Speaker 2
Welcome to LynxSis 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.LynkSys.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. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear more about your service options, press 2. [silence] To hear these options again, [silence] Hi. Yes, [silence] Press eight. 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.
00:00
Speaker 1
I don't know. Oh. Thank you. uh-huh. [silence] We was listening at this point when we started to meet the committee. Good. Did they find a recipient? Yes, I'm having issues with my, uh, my router. [silence]
02:00
Speaker 2
Thank you for calling, Lindsay. My name is Dennis. How can I help you for today? Okay. Is this your first time calling
07:00
Speaker 1
This is my first time calling. Ricardo Munoz. R-I-C-A-R-D-O. And then last name is M. Yeah. And then last name is M-U-N-O-Z. Yes, sir. Uh, 361 3191821.
08:00
Speaker 2
this is your first time okay thank you um let's create a new case for you. That means I'll be asking you a few more questions. Um may I have your first and your last name? I'm sorry how do you spell it out? Ricardo. Okay. Munoz. M U N O Z. Okay thank you. May I have your phone number starting with the area code? Let me repeat that 361
08:00
Speaker 1
This is a model number zero zero. seven at hotmail.com. Yes. I'm sorry. What was that? Oh yes. this is the
09:00
Speaker 2
319 1821, right? How about you email address, please? Okay, let me repeat that. So that it's C A R D O 0 0 7@hot mail.com, right? Are you contacting are contacting from the United States? Are you based in United States? Okay. All right. May I know now the model number of your links this device? [silence]
09:00
Speaker 1
I don't have a model number, I have a serial number. Oh, I'm saying model number, yeah. WHW03V2. It is 20J2060A812464. Thank you. Yes.
10:00
Speaker 2
all right and may I have the serial number please let me repeat that you said it's two zero Jay for Johnson two zero six zero a for Apple number eight one two four or six four right okay thank you while the system here is looking up the serial number
10:00
Speaker 1
Yes, my internet provider is Spectrum. I think it was Best Buy, if I'm not mistaken. [silence] Yes. Well, I mean, it's just red. It's like, it's not like, usually it's blue the little light on it, but it's like, it's just red. Um, and then when I look up for Wi-Fi, it says connected but no internet. Uh, I know I had like a little power. Yeah. Um, they were.
11:00
Speaker 2
you know who your Internet service provider is? Sprint. Okay, thank you. [silence] Where did you purchase your WHW 03 version 2? Best Buy. All right, thank you. [silence] So let me make sure that I understand you correctly. [silence] You mentioned earlier that this router is not working, is that right? Oh, okay. [silence]
11:00
Speaker 1
We had a storm yesterday. I don't know if that affected it, but it just seemed after that it hasn't been working. Uh, I did, uh, call Spectrum to see first if it was that and then, uh, when I plug in my laptop to the hard wire from the, from the modem itself, uh, I am able to get internet. But when I plug it into the little router node or whatnot, it's not tight. I'm not able to make it go through the, like, set up the Wi-Fi, I guess, or whatever, that, I don't know if I'm explaining that correctly. [silence] It's right now it's blinking.
12:00
Speaker 2
All right, thank you. Yeah, so you experienced storm yesterday and then after that you notice that the light on your router is red. Is that solid red or blinking red? Blinking. Blinking red means that it is not connected to the network and by the way, it could have been affected by the strong water from the heavy rain.
12:00
Speaker 1
Look. Like that. Yeah, so it just. Just turn it on. I mean, all I did was unplug it for, you know, like 10 minutes, 20 minutes, then plug it back in. Um, but that-- that-- I don't-- that's all I mean, and I-- I plug it in and it goes through its cycle and I just-- Like I said, it just comes back to the-- it does go blue for like maybe 15, 20 seconds, and then it goes back to red. And then it's-- like I said, it's blinking right now. Where it's like-- not blowing. [silence]
13:00
Speaker 2
by the storm because of the, you know, the sudden lightning, it could probably cause a sudden power outage or power surge. So it can affect electronic devices like a router. So what we can do right now, since the light is blinking red, which means that it is not connected to the network, uh, man, did you try to troubleshoot it by your own and may I know what, the steps that you have made when you troubleshot it, did you or not?
13:00
Speaker 1
thinking, but it's like a fading in and out red. Yeah. it's a pack of three. But I'm, yeah, but I'm, I'm looking at the main one right now. I can check real quick. Oh. Yeah, those, they're also blinking.
14:00
Speaker 2
okay and you only have one router or you have a pack of two or three? it's a pack of three. okay, thank you right, um, but did you notice the other nodes if they also have the same light indicator? go ahead and take a time [silence] both of your nodes are blinking. I mean, both of the lights of your nodes are blinking red, right?
