Speaker 1
[silence] Hi there I'm hoping that you can help me um let me give you a quick background uh I have a business a Russian
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 may be available depending on your issue. 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. Thank you for calling Linksys. This is Abby. How can I help you?
00:00
Speaker 1
We have a point of sale terminal that uses the Wi-Fi from our internet and also all of our order printers are connected through the ethernet ports on a Linksys router. The Linksys router is connected to our internet modem, which is an Optimum modem that's coaxial cable connected to the hardline. Um, for three years we have had this setup, um, the printers plugged into the router without a problem being on the same IP address as the modem and the terminals. We had some construction being done in the space this week that seems to kind of reset everything and I cannot get the printers that are connected through the ethernet ports on the router to be on the same IP address. The only printer that is working right now is wired, um the order printer. And we had a new modem from the internet provider company, um put in this week also.
01:00
Speaker 2
[silence] okay. [silence] to work. [silence]
01:00
Speaker 1
Right now, I have plugged directly into our modem. Anything that's plugged into the Linksys router is showing up as a separate IP address, and it will not connect to our terminals. So I don't... I'm also seeing now when I go to my Wi-Fi networks that I'm looking up, we have our normal Wi-Fi network for our internet, Wi-Fi, which is working. The internet off of the router is working on all the devices. It's the Ethernet, um, ports that are, yeah, they're giving us a separate IP address. I am seeing unknown networks when I open up my Wi-Fi, the Linksys setup network which I don't recall seeing before, but my Ethernet ports are not matching my IP address for everything else. Which is what my problem is. Uh, it's the nine, let me go get there. Let me find which one it is.
02:00
Speaker 2
The router. Mhm. Okay. So what IP range do you need in order for your printers to work? [silence] Which is not [silence] Okay. So what what IP range do you need in order for your printers to work?
02:00
Speaker 1
Oh, that I'm going to read something to you. One second. Mmm. Okay.
03:00
Speaker 2
Yeah, cause it seems what happened there on your Linux circuit, the router got reset to factory defaults. That's why it's showing up a different name. So probably it has, it removed your MAC address or something. It doesn't adjust yours.
03:00
Speaker 1
Oh, and now this one is showing up. We get chimes and you know, and, and so hold on. We need to go to the terminal. Thank you. So, they're the terminal for uh, that we use, we use Clover POS system. If I go to the IP that all of the sales terminals are set up to, it's uh, it's 1 92.168.192. [silence]
04:00
Speaker 2
to settings, so there's a need for us to reconfigure it. 192, point one 68.
04:00
Speaker 1
One point 92. Yes. I believe so because the printer that was plugged directly into the modem was pulling that same IP I think. Let me find all those again. One of them three of them, one is three are - are two are in the router right now and one is in the modom. The two in the router are coming out with the like 10.2
05:00
Speaker 2
192.168.1.92. So, is that the IP address range you need in order for your POS and printers to work? So, right now, the printer is plugged into your modem. And okay. So, one of your printers is connected to the modem.
05:00
Speaker 1
I don't think it's on automatic because I don't think we have static IP. Where's my clothes go? When I just printed this for you now, all of a sudden, it was on a new IP address, which haven't happened today, but let me let me print off of one of the the one of the printers that is connected to a router.
06:00
Speaker 2
and you're getting 192.168.1.92 IP address?
06:00
Speaker 1
yeah uh yes i could have to walk back over there i'm just i was sorry, okay what did you want off of the router The model is MR7350Z, 3303510M.2.8. Okay. The letter A01029. No, C is in Kat. Yes. 3303510 M.2.8. Yeah. Uh, a while. [silence]
07:00
Speaker 2
real number and the model number and the serial number okay let me verify that uh that is three three T for Tom one oh C okay one zero M like Mary 28 a for apple 01529 correct okay how long have you been using this device
08:00
Speaker 1
maybe one and a half to. Eric at ursula.com. No, it's U-R-S-U-L-A ursula.com.
09:00
Speaker 2
okay, let me create a record can i have your name last name seen okay and your email address or Eric okay so that is again eric e i r i c k dot a s f o r s a m at u r s o l a b k dot com uh okay a r s o l a dot com.
09:00
Speaker 1
not no not now uh i don't know why all day it's been connected at that uh ip address but now it's different um the two printers that are connected into the router are both um N's um
10:00
Speaker 2
All right. So, yeah, were you able to... So, right now the printer is connected to the modem and the printer has an IP address of 192.168.1.92. All right, tell me. Thank you. Thank you. Bye. Bye. Thank you.
