V2 Rubric Detail — 093d060e-605c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 21:26
Duration
87m 16s
Contact
Denis Laplante
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall74.7% (+34.7)

V2 Grader Summary

The agent correctly diagnosed the UI access failure on the MX4200 and executed a full mesh rebuild, successfully restoring connectivity to most nodes. However, one node remained unstable and the agent provided technically inaccurate guidance on the default admin password. Despite communication inefficiencies, the agent demonstrated ownership and persistence, achieving partial resolution of the issue.

V1 Case Analysis

Customer reported WHW03 child nodes not joining MX4200 mesh and UI error 229.8. Performed factory reset (incorrect 25s hold), used direct IP to access UI, re-added nodes. Most nodes connected by end, but one intermittently offline. No serial/warranty collected. No follow-up set.

Troubleshooting Steps
  • Attempted five-press pairing on parent node.
  • Used direct UI URL (http://192.168.1.1/ui/local/dynamic/index.html) to bypass blank screen.
  • Performed factory reset on parent node (incorrect 25s hold).
  • Disconnected modem during UI access (contradictory guidance).
  • Re-added child nodes manually after reset.
  • Reset individual child nodes (incorrect 25s hold).
Key Observations
  • Agent gave incorrect reset duration (25s) for MX series, repeated twice [39:00, 65:00].
  • Instructions on modem disconnection were contradictory and caused customer confusion [24:00–25:00, 44:00–45:00].
  • No serial number, warranty status, or case number collected or documented.
  • Agent referenced non-standard 'CA router setup' and 'unlock overlay' steps not in KB [51:00–52:00, 60:00].
  • Admin UI was eventually accessed using direct URL workaround.
  • Call ended without confirming full mesh stability or setting follow-up despite lingering issues.
Positive Highlights
  • Successfully used direct UI URL to bypass myrouter.local blank screen issue [22:00].
  • Persisted through UI access challenges and eventually logged in post-reset [47:00–49:00].
  • Maintained polite tone and acknowledged customer frustration throughout.
  • Coached customer through full mesh reconfiguration after factory reset.
  • Recognized need for factory reset when UI access failed repeatedly.
Agent Errors / Gaps
  • Incorrect reset time instruction (25s instead of 10s) for MX4200, repeated for child nodes.
  • Confusing and contradictory guidance on modem disconnection during UI access.
  • Failure to collect serial number and verify warranty status.
  • Referenced non-existent 'CA router setup' and 'unlock overlay' in UI, not in KB.
  • Lack of clear next-step or escalation plan despite unresolved node instability.
  • Repeatedly asked customer to repeat steps already performed or miscommunicated.
  • Did not validate final network stability or device list accuracy.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent successfully restored access to the router UI and got four of five child nodes connected (one green, two blue, one solid purple), but one node remained problematic and the customer reported an offline node at the end.
R2 Met Diagnostic thoroughness conf 95%
Agent performed systematic troubleshooting: attempted 5-press pairing, diagnosed UI access failure, used incognito mode, isolated WAN, performed factory reset, and manually re-added nodes — all appropriate steps for the issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified that UI inaccessibility on an MX4200 required a factory reset and full rebuild, which is the proper resolution path per KB guidelines.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified the core symptom (inability to access UI and child nodes not joining), ruled out modem/WAN issues, and logically progressed to factory reset as the necessary solution.
T2 Met Appropriate tools / resources used conf 95%
Agent used correct tools: local web interface (myrouter.local, 192.168.1.1), incognito browser, physical reset button, and LED status — interpreting each result to guide next steps.
T3 Partially Met No misinformation conf 95%
Agent incorrectly told customer to use 'admin' as default password after reset on MX4200; however, KB states default admin password matches the WiFi password on the label for WiFi 6/6E models — this is a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control through complex steps but had multiple unexplained silences and repeated holds, reducing clarity and efficiency.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'CA router setup' without explanation, but did confirm understanding at key points and adapted instructions when customer struggled.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed extensive troubleshooting, and did not transfer or abandon the customer despite technical complexity.
O2 Partially Met Proactive follow-through conf 80%
Agent did not set a formal timeline, but did confirm the customer could be called back if disconnected, and implied ongoing support until resolution.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — the agent was handling a complex but resolvable configuration issue within their scope.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly apologized for holds, thanked the customer for patience, and expressed empathy for the time and effort involved.
X2 Partially Met Tone & rapport conf 80%
Agent stayed engaged and responsive, but did not simplify language or adjust pace despite customer confusion, relying on repetition over adaptation.
X3 Partially Met Overall experience conf 80%
Customer had to perform multiple resets and browser attempts, but agent avoided unnecessary repetition of questions and guided through each step.
Call Transcript150 turns · 158 lines
Speaker 1
Eppi? Did you say your name was Ephi? Efi. Efi. Okay. Hi, Efi. My name is Dennis Leplant.
