Speaker 1
Yeah. Hi. I've got Linksys Wi-Fi one and I've had them up and running successfully.
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 dot Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. Hi, thank you for calling Linksys. My name is Raquel and how may I assist you today? Thank you.
00:00
Speaker 1
Yeah. Okay. So I have the Linksys Home Wi-Fi Mesh Network. The main link, and I've had it set up and working for a year. But the two child nodes stopped working. And I've been trying to reset them and play with it and all that and follow instructions and read everything online. I can't get the two nodes connected. and I can't even get in on my app. I've tried my app. But I've, um, I, what I've done is I have, um, the main node with the ethernet plugged in is working fine. Um, but the two child nodes are, I've re, I've reset them. But they're, they're red, solid red right now. And I
01:00
Speaker 1
I'm not sure what to do. What the next step is in order to get those connected to the main node. I, I didn't reset the main node that was, that was, um, connected to the, to the ethernet 'cause it's working. Um, yeah. Yeah. It is, um, very small. Uh, two zero J two zero six zero seven nine two seven seven four eight.
02:00
Speaker 2
okay, so got it. Thank you for the details and I'm sorry to know about the two child nodes. Probably they are on a set of mode and they need to properly add using another method since we already tried the links app and for me to address you properly with that. may have the serial number of one of the child node which can be found at the bottom. All right. Thank you. Let me make sure I got it correctly.
02:00
Speaker 1
[silence] Correct. [silence] Yes, that's right. [silence] WHW03 V2. [silence] Yes, yes, and the main one is green and working and it's just the two child nodes are both red [silence] And I have them in the same I have them in the same room, you know, only a couple feet apart. [silence] Could you say that again? [silence] Uh yes, I believe so. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
03:00
Speaker 2
two zero J for Juliet two zero six zero seven nine two seven seven four eight
03:00
Speaker 1
Don Wood, W-O-O-D, six six five seven two eight three 9663, D-O-N at DJF, like Don Frank Jim dot-com, they're called Horizon cable, H-O-R-I-Z-O-N cable, yes.
04:00
Speaker 2
May I have your first name and last name? And your phone number, in case we get disconnected, I'll be able to call you back. All right, thank you. And may I have also your email address? All right, thank you. And while my system is checking the hardware warranty of your linksys nodes, may I know, who's your internet service provider? All right, thank you. And just to verify, you reset the two child nodes using the reset button at the bottom of it, right?
04:00
Speaker 1
for 20 seconds. Yes. Okay. I see one. No, I see two, correct. Yes, I do. Do you want me to look and see if they match? What are you asking? You mean the number? [silence]
05:00
Speaker 2
You press the reset button. [silence] 20 seconds automatically. [silence] Okay then. [silence] And let me verify if they're ready on adding again. [silence] Do you have a smartphone? [silence] That's open WiFi on your smartphone. [silence] We're going to look for a WiFi name that says 'vellop_set up'. [silence] Let's check if you are seeing two WiFi names that says 'vellop_set up'. [silence] Right, and can we match them if they are default WiFi name found at the bottom of the two child nodes? [silence] Yes. [silence] Yes.
05:00
Speaker 1
a sticker uh-mm okay yeah uh yeah five 5 -8 on one of them and yep they're matched yes [silence]
06:00
Speaker 2
Yes. The Vela. Set up Wi Fi name. Can we match it on the two child nodes? At the bottom of the two child nodes? There are. There is a sticker that showing the default Wi Fi name. Hmm. Okay. Got it. So they are on a setup mode and ready to add. And by the way, um, Don. Going back to the hardware warranty and support of relinx sys node. Upon double checking with our system, it's, um it Switzerlandpoort has already ended last. Let me double check here. Uh, [silence] And one,
06:00
Speaker 1
Yes. Yes. Yes. Yes. Yes. Yes. Yes. Oh. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Um,
07:00
Speaker 2
Just for one moment. All right, I'm going to stop the recording Uh, don't to avoid getting your card details just for a second. All right, and I'm now ready. And may have the first name and last name on the card. All right, thank you.
08:00
Speaker 1
Yes. Yes it is. on the, on the, on the main node, the one that's green, that has a green light.
10:00
Speaker 2
recording for our troubleshooting. Just for a second. All right, and to start with our troubleshooting scenes, they are on, on near to the main parent node. Is it within five feet away with the main parent node? I think you. So we're going to, um, add them using five press method. Five press will be on your main parent node. Five press is we're going to click the reset button of the main parent node five times. Do not press and hold, just click it five times. that is correct.