14:00
Speaker 1
Uh, yes. All three of them are blinking red. Yes. Correct. I'm able to like get on the internet and it works, yes. [silence]
15:00
Speaker 2
I see. When you contacted your internet service provider, um they asked you to do something like connect a computer straight to their to their modem to check if the modem is providing internet connection? Oh, right. So when the computer is connected straight to the modem, the computer is online. Oh, I see. If that is the case, what we can do with your three nodes is to reset all of them and reconfigure all of them, okay? And um we need to gather all nodes together, um so that we can set them up all at once. But before that, let me see. Hold on just a second, okay? Based on our records, your nodes are already out of warranty, which means that they are no longer entitled for our free technical support, but we can still assist you. However, we can assist you for [REDACTED_PAYMENT_DIGITS]$ . So, are you going to go with it? okay. Let me prepare my system so that we can process your payment, okay? Hold on just a second. Are
15:00
Speaker 1
speak slow waves yeah yeah yes yes can you hear me
17:00
Speaker 2
Alright. Hello? Right, I'll be asking you, yeah, I'll be asking you a few more questions, um, so we can process the payment. Uh, may I know, um, the name that the, the bank statement is registered under? No worries. Thank you. Thank you for your patience. So please hold on while I double check your details. Thank you. [silence]
17:00
Speaker 1
yeah. It's a 5 1 4 4 1 2 0 2 2 3 1 1 0 9 9.
18:00
Speaker 2
okay hold on a minute Nuno is M U and no Z okay and may i know the your credit card number please all right let me repeat I shall say is [REDACTED_PAYMENT_DIGITS]
18:00
Speaker 1
[silence] Yes. [silence] Okay. Yes. [silence] 0128. [silence] 787.
19:00
Speaker 2
[REDACTED_CARD_NUMBER]. Right by the way by purchasing this service um you agree to uh a one time non refundable support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. If we are unable to resolve your issue or determine your product is defective, no refund or replacement will be issued. This paid service is for technical shredding only and does not include follow-up sessions. Do you still agree with it? Okay. Um, what is the expiration date that appears in your credit card? [REDACTED_PAYMENT_DIGITS] How about the CVD or the security code? [REDACTED_PAYMENT_DIGITS] Okay, thank you. and your email address again is kỳ cardiac person zero oh seven hotmail.com alright, hold on, just a second Okay, I'm now going to. place the order, okay, hold on. Okay, I'm going to send the receipt on your email. Can you, let me see. Can you check if you are able to receive it? Okay. Thank you. Um... Hold on just a second, okay? Yes, I'm still here. Um, I still need to prepare something here. Hold on just a second, okay? here's the transcription of the audio:
19:00
Speaker 1
Okay. Yeah, that's fine. and they they all are
26:00
Speaker 2
time. Non-refundable technical support session lasting up to 60 minutes. If we are unable to resolve your issue or determine your product is effective, no refund or replacement will be issued. This paid service is for troubleshooting only and does not include follow-up sessions. Okay. Hello? Okay. So now let's start troubleshooting. Let me set a timer here. Hold on. Okay. Um, for setup purposes, we need to reset all your nodes, like I mentioned earlier. So to reset each one of them, you need to press the reset button for-- and hold it for 20 seconds. So do it one by one. Okay?
26:00
Speaker 1
in different locations so it's going to take a little while. it's funny to get them all together. yeah what you say? that makes. great plan B yeah I'm area
27:00
Speaker 2
Oh by the way since they are located in different locations in your house you need to gather them together so that we can set them all up later on all at once okay? Yes You need to make sure that all nodes are located in one place. you go ahead and take your time.
27:00
Speaker 1
[silence] Okay. I'll phone you later. Okay, I have them all together.
28:00
Speaker 2
Okay, make sure that they are powered on.
28:00
Speaker 2
And make sure as well that they are at least a foot away from each other. [silence] And then reset them one by one. Once they are powered on, press and hold the reset button on the node for 20 s. And do the same thing on the other. So do it one at a time, okay?
29:00
Speaker 1
Okay, I've done them all hello hello hello. Yeah I've done them all already [silence]
30:00
Speaker 2
Yes, how's it going? Yeah, um, after you reset all of them, um, may I know the color of the light?
30:00
Speaker 1
Right now, they're kind of like a Not like a uh, like a bluish, dark blue. Um, one just came on and it's red. It it's red and it's solid. No, it's red and it's like a solid red right now. Yes.
