Speaker 1
Hi, Billie. This is Rob. I'm having trouble with connecting a mesh device to the to my Linksys router. Yes, Rob. I'm having I have Linksys Velop system. And I'm trying to connect another access point. Silence.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
Yes. I think so. Do you want the serial number? [silence] The model. The model number is WHW03 version 2.
01:00
Speaker 2
So, okay, uh Rab for this one, um, is this your first time calling Linksys? Okay, uh, let me just try using your number if I can see some record? Give me one moment. Okay, I don't see anything. Uh Rob, can I have please the model number and the serial number of the main router? The one that is connected directly to the yeah, the one that is connected directly to the internet source. Yeah, uh, both the serial number and the model number. Oh, okay. Thank you so much. Uh, can I also please have the serial number of your AP LinkSys EAP30?
01:00
Speaker 1
It's J20 68 06 1 z20. Go ahead. Correct. Correct. Yes. [silence] yes no matter what year is like the way yeah so first name is RLB VAN KLE IF last name is VAN the next word K LW EF [silence] it's Nicole L as in N L and then dot R V K L E E F at Gmail at gmail.com
02:00
Speaker 2
Rob, let me also create a record for this conversation. Can I please have your first name and your last name please? Okay. Thank you so much. Rob, uh, can you also please confirm your uh active email address?
03:00
Speaker 1
The Netherlands [silence] I have a [silence] total of four of them worked fine. The fourth kept quitting out and not reconnecting to the main router. So then I deleted the thing in the in the Linksys app and now I can't seem to get it to reconnect. Sorry can you repeat your question?
04:00
Speaker 2
Okay, perfect. Thank you so much, Rob. And Rob, you're calling from what country? Okay, Netherlands. Okay, thank you so much. And how many of this WHW03 do you have in total? Oh, I see. And Rob, can we bring that one near to the parent for the meantime?
04:00
Speaker 1
Can you free, can you make this, what they are going to add that, what they are going to add at the next point? And are number of things that were near to the beam from? Yes. Yeah, it's near. It's a half a meter away. And what is coming from this um? It's pulsing blue. Did you try adding it again earlier before before holding it? Yes. Can you use the application where it comes from? mainly the uh the app. So the the what do you call this? Yeah, the app. On your phone. Yes.
05:00
Speaker 2
Can we bring less, because we actually call this our routers as a child node, once they are going to access an app to access point. So rob, can you bring that one near to the main router, that, that child node. Less than half the meter away, okay. And what LED light is coming from this uh disconnected child node? Pulsing blue. Okay? So did you try adding it again earlier or prior calling prior calling to prior calling? or prior calling us? Uh-huh. And uh, what did you use? Did you use the application or the web browser? Uh-huh. Is it normal like? Oh, okay. Uh-huh. Okay. The link [clicks] it's the app, ok. Yeah. So, so since is it? Hmm. Okay. Oh, yeah. That's actually sometimes a normal light behavior of a child node. So once it was actually added, it will be disconnected for the meantime. And then it will be added back. Now, let me pull up let me start up a timer for at least three minutes. Let's observe that child node. Since as of the moment, it's solid blue. Okay. It's still pulsing blue. So I'll be setting up a timer for three minutes. And then once it will not be added yet, we're going to do something else. Okay? Okay. And by the way, Rob, just to confirm, since when did you got this router?
05:00
Speaker 1
Yeah, that's, I comm remember. So, you say 23? Yeah, that might very well be possible. hmm. Sounds familiar. hmm. Sure. You let's, hmm. hmm. Well, that's the thing. I I just switched. So we you switched from a different provider. So I got a new modem. Uh and I now trying to reconnect everything. Uh then I need to familiarize myself again, which which number it is. Like some devices or like a printer takes really easy with. But there are other devices like the bedbox or, um or gaming machine that are really hard to to change. so so I really need to try that out and and and remember myself. uh once they are working they work. so then you don't have to ever try it again, I guess.
07:00
Speaker 2
The date that we have on file is on September 28th of 20th 2013, going on February 28th of 2023. Okay. Can I use this number as a warranty start date of your router? Okay. Okay. And I'll just let you know once the timer has been already up. Okay. And uh Robuh, who is your Internet Service Provider? Uh-huh. [silence]
07:00
Speaker 1
Initially, there were two devices that didn't reconnect. Now there's only one device that doesn't reconnect. Now it's now's flashing red again. For your information. Now it's steady red. Uh I I remember when when setting it up, it was also difficult to get them all connected to the main uh to the main router, but I believe I've managed at that time. Uh it's actually at my sister's home, so I'm providing a service to her. Uh so it has, it has been working well.
