Speaker 1
[silence] Hi, my name's Jan. Um, you said your name was Becky? Oh, that's pretty. Hey, cool. Um, hey, I'm calling.
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 1 now. For out of warranty products paid support, please have your device 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. Thank you for calling link-sys. This is Abie. How can I help you? Uh - EPI-M Am Am. Mmhmm.
00:00
Speaker 1
Because I have a link Stus router that's under warranty, I think until July, maybe somewhere around that. And for some reason, two of the nodes aren't working. They just keep turning read. When I tried to power start them, so I think this. Go on to actually see if you could maybe help me. Yes. Uh-huh. Yes. Uh-huh. Right now. Yes. Yes. Yes. Right. Oh, wait a minute. So June 27th is the day it expires. What's today? The 21st? Yeah?
01:00
Speaker 2
so this is Jennifer cook, and email address is prarie.hill.77 at spectrum.net. Okay. So you have an AMAX 6,200 Linksys router. So two of the nodes are not working. They're both red.
01:00
Speaker 1
Okay, oh 2727 26,
02:00
Speaker 2
The warranty expiration for this device, ma'am, is June 30th, [REDACTED_PAYMENT_DIGITS] So it's still in warranty. No worries. Yes. Yes. I have it. So, um, yeah, what we gonna do since two of the nodes are not working? Can we move them close to the parent node, like five, six feet away? Yes. So, the parent node is working right now. Mm-hm. Okay. [silence] Bye. Mm-hm. Mm-hm. Bye, bye, bye. Mm-hm. Yeah, I can. Okay. Yeah, that was nice of you. Yeah. Mm-hm. Did anybody else let you know this, or did I find out first? They didn't. Oh, okay. So right now you only have the two child nodes that are left? Um, yeah. I think it's only two still. Oh, okay. I get you. I get you. [silence]
02:00
Speaker 1
Oh, maybe I can get it. I got it. I can act really skinny for a minute. OK, I got it. Praise the Lord. OK, so now I have the two nodes. I can plug them in closer to the main mode is their anything i need to do know or do yes is there anything i need to do or know before i do that okay okay let me go let me get it's white the parent mode is white. okay i'm plugging in the two child nodes and they are like about 5 feet from the parent node
04:00
Speaker 2
to the main node. Yes, ma'am. Just turn it on. Just plug in the uh, power adapter on the uh two child nodes. And currently, what is the light that's lit on the parent node? What is the LED indicator on top? That's white. Okay. OK, we'll just wait for the lights to
05:00
Speaker 1
Okay. So are you having a fun day today? Are you having a fun day today? That's good. It's a different issue. Yeah, but it started out my I've been on tech support today since 8:00. First with my printer issue. And then, um, then then they told me to get a hold of you guys. And then I got some information and called them back and said, please work with me and try to help me no matter what. And.
06:00
Speaker 2
Stabilize. come again. Yeah, a little. I believe you've called two hours ago, right? It's a different issue. Was it about your printer? Mhm. Oh. Mhm.
06:00
Speaker 1
So they tried to run through some more text work with now my printer again. In the meantime, they said let's just restart your modem and router again. So they had me restart it all again. And then all of a sudden the two of the nodes Except for the main node was just not going back to white again. So I didn't do that with when I was on the call with you guys earlier. I just reset the parent node and it was fine and it's still fine. But when they had me reset the node next to the printer, that's when it would not turn back to white again. So it must have been something I can't figure out why it did that all of a sudden. Yes they're flashing blue both of them. [silence]
07:00
Speaker 2
[male] okay, okay, okay, okay, all right, so can you check the child node lights? Um, are they both solid?
07:00
Speaker 1
there's flashing blue. First they were solid blue and then they're flashing blue. Yes. I will. [silence]
08:00
Speaker 2
Okay. It's still flashing and... Okay, let me know if it's solid, ma'am.
08:00
Speaker 1
still flashing blue yeah that seems like a long time so I've tried to restart these both this is like the third time I've I've taken the power out of the back of them I didn't unplug them from the plugin but I I restarted them from the back of each power okay [silence]
09:00
Speaker 2
okay so it's still blinking it's still flashing blue okay I like to that that's just right something
09:00
Speaker 1
one of them turned white. I can't believe it. I can't remember which one it was of the, of the of the nodes. But one is solid white. Which is a good thing. Yes. The other one is flashing blue still. Maybe that's the secret, bringing it back closer to the parent node. Yes. Oh, yeah. Uh-huh. Uh-huh. Yeah. With that, okay. [silence]
10:00
Speaker 2
okay one of the child notes solid white and what about the other one yeah cause if it's not pairing if it's not communicating ma'am we need to reset those notes back to factory default and there again yeah but if it if it's if it goes back to white so that just means it connected okay it's reconnected to the parent know so no need for us to do anything you just need to once it's yeah once it's solid white and it's connected you just need to okay that's good
10:00
Speaker 1
Yeah. Okay. Okay. Oh, the other, the other one turned red, [silence] you know, the other child turned red now. [silence] Oh, okay. [silence] Okay. [silence] You want me to take the other one upstairs while I'm waiting for the other one, or just just wait? [silence] Is fine. I can do that.