00:00
Speaker 2
ack now for out of warranty products paid support may be available please have your device serial number and contact information ready if unavailable kindly call back later for our warranty product paid support option may be available depending on the issue you for calling Linkthis this is Epi how can i i help you my name is Epi EPPIE
00:00
Speaker 1
I bought a couple of Linksys systems over the years, including one last year, the year before. And I can give you serial numbers and model numbers, depending on what you need. That's correct. Yeah? And I'm not connecting well. And I ran, I've attempted several times this afternoon to reset it and the instructions I was given, if the Linksys node stops working, bring it back to within 3 to 5 ft of the main node, push the reset button for 20 seconds.
01:00
Speaker 2
Yes, I just pulled up your records. So this is Dennis LaPlante, email address is Dennislaplant at Verizon.net. So, yeah, so you have an MX 4200. Be the problem to fix. Yes.
01:00
Speaker 1
and then press the reset button on the main node for one second good okay several times. Okay. All right. I didn't do it. because I didn't didn't connect on the parent node. So, um let me let me do this right now, reset it while we're talking. Five times. [silence] Oh.
02:00
Speaker 2
no it should be five times press the reset button five times yeah yes press it one five times that's on the parent node yeah what we call five press so how many nodes right now are not working sir two nodes okay The, the child load has a different model number. It, it's not the MX 4200. It's an older model. What, what's the model number, by the way?
02:00
Speaker 1
W. Yeah, that's right. Yeah, it's underneath and it's in a tough spot to read. Yeah, WHW03. One of those is not working. So what, yeah, yeah, when I plug it in, the other one, the one I gave you, the model number I gave you before, MX whatever. And I just rebooted.
04:00
Speaker 2
two of those, WHW03 child nodes, are not working. One of those is not working. The other one is also an MX-4-200. Okay, all right. Okay, so... Yeah, so, so, so, sir, Dennis, um, yeah, since you've lost connection for the other, I mean, for the two child nodes, yeah, um, you, you've performed reset on that one, right?
04:00
Speaker 1
It's purple now. It's purple now. Yeah. I already did that. I already did that. Yeah. Oh, do I have to wait till it turns purple before I do that? Okay. Okay, let me do that now. It's purple now. So well,
05:00
Speaker 2
So, once you reset, once the nodes are properly set, the LED indicator on top should be purple. Or it should be, it's purple now. It's solid purple. OK. So, once it's solid purple, you may perform the five press. So that's what we call the five press setup. So, just press the reset button five times on the parent node, OK? So, press the reset button. You did that already? OK. Yes, sir. You need to make sure that the child node lights are solid purple. OK, because that means it's ready for setup. Be sure.
05:00
Speaker 1
Okay, press five times. Okay. The parent node is now blinking. [silence] The child node is still purple. [silence] Two. [silence] Less than two feet. [silence] Should I just reboot it again? [silence]
06:00
Speaker 2
Okay. Not blinking. How far is the child node from the parent node? Okay. No, no. Um, after you did the five press or after you press the reset button five times, uh, can you check the child node lights if it's blinking?
06:00
Speaker 1
yeah, no, it it's it solid purple. Yeah. five, okay. that's what I was doing. So the parent is blue solid blue and the child is purple. That's correct. Yeah. All right. [silence]
07:00
Speaker 2
It's still solid. It's still solid, purple. Okay, can we do it one more time? The five press. Okay, just make sure that, yeah. Again, press it once, not press and hold. Okay, press the reset button once five times. So press, release, press, release, press, release. And it's not doing anything right now? Even if you, already pressed the reset button.
07:00
Speaker 1
Yeah. Should I start again? Yeah. Does that start over? Yes. Okay. I'm hardwired Ethernet on my desktop. I am hardwired into the the router that's coming in from the outside. I have Comcast.
08:00
Speaker 2
It is all right. Do you have any computer available for Dennis? We'll just have to add the node using the interface. Okay? so, can we go to your computer? Are you connected wirelessly to your lynx system network? Okay, so that is a desktop and you're hardwired to the parent node.
08:00
Speaker 1
The Ethernet is directly into the the Comcast that's not how I was told how to do it. Yeah, I can, I can just change the Ethernet cord through the parent node. Okay, I just did. Okay. Yeah.
09:00
Speaker 2
Oh, I see. Okay. Do you have another computer or are we able to connect your desktop to the parent node to one of the ports to one of the Ethernet ports on the parent node? Yeah, all we have to do is to connect your desktop straight to the parent node. Yeah, instead of connecting it to your little podcast box, connect it to one of the ports on the parent node. It should be to the Ethernet port, okay, because the internet slot is already taken. That's where the modem is connected. All right.
09:00
Speaker 1
Okay. Hold on. Yep. Say that again. Whole line. Is it a front slash. Forward slash. Okay. two forward slashes. Okay.
10:00
Speaker 2
okay, so once you have the desktop connected to Your, uh, your parent node, check first if you are able to go online, okay, let's open another window and go to this address that would be my router local.com forward slash, hash below the question mark symbol, yeah, two forward slashes and then my router.
