Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored for training purposes. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com to have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Yeah, thank you for calling Nisa. This is May, how can I help you? Okay, what's the serial number that's on the sticker underneath your router
00:00
Speaker 1
Four, two, oh, oh, four, two, eight. Okay. Yes. Okay. That, it is white at the moment. I have not looked at the child. I'm not getting, um, I'm not picking up Wi-FI and I can't get internet. And the modem that it's hooked up to has a white internet.
04:00
Speaker 2
Is it 5 8 whiskey, 1, 0, Mary, 2 9, J, V, A, D, 0 0, 4 2 8? Yeah, 0 0, 4 2 8. It shows here the model number for your device is MX 6 2 00. And what's the light status of the main one that is plugged straight to the modem now? What's the light indicator on top? [silence] And including the extenders, the child node.
04:00
Speaker 1
um number you know thing which i was told is the you know internet is there i know there's no internet outage in this area since you know okay i can see the original what i'm sorry I don't have I don't understand what you mean by I do not have any I don't know about the wifi I don't have any internet and I don't you know
05:00
Speaker 2
uh-huh. Mm. Okay. But the main one is solid white on top, which means the internet should should work fine. when you're right beside the main node, you can still see the original Wi-Fi that you set up, right? your Wi-Fi for your Linksys. your Wi-Fi for Linksys. You're the one who set up this node? Okay. What was the Wi-Fi name you gave for it? Can you still remember? Okay. You can check your Wi-Fi list. Okay. Okay. Select link just there.
05:00
Speaker 1
Billboard device and USB storage say connected. Do I, what does that mean? I don't understand. You know, I'm not sure what a USB billboard device is. So. Yeah, uh, yes, it is. Okay. What, what, what am I doing? I'm sorry. I'm not sure what I am. Yes, okay.
07:00
Speaker 2
Mmm hmm. So, it's still connected then. Right, so? Mhm. And, yeah. Is this an iPhone? The one that you're using. There's a little I icon right beside the little link thing's name. Tap that one and tell me what's the IP address. Tap the I. Is this an iPhone? Okay, since it's an iPhone, there should be a little I icon right beside each Wi-Fi name.
07:00
Speaker 1
okay, the phone Wi-Fi. Okay. Okay. And, okay. It's right now. It says Wi-Fi. Wi-Fi. Networks. What am I supposed to be looking for? Okay. I'm in the Wi-Fi. It says, 'Connect To Wi-Fi, View Available Networks, And Manage Nearby Guests. ' So, what do you want me to do now? I don't see an IP address. You ask me to go to-- okay. I'm going back [silence]
08:00
Speaker 2
Go to the settings of your phone. Okay, so what's the IP address again that you can see there? So what are the information again? Hmm.
08:00
Speaker 1
Two settings I'm in settings and it says mary roll app my name at the top then it's airplane mode, Wi-Fi, dah dah dah dah. What do you want me to do? You want me to touch the Wi-Fi. Is that correct? Okay. And so I did that. Oh, you mean the little i number? Let me see if I can do that. Okay. It says uh, send the load data mode automatic private. Oh, Wi-Fi address is AE colon or yeah, that's colon, 7E colon B zero P. Uh, you want the IP address? Okay, 192.168.1.254. Default gateway. Gateway. 254. Default. Subnet mask, 255.255.255.0. Okay, and those are the static. Static IP address. Okay, does that work?
09:00
Speaker 2
Yeah, testing the Wi-Fi connectivity. [silence] Yes, that one. [silence] But the one that's only numbers and letters.
09:00
Speaker 1
168.3.11 for one 12 yeah okay, 168.3.11 for yes okay yes okay let me do
10:00
Speaker 2
Okay, say that one more time. It's dot eight dot one dot one. Oh, you're connected to the guest network right now. That's a different connection. If you want to log in to your router settings, you must be connected to the main Wi-Fi. And just to make sure, you're calling, it's because your Linksys is offline, right? When you're connected to it.
10:00
Speaker 1
Okay, it's connected to Biddy Katie now. So, what do I need to do next? Uh, how did that happen? I went to the little dot, all the way down to the IP address on this one is 192.168.1.43. Okay. The router 1.1, yes. I thought you said IP address. You want the the router address is 192.168.1.1.
11:00
Speaker 2
Okay. But since it's the router's IP address, that we need to access it will always end with number one so when you access that, it should be 192. that 168, and M.
11:00
Speaker 1
Well, the, I, I'm, I'm confused what, what, yeah, I, I use to get, those are the output. I, I mean, yeah, bitty kitty is what I normally have. I, I, I, I thought I had the router on bitty kitty. Okay. So I, I'm surprised that it's on the guest network, because the guest is the 2.4, right? And that way I can do some of my other apps, you know, or devices need to have the lower speed. And so, um, you know, it's like I say. So the, you know, the bitty kitty I use with my computer. So I was surprised to see it as guest. I don't know what happened. [silence]
12:00
Speaker 2
okay 192.168 dot 1.1 but it should not be connected to your network by the way which is the same with the phone cause that's the guest network [silence]
12:00
Speaker 1
Are you there? Okay. [silence] I'm sorry, what's the feature?
