Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support Линк sys.com for more information about your product. [silence]
00:00
Speaker 1
in the in the. good morning. My name is Mason and my last name was scheduled. uh may I know your name please? I am. and uh the reason I called because last week, last week I think you might have uh have a record for everything on it. Uh do you need my uh router number, my serial number something like that? maybe you're able to open it up?
08:00
Speaker 2
Thank you for calling the Sisters. May, how can I help you? May, like the month of May. No need, I was able to open your account here under your name.
08:00
Speaker 1
Okay. Yeah, what it is, is what happened is, uh, okay, let me explain to you in the very beginning. I having a problem at very beginning. I having a problem with my garage opener, which is connect with a Wi-Fi. And unfortunately that the the garage opener, I think the 5G is too much for that to that machine. So I did call and asked for help, and the and and the gentleman split up the Wi-Fi. The one with the 2.4 and the one with the 5G. And the 2.4, I do have and I created my own password and and it worked. And I didn't touch anything on the original password, whatever come from the router is. That is a 5G. So occasionally, when that 55G kick out, when I try to sign back in, it don't accept it.
09:00
Speaker 2
Last time you called (because) you have extenders that are offline are you calling for the same reason?
09:00
Speaker 1
says uh uh uh what you call that is is is is not available I cannot sign in with that password which is the original password from that uh from the router. I think because when he split up the 2.4 uh on my uh he sent a link to my iPad. And uh when when I when I put my password my 2.4 which I didn't touch the do anything on the region and that's how the difficulty that I cannot sign in. I'm trying to connect the wi I'm trying to connect the Wi-Fi for that for the 5G you know because occasionally the 5G kick out. Okay, just only the 2.4 kicks in. [silence]
10:00
Speaker 2
Okay. Are you trying to sign into, the, LINGESIS dashboard, the web user interface? Or are you just trying to connect to Wi-Fi? Which one? Okay, probably there is a change in your 5 gigahertz password, we can check that one by logging in to the, to the router settings. You mentioned you have iPad, is it connected to the 2.4 Wi-Fi now? Oh, so you you're able to connect.
10:00
Speaker 1
logging in the password, the manual login, I cannot, [silence] I cannot [silence] uh connect. [silence] But if I scan my phon [silence] then it connect to the [silence] to the [silence] to the uh 140, [silence] 00140. [silence] It just mean to say the 2.4 [silence] I able to sign in with my own password, [silence] but the 00147 I cannot manually [silence] uh sign in with a password, whatever the reason or however. [silence] But I can [silence] I can uh QR code, scan this QR code. [silence] Then it kicks in. [silence] Then able to connect. [silence] If I [silence] if I do the QR code. [silence] And besides, if I have my family member, my kids, or any friend, [silence] try to login [silence] to my Wi-Fi, [silence] they cannot [silence] they cannot plug in the password.
12:00
Speaker 2
uh huh. uh huh. okay so let's just double
12:00
Speaker 1
Okay. Okay. which I'm going to go to a Safari, okay? Okay. Okay. one nine. Okay. Okay. okay. okay. okay. All right. So there's some
13:00
Speaker 2
Okay. Open your iPad. Open there a browser. Any browser will do. And then you can try to access this website. You ready? I'll provide you the URL, which I think you already know, uh, 192... Uh, yeah.
13:00
Speaker 1
the option here is one nine two one six eight dot one dot one login administration or just only the number? [silence] [silence] Which one do [silence] you? [silence] [silence] [silence] Okay. [silence] hold on, really. [silence] I'm not very good in [silence] uh on this kind of stuff so bear with me, I really apologize for that. [silence] [silence] [silence] it says uh when I hit the the Safari it says search or enter website. [silence] Is that the one [silence] that I got to go?
