V2 Rubric Detail — 15751afe-71bb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 23:59
Duration
45m 24s
Contact
Fred Purdy
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135036
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 - child node disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+45.9)

V2 Grader Summary

The agent successfully resolved the mesh node connectivity issue by guiding the customer through a 30-second reset and 5-press on the parent, resulting in both nodes achieving solid blue status. While communication had flaws (off-topic remarks, unclear LED references), the technical steps were appropriate and effective. The case was fully owned, with clear next steps and follow-up, justifying a Successful Resolution outcome.

V1 Case Analysis

Customer reports two Velop child nodes cycling blue/red and losing connection. Agent guided through 30-second resets and a 5-press on the parent. Nodes briefly stabilized but no firmware verification or lasting fix confirmed. No escalation or follow-up set.

Troubleshooting Steps
  • Advised 30-second reset of each problematic child node.
  • Guided the customer to perform a 5-press on the parent node.
  • Suggested checking automatic firmware update settings.
Key Observations
  • Agent incorrectly referenced a 'magenta' LED ([14:00]), which does not exist in Linksys LED schema (valid colors: solid blue, solid red, blinking white, solid purple).
  • Agent claimed seasonal changes (summer/winter) affect WiFi signal strength and suggested a 'motherboard upgrade' ([39:00–41:00]), both factually incorrect and not supported by KB.
  • No verification of firmware versions across nodes despite customer reporting a mismatch ([29:00]).
  • Agent failed to create or reference a case number despite collecting customer email ([15:00]).
  • No clear escalation path or follow-up scheduled despite unresolved issue.
Positive Highlights
  • Correctly guided the customer through a 30-second reset of the child nodes ([12:00–14:00]).
  • Correctly instructed the 5-press method on the parent node for rediscovery ([18:00–20:00]), which is valid for MX series per KB.
  • Mentioned checking automatic firmware update settings, aligning with KB guidance ([32:00]).
  • Collected customer email and attempted to create a case, showing intent to document the interaction ([15:00]).
Agent Errors / Gaps
  • Incorrect LED color reference: 'magenta' does not exist in Linksys LED schema ([14:00]).
  • Provided factually incorrect information: claimed seasons (summer/winter) affect WiFi signal strength ([39:00]).
  • Suggested a 'motherboard upgrade' as a solution, which is not applicable to consumer routers ([41:00]).
  • Failed to verify firmware versions across nodes despite customer reporting a mismatch ([29:00]).
  • Did not create or reference a HappyFox case number despite collecting customer email ([15:00]).
  • Did not establish a concrete next step or escalation path; left customer without a clear resolution plan.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end that both child nodes are now solid blue and no longer cycling red/blue, indicating the issue is resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent guided the customer through a 30-second reset on the child nodes and a 5-press on the parent node, which are documented troubleshooting steps for mesh node connectivity issues per KBs. The actions directly addressed the symptom and led to resolution.
R3 Met Correct resolution path conf 95%
Agent stayed engaged, used appropriate troubleshooting (reset, 5-press), and did not dismiss the case despite complexity. Continued support even after customer expressed confusion about app deprecation.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified the core symptom (nodes cycling between red and blue), asked for model numbers and serials, and correctly inferred a mesh pairing/sync issue, leading to targeted reset and 5-press actions.
T2 Met Appropriate tools / resources used conf 90%
Agent used the correct physical tools (reset button) and procedures (30-second hold, 5-press) appropriate for the issue. No remote tools or logs were needed as the fix was procedural.
T3 Partially Met No misinformation conf 80%
Instructions for 30-second reset and 5-press were correct, but agent incorrectly referenced 'solid magenta' (not a valid LED state for MX series) and gave vague firmware update timing ('24 hours') without confirming rollout stages.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control by directing steps, but had long silences, off-topic remarks (e.g., weather, sales), and unclear transitions, reducing effectiveness.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms like 'mother node' and 'child node' which helped, but also introduced confusing jargon (e.g., 'heuristic algorithm') and did not consistently confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, created a case ticket, and did not transfer or abandon the customer despite technical challenges.
O2 Met Proactive follow-through conf 90%
Agent set clear next steps (reset child, 5-press parent), promised a callback, and provided a timeline ('3 to 5 minutes'), fulfilling follow-up expectations.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not assessable.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained patient and encouraging ('You're doing very well'), showing basic empathy despite lack of scripted acknowledgment.
