Speaker 2
Welcome to Linksys 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. My name is Ellie, how can I help you?
00:01
Speaker 1
How are you doing, Ellie? My name is Ross Romano, and I currently have the Linksys Envelope Pro 7 set up.
00:29
Speaker 1
One of the nodes actually isn't functioning, and I have a solid blue light, and I don't know if it needs to be reloaded or reprogrammed of the node that isn't working.
00:42
Speaker 2
Okay, if you are actually getting a solid blue light from that child node, might be it's already set up or might be it's ready to set up, but can I have the model number and the serial number of this Linksys router?
01:03
Speaker 1
Okay, the node that isn't working, model MBE7000, serial number 59A10M2A, D as in dog 01672.
01:21
Speaker 1
Okay, I did.
01:50
Speaker 2
Okay, thank you so much, Ross. just give me one second so since you mentioned that the router is the MBE 7000 so yes that solid blue light that you are currently seeing right now that actually indicates that the router is still ready for setup so this one I want you to bring this one near to them to the parent or to the main router Two and a half feet away, okay, thank you so much.
01:55
Speaker 1
It's sitting here probably about two and a half feet away. No. Basically, when I first got this, I believe I had to call to get its help set up.
02:23
Speaker 2
And then Romano, is this your first time calling Linksys, I mean, ROS? I see. So how many MBE7000 do you have in total? Three.
02:34
Speaker 1
There's three. The parent and two nodes. Correct.
02:55
Speaker 2
Okay, perfect, thank you so much. So only one child node is disconnected. Thank you so much for that confirmation. Romano, give me a minute or two. let me just finish creating the record for this conversation and then we're then gonna go ahead
02:59
Speaker 1
Mm-hmm. Go ahead.
03:22
Speaker 2
and proceed with the troubleshooting all right and by the way Romano who is your internet service provider okay perfect thank you so much Romano so I just actually finished creating a ticket so the
03:27
Speaker 1
It's Verizon. Mm-hmm.
03:43
Speaker 2
ticket number for this one is one three seven five two nine okay now let's go back to the main router or to the one that is hook up directly to your modem it's solid it's solid white right okay now our Ross I want you to press the
04:11
Speaker 1
Correct. Five times?
04:37
Speaker 2
reset button of that main router but not for too long because we might going back to the from the very beginning so i only want you to press the reset button for five times do it not too fast and not too slow just a normal pressing yeah five times so press release press release do it for five times okay now after you do it that parent node will start blinking
04:43
Speaker 1
Okay. Two, three, four, five. Okay. Yep. Yes, it is.
05:05
Speaker 2
white okay now go to the now go to the child node that got disconnected observe the led light and
05:20
Speaker 2
and then later on it will also start blink it will blink on its own I just only want
05:30
Speaker 1
Do I need to do anything to get it to blink or it'll blink on its own?
05:39
Speaker 2
you to observe it yes after because the process for that one will actually take for like about
05:46
Speaker 2
two to three minutes maximum so just give me a heads up once the disconnected child node is already getting an you know a connection from the parent then we can then deploy it back to its original location i know just uh just leave it there because the parent must actually be
05:53
Speaker 1
So it's still solid blue. Do I need to, you said, disconnect it?
06:13
Speaker 2
still looking for any available router or node that will that was that she i mean that can that the device can add to its network so let's just leave it like that but how far is the child node
06:26
Speaker 1
Okay. From the main router, the one that we're observing, the one that 23 inches farther
06:40
Speaker 2
by the way yes yeah the one that we're observing how far is it from the main one okay 23 inches can we move it a little bit farther yeah uh just just um maybe like about four or three feet away
06:42
Speaker 1
there as far as how how far it's about 40 inches now no it's not do that again
07:10
Speaker 2
from the parent okay so yeah just leave it like that so the the parent node or the main router is it still blinking white and not yet but though but the disconnected child
07:17
Speaker 1
five times I'll pull the plug power it's not doing anything it's just solid blue
07:40
Speaker 2
node I don't know the disconnected child node did it start link or did it stay solid blue and not doing anything I can you do it again to the parent or to the
07:46
Speaker 1
okay okay okay it's not blinking white let me try it again yeah oh there it is
08:07
Speaker 2
main one press the reset button for five times mm-hmm which one the parent okay Okay, can you do it again, please, because it should, okay, okay, which one?
