Speaker 1
[silence] Hi, uh, thank you for taking my call this morning. Um, I have am trying to log into my router, um, to do some administrative work. And I've had, any luck?
00:00
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 one now. For out of warranty product, 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. [silence] Hello, thank you for calling Linksys technical support. This is Charm. How can I assist you with me? [silence] A minute.
00:00
Speaker 1
This persistent issue where it, it, um, gets me to the password and I, I put in my password and I go to sign in, but it just sits there and, and it gives me this waiting window and never lets me log in. It just sits there and I've tried different browsers. I've, I've cleared all my cache and, um, I'm used to doing this. I don't need help. [silence] Logging in. Oh, I'm sorry. Um, is that better? Can you hear me okay now? [silence] How about now? Can you hear me better now? [silence] Is that better? [silence]
01:00
Speaker 2
Uh-huh. You're cutting in and out.No, sorry. Keep on cutting in and out. One moment here. I got one moment here. [silence] Uh-huh.
01:00
Speaker 1
I'm I'm on a landline, I'm not on a cell phone. Yes, I can hear you. On the browser. Okay. Okay. Ok. Yes. Yes, it takes me to the login page.
02:00
Speaker 2
Hello can you hear me now? All right, I can hear you also Yes, I may know um if I may ask, you want to try to log into the page right? Is it on the browser or links is app on the browser using the IP address? Nice you're just keep on routed to the login page
02:00
Speaker 1
Uh, yeah, just one moment. Sorry, just give me one moment here, I need to bear with. [silence]
03:00
Speaker 2
Can you provide the model number and the serial number of your Linksys router, sir?
03:00
Speaker 1
Okay, the model number is E as in Echo, A as in alpha 730-19, T as in Tango, one zero, S as in Sierra, zero, A as in alpha, 704-926.
04:00
Speaker 2
got it how about the serial number let me pull up here please bear with me for a moment sir all right so you tried to log in is it um you tried to login using your password and your email address or
04:00
Speaker 1
I've tried both. I tried the direct login and then I've also tried the the remote login and it's doing the same thing. It authenticates my password and then it looks like it's taken me to the dashboard, but it just sits there and spins. I could send you a screenshot. I'm surprised. Um, Oh, I'm I'm just surprised that you guys aren't aware of this. It seems like it'd be a common issue.
05:00
Speaker 2
here to write. And also, uh, Mr.. Yes, sir. Go ahead. I see. Uh, I do apologize for you. Uh, one, sir. And also, may I know who is your internet service provider?
05:00
Speaker 1
it's Wave, er, Wave Net. I turned the router off and then I turned the router back on. I've cleared my cache. I've tried four different browsers. I've tried the local access and the Wi-Fi mode. None of those have happened. And I went on to your guys's support site and looked at all the support documentation and I've done everything that that you've asked. And this this is
06:00
Speaker 2
Wave Broadband all right. What troubleshooting have you done so far sir with your Oaxis router? Would it find um that look at drive okay? It seems like a silent section. The audio contains pauses, thus labeled as "[silence]".
06:00
Speaker 1
this worked before, you know, it, things, it's not like I'm doing something new, something's wrong and I need help. No, it doesn't take me back. No, it doesn't take me to the login page. I I am able to authenticate it. I I can authenticate the password and when I click sign in, it gives me a waiting window. It just sits there and spins. This little spinning icon just spins. It just sits there and spins waiting. [silence]
07:00
Speaker 2
I see, what is it? Right. So you already tried four different browser and still the same issue. You keep rooted back to the lag page even though you already um input your pass right there. Alright. So it's just um it's just still just loading up it doesn't fully load up. Correct?