X2 Partially Met Tone & rapport conf 75%
Agent adapted somewhat to customer’s pace by repeating instructions, but off-topic comments and lack of comprehension checks reduced engagement.
X3 Partially Met Overall experience conf 80%
Customer had to repeat information and perform multiple resets, but agent eventually streamlined the fix and avoided unnecessary steps like factory reset.
Call Transcript69 turns · 77 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For, in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksyvs.com. Please, have your device serial number ready. For assistance, press 1. For out of warranty products, paid support may be available, depending on your issue, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue.
00:00
Speaker 1
Hi. Yes, my name is Fred Purdy. T as in Tom, U-R-DY.
01:00
Speaker 2
Thank you for calling Linksys. My name is Nathan. May I know, who am I speaking? Friend, right? Okay. Tell me what is the problem that I can assist you with? Yes, sure. My router's internet is slowing down to a crawl. Okay. Let me help you to check if it's just your device and not the other devices that is affected. Okay, will do.
01:00
Speaker 1
[KEEP_UNCERTAIN] I have a um um I'm sorry um I have a Velop four model mesh system and I have problem with two of the child nodes. They don't won't stay connected and they're just now going into a continuing cycle of of losing their connection to the parent and then the blue light will flash as it's trying again to get connected and the blue light will come on like it's gotten connected and it'll stay that way maybe for maybe a minute or even usually less than a minute and then it'll go back to red. So it's disconnected and if I look on the app on my phone I can see the modem getting connected to the network very briefly and then it goes back into a not connected mode and it just continually. The model it's a MX4. Oh I'm sorry M.
02:00
Speaker 2
Yeah sure ma'am I gave her the new mother- mother yeah did you oh yeah yeah yeah the mother
02:00
Speaker 1
Oh, I'm sorry. The the primary node, it's fine. It it doesn't I do not have a problem with it. Uh huh. And one one of the child nodes is working, but two of them aren't. I'm sorry. Yes, I have done that. Uh well, I did it with one because the problem is the same in both. So I took one of them, and I in fact right now, it's it's sitting about five feet from the primary node in clear line of sight. The two are just at like opposite ends of my desk. And that didn't help it. It didn't make any I'm sorry. I'm sorry. Yeah. Well, well I there were two that were not connecting. But I took one of I took one no,
03:00
Speaker 2
The primary node, the primary node, what is the status? Yeah. Red, red. Okay. [silence] That's good. That's good. [silence] Can you bring the the two child node near the mother node? [silence] All right. [silence] Okay. Okay. [silence] Okay. The other one as well. Can you bring it? Can you bring the other one as well? Okay. There are two of them, right? That are two that are not... [silence] Can you bring both of them?
03:00
Speaker 1
But I bought one of them that doesn't connect, and I sat it right next to the to the primary modem. And I unplugged it, so each power was off, and then I plugged it I plugged it all back in, so it restarted. And it restarted, and it just went back into the cycle that I mentioned to you, it'll it'll blink like it's connecting. Come on blue. indicating it's connected, but it just stays that way for maybe a minute. And then it goes to red, and it stays there. And then in a little bit, a few minutes, it'll start trying to connect again. The blue flashes and usually it'll come blue for maybe a little less than a minute, then it disconnects again. And it just keeps cycling through that. One One thing I did, I can I can tell you one thing I did do with the node that I that one of the two that was going through this cycle.
04:00
Speaker 2
All right. Can you bring the other know, as well? Okay.
04:00
Speaker 1
[KEEP_UNCERTAIN] [silence] and not working properly. I've got it right now connected to the primary node through a cable. [silence] So I just [silence] connected a a Wi-Fi cable from one of the from one of the available connections on the primary. And I connected that up to the child mode to the one that's labeled internet, the connection labeled internet. And and now the mode works fine. I mean, it's connected up. It connect it blinked blue and then came on blue and it stayed that way. It's connected. However, Chris, that's not useful to me because having it having two modules sitting five feet apart on my desk is, you know, kind of defeats the purpose of them. But but but it's it's proves that something inside it works because when it was connected to the cable to the to the parent, it worked. But when I try to get it to connect through the air to [silence] and then it stays on yellow, I've been trying this for for hours. Um, so I'm talking to the primary mode. It's the model name is [silence] and the [silence] And I'm - the child one is model name A2M2. Um, [silence] so I know, you know, according to your documentation, um, it must be permanently connected during the set up. [silence] [silence] Ah, that's it.