13:00
Speaker 1
right, uh, it's my computer that is not is having the problem. I mean, I don't, you know, I wasn't able to use the, uh, computer to access the internet, uh, access my email. So, it's kind of interesting, you know. Mm-hm. Yes. Well, I, I think I just
14:00
Speaker 2
you had the your computer right essay from your phone just used 192168.1.1 to access your router settings previously your phone is connected to guest network, it will prevent you from accessing your main router. but a friend. Okay. Yeah, guest network is only for a temporary connection. If there's like guests there, they can connect to their guest network for your main routers to be protected. [silence]
14:00
Speaker 2
So far it's still white, right? The light status on top. All three. Landing, you can check it now whilst you still have me on the line. Check if those are still...
16:00
Speaker 1
okay, I'm, I'm going back there now. I hadn't actually checked on them. And What? I mean, uh, Oh, long one. One of them is out actually in a barn. Like, you know, uh, let me see. This one is in this bedroom and it's white. So is it, is it supposed to be white or is it supposed to be blue? I forget. they. Okay. So,
17:00
Speaker 2
still solid red if not bring it over as well right beside the main just in uh-huh uh-huh working blue when it's not. When it's ready to be up
17:00
Speaker 1
It's white. I can go to my Ring system to see if that's running and, uh, You know, it's like I say, the only thing that I've got working is the telephone. So, um, Hold on a second while I check my Ring system. And see what it's doing. Ring is working. Yep, Ring's working. So they're all, I mean, and that's all running through here. So why don't I have internet?
18:00
Speaker 2
Yes, yeah. Well, one node is offline, it will really affect the performance of the rest, but once all are online, it will share the same password, so your device says should be um, [silence]
18:00
Speaker 1
And I doubt. Let me, uh, it says it's not connected. Linksys is not connected to the computer, is what it's saying. And, you know, I have it. The computer is, I've always used a Wi-Fi connection to the computer so I've never put a direct cable between the two. I don't know that you can.
19:00
Speaker 2
you should have a good signal at home. [silence] pretty easy to set up. [silence] not only that, but with no long term contracts.
19:00
Speaker 1
if the, you're saying that if the white light is on the, uh, on the, uh, router, it's working correctly? What if I remove the device from the computer and then, I don't know how do I reinstall it, I'm not even sure if that. Just trying to think of how we could, you know, is it the computer? How do I know that the, how do I know that the internet is rolling through the, the systems? How do I know that we're actually getting a signal from, Brees line? They're saying there's no outage in that, you know, the fact that I have a one, The white light on my modem says that the internet is okay. Is that the case? okay. the it's white so the if if that means that is operating correctly. and it's working obviously with the rest of my systems are working because they're you know I can have the ring system the the ring systems are rolling through the Wi-Fi those things are connected by the Wi-Fi on the guest network. okay. and uh yeah so you know. okay. so Okay, so this is, this is working. The, the Linksys then is saying it's working. And according, Breeze line didn't do, this is not a Breeze line modem. This is a Aris modem. And uh, you know, so Breeze line didn't do a link through. They were just saying that if it's white, it's working for the internet. Yep.
20:00
Speaker 2
Okay. Mm-hmm.
22:00
Speaker 1
node, if you will, uh out there from breeze line, and she has internet. So the problem is either on the line coming in directly, which would show wouldn't there there'd be a problem coming to the to the modem, the modem would show that it there's no internet. I mean it's connected, but that doesn't, you know, right? So it's not getting if it's a modem problem, everything It will the Wi-Fi work without internet? Right. But will the will the Linksys, if there was if, you know, uh, uh cable cut.
23:00
Speaker 2
If the, the, if the it's the modem's problem, all links to will be affected, since that's the main source of internet. You can connect, but no internet at all. You cannot access any websites.
23:00
Speaker 1
Will my Linksys continue the Wi-Fi on my internal campus? Does it depend? It will, right? So, it's not dependent on the internet. So, I don't have a way of knowing for sure that the internet it's actually getting to the Linksys.
24:00
Speaker 2
Uh-huh. It should. [silence]. Uh-huh. [silence]. Yeah. So, from the modem the internet pass through or it's delivering its signal to our links node. And from our links main node, it goes to the rest of the extenders. That's the flow of the internet connection. If it's the modem, if the modem has issues, all our links is will be affected. But if ever it's only links is that the Wi-Fi is not working, your modem is still.
24:00
Speaker 1
[silence]om I don't know. I I just I well I don't know if I'm using I don't know how I am using the phone whether it's Wi-Fi or whether it's directly uh through the cell tower. Okay. Okay. Settings, Wi-Fi. Okay.
25:00
Speaker 2
you can go on online with the the modem right now. What I can assure to you is that your note is working since it's right. But you can. Yeah. Yeah. Yeah. Actually, your phone is connected to the link says Wi-Fi name, right? When you go to the Wi-Fi setting. We can check it right now. You can go to settings, go to Wi-Fi. Under Wi-Fi, what's the Wi-Fi name that you're connecting?
25:00
Speaker 1
Wi-Fi, connect to Wi-Fi. [silence] [silence] View available networks and learn more. And it's, you know, Okay, wait, wait. It's why [silence] [silence] That's my network. Asked to join other event networks. Ask. My network, other networks. And it's other network. It says join Wi-Fi network [silence] and it's a name and there's a security and but there it is not showing other networks. And I know there's quite a [silence] [silence] My Wi-Fi [silence] Yes, yes. And I'm using Bitty Kitty. Okay. It selected. Yes. My guests is not spotlighting at the moment.
