Speaker 2
Welcome to linked 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. Hi, thank you for calling Linksys technical support. This is Rio.
00:00
Speaker 1
Hi, this is Bill and I'm trying to reset up my system. It's been working fine and it went down the other day and it wouldn't take any of my passwords, it wouldn't let me log into anything onto the Wi-Fi. so I came up and basically trying to start from scratch. but now when I'm going through the setup, it will not let me set up. it won't find my nodes. I've got everything right here by me. I'm about to pull all my hair out. Uh no, I'm using my cell phone. [silence]
01:00
Speaker 2
how can I assist you today? Oh I do apologize for you to experience this issue. sorry just to confirm by the way uh what are you using to set up the whole notes? are you using a linux app? uh yes in the cell phone are you using
01:00
Speaker 1
I was using the winksy app. This is 2 0 N 1 0 C, as in Kat, 6 b, as in boy, 7 0 9 1.
02:00
Speaker 2
linksys app or linksys web and interface okay all right now just set before expectation the linksys app can no longer uh set up or can no longer you can no longer use the app in setting up devices you can only use the app if you wanted to view uh the nodes or rename your SSID and password so right now uh you can only use the 5-press pairing method that's the quickest way to add all the notes or use the web site can you confirm to me what's the serial number for your linksys node please [silence]
02:00
Speaker 1
eight, zero. I have the three nodes. [silence] Yes. Three total. Yes, it is. Cross-examining attorney William McMasters M-C-M-A-S-T-E-R-S. Clinching attorney Billy P McMasters B-I-L-L-Y P as in Paul.
03:00
Speaker 2
How many, uh, total of, like, the devices do you have? Only 30 or so, all total? Okay, all right. And, is this the first time you called Linksys? Okay, let me create, um, a record for you, before we proceed and troubleshoot your device. What is your first name and last name? About email address?
03:00
Speaker 1
[silence] Billy PM CM Asteris at gmail. [silence] Billy PM CM Asteris. B-I-L-L-Y P CM Asteris. [silence] Yeah. [silence] at gmail. Uh it's uh Xfinity Comcast Xfinity. sure I've been at it for an hour and a half so I'll give you the long as you need.
04:00
Speaker 2
uh, it's Tilyutmahmars, is that correct? okay, got it. uh, yoh.com, email. okay. and lastly sir, who's your internet server provider? all right. can you give me just three minutes to just fill in everything first in the system. Thank you. Thank you so much sir. uh, sir just to check since you're still waiting for me.
04:00
Speaker 1
I'm sorry, the what? Uh, I've got, well, two, the, the one that is wired that I've got wired in, that one is showing blue or purple purple blue. Uh, yeah, it's still, uh, it's really dark. It's not, it's not, it's blue. That one's blue, but the other two are currently read. They were blue and then they turned red. Okay. So if the device is Nothing turned off? No. Uh,
05:00
Speaker 2
What's the light indicator at the top of all of your three nodes? What's the light showing at the top of your nodes? [silence] Purple or blue? Okay, so if the device that you have there, that's the parent node, wired, if the parent node is solid blue, it means it does have an internet. Now, if the device is solid purple, it's in a setup mode. Have you tried to check if you have internet for the parent node?
05:00
Speaker 1
No, I haven't. I haven't. I've been just trying to get everything to connect. I'm not nothing's showing up yet. I mean, I have the internet is here. Try to try to look on my phone. Okay. Let's see. Hang on. I'm uh All I'm coming up under my Wi-Fi settings is Velop setup AD2 and it's saying incorrect password. And then I'm getting a Velop setup B98 and that's what's on my on the bottom of my my first node. And it says incorrect password. Uh and but and I'm getting my I'm getting my Motorola, but not not any of my Link C any of that.
06:00
Speaker 2
Mm-hmm. Okay, try to go I'm trying to go to settings. Mm-hmm. Yeah, try to go to settings, Wi-Fi settings and check if there is a Wi-Fi name showing. Mm-hmm. So at the beginning,
06:00
Speaker 1
It's like there's nothing. It's like it's not here at all. Okay. So wait what. No, there's no, it's not coming out. No. Uh, at the bottom of that device, the you mean the like password or the name? The Nick the name on the bottom of that is my man I wrote it down because I can't see that well. Uh, that one is Q200KBMWEI. And then there's a well, I had it.
07:00
Speaker 2
OK. OK. So for the the one the parent node that shows there. You see it's WiFi name? All right. Now, see for the WiFi name of the parent node it's indicated at the bottom of its device. Can you try to check for me? [silence] The name, what's the name showing there in the parent node? That's the name, sir, of the WiFi.