05:00
Speaker 2
Yes. Yes. Yes. Sure. Yes, sure, sure. I'll do. [silence]
06:00
Speaker 1
So, I'm back, I have the, the other child that wasn't working and I'm just trying to um, uh, get to a, get to, I'm trying to get to an open drought. [KEEP_UNCERTAIN] [silence]My desk is such a zoo of connections and all. And those are important and I hope that wasn't important. Okay, so now I've I just plugged in the adapter modem. Um and it's sitting on my desk like like the other one. And it's come on blue. Now Well, now that's doing what it's blinking blue, which I guess as I understand it means it's trying to connect. Is that correct? It just, you know, blue kind of comes on and then off and then on and then off. So it's just sitting like that at the moment. It's still blinking. I'm sorry. oh now okay, so it stopped it stopped blue. The one I just plugged in [silence][silence]
07:00
Speaker 2
Sorry. [ silence ] Helen Snelson. [ silence ] David Mitchell. [ silence ] I'm in Machinery.
08:00
Speaker 1
here and plugged in. and it's blinking red. mm-hmm. Okay, now, before I do that, do you want me to disconnect the Wi-Fi connection to the parent? Right now, the right now, the the the the the one that I spoke to first, which I already had here at my desk is actually connected hardwired to from parent to child. Okay, yeah. remember I told you, I tried that just to see if the modem even worked. I mean, if it ever worked. But it it works fine as long as the cable's there. The problem is when I tried now, the one we were talking about is blinking blue again, it's trying again. It went from red to well, I'll give it another try. Okay, I'm gonna, I'm disconnecting the wire connection. And you want me to? I'm sorry.
09:00
Speaker 2
Get go to the first one the one that is blinking red originally. I need you to press the reset button and hold it for 30 seconds, 30 seconds. No. disconnect disconnect [silence]
09:00
Speaker 1
you want me to push on the bottom of it? Yuhouyant me to push the reset button? Is that what you said? Okay. I...I didn't... Yeah. I have four. One parent and three child. I'm sorry. Can we just adjust the question again? I'm sorry. The the the mother, the parent, the parent. Yeah. Yes. to the um yeah to the to the modem where the cable comes into my house, the cable modem. I have a key... Yeah. Yeah, it's working great. Yes, it is. I'm sorry. Yes. continue to work.
10:00
Speaker 2
wait wait wait wait nno the modem how many units do you have how many okay the the mother board is is working right it is connected to the modem correct the primary node yes it is connected to the modem. correct yes and it is working good good good now one child note is working as well and the two are not working silence
10:00
Speaker 1
yes. yes. and they're all, when i put the system when i put when i put the system together was all the four of them and i have no idea what uh was different about the one actually i guess. well. i'm sort of afraid the the only way i can check is the one that is working is is up in our bedroom and it's continued to work right up till i made this call and i've been watching it on the on my phone on the app on the link system's app and it's it's still connected. i can't actually verify that i'd have to run back upstairs to look at this exact moment. but it hadn't been going through the cycle kind of yeah. okay so i've got two. i'm sorry. yeah the parents yes. i i've had written down for you. so the parent node serial number is 38
11:00
Speaker 2
Okay, good. [silence] It's okay. [silence] We can fix this if that's okay. [silence] Can you go to the, can you go to the mother node and tell me the serial number of the mother node or the parent node?
11:00
Speaker 1
you'd as in uncle one zero M as in mother three one be as in boy one three two eight seven. I'm sorry. Oh, I see. Not that one. Okay, so take one of the two nodes that I have sitting on my desk that are child nodes and you want me to press the reset button for 30 seconds? Yes. Okay. Yeah, that's good. Cause I can't
12:00
Speaker 2
Can you stay with me? Stay with me. Let me find it. Now, the other node, the one that are blinking red. Can you press the reset button and hold it for three, zero, 30 seconds? Yeah. Both of them. One at a time.
