Speaker 1
I'm so tired of all these issues on this again disconnected my main node I have done proper reset and everything and nothing's working again and I can't get I can't can't get this back up and running okay
00:00
Speaker 2
Welcome to LinCalice 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.Linksys.com for more information about your product. Thank you for calling. This is This is L. How can I help? So what's it. Okay, let me just try to pull up any records here on files there for a while, okay? Thank you so much. [silence], [silence], [silence], [silence], [silence], [silence], [silence], [silence], [silence], [silence].
00:00
Speaker 1
Christopher Clinton. C-L-I-N and then the email is S S J C A B Chris at gmail.com. Yes. I have one main node that's connected to my router. Yes. Yes. Yes.
01:00
Speaker 2
All right. Um, can you confirm first you, the first name and last name, and then the email that's on the account. Thank you so much, sir. And this is still your best call back number in case the call gets disconnected, right? The one that ends in seven 9 0, uh sorry, 9 8 9 0? Okay, thank you so much. So domain no, sir, you only have one, right? Okay. And your Internet service provider is Frontier, correct? [silence]
01:00
Speaker 1
solid red. Yeah, about 10 minutes ago. And I tried doing I've tried going on doing the incognito window method and I can't even get past the the whole incognito website because this keeps timing out. So I can't even do anything on that. I've done the power cycle of turning it off and unplugging it for 30 seconds. And nothing, nothing's working.
02:00
Speaker 2
okay g and what's the led lights? Series of the main node? Solid red? Okay. So it just turns solid red suddenly see or. Okay. Have you tried to help opos cycle, sir?
02:00
Speaker 1
Yeah. Like what [silence] pretty about almost two months ago? Yeah, this is too frequent. This is [silence] ridiculous. I have my brother. The route. The route of router. The Frontier modem. And the router is a zero. Which is plugged into the modem.
03:00
Speaker 2
All right. Let me just double check there before we proceed with any further troubleshooting, since I believe you've already done troubleshooting with the previous representative before, right? 2 minutes, okay. Do you have, sir, a Wi-Fi built-in with your router from Frontier?
03:00
Speaker 1
I have child ones, but I just need help with the main one, because y'all are not gonna be able to help me with the child ones. It's out of, it's an older model. Top my head, I don't know, cuz they're upstairs and I'm not upstairs. But I know, I know it's out of the, the um the warranty cycle, so But the main node is still good.
04:00
Speaker 2
Okay, let me just double check something here sir for the uh how many links do you have just one, right? Or you also have child nodes? What's the model sir, of the child one? Okay. [silence]
04:00
Speaker 1
yep, i my euros up it's always up and running it's just the node. okay.
05:00
Speaker 2
[silence] Hello Sir. [silence] Isert, I say, thank you so much for patiently waiting on the line. So, for this one, Sir, since the parent node is solid red, what we can try, Sir, is to reset the parent node which is the MX 55. And then if have you tried to consider, Sir, setting it as a bridge mode since you have an error router? [silence]
10:00
Speaker 1
in a what mode? Breach mode? Okay. So there's one router and then there's the parent. No, I don't... okay. I'm not sure where you're getting this second router from.
11:00
Speaker 2
bridge mode, sir. For the MX 5,500. Yes, sir, because you have two routers. So, as for your two routers, since you have what we can do is to make the MX 5,500 a bridge mode, so it will only get internet connection coming from your Euro router. So, you have modem, one router, and then a bridge router. So it because if it keeps turning like solid red, probably there's a conflict between two networks.
11:00
Speaker 1
Yeah. I tried the power cycle. I tried the five reset within five second method. I tried just about everything. And I tried doing the incognito breaching on Google Chrome and that doesn't work either because it's not letting me get through anything. Yes, I that was the first thing I did. Okay. Well, first I turned it off and unplugged it for the 30 sec. That's the that's the first thing that I did. And then once that 30 sec time was up, plugged it back in. It was still solid red. And then after that's after after after doing that method, that's when I did the five press 5 sec method afterwards.