26:00
Speaker 2
Connect to WiFi [silence] View Available Networks [silence] that [silence] your WiFi [silence] is there available? [silence] your WiFi name. [silence] okay [silence] already selected or not yet [silence] okay [silence] it asking for
26:00
Speaker 1
Nah. So it's everything, you know, it's it's connecting. But that is I'm just trying to think. My my service provider is not, you know, breeze line. You know what I mean? Breeze line's not providing me telecommunication services or self self service. Hmm. And I'm still getting messages, text messages. Uh, I'm sure we're I'm, not sure. What do you need me to do?
27:00
Speaker 2
Let's connect your laptop instead to the devell set up name instead of your phone to the develop Wi-Fi.
28:00
Speaker 1
I'm right at it. Yes. Am I. I'm trying to understand. I go to. I don't know what I'm supposed to be looking at. Okay, I'm in system settings. Okay, let's step back a minute. I am now looking when I'm looking at my phone, I have a different set of information. When I'm looking at the screen on the computer, I'm in settings. I have home, system, Bluetooth and devices, or network and internet. Which one do you want me to connect or highlight? Should I go. I see nothing that says Wi-Fi.
29:00
Speaker 2
Okay. And what's the Wi − WiFi that this this computer is currently connected to? What's the WiFi name? Hmm.
29:00
Speaker 1
uh there I have blue two devices I when I'm in Bluetooth and devices I have Bluetooth discoverable as laptop devices mouse keyboard uh uh uh uh print and scanners mobile devices instantly access it from your uh thing I do not it still allow us to actually it says learn a man yes it is the four corners oh yes okay okay can you say can you end for men
30:00
Speaker 2
[silence] connection uh Wi-Fi connection. That's it? Is this a Windows computer or? Okay I'll walk you through. Then there's a small search box on the lower left side. Can you see it? Small search box right beside the Windows icon search. Small search box. Okay type there
30:00
Speaker 1
What? Oh, Nancy, O-N. Okay. Yes. Yes. Yes. Oh, wait a second. N-C-P-A. You want me to do CPA again? Then CPL. Oh. I just tried to get my cursor back on there. Uh, and what did
31:00
Speaker 2
N for Nancy, small letter. C for cat. C for papa. A for alpha. Dot CPL Charlie Papa Lima. No, just NCPA.CPL. That's it. NCPA.CPL. uh-huh and CPR to CPL no you got a miss type letter it should be N for Nancy C for cat
31:00
Speaker 1
What? Yes. Okay. Okay. Do an enter. Looks like you're, okay. Bluetooth connection not connected. Ethernet cable unplugged. How is that? No. No! There is no connection
33:00
Speaker 2
uh for Papa and then a for Alpha period or dot CPL Charlie Papa Lima uh huh I think this computer you have doesn't have a Wi-Fi uh option is it wired directly to link uh this uh this computer okay so actually what I walk you through is the network settings already of your computer
33:00
Speaker 1
Okay. Okay. Okay. And Oh, okay. Now, right, now I have, I don't know how to say this any easier. I have, I'm going to go back to the original settings. I'm going to go back. Come on you, go on back. Bluetooth devices, mobile devices. I'm on Bluetooth is there. I'm back to network and internet. I'm just, this has been bouncing back on so many things. I just want to, I just, I'm going to go back to home. And now I'll go to okay, it's I'm in settings and what settings tells me is these are the options I have. Home.
34:00
Speaker 2
Wi-Fi there's really no, only ethernet.
34:00
Speaker 1
Ah. and they they're showing Bluetooth discoverable as laptop da done da done and Bluetooth devices Linksys not connected okay that's what it's saying me okay I can do the and then it's got device information and and stuff like that the next one is system when it's got the display sound focus da done to that goes on down I don't see let me go all the way down to be sure there's nothing called Wi-Fi on that the next item is Bluetooth and devices it says there's a Linksys up there Linksys not connected and then there's Bluetooth discoverable as laptop I mean is Bluetooth Wi-Fi?
35:00
Speaker 2
uh you heard me right.
35:00
Speaker 1
I hear, it doesn't say Wi-Fi anywhere, it just says link sys not connected. This is only a two year old computer and it wasn't cheap, so, you know, I just clicked on it, I just clicked on it and it went to Linksys not connected. Let me got here. Remove this device. And that's the only thing it's telling me right now. Remove this device. Okay. All right. Okay. more blueooth settings. What if we do a Wi-Fi search? You know, just search for
36:00
Speaker 2
links is and and since you can see links is not connected there is there an option for you to reconnect is there any option like reconnect or continue like that okay just click on remove instead and then click ok and the other one click is
36:00
Speaker 1
for Wi-Fi, let's see what it says.
37:00
Speaker 2
It cannot. Since your computer right now cannot, there's no Wi-Fi option at all. Can you, I mean, can you check the status or the icons on the lower right side of your computer? There should be a fan icon there or a globe icon. That's the shortcut. Okay, so click that. Is your Wi-Fi turned on? But can you see there are shown available networks or can you see a Wi-Fi list? [silence] Okay. There's really no links that that or any other Wi-Fi available to your laptop now. It can't really. and this is a Windows computer. Let's just go back to your files.
37:00
Speaker 1
Steve. Computer? You want. Yeah. Okay. Okay. I'm going to do uh. All right. I did it with the switch opposed to through the system. All right. I actually have reset this computer trying to figure make it work several times. In the past it hasn't done anything. Doesn't mean it won't do it now. So, we'll find out.
