it flashing red? Flushes pink. All right. Uh, that's fine. That means that the child now is now trying to connect to the network. So for now, let's observe its light for two to three minutes, okay? Thank you.
29:00
Speaker 1
hi still flashing yeah yeah no especially
30:00
Speaker 2
Hello ma'am. is the light on the child mode still? mm-hmm. is it still flashing pink or gone to flashing red.
30:00
Speaker 1
Working fine for a month, and it just stopped working. It just disconnected, and we haven't been able to reconnect it.
31:00
Speaker 2
All right. flashing green. All right. Got that one, man. flashing red. Uh-huh. Uh-huh. That's noted. ma'am. So, yeah. Currently, the child node is still trying to connect to the network. Okay. And I assume this is the first time that you are trying to add this node to the network. Is that correct? I see. What... I... I... Tōno. Got that one, man. finishing rant. All right. Don't worry, ma'am. Let's wait for another minute for this one. sorry, two minutes for this one. And I have a timer here on my and. So I'm I'm just going to let you know when the time is up.
31:00
Speaker 1
Yes, that's correct. Yeah. Yeah, I can't do that now. Okay, I've done this, this is now about four times. [silence]
34:00
Speaker 2
hello my just to confirm the light on the child node is still flashing red correct i see let's reboot or restart the parent node one more time so again ma'am for reboot or
34:00
Speaker 1
And I've done this now and everyone's working from home now, so I had a very short window again to do it, but I tried it. It's not going to make any difference. It's about the fourth time I've reset that and done all the steps. So, I won't go there to reset their parents' page. These are really easy to set up. These are really easy to set up. I've got two other ones, and they just set up straight away and so did this one originally, and it worked for a month, and now it doesn't work. So there's clearly something wrong with it because this has taken me... I've probably spent three hours doing this over the last 24 hours. Basically, since last night, trying to reset it, so that's not normal, and we're only going to try the same things that I've already tried. Yeah, I probably could do that, yeah. I've got the parents.
35:00
Speaker 2
understand oh I understand however ma'am we're in uh huh mhm mhm mhm ah yes ma'am by the way uh how about this one is it possible to a hardwar device child nodes to the parent oh yeah let's try that one instead so [silence]
35:00
Speaker 1
Yeah. yeah so I've done that.
36:00
Speaker 2
Yes. Yes p- Alright. So just to confirm that Ethernet cable coming from the parent node is plugged in to this port?
36:00
Speaker 1
Oh, hold on, sorry. I don't know because I've got other ones plugged in. I think this has come on on a solid blue light on the child node. I can go and check the thing is I'm in two different rooms.
37:00
Speaker 2
log into the internet port on the child node, correct okay however, ma'am, it should be on the port that okay, so no worries, okay on the child node, all right, that's great to know, so, are you still on the lynksys smart wi-fi tools, like on your computer , are you still on the web user interface okay, I see,
37:00
Speaker 1
I think I just, to say at the moment, I can't see which one. So they're big, they're, uh, ports on the, the, where I put the ethernet cables in. Are they different? There's four of them on the parent. Are they different? Does it matter what one? It's closed into? Yes. Yes. Go on. Yeah. That's fine. Just put it through.
38:00
Speaker 2
uh-huh, so uh, yesterday. Yes ma'am. So if the light on the child node is still showing like solid blue uh that indicates that the node is already online or working. However uh we still need to go back to the web user interface of the parent node. Mhm, since uh-huh [silence] so uh-huh uh-huh uh-huh um [silence] uh log into their uh the web user interface uh-huh
38:00
Speaker 1
It's showing a solid blue, but it's not showing up on the, um, on the, yeah, let me have a look, uh, it's not showing on the nodes list, it might show on the device list, I'm just trying to see, I don't know which, yeah, it might be on there, I don't know how to know which one it is, yep, yep, yep,
39:00
Speaker 2
Web device list tab or like Yeah, you may try. I see, you may try to Yeah, on the web user interface, try to reload or refresh it. [silence] No worries, Ma'am. So, on the like web user interface, uh, kindly go back again to the connectivity tab. And then go to the local network.
