V2 Rubric Detail — 0e4c7532-7aea-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 16:28
Duration
68m 2s
Contact
Carlos Bravo
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00136378
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_No internet connection
⚠ 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

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.1% (+29.1)

V2 Grader Summary

The agent successfully restored internet and Wi-Fi by diagnosing a faulty WAN port, swapping and resetting nodes, and reconfiguring via remote session. However, the instruction to perform a 5-press on the MX4200 — a model not supported for that procedure — introduces a technical inaccuracy, downgrading T2 and T3 to Partially Met. Despite this, the overall resolution was effective and customer-confirmed.

V1 Case Analysis

Customer reported no internet on MX4200 mesh system. Agent diagnosed faulty parent node, swapped with child node, performed factory and 5-press resets, restored connectivity. Internet and Wi-Fi confirmed working. Call closed.

Troubleshooting Steps
  • Verified model, serial, and warranty status
  • Power-cycled modem and router, checked Ethernet to yellow WAN port
  • Swapped child node to act as new parent node
  • Performed factory reset (press-and-hold) and 5-press reset on nodes
  • Re-added child nodes to mesh and confirmed internet connectivity
Key Observations
  • Agent successfully resolved a complex hardware fault by correctly swapping and resetting nodes.
  • Agent requested remote desktop access, which is not a standard or approved Linksys support procedure (protocol violation).
  • Agent provided an incorrect URL (linksys smart wifi.com) instead of the correct local address (myrouter.local).
  • Agent correctly used the 5-press reset method, which is supported on MX4200 per KB documentation.
  • Customer confirmed resolution with speed test and Wi-Fi connectivity.
Positive Highlights
  • Correctly identified and resolved a hardware fault in the parent node by swapping with a child node.
  • Properly executed the 5-press reset method on the MX4200, which is a valid escalation and diagnostic step per KB.
  • Demonstrated persistence and technical knowledge in guiding the customer through a multi-step recovery process.
  • Confirmed resolution with customer using real-world testing (browsing, speed test) and closed the call appropriately.
Agent Errors / Gaps
  • Requested remote desktop access, which is not a supported or secure Linksys support method (protocol breach).
  • Provided incorrect web address: 'linksys smart wifi.com' instead of 'myrouter.local' or '192.168.1.1' (accuracy error).
  • Misled customer by suggesting remote access was necessary to resolve the issue, when local access would have sufficed.
  • Caused confusion by directing customer to an invalid login page, leading to unnecessary troubleshooting on browser and OS compatibility.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms Wi-Fi and internet are working, runs speed test successfully, and expresses satisfaction: 'we got wifi... this is even faster than before'.
R2 Met Diagnostic thoroughness conf 97%
Agent conducts systematic troubleshooting: power cycle, LED observation, node swap, factory reset, remote session — all logically sequenced and responsive to symptoms.
R3 Met Correct resolution path conf 96%
Agent acknowledges device is out of warranty but proceeds with full troubleshooting: 'we can still provide troubleshooting on this' — aligns with OOW best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies symptom (no internet when router connected), verifies ISP service via direct modem test, isolates issue to parent node’s WAN port through process of elimination.
T2 Partially Met Appropriate tools / resources used conf 95%
Agent correctly uses remote access and reset procedures, but instructs customer to perform 5-press on MX4200. Per universal_5press_models.md, the MX4200 is not listed as a compatible model for the 5-press escalation method.
T3 Partially Met No misinformation conf 95%
Agent provides mostly accurate guidance, but instructs 5-press on MX4200, which is not a supported model for that procedure per universal_5press_models.md — constitutes a technical inaccuracy.
Communication
C1 Met Clear & professional language conf 95%
Agent maintains control throughout: sets expectations, guides transitions, manages remote session, and closes call professionally.
C2 Met Confirmed understanding conf 94%
Agent adapts language, confirms understanding, uses customer’s name, and matches pace — especially during complex steps like reset and remote access.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, performs all troubleshooting, does not transfer, and follows through to resolution.
O2 Met Proactive follow-through conf 95%
Agent provides clear next steps: reset node, swap parent, wait for solid blue, relocate nodes — and confirms completion with customer.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation was performed and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expresses empathy and appreciation: 'you've been so helpful', 'thank you so much', and acknowledges customer effort.
X2 Met Tone & rapport conf 94%
Agent matches customer’s tone, remains patient during technical difficulties, and checks comprehension multiple times.
X3 Met Overall experience conf 95%
Agent minimizes customer effort by performing remote configuration, guiding reset steps clearly, and avoiding unnecessary repetition.
Call Transcript120 turns · 126 lines
Speaker 1
Hi, I have a Reync Z. Reyncsys V. Lav system and um it's it's not responding. So I think I need to get a new one that and in your website looking at the V. Lob 7 but is that a discontinued product? Uh how do I order this? I cannot find it anywhere. [silence]
00:00
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling linksys. My name is Clark. How can I help you? [silence] Mm-hmm. [silence] Mm-hmm. [silence] Okay.
00:00
Speaker 1
[silence] Okay. The 6E. Yes, I found that one, but it seems to be less performance. How many devices does 6E can handle? Okay.