39:00
Speaker 2
It's bout that computer.
39:00
Speaker 1
[silence] Yes. Okay, you want the link, this do you want me into the app or do you want me into settings? Okay and okay my guess is available is it connected to biddyitty. It's not showing the other networks. I am not getting any information from networks out, you know, that in my neighborhood which normally there should be four or five of them and the icon for the internet on my computer shows that it's not available. Okay.
40:00
Speaker 2
And while your laptop is rebooting, go back to your phone. I need you to tap the linksys option there. Wi-Fi. [no audio] Not the app, but the Wi-Fi list. Where you can see linksys is unavailable. Can you see Wi-Fi list now on the computer? Even the guest network that you have. It should appear there. Please broadcast to your computer. It's not really like click again the globe icon. Click again the globe icon on the computer. And can you see Wi- Fi list this time?
40:00
Speaker 1
I don't know what that is. There's cast and project. And the only thing it shows, there's a [REDACTED_PAYMENT_DIGITS]% battery. There's an L for Lenovo Advantage and all settings. And if I that little the wheel icon and if I hit that, it comes up with the laptop recommended settings. Display, sound, cloud storage, Bluetooth devices, manage add remove. Device uh let me see if I can be sure I don't have anything out here. It has a processor, graphics card, about your device, which it could go to storage, installed RAM, maybe about our devices, check it out real quick. Uh Intel x2 [REDACTED_PAYMENT_DIGITS] Wait, wait, wait, wait. You're telling me my phone cannot, wait, wait, wait, wait. You want me to? No, I can. I don't know. I'm I have an option of doing Wi-Fi with either biddy kitty or guests. At the moment, my Wi-Fi on the phone is biddy kitty. But my phone is not uh, and I I've been able to access the internet on my phone with no problem.
42:00
Speaker 2
I need to do this one instead, because right now, the Wi-Fi's not really showing up. And on your computer, though it has something to do with the computer already, your phone can only detect the guest network, not the main Wi-Fi. Can you switch off our? There's a switch underneath it. Just switch it off. They vary a note only. Your phone can only see the guest Wi-Fi, right? Only the guest Wi-Fi. And Um,
43:00
Speaker 1
I'm Ben, you know, I went on to... Okay. Okay. Okay. It has I'm in Bitty Kitty, it says the IP address at the bottom is 192.168. Oh, I'm sorry, you want the router or the IP? The IP is 192 Which one? 168 Okay, 192.168.1.1.
44:00
Speaker 2
Just just to make sure if it's really working. Can you check this first? Go back to the Wi-Fi settings of your phone. I need you to tap the eye icon right beside a the video gaming Wi-Fi name. Let me just make sure it's your main Wi-Fi. Okay. And then tap what's the IP address. Duh. Okay. Let me go ahead. Yeah, the one I had too.
44:00
Speaker 1
Okay. So, okay, hold on. Where is that mobile data? Okay. Okay. Okay. I'm not, I'm not sure. I'm in the same place as you are. I'm in settings. At Wi-Fi or Bluetooth, where do you want me to look for mobile data? Is it in Bluetooth?
45:00
Speaker 2
Okay. Yeah, that's indeed that's your main Wi-Fi. And you can go now to the settings again of your phone. Go to settings and go to cellular data or mobile data. That's under settings, mobile data. Make sure it's off. Is it off or on? Just tap there. There should know on your phone Wi-Fi settings still. Can you see still your data?
45:00
Speaker 1
No. There's one for cellular. It says cellular. Here's the data. And it's on right now. Okay. Okay. Okay. All right, I've just turned that off. Okay. Okay. Okay. I'm into that one. Let me take and
46:00
Speaker 2
That's the settings on the iPhone, where you can see the data. We're checking this to make sure that you're getting internet out from Wi-Fi, not because of the data of your phone. So, if you're under settings, there should be option there, mobile data or cellular data, aside from Wi-Fi. Okay, have that one off. Okay, now try to visit any website to see if internet will still work.
46:00
Speaker 1
Go into here. Okay. I'm going to do towards. Gallery. It just popped into, um, it popped into something that I had been in, but it's not the main. Hang on a second. Let me be sure I'm not going into, let me go into a Facebook. Okay. Spelling password. Okay. Login. It's taking a while. So maybe, when I went into one of the websites, oh, could it be in the memory? No. Check your email. We sent a code to your email. Enter the code to confirm your Okay, okay. So they didn't like my device. Uh, okay. 446422 hang on a second. 44 6422 continue. This would I mean, this is this is this is, I mean, they're I must've gotten through to something because they're they didn't just take my uh information. Confirm it's you the same way unlock your device. Continue. Continue. I'm don't I gotta I gotta be able to scan the the the code that they are they are sending me with a compatible device.
47:00
Speaker 1
yep, I got amazon, amazon Prime, you know. The link is still same, solid white and the Okay. Always, I've never had a problem, never knew it was an issue. [silence]
50:00
Speaker 2
the Amazon website. [silence] and your lynxis main node remains solid white until now. Yes. Okay. [silence] So we're able to check right now that it's not because of the data while your phone can search online. It's because of the Wi-Fi that is still active. Now, we're done with your phone. Let's proceed with the computer. [silence] Your computer, were you able to connect that one to the Wi-Fi before? [silence] Because,
50:00
Speaker 1
Okay. Okay. M C P B. Yes. And DOT, C as in cat, again, right, cat, Papa. It's okay. Good. Okay. And I'm doing an enter.