12:00
Speaker 2
the front button, besides the bottom, so we're going to click and hold, until it's solid. See if yours is solid as well. Now, let go of it, we're still blue. Okay. And we can try this once more. Let's click it for a little bit longer, maybe five or so seconds. No. Solid red. Okay, alright. Everything that we're trying to do now, is not working. So depending on the results of that measure, we'll need to replace the main Hub to get the light working. But for now we need to perform the Face Press, for the physical therapist, so they could be assisted in their sessions.
12:00
Speaker 1
Okay, I'm doing that now. What light am I looking for? I'm holding it down because right now it's solid blue, but I still have to press down. Okay. All right. All right, now it's all red again. Okay.
13:00
Speaker 2
Okay- [silence] If you-can you let go? [silence] if it's already solid blue. [silence] Let's give it some time today. Let me set a timer for [silence] [silence] 60 seconds. [silence]
13:00
Speaker 1
It's just a zero. It is plugged into the modem. [silence]
14:00
Speaker 2
are you using say like a plain modem from frontier before the ear or router or just the ear? [silence] And the sorcer of your era where is it connected? like is it connected from an ethernet wall jack
14:00
Speaker 1
Yep. I can't even. So I can't even get on the app because it says no connection. Let's see. No.
15:00
Speaker 2
[silence] How's the LED lights of the main node? Is it still solid red? What wi- fi- wi-name can you see, sir, on the Linksys? Can do you see the um but only the uh um is it the develop- spy- develop setup, poor- desirable- network name?
15:00
Speaker 1
I'm gonna something but I mean, there's nothing for me to, there's nothing here that requires it. I can press everything just fine. All right, I'm gonna do it. Pressing it down again.
16:00
Speaker 2
Do you have, sir, a push pen or a paper clip that we can use? Yeah, but let's just try, sir, to use, sir, at least a paper clip for the resetting, sir. Yes, sir, press and hold the reset button, but I need you to observe the LED after you, um, once you start holding the reset button.
16:00
Speaker 1
1. 2, blank, three times. blank, four times. 5. 6. and now there's no light. i'm still holding it down. i'm not getting any light. oh. there's blue, okay, let go. all right, now it's slow blinking blue.
17:00
Speaker 2
The LED light should blink red three times, and then the light should turn off. Once it's off, wait for it to turn to solid blue before you let go. Okay. all right, let's go, sir. Okay. All right, let's give it time, sir, to... [silence] Much lover, let me know if it's solid purple or, like, pink red.
17:00
Speaker 1
Oh it's still blinking uh oh I got solid purple now. Right. I want to do that, I want to do that in 3, 2, 1, all right, that's five. All right, so right now it is on a white color, but it's pretty much resetting. [silence]
19:00
Speaker 2
A minimum amount of speed the interval is one press per one second okay okay let's give it two to three minutes let's see what's gonna be the color led light after
20:00
Speaker 1
Okay. Looks like solid blue. Yep, I see Vellop Setup 169. T
21:00
Speaker 2
solid blue okay can you check sir if you can see the wifi name vellupset up 169 okay i need you to connect to that one sir
21:00
Speaker 1
oh now it is solid red it says Internet may not be available connect this time always connect or disconnect so let's not connect to it right now that's connected without Internet mm-hmm yes, I have a name it's it's I mean, yeah, I have a name for it why
22:00
Speaker 2
Let's give it like 30 seconds. Okay. Is it solid dreds, Stedilsen? Do you have like a wireless name for your internet router? Okay, I just like.
22:00
Speaker 1
The what? Yep. I wanna reset to zero. So let me turn the note off first.
23:00
Speaker 2
I don't know Sir if the SSID is enabled on that one. Still solid, still solid, red solid, red Sir, right? Do you mean the Ya main node? Still solid, solid, red. Okay. Is it possible for us to power cycle the Airo and then the Linksys? And not reset the Airo Sir, just power cycle it, like turn it off for like 60 seconds? Turn off also the Linksys parent node.
23:00
Speaker 1
Hang on. Hang on. Turn that off and then, yeah, resetting the euro. There's no switch on it. I got to unplug the power.