10:00
Speaker 1
Yeah, yeah. dot local, okay, why am I getting a warning when I try to access my router settings than a browser? Where am I going? I don't see this. Click it's, oh, Google Chrome proceed I'm sorry. Now, it says, Linksys? Why am I getting a warning?
11:00
Speaker 2
okay that's fine just go to advance and proceed click on advance and then proceed you don't have that option advanced then what what options you have there?
11:00
Speaker 1
Good morning. There's a box that says, your connection is not private. Click, when you continue your browser will show you the warning. Follow these for your browser. Access your router settings. Okay. Okay. Go to your connection. It says, there's a continue. Contact your network administrator. Okay. Your connection is not private advanced. Okay. I'm waiting. Is enter your recovery key five-digit key?
12:00
Speaker 2
yes you need to go to advance sir yes click on continue okay
12:00
Speaker 1
The parent node. Hold on. Oh, yeah. Okay. So there's a five-digit number, 3, 1, 7, 2. It says, "Create a new admin password and hints." So just, is this just the password to get into the internet? [silence] It's the Astoria node. It's the ethernet connection to the Astoria node. Yeah. It says, "Set both." Oh, okay. It makes sense. [silence] So, just something to get into the node with it, is that it.
13:00
Speaker 2
OK. Yes, the recovery key is underneath the router, the parent node. Yes. Yes. Yes, that's the router password, so you need to create a new one, and you have to take note of it, because you need that in the future, to get into the router settings. That's the router password.
13:00
Speaker 1
Okay. Now. So I just make one. up We've encountered an unexpected error. says unexpected error. 229.8
14:00
Speaker 2
Yes. Yes sir, that's right. Please try again. [silence] Okay, can we [ silence ]?
14:00
Speaker 1
refresh the page. How would you want me to do that? Close the window? No. I am my router.com. Okay.
15:00
Speaker 2
you refresh the page? Or try to close that and open up a new one tab. Yes. Try to open up a new one and go back to myrouterlocal. Yes, sir.
15:00
Speaker 1
5 digit key. admin password, so just create something else. Yeah. I don't know which one I'm using. I think it's Microsoft. Yeah, I think it's Microsoft Edge. Google? Okay, hold on. Okay. Google Chrome.
16:00
Speaker 2
Yes. Same thing? Okay. Are you using Google Chrome, sir? What is the, uh, what's the browser? Is it Microsoft Edge or? Can we try using other browser like, uh, Google Chrome? Yes.
16:00
Speaker 1
All right, so back to my router local.local OK. All right. Now, what am I looking for now? cuz it's getting me different stuff. No, but I'm at I'm I'm at the different page. So, uh, Okay. As it says search it says anytime, past day, past week, past month, anytime. Search results support linksys. uh, [silence]
17:00
Speaker 2
Yes, my router.local. Okay. So, are you able to log in now? Do you have the, do you see the link says smart wifi channel? Is it a blue screen? Where, Oh, okay. It seems that you're getting.
17:00
Speaker 1
Okay, so I'm doing my router.local. That's it. H, T, T, P, colon, <Start of Audio>- That flash, and it's my router, slash.local. Okay. Continue. It says, okay, advanced. Proceed to my local, local, unsafe. Hmm.
18:00
Speaker 2
Make sure that you type that on the address bar, sir. Not on the search, but the address bar right on the very top. Mm. Yeah. http://myroutur.local.
18:00
Speaker 1
Oh, I'm gonna look up the key again, I forgot what the five digits were, but it's 23172. Two, three, one seven two. unexpected error, I got.
19:00
Speaker 2
Oh my gosh, thank you. Just time out the. I'm still the unexpected Okay, let's try um opening up the incognito mode. Can we click on the uh do you see thee three dots at the bottom, I mean at the top right, sir? When you open Chrome, do you see the three dots? The menu that's the menu actually.
19:00
Speaker 1
Hold on. Yeah. Talk right. Yeah. Yeah. Ok. Yeah. You've gone incognito. Ok. So I'm doing HTTP again. Ok. Ok. After I do that, and I, it's something else that says uh local a static HTTP blocking.
20:00
Speaker 2
you: Pop right in line. Yeah. Okay. So do you see their new incognito window? Okay. Let's open that. yes. http://myrouter.local.
20:00
Speaker 1
um, it's, so I'm going to go back, so, Attp atttp colon // my router, my router.open dash, so, yeah, okay. So, I'm pressing enter and then something else comes up. So, I'll, I'll, okay, I'll go to continue two, three, one, three, one seven two. Doesn't matter what, cuz I'm using the password that's for the Wi-Fi now. Is that a different so we're waiting. Oh,
21:00
Speaker 2
my router dot local It's OK. It does not matter.
21:00
Speaker 1
???expected error. Yeah. Yeah. Okay. Yup. Point 1 Point 1.1. Okay? OK. Enter? UI. Yeah. Okay.