07:00
Speaker 1
I had it named Anastasia, but that that's not coming up. Okay, that's a, that's fine. So how do I, how do I get back to just reloading all back on and changing the password and all that? That's what I'm trying to do. parent. Uh, uh, uh, yeah, the the internet is coming in. That, that much I do know cuz I'm looking at what's coming up is uh, my my motorola. Uh, that. Uh, no. I'm, let me see. I'm. [silence]
08:00
Speaker 2
Oh. Okay. Yes, sir. There if you've reset the whole system if you if you reset the parent node the router settings will be deleted including the Wi-Fi name and password. So, it will be back to default. [silence] text first what's the Wi-Fi name of the parent node because we're trying to isolate if you have already an internet because you mentioned that it's blue light. Sir, we're checking if you have an internet with your parent node. That's what we're checking right now.
08:00
Speaker 1
it's Anastasia, but it's not coming up I mean it's not when it searches for it it's not on the on the bottom Okay, I'm working my way right to that. I'm sorry. I just had back surgery. Let's see here on the bottom of this thing, it says, Y name. Okay, the name is dash Velop set up BDA. So that is that is coming up on my thing, but it won't take. well take it. Is this password the same? And that's the password. correct. All right. Okay. So when I all right, let me
09:00
Speaker 2
[silence] what's the Wi-Fi name? [silence] The password is also indicated at the bottom of the device below the Wi-Fi name. So, that's the one that you need to put. Well, you might misspelled it, sir. We cannot set up your whole system unless you can connect to that Linksys Wi-Fi. [silence]
09:00
Speaker 1
So it's, when it says, available networks, this one is not showing up. My no, my, oh, the the parent node, as you call it, is, the name, is VLopset up BDA. That is not coming up. I got a VLopset up AD2, and a VLopset up B, nine, eight. But, no. Now I'm getting something that says home. I don't know who who or what that is. Correct, it is not.
11:00
Speaker 2
You can just check there show available network. That's all that you need to do. Do not add any network. The B DA.[silence] So the B DA is not showing in the list of your Wi-Fi. And then it shows solid blue in your end there.
11:00
Speaker 1
It shows what. Correct it is blue. It is very blue. Not purple, blue. How long have you been? I've been using these notes for a year or so or since I've had them everything's been just fine. And then one of them the other day I just kind of lost connection and then it wouldn't let me, it wouldn't take my password. Same password I've used over and over and over again. It wouldn't let me log in.
12:00
Speaker 2
The light of the parent node is blue. Is dark too--is that correct? Blue or purple? How long have you been using this node, sir? Uh. Wow. Uh. Now. Okay. Great. Now I've checked here, sir. If the device stays solid blue, it means that it might be defective. So what we can do here is you can try to unplug the main node and then try to replug it. If it will provide you a different light...
12:00
Speaker 1
all right, let me grab one of the other nodes and I will do that. okay, I'm stopping nodes. okay. see, in plugged in, okay. so I'm actually immediately getting blue on on that one, on the new node. and this this it it is blue. when I unplugged it, it it was one of the ones that was red. I brought it over here. I plugged it in and it is blue. it's kind of,
13:00
Speaker 2
It just stays blue.
13:00
Speaker 1
Yeah, it's kind of - I guess it's kind of flashing blue. It's kind of dimming and blue, dimming, blue. Looks like it's. Yeah, this is the one that I switched to apparent node correct. And this is the Velop setup B98. You told me to disconnect the parent node and put one of the other nodes in its place, did you not? Okay. Okay. I - sorry misunderstood you. So, here we go. We're back in. We're resetting. OK. So it is currently, it too is blue, kind of flashing blue. It's dinging. It's blue. It's dinging. It's blue. It's not staying quite solid yet. Dimming, blue, dimming, blue. Still dinging. Still doing the same thing. It's kind of the blue. but it keeps dimming and then blue, dimming then blue. uh it's yes. it's it's it's bright blue and then it kind of fades a little and then it turns bright blue again. then it fades a little uh just like that. fade blue fade blue fade. so it's just kind of. good. Well, I didn't do anything yet and it just turned red. I didn't even. Okay, I didn't even. Okay, I didn't even touch it yet and then it went, but I will. I am pressing the red button. Okay, red button.
14:00
Speaker 2
so still the parent node just stays blue blinking blue? Not other color. Okay, can you try sir to hold and press the reset button of the parent node for 30 seconds try again to hold. again tries to reset, sir.
