Speaker 1
No, I've called before. My name's Gilbert Lubin. I'm a paying customer. I purchased the Linksys Velop Pro 6 E node system.
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 one now. For out of warranty products paid support, 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. Hello, making for calling Linksys, this is your first time calling.
00:00
Speaker 1
I beg your pardon. I have three nodes, confirm what, man? Starlink. I'm getting some equipment installed in my home office. Uh first thing I'd like to do is request assistance to update to the latest firmware. And the second thing I'm asking, if you could please help me disable SIP ALG.
01:00
Speaker 2
okay how many links this a MX 6, 200 how many links system device you have okay three notes please confirm is the Internet provider who is your Internet service provider okay starting and what do you need the help with your links is division disable SIP okay all right so the
01:00
Speaker 1
help me with that. Yes, I do have it on my phone. Do you want me to go on the phone? Okay. Okay. Let me go ahead and do that. It'll be just a moment, please. I'm going to click manage my Wi-Fi. And I thank you for your help. I appreciate it. I'm putting in my email right now. I'm going to enter my password. It'll be just a moment. It's been a while since I've done this.
02:00
Speaker 2
Of course. Yeah, do you open your LinkedIn app? If you can open it, that's better. Please, go ahead. You're welcome.
02:00
Speaker 1
logging in it looks like your email and password don't match try again okay I'm going to try again I'm going to try again sorry I'm going to try again okay looks like your email and password don't match try again or reset my password okay um I don't know why I'm having this difficulty. So let me try resetting it. Is that okay? I I'm not that technically incline, ma'am. I don't know how to find my router password from my Starlink. Okay, router password. Okay. To log in with router password okay, to log in with router password first connect to your Wi-Fi, which I'm already connected to, I think. Yes. And go to my phone.
03:00
Speaker 2
Well, you can actually use the router password, you have the option on the right corner. Aside from email and password option to login, you have the option for router password. We're not talking about your Starlink, we're talking about your Linksys app. Just tap on that used router password and let me know if you are there. Alright. Do you see reset? What's the [transcience] [transience] Usually the router password is located in your guide or found at the back panel of your router. Print this, write this down now.
04:00
Speaker 1
Yes. OK. Let me turn on the
05:00
Speaker 2
Wi-Fi name of. Um, it's suggesting you to connect to your Wi-Fi, right? So you're not connected to the Linksys network. That's what it tells you. Do you have like, um, what is the Wi-Fi name that you set up for your Linksys? May I ask if this is the same with what you've set up with your Star-Link network. Okay. Now, um, we do not actually encourage to make your Linksys network the same with your ISP network name because here's what's gonna happen. For example, if you will access this Linksys app or your Linksys settings, it will confuse which network it was connected to. Now, this is what it happened right now. Um, let's try to, if you have a laptop or computer that you can hardwired connected directly to the Linksys, that would be better.
05:00
Speaker 1
Laptop and see will be just a moment. And thank you for your patience. I just need to have this done. It'll be just a moment. Okay. Now, I'm going to take a look. I'm going to click on it. Uh, let's see.
06:00
Speaker 2
All right. Can you wire this laptop connected with, uh, Ethernet cable directly to the Linksys? [silence] Okay.
07:00
Speaker 1
Right now. Okay. I've connected. It says connected. It's Windows. It's Windows. Yes, ma'am. Let me open that up for you. And I appreciate your help. And I thank you for your help. Okay. I opened up a Chrome tab, window, whatever you want to call it. My router, R-O-U-T-E-R .local. Hit enter, I guess. [silence]
08:00
Speaker 2
Okay. Okay. Very good. Is this Windows or a Mac? Okay. We have a Chrome browser. We're going to open Chrome browser. Let me know if it's ready. You're welcome. Okay. All right. So on the main address bar at the top, not on the middle search bar. It's on the top where you usually type in a website link. You type in myrouter.local. Correct. Yes. Enter.