01:00
Speaker 2
Sorry. regarding to that one, sir, we run out of stock. and unfortunately, so we are no longer met, we really don't know when it will be the the stock will be replenished. So um the model that we can suggest for now is the the linksist developer 60. That I believe is still available through Amazon.
01:00
Speaker 1
32. Yeah, I need more, now. Yeah, the 7 handles a lot more. 32 devices at the same time. Yeah. And is that--Linksys used to be the main networking, you know, brand. So you--you guys are pulling out from that market? I'm surprised that, you know, you-- I don't have a suitable, you know, professional-grade uh I see. Okay. I see.
03:00
Speaker 2
All right, so the maximum devices that can connect to the Val-U Pro 6 ether is 32 devices. Mhm. That's actually current. Yep. Mhm. That's actually correct. Mhm. That's Yeah, that's right, sir. Mhm. Unfortunately, as Linksys technicians, we do not have any information for the meantime regarding the next feature that will be added to the Val-U Pro 6. But I believe the management is doing some updates sooner or later regarding on the devices that will be released sooner or later.
03:00
Speaker 1
Yeah. Now, in regards to troubleshooting my unit, if I give you a serial number, can you tell me if it's something you can help me with? Okay. Yes, let me pull it up. Well, I got to go to the main unit. I didn't write it down. Give me one second. I got to go in my office and I'll I'll pull it for you, yes, sir. Thank you.
04:00
Speaker 2
Mm-hmm. Mm-hmm. Um, yeah, for sure. I can assist you regarding on that. Um, can I have the serial number, please? Yeah, sure, sure, sure. I'll take your time.
04:00
Speaker 1
It's uh, oh my god, it's of tiny numbers. Give me one second. Serial number 3 a L. Oh crap. Let me take a picture and I'll let blow it up, hang on. 38 U10 M as in Mike, 39 A as in alpha, 0 63 94.
05:00
Speaker 2
sure sure i'm just sick of time um younger people are more healthier and happier[silence] yeah yeah sure sure um it's yeah i can see that um
05:00
Speaker 1
yeah give me one second let me see what it says it has a name password recovery serial and Mac address I don't see a model number oh at the top yeah model number Mx yeah I think it's a 40 200 the internet service provider is spectrum it's um okay I got uh yeah no problem what happens is is not taking the modem the internet modem signal
06:00
Speaker 2
All right. And what is the model number? Do you see the model number on that one, sir? Uh-huh. 4200. All right. Okay, I see. And lastly, sir, may I know who is your internet service provider? Alright, got it. So, um, could you please let me know what is the current issue, uh, you're currently facing right now, um, before I can give you the information on the router itself? Yeah, go ahead, please. [silence]
06:00
Speaker 1
into the Wi-Fi, as soon as I plug it, plug the modem to it, you know, of course, after turning it off and on and all that, it it it doesn't get the the internet. It just does not communicate with the modem. No, but when I do a hardwired, I do. It worked fine. We're already troubleshoot troubleshooted the the modem to the even a direct connection to the computer. It works fine. But as soon as I connect the modem to the router, the internet stops. I'm going to try different cables, you know, [silence] Yeah. Yeah. Yeah. Since I bought it new, I bought it.
07:00
Speaker 2
Oh, okay. So right now, you're not getting any internet connection at all? Okay. probably probably the main node or the parent node disconnected to internet reason it's not getting an internet connection. All right. So, before we can proceed on doing some troubleshooting, may I ask or may I know how long have you been using this Linksys router?
07:00
Speaker 1
Oh, it was several years ago. It's at least four years. Whenever they came out, it was the best thing and so I bought it. Yeah. Mm-hmm. Yeah, of course. Okay. Okay.
08:00
Speaker 2
um, used to remember, when was that? Um. Okay. I. Okay. I see. So it's, uh, um, um, regarding all the information or the status of this device, based on our system, using the serial number that you just provided to me, um, the warranty status of device, uh, is really out of warranty, um, last March 1 of 2024. Okay. And then, um, we can still provide to you some troubleshooting regarding on those things, on, regarding on those links is rather. However, I just wanted to set expectation that, um, if, in the long run, uh, the device will not be working at all, if we can, if we were going to deem the device defective, if we can no longer, process replacement for that. However, we can still provide troubleshooting on this. All right?
08:00
Speaker 1
Yeah, exactly. So at least find out. If it's bad for... for sure, then I'll just go buy a new one. And I just want to make sure, maybe this can be reset or something. We did have a lightning strike nearby and that's when this stopped working. Okay. Yeah. Yeah. Is Carlos, last name is Bravo. Bravo. B-R-A-V-O. Yes. Yes. Yes. Okay. Okay. It's whatever you have on file, you can use
09:00
Speaker 2
[silence]
09:00
Speaker 1
Karl house realty that's K A R L H A U S R E A L T Y at Gmail. Gmail yes, sir, yeah, it's blinking. It shows a blinking red. It was it was right now it's blinking red. So, uh, let me see cause I've been troubleshooting this thing no it's not connected.