31:00
Speaker 2
all the nodes same um red is it not pinkish red or purplish pink or magenta have that particular node that has a solid red light um you already reset it right um i mean you you press and hold the reset button for 20 seconds Okay. Is it not bright red or is it pinkish red?
31:00
Speaker 1
It could be pink. Yeah, I mean, it looks, yeah, it looks, it looks pink. I mean, yeah, it looks pink. Yes. No, all, all, all of them. One of them is plugged into the modem, yes.
32:00
Speaker 2
Right. Because our expectation is that light should be in pink, ah, solid pink. Hey, okay. On all of them, or on only that-- on that one only? Okay. So what of the nodes still plugged into the modem, right? Okay. To -- reconfigure them, uh, we can set them up uh, the -- the quickest possible that we could do, um, and that is to press the reset button on the parent node, the one that is plugged into the modem. We call it the parent node. Um, that's the one that you need to press the reset button five times within five seconds.
32:00
Speaker 1
So I, I, I press it for, hold it for five seconds and let it go and do it five times. So I press, release, press, release, press, release, press, release. Is that what you're saying? OK. five, five times.
33:00
Speaker 2
No, no, no. You just press it. And then release it. You just have to press the reset button every second until you've done it five times. Press and release. So, yeah, every second you press it, wait a second and then release. Press it, wait a second and then release. Press it, wait a second and then release. Press it, wait a second and then release. Press it, wait a second and then release. Okay? Go ahead.
33:00
Speaker 1
Okay, I did it. So, now it's, uh, it's blinking and it's like an orange, oranges looking, or yellow. The parent node yes is blinking and it's like an orange-ish looking color. Uh, the, No, the, the other, the other ones are still pink.
34:00
Speaker 2
which one is blinking the parent know. okay. how about the child does, did the light change after you press the reset button on the parent of five times within five seconds.
34:00
Speaker 1
the others are still? okay So it went kind of like a bluish color or turquoise color for like 10, 15 seconds and then it now it's blinking red again or pink. I don't know, pink or red, it's blinking now.
35:00
Speaker 2
I'm sorry. Okay. Let's wait up to three minutes to see if there is a change on the light on the child nodes because by this time, since you already pressed the reset button on your parent note five times within five seconds, um, your parent note should configure itself and connect to the internet. And then right after that, the child node should also do the same. Um, what is the color of the light on the parent node right now? It's blinking pink.
35:00
Speaker 1
Yeah. And then and the other... And the others are now blinking pink also. Okay. [silence]
36:00
Speaker 2
All right. It's still trying to, probably, connected to the internet. Oh, that's great, because at least, it reacts to the parent node. So that means that they are configuring themselves right now. So let's wait, um, two minutes each node. And let's see the final status of the light after six minutes, okay .
36:00
Speaker 1
It's still blinking red. Or pink, I mean. [silence]
40:00
Speaker 2
on all the three nodes? Uh, let's wait few more minutes, okay? Okay. Thank you. [silence]
41:00
Speaker 1
it's still blinking yes yes but it's um it's blinking red I don't know it's pink or red it's hard to tell
42:00
Speaker 2
how's it going this time? you're still blinking about the parrot node the light on it still blinking is that blinking blink pink or it blinking red?
42:00
Speaker 1
yet. Okay, so. yeah. it's, it's, well, the main one is blinking, but the other two are solid. like, they're not blinking, the other day. the, uh, the other, the main one,
43:00
Speaker 2
Hello? Yeah, what we, what if we reset them again? Er, Because it seems like there is, there is no progress. Um, you see that the light's still blinking Red. You mentioned that it's red, it's not pink. Solid which? Solid what? That solid pink you mentioned. Yeah. And that notification at the bottom of the screen, I don't even see anything. You see the notification as well.
43:00
Speaker 1
Uh, uh, uh, uh, the main one is blinking and the other two are solid. I mean, it's hard to really tell. I mean, it looks red to me. I don't know if it's red or pink. I couldn't tell you, I mean, it's, uh, red and pink are pretty close. I mean, it's really hard to tell. I mean, I, no, but I mean, to me it looks red. It doesn't look pink. Both of them, they both look, the, the, uh, the solid and the, uh, the blinking looks red to me.
44:00
Speaker 2
Yeah, right. Um but do you have any otherells uh with you to and and ask opinion about the color of the light? Um to see if it it really looks pink or red. Which one is it? The blinking one or the solid one? Yeah, I I believe um the parent node is not configuring it by itself after pressing the reset button five times within five seconds. So, It's really taking longer than usual, so what we can do right now. Um, repeat the side of the the process. Um, that's reset all of them one more time, okay? Press and hold the recunment. Hold the recunment. Hold the recunment. Hold the recunment. Hold the recunment and holding the reset button, uh, wait up to 2 minutes to see the final status of the light and tell me if the light will turn to solid red, I mean solid pink or purple, because that is the only indication that it has successfully resumed. Okay?