51:00
Speaker 2
Because upon checking right now, we've run through the network settings using NCP dot CPL. There's no Wi-Fi option at all. If the computer is capable for Wi-Fi, it should be one of the options. Try to do again, NCPA dot CPL. See on the small search box on the lower left side. N for Nancy, C for cat, C for Papa, Alpha dot Charlie Papa Lima. And after the dot, CPL, so Charlie Papa Lima
51:00
Speaker 1
And it comes Bluetooth connection not connected or Wi-Fi. Right. Okay. Okay. It says, you know, there's view, there's on top of the thing, as options I can do. It says, view Bluetooth network devices, disable this network device.
52:00
Speaker 2
Press anyway. Okay. What else? That's normal. That's normal status because your computer is not wired. That's why network cable and unplug is the status there. If you gonna wire this computer to any of the device that you have there, the status there will be connected. So that's normal for ethernet to have the status like that. Proceed. What else you can see there?
52:00
Speaker 1
rename this connection or change settings of this connection? No. Yes. No. No. It was, and, and it was working this morning and I have not been on the computer to touch it even, you know, I came in to take a do a, you know, to get on the network to do some stuff and it was like, I was seeing the icon, so I didn't even try for a bit. It's never.
53:00
Speaker 2
Okay.so there's really no Wi-Fi option there. then just for blue, tooth E-R net and no one touch the settings of this computer.no one touches it is it's really where the Wi-Fi is gone the Wi-Fi option and it's not wired before it's not wired the connection for this computer before.
53:00
Speaker 1
never never i've never had the the computers wired to this i haven't yeah i mean like it's been like 20 years since i've had a wired connection yeah and this is a laptop it's like i say it's a new laptop's only well two years old um it will be two years old in november so not two years old yet so um okay i'm i'm close i'm gonna yes so i'm gonna close the
54:00
Speaker 2
([silence])
54:00
Speaker 1
other open things now, okay. And so now I'm, yeah. OK, so. Device manager. OK. Hang on a second. Device manager. All right, I've got that. Network adapters, I see it. There's Bluetooth, internet, realtek, USB, WAN, mini ports, and there's a whole series of them. And then it goes out. Neural process, processors, port devices, hardware and devices, print queues, printers. And then it goes out.
55:00
Speaker 2
Uh, yeah. Because just goes everything that we tried to access. And you can actually search, uh, type there, device manager on the search tab, small search tab, device manager. Yes. Under device manager, look for network adapter. Okay. I just look for wireless there. There should be wireless option there.
55:00
Speaker 1
I'm going to go all the way up to the top.
56:00
Speaker 2
Not that one, still under network adapter. Still under network adapter. That's why, there's really a problem with the Wi-Fi adapter of your computer, ma'am. There's a red triangle that you can see there. Just right click that and there should be properties option.
56:00
Speaker 1
operation was unsuccessful. No, but I have a lot of auto, it's, you know, automatic, uh, updates so I don't do it. It sort of does it itself. Right. I did a, well, my restart on this last one was a, um, I pressed the button. Normally, I do the, you know, turn off, turn on and the options mode in the software. You know, I did as a, a physical connection to the side thing. Um, I'm just thinking what else can I do? Control Alt Delete? Won't do that, really. It doesn't turn it off, does it? No, it just stops everything.
57:00
Speaker 2
Uh, um, based on, hmm, mm-hmm, based on what I've, uh, searched uh here under Google, uh I'd searched the, uh, triangle arrow that you saw earlier under networking adapter. It shows here that only means that, uh, there was a detected problem with your laptop, uh, usually caused by a corrupted driver, uh, temporary glitch or an outdated operating system. So the recommended troubleshooting would be. [silence]
58:00
Speaker 1
I'm back, so we're back into into Wi-Fi only, I have seen it before and I think I have to hit network and it'll do it then. So I'm going to hit network. And yeah, there it goes to advanced network settings. It's down here. Okay. All right. Yes reset all network adapters to factory settings.
60:00
Speaker 2
the windows key yeah just press that and then instead of number one it should be letter I okay can you see the advanced network settings or in network and the internet yeah advanced network settings can you see that yes okay under advanced network settings there should be network reset option network reset
60:00
Speaker 1
okay, okay. Network reset? Reset now. Are you sure you want to reset this? Yep. Windows will shut down in five minutes. Okay, this will remove and then reinstall. Yeah, it says, you know, I can... you're about to be signed out. Windows will shut down in five minutes. Shutdown will start on Monday, June 15th at 5:34:58. So, I guess... it's... No, but I just... it said close that window. I closed that window, so I don't I don't think they want me to shut it down. Right, it just did a hiccup. I just saw it.
61:00
Speaker 2
you can click that click reset now say it's five minutes uh-huh you can see a progress bar unknown need no need uh-huh
61:00
Speaker 1
Yeah. Yeah, it's doing something cuz it's, every now and then there's like a little, a quick flash of a little circle, you know, flash flash of something, like it's loading something, you know what I mean? So, it's doing something in the background here. But yeah.
62:00
Speaker 2
So what you can see that right there, can you see a loading icon or a progress bar or something? Okay. Is a it shows you here network reset. This is quickest way to fix driver glitch by removing and reinstalling all network adapter so you can anyways, the message shows five minutes, Max so we'll see then so far almost two minutes had passed let's just see the status 10 I'll be right back. Let me just check what else we can do just in case it fails, okay? I'll be right back. You're welcome. [silence] I thank you so much for staying on the line. How was it? Did it still.