24:00
Speaker 2
Okay, just unplug the power surf for 60 seconds. [silence]
24:00
Speaker 1
All right, let me plug it back in. All right. Reboot.
25:00
Speaker 2
All right, you can turn on, also, the Eero. And then, once you think, yes, sir, once you think that the Eero is stable, you can turn back on the Linsisez.
25:00
Speaker 1
Okay, you're over back online. I've turned the parent node back on. [silence] Okay, you're over back online. I've turned the parent node back on. All right. Okay, showing up on the wi-fi. It's still not solid yet, it's blinking blue.
26:00
Speaker 2
what's the LED lights here of the main node? OK .
28:00
Speaker 1
okay now it's solid red okay so now now it's solid blue but on my phone on their Wi-Fi develop setup 169 says unknown error the internet is unavailable let me close and reopen okay maybe it's still yes still says that [silence] yeah i have the computer right here that i was trying to do the whole incognito method and i can't get through anywhere
29:00
Speaker 2
are you using say computer? or phone are you using say you computer right so yeah let's still try to use a
29:00
Speaker 1
No, it's connecting to my Euro. All right, let me do that. Okay, I'm connected. One second. Incognito. Yeah, the IP address, that's how I get through it. So now it says, Linksys, so I'm getting warning. Bla bla bla bla bla. Scroll down to...
30:00
Speaker 2
you're connected via Wi. Fi. to develop setup? Okay. Can we disconnect that once it to your ear and then connect it to develop setup? and then fill it go search with incognito and then my router. that local on the address bar.
30:00
Speaker 1
Continue. Advanced. Proceed. All right. Click the picture. Now I'm on the Lenksessmartwifi. Now I'm at the access router. Incorrect. Oh, wait. We've updated our past requirements to be more secure. Please create a new one. Okay. Create a new admin password. Do I need to use the password that's on the parent node or just make something up?
31:00
Speaker 2
Okay. For access routers, Sir, can you try admin all lowercase? Okay. You have to make sure Transcribe this audio
31:00
Speaker 1
can't have the same character twice oh that's no can't no no all right reset oh add a special character okay waiting admin password successfully reset okay so troubleshooting or wi-fi settings uh yes admin okay we should have support for Wi-Fi down down here network there we go over here
32:00
Speaker 2
Okay. Um, go first, uh, to network status, you have a box there that lated, that's network status. What can you see there? [silence]
32:00
Speaker 1
Device is connected to router as connected okay, okay, okay. Yeah, heads yep, okay, yeah, ATD yep.
33:00
Speaker 2
[silence] It says connected, okay. So let's go sir to connectivity first. I need to disable something from that. So umm connectivity and then go to internet settings. [silence] All right and then under internet settings sir you have IPv4 and then IPv6. I need you to select the IPv6 and then set umm and then tap on edit. So under umm under connection type sir it's labeled as automatic and then IPv6 automatic you have a box there that has a check mark.
33:00
Speaker 1
Yeah, it says enabled, yeah. Okay. It's applying changes to your router. It's applying changes. It's actually performing a, to cut off the device's temporary connectivity. Okay. Please wait until it's completed. All right. That's completed. Okay, troubleshooting. Let's see. Status report. Okay. Yep.
34:00
Speaker 2
four enabled. Okay. I need you to uncheck that one sir, and then hit apply. [silence] Okay. and then go back sir to um go to troubleshooting. [silence] and then status and report. and then go to network connection IPv four.
34:00
Speaker 1
192.168.4.31 [silence] Yes. [silence] Set it to the original. [silence] Yeah, that was my change in name. It should automatically get everything else re-connected. [silence] Okay. [silence] And I got to change the Wi-Fi password back to the original. [silence] Right. Yeah, that's the exact one I'm doing. So it should automatically readjust them.