10:00
Speaker 2
All right, it's a, so it, Carl House, Realty at, gmail.com, right? Okay, perfect. Thank you so much. All right, so we can now start to do the trouble-shooting. So, technically, right now, the parent node that is currently connected directly to the modem is showing a solid red light. Is that correct? Oh, it's blinking red right now? Okay. Okay. Is the internet cable connected to the parent node right now?
10:00
Speaker 1
I can give me one second. Right now the modem is not connected to anything. I got it. I got it all disconnected. But yeah, the cable modem is not gonna. I can. Yeah, go ahead. Yeah, like unplug the power or just the communications cable? Power. Okay. Yeah. I'm going to put you on the speaker phone, that way I can use my two hands. Okay, thank you. Okay, let me took the power off. Okay, modem has no power. And and the main node of the mesh system has no power. Okay.
11:00
Speaker 2
Okay, all right. Um, is it connected to your computer? Oh, okay. Okay. So, I see. Um, how about, all right, how about this one, um, sir, Carlos. Can we unplug both your modem and the Parrot node? Can we do that? Yeah. Um, yeah. Power. All right, sure. Alright. Got it. Thank you so much. And then right now, uh, the internet cable, can we connect it,
11:00
Speaker 1
Okay, connect the internet. I mean, the, you know, it's on, it's a cat five. Yeah, the internet cable is connected to the to the Linksys uh node, okay. And nothing else. Yeah. Okay. It's um, I don't have a yellow level internet. It's the bottom the bottom connector is the one that I normally use. Oh yeah it is. Yeah, yeah. Look at an end. Yeah. Yes. Yeah, I see a little yellow line. Yeah.
12:00
Speaker 2
Sure. So, it goes first to the parent node and it needs to be connected on the Internet port of the parent. Yeah, Internet cable. Yep. Parents. Mm-hm. Yep. And yep, that's right. And it should be connected on the yellow-labeled Internet. Okay? Yes. Yes, that's correct. The one the All right. So, if the That's right. All right. So, if the cable is now connected, so can we turn on now first? Your
12:00
Speaker 1
The cable modem, which is not connected to anything other than the cable people. Let me turn it on. Okay, cable modem is on, and it's cycling. Yes, yes. There is I haven't even connected the node to the cable modem yet. I only got the cable on one side. Yes. Okay. Now I have the modem connected with a serial, you know, with the cable.
13:00
Speaker 2
modem. the cable modem. Okay. All right. So the cable modem is on and then the ethernet cable connected to it is running directly to the Pirat note. Is that correct? Okay. Perfect. So no other device connected to the cable modem aside from the Pirat note. Is that correct? Also? Oh, can we connect Can we connect it now, please? the other side also.
13:00
Speaker 1
into the link. It's a yellow port. Yes, yeah I'm waiting for it to say, uh, power is on, but it's cycling right now so we'll give it a little minute to. Oh, really? Downtown with what? I don't understand. You're asking me a question?
14:00
Speaker 2
Okay. Perfect. Thank you so much for that. So let's just wait for the cable modem to fully boot up. Um usually, it turns like a solid blue or something like that, right? Uh huh. That's right. Wait for that. Um, actually there's a uh downtime with Spectrum um earlier, so that's probably the reason why you's internet. [silence] Yeah. Uh downtime with the internet connection with Spectrum. [silence] Um, upon checking earlier,
14:00
Speaker 1
Yeah. Oh yeah yeah, I know, but it's all back. Yeah, it, the cable is working, I already tested it. I already tested it by hard wiring it to a computer and it works fine. I got internet. Okay. Okay, now the modem is, it shows online. Yes. Okay. Now I got put power on the Linksys, Linksys unit. What do you call it, period node? Oh, parent node. Okay, yes. Okay, I got you. Yeah, the parent node. Yes. So I have a a little blinking
15:00
Speaker 2
Uh, with our, like, pools, um, in a internet outage with Spectrum service that happened earlier? Mmhmm. Oh, okay. Mmhmm. Mmhmm. Okay. All right, perfect. Thank you so much for confirming that. Okay. and we turn on now the Terrace, huh? Mmhmm. Yes. Parent. Terrace not.
15:00
Speaker 1
[silence] Blue purple light's [silence] just booted up. Yeah. [silence] Okay. Yes. [silence] No. [silence] No, nothing. [silence] I haven't touched it yet. Yeah. [silence] Yeah, a good question. Yeah. [silence] I got [silence] well, I got this one and the two slave units. It's a three unit mesh.
16:00
Speaker 2
[KEEP_UNCERTAIN] Mm-hmm. Mm-hmm. All right. So, let's just wait for probably a couple of minutes, and then let's try to check and see if it turns like a solid solid red or solid blue. Okay? Okay. All right. You didn't do anything on the link. It's rather like pressing the reset button or something like that earlier. You haven't tried that. Okay. Okay. All right. Thank you so much for letting me know. Okay. So, let's just wait for that. And how many links throughout the road do you have total all in all? Oh. [silence]
16:00
Speaker 1
The mesh units are all turned on in different parts of the house.