10:00
Speaker 1
I'm trying to find a level of what just randomly since talking to you this IP address has changed but. I'm going to try printing off of this one that's hard connected and again in just a second. So our terminals where we take all of our orders where everything's filtered through that sends it up to the printers. That is connected to the IP address that's the 192 and then the printers are supposed to be in that same like category cluster of numbers. And bottom. We didn't find another that's been assigned. number of the ones plugged into the modem again.
11:00
Speaker 2
yes, and while while you're also checking that, sir, let me just set your expectation here, Eric, that your router MR-7350 is already, it shows in our system, based on the, uh, based on the serial number. Um, your, your router is already out of warranty. Okay. The warranty is actually good for one year from date of purchase. Now, for out of warranty devices, it means it's no longer covered for free technical support. Okay. However, we can give you options, right? We have two options for that. It's either you go for our website, which is support.linksys.com. Okay. You will find their articles and how to be able to resolve this issue. You can. Yeah, with regard to this concern, maybe the, uh,
12:00
Speaker 1
It's El Chance from Coffee Moms. I don't know what else. What what else how to describe it to you. I don't know what information you're looking for. It says Elteez.
13:00
Speaker 2
The router's just not communicating properly. That's why your printers are no longer getting the correct IP address, okay? Probably there's an IP address conflict. So, uh, I don't know, um, the, uh, IP address that you're getting from your modem. Is your modem a gateway?.Is it a modem router? Okay. So it's from optimum. Okay. Do you, do you happen to know the model number? Do you have any, that is, does it say optimum on the, uh, the box itself?
13:00
Speaker 1
It says El-Tice. A-L-T-I-C-E. A-L-T-I-C-E.
14:00
Speaker 2
Come again. ([silence]) Okay. ([silence]) Yeah. ([silence]) I think this is a modem-router combo. Yeah, it's a gateway. ([silence]) It just means that this uh this is not just a plain modem. Sorry Eric. It's a modem-router, so it's a combination of modem/ router. So, there's a possibility that there's an IP address conflict.
14:00
Speaker 1
I, I tried going through that it wasn't very helpful. Okay. can we do that? Yes, I just I'd rather try to do this over the phone.
15:00
Speaker 2
verify we have to verify the settings, have your router. So again, um, yeah, the first option is our support, site which is support.Linksys.com. Okay. You can also take advantage of our AI tool at the bottom right. So that's where you find, uh, our AI. Um, that is via support.Linksys.com. So, Oh, I see. Okay. Well, the second option, sir, Eric is our paid connect service and that will cost you $50. It's just a one-time fee and, uh, it will last for 60 minutes of troubleshooting. [silence] Okay, so you wanted to avail for the, uh, paid connect service. [silence]
15:00
Speaker 1
not much anyways. I was, it was, it was useful. or a dynamic IPI pay for a static IP. come on on the terminal
16:00
Speaker 2
Okay. All right. So, again, um yeah all all of your devices, uh the printers and the POS are set to automatic IP, not static, right? Just wanna just wanna verify. Uh, well, um we don't have to set up uh we don't have to pay for static IP address unless, um you do it on the uh on your router. Uh I mean if you have static uh IP address on your modem, router, something like that, well, uh that would be there will be a charge for that. But if you're going to set up static IP on the device itself, then um no need to there's no charge for that, sir. If you go to your printer settings, do you uh do you know how to navigate to your network settings on your printer?
16:00
Speaker 1
The Star Micronics printers, uh, what information are you asking for? Uh, let me look. [silence] [silence]
17:00
Speaker 2
Yeah if you go to network, do you see their IP setting or is it set to auto? Can you check if it's set to auto or static? ? Yeah.
17:00
Speaker 1
just Now, it might it's a clover terminal. yeah. [silence]
18:00
Speaker 2
[silence] What's the brand of the printer or the terminal? Clover.
18:00
Speaker 1
Yeah, I can look at the IP address. It doesn't, it just doesn't tell me if it's automatic for anything. I go to diagnose to, details, it shows me the IP and the external IP. It just doesn't tell me anything about whether or not it's automatic. On this page, no, there's nothing else.
19:00
Speaker 2
yeah, if you go to the uh settings and then you go to network and then you view the uh IP address, oh yeah, so you can go ahead and just tap on advanced, yes, that's it right there, see under advanced you can see an option for IP, so if you wanted to you could change that to static IP or disable DHCP or if you're running like a software defined networking where you need to pick a particular address for a specific machine so you could reduce the DHCP range here, too, so it all depends on what you want to do.