12:00
Speaker 1
I'm pulling it in, I didn't really, kinda hard to tell it's in as far as I can push it, but I didn't like. Well, that would be a good idea. Well, I'll wait just a 30 seconds here, cuz I'm pushing pretty hard with my thing, you know, but if it doesn't seem to do anything, I'll do that. I'll get a, I'll get a something on my desk right here. I should do it. All right, just wait for a second. Let me get, I'm sorry. Yeah, it doesn't, if it clicked or something, it'd be well, obviously, right. Okay, so I've got a paper clip and I'll push the reset button now. So I'm sure I'm pushing it in. And we'll wait for a second. that's one thing I didn't dare try cuz I couldn't find anything online to tell me what reset was going to do.
13:00
Speaker 2
You can use a paper clip or a pencil or a pen to make sure that you press it correctly. Okay? Mm-hmm. Mm-hmm.
13:00
Speaker 1
I did try from the app telling it to restart the network, but I gather that only affects the parent node. I don't know. It wasn't real clear to me exactly what that did, but I tried. It didn't seem to change anything. Sorry. I don't have a stopwatch in front of me. It's been about 30 seconds. So I think that must have been 30 seconds. Let me, let it up. Okay, so I release the reset button and it's blinking blue. Yeah.[ silence ]
14:00
Speaker 2
wait until it becomes solid magenta
14:00
Speaker 1
I think if I watch it, it takes longer. Oops. Uh, yeah, it is magenta now, not red. Yeah, it. they're the same. Okay. Well, that's different at least, because when it did that, when I just was like powering it off and re-powering it, it would blink, but then it would go from blue to red, not magenta. Okay, so. Okay, now I'm doing the other node. So, if I reset the modem, has it lost the information about the network and all that it needs to? There that I understand. it's not a very good. The shot, okay. Okay. Yes. Okay, thank you. It's, it's my name, so Fred, F-R-E-D, Fred.
15:00
Speaker 2
All right. Do the change to the other node as well? the child node no but if you that on the primary yes you lose everything uh sir can you give me your email address let me create a case ticket for you
15:00
Speaker 1
Oh, no space, Purdy, P is in Paul, U-R-D-Y at icloud.com. yeah. the other one, I'm waiting on the 30 seconds and the other one is still solid magenta. yeah, I just Oh, it is Spectrum, it's the where, right. it's just it's a Spectrum cable connection in the module is Spectre, well, it's and I bought the modem, but it's connected to Spectrum network and then sits right below the parent node on a pole, my desk at home. So, I'm waiting to be sure. [silence] So, [silence]
16:00
Speaker 2
Fred Birdy at I cloud.com it's okay by the way who's the internet company is it X unofficial or X city all right that's good
16:00
Speaker 1
okay, on the parent. okay. press and release Five times on the parent. okay. that's a little clumsily to things like the sitting in the cradle. see if I can get it. okay. I know I had to get a flashlight to make sure was pushing the right button. okay, so Five times just a second each time. Two, Three, Four, Five. no. I think I think I did. the and I didn't do right because it's just solid the sorry. it's just clumsy and I I did one time I could hear it click but
18:00
Speaker 2
Do not hold. Press and hold non on Lee. Hello. It's okay. It will blink blue. It will blink blue.
18:00
Speaker 1
going good I I wasn't sure that I got one of the middle ones I know do it again. I need to get something out of that paperclip cuz it flips around. So I'm sorry let me get something a little sturdier than the paperclip cuz it was still just solid blue. You're doing very well at this. Everything about what I need. That's good. Oh the other two are still magenta. I have this over you. Okay I got something that's sturdier. That looks sturdier. Okay. So five times. One. U two, three four well I did it again it's still just blue not blinking or anything. Am I not doing it faster? You said I have to finish the five in five seconds. Oh okay. Well I got myself the next 30, actually it's a kind of like a tiny key for the hard drive case, but anyways it's just solid blue. Oh now it's blinking. Now they're both blinking red. It went from magenta to blinking red. Okay. Do should I try the the parent node again? Oh, okay.
19:00
Speaker 2
ok. You did it right? how about the child though? Did it react? All right, keep it, keep it. No, no, no, no, wait. Wait to wait
20:00
Speaker 1
Oh, okay. All right. Thank you for your help. [silence] What are my confusing things trying to figure out what I could do to think through this on myself was that I haven't had much tool on the system. And so when I went to go log in to the app online, I didn't know it was gone. I was kind of shocked when I read it and it said, well, it was discontinued in March. Well, you mean on just from the website cuz when I went to Link Systems website,
21:00
Speaker 2
3 minutes. 3 to 5 minutes. All you need to do is you're good. It's okay. We can still use the links is app but you need to log into the router password not the email address.