44:00
Speaker 1
So they're like a, like a purple color right now. [silence] they look like they're all purple right now or uh i don't know maybe like a dark blue. I mean I mean I just barely did a reset so I think I'll give it a minute okay so now the main one is a solid pink. I mean it kind of to me it looks pink now yes. one of them is pink and the other one's still I guess in a little time too.
46:00
Speaker 2
Purple, is that purple? But is it solid? Oh, okay. So it's clear now that it's pink, compared to earlier. Alright, that's great. So that means it has successfully reset. How about the other two?
47:00
Speaker 1
The other one's pink also, man. So all three are pink. Yes. Okay. So I just did that and it turned to like an orange, a flashing orange. Is that what it's supposed to do?
48:00
Speaker 2
[silence] All three are solid, Pink, which is pinker than earlier, right? All right, that's great. So, that means that all your nodes are ready for setup. So, by this time, you can press the reset button on the parent nodes five times within five seconds. [silence] Just do the same thing as you did earlier. [silence] Make sure to press the reset button every second until you have it done five times, okay? On the parent node. Yeah, the lights should change, it should. Flash, but later on it should. blink in purple or pink [silence] which indicate that it's trying to set up by itself okay [silence] and then [silence] it should also turn to solid blue or turquoise blue [silence] indicating that it is already connected to the internet [silence] so we will need to wait on two minutes per node [silence] to see if [silence] the light will turn to solid blue okay [silence] on all of the nodes okay [silence]
48:00
Speaker 1
So now it's kind of like a solid, like a turquoise color. And then it it was just there for like maybe five seconds. And now they're blinking pink again. All of them. Or I'm sorry. The man ones blinking pink now. It's blinking pink, yeah.
50:00
Speaker 2
the main one became pink i see let's wait few more minutes okay it's still blinking pink it's not yet connected to the internet let's see if it will [silence] What turned to solid blue and when did that? OK.
50:00
Speaker 1
it's still blinking pink, on the main one. On the other two are like a solid screens.
53:00
Speaker 2
How is it going this time? on all of the nodes? I see. if that is the case, we'll do a different uh will will you use a different method to set it up. Can use the web interface of parent node to set it up first. And once it's set up we will add the rest of the two. Okay. Okay. But we need to reset the parent node, because that is the only one that is blinking red. Um, so please press and hold the reset button on the parent node for, and hold it for 20 seconds, okay? you reset parent node, okay, that's great.
53:00
Speaker 1
Like uh, but maybe like a, dark blue or a purple is. Maybe purple. Now, it's, it turned, now it just turned, Pink. Yes.
56:00
Speaker 2
Okay. What is the color of the light on it right now? [silence] Okay. Is it solid, pink? [silence] Okay. This time we will access the web interface.
56:00
Speaker 1
I have my phone uh no I'm using it for uh uh for this call um I have a lie top I could saw even hold on one thank you.
57:00
Speaker 2
You have a phone. Are you using that phone for our phone call conversation or a different one? [silence] You are using it for this call. Do you have a different device that we can use for troubleshooting purposes? [silence] okay.
57:00
Speaker 1
Yeah, give me one, give me one sec, okay, go ahead. Yeah.
59:00
Speaker 2
Do you have a laptop in front of you now? Yes or no, take your time. [silence] So, you have a laptop with you right now. Okay, is that Can you try to check if you can scan the available wireless networks on your laptop and then connect your laptop to the default Wi-Fi name of the parent node, the one that is plugged into the modem. You can see the default Wi-Fi name underneath the node. And the Wi-Fi password is also written underneath the node. What you need to do now is to connect your laptop to the default Wi-Fi name that is printed underneath the parent node. So, you have to go to the Wi-Fi settings on your laptop and then look for the Wi-Fi name of the linksis node of the parent. [silence]. [silence]. [silence].
59:00
Speaker 1
yes so let me see what .
61:00
Speaker 2
Yes, connect automatically. Have you already typed the password? okay.
61:00
Speaker 1
it says it just says no internet secured
62:00
Speaker 2
That is fine because your parent node is not yet connected to the internet. We are
62:00
Speaker 1
OK. And then I see it says, "Why am I getting a warning when I try to access my router settings in the browser?" It says, "Your connection isn't secure." Let's see.