19:00
Speaker 1
now let me see you can see that means for our network and years now. automatic, it says private dns automatic. select private dns off. yeah. [ silence] yeah the internet's working. yeah, the wi-fi works on whoever wants to connect to it. but you're saying that my modem is a router also, so that might,
20:00
Speaker 2
Okay, so it says automatic. Okay. Alright. Okay, your internet works right now, correct? Using the... Okay. Alright.
20:00
Speaker 1
I'm going to check what I've got here in it. This Linksys router might not be working. [silence] No, I'm on my original network, but I'm also seeing the Linksys setup network. Everything's connected to the original network. [silence] Yeah, the Linksys setup network.
21:00
Speaker 2
Well, we need to make sure, I mean, you you said that you're you're able to connect wirelessly and the wireless is working. Okay. Well probably, um, and you, you, you also mentioned earlier that you're not seeing your, your original network. It was set to a different network. Maybe the router is is. Okay. So you're seeing your old network, you're also seeing the uh, the Linksys network. Okay, well I'm really not too sure about that, sir Eric, because maybe, yeah, again, uh, maybe there was really something with the settings of your link. [silence] So the only way for us to verify that is to access your router., All right. So, while we need to do you have any computer available. Yes. Okay. Um, I would be able to walk you through the process. Okay. For that. Okay. Uh, we'll need to make sure that the uh, the this this Lynx system router is configured properly with your optimum. Okay. And with regard to the uh to the connection of your POS and the printers, um yeah, we have limited support for that since we're not technically trained. So I may not be able to walk you through the process. Okay. But I, we we need to make sure first that the uh the Lynxis Router work properly, works properly, and it's configured properly. Okay. Uh, as well as with the wireless connection. So so Eric, um.
21:00
Speaker 1
Wait, there. Wasn't I getting [REDACTED_PAYMENT_DIGITS] minutes worth of technical support? Okay. that I'm pointed out. It's going to be an American Express but I need to pull up my number. Hold on.
23:00
Speaker 2
Yeah will you go for the paid connect service again? Yes it's gonna be an hour yes for troubleshooting and this service by the way is nonrefundable all right so yeah So let me just process that I'm going to stop the recording please get ready of your credit card information so for your security let me stop the recording okay All right sir what type of credit card are we going to use?
23:00
Speaker 1
Eric C. it's my name. DRIC the last name is S-E uh, give me a second. I'm trying to look it up uh, S-E-E-E-S as in Sam. Edward Edward.
24:00
Speaker 2
Okay, and what is the name that appears in a card? Okay, and F E E. Yes, and a card number? Again, last name is spelled as S C E or F. Okay. Oh, hi.
24:00
Speaker 1
0 8 8 0 0 7 0 6 0 8 5 4 7 1 1 0 2 9 1 0 0 9 5.
25:00
Speaker 2
Okay, and the expiration [silence] and the security code. Okay, so let me process this. By the way, sir, a copy of the receipt will be sent to your email, okay? So the, that is again Eric.Sam@ Ursula BK.com.
25:00
Speaker 1
someone any printers that are in the Ethernet for just
26:00
Speaker 2
Okay. All right. So, uh, yeah, I just successfully charge, you're successfully charged by the amount of $15. So, let me just resume the recording so we can start with our troubleshooting. Here we go. Okay. All right, sir. Let me verify first your your connections there. Okay. So, you have the optimum connected to the internet port of this link sys, correct? That is the yellow port at the back. Okay. And uh, what are the devices currently connected to the link sys? Okay. All right.
26:00
Speaker 1
Yeah, I'm here. Well, it's connected wirelessly or whatever my network is here. Yeah, I'm waiting. [silence]
27:00
Speaker 2
Can we go to your computer, sir, please? And, that computer is connected wirelessly to the to the LinkSys router? Okay, can we open up a browser, please? Okay, now, the address bar type in, http://my router.local. Then, press enter. [silence]
27:00
Speaker 1
It's just stuck. I think this is what I tried when I was doing the AI or the internet, the webpage troubleshooting. It's just not loading anything. Yeah. [ silence ] Uh, no, it's a MacBook. When I do that, when I put that IP address or that web address in, it takes me to the optimum webpage from my network.
28:00
Speaker 2
what happened? it's not loading. okay let's try http colon slash 192.168.1.1 ok by the way before we'll proceed to that let me just check the IP address of the computer. is your computer running on windows operating system is it windows 10, windows 11? it's a MacBook. okay. [silence]
28:00
Speaker 1
If there is silence or no speech, output only: [silence] It says we're having trouble accessing your router settings. Yeah. [silence] Yeah just then. [silence] Uh this computer doesn't have an ethernet port.