21:00
Speaker 1
It said that, well, I can't, I'm sorry, I don't remember the name. I'm terrible with the names of these. Yeah, it says, we will begin to discontinue support of Linksys' Wi-Fi services on selected products, beginning March 26th. And when I, Yeah. And so it sent me to something to log into the motor directly. Yeah. Yeah. Yeah. Sure. Well, yeah, that's when I tried it, it gave me instructions to log in directly to the router.
22:00
Speaker 2
That's okay. The reason for that is the security, especially on the cloud. The email is staying in the cloud, and we have seen a lot of breaches on the email and the cloud information. We don't want to get affected. That's why we removed the cloud. But you can still use the app. If you log in locally, log in in the router. Do not use the cloud, so that it will not be exposed.
22:00
Speaker 1
And I tried. But my head was, first of all, I wasn't really sure what the password for the router was. I had a password for the Linksys. Well, that was the parent node. I was scared to reset the parent node and having it, you know, lose all the settings for the network and all. And and so it right away said, well, if you need to re if you haven't been able to log in, then you can reset the password and I had to give it a recovery key that's printed on the bottom of the modem. So I did that. But every time I gave it an alternate password, it kind of seemed to think for a minute and the wheel spun and then it went right back to the screen that said input your in put your new password. And so I was doing something. It didn't like that. I don't know what it was. So I finally gave that up and then I downloaded the app on my phone. Okay. I did it on the phone. Okay, so oh, lovely. Right now they're both blue. I'm sorry. The two.
23:00
Speaker 2
Yeah. You can you can reset, you can reset. It is easy to reset. Thank you. Thank you. Hmm. Ah, yeah. We'll do that one. I will guide you once done. Tell me the color of the light. Mhm. Yeah.
23:00
Speaker 1
Child monitors, are blue. They re they re. I think so. They haven't, they're not blinking at me, which is lovely. Yeah. Oh, it's okay, on the phone. Okay. I'm always I'm always reluctant to do I'm sorry, can I edit? On the phone? You want me to Okay. Yeah, I'll do that. Hopefully I don't lose you. I'm always I always I'm just reluctant to do anything on the when I'm on the phone on my phone, cuz cuz I'm gonna hang up on you or not be able to get back to you. So, okay, so I'm off. Oh, thanks. Okay, so I'm trying to figure out how I uninstalled it. Oh, I just have to get it.
24:00
Speaker 2
-silo one working. So they're not working. Yes. All right. Now go to the app. Okay, can you uninstall? Uninstall the ling this app? Uninstall. Uninstall the ling this. Remove or uninstall, delete that. And then wait six seconds and then reinstall that. I'll get back to you. The number is 2 5 8 8 right. I will give you a call back. Just in case we get disconnected.
24:00
Speaker 1
Wiggling it me and remove app. Okay. Yes, remove the app. It says removing systems from one screen. Delete... You want me to delete the app, right? Yeah, okay. Delete app. Okay, delete. Okay. Okay. So now you want me to go to download... Oh, sorry. New set. Oh, where do I enter one six inch? Oh, just do Okay, I was gonna just go Okay. Well, did you do I need to re-download the app now on my phone? I should do that, okay. I was gonna go find the app store and, of course it was there for you.
25:00
Speaker 2
Yes. Yes Yes. [silence]
25:00
Speaker 1
[KEEP_UNCERTAIN] I'm waiting for it to download the open allowed link systems. Oh, this is new. So now, it says I've done this. It doesn't know where in all the link systems to find devices on local networks. I guess I can let it do that. It says, wait a minute. This allows us to communicate with your router using its local Wi-Fi network. All right, as they say, so we expect wow. It tells me to log in.
26:00
Speaker 2
tell me what do you see in your screen?