07:00
Speaker 1
yes, that's. that's low it's loading up it never fully loads up. Put it that way. [silence]
08:00
Speaker 2
All right. So, since you already do the basic troubleshooting, like you try to unplug the router and then plug it back in, and then also try different browser, and still you have the same issue, the last option that we can do here is we will reset your device. And once we reset your device there, you need to set it up again. And just to set the proper expectation, once we reset your device,
08:00
Speaker 1
Yeah, that that's unacceptable. You know, I called you guys about this issue about six months ago and um you guys had me do that exact thing and not only did I do that, but I went out and bought a brand new router as well. And I'm having the same exact issue, so I'm not gonna do a hard reset on my router. That's not gonna fix the issue. I've already done that. Uh, no, I, I haven't tried different devices. This is this is wired directly to the router.
09:00
Speaker 2
your router will be I will go back to its default settings and all the devices that are connected to your router or to your Wi-Fi will be disconnected. Have you tried also sort using different devices like an iPad a laptop or a computer?
09:00
Speaker 1
I never I didn't I don't really trust going wireless but I could try I'm not hopeful that that's going to work Trying to try on my phone.
10:00
Speaker 2
Yes, try to use a Wi-Fi connection and use a different device. And let's see if the issue still persists this time, that the dashboard is loading up or doesn't load up anymore.
10:00
Speaker 1
yes [silence] it's so I'm trying to access that on my phone and it's saying air connection time out let me try something.
11:00
Speaker 2
And also, let me know what a website you're trying to access, is it the one nine two dot one six eight dot one dot one? Whoa! Not too fast. How about try the myrouter.local, sir? Silence
11:00
Speaker 1
colon backslash backslash my my router dot local. http colon backslash backslash my router dot local. [silence] uhh [silence] Okay, it's taking me to an admin interface. One moment. Oh, yeah, it takes me to the same thing. The site cannot be reached. Too long to respond. Connection timeout error. Oh, here, here. Okay. Okay.
13:00
Speaker 2
Okay. All right. All right, how about on your computers, uh try to access the HTTPS my router.
14:00
Speaker 1
Oh, that just takes me right back to the, uh, to the Lenoxus login page. Uh, so I put my password in and it's getting the same thing, same error. Just sitting here waiting. Still waiting, yeah. Yeah. Same thing...same as waiting. Yeah. I don't have an iPad now.
15:00
Speaker 2
[silence] Right. So, so the same thing is just loading up, but not total load up. [silence] All right. Do you have an iPad, sir, rather than phone?
16:00
Speaker 1
I don't I don't have an IPad. I don't own own an IPad. [silence] You still there? [silence] Okay. [silence]
17:00
Speaker 2
Yes sir. I'm here. Okay, with regards to this one, so since you already tried a wireless connection and also tried to use your cell phone, but still the dashboard still loading up, it doesn't load up.
17:00
Speaker 1
Hello. uh, yeah, but, uh, you keep going on mute. it's uh... I. I didn't hear that last part you said. Yeah, but when I do that, I it I have to go around and reset all my wireless cameras and all the router extensions and...
19:00
Speaker 2
properly the last option is to hard reset the device sir or the hard reset the router yeah hello sir can you hear me the last option that we can do, sir, is to hard reset your router so that we can try to access the page again. And, yeah, it should go back to the default settings.
19:00
Speaker 1
It's, it's not just resetting the router. There's about 20 cameras that need to be reset manually and summer up on like a second floor building. All right. Well, I'm out. I you know what? It's uh, I I probably should just buy a different router, huh? From like like a different manufacturer. You guys? You guys? I mean, is there I mean, you guys don't have some kind of a software update for this model?
20:00
Speaker 2
I see. so I understand that one okay let's me double check it here uh okay for this model that you have sir it's already part of an of life device it means that there is no updated forever for this device anymore
20:00
Speaker 1
Yeah. All right. Well, thank you for your help today. I appreciate you taking the time to take my call and help me as much as possible. Uh, it's not your fault. But thank you. Have, have a nice day. Thank you. Bye bye.
21:00
Speaker 2
It ends on um the last 20 to reach speed. So there's no updated firmware. You're welcome sir and I really do apologize for this inconvenience. I have a good one also sir. Bye friend
21:00