08:13
Speaker 1
it just went it just went red and between red and white but the white isn't blinking oh it's going between red and white the parent it's still white
08:46
Speaker 2
How about the disconnected child node?
09:07
Speaker 1
blue or blue right now the parent is red did I wipe the program out on it oh I I meant, it just went solid white again.
09:13
Speaker 2
Okay, how about with this one? Can you reset the disconnected child node? So press and hold the reset button of that disconnected child node for 15 seconds.
09:25
Speaker 1
Two, three, four, five, six, seven, eight, nine, 10, 11, 12, 13, 14, 15, okay, solid blue.
09:39
Speaker 2
Okay, let's just wait for it.
10:09
Speaker 1
And the parent is solid white. Huh, okay.
10:09
Speaker 2
Okay, let's just wait for it. So sir, can you check on your phone's Wi-Fi settings?
10:12
Speaker 1
Go to my settings and the Wi-Fi, okay?
10:16
Speaker 2
if you can see the default wi-fi name of this disconnected child node yeah go to settings yes and then look if you can see the default wi-fi name i'm sorry 716 guest um it seems like that's
10:39
Speaker 1
And on VELOP setup 716 guest, yeah, it's underscore VELOP setup 716 space and then G-U-E-S-T. T. Now the blue light is blinking on the child node.
11:01
Speaker 2
a guest network sir yeah the blue light will okay let's leave it like that um so while is it's actually blinking can you look under that child node and see if you can i mean look and see if you can uh if there is a linksys or velop wi-fi name what name does it says
11:37
Speaker 1
There's a name, underscore set up 5CO.
12:11
Speaker 2
5co so yeah that's the wi-fi name that you should be seeing sir on your phone okay it's broadcasting okay so let's wait up until this disconnected child
12:19
Speaker 1
I see it. Just came up.
12:26
Speaker 2
node well turns the solid blue again and then we can do the five press again on
12:35
Speaker 1
It's solid blue.
12:40
Speaker 2
the parent okay so do the five press again sir on the parents and on the
12:41
Speaker 1
Okay. Yep. Okay, we're blinking white.
12:44
Speaker 2
child node please observe it as well see if the child node did also response once and it's okay that's already a good distance uh sir do you have a spare ethernet cable that we
13:09
Speaker 1
It's still solid blue. Move it a little further away. Now it's about four feet, and it's still solid blue.
13:38
Speaker 2
can use okay and do you also have any a desktop or a laptop that we could use that is available
14:18
Speaker 1
I do. What do you mean in the depth?
14:20
Speaker 2
available a desktop or a computer you know a lot okay that's good so if you know maybe after a
14:34
Speaker 1
Oh, I do have the, yeah, I got, I got a desktop here.
14:36
Speaker 2
minute if this child node will still not going to respond then we are going to connect an ethernet cable from the parent node directly to this child node it doesn't matter so the child node is still
14:50
Speaker 1
Okay. Let me get a cable. I know I got cables here. I got cables up the wall, too. Okay. Can it be, does it have to be a certain distance once it's plugged in, or it doesn't matter?
15:05
Speaker 2
not responding after the five press okay now can you connect that ethernet cable so the other end
16:01
Speaker 1
no okay so basically I can plug this into any place on the parent in the back and the other
16:05
Speaker 2
should be on the ethernet port or to the any available part of the parent and then the other end must be on the internet port of the child node a yes at the back yes of the child node
16:11
Speaker 1
one goes into the into the 2.5 internet yep it's in yep yes yep then my colon yep one word
16:29
Speaker 2
okay now let's make use of your computer this computer is wirelessly connected directly to your Linksys routers network okay open a browser and then on the URL bar type in HTTP yes I my colon forward slash forward slash my router yeah
16:35
Speaker 1
R-O-U-T-E-R, my router, okay, says it's not loading the page.
17:21
Speaker 2
Yeah, that's one word, myrouter.local.
17:22
Speaker 1
Try that again.
18:07
Speaker 2
Yeah, can you try it again, sir?
18:10
Speaker 1
H-T-T-P-S, forward slash, forward slash, yep, my router,
18:11
Speaker 2
See mycolon.local.
18:17
Speaker 1
U-T-E-R, no .anything, oh, .local, it just came up.
18:28
Speaker 2
So did it bring it to another page or it can't load a page?
18:38
Speaker 1
It can't load. load. It's a desktop. It's hardwired and it's Windows 11. Yep. Yep. Got it. Okay. Yep. 192.168.1.1.