14:00
Speaker 2
just the you know 192.168 that uh you're prompted to google search which is not really the page we're looking for. Try to retype the numbers I gave you make sure it's typed in on the address bar, not on the search bar. The URL bar on top. So It took a while there and our website. That's it. Thank yeah, so that's where that's, that's where you need to go. the Android website. So you can type the website 192.168 . incorrect. Okay, click continue or advance .
14:00
Speaker 1
[KEEP_UNCERTAIN] it says here, yeah, and it says here is it DCM configuration? should I go to that one? it says uh 192.168.1.1.1 DCM configuration. should I go to that? or no? okay. okay, right now. I just I just finished. I just finished typing the number. that's only that number and then I'm gonna go enter, right? okay. yeah, but you see this website.
16:00
Speaker 2
192 dot was. Mm-hmm. Oh, what was it? No. What happens when you click advance? There should be a hyperlink there. Can you tell me instead what can you see on the page you have? Uh-huh. Yes. Stop, search or go. [silence]
16:00
Speaker 1
maybe may maybe impersonating 192.168.1.1 to steal your personal or financial information you should go back to the previous page. [silence] uh either uh show details okay go to show details and then it says you [silence] and then it says uh download this button for you the website certificate's not valid this may be caused by website misconfiguration on a and this might compromise your connection to learn more you can view the certificate if you understand the risks involved you can visit this website [silence] visit the website okay
17:00
Speaker 1
Well, it's not doing anything. Do it again. Are you sure you want to visit this website, on a connection with connection that is not private? View website. I've been doing that, nothing happens. Uh... No, I don't see anything. That was 68. All right, now I see that. Not secure. 192.
18:00
Speaker 2
Okay, so when you click on the one, nine, two, dot one, six, they route you to download the app message.
18:00
Speaker 1
168.1. 1, it's a cisco smart WiFi, that's what I said, and it says uh signing yet, sign in with your router password, yeah, yeah, you want me to uh sign in with my router password, right? [silence]
19:00
Speaker 2
A what's the page you have there again? OK, perfect. See, can you remember your router password? The log-in password, by the way. OK, perfect. Yep. Ah, just log in using router password, since the account is no longer working,
19:00
Speaker 1
Okay. Yeah, this is the one that I cannot log in a few days ago. Even till yesterday. Yeah, it says incorrect password. Try again. It's not accepting my password. I'm gonna do it again, okay? There's a reset password over here, do you want me to do that?
20:00
Speaker 2
For all our links is device. So log in using your router password. Just let me know if you can't log in at all. Thanks. Okay. Mm-hmm. Make sure. How was it? [silence]
20:00
Speaker 1
Incorrect password. Try again. Holdo. Okay. I should try again. Incorrect password. Reset password. Is that what you mean? Okay. All right. Reset password. Recovery key one, two, three, four, five. Password. Okay. So you want me to type in one, two, three, four, five?
22:00
Speaker 2
Mm-hmm. Mm-hmm. Okay. Okay. So you can have it there, reset instead. Okay. on reset option below. Mm-hmm. That's on the sticker underneath your actual deeply device.
22:00
Speaker 1
Recovery key. I'm sorry, I didn't understand. What I'm seeing right now is uh reset administration password. It says name link, set up 1, 2, 3, password recovery key. and then on the right side it says enter recovery key. Enter the recovery key from any of the nodes to unlock administration password reset. 5 digit key. So you want me to key it in whatever the highlighted recovery key and then hit sumbit. Say it again.
23:00
Speaker 2
and not that one it's st it's on this sticker underneath your main note uh what's the page cut there again
23:00
Speaker 1
Okay. So I'm going to key that one: so I'm going to key in that number, right? Okay, all right. Later. Okay, that key didn't work. Just add a click it and try again. The recovery key says one, two, three, four, five and I key in one, two, three, four, five and it says it because it he trying to
24:00
Speaker 2
So were you able to log in or it's not working? It's on the sticker underneath the physical Linksys device you have, underneath. The recovery key is there. [silence] That's not it Mason. [silence] That's the one.
