Speaker 1
uh yes uh my name is michael mill um how do you want to clear security for me please well the problem is my i i got a linksys app which i've been trying to get into um but i failed with the password several times and i've been locked out so i will want to be allowed access back into my linksys app because i have various problems with with link sys at the moment yes [silence]
00:00
Speaker 2
Welcome to Lynxess support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Lynxess. This is May. How can I help you? Okay. Um can you be specific? What system are talking about? Uh is it like your uh, cafeie mm-hmm okay. Uh am I talking to Michael Mills right now? [silence]
00:00
Speaker 1
Oh, that explains it. So what do I do? Well, I don't know whether that's what it was or not. I've got I've got two Linksys towers, um, and I got a lot of problems with them. And I wanted to go to the app to try and figure out what to do. So, you say the app doesn't work anymore?
01:00
Speaker 2
Okay. And I, are you, are, if you, if you're still calling for the same device WHW03, uh, just to let you know, the Linksys app is no longer compatible with it. You cannot log in anymore using your account. The cloud access... Yeah. So if you want to access the setting, you need to log in locally instead. Using a computer, you can access the settings locally. Do you want me to uh, walk you through how to do that? [silence] Oh, okay. Mhm. If that's the case, then Michael, there's another way to connect those two extenders without using the app. It will [silence]
01:00
Speaker 1
Okay, I'm getting I'm getting lost, I'm getting lost now, okay, I'm getting lost. When you say node, do you mean the tower? the same thing, yes? Okay, all right. Okay, so tell me, what what do I do that? I go to the the main node, yes? All right, so what does that mean? I I take the tower from the the um, I call it the the child node. What do you call it child and parent or something different?
02:00
Speaker 2
all you need to do is to transfer those right beside the main node for the meantime. Just power it on within 5 uh feet from the main node. If you want to uh I can help you right now. Yeah. Nodes, we call it nodes. The pair of tower that you have. Yes. uh not the main node, but those extenders or nodes that are not connected anymore, Michael. You have to relocate it right beside the main node.
02:00
Speaker 2
Yeah, correct. Child nodes and parent nodes. Yes, please. Those that are offline. You need to power it on. Do you have enough outlet? Okay. Just take your time. I'll just stay on the line while you're doing that. Extenders, right? Uh-huh. Uh, okay. If that's the case, I'll be happy to send you an email. That email contains instructions on how you can reconnect those nodes. uh, how about that? Uh, uh, I will. Uh, is that
03:00
Speaker 1
correct yes yes but but yeah okay thank you but just so so I'm clear if I if I take the child node to the parent node are you can you give me instructions how to pair them together is that the point [silence] yeah I've done that already
04:00
Speaker 2
Is this still your active email, that's your complete last name dot M for Mike H for hotel at gmail.com. Is that correct? Okay. So yeah, I'll just send instructions then via email, Michael. It's like this. You need to reallocate those to, it is difficult to understand, because for the main one to connect all at the same time. So those extenders should be on set up mode. Uh like you need to reset each of the extender back to default settings. Once they're ready to pair up, you need to go to the main node, the one that is working fine. We called it parent node and press its reset button as well, but it's going to be five times. Press release, press. 1 So probably the child nodes are not on set up mode when you did that because those extenders should have a solid purple or pink light on top, meaning they're ready to be paired up. So once they're already, no. Uh-huh. Okay. So, yeah. Right. So it needs to be a closer to the main node within five feet max for the child to pair. Okay, good. And the light indicator was purple during that time uh when you did the five press reset. Was it purple or solid pink? Okay. And after it, did it flash the child or it just did pink purple.
