Speaker 1
This is linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a linksys specialist. Hello. Hello, so this is Mark from the linksys level 2 tech team. This is the best time to call you back. Hello. Okay, sure, not a problem. All right, well, is this it that you have two nodes and you're unable to get the nodes online? Well, uh, three nodes, okay.
00:00
Speaker 2
I have three nodes. I have their their MX 6200s. I've had them for maybe about, I don't know, two, three years, something like that. And I mean, the reason I called in the first place was because and this is very typical for these nodes. You know, I can I've been working all day just off of a hardwire Ethernet. I mean, I'm just going to say something that complicates I think this whole thing is the fact that I really don't believe that this particular product line has a viable or reliable uh or consistent uh performance standard. And then adding to the complication of that is the fact that the app is about as primitive as apps come and they it actually provides no guidance help or whatsoever. And then the last thing I'll say is in terms of troubleshooting these things, as I was saying to her, I feel like I'm like installing a weapon system in Belarus in 1990. Like the the the the the amount of of sort of back channel sort of help you need to give these things in order for them to work to me is kind of absurd.
00:00
Speaker 1
Sure. What's the behavior of the light on top of the node?
03:00
Speaker 2
So I lay all that out just so you understand my context as a customer. My exhaustion. You know, I'm a fairly tech-savvy person. I'm a television editor. I use the Wi-Fi to edit. I have for years. I've been working off Wi-Fi for, you know, 15, 20 years in my house. So I don't know exactly what to say. The other thing too I'll say is that I'm in the middle of my workday right now. And I know it's convenient for you to kind of walk me through troubleshooting and trying to get these things online now, but for me, it's not really convenient right now. [silence] The lights on top of the nodes, they're all three red solid. And the last the last troubleshooting step we took this morning. And I mean, this was like the last ditch effort. We tried this like four times was I held the reset button on all three of the nodes for 15 - make that 20 seconds. I've kind of learned to do it for 20 until they all turn blue. Then selecting one of the nodes as the parent, um, I pressed it five times, not too fast, not too slow and allowed all three nodes to go through the, you know, parent child kind of process. And at the conclusion of that, with my spectrum modem plugged into the parent node, um, there was no internet. And, uh.
03:00
Speaker 1
sorry, did I say? you connected the computer straight to the modem? or is it a modem? let's see. all right. so, should we call?
05:00
Speaker 2
it wasn't so much me giving up as it was the previous tech. She was like, this has got to be escalated, it's not working. Well, in in order for me to to to do my work today, at the conclusion of my call with the um tech person I was speaking with before, I disconnected the modem from the nodes, which were not working, and I hard-wired the modem to my computer so that I could work off of a straight internet Ethernet connection. And that's the way I'm set up right now. And the nodes are plugged in the nodes are plugged in and sitting here, they're all right next to one another. [silence] And all three are blinking.
05:00
Speaker 1
All right. So should we call you back, sir? Okay. Well, do you still remember which node is the parent node? Okay. And then the modem from spectrum, how many Ethernet ports does it have?
06:00
Speaker 2
Do any of them have red lights? Do you want to? Well, I'll tell you what, what's, what's your, what's your sort of experience on how long it takes to take this through, you know, your, your set up process once? I mean, I've got 20 minutes before I have a meeting. I have a meeting at noon. Do you want to see how far we can get? Yes. I remember which node I five times pressed fast, not slow. One.
06:00
Speaker 1
This one. Yeah, well, that's usual hardware for the modem. Okay. So when you're troubleshooting, you end up losing the internet from the node, so you can't get it to go online.
07:00
Speaker 2
Let me double check that. Yeah, it's got one, one out. Let me just make sure that, what are these other jacks on here? Yeah, it only has one ethernet jack on the back, which is kind of annoying. It's sort of means you have to dedicate yourself, you know what I mean? Yeah. That's right.