11:00
Speaker 2
Okay, just make sure it's solid, and yeah, it's solid white. So you, once it's, uh goes back to white, you may relocate the child nodes back to where it was before. Yes. But yeah, we're just gonna wait, um, for a few minutes. Okay, just wait for it to turn solid red. If it goes solid red. Okay. Uh, yeah, it it's still solid white right now. It didn't change, right? Mm.
11:00
Speaker 1
Okay. Okay. Sounds good. I'll be right back.
12:00
Speaker 2
Okay, yes, you may relocate that ma'am, while waiting for the other child's note.
12:00
Speaker 1
Okay, I'm back. So the child node is still flashing red. Yes? So I don't know what that means. Okay. Okay. Oh, okay. Yes. Okay. Uh oh. Oh, okay. Let me see where that is. Uh oh, I see it. And how long do I hold it? [silence] Okay. [silence] It's now flashing green so I let go. Okay. Oh, okay. And what needs to be next? Okay. Oh. Okay. Uh oh, I see that one. Okay. Uh oh. So the baby node, I'm assuming this is the battery, went crazy red? Crazy red? Okay. [silence] And the child node seems to keep the light on longer and longer. Okay. So either cue or what? Baby is out of battery or something else.
13:00
Speaker 2
Uh-huh. It's still flashing red. Okay. All right, why don't we we just reset that node to factory defaults. Okay, actually, flashing red means, um, it's still trying to communicate. But if it's really taking its time, then, uh, we'll just have to do a reset, okay? Now, to perform the reset, ma'am, kindly press and hold the reset button at the bottom. Okay. Yes, it's a red button. Or it's, uh, it's actually black down at the bottom. Thank you.
13:00
Speaker 1
How long do I wait? Okay. All right, I'll start. Okay. Yeah. Okay. Okay. Okay. Okay, I'll do that. 1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 1011, 1012, 1013, 1014, 1015, 1016, 1017, 1018, 1019, 1020, 1021, 1022, 1023, 1024, 1025.Oh. Hmm.
14:00
Speaker 2
Press and hold it for 25 seconds. Yes, you would be able to tell if it's reset properly once the the light on top will turn off, goes off and it should blink and it turns blue. So that's an indication that it's reset.
14:00
Speaker 1
So, I, I'm thinking, as I was counting, my finger went up. for a second. You know how you have a spasm on your finger and all of a sudden my finger just jumped? So, I could've screwed this up. So, uh, I don't know if I should do it over again or wait for a minute or something. It's, yeah, flashing red. Yeah.
15:00
Speaker 2
OK, so how's it doing? [ silence ] The right now, the LED indicator on top, is it blinking or it's still flashing red? [ silence ] OK, we'll wait for it to turn.
15:00
Speaker 1
Okay. Reset turn solid purple? Oh, so then maybe I didn't do it right. Maybe I didn't do it right. But I'll wait until it turns solid purple. [silence] Yeah. [silence] Well, I did. But then, while I was counting, during the counting process, [silence] I had a spasm on my finger and I think it went, [crosstalk] you know, I, [silence] it could have jumped.
16:00
Speaker 2
turn solid? Because once it's reset, ma'am, um, it should turn solid purple. Yes, after the reset. Okay. But when you press the, the reset button, uh, did you feel it like, uh, did you, did you feel it push down all the way?
16:00
Speaker 1
and then I, I don't know if it started over then. and then I should have counted 25 more seconds after that. [ silence ] I could have screwed it up. That's what I'm saying. It's still flashing red. I don't know if it should be or not. so I should probably push try to reset it again. I could have screwed that whole process up. So try it again. [ silence ] thousand one, thousand two, thousand three, four, five, six, thousand seven, thousand eight, thousand nine, thousand ten, 11, thousand 12, thousand 13.
17:00
Speaker 2
Okay, so it it's still flashing red. Okay, let's try again.
17:00
Speaker 1
0. Okay. So, I was watching the light while I was pressing it midway through, a blue light started and now it's flashing blue. How far am I supposed to be away from the parent node? Is 10 feet away too far?
18:00
Speaker 2
Okay, good. that's a good sign. So we'll just wait for it to turn solid. uh, can we move it closer, like around 8 ft. Yeah.
18:00
Speaker 1
[silence] [silence] going to place the lay down mostly short [silence] about five feet away [silence] . [silence] Oh, it's flashing blue in blue. Thank you so much for helping me. Did this
19:00
Speaker 2
Oh, you're welcome. No worries.
19:00
Speaker 1
Is this err... ["observatory our sky as the delicate...] Is this like a normal kind of phone call or is this kind of a weird phone call? Oh, okay. ["I don't know, perhaps. You don't know, perhaps. I don't know."