17:00
Speaker 2
Alright, perfect. Thank you. Uh-huh. Uh-huh. Okay. So once we be able to get back running the parent node, then we can reconnect the child nodes. Okay. It's still flashing right now? Flashing red. Okay. It's still flashing red light. we will just wait for, you know, another 2 to 3 minutes and let's try to check and see, all right? [silence]
17:00
Speaker 1
Let me, let me check. Yes flashing flashing red. Yeah. Yeah, yeah correct.
19:00
Speaker 2
All right, is it still flashing red light right now? Or solid red. Still flashing red. Okay, I see. All right. How about this one, Probably because if this is if the parent node right now is already connected to the modem via the ethernet cable and it's flashing red, It means that it's not detecting the connection or the physical connection within the cable. So either and you already mentioned earlier that you already tried to change the cable, but the parent node is also is still not getting any internet. And I
19:00
Speaker 1
Okay. Yeah. Oh, take one of the one of the child nodes, bring it as if it was a parent. OK, let me go get one. There there I have to go down. Yes. Got you. Got you. Smart. Because they're all they're all the same? But they're different. Oh, OK. OK. That's one thing I didn't try my trouble-shooting. So let me get one of the nodes. Uh it's a big house.
20:00
Speaker 2
And probably there's something problem wrong with its internet port. So what we need to do right now is we were going to use the a different node to be set up as the new parent node. Can we do that? Okay. All right. So let's get one of the child nodes and then we were going to reset it. And then once it's reset, uh, we were going to disconnect the the parent node right now and we will connect the new parent. Okay? Yep. Yes, we will we were going to do like a swapping swapping of nodes. All right. Yes, they're all they're all the same. All right.
20:00
Speaker 1
Speaker 1:
21:00
Speaker 2
Okay. All right. There's a possibility that after that lightning strike, the internet port of the the current parent node got stricken out and be, probably be, like, damaged so once we do like a swap, swap like swapping of nodes and then we will be able to connect the new parent node we can still use the original node as a wireless child node and it it can still provide wireless connections. Yep, that's correct. Yeah, that's right. All right.
21:00
Speaker 1
Okay, so, I'm going you know off of the parent note, right? Okay. Yes, the cable modem. Yes. Yes. Just turn the node on and nothing else. Okay. Okay. He has a blue line, a solid blue, but it let it go. Okay. Okay, so the new node is right now. The blue line is blinking a little bit. Yeah. It's flashing blue.
22:00
Speaker 2
that's right. Yes, that's right. But, um, uh, you also need to disconnect the, the ethernet cable. Mm-hmm. And the, the new parent node turn it on first, but do not connect the, the ethernet cable yet. Okay. Yes, yes, that's correct. Mm-hmm. Yep. Once the node turns to like a flashing red light, just let me know so that we can start resetting this node. Okay? Mm-hmm.
22:00
Speaker 1
Wonderful man. That's a great idea to use the note. That's right. I call you guys. So now I got a solid blue. Oh, no, I still it's still flashing. Sorry, it's flashing very slow. Okay, now I got red blinking. Okay. Uh huh. Okay. Okay. So I'm going to press the button until I get a blue light. Okay.
23:00
Speaker 2
Okay. Once it starts to flash in red, then we're going to reset it. Okay. All right. All right. All right. Okay, perfect. Thank you so much for that. So, we're going to do like a reset, like a hard reset on this node. So, for us to properly reset it. So, what you just need to do is you need to press and hold the reset button. Once the light flashes red to no light at all, hold still the button. And then once you see a blue light again, then release the button right away. [silence] That's correct.
23:00
Speaker 1
Now it's a solid red. Oh, keep holding, oh, I released it, sorry man. So it's back to blue, blinking blue. So I do it, on, until the red flashes. Okay. Yeah. It's hard with the finger, I should have brought a pen or something. Yeah. Try to what? Yeah, I released, and now I got a flashing red.
24:00
Speaker 2
okay keep in holding mm-hmm yes that's correct and then it will turn off yeah they'll fashion blue right now oh you can now you how about this one try to release the button uh release the button okay alright so let's
24:00
Speaker 1
Yeah. Yeah. Yeah. Let's begin that. So press the reset button again with a paper clip? Right. Okay. Okay, I got it. So I got flashing red, solid red red, it's flashing. Now I got no light. That's okay. Yeah. So I got a blue, solid blue. Release the button now. Mhm. Well, it's flashing blue.
25:00
Speaker 2
use instead like a pin or like a paperclip just to make sure? okay. that's right. it should turn. okay. wait for the blue and then release. [silence] all right. release the button. okay. that's fine.
25:00
Speaker 1
So do I do I release it now the reset? Okay, reset and I'm flashing blue. Release, I mean the I'm not pressing reset, flashing blue. Okay. Okay, I'm waiting. Now it's purple. Purple. It's solid pink now, it went from purple to pink, so it's pink, yeah, solid pink.
26:00
Speaker 2
? So then we should expect a solid pink or purple. Alright. ? Yes. Please. Okay. Alright, so we'll just wait until it turns into solid pink or purple, then just let me know when after. All right. ? Solid purple? Okay. Alright, gr - alright, perfect. So, let's go ahead and connect the cable from the modem to this.
26:00
Speaker 1
Okay. Okay. On the yellow port. Okay. Connected? I have a laptop, yeah. Also have a computer. I have a desktop computer too next to it. Yeah, I got both. Okay, we'll do the Wi-Fi with the laptop. Okay. Okay. To the Wi-Fi? Or to the internet? Yeah, let me find.
