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.linksyss.com for more information about your product.
00:00
Speaker 1
This message has been transcribed. Hello. Hello.
02:00
Speaker 2
Hi, thank you for calling things. This is G. How can I help you today? Hello? Thank you for calling things. This is G. Hello? Hi, thank you for calling things. This is G.
02:00
Speaker 1
I have three Linksys modems that I use as extenders. So, they're on top of my Internet provider's modem. Um, and so yesterday, we had a power outage, perhaps a surge, and the power came back on, but the entire Internet was down. So, we get our Internet through a company called Fidium, and we were on the line with them and they got their modem up and running. And we're able to connect to that system, but I cannot get any of my Linksys routers up and running. I do have a Wi-Fi connection, uh, but only to one modem, and and that is not the Linksys modem. Um, and it's a big house, and, uh, you know, I need I need the Linksys routers to work so that we can have Wi-Fi in the entire house.
03:00
Speaker 2
Yeah. Uh-huh. Um Huh. So you don't have internet. No, connection right now.
03:00
Speaker 1
[silence] [silence] Yes, yeah, yeah, yeah. Yes. Yes. I'm sorry. [silence] Yeah, I'm let me get that for you. And I have reset this one and I've reset one of the others and it and it went from a red light to a purple light. Um, so my serial number is um 38 the letter u10 the letter m
04:00
Speaker 2
I agree to see you got it sure. No worries. We will go ahead and uh fix that one. Anyway, sure, before we proceed, may I know who is your internet provider? Okay, so Sidium sure provide a modem router combination of device like it provides wi-fi. Okay. Okay. And I also have the serial number of your link-cist router, please. Uh the one connected to your VD modem, sure. Okay. Mhm. Hmm. [silence]
04:00
Speaker 1
37B 10716 Yes, the letter M the letter X 4200 Uh, three. That is correct. Okay. Go ahead. All right, my phone number is [silence]
05:00
Speaker 2
Got it. Thank you. And uh yeah, let me just check on the exact unit here. Okay. Just give me a couple of seconds. Oh, can you provide me the model number please? Okay. And in total sir, how many links nodes you have? Or how many links device you have? Three. So one connected to your video gateway and two other that are wirelessly connected. Okay. Got it sir. Thank you. So, yep. Before you proceed with the troubleshooting sir, let me just create a ticket for you here first. Let me start with your phone number, just in case you get disconnected.
05:00
Speaker 1
206 where nine 13 07 William CL. Lissum is putnam p u t n a m. it's just my William putnam, all small case and run together at mac. m a c.com. You mean where in the house or?
06:00
Speaker 2
mhm mhm 07 01, got it. Thank you. How about your first and last name,
06:00
Speaker 1
No, they're all, they're, they're scattered. I can bring them all together if that we. Okay. Yeah, it's now purple. And I can get them plugged in as well, right? Let's. All right.
07:00
Speaker 2
they're scattered let's start with the one that is directly connected to your modem you mentioned that you reset that and you have a purple light at the top okay. and so here's what we will do first I will ask you to get those other two nodes and put it right next to the one with the purple light yes yes less than a meter away from the parent me or main uh router.
07:00
Speaker 1
yeah I'm looking for an outlet yeah we got to get these with a meter parents well no we just have to get the device there no that's not gonna work Into the power surge? yeah surge protector? Yeah. okay we do that okay do plug the other one in oh all right We got them all three together now next thing is the
09:00
Speaker 2
Yeah, left and right, sir, if possible. Okay, so next thing that we will do, sir, we will wait for the snow to boot up, and then.
09:00
Speaker 1
Okay. Okay. so you want you and me to do that now? And just the two that were that are wirelessly connected, right? Okay. Okay. Well, I've got purple on the on the the mother unit, if you will. I've got blinking blue on one and blinking red on the other. I need to know how to spell that. [silence] I'll see if I can. [silence] um, [silence] I'm so sorry. Okay. So, um, how do you spell croatia?
10:00
Speaker 2
Yes, sir. Just the two that are wi-fi connected? So I see the light on the top of those nodes right now, sir. Mm-hmm. Okay. Do a reset first on the node with the flashing red light.