19:02
Speaker 2
Is this a desktop or a laptop? Okay, and it's a Windows. Okay. Okay. Sir, can we go to the lowest models or on the taskbar of your desktop where it has a magnifying glass and a word search? Okay. And then I want you to type in CMD, Charlie Michael Delta. So open the command prompt. Okay. And then type in ipconfig. and then just press enter so there's a bunch of numbers and information that will come up so look for default gateway what are those numbers okay now let's go back to your browser please and then type in those numbers on the URL bar so that's 192.168.1.1 okay there should
19:08
Speaker 1
Yep. Your connection is not private. It says advanced or back to safety. Yeah, I did. Okay.
20:23
Speaker 2
be an option for you to click on advanced proceed or continue okay tap on advanced um tap on advanced okay it's um it's now asking you for a router password right
20:54
Speaker 1
Okay, I'm in, yeah it is.
21:12
Speaker 2
okay did you do you remember customizing this one before so this router password sir is different
21:22
Speaker 1
Hold on, I'm looking in my Linksys. I had something in there. Oh, I know where it was.
21:26
Speaker 2
from your Wi-Fi password just for a heads up okay and also sir just for just
21:49
Speaker 1
Yeah, mm-hmm. Oh, it says router password. I knew I put it in here.
21:52
Speaker 2
for a hint about the router password sir so the router password will not allow
22:48
Speaker 1
No, it's not twice, it's linksys, l-i-n-k-s-y-s, l-i-n-k-s-y-s, uh-huh, okay.
22:52
Speaker 2
you to use any of the characters to be to be used twice so if there is a letter on that I that that password will not be the will that password will not be approved sir because the letter s has been used twice so for a safer way how about you choose the reset password option so that you can create a new one so that's router password then the sign in button on the right side
22:54
Speaker 1
Where's the reset password option?
23:41
Speaker 2
I know on the screen sir on your screen so after you tap on the reset password
23:50
Speaker 1
On the parent? Oh, oh, oh, oh, oh, oh, okay. Okay. Yeah, but there's no reset password on the screen.
23:53
Speaker 2
it will ask for the five digits recovery key so you can use how I'm sorry okay
24:14
Speaker 1
It says log into your network setting, enter your network setting password located on the information sticker on your router.
24:25
Speaker 2
how about you use the password okay no sir okay when you type in 192 it did not
24:41
Speaker 1
Oh, this is my Verizon. This is my Verizon password, not my, I'm going into my Verizon router, not my Linksys router. it did not it is connected to my Verizon so you want me to take take the internet
24:42
Speaker 2
bring it to the Linksys smart Wi-Fi page? Might be the computer, sir, is not really connected hardwiredly directly to the Linksys router. Might be it's connected to your Verizon. Okay, so that's why. So can we transfer or move the Ethernet cable, sir, and instead of the Verizon, put it directly to the Linksys? I mean, is that possible add the other answer so the other end of the ethernet cable must be on your desktop
24:59
Speaker 1
cable from the from the computer and plug it into the parent node all right
25:44
Speaker 2
and then the other end of the ethernet cable instead of putting it in the verizon router and plug it from the verizon router and put it to the parent node port yeah so that we can access
26:00
Speaker 1
we need another need another internet cable hold on you know what let me get
26:15
Speaker 2
but if this computer sir can work with a wireless connection then just easily unplug the ethernet cable at the back of your desktop oh yeah that's that would
26:26
Speaker 1
at my laptop, because that's a wireless connection. Let me shut the desktop down.
26:40
Speaker 2
be great first oh yeah first you need to make sure that this laptop is connected to the network of your Linksys router okay now use the same information the
26:48
Speaker 1
It is. That'll actually be the same as the other one.
29:01
Speaker 2
192.168.1.1 yes the http my router.local it will also still be the same but for as long as the laptop is connected directly to your linksys router then you will be routed to the linksys smart wi-fi page oh yeah it's okay that's actually also what i mean what i'm trying to say oh yeah
29:06
Speaker 1
No, actually, it's not connected directly to it. So it's Wi-Fi connected. So you want me to do the HTTP my router? Okay. Now I'm on the Linksys page.