63:00
Speaker 2
Just trying to set it up, okay? But we need to connect to its own network to do that. Now that it's connected to the network of the parent node, um, please launch a browser on your laptop. and then type in myrouter.local on the address bar of your browser and hit enter. okay? Yes. m-y-r-o-u-t-e-r.local. It's L-O-C-A-L. Yes, just use. Yes, that is expected because your router's not a website. So, just scroll the page down and continue. Are you may see an,
63:00
Speaker 1
Okay, I did that. It did your connection is at private. Attackers might try to steal your information. Uh, It just says it's not secure. So it's either err advance or go back. Okay. Uh, the server can't provide that it's a link Linksys Smart Wi-Fi. It's the Christian photography is not trusted by your continue to lynx us.com. Okay. So internet connection is down and says there's an access D lock router password.
64:00
Speaker 2
an advance button to press to continue. OK. hit on the advance button. Yes, please continue.
64:00
Speaker 1
so I'm in so I'm in so
65:00
Speaker 2
Yeah, you need to sign in the default for a password is admin, all in lower case, so type that in. I'm sorry. Are you able to log in? Okay, that's great.
65:00
Speaker 1
smart Wi-Fi tools and then network status. I mean, there's it's a screen. Oh, man. Yes. The C a link. I don't see a C a link. I don't I don't see that. On the very bottom, it just says and user license agreement, privacy statement, third-party licenses.
66:00
Speaker 2
Right. Yeah, that is the home page. Okay. So, at the bottom of that page, you will see, um, small links, um, highlighted in blue. One of them is labeled as CA. Uh, it's the last link. Can you click on the the CA link? Uh, I CA the US call page down. It's at the very bottom of the page. Um, it's very tiny and it's located at the lower right corner.
66:00
Speaker 1
Okay. No. [silence] On the router settings, troubleshooting. [silence] Okay? Done. Uh, it's 2.1.
67:00
Speaker 2
open lab policy and there's no C Isaid? Okay, let's see. Can we try to check its firmware version? Probably, um you have the updated version. That's why you don't see it. Can you click on the troubleshoot? Yes, and under the router settings, go to troubleshooting. And then hit uh on the status tab. Below the status tab, you will see report, it's clickable, you can click on it. Please click on report. Now you will see the router information. Can you tell me the firmware version? [silence]
67:00
Speaker 1
zero point two one six eight nine two
68:00
Speaker 2
okay, thank you hold on just a second again [silence] yes, um the firmware version of your router is up to date so you said it's two point one point zero zero two
68:00
Speaker 1
The last was 8692. Okay. [silence] The router setup. Okay.
69:00
Speaker 2
20.216892 right? Ok, thank you. Yeah, two 16892. All right. thank you. Yeah, in that case, um the the link that I asked you earlier, is not available with this firmware version. So I apologize for that. But what we can do now is to click on connectivity. and then on the connectivity, do you see the router setup tab or backup router setup tab? yes, router setup, please click on it. and then, [silence]
69:00
Speaker 1
Okay, so I don't use the one that's on this one. So what do I put as a SS ID. Okay, all right.
70:00
Speaker 2
Yes, any name that you want, this will be, we are now customizing the Wi-fi of your network, so create your own, okay, make sure that you can identify it later when you are going to connect your wireless device, okay, as well as the wireless password. You can, you have to create your own.
70:00
Speaker 1
Okay, and for a password is there any specific password. Like they have to have a lower case, upper case or can it be... And then once I do that, do I hit okay or apply? Oh, set up. No, I'm sorry, but yeah. says your router is applying changes. So I hit okay.
71:00
Speaker 2
Yeah, it doesn't really matter as long as you're able to memorize it because that is going to be the wireless password of your wireless network. But make sure that uh let's just avoid any special character, okay? A combination of letters and numbers are fine. Um, you hit, you have to hit the setup node button. Do you see that? Please hit the setup node button. Yes, please.
71:00
Speaker 1
There's router not found. You are not connected to your router.
72:00
Speaker 2
Yes, that is expected because we change the SSID, remember the default Wi-Fi name is printed underneath it. But since you created your own, your laptop will get disconnected from the previous SS ID. So what you can do is to scan again the available wireless networks on your laptop and make sure and try to see if you're able to see the Wi-Fi name that you created. Okay, please connect to it. I'm using the
72:00
Speaker 1
There's no internet secured. I got no bandwidth. I have zero bandwidth on my phone. When I'm trying to, you know, load my homepage, like, click refresh page kind of thing, it just takes so long. It is incredibly slow.
73:00
Speaker 2
[silence] What do you mean? [silence] Instead, not connected to the internet. [silence]
73:00
Speaker 1
it did change and it's blinking. [silence] or red, I'm not sure. [silence] It looks like it's red. It looks like it's blinking red. [silence] or it could be pink. [silence] I get that [silence] pink and red are really hard to [silence] It looks red to me. I don't know. [silence] Yes, I was able to see it. [silence] Yeah, and I tried to connect. Yes. [silence] What what do I need to do?