10:00
Speaker 1
Okay. It's flashing yellow now. It's solid green. Yeah, one of them's flashing red. It's flashing too.
11:00
Speaker 2
That's correct. Light on the main parent node will flash. Let's wait for it to go back solid green again. All right. Then next, let's observe the light on your child node. If they one of them starts flashing. Flashing red. All right. It responded to the F5 ref. Let's continue observing the other child node. Let's wait for it to start flashing as well. All right. That's great. So both are now on the adding process, onboarding, connecting to the main parent node. So we'll give them two to three minutes
11:00
Speaker 1
Okay. So if this ever happens again, that's, that would be the pro I would reset the child nodes, then do a five button press on the main node.
12:00
Speaker 2
all right. If they're already connected and just so happened that they went to solid, red, disconnected, I would highly suggest to try first, restart all the nodes like unplug all the child nodes, then unplug the main parent node. Then after that do a like boot up sequence. Turn on parent node, wait for solid green, then move to the first child node nearest to the main parent node. Turn it on, wait for solid green, then the four.
12:00
Speaker 1
OK. OK. Yes, they are. And what causes them to stop working like that? Well a new, you mean, yeah, we've added things that use Wi-Fi. That's what you mean.
13:00
Speaker 2
And if if that troubleshoot didn't work, you can reset the child node and do the five breaths. [silence] Okay. And are they still blinking red? Okay, they're still on the process of adding. [silence] And There could be a Wi-Fi interference within the network or environment. Have you added a new device prior to the disconnection of your two child nodes? [silence] Yes. I see. That could be another factor. Or for the Wi-Fi interference, causing one of the child nodes or two of the child nodes disconnect from the network and unable to find the signal from the main parent node. Just one of those factors. All right. So, we're going to. That's great. So, they are connected and online. And you've mentioned you have the Linksys app, right? Let's check them on the Linksys app. We'll make sure they're online, connected. That's okay. They're both green. I think Okay, so I think someone's still thinking. So we're going to make sure they're connected and online. Let's go to your Linksys app.
13:00
Speaker 1
okay uh um okay just a second I have to um I have to close it because it's in some um money mode okay all right I'm in the link this app should I um it asked me to log in I don't know you don't you don't think so
15:00
Speaker 2
Let's open it. All right. Uh-huh. Okay, we're going to log in using the the router password. Not use the email. Select login using router password. And for your router password, do you have did you create one, a router admin password before? That's okay, we'll try the default.
15:00
Speaker 1
Okay. It says incorrect password. Okay. Okay. By the way, one of my child routers is [silence] a green and one of them is flashing red now. Okay. Oh, a bit they could make these fonts a little bigger. Um, yes, done. Okay. I got it. 619161914. Okay. Now it says reset router.
16:00
Speaker 2
Let's give it some time, it's actually disconnected, but it should reconnect back, turn solid green. Okay. All right. 619,14 you can enter if you're on the app.
17:00
Speaker 1
make sure there not showing twice I'm not sure what you mean what- what it's not showing okay okay
18:00
Speaker 2
Yes. Please click reset router password. Then, your router password must be 10 characters with letters, upper case, lower case numbers, and then special characters. And make sure that the characters are not showing twice. Yes, the characters. Like If you have numbers, number one, make sure the number one is not repeating. Same goes with letters and special characters.
18:00
Speaker 1
Okay. Um. Oh, I see a hint. Okay. Um, I see what it asked for remake. Okay. Okay. Getting router settings. Okay. I got the main dashboard. [silence] I'm sorry, I can't see or hear your screen, so I can't provide an immediate response to your question. However, if you're contemplating whether or not to update your firmware, it's generally a good idea, as updates often include important bug fixes, security improvements, and new features. Make sure to have a stable power source and backup any important data before proceeding with the update. After confirming these, you can do update now.
19:00
Speaker 2
All right and is it showing their three nodes, let's select this three nodes and will make sure the two child nodes are connected wireless. tap to the Nodes section, then tap Nodes again and under nodes page to check it which shows all the three nodes. And going back to the other child node that's blinking. Ready, is it solid green now? Yes, please let's do an update. So this also a factor that could cause the other child connection so we'll proceed with the update. Yes. Okay. [silence] And [silence]
20:00
Speaker 1
Okay. Okay. You're very patient, thank you. Yeah, the progress bar is moving along. It's about done about 25% of the way there.