22:00
Speaker 2
Same thing. Okay, let's try this address, sir. Okay, um, just use uh incognito, okay, clear out the address bar and go to http://192.168.1.1/ui/, not yet, /ui/, /local/, /dynamic/.
22:00
Speaker 1
dynamic, OK. [silence] index. ? [silence] .html. [silence] OK. [silence] . [silence] 23172. [silence] OK? [silence] Submit [silence] We're [silence] waiting.
23:00
Speaker 2
yes index, I N D E X, yeah, dot HTML. yes press enter.
23:00
Speaker 1
[silence]
24:00
Speaker 2
Same thing. Okay. Let's try to, here's what we're going to do, sir. Um, yeah, uh, it could be, be that there's a problem with the, uh, with this, uh, particular device. So try to disconnect your modem from the parent node. So disconnect the cable from the Internet port, the yellow port of the parent node. Okay, just for the meantime, we'll just have to disconnect that. Let's try to access that user interface again. Okay, disconnect the cable from the Internet port of your parent node.
24:00
Speaker 1
I I don't know what you I'm I'm a little confused on what you want me to do. yeah, there's the Ethernet that's connected to my desktop. And then there's. Yeah. Yeah. Yeah. Okay. That's to the. Yeah. that. Yeah. Okay. It is. cuz it now the parent parent node is blinking red. Okay. [silence]
25:00
Speaker 2
So that... Okay. Okay. Okay. Try to look at the back of the parent node. Okay. And there's also a port where the model is connected, right. And that is the yellow one, the internet, right. Correct. Okay. Please disconnect that cable sir. Temporarily. Okay. We'll just have to disconnect it temporarily. From the internet. Okay. So let me know if it's disconnected. Okay. Now let's go back to your desktop.
25:00
Speaker 1
But I can't get in the desktop because it's not Oh, it's connected to the 2001 But the 2001 doesn't If Okay. Yeah. Yeah. Hold on. HTTP colon double slash 1 9 2 dot 1 6 2 dot 1 dot 1.
26:00
Speaker 2
That's alright. Yeah, for now, we don't have internet, since we've disconnected your modem from the parent node, but we can still access the user interface without internet, okay? So, um, can we try that again, sir? So, you have the uh, incognito window. Can we try to open 192, http://192.168.1.1/. Okay. Yes, .168.1.1
26:00
Speaker 1
Yeah. Yeah. UI. Hold on. So, is it UI and what's next? Slash, slash local. Okay. Dynamic. Okay. HT H M L. Okay. Yeah. 23172. [silence]
27:00
Speaker 2
Okay. Press enter.
27:00
Speaker 1
For the code. Unexpected error. Unplug it. OK. For 30 seconds. OK hold on a second.
28:00
Speaker 2
Unexpected error. Can we turn off your parent node, sure, just for 30 seconds, okay? And plug the power. Yes. Turn off the parent node. We'll wait for 30 seconds before you plug it back in, okay?
28:00
Speaker 1
Is that 30 seconds? Is that 30 seconds? Yeah. Okay. All right. Back to square one. Yeah [silence]
29:00
Speaker 2
Okay, plug it back in, sir. Yes, plug it back in. Okay, so we have the the parent node turned on. Okay. Do not connect the modem yet, okay? Just leave it disconnected. Now let's go back to your desktop. Please close all the windows open. Okay, let's. [silence]
29:00
Speaker 1
Okay. Google Chrome. Incognito. All right. HTTP colon 192 my router dot local. That's it. Okay. Continue.
30:00
Speaker 2
Just uh, start from scratch here, so let's uh,”
30:00
Speaker 1
2, 3, 1, 7, 2. What's that? I have the parent in the MX series, I have the parent and two child, two children. And then on the other smaller one, I have three of them, but one's not working. Yeah, including the parent. Unexpected error. Yeah.
31:00
Speaker 2
total, sir, by the way. How many Lynx devices you have in total? Do you have three? Okay. So, all in all, you have five. still unexpected error.
31:00
Speaker 1
Sure. Okay. Okay.
32:00
Speaker 2
Okay. Alright. Okay. I'm just gonna put you on hold for about two to three minutes, sir, so I just need to have this checked, okay? Alright. Just hold on, please. Hello, sir, Dennis. Yes. Hi there, sir. Thank you so much for patiently waiting. I apologize for the hold, sir. Well, yeah, actually, um, we're aware of this issue, okay, um, Some of the MX-4200s is actually on encountering this particular problem, unable to access the user interface. So we're really having issues accessing it. Now we don't have any other choice but to reset your parent node to factory defaults and we can figure all those child nodes that you have, okay? It's like that we're starting from scratch first to be able to access the user interface. Yeah, I understand that your only issue is the two nodes, the two child nodes but the problem is we are unable to access the user interface. We need to add your child nodes manually because we're not able to do that when we did a pipe press. So the other ways for us to access the user interface. So not to worry because, uh
32:00
Speaker 1
[silence] Yeah, I [silence] it's goin' to take me a couple of minutes to go get 'em. Okay. All right.