62:00
Speaker 1
thing that was still processing, you know what i mean? and uh so it should be any time because they're, well, they're saying specifically 5:34:58 and my phone's - i don't i don't have the seconds. There it is, it should be done. There it is, restartinge. Oh, sorry. Oh, yeah. Yeah, it's just it's done the, you know, the initial
66:00
Speaker 2
Okay. All right. And it's starting to, I mean, it's starting to have a loading a status now. Okay.
66:00
Speaker 1
Here we are. And that. And it's showing me as an internet globe with nothing working, you know, it's got the the cross on it. Well, I'm waiting for it to actually, you know, finish the whole load. But it's like it didn't detect it right away. And it's not detecting it now. And, uh, you know, it's still loading in the background here, so I don't want to, you know, get it all confused. My internet, my what about Brizline is the internet provider and they don't they do not have any, uh, outages, they're saying. And my neighbor, huh? I'm sorry. Uh, br, E as in zebra. And, uh, I did talk to my neighbor and she checked she has, she said she has the
67:00
Speaker 2
Mm-hmm. Okay. Uh-oh. Mm-hmm. Is it Spectrum your internet provider? Brave. What was it again? Who is it? Who is it again? Brave Uh uh Breezeline. Okay. Yes. Uh,
67:00
Speaker 1
Okay, because
68:00
Speaker 2
Ah, yeah, because your phone is online actually without your data being turned on. What I can see right now, Mary, it's just the laptop that is having an issue, actually. Because of its Wi-Fi settings, uh, stop working, suddenly that option is not anymore available to your laptop. It turns out that there's really an issue with it. When we check the network adapter, network adapter will show the, um, the Wi-Fi, I mean the wireless adapter status of your laptop. So hopefully this reset, network reset we did is, uh, will fix it because that's the quickest way to resolve wireless adapter problem. on the laptop.
68:00
Speaker 1
Right. Well, right now, you're saying that because we did the no data thing, that the internet won't connect, is that right? Right.
69:00
Speaker 2
And no. Actually, without earlier, prior doing this network adapter, I mean this network reset. The laptop is not showing anymore the Wi-Fi option. So, even though regardless our links are offline or online, your computer won't detect any Wi-Fi connection. Even your neighbor's Wi-Fi, it's not detecting it. Because the Wi-Fi, the Wi-Fi feature of your laptop is not even showing as an option. Just Ethernet, Bluetooth, there's no Wi-Fi at all. [silence] So let's just hope [silence] that this
69:00
Speaker 1
I don't it's up and it's not showing it available Wi-Fi. Wait, wait, wait, wait, not connected. It is showing Wi-Fi for the first time. Okay. Wi-Fi is off. Turn on Wi-Fi to connect to available Wi-Fi. Okay. Turn. Turn on it says manually. How do I turn it on man? I go back over to settings, right? Okay. Okay. Where am I? Settings. Okay. Okay. So I go I didn't write it down. Okay. So is in.
70:00
Speaker 2
Is the network reset will solve that problem? Okay. Turn it on. Mm-hmm. Um, just do this instead Mary. The NCPA to CPL so that it will go you direct. Uh-huh. NCPA. Ah sure. L. NCPA for for Papa, A for Alpha. Dot CPL.
70:00
Speaker 1
CPL. And Enter. Bluetooth connected, not connected. Okay. Not connected. I'm seeing, it says wi-fi, not connected. Okay. Connect. Wi-fi is off, turn on wi-fi to connect to available wi-fi, manually. It says, More wi-fi settings. I don't understand. Turn on wi-fi to connect. It says manually. And then,
71:00
Speaker 2
[Silence] [Silence]
71:00
Speaker 1
where eat i i have and it's not doing anything then it says in one hour in four hours in one day and there's you know it's like it's in one day no I want to now turn on Wi-Fi so Okay disconnect? Oh, disabled. Disabled, okay? Now what? Enable enabling enabling Wi-Fi not connected [silence]
72:00
Speaker 2
click on manually and we'll see what are the options okay try go back to the network adapter when you right click at just select connect disconnect I mean disable slash enable option mm-hmm and then right click it again and then select enabled okay right click it again and select connect
72:00
Speaker 1
who fi is off. Turn on WiFi to connect to available network. We're back to manually. And how do I do that manually? More WiFi settings. There's a thing down here. Okay here it is. Here it is. Wait wait there. I went, it put me back into. Remember we turned it off or we turned that was something else we turned off. This then I just look put it on. Okay let's see what happened. It hasn't done anything. Show available networks. Let's look. I've got bitty kitty my guest and hidden network. Uh okay we're doing bitty kitty. Connect automatically connect. Enter the password. So I'm back to password for bitty kitty. All right.
73:00
Speaker 2
Okay. So, scene. Straight. Done. Okay, your Wi-Fi, select your main Wi-Fi. Your Wi-Fi password.
73:00
Speaker 1
Okay. [silence] This is actually not as bad as the modem modem one. Let me see, where is the I'm missing it. There it is. [silence] go more. Come on. [silence] Let me see this. Come on. Let me see when I'm writing. [silence] G. [silence] GRL, capital M. Go free. Enter. Verifying and connecting. [silence] The password isn't correct, I couldn't see the password. This is wonderful. All right, let me do this again. One four. P E D E K. Oh, I see. I see. 23 now. My handwriting was really bad, and I made a clarification on it on the second thing so I could, yeah, it's better. I'm so glad I wrote this stuff down. Oh, the past will.