08:00
Speaker 1
AI overview my route, about local is a convenient shortcut web address used primarily on linksys routers to access the local admin dashboard without needing to remember an IP address. Then below that are some instructions. Say that again. I'm sorry. Open a new tab. Okay. Duplicate. Okay. I opened a new tab. My router. Okay. Just a moment. It's spinning. It's thinking. I don't know what it's going to do. [silence]
09:00
Speaker 2
Okay, add a new type, please. Open a new type. Please open a new type. Right. And then re-type in 'type'. Yeah, open a new type, and then type in again the myrouter.local on the main address bar.
09:00
Speaker 1
My router dot local. Looks like the same thing that was on the first session. Uh says AI Overview A convenient shortcut web recourse to access your router settings. [silence] All right let me try that. My on the new tab my router period info correct?
10:00
Speaker 2
Okay, what does it show on the screen right now? Okay, you're trying... Okay. That's not the expected page. You're trying myrouter. I N.F.O. Correct. Yes. And then enter.
10:00
Speaker 1
Yes access router, router password, all that. Yes, reset password. Yes. Do you want me to click that? Yes, ma'am. Just a moment. Okay. It says it's given me a recovery key. Enter the recovery key. Um, Okay. Okay. I see a recovery key. It's five numbers on the left and on the right there's blank. space to put in the five digit.
11:00
Speaker 2
OK. Do you have an option to click on "Reset" under that router password? All right. All right. Click. Yes. Click the "Reset router password," let me know what happens next. OK. recovery key is located at the bottom of the link to parent node, the main node that you connect with wired connection directly to Star Link. There's a five-digit recovery key. OK.
11:00
Speaker 1
key okay okay bear with me for just a moment I need to I guess it's at the bottom of the notes yes I see that just bear with me for just a moment I see it I just have to magnify it because it's kind of small we'll be just a moment I'm sorry okay I got it [silence]
12:00
Speaker 2
If you read the recovery key on the sticker label of your Linksys, Linksys parent node, that's the one you're going to put in or enter on that site. [silence]
12:00
Speaker 1
To me, I'm typing it in right now. Do you want me to hit submit, please? Okay. I'm going to hit submit right now. Create a new admin password. And hit. So, the top field, my Linksys settings only, correct? Okay. Bear with me. I need to write this down so I don't forget. Linksys settings password. All right. Just a moment.
13:00
Speaker 2
Hit submit and it will let you create a router password. All right. okay, go ahead and create a new admin password. So, uh, take note, this password is for your settings only. Correct. Yes.
13:00
Speaker 1
Can I make it the same as the last one? Okay, gotcha. All right, so here's what I'm going to do. I'm going to write it down. How many characters does it have to be? Uh-huh. Okay. Wait just a moment.
14:00
Speaker 2
this is not your Wi-Fi password this is just an admin it should be 10 characters, it should have uppercase, lowercase, a character sign and the characters must not be repeated at the same time.
14:00
Speaker 1
Let's see, one, two, three, four, five, six, seven, eight, nine. I'm missing a character. To make it 10. So it has to be at least 10 characters. So I'm going to do that. Password hint. I'll just call it, uh, LinkedIn admin password. I can call it that. Right. Okay, got you. [silence] Get this off myself.
15:00
Speaker 2
Just a hint, it's just a clue of the password, no need to put a specific word. [silence]
15:00
Speaker 1
Okay, okay, I'm going to hit reset, okay? It's asking me save password. There's a blank space for the username and then the password I guess that I just created. What would you like me to do? Okay, say no thanks or hit X. Okay, I'm hitting X. Okay, I'm in the Linksys Smart Wi-Fi tools section with router settings, connectivity, troubleshooting, Wi-Fi settings, security. Uh-huh. Click on connectivity. Okay, I'm going to click on connectivity.
16:00
Speaker 2
okay, go ahead, let me know what would be the next page. Uh, you can keep that. You can keep that. That's just a notification of chrome. Uh-huh. Yes, you can just hit next. Yeah, you can hit X. Uh-huh. Okay. Okay. Now, on the left side, uh, look on the left side of the screen under the router settings, click on connectivity.
16:00
Speaker 1
Okay, it says admin password firmware update automatic. It's a blank box. Time zone. Okay, bear with me. You said below there's a section that says details. Yeah, I see the arrow, the downward arrow. Okay, I see the, okay, what would you like me to click? I see three options here. I just clicked the details and it's giving me the node. There are three of them. There are three choices. It's checking for each one of these options.