10:00
Speaker 1
[u] can you tell me what the light is [on] this one? this one is red red flashing okay now it's [on] [silence] all right the one I just reset is um flashing blue uh both of them are just the other wireless one okay [silence]
11:00
Speaker 2
okay. yes, sure. let's go do the same thing on the other node please. just the other warless sir.
11:00
Speaker 1
Just get my glasses away from me. All right. The first one I did is now solid purple. The second one is flashing blue. Okay. I will. [silence]
12:00
Speaker 2
OK, yes, that's good. OK, sir, let's wait for the other nodes here to show up a purple light on the top, okay? Thank you. Just let me know, sir. Thank you.
13:00
Speaker 1
Yes. [silence] Yes. [silence] It's a Mackbook Air. [silence] Right, I now have solid purple on all three. [silence] Yes.
14:00
Speaker 2
By the way uh um sir uh sir William, while we wait. Um I just ask do you have a computer or maybe an iPad that you can use? Okay. Have. Okay uh what is that device? It's a macbook air. Okay. Okay, cuz we might need that one later on sir for changing the wi-fi name and uhm password for your wi-fi for your internet. Okay, that's good. So here's what we will do sir. Um the main link that's device connected to your uh Fiduum box. There is a reset button on that, right? Okay, can you please press.
14:00
Speaker 1
All right. All right. Now I've got a blinking white light. Now solid white light. No, I know that I get a slow blinking white light. All right. All right. Now. OK. So this is
15:00
Speaker 2
press and release the reset button of the main Linux device five times, not too fast, not too slow.
15:00
Speaker 1
So this is um all three of my devices are identical. And and when we were trying to troubleshoot on our own yesterday, I switched uh I switched two of them um because I I thought maybe that was the problem which turned out not to be. Is that an issue? Okay. Oh, I now have a solid blue light on the on the on the mothership. They're now flashing red.
16:00
Speaker 2
Yes Uh-huh Uh-huh Uh...h Actually no, sure that's your K all three nodes once it it this reset all are all can be be configured as a parent node and a child node so after reset you can use that as a parent and you can use the the other AS a child node Okay, give it another few few minutes or three seconds and uh, check the light at the top of your other two nodes That's good Okay, and we still have three minutes and 45 seconds. [silence] [silence]
16:00
Speaker 1
Okay. It's interesting. I've got a Linksys app on my phone, and when I went into it, the system didn't recognize me or my email. Which is weird cuz otherwise, why would I have the app? Okay. [silence]
18:00
Speaker 2
okay. if that's the case sir the warranty of this unit is uh three years for this mx 4200. so if in the case one of your device will be deemed defective sir then um just to let you know that we can no longer provide replacement but we can still do troubleshoot that for it to work. okay thank you. uh huh. uh huh. uh huh. uh huh. yes. yes we're actually sir after we set all of this will go back to default. that includes your uh associated email address. do you have a computer?
18:00
Speaker 1
One of them, it briefly has the right blue on it. And then the other is flashing red. They're all, they, all three nodes are now showing a solid light blue, which is, which has always been the best color. Okay.
19:00
Speaker 2
I'm not sure what's the status of the child nodes. okay, so I believe that is still booting up. I think that's the farthest one, right? Yes, I see. I see it. Okay. So, um, I will really not suggest using the app, sir, because there are no more update on the app. I will suggest for you to do the UI instead. UI is actually way more accurate than the latest app. Okay, so let's use your.
19:00
Speaker 1
Oh, okay. All right. I've.
20:00
Speaker 2
Okay. Okay, sir. So, let's use your Mac computer, sir. If you don't have that option, sir, [silence] [0m8s295ms - 0m11s295ms] Okay. Okay. [0m11s295ms - 0m11s865ms] Okay. [0m11s865ms - 0m12s265ms] Okay, so kindly go to the settings, sir, of your Mac computer. [0m48s360ms - 0m53s90ms]
20:00
Speaker 1
Okay and go into that? Okay.