74:00
Speaker 2
They'll say it's hard for you. Okay. If the password is not working, but you're sure that's your Wi-Fi password, right?
76:00
Speaker 1
That is. yes. No, unfortunately. And I don't even know that this is a this is a laptop and I don't even know if it has an Ethernet. Uh, well, if it has a I'm not sure what that A little bit larger but it's not an Ethernet port on that one. Let me see. There's. I do not see I don't think I have an Ethernet port on here. Oh! Let me. There's one one other very. Uh,
78:00
Speaker 2
If the password is still not working, do you want me to walk you through how to check the password for your router? You just need to connect this computer temporarily wired to your lenses. Do you have extra ethernet cable? Okay. Okay. So you can now use, instead, your phone, open their browser.
78:00
Speaker 1
uh, open the, open my browser in my phone. What is, ah, internet. Okay. Okay. router admin login. That's one we want? 192.168.1.1. So, username,
80:00
Speaker 2
Yes. Earlier we access amazon.com so let's access the website instead for your [silence] linksys router. So just type there 192.168.1.1. What was the page that you're routed to again? 192.168.1.1.
80:00
Speaker 1
yes. Okay. And what page, uh, they have one, rooter admin login, that has a user and password to be needed. Everything you need to know about that login by router, uh, how to access router settings. Is that what, uh, and then there's a, that was a YouTube. Linksys extender set up, is that the one you want? That one is mini tool partition wizard. I mean they've given me a lot of of uh, Is there a, you know, there are many many coming up. So images may be subject to copyright. And then there's
81:00
Speaker 2
That's it. What page you have there now? What's the page? any website but we need to access right now to the lynx settings can you try to type again on the address bar okay 192.168.1.1
81:00
Speaker 1
Where am I? I'm just, I'm just Google, okay? Okay, on the address bar. Okay. What was that number again? One. Okay. Okay. And okay, I'm doing an enter. This website may be impersonating 192.168.1.1 to steal your personal or financial information, you should go back to the previous page. 192.168.1.1. So, should I go to show details?
83:00
Speaker 2
192.168.1.1
83:00
Speaker 1
[KEEP_UNCERTAIN] Safari will, yeah. It's compromised. You said we're in an attack. There's no more. You can view this or so. What do I do next? Go back. Okay, there I am again. Okay, I went to it. So I go back that way? Back that way? I'm not even sure. I'm I'm lost in the ether. I'm sorry. I'd have to do this again. I just lost the whole page. I was in I went back and it took it out. Okay. So it's 191. I'm
84:00
Speaker 2
no need that's already up yeah show details below and then visit the website which is one nine two no need can you still uh no need to go back to safety there should be advanced option below there should be advanced oh if you uh you lost the whole page okay [silence] It should be 192, so 192. That's 168. 192. That's 168. One, one.
84:00
Speaker 1
Okay. Uh, I'm, this connection is not private, I'm stuck here. Now what do I do? Um, just re hit it. There's a little circle thing there. I'm gonna hit that. It doesn't change that. Do I go back? It says C images. Show password. You want that, right? I've got Okay, I'm doing one like this. I did a one so I'm doing a so show password and then I just clicked on that and it's got all this stuff. I mean, I've got like the presentation. They they keep doing upgrades on these damn phone. Well and it's like it's got literally, you know, 10 images of uh the screen for the login for the 16 8 b.1.1. How can I what am I supposed to do with this? You know what am I looking for? I don't know. I don't have an idea. I put that originally in there. I thought we just disconnected the data. Okay, wait a minute. Let me go to the settings. And I'm going to
86:00
Speaker 2
Yeah, it should prompt you to the login page, already asking for Velo access password. That's what we're looking for. And just to make sure as well, Mary. This phone you're using now is connected not to the guest, but to the main Wi-Fi. Am I right? [silence] Go to Settings, of your phone, go to Wi-Fi, Settings, and then Wi-Fi.
87:00
Speaker 1
Cellular. It says, I just pulled it out. Cellular data is off right at the moment, right? That's what you wanted me to do? Is that correct? Wi-Fi calling is on. Okay. What are you, what do you, Wi-Fi calling on this phone? This is what it says. Make and receive calls over Wi-FI with your A&T account. About it and then it's got a calling and privacy. What do I want to do about Wi-Fi calling, which I didn't have before? Remember? I wasn't saying that. It's on right now. Cellular data is off.
88:00
Speaker 2
no, just the Wi-Fi, just leave it off and make sure the Wi-Fi is connected only to the main Wi-Fi without guest.
88:00
Speaker 1
How would I, how would I do this? Cause I'm in the, I'm in cellular, okay, back to here. It's on bitty kitty. The Wi-Fi is bitty kitty on this phone, which is the main one. So I'm going through the router for this. Uh, the lynx fuzz app, yes. Okay. Where is Linksys? Yeah. Where is the asus router app? Okay, I'm on. So it's on bitty kitty on this phone, which is the main one. There's no Wi-Fi. So I'm on the cellular and my Wi-Fi's bitty kitty, right? So my Wi-Fi's bitty kitty. It's here, right? It's in my phone. Okay. Now it says that it's connecting to the router. It says it's bluetooth device., right?