39:00
Speaker 1
It's just waiting at the moment. Taking ages. yeah, LAN, LAN, LAN, yeah. Yeah. Yeah. Yeah. connected as land. Yeah. LAN. Yep. Yeah. Yeah, so it's 31. Yeah.
40:00
Speaker 2
under local network, click on the HCP reservation. Which means just found and yes, click on the HCP reservation. And look for the child node that we just added, and by default, it should be showing there the, oh, regarding with the connection or the interface, it should show there as connected as ward, um, yeah, okay, sorry, yeah, LAN. That's correct. So yeah, kindly reserve, yeah, kindly select that device and then click on add the Hindu reservation. And then press okay.
40:00
Speaker 1
Okay, it just says it's applying changes at the moment. Hi. It says I'm not, it says I'm, oh, it's now said I'm not connected to my router. No. [silence]
41:00
Speaker 2
yeah, let's wait for the... the new changes to be saved. Hi, ma'am, what you can see on the screen right now? Like, uh-huh.
41:00
Speaker 1
I'm reconnecting. So, oh, the Wi-Fi is gone off again. everyone's trying to work and it keeps going off. That's why I asked if it was. Sorry, I'm in the other room, but that shouldn't make any difference. It should be able to connect. Yep. Yeah, so now it's in reserve address and it's got connected again.
42:00
Speaker 2
Oh. Oh, I'm sorry. Can you check if you're...? Yes, ma'am. So once you have been re-connected to the network, kindly go back again to the Unactivity local network and then check if the... I see. I mean I know Hoffa is this computer from the parent node right now. Ma'am. So yeah, kindly go back against the Connectivity, Local Network, DHCP reservations and then check
42:00
Speaker 1
[silence] yeah [silence] yeah [silence] it's gone straight to red. [silence] Yeah, so it's now flashing red again.
43:00
Speaker 2
Ah! That's great. So, you may now try to unplug the child note from the parent note, and then let's observe again the light on this child note for two to three minutes. And hopefully, the light on this note will turn to solid blue. Thank you so much, ma'am. And again, I really do apologize for the inconvenience. And I really appreciate your cooperation. Yeah, got that one, ma'am. However, again, let's wait for another 30 minutes, okay? Because currently, the child node is trying to reconnect to the network. Hello, ma'am. Just to confirm, the light on the child now is. Is it still showing flashing red? I see. I see. Got this one. Let's wait for another minute, ma'am. [silence]
43:00
Speaker 1
is still flashing red
46:00
Speaker 2
I see. Yeah. Yeah, I really do apologize for this one, Ma'am. Uh, we might need to reset and reconfigure this, this, this, shall I know? Uh, one more time. Uh, however, I, we might also need to reboot the main node. Ever since you mentioned that we cannot do that as of the moment. Uh, it, it, it, it might take a while.
46:00
Speaker 1
I've got four things to reset everything and try to do that. So, I mean, it would have connected if it was going to, to be honest. So I very much doubt doing this all again is going to make any difference. I mean, I've literally spent 40 minutes, just over 40 minutes on the phone trying now. I spent about three hours last night and then had a phone call earlier this morning as well, um trying stuff. So, um plus I also had products the port online as well. So, I don't think it's going to work. Yeah. Yeah. Exactly, yeah.
47:00
Speaker 2
Mm-hmm. Yeah. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. So yeah, for this one, could it be possible that this router is already experiencing hardware issues? Since you mentioned that you have already tried everything on your end and we also tried everything, adding this child note via wirelessly. However, So, yeah, there's no doubt that this child node is having a hard time reconnecting using the wireless connection. Mm-hmm. So do you, any tips or?
47:00
Speaker 1
That's good. That's fine. Yeah, no worries. Um, okay. But thank you for your help anyway. Thank you. Thanks. Bye. Bye. Yeah. Yeah, bye.
48:00
Speaker 2
South How however, rest assured that this mode can still be used VOIP connection. South However for that one, yeah, we might really need to use a long internet cable to it for it to for it to be able to get online, ma'am. Yes, ma'am. And you are most welcome, ma'am. And thank you so much again for your cooperation. Your most welcome, ma'am. No worry. Thank you again for calling Lenexis, ma'am. You have a great day.
48:00