20:00
Speaker 2
Well, Well, it happens most of the time. I mean, it's a common problem. Yeah, it's a common problem, especially if you've made some changes on the parent node or there's like a power outage. Sometimes the child nodes will just get disconnected. lose the signal. So yes [silence] [silence]] [silence]] [silence]] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
20:00
Speaker 1
The internet was out, but I was on, you know, I froze, and I was freezing up. So the nodes never indicated to me ever that the wi-fi was out, even though I was having no problems. So I didn't know why that happened. I because normally if the internet ever went out, the node sitting right next to my laptop would go red and I'm like, holy crap, I gotta go troubleshoot what's happened here. But recently it hasn't turned red at all. It's always been white. And this is the one that right now is having trouble. Now it's solid blue. Yeah. Is it good thing? Okay.
21:00
Speaker 2
I know you have. How long have I been here? That's the first time I've ever met. Okay. Solid blue. Okay, good. All right. Can we go to the parent now? Ma'am. So let us go to the parent node and we'll do a five press. Okay. That is the quick and easy way. I mean, it's solid blue. Okay, good. All right. Can we go to the parent node, Ma'am? So let's go to the parent node and we'll do a five press. Okay, that is the quick and easy way. [silence] I'm good.
21:00
Speaker 1
Oh. Oh, okay. Uhuh. Yes? Okay. Okay, I can do that. Then what happens after that? Okay. Then what happens after that? Do I have to do something really quick after that? Okay. Okay. Okay, I will do that right now, starting now. I just 'click' it five times individualy, and now the parent note is flashing white.
22:00
Speaker 2
to to pair your child node to the parent node. So to do the five press, press the reset button at the bottom five times, okay? Press it once, do not press and hold it, press it once and do it five times. So, just like a press release, press release, press release. The child node should blink and that also includes the parent node, the light indicator on top should blink. Okay. Thank you. And what about the child node?
22:00
Speaker 1
no, the child node is still blue. it's solid blue. the parent node is flashing white. do you think i did something wrong, or something? remind me. what else am i supposed to be checking along down here? correct, no changes on the child node? uh-huh, i will do that. okay, did i take longer in between the reset pressing like do 1,001, 1,000? no, okay, okay. [silence]
23:00
Speaker 2
Is it solid or flashing? [silence] and right now it's still solid. No changes on the child node. Can we do it again, ma'am? Thank you. No, no. Just press [silence] Release.
23:00
Speaker 1
So, okay. Thank you. Okay. Done it. And now it's flashing light. And the child's lap not doing anything yet. Still just solid blue. Okay.
24:00
Speaker 2
piece press release that's it. uh, uh, uh, okay. All right. We're just gonna wait for it.
24:00
Speaker 1
the other one. Yes, it's still solid blue. Yes, what does that mean? Okay. Um, yeah, I have a laptop upstairs. Do I need to take the note bring the laptop downstairs and do something?
25:00
Speaker 2
OK, so is it still solid, the child node? It's still solid blue, okay? Yeah, um, maybe the five press didn't work, ma'am. So I don't know if, uh, uh, yeah, if you happen to do it successfully. Um, do you have a computer, uh, 'cause let's just try to add the node this way. Uh, do you have any computer available? Yes, ma'am, can we, yes, can we do that, please? We'll just use the laptop for the meantime. Welcome to the problem. We'll need to open up a browser. Check first if you're connected to your wireless network.
25:00
Speaker 1
Yeah, I should be. But do I need the login to get on your site? Do I need to, yes. Log in to your site. Links are, okay, that's your, okay, I went, I got half way back and then I, might need my password, but now since you say I don't have to log into your site, I think I'll be okay. So I'm just going to go downstairs now. Okay, so, what do I do? [ silence ]
27:00
Speaker 2
Are you connected to your main network? Yes, yes, Ma'am. You need to log into the computer. No need to. No need to. Uh I'll let you know where to go. Okay? Is your computer ready? Okay. Kindly check the lights again, Ma'am on the child node. Is it still solid blue? Uh. OK. All right, let's go on to your computer. Open up a browser. Do you have Google Chrome? Uh yes, that's fine. Microsoft Edge is fine, OK. On the address bar type in http://my router.local. Then press enter. Now, let me know what did you get? [silence]
27:00
Speaker 1
[silence] You mean earlier today, I did have to change it because, yes. The first password or the second one? Okay.
29:00
Speaker 2
Okay, did you happen to change the router password when you set this up? Can we put in that password, ma'am? [silence] It's the second one. [silence] If you can't remember, yeah, let's try that password first, if it doesn't work then you have the option there to reset the password, so just click on reset password instead.
29:00
Speaker 1
all right, I'm in. Where do you want me to go? okay. Yeah, Oh yeah, I remember where that is. right. Okay. Okay, and uh it's loading right now. Okay, now where do you want me to go? Okay. Okay, it's loading right now. Go ahead. Okay, click on that. Okay.
30:00
Speaker 2
okay, you're able to log in okay, very good now do you see CA down at the very bottom it's at the bottom right yeah, click on CA all right, once you click on CA click on connectivity all right then look for CA router setup it's beside administration. Yes, click on it
30:00
Speaker 2
Okay, then click on add wireless child node. Unexpected error. Ma'am, uh can we try one more time? Let's refresh the page.