26:00
Speaker 1
And, um, um, just a second, I need to, um, I have a password for the, um, Oh yeah, I, I noticed that. L likethat, that I learned yesterday, um, and, and so I, I've been going, on that screen where you have to click the, get away from email and there's the, the router password, it's just that, um, I don't know the router password, wait a minute, maybe, okay, maybe one password is going to save me. It's just, I just, hopeless, I'm not good at passwords anyways, and, oh, and there's so many of them. I, I, I have hundreds of entries in one password now, all the crazy systems that have a password, and so, I'm trying to remember, what the darn thing is called now. Um,
27:00
Speaker 2
Now, don't use the email address, log in using the router, not the email. That is where the problem is. Hmm. Yeah. [silence] Okay. [silence]
27:00
Speaker 1
I'm sorry. leg Systems, my vigilants. by that parent another router access. Okay. All right. So it's provided the password again. I'm so sorry. I'm so slow. It says it's getting routers and make your smart home or secure your system can not work with your Apple Home app. I think that for the moment, I'm just going to say don't bother with that. It's offering to work with my Apple Home app to provide add security from my home kit. I just ignore that now, cuz that's something I can go look into later. Oh, this is interesting. I didn't get this message last time. Uh at the bottom of the screen it says new firmware available. Update now. I I wanted to ask, I'm sorry. Okay, but could I ask you something about firmware? I noticed,
28:00
Speaker 2
Yeah. Yeah. Good. Later. Later.
28:00
Speaker 1
In the that four routers that I have, the two child nodes that were causing me problems have a different version of software than the child node that was working and my parent node. The parent node and one of the child notes had the same uh version of firmware. But the two problematic ones, they had the same version, but not the same as the parent and the other child. And I couldn't Well, and I couldn't yeah. So I wondered if new firmware could I don't know, and and I didn't know. I couldn't find anything to tell me how to update those two anyways, and they neither one of them stayed connected long enough for me to I I was able to get the firmware numbers from them basically, cuz as I told you, it would go through that cycle and it would connect for maybe a minute. And so I was quickly getting the firmware number down from them. And sure enough, the two that were problematic had
29:00
Speaker 2
for me and that's why you get the cramp right now mm-hmm [silence] mm-hmm
29:00
Speaker 1
Um, ... if I tell that ... if I tell this thing, that little note at the bottom that says new firmware available, update now. I can clear that. There's a little X, so I'll get rid of that. Can you tell me how to get back to the point where I can update the firmware later if I tell that to go away for a minute or do I really need to. <noise /> There's no.
30:00
Speaker 2
yes yeah yes again you can
30:00
Speaker 1
would be okay? Okay. I could I was going to go. Okay. So if okay. So as I would have hoped. Um, when I go to the looking at the nodes, they're all online now. And I was going to see one of the other things that was curious is that like the two that were problematic, even when they'd come online, when I looked on this, you know, see now everything looks like when I, when I looked at one of those two nodes, it under signal strength, it was always blank and it was they're connected to it, was always blank. And it was it was sort of online but didn't seem to know who it was connected to. But yeah, I just checked. That's why I wanted to know if I could get rid of that so I I could go on. I just checked what one of them, they're because they're sitting right in front of me now. But so they have a nice drug signal. But yes, it now shows it's connected to the the the parent node here and for me as in my living room. So it's just called living room. the node. And that's the parent. So that weird thing went away.
31:00
Speaker 2
can you check now if you can see it
31:00
Speaker 1
That looks much better. I, I thought that probably was not good that it wasn't even know who it was connected to. Um, so. I'm sorry I'm oh yes, yes, got it, I did. Yes, I see that it's in it. Okay. Yeah. It's on. It's on. And it was on before. But I don't know something was weird because see two of them ended up with the mean. Do do you know, do you happen to know what the current version of the software should be for my modems or is that not an easy question the answer I don't know? Yeah, that's okay. It's probably different for every version of these things. Probably. So okay. All right. So I
32:00
Speaker 2
all right okay on the upper left side of the screen there are three bars click that one go to network administration and you will see automatic firmware update select to on or off make it on okay that's good right now I I don't have access right now it's in the lab but okay yes it will take some time give it around 24 hours
32:00
Speaker 1
Right. Okay, but it should, okay, so if I go look in a couple of days, if I go if I use the app and look at a couple of days, they also have this same version of software or firmware. If it isn't. Okay. All right. But if I wait a couple days, hopefully it will. It will have been itself. Oh, okay, I have to go back to the notes page. Yeah. Well, it's pretty it's pretty good for the two problem children because they're sitting next to a parent. So the so the ones that are sitting here on my desk with me, it's minus 28 dbm. And fives.