16:00
Speaker 1
Okay, it is, [ silence ] it is solid blue. [ silence ] So it's solid. Yeah, it is solid. Yeah, it's uh now it's now it's going back to that blue and fading in and out. And blue Dark blue, dark blue. It's still flashing back and forth, it's blue and then it keeps fading. Okay. okay now it just turned red but right before it turned red it is let's see that's BDA right I'm sorry BDA it is showing up on my phone now as an available network but it turned red I don't know what I'm not sure why red but uh the other nodes they're probably about four four or five feet from me the one I have I I'll put go ahead uh I can get them as close as possible I don't
17:00
Speaker 2
Okay. So for your other nodes, sir, where are they right now for your child notes? Okay, can you tree-- go ahead. Can you try to move all of your nodes at least three feet from the parent nodes?
19:00
Speaker 1
I'm sorry I, I had back surgery and I'm I'm moving. I don't move real fast. Uh that's that's maybe four foot, but that's the best that one's going to get. I might get a little closer. And this one, I don't know if that one is as close as that one. Let me take this one. I Hang on. A Okay, so the only one that is showing up at the moment on is the V-lops set up BDA. And it says it's connected, although I've got a red light. The others are both red light. Um, not quite three feet, they're about four feet, but that's pretty much about the way I've always, when I had to set them up before, that's where they were. Now, one of them is flashing blue. That's the one that's the furthest away. That one's that one's blue. One of, one of the other nodes is blue. The one is red and the, the main one or the the main node is still red. okay. the parent node. all right. all right. the parent node and the one that was red is three feet away. now the other one is also red. and at the moment I just cannot get it that close to it. I just don't have that option at the moment. I can't bend over to get it. uh, so let's just yeah, let's just turn it off and we'll worry about that later. if I can get these if I can get it up, I can add the other node and I'm not worried about that.
20:00
Speaker 2
Oh, okay, if by chance you can unplug that last node there, you turn it off.
22:00
Speaker 1
Okay. So I got two nodes. I got the parent node. and the other one, it is literally three feet from the other one. And that is stretching the cord as far as it's going to go. Okay. Back down here. Hold on. This is killing me. I shouldn't be doing this. All right. Setting the reset mode. Mode. Okay. So, now I'm looking at [silence]
23:00
Speaker 2
THE CHILD NOW, SIR. KINDLY RESET THE CHILD NOW. HOLD AND PRESS THE RESET BUTTON FOR 30 SECONDS. [silence]
23:00
Speaker 1
Looks like bright blue. And it's saying, set up BDA connected. And now it's not showing that one again. It was showing it and now it's not. I got a blue solid blue light. Now, now it's fading back and forth again. And I had a solid blue light. No. I held it. Okay. Okay. I've got, I've got a red light. Flashing, dimming, flashing, dimming.
24:00
Speaker 2
Are you still holding the reset button of the child node? Try to hold and press again, sir. Try to hold and press the reset button up until the device will not turn or will not show solid soup. It should have a red light.
24:00
Speaker 1
gone, bright red, flash off, nothing, nothing, now it's coming on solid blue, should I let go of the button? Yeah. Okay, it's showing solid blue at the moment. Okay, well, I haven't gotten purple pink orange or fenta. I'm going straight back to blue. And of course, it's no,
25:00
Speaker 2
Yeah, you can now let go. It is supposed to be the correct light that will show if ever that you are going to reset your node. It should be purple:, pink, or magenta, that is the correct light., meaning it is ready to set up.
25:00
Speaker 1
longer well. There it is. It's coming back up. No, that's a G-A-D-2. I don't know what that. So it's it's doing the blue, it's bright blue, dark blue, bright blue, dark blue, bright blue, dark blue. Okay.
26:00
Speaker 2
Alright, let's just give some time for let's just give some time for the node because. [silence] Just to set proper expectations here, [silence] your node is part of our old node, meaning to say that we no longer manufacture this device and aside from that, this device has already been out of warranty. Now, we no longer have any firmware updates for your node, so that's why it's really having a hard time connecting back to your network again. That's why it's having an issue right now when we're trying to reset, supposed to be this that is the correct light indicator, but then if it's red or bright. [silence]
26:00
Speaker 1
[silence] Okay, well, but the other node is still solid red. And this one is red now, but the main load or node is red and so is the other one. Correct. Correct. Yes, and it's it's it's it's three foot away if that.
27:00
Speaker 2
Okay. We're gonna try to add this. this child. Hmm. Okay. Could you advise your nodes? Hmm. Uh. Could you add your notes? However, just as a proper expectation, if your notes will say solid blue even if you reset it multiple times um again, that might conclude that the device is already defective and you need to change it. But we'll wait for your other note. So we only have two nodes turned on, right? Uh. Uh. The parent node is solid red. The child node is solid red, correct? Hmm. Okay. Okay. We have two options only to add the nodes. One is to do the quickest method, the five-press method and number for. Hmm.
