Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service option, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Hi. I'm having an issue with the Linksys app. I've tried it both on the Android version on an Android phone and the Apple version on an Apple phone. And every time it is it is not working. So it keeps saying that I need to reset my router. The network is actually up and operating fine. I don't know what's the issue.
03:00
Speaker 2
Hi, thank you for calling lynxis. My name is Raquel, and how may I assist you today? [silence] Okay, thank you for the details and I'm sorry to know about that.
03:00
Speaker 1
No, I'm using the router password. Um, and what happens is when I do that, it, um, I'm will tell you, I will, I will try it all again right now. So it says getting router settings and then uh, an error message comes up that says restart router. We've encountered a problem. Please use the button below to restart your network. Once your network is back online, we'll try to fix the problem for you. So when I do that, uh, it doesn't fix the problem. I just get the same error message. Yeah, yes, yes, yes, yes, yes.
04:00
Speaker 2
But let me double check in the Linksys app there are two ways to log in. Have you used the login using router password or did you use the email for login? [silence] I see. Understood. Um may I have the serial number of your Linksys device found at the bottom. I are in the same location with the device. Okay, thank you. That can properly check it. [silence]
04:00
Speaker 1
It's 32 Wayne K. and since 100 0 M as in Mary 3 A as in Alpha 901903. And this is MX5300. It's not. I think my third time ever calling Lexus. I don't know. You might have 626-325-3573 626-255-0484.
05:00
Speaker 2
All right, thank you. And model number is showing at the bottom as well. May have it. All right, thank you. And is this your first time calling Linksys? All right, if you may have your phone number here, that's registered so that I can pull up your record. All right, let me check. Okay, all right.
05:00
Speaker 1
Yeah, that's me. Correct. I've tried uninstalling the app, uninstalling the app, turning my phone off, turning the rebooting the phone, turning it back on, going back to the app store, downloading the app again, I've tried downloading the app on an iPhone.
06:00
Speaker 2
All right, so I've got the record with a second phone number, and it's under the name of Victor. All right, and your email's registered here. It's victor.t a L I M O and G E L L I @ gmail.com. Victor. have you tried like clearing cache data on the smartphone then uninstalled, reinstall the app, then we'll try to log in using the router password? Mm-hm. Have you? Have you?
06:00
Speaker 1
you know, obviously, the the IOS app on an iPhone and none of those have worked. I've also rebooted the network twice. Correct. What do you mean how have I been using them? So a number of years. I don't know how many. Five years, maybe. I don't know. That way just just just just to be clear, the routers are working fine. It's the app that is not working. And and you and you updated but by by by the way, you updated the app recently.
07:00
Speaker 2
You mean reboot is like turning off and on the main parent node, right? And how long you been using your linksys routers or linksys node? Like, how many years? All right. Got it. I'm going to check it here, Victor, if there's there's something updated in our end since you're already use two devices, different IOS. Yes, understand. Okay, yes, I I understand. I'll just need to check.
07:00
Speaker 1
Quintely it has a new look and feel and the old app worked fine. I don't have the old app. When you Mom, I don't know how you use your phone, but when you update your app, you don't keep the old app. No, it happens when, oh my god. No, it happens when I try to open the app now because the app has already been updated. Linksys, your company, updated the app for everyone. It's a newer version. Oh, I don't know, probably a few months ago. It's not like I use the app all the time. [silence]
08:00
Speaker 2
That's may know what's the version of the old app that you have that's working fine. Do have entertainment But it happens when you update the app right. That's the time you were having trouble with the login And when when was the last time you were able to log in on the Linksys app when was the last time Okay Got it since both local know it that's that I Access remote access on the Linksys app. Is not working. Let me check on my end, if there's any update regarding with the Linksys app. I'm going to hold the line for about two to three minutes, and I'll get back to you, okay? All right, thank you. [silence] thank you for waiting on the line. hello Victor. okay. thank you for waiting on the line. I was able to check here on my end with my resources. Yes, there was an update, but it is about the Linksys Smart Wi Fi Cloud service that has been discontinued, but it should not affect your local access by logging into the app using router password. And since your router is not new.
08:00
Speaker 1
Okay, how do I do that? Okay, listen. I don' I don't even want to use the the online access. I want to use the
12:00
Speaker 2
sisters, online and connected. The other way that we can further isolate it is to check if your local access is working fine using a web browser by accessing its URL link or its default IP address. All right, just to set your expectation, Victor, if you wish us to walk you through with the troubleshooting with the access of your router, as per double checking it here for the warranty of relinx node, it's already expired. And for out of warranty devices, we no longer provide free technical support. And if we continue to, like, walk you through with the process on troubleshooting the access, we do have this paid support amounting to $15. It's a non...
