Speaker 2
welcome to links is support. To ensure quality of 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] Thank you
00:00
Speaker 1
[silence] Can you help me for a second? Yes. hold on this box. Take a while. Thank you, Robin. Hmm. we speak Where did they open? 11 Pl. Yeah, I question the same thing. I have no intention to stay on hold that. Lito. [silence] So I thought maybe, this weekend, I'm not sure how I can but, uh, this weekend I thought about trying to, um, get through the TSA thing. [silence] [silence] [silence] [silence] [silence] for 4 minutes. Alexa, set alarm clock for 4 minutes. Good afternoon, Nico. My name is David Mosey, M-O-S-E-Y. I've just purchased a uh a wi-fi router uh an MR 9610 and uh it uh it has all the appearances of being a boat anchor. It's not doing anything at all.
01:00
Speaker 2
Thank you for calling Inxis. My name is Nick Dan. May I know who am I speaking to? All right, David. How can I help?
47:00
Speaker 1
tell me again I went through the the Linksys uh app with regard to uh attempting to initialize it and what occurs is that when I first turn it on uh I have a blue blinking light and the light takes a couple of uh a minute or two to uh uh finish its initialization uh and then I I plug it into my um my modem and it blinks once or twice again after it was solid and then instead of blue it turns purple and the purple will continue to flash and it doesn't do anything after that
48:00
Speaker 2
All right. What, what have we done to install it? So what, what have we done so far? What have we done to install it? Right. Correct. Good. It is, will it stay solid, purpose? the mirror of the router. Let's take a look.
48:00
Speaker 1
I'm currently unable to transcribe the audio from the left channel as it is blank. Please provide the audio for transcription from the desired channel.
50:00
Speaker 2
okay. Can you press the reset button and hold it for 30 seconds?
50:00
Speaker 1
Yeah, I'm, uh, I'm about 15 more seconds out. Sorry, give me just a second. I got another alarm going off. sorry, I apologize. I think I've squared away everything in the background here. Okay, so it, uh, it is came came up and it's, uh, flashed.
51:00
Speaker 2
clashing blue. Wait until we can solid magenta. Alright. Tell me who is the internet service provider? Is it spectrum, Xfinity, Cox, MediaCom, Echostar link? OK. And David, let me create a case ticket for you. I will need your email address. Hmm, IEEE. OK. You're an engineer, David.
53:00
Speaker 1
router and secure switches and secure uh uh things like that for the government hh yeah uh okay so it it it appears that it it initialized uh by blinking blue and then it uh went to solid blue and it almost immediately went to the uh the purple and it's now flashing it goes solid briefly and then it turns around and and goes back there it goes into this uh flashing purple light Oh I understand I'm I I'm guessing it's doing its initialisation and uh it
54:00
Speaker 2
I can sense it, the email alone give it away. You're the one, Chasing purple, it should go solid purple, wait, wait. Oh, not a good sign, it should be solid one. [silence]
54:00
Speaker 1
It says everything's fine, and then, right after that, it goes into this purple flashing, which probably means that something's corrupted. Right? I mean, is that right? Or am I completely wrong? Okay. It happens, yep. We can try. You want me to do reset again?
55:00
Speaker 2
Correct. [ silence] You [ silence] are 100% correct. [ silence] Now, [ silence] it's 99.99% correct. I mean, functional. [ silence] It's not 100%. [ silence] However, we can do recovery on it, [ silence] run it through, [ silence] We expect, [ silence] it's not 100% along the way, [ silence] one or two components may break down [ silence] and probably will come back. [ silence] Two options. [ silence] Okay, [ silence] we can do recovery reset and [ silence] then hope that it will work, [ silence] or we can restore I return this to store. [ silence] Let's do a recovery reset first. [ silence] Hope it can do this one. [ silence] No, no, different. [ silence] This is 10 steps.
55:00
Speaker 1
Okay. Power. Turn the power off, one or other. okay service are on the blue light comes on it's solid for the moment. I'm sorry. Turn it power off again, okay? okay.
56:00
Speaker 2
on and off, okay, let me drive, let me get that instruction, out here, okay, we will unplug and replug the router and then I need you to confirm while doing it, all right, let's start, unplug the power of the router, okay, plug the power back, power on, five, six, unplug the power, unplug, turn off.
56:00
Speaker 1
Okay power is on. Blue light is solid for the moment. Now the blue light is flashing. Turn off the power again. Okay. Power is on? Solid blue light. Now it's flashing. Blue light. Yes. It's off.
57:00
Speaker 2
con turn on confirm okay turn off turn off power on confirm power on blinking right okay turn it off [silence]
57:00
Speaker 1
Powering on. Power on. Blue light's on. And now it's flashing. Powering down. [silence] Say again. [silence] Okay. Blue light was on, now it's flashing. Continuing to flash.
58:00
Speaker 2
on. on now? Linking? Okay, turn it off. Okay, power on. Now, keep it this way. Let's wait two minutes. Power on and let's keep it this way and let's wait two minutes. Continue. [silence]
58:00
Speaker 1
['not', 'yet', "for it to change color it usually takes three four", 'minutes', 'flashing', 'seems', 'to', 'have', 'slowed', 'down', 'a', 'little', 'bit', 'but', 'it', "'s", 'still', 'flashing', 'blue', 'it', 'never', 'changes', 'to', 'red', 'no', 'it', "'s", 'always', 'blue', 'or', 'uh', 'purple', 'never', 'does', 'silence']
59:00
Speaker 2
Did it change color? Let's wait for that one. It didn't change to red, right? Just blue. It should turn red. Okay.
59:00
Speaker 1
Okay, just turned a purple. Solid purple, yeah. Now it's flashing purple. Oh. Sure. Thank you, Joe.
60:00
Speaker 2
[KEEP_UNCERTAIN] [silence] or blinking. Oh. Ah, there you are. That's a good sign. Okay, let me go to the lab. Let me get that device. MR 9610. Give me a minute or two. I'll just go to the lab. Don't go.
60:00
Speaker 1
Yes I'm here [silence] brand new out of the box today yeah yes [silence]
62:00
Speaker 2
David, thanks for waiting. You there? Yeah, I got an MR9610. I tried to reset it. It goes to magenta. I have three. Never had this issue with this one. I talked to my super tech, wise supervisors. There are two options in here. We can do reflash, but we have a strong analysis based on our observation and history. This is hardware issue. This is a new one, right, David? You just purchased this one. Yeah. Is it possible for you to return this to the store? The Amazon? Replace it? Okay, I do suggest [silence]
62:00
Speaker 1
I think that probably makes sense, but I I appreciate you going through the diagnostic steps with me. Okay. Well, I appreciate that. No, I think that's it. Thank you very much for your time and your help. Thank you. Very. Right. I do. Take care yourself. Bye.
63:00
Speaker 2
This can be a hardware issue. It's not by default on your side. It could be handling, manufacturing, or storage. Rather than regret it along the way, you're better off with a better router. Right? You can call us anytime. Mm. Yes. Anytime, David. Even if the router is out of warranty, we will provide help. That's one thing we can assure you. All right, then. Anything else? Thank you, David. My honor to talk to a retiri who had worked and helped us a lot. I know. I know your organization. I had worked with your organization. If you're in the military, you understand what I was talking about. Ah, yes. All right, then. Okay. Bye-bye for now. Have a nice day. You too. Bye-bye. [silence]
63:00