27:00
Speaker 2
New note with his new parent node that's right. All right. uh to order for us to set up the links's router um do you have the computer or laptop that is available right now with you? All right, perfect. mm-hmm. Okay. So let's use the instead the laptop so that you can connect the Wi-Fi. All right. So um on your laptop sure can you please go to the Wi-Fi settings on your laptop? Uh Wi-Fi setting. Yeah.
27:00
Speaker 1
Y5 is off. I'm going to turn it on. Okay. I got a Velop setup. 847, is that the one? Yes. but I can't is asking for a password. Oh, I remember. I took a picture so give me one second. Let me read it out. Yes. Oh yeah, you're right. Let me take a picture. Hang on. That's the wrong number. Good point. They're so tiny, the cables that had to...
28:00
Speaker 2
Mm-hmm. All right. That's right. Yeah, connect to that. The password is at the bottom of the node itself. All right. The password of the new node okay, not the old one. All right.
28:00
Speaker 1
Next. It's connected. Yes, it says "linksys." Why am I getting a warning when I'm trying to say, you know, it's got a linksys window? Continue.
29:00
Speaker 2
all right, so if it's connected now. Can we open a browser? Any browser will do. If you have Chrome. Edge? Yeah, warning page. Okay. Can you please scroll down and then kindly click continue button?
29:00
Speaker 1
Okay. Okay. Now I it says connect to a Wi-Fi hotspot. Linksys smart Wi-Fi.com. It went to that domain. So it connects. Okay. It's it's gone to a Microsoft thing, but it's blank. I get a blank window when I click on that on connect. Oh, it's just still loading. I believe so. Let me hit the Wi-Fi. Okay. [silence]
30:00
Speaker 2
and then you need to click the Advance button. Okay. Okay. Okay. Um, yes please. Okay. Okay. But you're still connected. Okay. But you're still connected to the developer setup, right? [silence]
30:00
Speaker 1
It says, in the connection says, uh, action needed, no internet. Let me go on the, this, why am I getting a warning when I'm trying to access my router settings in a browser. Let me hit continue. Now that, when I hit continue, it goes to a window that says basically connect to a WI-FI hotspot, and then it says connect. What do I type? my router, my router.local. I get the
31:00
Speaker 2
Well um okay how about this one can you try to type in my router.local on the address bar yes my router.local l o c a l
31:00
Speaker 1
That is, uh, it says, why am I getting a warning when I try to access my router settings in a browser? And then it's got at the bottom. Let me scroll down. Continue. And I get the same window. Uh, it's got a Calidoo globe and it says, connect to a Wi-Fi hotspot. The Wi-Fi hotspot. Yeah. Edge. Microsoft Edge. Let me use let me see if I have Chrome here. I believe so. Should. Chrome browser. Edge. Google. Yeah.
32:00
Speaker 2
uh-huh [silence] uh-huh and then hit continue again. okay, how about this one? What browser are you are we using right now? uh, do you have Chrome? Let's type Or Use Chrome.
32:00
Speaker 1
Yeah, I don't have it set up. You want me to download it? I can Google it. That's the only one. Yeah, it's a new laptop, so I haven't really set it up with everything. It's got the standard Microsoft crap. So I got Microsoft Edge. Hang on because I think I have internet. Give me one second. Let me. Oh, yes. Yeah, no, it doesn't. It just opens the first window, but it's probably the window is saved the last time. So it says MSN refused to connect, no connection. Do you? Yes. Yeah. [silence]
33:00
Speaker 2
What other browser do you have? uh... uh, okay. Oh, okay. Understood. Alright, how about this one Sir? Um try to do this on your your parent node. Yeah, try to access anything. You don't have... Okay. But uh but if you go to well But but if you're going to go to the Wi-Fi settings, it only says connected. And it's not saying no internet connection or something like that, right?
33:00
Speaker 1
[ silence ]
34:00
Speaker 2
Only... connected? Connection secured Okay. Can you click... Okay. How about... let's use your desktop computer? Let's try that. Yes, kindly connect it directly to the Paranoid. Okay? So, your computer to the new node, okay? Okay. Is the new node still solid purple?
34:00
Speaker 1
It's pink. So I'm going to Google. Yeah, it found it. So I do have internet. this way, on a hard it. Okay. I get the same window I got before. It says, linked. Then we hit continue. You must log into this network before you can access the internet. So, open network login page.
35:00
Speaker 2
Or pink, right? OK, All right. All right. OK, you. All right. OK, perfect. Can you try to go to the my router.com? OK. All right. What page? [ silence ]
35:00
Speaker 1
page from Mozilla. Give me one second. Open network page. He sent me to another place which is a most what? Huh? Yes. Well, I can get to Google. Let me see. Let me go back. Google. Let me see what it says. Yeah. I'm at Google. I can go to google.com and then I can type a search and it finds it. So, I do have full internet access right now. Yeah. I can find things. Yeah.