31:00
Speaker 1
Okay. Um, so now I go to the CA router, which setup tab. Okay. Ad wireless child node. Okay. Same error message. Yes. I have Google Chrome. Yeah, I do. Okay. I'll get out of this. I sign out of this and get out right? Yeah.
32:00
Speaker 2
Yes. go back to setup. yes ma'm same error message do you have aside from your Microsoft Edge Do you have other browser like Firefox sorry Do you have Google Chrome can we use Google Chrome ma'm yes you may close that screen [silence]
32:00
Speaker 1
get rid of my here. I'll go up to that other browser. And so in place of google.com, what do I put there?
33:00
Speaker 2
Yes. Just go back again to my router.local, once you open Google Chrome.
33:00
Speaker 1
Okay. Okay, I'm going to go back to see so. Okay. And then go to connectivity. Okay, then go to router setup. Then add child node. Add wire the less.
34:00
Speaker 2
click CA again. [silence] Yes. [silence] CA router set up. [silence] Add wireless child child node. [silence] [silence] Yes. [silence]
34:00
Speaker 1
garcia. and the unexpected error 2370. Yeah . And it says
35:00
Speaker 2
Yes, ma'am. It's still the same thing. [silence] Hold on, let me just check this error message, man. [silence] Can we try this one, ma'am? Can we click on the uh, when you open up Google Chrome, you see there are uh three dots, right? [silence]
35:00
Speaker 1
Yeah. Yes. Do I close out. Do I. close out of linksys first Okay so then I go to. How do I get out? Sign out. There it is. And then. once I've signed out. Go. No, I just put in a password only. so go up to the three dots right
36:00
Speaker 2
on top. That would be on the top right. Yes, click on the three dots and look for new incognito window. Or open an incognito uh. Yes, you may close that out. How did you how did you sign in to the um. Did you put in your username and password to sign in? Okay. All right. So, can we click on yeah, click on three dots and then open an incognito window.
36:00
Speaker 1
[KEEP_UNCERTAIN] i'm not sure i've ever done this new okay okay then what do i type in okay now it actually then it adds something to the what i typed in it added slash [ui] ab.com/ one nine nine dot 216738 slash dynamic slash dot h T M L so i go to the i guess the sign in page where it just put in a password i [inhale]
37:00
Speaker 2
Okay, type in http://192.168.1.1. Then press enter. [silence] Yeah, that's fine. Um, what did you get, uh, did you get something when you go to that link?
37:00
Speaker 1
Access router, router password. Yes. Okay.
38:00
Speaker 2
Yes, okay. Type in your router password, mm.
38:00
Speaker 1
Plug in. I'm right at connect right now. And I add wireless child notes. And I get the same Aaron message. Yeah. I don't really know what a VPN connection. I'm sorry. I've heard it be mentioned. I I don't. Have a I have an iPhone. Yeah.
39:00
Speaker 2
Can were you able to log in? Yes, go to connectivity again and then click CA router setup. Yes, ma'am. The same error? Do you have any VPN connection enabled on that computer, ma'am? Okay. Well, aside from that laptop, do you have another wireless device, like a wireless phone or a wireless tablet? You have an, iPhone. Okay. Going back to your, Transcript: [silence]
39:00
Speaker 1
Yes, you did. Do you want me to log out? OK. How do I get out, I guess? I just fix it out with you. Find out. And go up here. History versus track. So do I close all history? [silence]
40:00
Speaker 2
Child node, um, is it still solid blue right now? Okay, can we try, let's just try this one, ma'am. Yeah, you may log out. silence Yeah, you may close that, ma'am. And let me know if, uh, silence
40:00
Speaker 1
Okay, hold on a second. I was thinking I have to delete the history. Then I click on history and nothing happens. Uh, Oh good, okay. So now I just want links to the dodgid page. So click the three dots you said and then go where? Go to the, yeah. Go, what do you mean go to parent notes? Uh, right. Should I need to log in again? Oh. All right. Looking at the parent notes. Want to
41:00
Speaker 2
yeah if it's closed if you open up if you actually use incognito there um it it won't save the history so yes no need to ma'am so what can we just go to the parent node go to the parent node yes to the main node to the parent node um you you can just uh leave that ma'am um just just leave it open yeah so
41:00
Speaker 1
okay. would you like me to do a camera but there's a, a button in the middle between the reset and the on off button yes okay I press it it flashed white. th-error light is not doing anything yet. it's about a 5th away.
42:00
Speaker 2
Okay. Go to the parent node and on the parent node, do you see there a pair button below the reset? Yes. Below reset. Do you see a button in the middle? Yes. Yes. Okay. Can we press the pair button, ma'am? Press it once. Okay. [silence]
42:00
Speaker 1
first transparent notes right yes Okay I just pressed the reset button five times main node is flashing white
43:00
Speaker 2
Let's go ahead and do the five press one more time on the parent node. So, press the reset button five times. I don't know why it's not doing anything.