35:00
Speaker 2
And then Internet address, sir. What's the Internet address you can see there? .4.31.192.168.4.31. Okay, thank you so much. So, you can go now sir to the Wi-Fi settings and then you can rename the Wi-Fi that you have. You can change it to your preferred Wi-Fi name, yes. Yes. Um, it should, um, you should change sir the Wi-Fi name and the Wi-Fi password back to the original one that you've been using for your devices. Yes. Hmm. Okay. You will be disconnected Sir, or your computer will be disconnected but you just need to reconnect back. Okay. And then we actually really need you, sir, to observe the connection within 24 to 48 hours. If it's still gonna be the same, that the parent node will just suddenly turn solid red and then no internet connection. We might as well really consider doing the MX55 as a bridge mode because if it's still like going back to solid red, so possible is that since you have an Aero router, there's actually really like a conflict between the two networks since you have two routers. So we might as well try the bridge mode for the MX5500. So, but you can still use the same Wi-Fi name, same Wi-Fi password, so most of the devices will connect to the MX55 is just that we will have to disable the routing functions of the MX5500. So it won't conflict so much on the Aura. But that's in that's
35:00
Speaker 1
Yeah, so a couple of days, so wait till like Wednesday or Thursday. And this is this is good. it's still going it's still not complete here on my end yet. So this is from this. That has just taken a lot longer than the last time.
38:00
Speaker 2
in case it will just turn back to solid red, but as for now, let's give it like 24, 48 hours observation, okay? Now more likely, yes. But if the issue, but if the issue persists within 24 hours or 48 hours, you can just give us a callback right away. I'll put proper documentation on what would be the next possible troubleshooting if the if the issue still happens. Okay.
38:00
Speaker 1
Geez, why does it take so long? Oh, it automatically connected me to my Euro network. So, let's reconnect to the node with Yeah, they had two different names. Let's reconnect to the parent node and automatically connected. We're good. Okay, there we go. It's finally done. Hit okay. Okay, let me check my phone. And all I should have to do
39:00
Speaker 2
Okay, just reconnect sure. You have a, you have a different wifi name for your Hero and for your MX 325.
39:00
Speaker 1
just hit them oh oh wait wait no that's good that's good parent Emily they'll re-enter the password again some reason uh-huh didn't have to do that [ silence ] okay so I'm able to connect to my phone I'm gonna go check on the child node make sure that that automatically picked up on it so they should automatically be back to the blue light [ silence ] or green blue or green. [ silence ] it shows it is not connected. Because it's a product. It's a process to get that for. All right. So let me do 30 seconds on this. Turn it back on. That's what I had to do was turn it back on. Got that a couple minutes, if I can find which one too.
40:00
Speaker 2
yeah, we can try that one. we can, yeah.
42:00
Speaker 1
Okay. And now with that gone. It looks like it's still being adjusting. Yeah, still adjusting. Okay. I'll give that a couple minutes.
43:00
Speaker 2
Is it still blinking red shirt? Okay, I think we really need to have it placed near the parent node there and then do the reset. We'll just read them back to the network.
45:00
Speaker 1
Thank you. [silence] Thank you. [silence] Okay. All right.
46:00
Speaker 2
Right, okay. Once they're back, sir, to blinking red, press and hold the reset button of each child node one at a time. You can start whatever, right? How about one and two? Three, four, five, six. Seven, eight, nine, all the way up to 46 and 47, okay?
48:00
Speaker 1
the five the five pressure OK that one first wait for these to get stable first OK All right blinking red
49:00
Speaker 2
you'd like to start first. And then do the same process as how we reset earlier the parent node where the light blinks. Uh not yet, sir. Press and hold it for 30 seconds, each child node. Yes, that one first.
49:00
Speaker 1
start from there. Okay. One, two, three, four, five, six. Went off and. Still off. All right, there's blue. Okay, let go. Yeah, the other, the other child one's still. Okay, there we go. There it is. All right, now do the same thing. One, two, three.
50:00
Speaker 2
Yes, sir. Press and hold the reset button for 30 seconds. Same thing. Um it will blink red and then the light will turn off. Wait for it to turn blue then let go. Okay, and then give it some time then wait for the other, um you can do the other node sir, the other child node.