35:00
Speaker 2
I will walk you through the process to manually set this up. Okay. We just need to reset your device to factory defaults. Okay. So, um, we need to gather by the way, uh, um, I I can can you gather all your child nodes in one place or is that not possible? Sure, sure. I'll wait. Thank you.
35:00
Speaker 1
Do they need to be plugged in? They all need to be turned on. Okay. I probably have to. Amen.
36:00
Speaker 2
Yes. It needs to be turned on. Yes. But, uh, if you don't have an extra, um, outlet, then that's fine. We can, uh, probably configure, uh, the first two or three child nodes. And then, uh, we'll do the rest later.
36:00
Speaker 1
Hold on. I have, uh, strip, uh power strip, so I think we can get them all right back. I got one more to get. [silence] okay one two three four in the parent
37:00
Speaker 2
Okay, so all right, so you have everything plugged in, okay, so, by the way, uh, you know, the wire you know your wireless settings, right? Your wireless network name and the password. Do you have a copy of those, sir? Okay, so you still remember the name and the network, I mean the name and the uh password. Okay, yes, because we need to, you know, we need those settings um later on for us to reconfigure this device, okay, because we'll be using the same settings, all right? So, now, um, let's uh perform a reset on your parent node. So, press and hold the reset button for uh 25 seconds. That's on the parent node, okay? Press and hold the reset 25, [ silence ]
39:00
Speaker 1
Okay, so I should be unplugging the ethernet thing to it. Well, it's not disconnected. It's still plugged in. Okay, so unplug. So you want me to press reset for how long? 30 seconds? 25 on the parent. Okay. Uh, hold on. I'm gonna have to start over. I messed up.
40:00
Speaker 2
just leave. the modem disconnected, I mean, just leave the modem disconnected from. From. relaxing the head. 30. 25 seconds. Sorry. 25 seconds on. the parent. Yes.
40:00
Speaker 1
Okay, that's 25 seconds. It's blue. It's a solid blue. Okay? Yeah.
41:00
Speaker 2
Okay. Solid blue. Uh-huh. Okay. Uh-huh. So, can we go back to your computer desktop? Okay? So, you still have the uh modem disconnected, correct? It's still disconnected from parent node. Okay. Okay. So, it just leave it disconnected. We'll try to access the user interface now. Okay? So, open up an incognito window.
41:00
Speaker 1
You are. Okay. I don't know if it has internet service now. The DNS probe finished no internet. Do I do reload? I'm gonna press Ctrl Alt F one. [silence] And then press enter till it senses. [silence] Awesome. Let's do this again. Enter your password. [silence] All right, looks like the service is back on. I did it through Wi-Fi direct. No, click continue.
42:00
Speaker 2
Then on the address bar type in again http colon slash slash my router dot local it's okay we can still access the user interface without internet service okay um again you've typed in
42:00
Speaker 1
Yeah, I'll do it again. HTP colon forward slash t wice my router dot local. Enter. This site, oh, it's still, yeah, it stopped. This site can't be reached. Check if there's a typo. HTTP colon forward slash 1 9 2. 1 6 8. 1. 1 and what's, around.
43:00
Speaker 2
Yes. OK. How about OK. How about HTTP colon slash slash 192.168.1.1. Let's try that.
43:00
Speaker 1
grammar, grammar, presenter, presenter. The site can't be reached. This site can't be reached. No, you told me to disconnect the ethernet from there. No, you told me to disconnect the ethernet from there. No, you told me to disconnect the ethernet. The ethernet cable that was on the computer connected to.
44:00
Speaker 2
Press enter. You still have the computer plugged in to the parent node, right? [ silence ] No, not the computer, but the modem. Okay. Leave the computer connected, sir. Leave it connected to the parent node. Connect it to the Ethernet, yes. The parent node.
44:00
Speaker 1
you have told me to disconnect it. right. you don't want the current node connected to the modem. uh-huh. it is. all right. that's correct. plus the power. yes. the Ethernet cable is connected from the computer through the parent node. [silence]
45:00
Speaker 2
Yeah. Yeah, but leave the modem disconnected. Yeah, but leave the modem disconnected. Leave the modem disconnected. Leave the modem disconnected. Yes. Just leave it disconnected for the meantime. Okay? All right. So now we have... The only thing which is connected to the parent node is your computer, correct? And it is... It is connected to Ethernet, correct? Okay. Now, can we try to access that one more time again, sir, on the computer?
45:00
Speaker 1
my router dot local at that I'm at advanced proceed to Link smart wifi.com [silence] um okay, let me go back um it says okay, continue your connection is not private um ban there's advanced it says proceed yay okay two three, one seven four.
46:00
Speaker 2
Yes. http://myrouter.local. If that doesn't work, you may try http://192.168.1.1. Uh, no, no, no. Um, do you have the option there, uh, to access it locally? Can you tell me what are the options, please? Yeah, just proceed. Answer, and then proceed.