07:00
Speaker 1
Okay. All right, time to further troubleshoot here. And if you still have the time, let's reconnect the parent node to the modem. Okay. If we can get the parent node to go online, then, um, we can try to fix the app. Okay. Um, I should probably set it a little bit lower so that we get a better connection. Okay. Um, so just, um, increase it as needed. [silence] Good connection. Okay, good, good, good. Uh, okay. Wait. Um, that's... [silence] Hmm. Sounds like an Oracle on the line. Hmm. Well, you answered a couple of questions there. But you couldn't quite put them into context, hmm. Did, uh, did you just, uh, fall asleep there? Okay. Was there any, uh, connection delay there, my friend? Okay. Uh, teacher, what was that you just said? Uh, is it a Pine Tree line? Okay. We haven't even said that wasn't it just a great big sticky string of, uh, jello, [silence] no, it's just, [silence] uh, you know, uh, you know what you just said. [silence] We haven't even begun to figure out what you meant by that. [silence] Ok. [silence] Um, did, uh, we still have, uh, internet line then? Do we? Hmm. I think we need to check that. Okay. Or were we on a three-way call? [silence] Okay, Joe Gardner, huh? [silence] Why were you talking to him instead of calling back here? [silence] That's odd. Okay. Anyway, at least, uh, he was able to answer some questions. Eh, go open up your own studio, huh? All right, well, we'll try one more time and then I'll [silence] Well, you didn't open up the gates right away there, did you? Okay. [silence] Oh, we're back in. Um, would you get another call at this point? Hmm. Do we still have to? Uh, have we caught a new one, huh? Everything hooks up fine there. Good, good, good. Um, do we still have internet? Internet?
08:00
Speaker 2
Okay, I'm gonna do that right now. It's just, you know what's interesting to me is, like, for instance, right now, before we begin, it would be nice if there were a way for me to connect, like, for instance, on my phone through the app to the nodes and for us to assess what what exact condition state they're in right now. Yeah, I just, I just, my, my, my faith is Shaken, but I'm gonna give it a whirl with you. I just disconnected the Ethernet from my computer, which has I know, a working, robust signal from the internet. And I'm gonna plug it into the back of what I'm calling the parent node because this was the node that I pressed five times fast. Or not not fast but slow, right? Yeah, link sys 06021 is the name of the unit. So anyway, I've plugged the Ethernet in and the LED is unchanged. It's red as it was before. Now.
08:00
Speaker 1
Okay. So still steady. Okay. uh huh. Okay. Is it is it flashing? All right. If the Wi-Fi is being [silence]
10:00
Speaker 2
it's a, it's a solid red light. It doesn't appear to be, um, affected by. I mean, I did have a dead ethernet cable connected into it. You know, I've got a shorter ethernet, uh, cable that I use in the closet here, and then I've got a long one that I use across to my computer. So when we started our call, you know what, it's white. The parent node is white. Don't tell me that's you're So, it's white solid at least right now. In fact, all the.
10:00
Speaker 1
How about you test or if your device has internet access when connected to, let's say, the Wi-Fi of this, the nodes.
11:00
Speaker 2
... okay, okay, and all the child nodes are white. Like right now, it looks like they're working. Let me look and see what it tells me. Yeah, the only thing that would be weird about that is, I don't think I ever [silence] Wi-Fi on. Okay, I'm connecting to Linksys 06021, or I'm attempting to. Of course, it hasn't asked for a password, which I imagine it'll do at some point. Let's close this here. If you can imagine, my um, I'm on a Mac, you know the little Wi-Fi icon in the upper right corner that you click on to get the dropdown of available networks. Um, I clicked on that and LinkSys 06 0201 is currently the only available Wi-Fi channel that my computer's detecting. So I selected it and now the, you know, small icon, the Wi-Fi icon is sort of cycling as if it's attempting to connect, but nothing's happening.
11:00
Speaker 1
All right. [silence] password. All right. So when you select the wi-fi coming out of the node, does it ask for a password or it just tried to connect.
13:00
Speaker 2
And I'm just going to check the LEDs to see if they're still the LEDs are still all three consistently solid white. And just so you know too, the parent node, I had not set up um, like my own Wi-Fi system name, you know, or password. Like that node hadn't really been set up completely. Yet, you know what I mean? No, it's not asking for password. It's just it's just cycling. Okay. Hang on. It just it just connected and it turned blue. Let's see if I mean, how weird would it be if I just had internet now? Would that shock people? [silence]
13:00
Speaker 1
Well, if it's that's white night, there should be internet. Right there Right there
14:00
Speaker 2
It appears it appears as if I have internet now. Yes, I have internet now. This is absurd after two and a half hours, but it's all on the phone. Now it works. Now the only trick is this network isn't named. Also typically, I'll see in my Wi-Fi drop down. I'll see all three channels, the two point four, the five point O and the six point O available as selectable Wi-Fi channels, and currently that's not the case. [silence]
14:00
Speaker 1
uh, not for now, uh, sir. Uh, not unless if you create different names for the bands. Uh, the, 2.4, the 5, and then the 6 won't be detected for now. Not only, not unless you create different names for each band. 'Cause right now, your devices are probably seeing the same exact Wi-Fi name for the 2.4, the 5, the 6. That's why it's only showing one. That's one.