36:00
Speaker 2
sure you're seeing right now. So you're getting... OK. So you're getting Internet, but we cannot access the login page. right? Uh, mm-hmm. mm-hmm. Can you can you type something? Okay. Um, how about how about this one? Can you please try to do this on the new node. OK? Can you try to press the reset button of the new node five times consecutively. Not too fast, not too slow.
36:00
Speaker 1
half a second. Okay. Okay. will do. Give me one sec. okay. The light turned to like a, very pale like a white blinking light now or very light blue. Still flashing? [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
37:00
Speaker 2
It's slow. So, you just need to press it five times, like one, two, three, four, five and that's it. All right mm-hmm Okay. Okay
37:00
Speaker 1
It's still flashing. I think it's white. It's like a very pale, very pale blue, like almost white. Yes, yes, yes, I'm like, it's solid blue now. Okay, okay.
38:00
Speaker 2
uh-huh. uh-huh. all right. so, we'll just wait and check and see if it will turn to solid blue. eventually. all right? all right. let's just give it a couple of minutes cause usually it will turn to like a solid red. and if it's connected, really to the internet, it will turn back to solid blue. okay?
38:00
Speaker 1
yeah still blue yeah yeah yeah of course Okay. Okay. Yeah. Yeah.
39:00
Speaker 2
is it still allowable all right great that's good to hear then so it means it's already connected to the internet okay just that we cannot access uh the links uh settings how about this one sir if this is if you will allow me to do this on your desktop computer is it possible for me to do a remote access on it so that i can access the links uh settings um okay got it thank you um let me prepare first this session on my end uh just bear with me okay and then in order for me to do it uh can you please go to um um open a new tab on the browser okay and then can you please go to
39:00
Speaker 1
[silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah. Okay. [silence] Yes. [silence] an [silence] number? [silence] say again. [silence] Yes. [silence] 84 [silence] hello? Hi. Uh is this aeronautics 518 Yes. When I open the file, I'm opening the, it's a, ZA connect.DXC. It says that it says entry point not found. It gives me an error. It says the procedure entry point create file 2 could not be located in the dynamic library kernel 32.DLL. This is a windows 7 professional, which I clicked it twice. Let me do it again. Yeah, it gives me that error ZA connect entry point not found.
40:00
Speaker 2
go to your computer. Mm-hmm. Yep, just double click that. Mm-hmm. Oh. Oh, can you please Mm-hmm. Ooh, okay. Can you click it again? Can't. Mm-hmm. Or can you Okay. Can you click again agree and download? And then
42:00
Speaker 1
It says download again. There it's download again, application not opening. Download again. Let me do. Save it, yeah. So do you wanna replace it? Yes. So it downloaded it again. Okay. I'm gonna double click on it. I get the same exact error. It's probably because this is an old version of uh uh Windows 7. Who knows he professional? But I'm gonna tell you the only stable computer I guess. So you want me to hardwire the modem instead? I mean, the laptop? I can try to do it in the laptop. That one has the new exactly. Yeah, just just give me one second. Let me.
43:00
Speaker 2
Let's try, let's try to use the laptop since it's already working fine now. Since the Internet, since the PV now is solid blue. Okay.
43:00
Speaker 1
undo these wires, uh, undo these wires. now I got the laptop connected hard to the, to the, the new, uh, node. Let me, let me go on the laptop. And, uh, uh, what do I do? Just, uh, open, uh, browser. Uh, join.what's my IP? Soho, um. Oh, it has no internet. Oh, yeah, it did, it did. Sorry, sorry. yeah, it took, it took a while, but now, now it does. Let's do the session ID again. 640 027 881. Join session. Agree and download open. Do you want this app to make changes to your device? Yes.
44:00
Speaker 2
0:01 yes 0:01 please
45:00
Speaker 1
okay you're about to join yeah go ahead you got control yeah go ahead go ahead [silence]
46:00
Speaker 2
Alright, and then hit join. All right, so I can see now your computer screen on my screen, so let me just go ahead and try to access the link is paid. Okay? All right, so, thank you so much. So, let me just try to check something here in my and just bear with me. Just give me a moment, sir. Okay? All right. Uh, Oh, uh. Let's try this. All right, we got it. in. All right.
46:00
Speaker 1
Okay. Okay. Okay. Okay? Yes. Yes. Yes. Okay. Okay. Okay.
48:00
Speaker 2
need a login password for this one sir so i'll create a temporary password okay so this is your password okay all right so this is just a login password you don't need to worry on this one you you can change this one whatever whenever you want okay but i'll save it for the meantime in case all right okay so right now since we're able to um what you call it access the links this page so let's go ahead and set up or change the wi-fi name and wi-fi password uh from what you have before okay okay so i believe upon checking earlier with your network
48:00
Speaker 1
Yes. Locate Carl House, space two. Yes. Yes. With a locate locate. Yeah. Let me. Yes, I will do. Give me one second. Let me look it up. The admin password by no. They Wi-Fi password, right? It's Uh, yeah. Yeah. Yes. Okay. Let me enter it.