46:00
Speaker 1
2 internet connection is down. [silence] password. [silence] yeah. [silence] ask access vlom. [silence] yeah. [silence] lower case a D like okay. [silence] Okay. I have a blue screen.
47:00
Speaker 2
Okay. It's asking for a router password. That's what it says. Is it, is it router password, Circe? Is by default since we reset your router, just type in admin, A-D-M-I-N, all lowercase. Mm-hmm, A-D-M-I-N. Okay. So. Okay. Did it say
47:00
Speaker 1
It's designed dynamic home dot html [silence] Support. [silence] Now, there's, oh, it's just [silence] blue. Yeah. Yeah, let me go back. [silence] http colon slash slash my local [silence] inMy [silence] okay. [silence] Continue. [silence] Sign in, log in with your router password. [silence]
48:00
Speaker 2
Yeah. Smart Wi-Fi tools, do you see those options? Like, yeah, so can you see the the options on the left hand side? like device list, guest access, do you see those? Just blue, all blue. Yeah, my router.local.
48:00
Speaker 1
Internet connection is down access VLOD router password so put admin in there. A D M I N. Sign in. [silence] Ah, now it's giving me things. Okay, smart Wi-Fi tools. Yeah. [silence] I'm connecting the Comcast router.
49:00
Speaker 2
admin in there, yes. okay, very good. so you now have the page open, right? finally. okay, so you see those settings? okay, now sir, please connect your modem back. okay? connect the cable modem back to the yellow port at the back of the parent node.
49:00
Speaker 1
Do the current note no I down. Hold on. Um, yeah, internet. Yup. Okay, now it says that work status connected. It is purple. Of what.
50:00
Speaker 2
Yes. And it should be connected to the yellow port, okay? The one that says internet. Okay, that's done. Okay, that's very good. So network status is connected. And the light on your parent node is white. Is it solid white? [laughter] Purple, okay. Can we go to, can we click on CA down at the bottom right?
50:00
Speaker 1
OK. what do you I? I see a device. OK. there are four. there are Hold on. I'm looking. but I don't see anything. I don't see anything about privacy policy. there's a privacy statement. third party licenses. so there are eight boxes.
51:00
Speaker 2
on the smart wi-fi page. Yeah, on your desktop, please try to. okay, try to scroll down and look for CA at the bottom right. Beside the privacy policy, do you see CA? CA? It's bottom right. Bottom right, sir. Right beside privacy policy. It should be bottom right, right next to privacy policy. There is CA option. It's really small. I'm sorry.
51:00
Speaker 1
Okay, First up's the smart wow, the list of words has smart Wi-Fi tools. Okay, and then there are eight I am on the right. Yeah, Third Party licenses right? And then, yeah. Yeah. No, not here. No. That
52:00
Speaker 2
[KEEP_UNCERTAIN] Yes, that's the left panel. But try to look at the right and check at the bottom. So you see the end user license agreement. You have the privacy statement, third-party licenses, the privacy policy right next to third-party licenses. Do you see the privacy policy? Yes. And right next to privacy policy, do you see CA? There's no CA? Okay. All right. That's all right. Okay, can we, uh, by the way, can we do the five [Silence]
52:00
Speaker 1
What do you want me to do? So press it five times? Okay, hold on. Okay. It is now it it's like a it's blinking it's whitish bluish. Okay, now it's whitish. It's.
53:00
Speaker 2
on the parent node first sir. Let's do the five press first on the parent node. Yes, press it five times. On the parent note okay. Okay. Mhm. Mhm. Okay. I don't know okay. What about the child nodes? The child nodes that are purple? Do you see any difference or do you see any changes?
53:00
Speaker 1
um three of the child nodes are blinking red and one is solid purple mark okay yeah yeah um
54:00
Speaker 2
okay on the right there so we could like actually see the any fine uh... wifi setting all right and under wifi setting sir you would be able to see there the name the two point four as well as the five gigahertz band now you may change the name back to its original settings your wifi name as well as the wifi password okay [silence]
54:00
Speaker 1
so under 2.4 gigahertz band Wi-Fi name, I changed that to the Wi-Fi name, yeah. Yeah. did I change that for the 2.4, the 5 and the 5 for all three? So there's six boxes that I get to fill.
55:00
Speaker 2
Yeah, to your name, to your original name. You still have a copy of the settings, right? Of your original settings, your wireless settings? Yep. So just change those information, the Wi-Fi name as well as the Wi-Fi password, sir? Yes. Yes, sir. Yeah, so it should be the same thing, the one that you had before.
55:00
Speaker 1
Okay? I got two of them done. Let's see. Okay? Anything else I have to change or do I press apply? Applying changes. Your router is applying changes. So three of the cell nodes are blinking red. And one of them is solid red.
56:00
Speaker 2
yes, so make sure that the settings are correct. If you're okay with the settings, you may click Apply and okay. okay.
