Speaker 1
Oh, hello. I'm looking for help with logging into my Linksys router, please. I've got three, one base station, and then two nodes they're the model number MX6200, which I bought as a three pack. Yep. The main node serial number is 58W, 1 0 M 4 mother 21 E for echo.
00:00
Speaker 2
welcome to link. To assure quality service, your call may be monitored. Please, please remain on the line for assistance. I thank you for calling Linksys. My name is Josh. How may I assist you today? Mm-hmm. And how many Linksys routers do you have, sir? I got that one. Sir? Uh, before we proceed, may I have the serial number of this main node? [silence]
00:00
Speaker 1
0 0 4 0 4. that is correct. Aiden Cosgrave? yes. first name. A I D A N. November. A alpha. Indigo delta alpha. November. Cosgrave is Charlie Oscar Sierra Golf. Romeo alpha. Victor echo. Cosgrave. I don't know. probably the one I've got registered.
01:00
Speaker 2
Thank you so much for that, sir. So, let me again verify the serial number. So, it's 58W for whiskey, 10M for Mary, 21 E for echo 00404. Is that correct? [silence] Thank you so much for confirming. And may I have your first and last name? Uh-huh. Can you spell out your first and last name, sir? [silence] Thank you so much for that one. And what about your email address? [silence]
01:00
Speaker 1
Yes, it's SC0077@Google mail.com. [silence] Yeah. Because I'm trying to disable the 5G network, which I can only do in the online interface. I can't do it within the app because I'm trying to add some devices and the only way I can add them to Apple Home is by disabling the 5G network temporarily. And I've been able to do it before, but [silence]
02:00
Speaker 2
And just to confirm sorry just to make sure that I got your email address correctly, can you spell out? Yeah can you spell out your email address? Thank you. And last thing, sir, who's your internet service provider? Virgin. All right, all right, so going back to the issue just to confirm you want to log end into the web user interface of the router. Correct? Mhm.
02:00
Speaker 1
This time when I try and log in to 192.168.1.1. Um, it just comes up with a password box and when I put the password in, it doesn't recognize it, whereas I would have expected the interface where you get an email address and password. And when I put the password in, it just doesn't work. So then I'll try to reset it, but when I click reset, it gives me a pop-up saying unexpected error 2298. We encountered an error, please visit our technical support site. And when I visit the technical support site, I'm doing everything I'm supposed to, but I don't see the the web interface um that the LinkSys pages show you that I should see. I just see a a password box and it doesn't recognize the password and it doesn't allow me to reset it. I have logged in successfully one before last year sometime, but today and yesterday I've just not been able to.
03:00
Speaker 1
Thank you. Yeah, I'm connected hardwired by internet to the, you know, the Wide Area Network port, the top port on the back of the Linksys base station. Yeah. Yeah, I'll close the go on, I'll close the old tabs. Let's start again. Yeah. Far away. Yeah. Yeah. Yeah. Yeah. Yeah. [silence]
04:00
Speaker 2
I'm assuming your computer or laptop is still connected to the mesh network. Correct. Hmm. That's great, that's great to know. So let's try to access the web user interface of the system using this URL. So on your computer, uh kindly open a new browser or just open a new tab. uh and in the hmm all right so in the address bar kindly type in HTTP colon double forward slash myrouter.local forward slash [silence].
04:00
Speaker 1
Yes.[silence] Yeah.[silence] Yeah.[silence] Yes.[silence] index I-N-D-E-X. Yep. [Silence] HTML. That's a new one to me.
05:00
Speaker 2
ui like, Umbrella, India, um, it's another.com, forward slash, then, local, forward slash dynamic, forward slash index.html sir, S I N. That's correct. And then html. Uhuh, and then press enter. And are *and already on the screen, asking you to download or install the linux app.
05:00
Speaker 1
I click sign in. This is the page that I've been getting previously. No, I've got it saved. Okay. Let me just look at it in my password vault on my phone. that's where I keep it. I don't want to type it from memory. Right, here we go. Let's try this now. Um, unfortunately I can't reveal the password. So I'm hoping I've typed it in correctly. Uh, it's wanting me to save the password and I'm going to have to say that I'm waiting. No, it's just come back to the the sign in screen. It's pre-filled with my dots for the password but it didn't do anything. It just come back to that page.