15:00
Speaker 2
I'm sorry there's an ambulance going by I lost what you just said what did you just say it's only showing one that's correct that's right the way the way this was set up let's say this morning before I began the process. And this was the result of having worked with a tech before I had three. Three, what do you call it? Wi-Fi network names available. One was the 2.4, one was the 5.0, and one was the 6. And those were not channels that I, I physically created and named. There was, I believe, a setting that enabled the three different ones to be, I don't know, broadcast or visible. Because all my smart lights and, my Hue Phillips and all that stuff. That's all runs on 2.4. And then I run the, you know, the computer at 5.0. Well, and not to interrupt you, but just to kind of also point out maybe what, to me, would be the next step in my mind, would be to be able to name this [silence].
15:00
Speaker 1
yeah, you should be able to uh, since your computer is connected to that Wi-Fi now, open the browser and then log onto myrouter.info. at the bottom. yes. [silence]
17:00
Speaker 2
network, a name that's familiar to me that isn't Lynx SSL-0602121, which is the name of the device on the bottom of the device, right? It's the native name of the device. But I'd like to be able to name it my own name and also my own password, give it a password. Connection is not private. Advanced. Proceed. Proceed done. Safe, right? Yes, this is the
17:00
Speaker 1
Yes. Yes. Okay. Okay. All right. So by default, I try to enter admin, A-D-M-I-N, all small letters. Yes, admin, all small letters. Okay.
18:00
Speaker 2
familiar screen that feels at least 15 years out of date. Now, this is where she and I got into a little bit of an issue. um I'm on the sign in page and it asks me and and it says access router and then it's asking me to put something into a router password into that field. admin. Incorrect password.
18:00
Speaker 1
If that is the case. Yeah. So there, there's an option to reset it. Yeah. So, click. There is. No, sorry, cause that's the default Wi-Fi password. Yes. [silence]
19:00
Speaker 2
And this is also where where it became incredibly stressful because it gives you limited attempts and each time it times you out like it's a like you're defusing a bomb. Yes. Um also let me ask you this too. Since since this parent node has never been set up, there's also the password on the bottom of the parent node, right? Is is that a password I should try? That's the default Wi-Fi password, not an access password or whatever this one is. Okay again and I I don't need to necessarily point out every let's say thing I would be working on if I worked at Lynxys. But the fact that this window. [silence]
19:00
Speaker 1
well there are passwords here like there's a router password and then there's a Wi-Fi password which are two different passwords not unless they're graded the same yeah reset [silence]
20:00
Speaker 2
Ind still asks for a router password and that's a router password and yet it's not the right router password [silence] creates a level of confusion. Greg: Okay Wi-Fi password in router password are different things [silence] Okay and the router password that sometimes works by default is admin [silence] in my case it does not work. So you're suggesting that I would create a new I would click the reset password but that would not really be fair. [silence] [unintelligible]? do you are [silence] if I add a new password to the phone it will not work anyway she: Then you have to reset your router to the factory settings and create a new configuration and new gift [unintelligible] new password whether it is the is admin or or any [silence] [unintelligible]
20:00
Speaker 1
yes and then create a new one alright let's print it at the bottom of any of your nodes yes or since the nodes have steady white light which means that they're connected to each other any of the any of the uh code should work yes uh router entered
21:00
Speaker 2
Okay, I clicked it and now it wants me to enter entry key. And even though any of the nodes have... each of the nodes has a different... five digit recovery key. If I put any of those five in, it should work, correct? Okay. Okay, now I'm just going to give you another suggestion for the engineer's room, which is for some reason, when you're creating this password, it does not allow you to repeat characters. So, okay, no big deal, right? Except that for simplicity on a customer side, I'm going to make all all these passwords the same. You know what I mean? I don't work at Homeland Security where I'm worried people are going to hack my thing. And my password that I use for years has uses my address and my address has a double, you know, a repeated numeral. So, I'm going to create, hang on for a second. Let me just think of another way to do this.