12:00
Speaker 1
App. Why does the app not work? Oh, yeah, but, you know, listen, this is what's going to happen. I'm going to switch my provider and I'll never buy Linksys' product again. So, if you're trying to get $15 from me to make it so that I can figure out why your app isn't working, we have a miscommunication or a misunderstanding, I would say, of what the customer-vendor relationship is like. I am not going to pay you to tell me why your product is not working. [silence]
13:00
Speaker 2
Yes, probably that's affected with the links is smart, Wi-Fi cloud server that has been discontinued. And for us to help you with that, we need to walk you through with the process. However, with a troubleshooting, it requires the paid support that we have, since your router is already out of warranty. I understand that and I respect your decision.
13:00
Speaker 1
[silence] So, I will switch providers and I would like to know if you could provide me with the email address of, well, I'll I'll just research it. I will look up the email addresses of the various executives at linksys. The app does not work. You understand. You've pass that along. The app does not work. [silence] Forget about cloud service. It is, [silence] [silence] Well, I only I only I only get I only get two choices. When I um I can log in with my email address or I can log in directly to the router. Those are only two choices I have.
14:00
Speaker 2
I understand. Yes, but we need to further troubleshoot with the local access. It should work with local access on the Linksys app, not using the remote access or email because it has been discontinued. That could be the reason why there is an error on the app.
14:00
Speaker 1
So, so, so if, don't get me wrong, I'd, what is your name again? Yeah, Carl. So, listen, I've never logged on with my email address. So, the fact that that's no longer working is irrelevant to me. That's never how I've connected to the LinkSys app.
15:00
Speaker 2
yes. The local X X access is the router password. There is option there that to log in using router password, and the other one is to log in using email. And it should work. According to our system, it should work. But with remote access, the email using the email due to the linus cloud has been discontinued, that's the reason why you are unable to log in using the email. My name is Raquel. [silence] as long as your device is connected to the Wi-Fi over mesh network, it should. [silence]
15:00
Speaker 1
No, it can't ma'am, Ma'am, uh, you're calling. I don't think you've listened to me. I can't log in. That's not the problem. I'm log into the app. It pulls the app up and I get an error message that says restart router. We've encountered a problem. Please use the button below to restart your network. Once your network is back online, we'll try to fix the problem for you. And then there's a restart but restart network button, which I do not want to hit because I don't want to restart my network. I have five bars of service. There's no reason to restart the network. I, by the way, I did that twice already. It did not fix the problem. So I'm skeptical that the app from Linksys that says. We've encountered a problem. Please use the button.
16:00
Speaker 2
be able to log in using local access.
16:00
Speaker 1
button below to restart your network. I'm skeptical that that's accurate. That And just to be clear, I'm able to log in, then the app crashes. So this is not a question of you can't log in. Okay, I understand. That's
17:00
Speaker 2
I understand I already provided the probable reason that could cause the app to crash like it asked to restart the router it could be with the links to Linksys Smart Wi-Fi cloud disconnect the app using a cloud but if you're not logged in with the router with the email and you're trying to log in using the router password and still need to restart your network then there is a need to further troubleshoot it yes in order in order to like fix that need it needs a troubleshooting step work around but since your router is out of warranty how about this I can provide you an article guide on how to
17:00
Speaker 1
Okay. I'm not doing any of that, but I will, I will, I will look at the, the network works fine, so I don't want to do that. Um because that raises the risk of it not working fine in the future, but I will be happy to if there's a knowledge center article or something I'd be happy if you could direct me to that.
18:00
Speaker 2
Troubleshoot the app, then try accessing it as well using local access via web browser just to isolate if it's something to do with the network. [silence] And the last resort for that, it could be that you will need to reset and reconfigure the network. [silence] And to add as well [silence] Yes, I'll be sending the guide to your email after this call within 5, 10, 15 minutes. [silence] And if you're stuck on anything, like If you are able to follow my instructions via email, like try the web browser, and still not the same. [silence] I would like to set your expectation as well, Victor. [silence]
18:00
Speaker 1
No, I understand that the network is working fine, though, as I pointed out, it's really the app. So it's the ability of the app to connect to that router. Maybe it's because the firmware is out of date. It could be. It is old. I think I got it around COVID, so it's about five or six years old. Um, so, I would appreciate it if you could email me that article. You've been very helpful, by the way. It's just uh, a very uh, a little bit frustrating because all I was trying to do was check the very I have six different nodes and I was just trying to check each of the nodes and now I can't do that. I appreciate your help. You've been
19:00
Speaker 2
It's actually, um, a street end of life so links is no longer manufactured this model number and it's no longer receives firmware update. Uh-huh. I see. Got it. I and I understand the feeling Victor Norris, I'll provide you the guide on how to troubleshoot the app. Okay?
19:00
Speaker 1
as helpful as you could be, I guess I would say. Thank you. Bye bye. [silence]
20:00
Speaker 2
You're most welcome, Victor. And once again, Raquel, thank you for your time and have a wonderful night. Thank you for calling, sis. Well, bye-bye.
20:00