17:00
Speaker 2
Let me know if it's popped up. Okay. Under the, below the firmware update, there's details. Click details with an arrow below. There's firmware update, right? And there's a details below that you can click. Click the details. And what is the current version? Right. If they have this is pope opened and they're planning to make it a...
17:00
Speaker 1
Okay, the they're all different. I can read you the series of digits. I can read you, the first one says linksys02713. The second one says linksys026, I don't know if it's 9. It's 8 6 and then linksys. Yes, they all have the same model MX 6,200. Okay, bear with me. I don't want to make a mistake. I'm going to use the camera so I can see this a little bit better. Okay, the first version is that link's
18:00
Speaker 2
same current version. uh you can read it to me. uh do they have the same model? Okay, the same one. Oh. Okay, all right. Um you read me the first version.
18:00
Speaker 1
This is 02713. [silence] And et just below that it says checking with three dots. [silence] They all say checking. [silence] They all say current [silence] they all say current version. [silence] And then there's a series of digits for the first one, after the linksys 02713, [silence] below that is says checking, to the right, it's a series of digits. [silence] 1. [silence] 0. [silence] 11. [silence] 216041. [silence] So the second current version, [silence] that series of numbers, [silence] do you want me to read linksys 02686? [silence] The current version number? 1. [spumbl
19:00
Speaker 2
so you don't see the current version yet? it still says checking. Right that's what it is. And what's the second one? The second current version. [silence]
19:00
Speaker 1
0.112016041 which I think is the first. In fact they're all the same except that the third version says Linksys02692 with the same series of numbers. If that helps you. They all say that number. Yes ma'am. Um it's it's not highlighted. So do I have to click the box that says automatic?
20:00
Speaker 2
Mm-hmm. Okay. Okay. Just make sure it's on 1.0.11216041. Okay. All right. Do you have an option to click on check for updates on the firmware update? Yes, click the box that says automatic. So it will show you a check mark. Let me know if you have the option to click check for updates.
20:00
Speaker 1
It's still says checking for updates in the upper left hand corner. And on top of that, it says firmware update. But it's not highlighting so I can click check for updates. It's not giving me the ability to check that box that says check for update. I cannot click check for updates. Yes, it does have a check Mark. Yes. Still checking. Thank you.
21:00
Speaker 2
All right. Do you cannot collect the check for updates. All right. And the automatic on the other side, visit of a checkmark. Okay. All right. So, since it's still checking for updates, right? It's still, it's still checking. Okay. All right. Now, let's go to, um, checking for is your SIP disabled, one moment. Okay.
21:00
Speaker 1
oh, okay, well, here's the thing, the box that has all this firmware update, it's on the front of the screen. Do you want me to X out of that box? Right, what do I hit? Okay, hit the administration tab. Okay, I'm clicking that now. And it says save changes. The current page has unsaved changes. Do you want to save these changes before moving to a new page cancel? Yes or no. Okay. I'm in the connectivity box now. What would you like me to do next?
22:00
Speaker 2
You don't need to exit this one. You see basic internet settings, local network tabs right? You just have to click administration tab. Just go to yes, so you can proceed with administration. Okay, connectivity, go to administration tab.
22:00
Speaker 1
dation tab. Has it, it does not have a check mark. Okay. Okay. So I'm going to go to a new tab. Um I'm just going to click support.Linksys.com. Okay.
23:00
Speaker 2
All right. Check if the application layer gateway, which you can see is IP, does it have a check mark or does it have a check mark? All right. So the IP settings for your Linksys device is turned off or disabled by default. Now, what we're going to do is to update your firmware. So just leave this window open. We're just going to open a new tab, all right? So we can download the firmware. Go to a new tab and type in support.linksys.com. That is correct. Support.linksys.com and then enter.
23:00
Speaker 1
Okay. linksys support. Product overview, set up install, log in Connectivity, Advance Configurations General Enquiry. Okay. You want me to type in F for Frank, X for X-ray, two zero two seven. Okay. M for Mary. and the letters. Rhyme. Mhm. I see it. Um linksys MX620 support. Okay. I'm clicking that now.