21:00
Speaker 2
on the settings kindly go to Wi-Fi under Wi-Fi sir kindly look for an available network Vela Setup yes sir this password that you need to use your is the same password underneath the uh the main linksys router don't connect it to your modem okay sir
21:00
Speaker 1
Yeah, it didn't actually, um, connect. Yeah. Uh, it, it, it said, couldn't connect. Uh, and then, then it, it wants to run wireless diagnostics. But I didn't have it do that. Yep, Velop setup 963. Okay. All right. You tell me when to turn it back on. Okay.
22:00
Speaker 2
What's the error that you're, what's the error, sir? I see. That's the developing team, right? Okay. Can you turn off the Wi-Fi of your, um, Wi-Fi of your computer for a few seconds? Yes, you can turn it on now, sir. Okay.
23:00
Speaker 1
uh could not be joined. Yeah, I can do that. I can try that. [silence]
24:00
Speaker 2
OK, try to connect to developed set up nature let me know if it's still enabled. Still could not be joined. Sir, can you try to do it on your phone sir? Yes.
24:00
Speaker 1
The message I'm getting from my phone is incorrect password. Yeah. It's eight. It's eight. Eight. Well, it's seven letters and one number, so it's F as in Frank, A as in anti, I as in Irene, R as in Ruth, D as in dog, E as in elephant, one, two, three, four, five, six, seven, eight, nine,
25:00
Speaker 2
Incorrect password. Okay. Can you try, sir? The, um, can you read to me, sir, the password that you're using? [silence]
25:00
Speaker 1
[silence] it as in revolution, W as in war, then the number one, then "in as in no, as in dog. It's all lowercase. Got it. Unable to join on the computer. Incorrect password on the phone. [silence]
26:00
Speaker 2
Okay and you followed sure if it's lower case and upper case, right? Oh, it's all lower case. Okay. Unable to join or incorrect password, right? Okay. Okay. Okay. Okay, let me just check on that sir, okay? Yes, actually, sir, uh, it seems that your node is now online. It's just that we're having issues connecting to its default name. Okay. Is there still another device or do.
26:00
Speaker 1
Now, is that the node the Linksys or the one from Fidium? The first link is no. Just turn it off. Okay. Yeah, there's an on button on the bottom. All right, it's off.
27:00
Speaker 2
What do we can try? Or how about, um, let's turn off, sir, the parent node. No, sir, the first link is node, sir, the one connected to your... Yes, just turn it off. Yes, yes sir. Okay, let's just leave it for 30 seconds and then turn it back on.
27:00
Speaker 1
[silence] I'm no longer seeing Velip setup on my list of available. But I'm guessing that's because.
28:00
Speaker 2
Okay, turn it back on now, sir. And then, let's try first your Mac computer, if it's able to connect. [silence] Uh-huh. [silence]
28:00
Speaker 1
simply matter you Okay. Okay. it's back. Actually, there's two vell setups now. There's vell setup 963 and then the letters SCS Setup 963 A8SCS
29:00
Speaker 2
Okay, now, sure, can you turn off the Wi-Fi of your Open? computer for just a few seconds? Thank you. [silence] Uh-huh. [silence] [silence] FCS. Can you try to connect to the name server without an extension? Without the FCS?
29:00
Speaker 1
All right. [silence] The Wi-Fi Network Belkin.
30:00
Speaker 2
[silence] Still good note. Uh, Mm-hmm.
30:00
Speaker 1
Okay. Oh no, I would, I was not, I was using Fairwind. So you want, you want me to try the, the password that's on the bottom of the device now. Okay. And this is, uh, the motherliners. Alright.
31:00
Speaker 2
I believe, sir, this is something to do with the settings of your Mac. But anyway, sir, can we try this one? If, uh, since your computer is unable to connect to the, uh, uh, to its network. Oh, before we proceed with that, may I just confirm that you, uh, or get, uh, that, you use the password that is on the bottom of your main linksys device, right? [silence] Oh, okay, yes, yes, sir. Uh, use the password, sir, that is on the bottom of your linksys. Yes, the main one, sir. on the right hand side you are connected right now. There's this details. Option. OK. Yes. Click on that too. And then look for the router number.