74:00
Speaker 2
did you check the light on that parent node did it change or has it not yet?
74:00
Speaker 1
What was it again? My router? Do I need to be on my Wi-Fi or like a hotspot or something? Yeah. Well, it's not... because it's saying...
75:00
Speaker 2
Yeah. What you can do is to... Yeah, what you can do is to close your browser, and relaunch it, and type in again, myrouter.local on the address bar, okay? Myrouter.local. மைரவுட்டர்.லவோசால். On your laptop. your laptop must be connected to the Wi-Fi that you created. [silence] All right. Does that sound terrible to your ears? Yeah. Yeah, pretty bad. Okay, I think that's as loud as it sounds. I don't think it's gonna take any magic to make it sound worse than it sounds. Yeah. All right, let me know if you need anything else. I will get on live shortly. [silence]
75:00
Speaker 1
And when I try to log into it, it's saying no internet. Yeah. That's true. Correct. I could. I was on a mobile hotspot earlier. For, so I can access my laptop. Yeah. How could I be able to access my laptop? Yeah. Go ahead. What, so what do I need to do next? Because like I said, I tried to connect to the the internet that I created and I put the password in, it went through.
76:00
Speaker 2
You are able to log in, but you are seeing that there is no internet stat, right? Okay. Can we try going back to connectivity? What do you mean your laptop was connected to a hotspot earlier? Okay, when you set up I'm sorry
76:00
Speaker 1
look at it it saying there's no internet and it says comma secured so it's like it's connected but it's there's no internet still no not anymore because it's just spinning because there's no internet it is blinking pink yeah how do i do what would you want me to do unplug it or
77:00
Speaker 2
Yeah, but when you went back to the interface, are you able to still log in to that particular interface, MyRouter.local, or not anymore? I see. What is the color of the light on the parent node right now? It is still blinking pink. Can we try to reboot your - I mean your parent node? Can we try to reboot it? Yes. unplug it from the power source. Wait up to - I mean wait from 10 seconds to 20 second
77:00
Speaker 1
Plug it back in.
78:00
Speaker 2
Yes, before you plug it back in, okay?
78:00
Speaker 1
Okay, it's blinking pink.
80:00
Speaker 2
Right. The boot up process will take only two minutes, that's the usual. But can we try waiting up to three minutes to see if the light on the current node will eventually turn to solid blue or not?
81:00
Speaker 1
I guess just let me know one that you you have the three minutes up or whatnot.
83:00
Speaker 1
no, because I don't have any Wi-Fi. I don't have I mean it's not connected to anything. The laptop's not connected to nothing. I mean I can I can. collect. Well, let me let me let me double check. let me let me go back. Hold on. I do see it there, yes. it's still there. I I'm sorry? I could try c
85:00
Speaker 2
okay but while it's being we're gonna ping um are you still able to access the web interface on your laptop or not anymore yeah so you were not able to connect to your new SSH ID is that right the newly created wi-fi but do you see that listed on the network list or not anymore okay can you try to connect your laptop to it please uh what you can do first is to can you try forgetting the network do you know how to forget the network on your laptop
85:00
Speaker 1
Do you want me to try connecting to it? Because it's not connected right now. So, okay. So it's just there. Hold on one second. So what's your question? I'm sorry. Your question is what again? I'm sorry. Okay. So, so I'm. Yes, I'm going to try to connect to it. Let me try that.
86:00
Speaker 2
Yes, yes please connect with these. Is your laptop connected to it? Yeah, I asked you to connect your laptop to the newly created Wi-Fi network. The one that you started earlier. When it asks you the SSID. Okay, go ahead.
86:00
Speaker 1
And it's just saying no internet secured. That's the only option I have right now. And I just type in my router.local correct? [silence]
87:00
Speaker 2
It's okay as long as you're connected to the newly created SS ID or Wi-Fi Please go back to the browser and try to see if you can access My router that local. Yes on the address bar and then hit enter.
87:00
Speaker 1
So then I go yeah that same thing comes up why am I getting this browser so you're going to scroll down to the bottom and hit continue alright and then it's asking about your connection is it private I can go to advanced and then continue okay so then I go back to that screen where it says active VL okay do I put admin again [silence]
88:00
Speaker 2
Uh yes. Go ahead. Yes. Go ahead. Yes, um, admin, correct. A-D-M-I-N. All in lowercase.