24:00
Speaker 2
Okay. Okay. Okay. see there's enter keywords or model number Uh, just click on that and then type in MX6200. No need to click enter. no it's M for Mary Uh, it's an M for Mary X for X-ray six to hundred Okay. and it will show you a drop down options. Okay. so when you're going to click on LenSys MX6200 support Okay.
24:00
Speaker 1
it says there's a picture of a node for the Lynxys. It says Lynxys front support a picture of one of the nodes. It says say that again, I'm sorry. Yeah. Okay. I'm there in that section where it says downloads and documents. Okay. Yes. Okay. I'm going to do that right? Yes. Okay, click download. It's 38.2 megabits. I think, or whatever it is.
25:00
Speaker 2
Okay. Right. Okay. Click on that. Let me know if it's routing you to the next page. Okay. Okay, scroll down, please. Okay, go ahead, scroll down. Yeah, scroll down, go ahead, scroll down until you reach downloads and documents. Let me know if you're there. Okay. Okay. Now you see there's a MX 200 downloads firmware, okay? The latest date isuh, 9/23/23. You can click download. So we're going to download this file. Oh. Okay.
25:00
Speaker 1
Okay. Okay. Just a moment please. I have to check the section for downloads. And then you can tell me if that's good or bad. I don't know. Okay. um, today, it says, uh, in my downloads section, it says, capital F, capital W, underscore, capital M, capital X, 6200, underscore, 1, period, 0, period, 14, period, 216738, underscore, in lower case, P, R, O, D, underscore, the word, signed, S, I, G, N, E, D.
26:00
Speaker 2
So, it will just automatically download once you click that. No need to open the file. Just let me know if it's completely downloaded. Okay. Okay. So, it's already downloaded successfully.
26:00
Speaker 1
Click on the link this logo, where it says the screen that had downloads and documents, links This in big white letters in the upper left hand corner. Yes, I'm in that screen now. Yeah, I see links is Linksys Smart Wi-Fi and the connectivity box is up. Okay. I clicked Okay and I'm back to the, where it says Linksys Smart Wi-Fi tools and router settings.
27:00
Speaker 2
now let's go back just click on the Linksys logo on one of your tabs. [silence] no we're not going we're going back. remember we have accessed the Linksys smart Wi-Fi where we opened the connectivity. so let's go back. so. okay. okay just click okay at the bottom of connectivity. okay all right very good. uh scroll down and look for CA. uh you will see that right below at the very bottom of the page uh below this uh rectangle
27:00
Speaker 1
[HUMAN_REVIEW] Okay. Okay, bear with me for just a moment. C-A for like California. Okay, I can click C-A if that's what you want me to do. Okay. Okay. It just reloaded. It looks like. What would you like me to do next, please? You want me to go back to the under router settings, click connectivity? Okay, I'm gonna click connectivity. Okay, I'm back.
28:00
Speaker 2
images and you want to see a very small text. that is correct. see for California. right. yes, quick see a, it will reload the page. so let me know if it's gone loading. okay. all right. so if it's gone, click back the connectivity. connectivity. yes. click connectivity. all right.
28:00
Speaker 1
The box says those connectivity [silence] update. Well, there're, there're, there're two options here. Under where it says firmware update, there's an orange bar that says, updates are available. The, the box where it says automatic, there's a check mark, and on the right, there's a blue rectangle that says update in white. Okay, and then below that, it says manual, and below manual, it says no file chosen, and then it gives me the option to choose a file. What would you like me to do? [silence]. Choose the file. I'm gonna click what we downloaded. I'm gonna.
29:00
Speaker 2
right. So what we're going to do or to check um once we click details here on the firmware update, let me know if you can see uh what's it called? This manual. Yep. The manual update. [silence] Okay. Uh go ahead and click choose a file and then just click the file that we'd downloaded earlier.
29:00
Speaker 1
Click the file that we downloaded right now. I don't think anything's happening though, but. Oh, it says start. Yeah, click start, okay. Okay. There's a warning size. It says important with a red exclamation mark. Update firmware. During a firmware update, your router reboots causing all devices connected to the router to lose their connection to the internet. The router and all connected devices will reconnect after the update completes. Do I want to continue? I would say yes. I want to get this over with. No problem. Installing firmware update. Do not power off the router or close the browser window.