31:00
Speaker 1
There's a Wi-Fi address. Huh, I'm not seeing a router number. Yeah, I'm just not seeing it, I've got Proxy. Hardware, 8.2.1.x. W. N. S., D and S. T. C. P. IP. I'm seeing a Wi-Fi address which is just a bunch of small letters and colons. Yeah, that's all I'm seeing. DNS. DNS is 192. [silence for writing]
33:00
Speaker 2
uh that's under IPv4 address, subnet mask, uh-huh. Okay, aside from that, sure. That, is that all? I see. How about DNS, sir? Can you read to me the DNS?
33:00
Speaker 1
Dot 168 dot 1 dot 1. all right. okay. I've got the browser open. Yes. 192. 1-168. 168. this takes me to linksys.
34:00
Speaker 2
dot 1 dot 1 can we try that one sure open a browser on your computer okay yes on on the address on the address bar sir kindly type those numbers 192. 168.1.1 yes 168.1.1 okay that's good that's the right page sir
34:00
Speaker 1
okay. Lexus, why am I getting a warning when I tried to access my router settings in a browser? Yeah, okay, I see the continue button. Hit that. Okay. Yeah, Safari warned you when a website has a certificate that is not valid. This may happen if the website is misconfigured. All right alright. It says sign in, log in with your router password. The number the street carragin. System used me for the name and the password carragin and I just check the tube carragin. Error never again. Okay, so it says try again, huh? So I got a try to type my my password again. Carragen. Nope. It's correct but it doesn't work. All right.
35:00
Speaker 2
Can you read to me the exact page? Good, okay, can you scroll down, sure, and look for the continue button? Yes, please. Okay, do you have an advance or show details options here below? Okay, click on that, please. Which one do you have? Show details? Okay, visit. Yes, visit this website, sir. Okay.
35:00
Speaker 1
okay so I could put in to try admin first. All right now I've got a whole bunch of stuff on a linksys page. My system did but I bypassed it.
36:00
Speaker 2
That's good okay by default yes sir by default, sir the password is admin all lowercase but right after you type that sir and press sign in it might require you to create a more secured password which uh you will be using to access this interface tom. Yes admin first. Okay that's good uh it was uh it did not ask for you to write any password or it did. [silence]
36:00
Speaker 1
I thought that might screw things up. okay, in that case, network status says connected on the device on the router and on the internet. all right yes.
37:00
Speaker 2
See okay okay go okay yes actually sure uh i will really suggest for you to create a more personalized like not system generated password anyways since we're already there on that page yes sir can you uh can you please go to i'm sorry check on network status that's good okay so what we need to do right now sir is to set up again your wifi network or wifi name then uh you can uh move those other notes and put it back to your preferred place so yes please scroll down sir all the way to the bottom of the page very bottom of the page kindly look for the end user license agreement privacy statement third party licenses Oklafr.
37:00
Speaker 1
Yes, I can see that. Hmm. I see end user license agreement, privacy statement, third party licenses and Ucla privacy policy. No, I don't I don't yeah I don't see CA. Um, Yeah, we're on that. Um, Hmm. All right. Now, there's there's three. There's 2.4 gig heights band, uh 5 gig hertz span and
38:00
Speaker 2
CA. the CA letter, please. Tap on the CA letter. And did you already press the CA, sir? The small C-A letter? You don't see the CA? Okay. That's okay. How about on the left side under router settings, can you look for Wi-Fi settings or can you tap Wi-Fi settings? Okay. Under Wi-Fi settings? Yes, that's your Wi-Fi name, sir. That is right now still in the developer setup. You can now replace that with your own personalize name, sir.
38:00
Speaker 2
Okay. Let me just ask for sure. Do you have a separate network before, before this issue happened, or before this concern happened? Or do you have devices that are only capable for 2.4? printers, cameras. How about cameras? Sure. Okay. Do you remember having two networks before, or just one? I I see, I see. Got it? Sure. Okay. How about we try first creating a name for all?
39:00
Speaker 1
Okay. And I'm just going to, I'm just going to cancel and and and and put the password in as well. Okay. So I'm just going to cancel out the name.