04:00
Speaker 1
Node, finally, were paired together successfully. However, however, I then took, I switched them around. So the child node, the old child node became the new parent node. And I took the parent node to where the child node had been located elsewhere in the house. And then I had the same problem because it would not pick up a signal. So originally the problem was the child node would not pick up a signal even though it had had a signal for the last three years. No problem at all. And suddenly this morning, it didn't, right? So I then took the child node to where the parent node was. Finally, I managed to sync them together, to pair them together. I then took the old parent node, I switched them. So the child node became the parent node, and I took the old parent node to where the child node had been initially. When I did that, then the, the new [silence] Child node would not pick up the signal. It had picked it up when it was 18 in away to the new parent. But when I went to the uh to the location of the original child position, um, the new child node did not pick up the signal. Even though the whole system has worked for three for three years. think. Think. Yes. Correct. Yes. Yes. [silence]
06:00
Speaker 2
Since it did not pick up the signal, what was the light status of that particular child node? What's the light on top? Pink? Okay, so that means it's not connected at all. So it will not really gonna pick up signal, if that's the case. So yeah, it should be plugged in for the meantime, right beside closer, the better on the parent node and do the five press reset. If it stays purple, even if you press already the main node five times, the main node should be rebooted.
07:00
Speaker 1
Okay, but I've rebooted it three times and I've done your process two or three times. It's still not working. My question to you is, does this mean it's the hardware failure? Well that that is that is the position. I've been doing this for eight hours. So I think I've exhausted everything. myself included. So what
08:00
Speaker 2
It to recognize again the extender. So um, yeah, we have ways to, uh huh. Hardware failure. If ever all the troubleshooting steps has been exhausted and it's still staying solid purple. Then it's hardware. I believe Michael, there's something that you missed to do. Uh, that's why it will be better. If we can help you. while you're uh i know you already did your best just to make sure that this node will work but it didn't so with our assistance because we have ways how to connect the child node. So uh, I am confident that node can still be fixed. because not just a five press reset.
08:00
Speaker 1
OK, but just so I'm clear. If I bring the child node towards the parent node, I'm sure that it will pair up. I'm sure it will. Because that happened before. However, when I take the child node back to its position, which is away from the parent node, then it fails. [silence]
09:00
Speaker 2
set there's also another way to add it. It's going to be via local access. You need to access the settings of your main node and there is an option there to add child node. So that's uh [silence] then that only means that it really needs to be farther checked because if you relocate already the node and you told me it turns to purple, it shouldn't because it's already blue while it's right next to the main node. So if that happens, uh when you relocate it back to its original position, we need to check the settings again on the local, I mean on the dashboard. uh, uh, Geoflear, they, it's not their field of expertise, uh, this device. Uh, I've been working here for almost seven years, so I know how to, uh, make the nose work, so I really believe that the nose can be fixed. But, uh, yeah, thank you. [silence] Uh,
09:00
Speaker 1
you on the line, and we can see whether change so there hi there. Okay.
11:00
Speaker 2
Uh, if you've seen immediately I can help you. to process the child node. Yes, I can. Yeah, can hear me? Yes, I can hear you. Hello. Yeah, the extender that is not working, only that extender that is not working. There's only one, right? That you're having problem with. Okay. So, yeah, your career.
11:00
Speaker 1
[KEEP_UNCERTAIN] Hello, you there? Hello? Yes, okay, I've got the, the child node, brought it to the parent node, I'm just going to plug it in, in a moment. Okay, so I can, just one moment, I'll be there. Um, just going to take out. Right, um, okay. [silence]
13:00
Speaker 2
uh huh. Yes. Okay. Uh huh. [silence]
13:00
Speaker 1
Okay. Do I need to plug the child node into the wall socket or not? It is plugged on. Yes, it's on now. At the moment, the child node- sorry, can you speak? I can only just hear you. [silence] Please. Thank you. The state the status of the child node is blank at the moment, nothing. And the status of the parent is green continuous.
14:00
Speaker 2
you have to power it on and Okay, good. No need to hardware it to the main node. And what's the light status on top? Yes. Yes, Michael. Can you hear me? Okay. Okay. So let me know once this, uh child node is [silence]
14:00
Speaker 1
But at the moment, it's nothing. Do I need to reset it or just leave it as it is? Okay, no, you're right. It's starting to flash red now. Okay. Okay, OK, I'm doing that now. Okay, the reset the light on the top has gone off. Yes.