29:30
Speaker 2
you can do it and it uh yeah you can try the password that you have from your uh you know
29:44
Speaker 1
You want me to try the other password again or no mm-hmm? Okay, we're going to reset the password
30:24
Speaker 2
from your copy see if it will work yeah just to be safe reset the password and then the five digit recovery key use the one that you can see under the parent yeah so just two uh heads up sir okay
30:36
Speaker 1
Okay admin password I'm going to do this a little bit different. Yep
31:33
Speaker 2
Okay, it will not allow you to use the same character on that admin password.
31:43
Speaker 1
Mm-hmm. My mind went blank. There it is. I can't have I can't have repetition
31:47
Speaker 2
Okay, like no repetition of letters, special characters and numbers. Yeah, there should be an upper, it should have an uppercase, lowercase, special character and number.
31:50
Speaker 1
Here we go. Does it matter whether it's all? lowercase or Or does it need, okay, let me, where the hell did I, okay, reset, okay, so now I'm on the
33:12
Speaker 2
And that admin password will only let you have like a minimum of 10 characters. Once you're done changing the router password, you should be on the page where you can see the Linksys Smart Wi-Fi tools for us.
33:34
Speaker 1
home page. Where am I looking for? Yep. Yep. Yep. Yep. Yep. Okay. Yep. Got it. Yep. Got
35:50
Speaker 2
Okay, okay, that's perfect. Now sir, can you scroll down directly at the very bottom where you can see the end user license agreement, privacy statement. so on the very last on that row you must be seeing CA that's capital CA click stop click that capital CA sir so that page will load up and then after that go to connectivity under router settings and then look for a a router set up or Or CA Velop setup.
35:54
Speaker 1
it. Yep. Yep. What should it be doing? It's still solid. Not doing anything. Oh, your
36:41
Speaker 2
Yeah, that's the one. And then choose the option that says add wired child node. So after you click it, try to look at the child node right now. See if it is now responding. It should be flashing. The LED light should be flashing.
36:41
Speaker 1
your master node is now configured, add wire child node. It's just still solid blue.
37:39
Speaker 2
And what shows on your screen right now? Like nothing else?
37:53
Speaker 1
Just the add wire child node is depressed and that's it.
37:59
Speaker 2
Okay. Okay, let's just give it a little more time.
38:06
Speaker 1
Oh, okay, here we go. It's blinking white.
38:10
Speaker 2
Okay, now we're almost there. Ross, let's just give it some time, okay?
38:12
Speaker 2
So this is the other way to add a child node. Wired and wireless. This is the other one that what we actually did earlier. The five press. That was actually the shortcut. But since the child node is kind of stubborn, so that's why we did this one. so let's just give it for like about two to three minutes because that child node should be turned
38:30
Speaker 1
Yeah, it's still blinking.
38:55
Speaker 2
into solid white led light and then that uh that means then that the child node is now back to the parents network then you can deploy it again to where it was originally located okay
38:59
Speaker 1
What was that, 182.1, we didn't use that, we used myhttps, semicolon, forward slash, my,
39:18
Speaker 2
Okay, colon, forward slash, my router, dot, it's dot local.
39:20
Speaker 1
forward slash, local, or dot local.
40:03
Speaker 2
So, http, semi-colon, forward slash, forward slash, my router, dot local.
40:09
Speaker 1
Okay. Now it's in there.
40:14
Speaker 2
Okay, let's give it at least another minute so that it will absolutely recognize the parent's connection.
40:47
Speaker 1
We're solid white. Okay. Okay, do I hit done adding child nodes?
41:44
Speaker 2
it still it stays the solid white right okay now go back to the web I guess yes please so hit on done adding child node and then tap on apply okay so yes so
41:58
Speaker 1
Okay, yup, and then click okay.
42:27
Speaker 2
once you're done hitting okay you can now then go ahead and put this child
42:39
Speaker 1
Remove the cable, okay.
42:48
Speaker 2
node back yeah remove the cable and put it back to its original location yes it
42:49
Speaker 1
All right, now it's starting to blink. It should just turn white on its own, right? I'm gonna shut down the,
43:00
Speaker 2
will turns white on its own okay you're good to go so you too sir so the ticket
43:06
Speaker 1
what should take a couple of minutes to, oh, there it goes. Okay, we're good to go, thank you. Thank you.
43:36
Speaker 2
number of this conversation is one three seven five two nine okay okay so
43:47
Speaker 1
Yep. You have a good day.
43:54
Speaker 2
whenever you need to call us yes have a good one
43:56
Speaker 1
Okay. Bye bye.
44:00