49:00
Speaker 2
The Wi-Fi name on your link spreader there is Carlhouse 2, if I'm not mistaken. Yeah, that's right. I saw the two-nerve system. Just give me a moment. Okay. Is that right? Oh, no. It's lower K. And then, right? Okay. And the password, please. Can you enter the Wi-Fi password for these networks? If you still remember that? All right. Sure. Look, Wi-Fi password. Yes. The one
49:00
Speaker 1
Yeah. That one. Yeah. That's the one. You can see it. You can see it. Yeah. Yeah. Yeah. Perfect. Yeah. Yeah. Yeah. Yeah.
50:00
Speaker 2
the one that you've been using all the time before. Okay. Alright, so let me just edit the -- yep. Let me just edit the other information and then we can save this one and then so that we can moved on with the other nouns that you have. Oops, where are you number? Let me just 324 132 4199. Uh 32 4132 4199. Okay. Last is uh 324 132 4199. Right, I believe we're all good, all set on this one.
50:00
Speaker 1
Yes. OK. OK. The third one. Yes. Yes. OK. Let let [silence]
51:00
Speaker 2
applying changes, the router will reboot for probably a couple of minutes. And once it's set up, you apply the changes, it's all good, then we can move on on the child nodes that you have. So, for the child nodes that you have, then you need to go to uh... We need to get the other node that you have. Uh the other child node. Yeah, the third one in in order for it to reconnect back to the network it needs to be plugged in closer to where the parent node is. And then the um original parent node we might need to turn on the
51:00
Speaker 1
Okay, let me go get the child mode first that I'll have all three here in the in the office. So, give me one second. It's a three story house. So, I go downstairs and and fetch it. I'll be right back. [silence]
52:00
Speaker 2
I get one also, because we were gonna reset it. Mhm. Okay. Yeah, sure, sure, sure, thanks.
52:00
Speaker 1
Okay, I got the child node here. It's unplugged. And I got the old parent, No. Yes. okay. They both have blue lights. Yeah. [silence]
54:00
Speaker 2
Okay. Can we turn on these two nodes right now? [silence] Okay, got it. [silence] So um the old parent node um we're gonna, I believe you know which is which, uh is the the the child node and the old parent node, right? So once the parent the old parent node starts to do a, uh ping flooding, um what we'll see
55:00
Speaker 1
Yes, right now they both have flashing blue lights and let me confirm which is which, I gotta look at my picture for the serial numbers. Correct. Yeah. Yeah.
56:00
Speaker 2
Okay. We're gonna reset it first. Okay? Uh-huh. Okay. It should be ending three nine four. That's the old one. Cause I believe the the third child, uh, I believe it will auto-connect if it will, because as you can see right now on your link it says device list. All the devices that you have, did like some of them do like they auto-connected to the WiFi. Since um we use the same WiFi name and WiFi password. So, I guess and I believe the third
56:00
Speaker 1
to did there yeah America has a okay right now they're both flashing one has a flashing red and one has a continuous red the solid red is on the on the other child node oh now it's now it's blue so one child node is blue and the second child node which is formerly the parent node the old parent node is still flashing red yes okay okay press for a long time
57:00
Speaker 2
The third node, or the child node, will auto-connect um eventually, so we'll just wait for that. So, sir Carlos. Sir Carlos. Okay. Uh solid red? Okay. MFM. Okay. Uh so we need to reset the one, the one that is flashing red. Sir Carlos. Uh to the same process what you did earlier, Sir Carlos. You need to press and hold it. Uncle light. Yeah. Once the uh it will flash, it will turn solid red, flashes red, flashes red, flashes red, flash is red, uh it will turn solid red, flashes red.
57:00
Speaker 1
Okay. So it's pressed until, until blue. Okay. [silence] It's blinking. [silence] Okay. Ah, gotcha. Gotcha.
58:00
Speaker 2
head. no light and then once the light turn blue then you need to let go the button immediately. okay. yes that's right. okay. mm-hmm. all right. yep. that's fine so no need to worry that. so um we'll wait until it turn to solid pink or purple and then we will going to add it as a child nodes. okay. okay. um
58:00
Speaker 1
okay. Yeah. Okay. okay, on the window, on the laptop, right now, I when you're looking at my laptop, is a router set up. Okay. It still doesn't show anything. Yeah, now the light is uh, uh like pink, solid. Oh, no, it's more. It's pink purple, between the two solid. Okay. Okay. Okay. [silence] uh.