24:00
Speaker 1
Okay. Okay, got cha. Thank you. It says waiting. It's working right now. It says waiting. Okay. It says unexpected error. Edge error. We encountered a
25:00
Speaker 2
That's flashing on the screen. The recovery key that you need to enter there is your own recovery key, which is on your actual Linksys device, underneath it, on the sticker, the recovery key. Yes, OK. It will ask you to create a new login password.
25:00
Speaker 1
and unexpected error. If the issue continues, please visit our technical support site. Details says okay. You want me to do okay? Yes. And it went back to my reset administration password. You want me to try it again? Okay, create a new Admin password and hint. Now, so I'm going to put- So what kind of password? The original-
26:00
Speaker 2
It's okay. Yeah, you can, it will then ask you to create a new login password. Okay. It must be 10 characters or more.
26:00
Speaker 1
Can I put in the original password from the back of the machine? Okay. Okay. Yes. I just got to follow whatever the original uh password from my router. That's good right? That's okay. Yes, ma'am. I'm uh I'm I'm putting in the the original password wherever it comes from the from the row of the options. and then I hit reset, right? I'm the original number and then I'm gonna hit reset. Input is required. What is the one on top? The administration password? Is that the one that I am needed to put in or. [silence]
27:00
Speaker 1
Uh, no. One of all right so far, the one that is saying I'm still working on that, create a new new ad password and hint. The one on very top is admin administration password. What is that password to be? Okay. Okay. So, okay. Okay. So I'm good. Okay. Yes. But can I still put in put in the original number the original password number to that? From my router [ silence ] [ silence ]
29:00
Speaker 2
Is it linked to Linksys Smart Wi-Fi tools? Okay. That's your router or admin password. Since you're the owner of the router. So you must be the only one who knows how to login using that password. It's like a key. Remember, there must be 10 characters or more. And then, there should be a character, a special character, number and symbol.
29:00
Speaker 1
[KEEP_UNCERTAIN] I can right? Okay. Thank you. Yeah. But what I meant is what I meant is for is this set up password is for the for the one for the 5G right? For the general[silence]Oh so the set up password is the password for the wi-fi system? So like if I type it and then.
30:00
Speaker 2
So that's actually, by changing that, don't worry. Your original Wi-Fi name and password will remain the same. What you're trying to do now is just creating an admin password. I mean, you're just creating a new password just for logging in as an administrator. [silence]
30:00
Speaker 1
Okay. And then it says your hint cannot contain your password. What should I do? I'm, I'm still at there. Create a new administration password. The one on above, the one.
31:00
Speaker 2
Mm-hmm. Yes. Mm-hmm. Mm-hmm. Um, okay. So, what part is that again? What's the pitch you have there? Uh, can you create as as what I said, it must have 10 characters or more, can you create something that you can remember? Not- not- necessary to create your own router password. It must be your own router password.
31:00
Speaker 1
Yes, But [silence] Yes, and what what I did is uh on both side I put the same whatever my router password is Am I correct? Yes, Yes yeah there's a there's a yeah there's a number and everything [silence]
32:00
Speaker 2
Because the one on the sticker underneath your router will not work because the requirements there should be a number, a special character, and it must be 10 characters or more. And there must be a capital letter. [silence] What's the password that you have there underneath? Is it, does it meet the requirements? Like there should be a capital letter. There should be a number. Then it's up to you Mason if you want it to be as simple as that or Because if someone will try to log in
32:00
Speaker 1
yes I still wanna stick with I still wanna stick with that password if possible yes I did on both sides yes I did both sides on the one on the very top and then on the very bottom and then it says your hint cannot contain your password oh okay okay which one the one on top or the one on the bottom the one huh the below one the bottom one okay okay yeah so I'm not so I left I left
33:00
Speaker 2
into your web user interface of their router, then they can just simply check the password that is on the sticker underneath. So it's up to you if you want to stick with that password, okay? Okay, so try to enter that password then to see if it will work. No need to fill up the hint because that is visible when someone will try to log in. So you can just have that one leave empty. hint below the one, yeah. uh, no need to fill up the uh, hint because that is visible when someone will try to log in. So you can just have that one leave empty. hint below the one, yeah.hint below the one, yeah.