43:00
Speaker 1
but the... Child, no, is... Not... happening. It's just blue. Solid blue. Yes. Ones kon three three three zeros. OK.
44:00
Speaker 2
certified agreement please unplug the power for 30 seconds
44:00
Speaker 1
Okay, that's about 30 seconds. Is that okay? You know, I think I used to but uh my iPhones and I had to get another a replacement. So, I don't know if I have it on there anymore. So, I go out to um I should go out to uh the App Store and... Okay. Okay. So, so it says Linksys, Linksys smart Wi-Fi, Linksys Router. Which one? Okay. All right.
45:00
Speaker 2
Yes, you may plug it back in. By the way, Ma'am, do you have the Linksys app installed on your phone? On your iPhone? We can we can try yeah we can try to install that. Go to app store and look for Linksys. Just search for Linksys and then install it, okay? We're just gonna log in locally. Yes, that's it. Linksys Smart WiFi.
45:00
Speaker 1
Yes. Links just want. OK, I got it. I'll download it. This is on my phone. It has downloaded and there's an option to manage your wifi, set up a new wifi network. So manage my wifi so I want to click on. Yes. Usually I'm always on the wifi on my iPhone.
46:00
Speaker 2
Yes, by the way, make sure that your phone is connected to your network. Yep. Since we've reboot system rebooted your parent node, so we'll just wait for the light to turn solid. Okay, it should be solid white. [silence] Hold on. Can we go to settings first? Are you connected to your wifi on your iPhone? [silence] Yeah, make sure you're connected first to your network.
46:00
Speaker 1
Okay, I'll double check it, I'll go to settings and then why, oh, well, that's weird, it says not connected, probably because we reset the modem and right now it isn't up yet, it's still red on the main little.
47:00
Speaker 2
Yeah, make sure that the modem, the main node is solid white so it's still trying to reboot.
47:00
Speaker 1
Okay, the main node is white, but my phone says Wi-Fi is not connected and I'm not sure why. Okay, so it's disconnected now. Okay. Okay. All right, going back to the Linksys app.
48:00
Speaker 2
yes, kindly go back to wi-fi. just go to settings, and then wi-fi, and reconnect to your network. just try to reconnect, ma'am. Okay, you're now reconnected. so please open the Linksys app again. [silence]
48:00
Speaker 1
Oh man, it was out of battery. All right, so I allowed the WI-FI. Now, oh my gosh. Now it says enter email address and password, so I can do that. Right? Oh yeah, I can do that. Okay. Hey, that's fine. All right, I'm going to enter that really quick. [ silence ]
49:00
Speaker 2
Okay, now, do you have the option, no, no, no, um just to choose that option, ma'am, uh log in using the router password instead, not the username and password. Yes. I'll help you log in to your channel and I will manage the slide and line. [silence] How about we go through your phone setting up that five by five. Okay so you're able to log in now hold on [silence] Okay [silence] [silence] [silence]
49:00
Speaker 1
I don't I don't Oh, I see it okay. Okay. Okay. Okay. Then it says allow links. to find bluetooth devices, so I will allow that. Okay. Plug additional nodes into power near the router, which we've already done. Then click next, right? then make sure everything has finished starting up.
51:00
Speaker 2
all right, now kindly click on the the three um bars or the three lines. okay, that's the menu. okay, then uh scroll down and look for set up a new product. then and select add a node, to link sys, yes. just allow it. mm-hmm . yes, ma'am. [silence]
51:00
Speaker 1
The light will blink while starting up and turn solid when ready, so everything is solid. Yeah. So it says it's looking for my charge okay. And then what do you do? Plug it back in? Okay all right. I'm plugging in 1001, 1002, 1003 1005, 1006, 1007, 1009.
52:00
Speaker 2
[silence] Okay, the child node is still solid, no changes. [silence] Can we unplug the power of the child node ma'am, just for 30 seconds? Yes. Plug it back in.
52:00
Speaker 1
Same model. Uh-huh. Okay. It's been 30 seconds so I'm going to plug it in. Okay.
53:00
Speaker 2
That child node, ma'am, is also MX-6200, right? They have the same model or that's a different? Yeah, same model, okay. [silence] Yes, please. Okay, so we'll just wait for the lights to stay live.
53:00
Speaker 1
So, the picture showed one node in the top with a circle around it, and it says "router." And then at the bottom, it had two nodes together with the word "next" above it or "add more nodes," but since one of them wasn't white, that's why we're adding it. Now, right? okay, Yes. Okay. Great, okay. So, it looks solid blue. Yeah. Okay, so go back. I'm not sure how to go back in this iPhone app, just swipe backwards. Yes. I'm not sure how to go.
54:00
Speaker 2
Yes, we're, that we're adding the child node, ma'am, which is again, currently solid blue. Yes, cause it's not paired yet. The, uh, the other one which is already solid white, that's, uh, that's the one that you relocated, that has been, yep, that's been working. So, no need for us to add it manually. So, the lights of the child node now is solid blue. Okay. Can we go back again, open up the Linksys app and then set up a new product and then click on add a node to the Linksys. Yeah, just go back.