21:00
Speaker 1
Awesome. So, then you need to, yeah, you need to scroll down to the, yeah, see, I click on that. Well, it's the complete access function, sir. It, it'll, yeah, it'll brought up the hidden settings when you click it.
24:00
Speaker 2
I now seem to be in the Linksys Smart Wi-Fi tools and under network status, it shows that my internet is connected. Yeah, already, this is better than this morning. I took a little seat, I have to hit the CA. And I want to be in the room with the engineers. Why on earth do I have to do that? Could you please explain what CA means? See. again, the headings are, the all the options are hidden because of security. Yeah. See?
24:00
Speaker 1
I I think so so after clicking CA go to Wi Fi settings that's on the very left right above security all right now this is where you create the Wi Fi name the Wi Fi password for each band this is where you can create different names different pass
25:00
Speaker 2
[KEEP_UNCERTAIN] I just, I'm sorry. I just can't, you know, imagine why this has to be this complicated. But, again, you're getting my editorial, and I'm not frustrated with you, by the way, it's just, I'm having like, you know, I'm having the nerve that's been worked on with this whole system since I bought them. I'm having it worked on again. But, but so far, this looks really good. So, I appreciate your help. I'm there. Ah, for I've seen. Oh, wow. Yeah, this is a great, this is a great little window here. [silence] Is it 2.4? Right, 2.4. [silence] above 20. 6.0. [silence] Okay. I have created three Wi-Fi names, which are essentially the same except that they're they have the suffix 2.4, 5.0 and 6.0 on them. And then I have the same password. No wait no, one second. Okay. that's okay, this is insane. When you try to copy paste the password, it doesn't work. When I copy and paste, that's insane. Honestly, again, Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] Closed Captioning by Kris Brandhagen. brandhagen@sjrp.org. Note to the engineers. When I copy the password and move down from the 2.4 to the 5 GHz band and I paste the password, instead it pastes the name of the previous Wi-Fi name. Like, that's the thing I'm saying. And look, I know you work there, I know you must have your own opinion about some of these things. Some of it of course is user error, but it's also like it's doing inexplicably inconsistent things. It's not even like the mistake is consistent. You're doing a very good job of filtering your responses. Um, I am pretty sure that I have three different network names.
25:00
Speaker 1
okay just answering. What if I name it password? yeah it okay you may have been disconnected to since you did some changes on wireless S: so you got to reconnect S:. yeah. well, you have to relocate the child nodes and make sure that they they you have
29:00
Speaker 2
5.0. [silence] router not found. You're not connected to your router. Is that just because I'm not on the wi-fi anymore? [silence] 5.0. Okay. It seems to be back. I have a feeling, am I wrong? I think we're done. [silence] yeah I may as well do that while I've got you on the phone in case one of them starts to cry or something this one here is just not unplug the wrong one Jesus Christ [silence] That makes no sense. Okay, fairly successful. Shockingly tangled cord from the original one. It's been in here for three years. I've built a whole world around it. It's unbelievable. Okay. The children and I are moving around the house here. [silence] [silence] [silence]
30:00
Speaker 1
All right. So let's give this node about five minutes to have a white light. Yes. Yeah. Yes. Um.
34:00
Speaker 2
they're both booting. Now, here's, um, while we're on the, waiting for them, might as well ask you this question. I have been through this, not this exact process, but I've been through the process of, you know, I'm going to put the air quotes up once. once and for all fixing this system only to find 3 weeks later that it fails again. Is there a way to put on the notes? some sort of like, I don't know what to say. But just so that the next person doesn't just, [ silence]
34:00
Speaker 1
We need to turn off this. Turn on that. Wow. Well, the best time to capture the launcher is when the issue is there.
36:00
Speaker 2
I mean, is there a reason why that, that, that kind of diagnostic step hasn't happened yet as many times as I've called and had trouble with these? Is there a way to move that step to now so that I'm not just waiting for these to fail again? Hmm. Okay. According to my LEDs, the whole family is currently happy or at least. Let me just look on my desktop, make sure that it shows there's internet everywhere.