08:00
Speaker 2
Oh, I see. I see. Mm-hmm. And was this like, uh, I mean, is this your first time um encountering this problem, that the child noticed is like, you know, having a hard time reconnecting to the parents? [silence]
08:00
Speaker 1
Working perfectly since I set it up. And now they switched to a new provider. So they ask me, "Can you help us with the new modem?" [laughter] The new service provider is Delta fiber. Delta fiber. Yes, in the Netherlands. And they the whole the rest of the system is all working. We have internet throughout throughout most of the house. But this last child uh whatever you call it chasmode doesn't doesn't wanna get in line. [laughter] this is the seven line. Yeah. So I've tried to on the main router. I just tried to press the the set the
09:00
Speaker 1
I had a cable, now I need a sucker to work on this ticket. Let me find the... Have a free space. Okay, so let me let me check. Is there a sequence at the bottom, which should be the main. [silence] I have a cable. Now I need a sucker to work on this ticket. Let me find the... Have a free space. Okay, so let me, let me check. Is there a sequence at the bottom which should be the main.
10:00
Speaker 2
uh-huh. Oh, I see. so, uh, by the way, uh, we might actually need an ethernet cable for the other trouble shooting that we actually going to perform, Rob, uh, just to give you a heads up. so, do you have a spare ethernet cable? Yeah, we need uh, we might actually need to plug or to put that ethernet cable. so, the other end must be on the parent, um, port. And then the next one should be on the child node's port. yeah.
10:00
Speaker 1
feet. Okay, so I understand, but on if you want it connected from the main main antenna, Right. Yeah. So the difficulty with that is disconnected. Which one? Is this one? Just a second. Okay, so.
11:00
Speaker 2
and over any available port will do yes all connected okay I know now any available Port will do but on the child, though it should be on its internet port yeah from the main router yeah the main router to the child node okay uh yeah but if it's actually not possible Roberta we can absolutely try the other way around okay thank you so much like to have a set up
11:00
Speaker 1
[silence], state. Yeah. Now the the name this connected to the to the child directly. I have my phone. Right now so the child intermittent blue. Strike.
12:00
Speaker 2
Okay. Okay. Uh-uh. Uh-uh. Let me double check if we should address this right now sir. Do you have an available or you know, do you have an available like iPad or a laptop that we could use? Uh uh, because for this one, we yeah, we could try since you just set it up earlier uh using the application. So uh right now sir, the child node, is it still blinking? Okay. Um how about with this one sir? Can you reset the child node again for one time but this time,
12:00
Speaker 1
[KEEP_UNCERTAIN] [silence] [silence] Well, hold [silence] right, it changed [silence] changed color to green. [silence] [silence] [silence] child now changed color to green. [silence] [silence] [silence] [silence] Yeah. Now it's [silence] now it's [silence] Yeah, it was solid green and now it's intermittent blue again. Okay, so you were [silence] [silence] you wanted me to hold this the reset button for 20 seconds. [silence] Yeah. [silence] Okay, there you go.
13:00
Speaker 2
Can, can you press and hold the reset button of this child node for uh twenty seconds?, not just for fifteen seconds. Do it for uh twenty seconds. Oh, okay, that's a good thing. Um can we okay, um how about you try observing it., okay? Is it, is it now like solid green or polling? Um I'm sorry. This one is really a stubborn child node. Yes. Of the child node, sir. Mhm. I mean your Linux server um she's connected to both um them. Mhm. So, let's uh wait for a minute. Till the light of this child node blinks and then slowly fade away, and then once the light is turned off, let go. I mean wait until it's 20 seconds before letting go of the reset button, okay? Hm. Uh, a yes, sir, you can go ahead and let go. Yes, sir, please. [silence]
13:00
Speaker 1
[silence] we're looking for a [silence] okay [silence] that's still the same process. [silence] now it's it's a [silence] couple seconds solid blue again. [silence] intermittent blue. [silence] probably goes through that again.
15:00
Speaker 2
Once you're done letting go of the reset button, so let's wait up until we can see magenta color or a solid magenta or purple from this child node, okay? Let's start on the three. Okay. So, and then, uh let me also create slowly here, a documentation while waiting. Uh huh. Uh hmm. Uh Hmm. Uh huh. Out there into the air. Uh Hmm. Uh hmm. Uh huh. Uh hmm. Out there into the air. Uh Hmm. Uh, Hmm. Uh, huh. Uh huh. You tapped on the out there, into the air.