30:00
Speaker 2
right. okay. okay. so after you selected that file, after you added it, you can click start. right. okay. yes, go ahead and continue. that will just restart the whole system while it's updating. okay. so we'll just need to wait for a couple of minutes and then just let me know if it's finished.
30:00
Speaker 1
okay. thank you for your patience with me. I'm not an expert like you, but I want to thank you for your patience. I'm going to be working from home and there my company has given me some equipment and they told me I need to disable the SIP ALG and update to the latest firmware. So I'm sorry to bother you with this. Okay. Thank you for your kindness and patience. I do appreciate it. What was your name again? Okay, Bell. You're awesome, Bell. Okay. right now it says router is rebooting the action you perform requires a router reboot. This may take a few minutes. Please
31:00
Speaker 2
You're welcome. Mm-hmm. Mm-hmm. Okay. That's okay. All right. We'll just wait until this will be finished. You're welcome. Uh, my name is Belle. B-E-L-L-E. Okay.
31:00
Speaker 1
Please wait until the reboot is completed. And there's a blue rectangle where it says, okay, I don't know if you want me to click the okay. Okay. I'm going to click okay. It says waiting and there's a circle that's that's spinning. Belle, can you excuse me for a moment? I need to tell my wife that we may be without internet for a few minutes. Can you excuse me for a minute? okay. Thank you. Okay. Okay, thank you, Belle.
32:00
Speaker 2
yes are quick okay okay all right Oh yeah sure yeah yeah at the same time I'll just put you on a quick call just need to check something here thank you you're welcome thank you too you vs
32:00
Speaker 1
go on bell hey bell yeah I have a sign that says firmware update complete the firmware update was completed successfully can I click okay it was flashing red but now it's solid white right now
41:00
Speaker 2
All right. Hello. All right. Very good. Can you please check. Let's double check if the link sys node is now back on solid white light. OK, very good. Yeah, that's pretty normal because it restarted. OK, so firmware update is now completed, right on the screen. [silence]
41:00
Speaker 1
Right, it says firmware update complete. The firmware update was completed successfully. Below that, there's a blue box and it says, okay, in white letters. OK, just a moment. It says waiting. So, we'll be just a moment. Okay, I'm going back to the connectivity box. What would you like me to do next, Bell? Apply? OK. Well, under firmware update, there's the blue box that says update in white letters, the automatic area is checked. And then, at below that, it says, okay,
42:00
Speaker 2
Okay. Okay. Click on okay. Their back on connectivity. just just quick on on, uh, okay. We'll, check the current version if you see a current version digits number.
42:00
Speaker 1
Yes, I'll click below that. Right, the first one, uh, Linksys 02713 is up to date in green, but the other two are in, it says update available for Linksys 02686, update available in red, and then Linksys 02692 below that, update available in red. Uh, let's see. Yes, uh, the first one that's green, that's 1.0.14.216738. That's [silence]
43:00
Speaker 2
do you still see details? Yeah, details. Details zero. All right. Mm-hmm. Do you see the version firmware version.[silence]
43:00
Speaker 1
is up to date. and then I can read you the series of numbers for the second one where the update is available and the third one. The second one is 02686. The current version is 1.0.11.210x041. And I can read you the third one when you're ready. The third one is 02692 and the current version is the same. 1.0.11.210x041. All right. This is going to take me a minute. I have to walk around, but I'll be right with you. I'm checking right now, yeah, the one in the living room is a solid white, so I'm going to go to the bedroom now. Be just a moment Bell, yes, the one in the bedroom is solid white, so all three nodes are showing a solid white, Bell. All right, just a moment, let me sit down so I can get in front of the laptop.
44:00
Speaker 2
M. All right. So uh remember those uh links that shows the 1.0.11 uh that shows a clickable update tab, uh you you click one each of them.