29:00
Speaker 2
Oh, okay. I see. Okay. All right. It seems that, yeah, there's really a an IP address conflict here. Um, yeah, this router should automatically change its IP address cause uh this is an intelligent router. But anyways, okay. Uh, can we disconnect your, um, can we disconnect the the modem from the Linksys? For the meantime, okay? Disconnect the cable from the internet port. Okay? And are we able to connect this computer straight to the Linksys with an ethernet cable? Do you have an extra ethernet cable?
29:00
Speaker 1
It's a Mac for care. Uh yes, it's still showing up as its own network. And I'm, I'm on the internet, but it's, yeah, I'm on the internet, but off of the modem, it seems. Uh, so you want me to try to connect to the Linksys network? It's currently I'm I'm on. Yes. But you told me that my No, I I have optimum. It says Ursula BK as our network name.
30:00
Speaker 2
Oh, I see. Okay. Okay, that's fine. Um, we're we're still wirelessly connected to the network, right? Okay.Okay. Can we try that again? No? No, okay.
30:00
Speaker 1
Yeah, correct. That's what it appears to be. Is that the internet was not working as a source of the router, the Linksys router, but actually as a source of the gateway router. So this full time that the Linksys internet cable was plugged into the optimum combo. Maybe it actually wasn't working. So there is a, I'm on the internet wirelessly on my network on my home network. There's also a known network that says Linksys set up 754. Yeah, you want, do you want me to sign into this network, the Linksys network?
31:00
Speaker 2
So if it seems that you're connected wirelessly to their network, not to the Linksys. Yeah, okay. Okay, try to look at the bottom of your link. Yes, select LinkSys, please. It's going to ask for the password. So the password is actually underneath the
31:00
Speaker 1
Yeah, I see it. I think I already put it in earlier, so it's on there now. It's connected to this allegedly. I have both. Okay, I'm on Chrome. [silence]
32:00
Speaker 2
all right. Ubiquiti routers. So, so just type it okay, so we're connected now to Linksys. All right. Can we open up ugh, Google Chrome. I mean, do you have Google Chrome or you have Safari? okay, can we use Google Chrome instead? okay. Yes. Okay. Kindly go to http://myrouter.local.
32:00
Speaker 1
[KEEP_UNCERTAIN] Okay, I am at a download the Linksys app. [silence] Uh, it's still waiting. Okay, yes. So it says internet connection is down access mill up rooter password. Okay, it's got a man, I'm on a menu, [silence]
33:00
Speaker 2
Okay, click on the, click on the two phones. The image, click on it. [silence] Is it asking for, uh, password? When you click on the two phone. [silence] Okay, it's asking for a router password. Can we type in "admin", all lowercase? Because by default, it's admin.
33:00
Speaker 1
the two printers that are connected to it. [silence] Okay, it's done.
34:00
Speaker 2
okay. can we go to connectivity? click on connectivity and do you see their local network? okay. what is the IP address? okay. can we connect the uh optimum modem back to the linksys to the internet fort? okay. the IP address again on the
34:00
Speaker 1
That's ten, point, one, four, two, point, one, point, one. Is the light on the back of the Lenksus? Yo- yeah, it's the orange is blinking, the green is solid.
35:00
Speaker 2
the router is 10.10.10.1. Okay. 10.142.1.1. Okay. All right. So do you have the uh the modem connected to the Lynksus? Alright. Hold on. and can you see the lights at the back on the internet Did you um yes. On the internet port. Okay. All right. Can we go back to the uh to the router page?
35:00
Speaker 1
The main page of settings yeah do you want me to go back to connection, go to connectivity okay okay quick report, oh, I see this. Okay 1.1.1.7.20 9,317
36:00
Speaker 2
yes uh to the to that Linksys smart Wi-Fi page do you still have it open on your computer? connectivity okay just just click okay just get out from that screen to interconnectivity no no no just to get out from connectivity just close that connectivity screen and back to the main page now go to troubleshooting and then click report yes what's the firmware version
36:00
Speaker 1
[silence] Yep. Yes. Yes. Yep. [silence] Two four point four five point 211 point 27.
37:00
Speaker 2
[KEEP_UNCERTAIN] Okay, can you please scroll down? Try to scroll down at the bottom and look for ports. Okay, do you have an X mark under Internet? 1 GBPS. Do you see X mark there? Okay, you have an X mark. Okay. Then try to scroll up. scroll up. Okay. And look for Internet connection IPv4. Do you see an Internet address there? Can I have it, please? Okay. Now try to open another window and...
37:00
Speaker 1
This is an intense workout. Go for the next one. So I go nine, eight, seven, six, five, four, three, two, and one. Two sets to get some momentum. Nice job, guys.