33:00
Speaker 1
password hint. Option of yes, I did hit the reset now. Okay, now it shows uh uh network status, Wi Fi setting, okay. Ummm. yeah, the one two, 2.4 is my creation of my password. Okay, it says it says, uh Wi Fi name 2.4 my own password security mode. Ummm.
34:00
Speaker 2
Okay, try to save it now. [silence] Okay, go to Wi-Fi settings. [silence] That's where you can double check your password for the 5 gigahertz.
34:00
Speaker 1
is WPA2. I I'm sorry, WPA2 personal, and then WI-Fi mode mix. Now, I'm gonna go to my, uh, to my 5G man, okay? Which is, uh, the number is the original from my, uh, from my, uh, router. You want me to retype it again, just to make sure? No, Nick. Yes. Okay. Okay.
35:00
Speaker 2
ん? No need, no need. But the five gigahertz Wi-Fi password there, is that the one that you entered earlier? Is that the the exact? So yeah, try to retype, delete the password for five gigahertz and retype the password.
35:00
Speaker 1
That is what I didn't do when when I tried to set up the the 2.4 and I thought everything would be. Yeah, let me type in the the password first, okay? All right.
36:00
Speaker 2
is it under W.P.A. 2 personal? The security mode? Okay. Once done, you can click apply. Is it WPA to personal? Oh, for the, mm. Go ahead.
36:00
Speaker 1
it says WPA2.WPA3 mixed P. Okay. let me have it. Okay. the option here is uh WPA2, WPA3, mixed personal, WPA3 personal, WPA2 personal and it has open only, open and then it has encore or open. Where should I go? Those are the option. Yes, I do have the option but the WPA2 personal, that's it. Not optional. Is that okay? [silence] [silence] [silence]
38:00
Speaker 2
Yeah. so much better if it's under WPA2 personal, the five gigahertz. Yeah, so once you click the drop down arrow, just select the WPA2 personal automatically. You can see that option, right? Just hit okay.
38:00
Speaker 1
Okay, WPA2 personal. That's where I go. And then the right... Okay, and then the next one, the Wi-Fi mode is Mix. Okay. Okay. Okay, let me review back again to make sure that I'm getting it right, so I don't have to keep calling you guys, I don't want to bother you guys as much as possible. Okay, the 2.4 the 2.4 band, 2.4 band, I have my own uh password. And then the security mode is WPA2 personal and then Wi-Fi mode is Mix. For the 5G, the link is 001 40. The Wi-Fi password is the regional password underneath the machine and then the security mode is WPA2
39:00
Speaker 2
Yes, the WPA to personal.
39:00
Speaker 1
New personal Wi-Fi mode. Mix. everything. did. everything go? here. No. Okay. Alright, you're updating a Wi-Fi setting. Uh, it asks Yes or No. I say yes. Okay. Applying changes. Applying changes. Your router is applying changes. Action will perform and cause device a temporary loss of connection. This may take a few minutes. Please wait until the operation is completed. I just say 'Okay' right? but all of a sudden it pop up incorrect password, enter the password length
40:00
Speaker 2
Hit apply now. Okay. Hit okay on the pop up message. Yes. Click on yes. that you wanted to update the W-Fi password. And, somethings. It's okay. again right now.