15:00
Speaker 1
So, there's not much happening. It's still intermittent blue. No, no, no. Do you really have any available software that can work? They're actually need to hear it. We need to have this. The web browser and their Facebook child, there's to check, it's carry, an updating, it per for my speed. As a part of the children of the end, then that's why it's one of the faster.
17:00
Speaker 2
like it's only like uh-huh. like it's really not changing It's not resetting itself. Okay, because um Because For this one sir Like you don't really have any available laptop that could work with an Ethernet cable because what we are actually need to do here next is we need to access the the web browser interface of this child node to check if it's carrying an updated firmware. Might be the firmware of this child node is outdated. So that's why because that's one of the factor why sometimes [silence] it doesn't. cause
17:00
Speaker 1
could try and uh see if if my brother lawyer has a laptop I can You...? Josh? Yeah, preferably a laptop with a Ethernet port. This is an Apple family. So I don't think we are that lucky, no.
18:00
Speaker 1
So the best thing to do is is get a, get a laptop to connect directly to the port. And, and try and, and upgrade the firmware manually. Okay. What I'll do. [silence]
19:00
Speaker 2
Yes, sir. The connect? Mm-hmm. Yes, sir. Try to, to connect the laptop directly to the to that stubborn child node so that we can check it. And then, like, you know, we can double-check everything, because after that one, if this child node is really carrying an outdated firmware and if we might happen to figure out that might be as well this child node is faulty at least, like I know, we can actually save some time for this one. So that's why we really need to access it. And by the way, sir, this child...
19:00
Speaker 1
uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh. forward up to that format. And then try and come back and reconnect... ... and try and come back and reconnect it. Okay, then last question from my side? how can I update the... ...the three modes that are currently working? How can I do that in the app? [silence] [silence] [silence]
20:00
Speaker 2
uh yeah Yeah, of course, absolutely, because we need to check everything and like, I know, every single possible option that could might be actually causing this child node some issues. And, uh, uh, absolutely. Ah yeah, so since those other three nodes are already working, so you can just check, or maybe they are actually already updated, because once the child node has been successfully added to the parents node network, then automatically they will all carry the same, uh, the same firmware as the parent, but sometimes, you know, due to some glitches, it do really happen.
21:00
Speaker 1
[KEEP_UNCERTAIN] Okay, so, once ... the three that are working should not be any problems. Yeah, it should be any problems. And yeah, but there's no there's no easy way to check if I can update it. Have any thoughts? Can you try to just ... check. Can you can your gen? So there's four of those and also within the So
22:00
Speaker 2
So some child node will really carry some old firmware sir cuz they will never really you know automatically update itself so that's why we need to double check everything yeah there should be any problem to those three only this one yes sir there's no other way really some other ways to check but uh we could try some um cuz for the uh can you uh how about with this one sir can you try to disconnect the laptop our try to check if you can see some underscore velo set up and then the last four of the Mac [silence]
22:00
Speaker 1
no, uh, yeah, I understand, but the, that I already checked that. uh, so it's, but I'm, I'm doing it through the Wi-Fi. and Wi-Fi doesn't show a developing center. yeah. for now, thank you very much. I'll, I'll take it home and see that I can get it in the state where you can update the where I can see that envelope, envelope set up and then I probably can add it to the network, correct?
23:00
Speaker 2
[silence] So, I need to look up this child node's MAC address, see if it will show up to your all available networks, sir. Maybe you can try doing it. Uh [silence] Okay. [silence] Oh, [silence] oh, okay. So, the Wi-Fi name of the child node is also not showing up. So yeah, we do really [ Background Noise ] need to access it sir. Uh-huh. [silence] yeah, sir. [silence] And, uh sir, Robb, whenever you are already at the home, uh just give this Ticket number to the
23:00
Speaker 1
I don't have a pen that you can use email That's fine yeah that's lovely Okay Perfect thank you very much have a good day bye bye.
24:00
Speaker 2
next technician, so that they can easily pull up your record. So the reference is 1 3 6 0 3 5. Oh yeah, I can, I can, I can actually send it to you via email. Yeah. Okay. Okay, you too. Thank you so much, sir. You too. Bye bye for now.
24:00