40:00
Speaker 2
they're the same as well as the password yes yes just delete the name the the develop setup name you have then just replace it with your own name yes thank you yes okay um yeah what you like
40:00
Speaker 1
All right, I've done that in all three. So, do I hit OK or apply? OK. It says, your Wi-Fi settings are updating, and it's giving me all the names and passwords, and it all looks correct. So it says, do you want to continue? OK. Your router's applying changes.
41:00
Speaker 2
okay, if you will see an error message, router not found on your computer screen, okay? good okay, yes, sir you can just, yes, continue, sir
41:00
Speaker 1
[silence] Router not found. You are not connected to your router. And [silence]
42:00
Speaker 2
Okay, that's fine sir. Can uh can you go to the settings of your computer? Kindly uh kindly uh look for the Wi-Fi names here that you created.
42:00
Speaker 1
And I think it just connected. It's got a check mark by it. I think that's, that's, that's, I can also see it. something. Yeah, it says connected. Yeah. So, so we have connected to the Lynx Sys network with, with, with the name that we've given it. Okay. Okay. Okay. Okay.
43:00
Speaker 2
Okay, that's good. Okay, sure. So, okay. Okay. With your own name. Yes. Okay, that's good. So, before we proceed on moving this node to your network, kindly, uh, check if your internet is really working like, um, open any website.
43:00
Speaker 1
All right, I just connected my phone. Yeah. All right. You want to do that while I'm still on the line with you? Okay. Less than a minute. All right.
44:00
Speaker 2
Okay, and your internet is working. Okay, so yeah, next step that we will do, sir, which is the final step, we can go ahead. You can go ahead and unplug those other wirelessly connected now and put it on your preferred place. Okay. Yeah, if you want me to, sure. I can stay on the line. Okay. So, about the way, sir, before you move that, right after you plug it in, just give it 2 to 2 minutes to reconnect. You can just leave it, sure, and then we will just check if it shows online under device list. Plug it in and just leave it.
44:00
Speaker 1
I have two cameras on. They're on an end. So, I'm going to disconnect one of them now and move it. [silence]
45:00
Speaker 2
that's actually normal sir uh right after you plug it in um usually it will yeah it will show you a blue light after you plug it in um after a second it will start blinking red and then blinking blue and then back to solid blue that's after um okay so let's just wait sure for those though to show up a blue light and for us to confirm sir uh can you go back to your Linksys page
46:00
Speaker 1
All right.All right. I'm, I'm back on the links this page. and I'm, it's showing where I've changed the name and the password. It Yeah. Yeah. All right.
47:00
Speaker 2
on the left you will see a device list the name I'm sorry, Sir, the name and the password that you changed has been changed. It's showing up okay. Well, that's good joy. So that will be the Wi-Fi name that you will use to connect your devices. So while we wait, go to device list, sir, on the left side in there, about our settings.
47:00
Speaker 1
DeV list. Huh. DeV list. Oh, okay, I got router setting. It says connectivity, troubleshooting, Wi-Fi settings and security. Oh, I'm sorry, DeV list is at the top. I had it off. So, hit device list. Okay. All right, we've got ... ... ... The three nodes are on and they all say that they're online.
48:00
Speaker 2
I'm sorry. Can you read that to me, sir? Yes. Yes. Uhuh. Do you see there's three nodes? Okay. Okay, that's good. Okay, sir, that's good. It seems that you're already uh.
48:00
Speaker 1
Yes. No, I think we're good. All right. Well, thank you so very much. And may I say you've been enormously helpful. Thank you. All right. Thank you. Night-night.
49:00
Speaker 2
Good Now your internet is back and working and your other nodes are now fine and connected on their preferred places. Any other things you want to check? Yeah, it seems we are all good, sir. Anyways, sir, you can call us back if you need further assistance in the case your device will be de, um sorry will be disconnected again. Uh just provide us your email address for us to pull up your records, sir. Okay? [silence] Thank you so much, sir. Appreciate that. Have a good day, sir. Please stay safe. Bye, sirs.
49:00