45:00
Speaker 1
and then we can do this. I have to walk around the house to find the nodes. Okay. Now, there's a blue box that says update. Do you want to click that want me to click that? There's no there's no blue box for update next to the second or third one, but on top, there's a blue box that says update in blue. A blue box with the word update in white. Okay, I'm clicking update. It says, important update firmware. During a firmware update, your router reboots, causing all devices connected to lose their connection to the internet. So you want me to continue? Click yes.
46:00
Speaker 2
Mm-hmm. Okay. Yeah. There's an update tab, right? Right beside those links that has 1.0.11. That starts with that version, right? Mm-hmm. Okay. All right. You try to click on that, please. So we can see if they will change with numbers. Yeah.
46:00
Speaker 1
Okay downloading firmware, it says. Installing firmware update, do not power off the router or close the browser window. Sorry to put you through all this. Looks like it's taking its time. It's moving a little bit, but it's very slow. I'm supposed to get my new voiceover. Internet phone on Friday, but I didn't wanna wait till Friday to do all this. Get this ready now. So, all I have to do is just plug and insert the chords, the cat 6 cable, and I should be okay. Looks like I'm near the halfway point for that bar to fill up for completion. And I don't know if this is for the second one or for both of the second and third ones. Okay, it says your router is rebooting. The action you perform requires a router reboot. This may take a few minutes. Please wait until the reboot is completed. You wanna me to click OK? Okay, I'm gonna click Okay. Okay. It says waiting now.
47:00
Speaker 2
all right go ahead and let me know if it's done rebooting
48:00
Speaker 1
still says waiting, and it's going around in circles clockwise still going around in circles clockwise, and still says waiting. silence the note in my office is flashing purple or blue flashing on and off intermittently if that helps you [silence] it's still flashing purple or blue on the node in my office it still says waiting on the laptop must be a long update I wonder why these updates aren't done automatically and you have to go through all this. Don't you think that would make more sense? Yeah. Still says waiting. Okay. I'm showing a solid white on my node here in the office, but still says waiting and it's circling clockwise.
49:00
Speaker 2
sometimes that really does happen that's why we have the option for manual okay okay
51:00
Speaker 1
What exactly does disabling the SIP ALG? What is that supposed to do? I got you. Okay. I just got a message that says firmware update is complete. The firmware updated was completed successfully. Do you want me to click okay? Okay. Still a solid white on the node. Let me go back to connectivity.
52:00
Speaker 2
the SIP setting. All right. Uh, maybe it's to, uh, test, um, the device that you want to connect to. It might be necessary for other. Mm-hmm. Yes, let's click okay. All right. [silence]
52:00
Speaker 1
What would you like me to do next, Bill? It says nodes are up to date in green. Yes. Yeah, automatic still has a check mark. Yes, they're all the same. It's 1.0.14.216.738.7.738 for all three. Right. That's fantastic, Bill. Um, will I get them? If I need to get another update, will I be sent some kind of message to notify me? [silence] [silence] Will I be [silence] message? [silence]
53:00
Speaker 2
Okay, alright, very good. That means nodes are all the nodes are already up to date now. Automatic still check mark. Okay, click on details. And just read me all the current versions. Okay, for all three. All right, that's great. That's the latest firmware update for this specific model. That should be all good now. Everything's already up to date. Mhm.
53:00
Speaker 1
I see, I see. Okay. So, the, the SIP ALG has been disabled. Um, the latest firm? Right. Disabled by default. And the latest firmware has been updated to your satisfaction. Anything else I need to do, Bell? Okay. I'm going to X out of this screen and X out of everything. And, Bell, I do want to thank you sincerely for your time and your patience, your kindness and professionalism. Uh, please have a wonderful evening and a sincere... [silence]
54:00
Speaker 2
uh, unfortunately we don't really notified, but it should be automatically updated um to the cloud. Uh, just recently we had a cloud maintenance, uh it might be the reason why it did not update automatically. Mhm. Yeah, that's disabled by default. Mhm. Correct. Yes. All right. Uh no need, you can close the settings and you're all good now with your linked system. Mhm. Mhm. You're welcome.
54:00
Speaker 1
heartfelt. Thank you for helping me out this evening. Please do the same though. Take care. Bye-bye.
55:00
Speaker 2
you too. I appreciate your patience and your time this evening. Have a great night as well. You too. Take care.
55:00