50:00
Speaker 1
four five six it's off and we okay there we go all right now they're both reset yeah they think it it is where our yes yes it is yes that's it
51:00
Speaker 2
Okay. And then what's the model number, sir, of this child node? Is it WH WHW03? Okay. So for this one, let's wait for it to turn to solid red.
51:00
Speaker 1
Okay. Got solid red on the first one. Yeah, I'm in the app. Okay, so I got solid red on the first one. Is this after that one? That's where I do the five press one. Oh, solid red on the second one. Oh, on the main one? Oh, [silence] I see. Okay, so I got solid red on the first one. Is this after that one? That's where I do the five-press one. Oh, it's all the red on the second one. [silence] Oh, on the main one? [silence] Oh.
52:00
Speaker 2
[silence] then uh by the way sir, were you able to log in back to the Linksys app? You have the Linksys app, right? Okay. Okay. Yeah, do the five pressure on the MX 5500. So, same thing, one press per, yes, it should be on the parent node, sir. So, the parent node will look for the child node.
52:00
Speaker 1
Okay, so we're doing the bypass method on the main node. Okay. Okay, one, two, three, four, five. Okay. Now it's doing it's search and it. It's sitting at solid blue on the parent node. Now the child nodes are blinking red. So I guess they're being picked up. Okay. So let that do its thing then.
53:00
Speaker 2
yes, they're trying to reconnect so it will take four to six minutes per child nodes so if you need to do something else while we're waiting you can take your time okay [silence]
54:00
Speaker 1
I got connected first before the first one, I got a solid green. Oh, now, okay, yeah, they're both, they're both solid green. Oh yeah, there it goes. yeah. First one blinked red, went green again. Second one, staying red. Give it a couple more minutes. Oh, there it goes. It's green again. Okay. [silence]
56:00
Speaker 2
Okay. Okay. Give them at least two minutes or to make sure that they're they establish a good yeah before you move them. Okay. So I'll just set the timer for two minutes. Okay? All right. I'll let you know if it's two minutes.
56:00
Speaker 1
Yep, they're still all green. All right. OK. Yep, there's a dirt tunnel, but that's on the different part of the building, which is the last.
58:00
Speaker 2
it's ready two minutes is it is it still solid red okay solid green okay sir so you can unplug so each child node and then you can bring them back to their original location
58:00
Speaker 1
I'm not gonna mess with it right now. Well, repair node, the main node, is still a solid blue, so I think that's pretty much it. Let me go take the towel off back and make sure that's there. Okay, so the first one. [silence] back again with the other one. Okay, I'm going to wait for that one. Okay. Okay, let's wait for the first one. First one is solid red. Let's wait just a minute. Oh, it's blinking again. There we go. Now it's solid green. I think that one is readjusting. Second one is readjusting. Okay, so the first child one, I think is settled. Let's wait for the other one. There's the red and that's gonna go green a little bit. it just turned solid green on the second one. The first one is still good. The second one is, okay, second one has settled in. Yeah, those are done. All righty. go ahead and send me the email please. Okay. So just to make sure, can you verify the email you'll be sending it to?
59:00
Speaker 2
solid green now, sir, right? alright so okay so give them like 24 to 48 hr, sir as what we have discussed. Um if the issue persist, give us a call back so we can um can try to consider doing a bridge modem, okay? for that node. alright. and then, yeah, you can I'll send to you the email, sir, for the case number or do you already have the case number for this call? okay so I'll send to you, sir, the case number via email. So um after this phone call and then you can use that case number in case you give us a call back, okay? anything else, sir?
64:00
Speaker 1
That's correct. Uh, hopefully that'll be it. Well, you too. Bye. Bye.
65:00
Speaker 2
Yeah, the e-mail that we have here, sir, on file is that's s s-j c a never mind, never mind DCH or Is at gmail. com. [silence] Okay, all right. So, yes, anything else for today? [silence] Okay. And then, yeah, you can just give us a call anytime. You have a great day now, sir. Okay, you take care. Thank you for, bye bye, sir. [silence]
65:00