15:00
Speaker 2
started to flash. Uh, just leave it as it is because we need to see a light, mm-hmm. Okay. You may now press and hold the reset button and let go when the light on top goes off. Okay. Let's go. And we'll just have to wait until the light uh on top turns to solid pink or purple. [silence]
15:00
Speaker 1
Okay. At the moment, it's yeah, there's still nothing. There's still nothing. Just while we're waiting, the the the, the the the the app, you say is no use to me, is that correct? Okay, so I should just uninstall it. It's just come on now, the child node has just turned red now. Yes. That's right. Five times, yes, hold on.
16:00
Speaker 2
the app is [silence] no longer bricking for your mesh uh system. [silence] yeah, you can. [silence] the child mode, is it still off? [silence] I mean, there's still no light. Good. So that means it's on setup mode. [silence] You can go to the main node, the parent node, and press the reset button five times. Yeah, pick, I press.
17:00
Speaker 1
Okay, I've done that. I pressed five times. Okay, the parent node is solid blue now, or it's no, it's flashing now. Um, the parent node is solid blue. The child node is solid red. Oh, the red one, sorry, child is beginning to flash now. Okay, thank you. Do you mind me asking, where are you? Are you in the States?
18:00
Speaker 2
Okay. The main node will flash, but once it goes back to solid blue, the child [silence] nodes should start flashing. Okay. I'll start my timer here now. It should only take three minutes, Max. And now it
18:00
Speaker 1
[KEEP_UNCERTAIN] Somewhere else? Sorry? Philippines. Okay, so this is a worldwide network. It must be very late for a very, is it very early in the morning for you now? 1:00 a.m.? Well, Oh, I thought I was tired. You must be even more tired than me. Right? Well, you're very patient. Being at the middle of the night, you're very patient. No, no. I'm retired. So, uh, sorry. Okay. It's still, it's um still flashing.
19:00
Speaker 2
[KEEP_UNCERTAIN] We're based here in the Philippines. Philippines. Yeah. Yeah, it's like one in the morning. 128 in the Philippines. Yeah. It's okay. I got enough rest earlier since, yeah. I'm used to it. Working at night. How about you, are you still working? I see. That's why you've already known. [silence]
19:00
Speaker 1
[KEEP_UNCERTAIN] One minute and 52 seconds. Okay. Sure. So can you, can you monitor from where you are what's happening here? Can you see what's happening? No. So you do have one. Yeah. So you do, you do have, you have, I see. Sure. Yeah, yeah. Right. Right. Right. Well, I've had this, I've had this tip for three years. [silence] I've basically, [silence]
20:00
Speaker 2
yeah, we still have a minute and 52 seconds left. And if ever, yeah, if ever it goes beyond and it's still blinking, that only means it's not pairing at all. That's why I said a timer. Uh-huh. No, part of security, we don't have any remote access to all our routers. We can just give instructions. Uh-huh. Just to record, so that we will be monitored how many times our customer called and what issues. Because if it's like habitual, like I mean, if it's the same reason or we found out that the router is really defective, if it's in warranty, we can replace it.
20:00
Speaker 1
basically haven't had any problems until today, but today's been tough. Sorry? No, I pointed with a. yes, Sorry? Yes, yes. Okay, the, the, the, um, the child node is, oh, it's it's gone solid red now. Yeah. Okay. Okay, it's gone blue.
21:00
Speaker 2
and community fiber provided this or you bought it on your own uh your internet service provider um oh that's giga clear right your your internet service provider is giga clear okay it will go back to red yeah there's still 15 seconds left it will it then light up blue after so we'll relocate it back to its original location okay you can unplug it now and the timer is up on my end let's uh see if it will be off
21:00
Speaker 1
okay. So I'm unplugging it and taking it back to its original location. Okay. [silence]
22:00
Speaker 2
And offline, so I'll just stand the line still. You mean I'll put it back to its original position? Okay.
22:00