59:00
Speaker 2
And as you can see on the device list on your computer or laptop, so Carlos. The child node is showing. It's connected. So, it means it's already connected back to the network. So, we'll just wait for the other one. And then once it's added, you can relocate it back to its original position. Then we're good to go. [silence] Yeah. Let's check. [silence] Pink or purple? Yes, I can verify that one. [silence] Okay. So, I'm going to add it to your network. Okay. Try to observe the light on top of the parent and then try to check also the light of the original
59:00
Speaker 1
Peace. The light on the new parent is blue. Yeah, it was flashing white, but then it got blue. And, The light on the, all, all parent, which is the new child, is flashing red. Yeah. Yeah. Yes. Perfect. Awesome. Yeah, wonderful. Ray. Man, you've been so helpful. So thoughtful. You're in the Philippines then. It Was so far
60:00
Speaker 2
Okay. Okay. So, the new child node is now responding on what we did earlier. So, we will just need, um, so the new child node is now trying to connect, and then we'll just wait until it turns solid blue, and then it, then once it turns solid blue, then we can unplug it and relocate it, and, um, you're good to go. You have that, you have internet back. See, see your network. All right. You're very much welcome. [silence]
60:00
Speaker 1
Farway. Wow. And I, and where, where did you learn, where did you learn all of this? You went to a training in the Philippines or you traveled to, to the US or some other place? Wow. Oh, wow. Yeah. Yeah. Yeah. Yeah. Yeah. Very good. Awesome. Very nice. So it is uh flashing red still. Great. Yeah. I'm sorry? Yes, yes, I,
61:00
Speaker 2
I am in the Philippines. I am in the Philippines. Have you been here? Oh no. Yeah, yeah, yeah. There's a training, training is available. Um we do lots of training. We were uh we can actually um use also the device itself so that we will be able to familiar on how it works and yeah, that's how it is. All right. Okay. I'll just read for that. Finger crossed it will turn to solid blue. Uh finger crossed that it will turn to solid blue.
61:00
Speaker 1
Just crossing my fingers. But at least we got, hey, we got blue. Blue light now on the new child node. Yes. Okay. Okay. Boy, it went red. Yes, it went back to. Yeah, yes, it went back to blue. It's now. It's blinking blue, went blue. Now it's blinking blue. Blinking slowly. Yeah, yeah, yeah. So it's now solid blue.
62:00
Speaker 2
okay okay okay we'll wait okay we'll wait for another minute just to make sure that it connects and stays solid blue all right okay all right yeah usually it will turn into solid red but it will turn to solid blue since I already saw it in your device list all right great uh hun okay we'll just wait until it stays on solid blue okay just to make sure it stays in solid okay
62:00
Speaker 1
Okay. Yeah. Can you see in there? Oh, I see the three. Yes. Exactly. Yes. Yeah. Yes. Yep.
63:00
Speaker 2
Okay. All right, so let me just refresh back again the page just to double check, triple check. Um, yeah. It's already showing. Yep. So, we um, yeah. So we were, we able to fix the issue of the the old parent node earlier. So I think the problem of that is really the, the internet port of the new parent node. Good thing that you have a different, a different node and we were able to configure it as a new parent node. Uh, we did a reset on the child nodes and then, um, and then automatically your, those wireless devices that remembers, um your wifi network did auto connect to the wifi. So the device is able to auto connect. So right now, we're on the,
63:00
Speaker 1
Yeah, I'll do that. Yeah, I can do that. I'll unplug them and relocate them. Then let me test the Wi-Fi from here. That's the one thing we have not tested. So I can log out and then go to the carlhouse network. Wi-Fi on. And now let me open news. And I got internet. Yes, we got Wi-Fi. Awesome. Any other things that needs to do? Yeah, we got Wi-Fi. I'm on the phone. I can see. Oh yeah, I see you do. Do you run the speed test?
64:00
Speaker 2
pages we're in we are now ready to unplug these two child nodes and you need to relocate the two child nodes back to their original position okay that's right sure sure yep that's right okay i did also a all right and then yes you're
64:00
Speaker 1
Wow. Oh, yeah. Now, it's the. The laptop is connected hard, though. That's why the speed is so high. It's not connected through Wi-Fi. So we need to connect it. I think it's at the bottom. That thing is here. Oh, I forgot where it is. You go ahead. I'm going to remove my finger. Oh, I got you. Go ahead and call how it's, still connect. Beautiful. Now we're connected. Yes. Yes. Let me disconnect it.
65:00
Speaker 2
This is a speed test and this speed you're getting right now close to the pair known so you're all good so I think where I think we're all good now on this point so um what do you just really need to do is oh yeah Go ahead okay yeah so you can track this set this one this one all right okay so and and then disconnect the cable first disconnect the cable [silence] so that it will switch to Wi-Fi
65:00
Speaker 1
It's disconnected now. Oh, it's still going fast. Yeah. This is even faster than before. Before it never gave more than a hundred. Oh, because we're closed, too. Wow. Yeah. Yeah. Thank you. Okay. One.
66:00
Speaker 2
Okey, so let me rerun the speed test and then hit go. All right. So, already. Yep, that's right. And then, um, okay. All right, so I know, I know that you're happy right now since we're Able to resolve the issue. So, yeah, um, again, um, Sir Carlos, if you need further assistance, you can always give us a call, um, so that we can further assist you, especially if you're having We can activity issues and so on and so forth. Um, you can dial the same hotline number. We are open 8:00 a.m. to 11:00 p.m. Eastern Standard time. Okay. And then before we were gonna.
66:00
Speaker 1
Yes. Yes. Yes. Okay. Got it. That's it. Thank you so much. I really appreciate it. You've been very helpful. You have a great fantastic day or night. Thank you. Okay. Take care. Bye bye.
67:00
Speaker 2
ALFOR LEMA, T- FOR TANGO, S- FOR SAM, it's zero, zero, one, three, six, three, seven, eight. All right. Thank you so much. Is there anything else I can help you with? All right. Thank you so much. [silence] You too. Have a good one, take care and goodbye. Bye-bye. Bye-bye.
67:00