27:00
Speaker 1
Okay. Okay. Done? No, I did. Five times, not real fast. I got a yellow. It's bright yellow. And Still bright yellow.
28:00
Speaker 2
number two is using the web interface we're gonna do the five press method and we go to the parent node, sir So in the parent node, kindly press the reset button five times Not too fast Did you press the reset button? Not too fast Now, how was the parent node? Okay, all right So, give it some time. Give it at least seven minutes A device should [silence]
28:00
Speaker 1
Okay. Uh just just one I just have the one from the modem. Uh there's there's two. There's this one and then I have one that runs to a different modem. Uh my son uses a different modem just out out in the shop. No no only one internet cable. But there's there's another ethernet going out to uh a different modem.
29:00
Speaker 2
in solid blue after that. By the way, just to check the physical connection of your note. How many ethernet cable connected at the back of the parent note? [silence] okay. All right, good. How about in the modem? How many ethernet cable connected? [silence] uh, there is two ethernet cable connected to your modem.
29:00
Speaker 1
Okay, I'm got green now showing. Yeah, it's solid. Solid green. Oh, it is it is now flashing red where it was solid, now it's flashing. And I'm getting available network, VL op, set up BDA. Now I'm green, yeah, I'm still green. On the parent node, flashing on the other node.
30:00
Speaker 2
I could give it some time.
30:00
Speaker 1
Still green, still flashing on. Okay. That, yeah. The child node is still flashing red, kind of a slow flash, and the other is just solid green.
31:00
Speaker 2
Wait for the child not to turn solid green as well, sir.
31:00
Speaker 1
Okay, the, they're both green now. The parent, the parent and the child, I guess that's what you call it, are both green. Now, now the child just, I'm sorry, the child, the parent is green and now the child just turned solid red. Okay. Okay. It's green again. Both of them are green. I'm sorry, I didn't understand. Yeah, I do have that Link OS app. Yes.
32:00
Speaker 2
MM. Okay. Give it some time. It will turn solid green. All right. You happen to have a link to Zapster, right? Do you have a link to Zapster? [silence]
32:00
Speaker 1
I, I'm sorry. I'm not the greatest at all this stuff. Um, um, let's see, I've got it here though. Uh, okay uh where's the app go? App go? where it is? AirSync, Blink sees, oops, something went wrong close okay. Uh, when I'm opening, oh, now it's going to make make me log in again. Oh, OK. Log in, router password, looking for routers on your new on your network. [silence] I, I'm sorry. I'm not the greatest at all this stuff. Um, um, let's see, I've got it here though. Uh, okay uh where's the app go? App go? where it is? AirSync, Blink sees, oops, something went wrong close okay. Uh, when I'm opening, oh, now it's going to make make me log in again. Oh, OK. Log in, router password, looking for routers on your new on your network.
33:00
Speaker 2
When you try to open your links, your password and email won't work.
33:00
Speaker 1
Okay, and it's looking for him and it says go to my go to my settings. Settings. Settings. Settings. Settings. Settings, and I'm there, and now I have my router. So it wants me to click on my my motor router or the V lap set up BDA. Okay. That's what? Okay. Just make sure. Now it's saying connected. And and I've got green. I still have I have solid green on both of them now. Yeah, what does it tell you in the app? Uh, it just in the app. Let me get back to the app here because it told me to connect and that's what I did. now it's wanting my router password. [silence]
34:00
Speaker 2
Next. Develop. Develop startup mediator. And then what is it shows now in the page? Yeah. What does it shows in the after tell me? [silence]
34:00
Speaker 1
as in, as in the, as in my, now it wants me to log in again. The router as in the motorola or the link seat? Okay, okay, okay, it's want me to agree to terms and conditions and see now it's trying to connect my modem to the source. It's connected. Next. And the light is solid, but it's green and it's checking out. It's not, it says it's connected to the internet. Okay. Name your Wi-Fi. Am I? Pick something. Okay. If I can,
35:00
Speaker 2
put the router password here to log in, links is, link sys is the links is app.
35:00
Speaker 1
And create a new password, correct. Uh, let's see. Uh, uh, let's, sorry. Here it's big thumbs. Sorry. Okay. Continue. Now it's wanting me to log in. So I won't this I touch it. It doesn't do it really? PE McMasters. Now, this is going to be the same password or is this I login for the app password. [silence] [silence] it it it asks for my email and then it's saying pass it says log in and it says email address and then pass word so the the one I just created [silence] uhuh I'll skip for now.
36:00
Speaker 2
What I'm sorry, what does it shows there in your end? Skip sir, skip. No you don't need to create anything Just skip that option.
37:00