06:00
Speaker 2
All right. So, OK. Got that one, sir. So let's try again to - Oh, by the way, have you forgotten your your router password? Let's try to enter your router password, sir, to log in.
06:00
Speaker 1
Yep, so I click on the link that says reset password shall I. Okay. Enter the recovery key. Which is three five nine eight one three five nine eight one three five nine eight one. Yep. Submit. It popped up with waiting but it's just come back to the enter recovery key screen, we try submitting it again. No it did. Yes, I am. Yes. Yeah. It's doing something now. Uh it's come back to it's come to a page create a new admin password and hint. So this is where I got, this is where I got to before but I [silence]
07:00
Speaker 2
Oh, let's try this one. Can we try to reset the router password instead? Yes, sir. That's correct. And then enter the yes from the parent node. and make sure sir to use the recovery key coming from the parent node. That's great. Uh-huh. Can you create a Yes. Can I create a
07:00
Speaker 1
I typed the same password as before, but maybe I should change it to a different one. It's so helpful that it doesn't actually show you what you're typing, but anyway, let's hope that I type what I think I've typed. No, it's come back to this unexpected error. 2298: You have encountered an unexpected error. If the issue continues, please visit technical support. This is where I got to previously. Should I just reset the base station because I've been going round in this circle for the last 24 hours? No.
08:00
Speaker 2
Yeah, let's try. This one. And again, sir, make sure the new password meets the requirements. I see. I understand, sir. And have you already rebooted the main node, like the parent node? Before we reset this parent node, sir.
08:00
Speaker 1
Okay, so I don't turn it off or press the reset button. I just pull the plug out the back of the node. Yeah, I think, okay. I think to remember about, I don't know, a year or 18 months ago, I had problems with this and we went through first-line level technical support, second-line technical support, and in the end, we just reset everything and it sorted it out, so I don't know if we're at that stage yet, but it would have been a lot quicker last time, it was multiple phone calls many, I shouldn't, just tried resetting everything. Yeah. Here's plug back in. [silence]
09:00
Speaker 2
if yeah, you may now replug the power cord. Thank you and let's wait for the light on this parent node to turn back to solid white. Thank you. [silence]
10:00
Speaker 1
it's still blue, blinking, slowly, so I give just another few, a little bit longer.
11:00
Speaker 2
Uh-huh. Got it, sir. Yeah, don't worry, sir. A flashing blue indicates that the node is still booting up. So, rest assured that the light on this parent will turn back to solid white. Uh-huh. And just to confirm, sir, have you tried accessing the web user interface using a different browser as well? Uh, different? Yeah, different browsers. Mhm. Mhm. Mhm. Got this one, sir. [silence]
11:00
Speaker 1
Yes, that's correct. And different methods, ethernet and Wi-Fi. It's gone to red now. [silence] Still solid red.
12:00
Speaker 2
it's it's it dark devices. mm-hmm, that's fine. [silence]
12:00
Speaker 1
Sure. [ silence ] Her hair is gone. It's just turned white. Yes.
13:00
Speaker 2
Let's wait for another thirty seconds or a minute, and hopefully, the light on the, on the front, no, thank you. Mm-hmm. Hi, sir, has the light on the parent node already gone to solid white? Okay, great. So, [silence]
13:00
Speaker 1
Yes, I'm ready. Yeah. Yep. Should I start a new browser session? Should I close the browser, start again? Okay, I'm just starting Chrome. Yeah. Right. Yep. Yep. http: // my router...
14:00
Speaker 1
It's just loading so it's taking a while. So it's waiting. It's going around in circles. But it's, the URL has changed now to automatically changed to myrouter.info/ui/1.0.1.2437/dynamic/login.html#m And it's come up with a sign in page with just the root. Or password. Box, prompting me to sign in to access develop. Okay. And it's Blank. 259. 81. Just waiting and then right.
15:00
Speaker 2
on the are you back on the warning page or and then enter the five digits recovery key coming from the parent note. [silence]
15:00
Speaker 1
I'm on the page for three five nine eight one. Yep. It says reset admin password. Yeah. Submit. Yeah. Just waiting. Right. I'm on the page now that says create a new admin password and hint. Yeah. Yes. Yes. Yes.