88:00
Speaker 1
on that screen. where it says smart Wi-Fi tools. Where do you want me to log in? So it looks like it kicked me off the internet. [silence] Or it just says no internet access. I'm sorry. Go ahead. Now, where do I need to go?
89:00
Speaker 2
Are you able to log it again? Right? That's fine, so you are able to
89:00
Speaker 1
Yes, I'm in. I'm on that smart Wi-Fi tool screen. Correct. Sure. [silence]
90:00
Speaker 2
Welcome, how may I help you today?
90:00
Speaker 1
I have a religious friend and it turns out that the atheists are more religious than, than her, so did she tell you if Diana's taking it or is she not taking it? I took it. So what do you need me to do? [silence] Yes.
91:00
Speaker 2
Hello Ricardo, thank you for patiently waiting. I apologize for the hold. Um by this time can we try to bypass your router and connect your desktop straight through the modem? Just to see if your if your desktop can really go online straight to the modem? Yeah, what we can do is try to bypass router, the one that is plugged into the modem. Can you replace this router with your laptop? Does your laptop have an ethernet port? Okay. Please bypass router and then hook up
93:00
Speaker 1
Okay. It does. Or hold on, it says, identify network internet access. Looks like it is, it looks like it's connected, yes. I do not. What do you mean? Like Windows? Yes.
94:00
Speaker 2
[silence] Connect your laptop straight to the modem. That means that you're going to replace the router with the laptop. Connect your laptop straight to the modem and check if your laptop can go online. [silence] It is? Can we do you know how to check the IP address of your laptop while it's wired to the modem? What is the operating system of your laptop? [silence] Yes, is it running on Windows?
94:00
Speaker 1
Where could I find that? I don't know. Yeah. Yeah. Okay. Winbur Is that what you said? Oh, Winver Okay, let me go back. I'm sorry. Winver Okay. Do I run command or What do I do? Run command? It's a Windows thing,
95:00
Speaker 2
Which Windows (7/10/11)? Oh, try to search that. Do you have a search bar on your laptop? Okay. Use that search field and type in there WinVer (W-I-N-V-E-R). Okay, run (r-u-n) command. WinVer, Windows version command.
95:00
Speaker 1
The video was automatically processed and no text was recognized. Please try with another video or contact support if the problem persists.
96:00
Speaker 2
Windows 11, okay. Do you know how to go to the settings on your laptop? When you click on the Windows icon on your laptop, go to settings. Yes. Under the settings, what do you see? [silence] Uh, can you go to Network and Internet? Yes. Under the settings. Yes. Okay. After going to Network and Internet, do you see?
96:00
Speaker 1
network network what are they called network I don't see that network and I don't see network and sharing center no it's the ethernet uh connected Wi-Fi arm when you also internet secured and that's it and then of course Wi-Fi and that's yes yes what do you need uh if I click on it is that what you're saying let me
97:00
Speaker 2
I don't see that. Okay. Under the network and internet what do you see? Oh, you see ethernet. Can you see more information under the ethernet? Okay. There should be something like properties or details or more information. Okay. Can you tell me the IP address? Yes, yes, is it clickable? Can you click on it? [silence]
97:00
Speaker 1
Okay, Ethereum. It just says connected. [silence] Um, oh yes, uh IP assignment. It just says automatic. [silence] Um, I don't know what you I mean, it says IP assignment, just says automatic DHCP. Uh DNS server assignment: automatic. [silence] Yeah, there's a IPV6 address.
98:00
Speaker 2
It's connected. Do you see any more information regarding the IP address? Yeah. Do you see the IP address? Do you have more information on that section? IP assignment, is that clickable? Do you see more information when you click on it? And do you have any other details after that?
98:00
Speaker 1
link local IPv6 address IPv DNS server IPv6 IPv4 address yes seven zero one one six four one two zero seven yes IP yes the IPv6 default gateway
99:00
Speaker 2
Do you see IPV4 address? How about IPV4? Uh, what is that? Can you dictate it to me, please? Do you mean it's 70.116.41.207? Okay. Other details, like IPV4 default gateway? Do you see that? [silence] No, I
99:00
Speaker 1
I don't I don't see that it doesn't have that. No. I do I see a IPv4 DNS servers but not a IPv what's that? Yeah there's two of them. Yeah. But there's nothing that says oh yeah it's 209.18.46.1. And then the next one is 209.25.164.80.
100:00
Speaker 2
I believe for default gateway, you have an option to explore or click some details. You only see that IPv4 address. you don't see IPv4 for default, I mean, gateway. [silence] I know what those are. IPv4 DNS servers, right? Yeah, what is the IPv4 for DNS servers? Can you read them to me, please?