38:00
Speaker 2
Okay, you're online. Okay. Now back to the Linksys smart Wi-Fi page. Okay. Are you still under troubleshooting? Are you on the main page? All right, now, down at the bottom. Okay, kindly look for CA. It's at the bottom right. Just look for the blue printed, um. Okay. Click on CA and click on Wi-Fi settings. Okay. Are we on Wi-Fi settings? All right. Now.
38:00
Speaker 1
Yes. [silence] On either, on both of them? I don't remember it being different. No, but uh, should I have a different for the pr for the sake of the printers?
39:00
Speaker 2
you see there the two point four band a five gigahertz band, right? there are two five gigahertz actually. So you may change the name, sir, to your original settings. Okay? because I believe yes on both of them. did you set up a different name for your for your linksys network? Okay, um they're they're connected with an Ethernet cable so that really that that won't get affected. it's with your wireless devices. We uh-huh sometimes suggest a customer to separate the names because other wireless devices may not be able to support 5 gigahertz band and they're they can only connect to the two point four.
39:00
Speaker 1
Sir. Can I do the same for Ursula BK? I mean, sorry, for five. Yeah, here's what I did. I did Urs I did Ursula BK on the optimum one. It's Ursula BK 2.4, Ursula BK 5.0. And then I press apply.
40:00
Speaker 2
So we suggest to separate the names, but you can use the same Wi-Fi password. For all bands. So for the name, you can actually put in your name and then just put 2.4 at the end. Just put the numbers at the end. Yes. Just please do not set up the same name because you have actually a wireless uh network for the for the uh optimum router. So make sure it's a different name. Yeah. Okay. All right.
40:00
Speaker 1
Yeah I did. Okay. Okay right now it's applying the changes. Okay right now it's applying the changes.
41:00
Speaker 2
[KEEP_UNCERTAIN] Yeah, um, kindly change the Wi-Fi password too. You can set up your own Wi-Fi password. Okay. All right, just click apply. You may also take a picture of the setting so you will have a copy. Okay. Okay. Okay. Yes. Your computer might get disconnected since it's wirelessly connected. So you might, you may need to reconnect to the new network.
41:00
Speaker 1
says router not found you're not connected via router. Yes. Try to sign into one of those. Okay. And then I'm back at the main Linksys page.
42:00
Speaker 2
Okay, go to your Wi-Fi icon first on your iMac and check if you see the new network. Okay, then kindly connect. Okay. Now, since the router is already configured.
42:00
Speaker 1
Yeah, I think what I, what I may have to do is now change the, the terminal is now going to need to be, uh on the, the same network, right? [music sound playback] Okay, hold on. [music sound playback] [silence] I'm
43:00
Speaker 2
Please check your printers.
43:00
Speaker 1
I am on that current. I have a terminal that's now on that network, so let me so my printer was online I wanted to try to do a test print and then and then it took it off offline it went offline
44:00
Speaker 2
This video is for entertainment purposes only.[silence] Okay, yes, that would be...[silence] Okay... Okay. [silence]
47:00
Speaker 1
You know, it's just. not this one. No, mine's almost empty, but I was going to-this case fell in the water. Oh, sorry, I think something to the stop here. Uh, okay, let me try.
48:00
Speaker 2
I'm sorry, you were saying something, sir? [silence] Oh, OK. Sorry. [silence]
48:00
Speaker 1
Okay, I've got two of them online. So, hopefully... sorry. Uh, two of them are online so hopefully I can go plug the other one in and it was a matter of the uh router being reset and disconnected. Okay. So as long as I connect these, I think so. I'm gonna have to, I'm gonna try reconnecting everything, but it feels like that may have.
49:00
Speaker 2
[silence] yes sir so what we actually did was we reconfigured it uh we also personalized the wireless settings okay yeah for so is everything okay now
49:00
Speaker 1
Yeah, I think as long as, yeah, I think so. Well, it's printing right now. I need to go back through and try and reconnect all the computers and everything and make sure that they're all going to be online. Okay, uh, I think that's it for right now. Thank you for your help. You too. Bye bye.
50:00
Speaker 2
okay, all right yeah, but you're able to to print now? All right, all right, all right. Okay. Yes, all you have to do is just to put in the password um connect to as long as it shows the network, you should be able to do that. Um it should show up the uh the two networks. Uh you can either connect to the 2.4 gigahertz to 5 gigahertz, okay? So and then just put in the password and you should be able to uh you should you should be good to go. Okay? All right. Okay. Well, I thank you. Thank you for your time and your patience, Eric. This is Epi from Linksys. Thank you again for calling. Have a great night. Take care. Bye. Hello Eric. Hello sir Eric. Hello.
50:00