55:00
Speaker 1
Go back. Um, there's not a back button or anything. There's not a back arrow anywhere. Darn it. Oh, okay. So, it says ready to complete setup or I don't want to complete setup. Okay. I quit setup. All right. So then, the option is manage your Wi-Fi, set up a new Wi-Fi network. So, manage Wi-Fi? Mhm. Okay. Then I have to sign in.
56:00
Speaker 2
Do you see the arrow, the back arrow? Or you may close the app and reopen it. I don't want to complete setup. Uh, can we go to setup and you, I mean, okay, hold on. Yeah, go to manage Wi-Fi and tell me what are the options? Yes, just sign in using the router password. [silence]
56:00
Speaker 1
OK, so now that says 11 devices, 3 nodes, an exclamation mark with one node in the exclamation part. OK. Oh, three lines. I forgot. Yeah. Oh, OK. Then it says add a node. OK. And then add additional nodes into power near the router, which we're doing. Next, make sure everything has finished starting up, which they have. Node light is solid. Yes. Looking for your child nodes. Keep the phone in the setup area. This could take a minute.
58:00
Speaker 2
All right. All right. Can we click on the, the, the, the, the, the, the, the, the, the, the, the, the, three, the, you know, the three lines on top, and go to, yeah, and go back to set up a new product again. Yes. Add a note.
58:00
Speaker 1
Thank you so much for helping me. Oh my gosh. I don't know what's wrong. Is it? Yeah. Oh, yeah. I don't know what's that. Okay. Yes. Yes. It says it. What's Now, guess what? It just... [silence]
59:00
Speaker 2
Yes, yeah, I really do apologize if this is taking so long. Um, yeah, this this should not take it, uh, we should be able to like add the note, just as quick as like 10 minutes. But right now, we're really having a hard time adding it. So, um, yeah, and problem earlier, when we go to the setup page, there was an unexpected error adding it. So there could also be a problem with a firmware. Yeah, so right now it's still searching. Is it still searching on the, on the app? And what about the child node? The light on the child node.
59:00
Speaker 1
It's flashing white that's the best that's the you know, the newest thing that's ever happened because it was just blue forever so it's flashing white right now let me see let what the parent node is doing that change You know it is it's all It's wide. Yes.
60:00
Speaker 2
It's flashing white right now. The the parent node is solid white and right now the child node is still blinking white. Okay.
60:00
Speaker 1
Oh, my God. It is. It's like about halfway across the line, um, and it's trying to look. It's a word. It's a state. Solid. Why
61:00
Speaker 2
Okay, so is it still blinking wide? Okay. It may take a while, actually.
61:00
Speaker 1
then what I do is unplug it and oh wait now it says we didn't find any nows. How could that happen? Oh it's solid. So that means but why did it say we didn't? Yeah, but it says we didn't find any nows right? Okay. Okay. on my open again. So go if I close that page it closed everything. So I'll open the app again and okay. Okay then ready to complete set up. So I just say I don't want to continue set up or do I complete set up?
62:00
Speaker 2
Okay. What about the child note? Is it still blinking white? It's solid white. That's alright. That's alright. Uh just just try to um get out from that screen. Okay. And uh look at the nodes on your app. um See if uh how many online on the Links app. Yes. Close. Yes. Yeah. Um Yes.
62:00
Speaker 1
What? Okay. Then it says "we didn't find any nodes. Try again or troubleshoot." And when it shows is one router on the top in a circle and then down below two nodes, which I have three, three nodes all together. So is that okay? Yeah. Oh. So I need to log in? So it's not asking me to log in. It just asked me to log in. I don't know what, I don't know if how if I'm not closing it properly. How do you close it properly other than just closing it?
63:00
Speaker 2
just complete setup close the app and reopen it it's like you're trying to we'll just try to re-login yes again mm-hmm so close the app totally yeah close it totally and we are
63:00
Speaker 1
And it up, there's, did that. So then when I click in, it says getting router settings. Okay, now, now it looks, like there's no emergency, like there's no red, uh, outline around the three nodes. There are three. A router and two nodes. Link. Yeah, it looks like it. Oh, wait! Oh wait! But, even though they're all there, and they all show signal, now,
64:00
Speaker 2
Yeah you may slide it up mm-hmm And yeah Mm-hmm And if you click on nodes how many nodes are there Okay so that Yes So you have the parent node and the two child nodes right They're all um they're all online
64:00
Speaker 1
Yes. the child note is flashing red again. Yeah. the child. Yeah. Yes. OK, OK. yeah, maybe it needed an extra minute or something. I know. So I thought everything was okay and then I looked over and it's flashing red now.
65:00
Speaker 2
the the the one near to the parent node is flashing, red okay well we're just wait for it to turn solid okay. hmm. because it shows three nodes online on the apps. hmm. [silence]
65:00
Speaker 1
Okay now there's a red line around the nodes on the uh app with an emergency exclamation point so it says one of the nodes is offline. Yeah.