56:00
Speaker 1
oh
57:00
Speaker 2
Okay? We'll wait for it to stabilize. Okay. Okay, so are you back to the screen, to the same screen or it's still applying the changes? It's the, okay, just press OK. After you click apply, just press OK. All right? And can you check the child nodes? They're still blinking, the lights are still blinking or, or, or, or, or, or, or,
57:00
Speaker 1
Yeah, they're all blinking red.
58:00
Speaker 2
okay we'll wait for it to stabilize it may take a while [silence] [silence]
58:00
Speaker 1
[silence] They're still all blinking. [silence] The, uh, the parent node is blue. [silence] Solid blue. [silence] They're still all blinking red. The parent is blue. Solid blue. I got one that is solid blue. One of the one of the child nodes is solid blue. The others are still blinking red. Yup. the device list. Okay. Does that a device? Um, when I click it on, it says added device. Is that what you want me to do?
59:00
Speaker 2
Okay. All right. Try to. Okay. Can we go back to your desktop? And click on device list. On your device list, do you see the child node? Do you see like a list of the child nodes? Yeah. No, no, no. Not add a device. Do you see the list on the left that says list under device list? Yeah, but when I click it, it says no child nodes detected. Okay, has it ever worked for you before? um it no it hasn't okay um do we go go back to that right. click again. application director. okay how about right click again and click on view properties. really yeah you don't click this unlock overlay? click unlock apply okay now click on
60:00
Speaker 1
yeah hold on online devices colon local six guest zero I don't all I see is a number it says local six guest zero they're not identified separately when I click it on I just have the box doesn't do anything Do you want me to go do you want me to go in the list or the box? okay okay yeah that wasn't good on anything but when I went to the word the word device list there is a bunch of [silence] there
61:00
Speaker 2
... and by connected devices. um, is it work... OK, so... you see the online devices right? ... when you click on Devices... you just click on... the Device list option on the left hand.
61:00
Speaker 1
there's a bunch of boxes. So, one of them is online. And I'm going to see if the child knows this online and I think the and I'm looking for. Yeah. And the parent is online. All the others are not. There's yeah, the three there are three other child nodes that are blinking red. There is one child node that's blue and says it's online. Okay.
62:00
Speaker 2
And blinking, because right now, the two child nodes are still blinking. Okay, alright, so we'll just gonna wait for the other three child nodes, cuz it may take a while for them to connect.
62:00
Speaker 1
My printer says it's online. Yeah, the three child nodes are still blinking red.
63:00
Speaker 2
Yeah. Because we've actually set up the same settings. So, that should connect to the network automatically. Okay. We'll wait for two more minutes. Because if it's still blinking, then we'll...
63:00
Speaker 1
Okay.
64:00
Speaker 2
just have to reset them to factory defaults, and then we're going to add them manually.[silence]
64:00
Speaker 1
Okay, what do you want me to do? Okay, each of them individually, 25 seconds, okay? Yeah. [silence]
65:00
Speaker 2
Okay, so it's still blinking red. All right. Um, yeah, I think, uh, two minutes is already, uh, up, so we'll just have to reset the, uh, the child nodes that are blinking red, okay? that, that are not connected. So let's perform a reset on those child nodes. Yeah, press and hold the reset button on those nodes for 25, uh, seconds. Yes. Except for the one which is already connected, okay? because that is already connected. [silence]
65:00
Speaker 1
Okay? One of them is done. So just do all three of them? One of them turned blue. [silence] [silence]
66:00
Speaker 2
after you do the reset there's no light we'll wait for the light we'll just wait for it to turn on
67:00
Speaker 1
Okay, one of, one of, one of those purple, the MX, is purple. Uh, one is, blinking red. Oh, one's solid red. Yeah. One has no, uh. Yeah, it's solid. The solid red and a solid purple, and one has no light. The one I did last. Yeah, oh, okay, now, two of them have red lights, one has a purple. Yeah. Okay.
68:00
Speaker 2
sometimes, yeah, after the reset. just let me know if it's solid, we'll wait for it to, yeah, okay, solid, is it solid red? Okay, let's just go back to your computer.
68:00
Speaker 1
Okay. I have the device list. Okay? All right. Where do you want me to go? Okay. P a router... Okay. Add Do I do apply?
69:00
Speaker 2
Okay, we're gonna try to add them. So, um, you still have the Linksys Smart Wi-Fi tools page open, right? Okay. You may, uh, click okay on the device list to get rid of it. Go to connectivity and look for CA router setup. Click on CA router setup and click on add wireless child node. No, not yet. Check the child node list and select [silence] CA Repeater. [silence]
69:00
Speaker 1
one is purple, solid purple. One is blinking red and the other one's solid red. Um No. I have one blinking red, one solid red and one solid purple.
70:00
Speaker 2
blinking right now.
70:00
Speaker 1
my number, by the way, is 7326732235. I hate to lose you now after all this. [silence]
71:00
Speaker 2
Okay, we're just going to wait for that. Because it takes time to establish a connection. Yes, I do have your number here, sir. So, don't worry if our call gets disconnected. I can call you back. I understand. Okay.