89:00
Speaker 2
tap the I icon again. and check. you're. Okay. So, yeah, because we're, we're only, I mean, the only thing we need to do now is to recover your Wi-Fi password in someone that you're putting in is not working. You have linked this app right? Okay. Let's just see if you can still login to it. Just open it and let me know if you're already on the dashboard.
89:00
Speaker 1
uh... I am. I have to... oh, there it was. all right. log in. okay. and to password. okay, this one here. you need... I wrote it... I wrote it down somewhere. I thought. okay. um, it's in my telephone. okay, hold on a second. how do I do that? oh, because I did it from the computer. that's why. I did it at the computer, I think.
90:00
Speaker 2
Oh, okay. So that's router, password. Can you remember? What did you create? Sure.
90:00
Speaker 1
Hold on. Brain is fried. There it is. Okay. Okay. 14. [silence] Okay this one here is a much longer one. Okay. Now let me go back here. Oh. Not there. We are here. Okay. All right. I want to just look at it. Won't let me see that. Oh, there it is. Okay, doing a double check. All right. Connecting to your router. Looks like your email and password don't match. How does this happen? Okay. Manage Settings at home or away. Email. Looks like your email and password don't match or reset your password, password. I'm double checking now again. Okay, so it says. [silence]
91:00
Speaker 2
would like to sign in using local access there should be an option below for local access click local access can you see it okay no need to reset just click the option below for local access
92:00
Speaker 1
It doesn't have one. It has login up top. No, let me tell you what it says. It says login at the very top, then it's got email and then router password. And I think I'm highlighted on right? Okay, and that's what we're on. Oh, let's create let's create one. The use this to log into connected Wi-Fi, okay. And it's not use this to log in when connected to Wi-Fi and your router is not talking to the internet. Okay. First, look under one of your notes for the recovery key. A recovery key. Uh that was on the Linksys site or a no white. That's right. Recovery key. Wait, wait, wait, wait, recovery two. Oh, here it is. Two, four, seven, seven, three. I wrote all that stuff down from
93:00
Speaker 2
So it doesn't have local access at all.
93:00
Speaker 1
from the image continue this account holder will be notified the router password has changed all right enter you know I'm gonna use what I'm supposedly have I don't understand why this was this is the router pass code that's when I just I I'm I'm confused this is the router password is the one I just used to find in right that was over this is here okay okay all right one four three two one
94:00
Speaker 2
we create the new one now. Okay, you can enter the same password that you created before. Okay, so you got it mistaken earlier. So yeah, just Retype there. Your router password.
94:00
Speaker 1
All right. Come on, let me show it. Enter password again. It would be really nice if it would show me what I've done. I, you know, I'm just got the eye icon. There it is. All right, one, four, capital B. I know. Ha ha ha. I am, I realized what I might have been doing. I think I had. Now let me try that. your hint can't contain your password. password hint. listening router centers.
95:00
Speaker 2
Are you in? Just leave the hint blank that's optional. So, no need to uh there is no need for you to copy the same password for the hint. So just leave it blank and continue. Once you're logged in, there should be three white lines in the top left. [silence]
96:00
Speaker 1
ok. ok there are. All right. Ok. it has uh wifi, ok? the wifi password is exactly what I had. Ok. No, it isn't. I'm just I'm just, yeah, no. that is. this is, I'm I'm I'm just What, what, what I'm saying though is that it is, I think I
97:00
Speaker 2
mm. okay, Tap that and go to Wi-Fi settings. and there it will show you the password. just tap the asterisk so that it will reveal the password. Wi-Fi password, um, you can take a screenshot for the password if you want to.
97:00
Speaker 1
I, I have it, in one of the documents I've been using here, is is slightly wrong. And that could be part of my problem here, but, you know, one, two, three. Okay. Okay. This is interesting. I, I'm gonna, I'm, I'm, yeah, hey, you've been working with me too, but I was working earlier and I'm just sort of like brain dead here. My brain is just not functioning. Okay. So, now what do I need to do? I just. This it? Connect. So I had the wifi on, bitty, so.
98:00
Speaker 2
Okay. Mm-hm. You cannot try to connect your laptop to the Wi-Fi using that passphrase. Mm-hm. Oh. Just disconnect your laptop. That's it. We're almost done. So just disconnect your laptop using that passphrase.
98:00
Speaker 1
Oh. And I have internet. Internet is on. Thank you. Oh my god. You are wonderful. Oh my gosh. I really, really, truly appreciate this. I'm just sort of stunned. Well, well. Thank you. Um, so, you know, how can how I mean, do they, you know, it's like you deserve a reward for this. This is just a zero. Oh, well. Thank you very, very much.
99:00
Speaker 2
You're welcome. Do you have any other concerns, Mary? [silence] Well, you can finally enjoy the internet now since you've been working prior calling us. So, you deserve a rest. You're welcome. It's okay. It's my job anyway. [silence] I'm happy that you're finally, You're welcome.
99:00
Speaker 1
Oh, and your name again was. Huh? Ah, okay. My sister's name is Mabel. Everybody calls her Mae. Yeah. Great. Thank you. You take care. Oh, wow. Thank you very much. All right. Bye bye. I think. Oh, bye bye.
100:00
Speaker 2
Okay. Uh like the month of May, May. You're welcome, Mary. You too. Bye bye. Bye bye.
100:00