100:00
Speaker 1
18 47 63 yeah it's it's C8 colon 53 colon 09 colon 1 2 colon 2 A colon
101:00
Speaker 2
Okay. How about physical address? Do you see any physical address? What is the physical address? What else? Um, C for Charlie and the number eight, right? Hello? Hello, are you still there? Hello.
101:00
Speaker 1
Do I have I'm sorry. Yes. Yes. Yes. Yes. Yes. It it's it's a 0 4 I mean 0 F, I'm sorry. So I take it off the laptop. [silence] Okay. I plugged it in, yeah.
102:00
Speaker 2
What is the next character of .2A? I did not get it earlier. Z. 0 F. All right, thank you. Now, um, we can unplug your laptop from the modem and then reconnect your. router from the LAN port of your modem to one of the ethernet ports on your router, okay? Yes. Take off the laptop and replace the the parent node that we've been trying to set up earlier.
103:00
Speaker 1
So I've plugged it in. So what do I need to do next? It's still blinking red. You want me to try to disconnect and reconnect? Or it's still connected, but it just ain't no internet.
105:00
Speaker 2
How's it going. That's fine. Are you able to access the web interface after you re plug the router? Can you try to see if your laptop is still connected to the newly created network? Okay, but what about the web interface? Is it
105:00
Speaker 1
[ silence ] [ silence ] no, it's still open the interface [ silence ] Yes, [ silence ] [ silence ] okay, so yeah, I'm in [ silence ] Yes [ silence ] Okay [ silence ]
106:00
Speaker 2
It's still open or not anymore? Oh, okay. Since it's still open, can you. Let's see if you can still navigate. it? Um, can you go to connectivity? Hello? Okay, so go to connectivity, please. And then go to Internet settings. Okay. Um, under the Internet settings, do you see in MAC address clone?
106:00
Speaker 1
Hold on, I want to check if it was are you it's if I have to delete it. 09 1 2 2a yeah zero f [silence]
107:00
Speaker 2
Okay, please check the enabled box. And then we will enter the MAC address that we're able to obtain earlier. Can you enter this Mac address? And that is, see for Charlie, number eight, five, three, zero, nine, okay. Yes, it's C853091228f for Apple. For Apple, yeah. And then 0F for Frank.
107:00
Speaker 1
Okay. Apply. Apply. Okay. Okay. Your router is applying changes. Do I hit okay? Should I just hit okay on it. Okay. Yes it went back to the connectivity page. [silence]
108:00
Speaker 2
Right, and then hit on the apply button Okay Yes, please, go ahead Yes Are you able to go back to the same page after you hit okay Okay, can you check the network
108:00
Speaker 1
network status internet um i mean my the router's still pink so so blinking pink so i don't know okay yes yes yes i do see the network side it says no internet connection.
109:00
Speaker 2
I'm still is still still internet still no internet [silence] what do you see Um can you go back to the home page close the collectivity [silence] page by hitting okay? [silence] Are you able to [silence] still get that page? Okay. When you close the Collective page, do you see the network status? Um anything? What's the status? Is it connected or is it still not connected? Still no internet. Right. Um, can you click on Troubleshooting please?
109:00
Speaker 1
Yes. Okay. Okay. trying to connect to IPv4 yes? No. [silence]
110:00
Speaker 2
And then go to report. Can you tell me if you can see any internet connection IPV4? [silence] Do you have any values on the internet address or not? [silence] Okay. Yeah, I believe we've been we've been um, setting up your router over an hour. Um, like I mentioned earlier, um, this paid service is only limited for an hour, but
110:00
Speaker 1
Oh, what was that? I'm sorry. I mean, uh, so what's gonna happen next? Okay. [silence]
111:00
Speaker 2
since we have not be solved your concern yet after over an hour. The space service is only limit to an hour but we still want to help you out further so what what I can do at my end is to forward your ticket to our help two technician to provide you further troubleshooting steps okay? Okay so what will happen is that after I forward your ticket to them you will be contacted by them within the next 30 minutes
111:00
Speaker 1
Okay. One second. All right, go ahead. Go ahead. So, what was it again? [silence] But what was it? Start over again. Okay. [silence] Okay. Three, two, two, one, four. Okay. [silence] Okay. Thank you. Bye.
112:00
Speaker 2
Yes, it's L for Laura, T for Tom, S for Sam, LTS00132214. Right, okay, thank you again for your time and we apologize for the inconvenience for more details about our products and services, feel free to visit our website, which is ripped triple w.com/support and please wait for the callback of our Alta technicians, I'll be forwarding your ticket to them so that you will be contacted within the next 30 minutes to an hour, okay? Okay. All right, goodbye.
113:00