21:00
Speaker 2
is it installing or downloading? Now the firmware, all right, so it may take, it says there on the app, it may take 15 minutes, but normally it will take five minutes, so we'll just give it some time. You're most welcome. Thank you for your patience as well and your cooperation with this Don. Okay. Thank you for the update.
21:00
Speaker 1
It's a little a little over halfway. Have you been watching any of the soccer? Yeah, that's, sort of like me, I- I've watched- I've watched some of it, but I'm, but now, it's fun to follow the US, now that they're finally good.
22:00
Speaker 2
Um, not, not bad. All, but yes, some time. Uh huh. Aha. Yes, there, there
23:00
Speaker 1
Where, where are you? Where are you? Where are you located? the Philippines. Okay. Are they playing? Does the Philippines have a team? Okay. Okay. Okay. Like three quarters of the way there. It looks like it's uh updated. [silence] Yeah, they're all they're all green. [silence] Yes. [silence] Okay. [silence] Okay and so it doesn't just so unplug it from the wall.
24:00
Speaker 2
All right, and let's check again the lights on your nodes. If they're back solid green, they might be restarting after the update. Okay, that's great. And going back to the app, is it showing now the nodes page. All right, so we're able to update your nodes firmware. And we can now unplug the two child nodes and move them. I would suggest that's move one child node at a time. You can start moving one child node, the nearest one from the main parent node.
26:00
Speaker 1
All, unplug one of them from the wall. Okay. Okay. But unplug them both. Okay.
27:00
Speaker 2
mhm. uh, both of them from that area, so unplug both of the child node, and we're going to move one at a time. Yes. And after we move the first child node that's nearest from the main, let's wait for it to go through blinking blue, green, then red. And we'll wait for solid green again for one to two minutes, then we can move the next child node.
27:00
Speaker 1
It looks like it's blue. Yeah, it looks blue at this point. Yeah.
28:00
Speaker 2
[silence] All right, are you now aha, of blues. Mhm. Okay, next to that should be, uh blinking blues, then blinking red and then we'll wait for a solid green.
28:00
Speaker 1
Okay, now it's red. Are the new systems the same as this in terms of the having to go through all this process? Yeah. Okay.
29:00
Speaker 2
Okay. So we're now waiting for green light. Yes, so your newer system has the same kind of setup method, you can use five press and setting it up, but they have a different light color when it's online, some of the newer one, if it's online and connected, it's solid white, not green, so they have different lead indicators. All right, so we can now move the next child node. [silence]
29:00
Speaker 1
Yeah, it's blinking blue.
31:00
Speaker 2
All right. And how's the second child note? Is it blinking blue or is it blinking green, red? Okay. Next to that should be blinking red.
31:00
Speaker 1
Okay, blinking red
32:00
Speaker 2
We're now waiting for a solid green. [silence]
32:00
Speaker 1
Okay. Solid green. Okay. One, one, yeah. One thing is my the app, the app shows um the first child node that I connected online but the second one says offline even though it's actually, sorry, it's blue. Yeah, it's, okay, it's green. Yeah, it's green, but it doesn't show on my phone. It says offline.
33:00
Speaker 1
Okay. Well, yeah, when I do that, it still shows the one living room as being offline, even though it shows, green. Let me, let me, well, what let me. Oh, actually, no, it's now showing it's online. It's it's, it's okay.
34:00
Speaker 2
It just reconnected. You may try force-closing the app, then opening it again. And the second challenge should be online. Did you like force close? All right, that's great. So there's some delay because it's just reconnected, but no worries, it should connect after some time. And you can...
34:00
Speaker 1
No, I think that's good. Thank you very much for all your help. Okay. You too. Thank you. Bye-bye. [silence]
35:00
Speaker 2
Now, connect your devices as well, make sure they are online, like your smartphone, that's near to the child node, or a TV, make sure they're connected to the Wi-Fi, and is there anything else that I can assist you with, links, Don? Thank you, and you're most welcome, and by the way, your page support is complete. We've fixed the two child nodes, and this is once again Raquel. Don, thank you so much for your time, and have a wonderful day. Thank you for calling. Bye. Welcome. Bye-bye.
35:00