36:00
Speaker 2
I'm just gonna refresh this. **silence** Yeah, it looks as if we're good. **silence** I do have a question for you, which is, um, when I go to my dropdown under my Wi-Fi, I'm logged into, you know, what I've what I've called 3588 Avenida Fe Norte 5.0, my 5.0 channel. My 2.4 channel and and my 6.0 channel don't show as options. I'm looking on my phone. On my phone, I can see 35, I can see 2.4 as an option.
37:00
Speaker 1
Well that means? Okay. Well I just want to say that not all devices support text. Especially the older devices. Which? [silence]
38:00
Speaker 2
Uh, but I don't see 6.0 as an option. Um, I'm going to go back to Wi-Fi settings and just take a look again at the, uh, passwords and all that stuff. Yes. No, it's true, but this is a new iPhone and my Mac Mini is also new and prior to this, like for instance, this morning, the way I had it set up before, I could see the 6.0 option. Normally. Um, I'm going to turn off wi-Fi and turn it back I'm going to turn it off wi-Fi and turn it back on again on my Mac Mini.
38:00
Speaker 1
All right, awesome. [silence] Well, it would be better if you try to connect. You know, try to connect a device. Try to connect a device to those bands, see if it really works. Okay.
39:00
Speaker 2
[KEEP_UNCERTAIN] Just recycled the whole tool. yeah, they're back. I see them all now. yeah. okay, good. thank you, man. I think, I think, uh, uh, uh, uh, uh, uh, I don't know what it was about maybe just your patience or your kindness, but I wish, I wish I knew why they work. I'm sorry? I mean, right now, my phone is connected. the computer is connected. I mean, let me just uhlet me just put on the speaker. [silence]
39:00
Speaker 1
okay make your device say forget the Wi-Fi. first, then try to reconnect.
40:00
Speaker 2
I'm just going to sign into one or the other. Hmm. Oh, that's interesting. I tried to join on my computer 3588 AF, you know, the 2.4 channel. And it got rejected. It said the Wi-Fi network blah, blah, blah 2.4 could not be joined. Try moving closer to the wireless router. I'm turning my Wi-Fi off on the computer I'm turning it back on again to try to cycle it so that it shows me more. networks it's only showing the 5.0 network and it's remaining attached to that one Doesn't show me the 2.4 it's kind of weird. I don't know if this is let me just look at my phone to show you what happens on my phone. I'm trying with my phone to join 2.4 it worked
40:00
Speaker 1
Okay. They have, another device, I say, from this Mac many, and then their phone. okay
42:00
Speaker 2
Yeah, that worked. Um, yeah, the only thing is I'm starting to run out of time. Gotta be down in, uh, let me try, uh, my fire stick quick, see if I could get on here quick. [silence] Fire stick connected. What time is it? Yeah.
42:00
Speaker 1
Uh huh. Okay. Oh. Hmm. Yes, sir. Well, it the. at the. at the. Well, now, it actually depends on your if That's a different issue or it will be the same issue? I see. [silence] Well, what you can do is to call back and then if it's the same issue you tell the technician and then if they confirm that it's the same issue, then they can notify the Level 2 technician who previously assisted you and then the Level 2 technician will review the ticket and call you back. All right.
44:00
Speaker 2
Right. Now if it would be the same issue. Like if for instance if these if this stuff if this stuff's working or if the child nodes go offline or you know okay okay that sounds good all right thank thank you for your for your assistance and for your help and you know I I only wish that I knew why [silence] It was working now and wasn't working before because part of I think what makes this frustrating is the inconsistency in the kind of mystery of how and why these things are working. Add to that, the the the I mean, I look, I'm sure you're you're more familiar with reading the technical specifications off of the the web page that we were working with and stuff like that. But, you know, I'm not. So, I am grateful that it's working, but I think my experience as kind of a user and owner is is still um very much in jeopardy. So, I don't know if you can add to the notes anything that kind of, you know, include...
45:00
Speaker 1
mm-hmm. yeah I'm taking notes as well as the previous Ignition. uh was taking notes as well. yes you're welcome, not a problem. GSRo voting.
47:00
Speaker 2
Some of the consistent permanence of these types of issues with my my experience in my that would that would be nice to know that that's in the notes at least. Good. All right, Mark, right? Thanks, Mark. Appreciate your help. Right? You have a good day. Take care. Bye.
47:00