40:00
Speaker 1
I'm just trying, I'm trying to sell my iPhone. But uh, let me double check here to make sure the settings are set up. The Wi-Fi is on. Was that your question or am I missing something? Yes, no. No. Okay. I cancel that first, okay? The incorrect Wi-Fi password? Can I cancel it first? 'Cause it's asking me to cancel it or join. Do I have to entertain this one first? Okay. Okay, hit okay. Router not found. You are not connected to your router. It's using... Okay, it pop up again. Whatever the Wi-Fi setting is, and then now it states working.
41:00
Speaker 2
You tried connecting right now? Okay. Is this an iPhone or Android? Okay. Let's forget the. You can. No need.
41:00
Speaker 1
No waiting. Okay. It shows up again. It shows up again on the Wi-Fi settings. I'm going to hit reply again. Is that okay? Yeah, it didn't do anything when I hit the apply. Yes, yes, it took me up to the Wi-Fi setting, OK.
42:00
Speaker 2
it just takes you to the same page. Okay, that means it's already saved. It's already saved the new settings you did. So try to pair now your iPhone back to Wi-Fi 5 gigahertz. Uh-huh. Check the five gigahertz. Okay. And select the five g.
43:00
Speaker 1
There. Now it says incorrect password for link C00140 for that for the 5G, for the 5G? Okay. Forget this network. Okay. Forget. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. you're talking about, right? Just wanna confirm that.
44:00
Speaker 2
Okay. [silence] Okay. If it is still not connecting, we will just gonna reset our device, okay. Okay. So, kindly tap the i icon right beside that Wi-Fi name. There's an i icon. [silence] Can you see that? Yeah, for the 5 GHz only. Click the i icon right beside the name. And select forget this network. Okay, and reselect it on the Wi-Fi list. Look it should ask for a password this time. Wi-Fi password. Yes. [silence] 5G.
44:00
Speaker 1
I click enter joining is locating is locating you check okay I guess it's getting now so I Abe to yeah let me try the the 2.4 now okay I think both side yeah but I I didn't see the 2.4 now I went to to for you to on the looking okay let me try again okay
45:00
Speaker 2
Um-hum. it's connected. Okay. Good. Are connecting now.
45:00
Speaker 1
still looking for the 5G. Now it's connected. Okay. Do you think we got it? We got we got it fixed? Okay. Okay. Hopefully, if that happened again. The reason is because you guys are closest on the weekend, so I didn't Sunday. If something happens on the weekend, I'm stuck. the good thing is I have two Wi-Fi, I have the 2.4 and the 5G. And I also have the scanner. Do you think the scanner still going to work if I lost the if I lost the Wi-Fi password? Okay. Yeah. So, so my QR code's still going to work.
46:00
Speaker 2
Mhm. Yeah, those are the workaround actually, Mason. But don't hesitate to call us back if ever it did again, okay? [silence] I see. Yeah, because we only change, I mean the 2.4 is still fine because you only changed settings under the 5Ghz. So your devices should have no problem connecting to Wi-Fi, especially for 2.4.
46:00
Speaker 1
Lock the the right that manual get in, right? Okay. Okay. Hey, thank you for your help. I'm sorry. Yeah, that's the only difficulties that I encountered yesterday. And I just get, you know, tried to have both work. Both both able to work the 5g and 2.4 that I able to switch around. The right concern is because if I have a visitor, hey, let me borrow your password, stuff like that. And you know, they have a they have a hard time to get in because most of the time I said, yeah, just go to uh go look at the router. And he posted everything on it. Not just, not all the all the equipment have the camera that they can use the QR code. That just like the, you know. Yeah, but I think I think you did help me a lot of that. And if there's any more pro I
47:00
Speaker 2
Yeah it will. You don't have any other concerns. Ah yeah you don't have any other concerns. That's it? Only Mason. Yeah. Mhm. Okay.
47:00
Speaker 1
I'll give you guys a call back. Okay, thank you, have a good day. Okay, thank you, uh, bye.
48:00
Speaker 2
Okay then, Mason, you take care. Bye for now. You're welcome. Thank you. Bye-bye. [silence] Okay.
48:00