66:00
Speaker 2
yes so James murder but it's gonna be this and segment and hmm, it's back offline okay.
66:00
Speaker 1
Okay, so since they're kind of far apart, does that do I want to do I want to pull, do I want to pull turn off the parent node first and unplug it from the power and then unplug the the and 30 seconds. Okay. Okay. 11 12. Three, four, five, six, seven, eight, nine, ten. 13.
67:00
Speaker 2
Can we turn off the parent node and the child node Ma'am? Just for 30 seconds. Yes. Yes, unplug the parent node first and then the child node. Yes, Ma'am.
67:00
Speaker 1
15 15 15 15 15. 79, 1030. So plug in the parent node and then wait. Okay.
68:00
Speaker 2
So I'll get the parent note first. Yes, wait for the light to turn solid, and then the child note.
68:00
Speaker 1
Okay, the parent node has turned white of flashing light. Uh oh. Then it just turned to red. Don't know why that it's solid red. See what's going on with that Wi-Fi. Wi-Fi is on. It did. The parent node.
70:00
Speaker 2
Is it solid? [silence] So right now it stays solid red. Okay. All right. Here's the thing. Can we also
70:00
Speaker 1
yeah okay bye it doesn't have to be a full minute okay and then plug in the modem and let it fully come on
71:00
Speaker 2
okay, I should have asked you to turn off the modem as well. Can we turn off your your spectrum box and the apparent node, ma'am? So, sorry about this. Yeah, unplug them both off for for 30 seconds. Yeah, just for 30 seconds. the modem first, yep. Wait for the light to stabilize, yes. And the plug in the parents node.
71:00
Speaker 1
okay I'm 30 seconds so I'm going to plug it back in the modem and then watch it until it completely it's plugged it's completely on. Do I stay have a copy of what? Do I still have a copy of what? When you say a copy of my wireless network, I don't know what you mean by that. I'm so sorry.
72:00
Speaker 2
Ma'am, do you have, do you know the wireless settings of your router? Like, do you still have a copy of, that of the 2.4 and the 5 gigahertz network of the wireless settings of your uh main router, of the parent node. Like the name of your wireless network, do you have a copy of it? [silence] Yeah. It's okay. [silence] So, remember, if you go to the uh settings and then you go to Wi-Fi, you- you will be able to see,
73:00
Speaker 1
Okay, so, yeah. I know what you're saying. Okay, hold on a second. Uh, hold on a second. Let me go... Okay, so... I know what the past.
74:00
Speaker 2
Yes, so you you have a copy of that, right? Because because if if the parent node is uh, I mean if the child node doesn't work again, so it could be that there is a need for us to reset this parent node to factory defaults and reconfigure everything. Uh, we'll be using the same settings, the Wi-Fi settings. So all of your devices would be able to reconnect. No need for us to add a child node since they have the same Wi-Fi settings. That's why I ask if you have a copy of the your wireless network name as well as the Wi-Fi password.
74:00
Speaker 1
Password is, I could go upstairs to look at all my lists of passwords that I'm not sure if I wrote down the Wi-Fi name, but I think it was 2.4 2.4 I can't remember it. It used to always come up on my Wi-Fi list. So I never thought I had to memorize that. Um where how would I else? would I look at something like 2.4 cook. Something like that. Yes. Okay. Okay. Right now, the Wi-Fi is completely on.
75:00
Speaker 2
is that is is the name SB cook on the 2.4 and took on the five gigahertz is that what you set up for the name okay we can actually verify that later on so yeah how's the the lights on the uh parent node
75:00
Speaker 1
plug in the parent [silence] on the parent note [silence] the uh it is flashing blue right now because i just plugged it in [silence] because i had to wait for the wi-fi to have solid lights on it before i plugged in the parent note.
76:00
Speaker 2
the modem is turned on right all the lights are stabilized the online light is solid is that correct okay
76:00
Speaker 1
All right. Right now, the parent node is flashing. Uh-oh. It was flashing white and now it's turned red. It is solid red. Okay. Yeah.
77:00
Speaker 2
solid solid red all right so ma'am can we go back to your computer first okay go back to your computer
77:00
Speaker 1
Okay. Am I connected to the... just got to log into my laptop all right really quick. Okay, S P Cook 2.4 is the name of my Wi-Fi network, S P Cook 2.4, but it says no connection on my phone. So I'm at your website on my laptop. It's my router.info/ui/1.0.
78:00
Speaker 2
And can we open up a are we still connected to your wireless network? If you go to the the Wi-Fi icon on your laptop, are you connected to the name of your network? Okay. Okay, so this, you still have the the the 192.168.1.1 page open?
78:00
Speaker 1
uh one nine nine point to two one six seventy eight three eight forward slash dynamic that one okay now the parent node went white solid white so thank you for that that's probably why the the name showed up so do you want me to plug in the child node now
79:00
Speaker 2
OK, are you logged in? OK, can we login please? [silence] OK yes, turn on the child node
79:00
Speaker 1
OK. Yep. Yes. Got it. OK. OK. We go to, um. Wi-Fi settings. OK, yeah. Yes. [silence]
80:00
Speaker 2
waiting for the child node light to stabilize ma'am. Can we go back again to the computer sure. And once you're logged in to the Linksys page, okay, click on CEA right at the bottom and then go to Wi-Fi settings. and then kindly take a picture of the settings. Wi-Fi settings. and take a picture of the settings there. So, you have the two point four and the five gigahertz, the name of the network.