16:00
Speaker 2
Sorry, sir. Uh, uh, yeah, are... Sorry, sir. Just to confirm, are you on the screen asking you to create a router password? Uh-huh. So, yeah, probably Click 'Submit' or Reset and then just let me know once you are back on the... Uh-huh. All right. For the router password, let's try this one. So, this is just a recommendation or for isolation purposes. So, let's try the 'Linksys', the word 'Linksys'. However, the L should be Capital like on Uppercase. Uh-huh. Then type after 'Linksys', type in 123456789.
16:00
Speaker 1
click Reset. yeah, yeah, I believe I've typed, but, um, helpfully it doesn't show you what you've typed. so, hopefully, I hit the right keys. Uh, link, actually Windows is allowing me to see. I think, there's one, two of you who have had 789 exclamation mark. Yes, I'm just going to save that. My, oh, that's all right, I'm in now. Yeah, why is that? I remember this from a year and a half ago. What, what does that do? What, what's the point of that tiny little,
17:00
Speaker 2
Uh-huh. And then ex... Uh not yet sir, kind of click, uh then insert exclamation mark. Yeah, so your new password is linkus with the upper uh upper case L then 105789, then exclamation mark. So then press reset. Mhm. That's great to know sir. So, if you want to turn off the 5 gigahertz band, first click CA, the one that sorry the tiny word CA and it is located on the bottom right corner. I. Yes sir.
17:00
Speaker 1
Right. I, uh, I, okay, right. Oh, okay, right, because, yeah, I remember that, when I was, had, troubleshooting, you know, help, with Helpis4, but, last time I was able to turn off the WiFi, just, I think in WiFi settings, but, well, not the WiFi, I changed off the band, but, right, uh, I clicked on CA, waiting, here we go. So, uh, mmm, was it, Mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm, mmm.
18:00
Speaker 2
set your expectation, CA stands for complete access. So that's the reason why, we can only, uh, change the wifi name, or, sorry, that to separate the bands or turn off the network on the web user interface because of that tiny word called complete access. So once you click that CA, sir, the web user interface will reload, but it will, sorry, all the advanced uh settings on the page will be enabled. So that's the reason why we always recommend clicking CA first before changing any settings on the web user interface. Yes. Yes. Yeah.
18:00
Speaker 1
well, still waiting, right, I'm on that page and then I can, yeah. Yeah, there it is. I got other five and six, so I can turn off both of those. Click Apply. Disabling, yeah, I will disable Guest access. That's fine. Your router is applying the changes. Click OK. Might take a few minutes. mm-hmm. Yes, it is. Yeah. because I just, I'm just trying to add some smart plugs to the to the Apple Home and you, you have to turn, yeah. Yeah. And there is and I'm now on the add devices on an Apple Home. I click and now just waiting for it to find it.
19:00
Speaker 2
uh-huh. And then, uh um. Yeah, sir. So, so however, sir, instead this by the way this is just for temporary. Like temporarily correct? yeah. So because actually uh uh.
19:00
Speaker 1
Off the 5 gig to isolate the 2.4 gig so that's just temporary. I'll I'll be turning it back on once I've been able to add these devices. Yes, great. And then I can easily reset that again to something else if I wish. Thank you so much. It's great, it's great to have a provider who has great customer support telephone support. So, thank you very much. Indeed.
20:00
Speaker 2
I understand sir all right. So yeah. So again, sir, if you want to access the web user interface, make sure it's the http://myrouter.info, and again your router password is the one that we created earlier. mm-hmm. Yeah. Sir, that's correct. And if you need further assistance in the future, just feel free to give us a call and we're assured that we are always happy here to assist you. You're most welcome, sir. And mm-hmm. Thank you so much for your appreciation, sir. And again, I appreciate your patience and cooperation and hey, it was totally a team effort. So we did a great team. So I believe thank you once again. And hey, have yourself a wonderful day ahead and do have a really, really good evening sir. Mm-hmm. You have a great evening, too. Thank you. Bye. Bye.
20:00
Speaker 1
Yeah, brilliant. Okay. Thanks a lot for your help. I know what to do next time before I call. Thanks a lot. I am now. That's all for now. Thank you. You too. Thanks a lot. Bye-bye.
21:00
Speaker 2
rebooting the parent node did the trick for this one you got it sir you're most welcome sir and I assume we are all set for now correct got it sir and again thank you so much for calling thanks you have a great day bye for now sir
21:00