33:00
Speaker 2
[silence] it will automatically update your system. It will try to it it it will it will. And then then give us a call. If that's the case, give us a call and then ask for update the server. That's free. You don't have to pay a red one. Now, you see the notes are already online, right? That is the signal strength. The value that you need to maintain is negative 69. your age 70 80 you will experience this connection okay is a trial and error that's okay that's good you can move the child memory and see how it works ahhhhhhhhhh right
33:00
Speaker 1
[KEEP_UNCERTAIN] That section that call the the Child node keeps losing connection and it listed some things to try and then it listed things to go be prepared to answer. One of the be prepared to answer says, do you have any wired clients on any of the Child nodes? And the two nodes that are sitting on my desk now, when they're in their normal spots, do have wired clients. One is in our dining room and it's wired to an Apple TV. Wired connection or not. And the other one is in our in the garage and it's wired through um and when do you call it? Um so they've gone brain dead. It has a connection to a botch. Yeah to it to it's to a a a Wi-Fi box that has a primary in and then it provides a whole bunch abouts. And and then it goes and then that goes to our solar system, which is on the outside wall of the garage. So anyways, those two two
35:00
Speaker 2
That's okay. Temperature? That's okay. mmm! right. you're good. you're good. okay. go ahead. I will do it. I will do it for you. Okay. Here's your scram. And she'll update in a few seconds. Okay It's okay. It'll take some time. Now, the reason why it will take some time, because it tries to recalculate. It's not just trying to connect to the mother node, it also try to connect to the other child node. It will try to calculate what is the optimum connection. The mother may be nearby, but if the mother is overloaded because it's handling too much traffic, it will try to connect to the child node, the other one. So, allow it.
35:00
Speaker 1
Okay. Okay. Okay. Well, that's interesting because, so if I notice that in the app and one of them is one of the child node is connected to another child node, that just be the system trying to get its best connection. Oh. Mm. Yeah. Okay. I live in San Diego. So we don't have much of a winter. Let me I used to live in Michigan and we had a winter in snow, but that was all many years ago.
39:00
Speaker 2
That is. We call it a heuristic algorithm, or the salesman algorithm. It will try to get the best connection, not necessarily the distance, but on the signal strength. Allow it, it will use some time. It will also change during summer. Summer will be good connection. Winter, Oh, you will have slow down. It will reconnect and readjust again. Autumn is a good connection as well. Winter, uh, spring, not necessary. Similar to winter and spring signal is weak. Summer and autumn, just good signals. It is affected by the sun. Yeah. Yes. Yeah still is windy CD. Yeah. Yeah. Maybe because of the lake. Yeah. yeah. What is the signal strength now? Negative? Ah, that's good. Yay. That's good. Okay, you may need to upgrade your motherboard. uh MX6200.
39:00
Speaker 1
Oh. Oh, okay. yeah. Okay. Oh. Yeah, yeah. Oh, okay. So that's, okay. So that's something I, I'm sorry. Yes. Yeah. Okay.
42:00
Speaker 2
Isn't that great? Yes, you can. [silence] The salesman will not be happy with me. Technicians. They want to sell. We want to fix the problem.
43:00
Speaker 1
got out of that, where they kept cycling and cycling. So, I really appreciate your help. Oh yeah. well, that's true. i i do get i do get nervous about you say i i hate to dig myself i can't, you know, dig myself a deeper hole. okay. is there anything else I need to? that I need to do? Oh, oh wait. well, again, I thank you very very much for your help. i did you sell your name I'm sorry
44:00
Speaker 2
You remember what we read, right? We bring the child node near the mother, reset the child node for 30 seconds, and then press the reset button five times on the mother node, that action is to allow the mother node to rediscover the child. That's the only thing we did. And then the app, ah you did nothing wrong with the app, you're just afraid. You're actually right. You did good actually. You're right. Okay. Nah, you're good friend. You're good. Okay, nice talk to you, friend. My name is Nathan and my pleasure talking to you. Goodnight.
44:00
Speaker 1
Well, no, it, it was, with an end, starts with an N. Yeah, okay. Got it. Thank you very much again, Jason. Okay, have a good day. Good night, bye.
45:00
Speaker 2
Nathan. Sorry, I have a Bell's palsy right now. I cannot talk properly. Apologies. Yeah, Nathan and T H A N Thanks. OK. Good night. Bye.
45:00