71:00
Speaker 1
Two and three feet, one is maybe for five feet. I can move a closer. Okay, they're two are solid red and one is purple. Do you want me to press add wireless? Add a wireless child
72:00
Speaker 2
What do you see on the child nodes? Is there any progress? And how far are those child nodes from the parent? [silence] Yes, can we try that again?
72:00
Speaker 1
Okay. One of them is turning green. Uh, one of the child nodes that was red. One of them, the purple one is blinking. And then there's one that's solid red. And one is green. One is green. One is blinking red and one is solid red. Mm. Yeah. Oh, I thought it had to be blue. Oh, maybe that's good. Okay. Good.
73:00
Speaker 2
Which one? OK, that's very good. OK. OK. the one which is green. Is it solid green? OK. OK. Yeah, because that means it's already connected. That means it's connected.
73:00
Speaker 1
[this is blinking red.] and one of them is solid red. [silence] [loud pop]. [silence] Yes. Oh, no. It went to pink [bleep] [ silence]
74:00
Speaker 2
What about the the one which is blinking right now, the purple? Is it now uh trying to... Okay, we'll wait for that. [silence] Well waiting sir for the child nodes to connect [silence] so one query is usually does a query that contains more than one identifier name, same nodes will visit? [silence] Okay, sir. Let's continue. [silence] So if it contains more than one identifier name, so may it be the same nodes? Yes, ma'am. Same questions.
74:00
Speaker 1
Yeah. My phone is... My wife's phone downstairs. So I, I, I'd have to go check her. Do you want me to go check it? Okay. So one is green. Uh, uh, okay. So one of them just turned blue. So there's one child mode that is solid red.
75:00
Speaker 2
Can you check your other wireless devices? Check if they're connected. Uh huh. Yes. So while waiting... Okay. So there's only one right now which is solid red. Right?
75:00
Speaker 1
[i got] two blue and [i have] two blue and one green. it for seconds. right now there's no light.
76:00
Speaker 2
Is the other two already connected? Okay, okay. That's good news. Now, the one which is solid red, can we perform a reset one more time, one less time on that one, okay? 25 seconds.yes. [silence] Okay, we'll wait for that. So, while waiting for that light, sir, for that node, you may relocate your nodes, the other nodes, I mean, your nodes that are connected, the child nodes that are connected. Yes.
76:00
Speaker 1
Okay, I'm back. The w closely thought it's a solid red Yeah, it's a solid red Okay Okay, it's still solid red No.
80:00
Speaker 2
all right. Hmm. The child node right now, after the reset, it's solid. Red. Okay, can we go back again to that page where you, uh, um, where you have the CA router set up? Just click on Add Wireless Network again, sir. xperiment not even blinking.
80:00
Speaker 1
do I have an extra? Let me see. I don't. Oh, it's blinking now. It's blinking red. While I'm doing that, I'm going to go move the other skull nodes that is connected and I'm going to it. What it is. Yeah, it's fine. Okay.
81:00
Speaker 2
Do you have an extra ethernet cable? Can we, yes, can we try to connect that node? that node to your parents node? to one of the, uh, other ports? it's blinking? okay, all right, we'll just wait, we'll just wait then. okay. okay, sure. and, yeah, we'll, we'll while waiting as well, sir, Let me put you in hold for three minutes, okay? I'll just go grab a, uh, glass of water.
81:00
Speaker 1
Yep. It's green. [silence] Yep. Yeah.
84:00
Speaker 2
i for dear Dennis yes thank you so much for patiently waiting sir I apologize for m it hold so now the child node the last child node is green the light is green okay that's very good that's very good it's good to know so yeah what we actually did sir wa wa since we were
84:00
Speaker 1
Ah, no. Uh the one, the ones I brought downstairs is says it's offline. Yeah. One of the ones, one of the, MX of the larger models is now on, offline. So I'd have to go back. Oh, no, wait. I don't know. No, no. It's no, no. Oh, never mind. I'm getting two different the same links.
85:00
Speaker 2
we are unable to access we're having trouble accessing again the user interface earlier with that we need to reset your parent node to default and add the child nodes back to the parent node. so right now everything is actually configured. they're all connected. sir Dennis, will there be anything else that you need help with? the uh the one downstairs is offline.
85:00
Speaker 1
One says, online. The other one says, offline. I don't know what that's all about. Okay. Okay. Okay. Okay. Thank you for your time.
86:00
Speaker 2
Yeah, it may take a while for it to, yeah, to refresh, sir. So the the lead indicator is actually, um, uh the the lead light is an indicator that uh it's connected, the green and the blue light. So that user interface the device list there may take time to refresh. So as long as they're connected, yep, uh, as long as the the the lead indicator is blue or green, that means it's connected and they are they are configured. Okay. Thank you for your time and your patience, sir Dennis and I really do apologize if this took so long. appreciate your your patience here with me. So, yes. For more information, just please visit our site, support.linksys.com. This is Ephy again from Linksys or Dennis. You do have a great night. Thank you for calling. bye.
86:00