80:00
Speaker 1
it I didn't get the third. Okay, I better take a better picture then. Wait. I gotta get the whole page. Did I get the whole page? I did. Okay. So I got the whole page. Now what would you like me to do? Yes. Oh. But child node light right now is flashing blue still. Yes. 23%
81:00
Speaker 2
Okay. So you've already take a picture of the Wi-Fi settings, right? Okay. Yes. Yeah, cuz in case we need to reconfigure or reset the parent node here, yeah, we will be setting up the same settings for your Wi-Fi. So, yeah, how's the child node lights? Okay, it's still trying to connect, all right.
81:00
Speaker 1
Okay, okay, I'm running out of battery on my phone. Okay, I'm going to run up and get my. I'll keep you on the phone, but run up and get a charger. For what? Oh, I've got it. I got a battery charger. So thank you for offering. Okay, I need to put this up here. Okay. [silence]
82:00
Speaker 2
mm-hmm [silence] would you like me to call you back instead miss uh cook while you while you charge your phone um it'll only take a minute or two okay okay no worries [silence]
82:00
Speaker 1
All right. The child note is solid white and the main note is solid white. So what does that mean? Yes. Go to the what? Yes. But I'm not sure what page.
83:00
Speaker 2
So, the child node light is still blinking blue. Okay, that's great. That's great. Okay, so they're both online. Now, can you verify again? We will check on the, since you have the user interface open on your laptop, can we go to the device list if you see the nodes there? I do you still have the Linksys page open on your laptop? Let's go back to the lab. UH, are
83:00
Speaker 1
Yes. Okay. I. Okay device list. Device yes. Okay. Okay. All right. So I'm seeing uh the router and two nodes and everyone's online. Okay. Thank heaven. Thank you for your patience with me. Oh my God. So so it's okay to sign out now? Perfect. Okay, I'll do that.
84:00
Speaker 2
00:00 e board and set up. Yes. I really do appreciate your patience here. Yes. Uh huh.
84:00
Speaker 1
Oh, I know, it says open history page, show history inside panel and it says wanted text. Oh, I don't have an option for that in the drop down from the three dots on the upper right hand side. Um which one. [silence] Yeah. [silence] But thank you so much for being so patient with me all this time. You know, thank you. Thank you for being so patient with me. [silence] [background soundtrack plays ]
85:00
Speaker 2
You're very welcome, I really do appreciate your patience, ma'am, I know, it, it took so long, it's an hour and then you have, and yeah, I really you apologize if I if it takes too long, but I appreciate your patience working with me. You can just click on, yes, you can click on history and you should have an option there to clear history, ma'am. Or delete, just look for delete browsing data. Yes, you don't see it.
85:00
Speaker 1
no. Settings, okay. Um, how do I go to settings here? I'm sorry. Settings. Yeah, three dots. New tab, new window, new incognito window, then Jennifer L. which is me. Passwords and autofill, history, downloads, book marks, tab groups, extensions, do. Oh I, what an idiot. How did I miss that? Okay. I found, I found, how to delete it. Uh, found it. Thank you so much. Okay, we're ready to go.
86:00
Speaker 2
What about if you go to settings? Click on the three dots. You should be able to see there, settings below. Okay, so you see now the delete browsing data option. Yeah. Okay. Yeah, so you have an option there to delete the browsing data last 24 hours or last hour. You you
86:00
Speaker 1
great, thanks a million I sure appreciate that thank you for everything so I don't think so I guess you got me all set up oh wait now the child node is flashing red again uh bummer the child node that I was trying to program what's going on? the main node is it's light solid white but the child node is flashing red again wait a minute it's it turned white again, so I don't know what to do
87:00
Speaker 2
I should be able to see that from there. No worries, okay, thank you for your time and your patience, uh, Miss Kirk and would there be anything else? Is that on the, okay, it seems that the connection on the child node map is unstable. Okay, yes. Yeah, sometimes it, it, it does.
87:00
Speaker 1
uh-huh. so I she go ahead. so I guess call back if I have more problems and the child no turds red. okay. all right. thank you. yes. okay. you too. bye. [silence]
88:00
Speaker 2
that uh it's like um there's there's a uh communication, um there's like a, a communication gap or something, so, yeah. as long as it stays solid white, yes, it's, uh, it should be online. yes, ma'am. yeah. but right now it's the it's it's a solid white, right? okay. all right. very good to know. okay. so, thank you so much for your time, again, Ms. Jennifer. this is Epi from Linksys. thank you for calling. you do have a great day. take care, ma'am. bye. bye.
88:00
Speaker 1
Oh, i didn't get to I'm sorry. I'm still connected.
89:00