V2 Rubric Detail — 163a126a-7647-11f1-8…

Good afternoon. I'm calling regarding an L-M 1-4-0-0. It's a Velop Pro Ruger node. The reason for my call is I've had

Southern connectivity, both wired and wireless, recently, and I can go through the list of things that I've done and what the symptoms are, what the network configuration is when you're ready. But you'll probably need my name and serial number and other details before we get into that. Sure. Let me pull up a photo because I just took a picture of it a short while ago. I do have a one previous request on this router, a technical support call. If it's easier to tie it to that, I could give you that number. I sure do. It is S0011 5206.

That may populate name and serial number and everything automatically for you. Right though? Yes. That's correct. Also correct? Yes. That is correct. I only have one and that is it.

I have four nodes total. I have three that are MBE-7000. Those are working just fine, but I've got strange behavior from the single node that is LN-1400, which is the serial number you just provided. Very different, yes, matter all the same. Sure. The way the, the house network is configured is I have Frontier Fiver [silence]

From there, I have a Ethernet cable that runs directly to the Velop Pro, the LN1400.

addition to the strange blue lights, I'm having wired connections that are interrupted and that's on multiple computers. My work laptop, my wife's work laptop. We've tried different switches. We've also tried different Ethernet cables, so we've debugged the connectivity piece. I've also had intermittent Wi-Fi problems, so Apple devices will not connect to the Wi-Fi network, Spotify Connect and Airplay intermittently fail. I have to forget and then rejoin the network and then sometimes that will have it work for a short while and then it'll drop again. So all of those are consistent issues across multiple different manufacturers, multiple different rooms. So the one consistent theme is it all goes back to the LAN 1400. I have uh also checked the firmware and all of the firmware is up to date. on all of the child nodes, as well as the parent LN 1400. The ONT has been rebooted. The LN 1400's been rebooted. All the child nodes have been rebooted. Obviously, the laptops, desktops, other things that are connected. Those have been rebooted as well. So I'm kind of running out of options to uh to to debug further and therefore, my call. No blinking, a solid blue. Yes, don't blinking, a solid blue. Like I say, these failures are not constant. It's very intermittent. Both wired and Wi-fi will both drop. I did set up one of my desktop computers to ping three different addresses.

[KEEP_UNCERTAIN] The address for the L N 1400 one is 1.1.1 and then another is a separate LAN device in my home. All of those pings have continued now for, I think I'm approaching a week that I've been constantly pinging. Those do not get interrupted when another computer loses wired connection. So the symptoms I'll be on a work call on my work laptop. My team's meeting is going just fine. I've got audio and video. All of a sudden, I lose connection. The icon that shows the computer screen with the Ethernet cable next to it disappears, and then it searches for Wi-Fi. If it can find a Wi-Fi network, then I'll reconnect to the video call and rejoin it. So sometimes I'm back on it a matter of a few seconds, which tells you that I haven't lost my internet. It's not a frontier problem because I went from wired to wireless and that's okay. Other times, once the wired connection drops, it can't

I can't find the Wi-Fi and I can't reconnect to the meeting. And obviously since it's a work device, I need it to work and needs to function. So I've got to get a fix in place. [silence] The configuration after the [silence] LM1400, [silence] because that's a 10 gigabit device, it provides a feed directly into a tr geeignate 2 and 1/2 gigabit switch, [silence] and that 2 and 1/2 gigabit switch sends to all of the rooms in the house. [silence] So, when I refer to my work laptop, that room in the house is my office. [silence] There are multiple computers in that office. [silence] That's where I am right now, and just looking around, I'm looking at five different computers [silence] and I have two that I'm currently working on, so one of the only one was connected to the Wi-Fi, that's just kind of funny. I don't know if that's also important information. There's one hard wire in my office that's hard not hard wired into that switch that gets Fed out there, but that's bad and that's what I'm currently connected into. So, I don't know if that all sounds crazy, like, should it work or should it not work?

[silence] [music] [silence] a then wired. So the one wall jack in the office goes to a business switch. It's a cisco CB110. and from that each of the computers and servers have a direct ethernet connection. So there is another switch that's in line. However, I've taken one of the laptops. I've taken it from my office to where the ln1400 is, plugged it in directly and the problem persists. so it's not the switch. I've taken the switch out of the equation and the problem still is there. I haven't because then I lose my speed. I only have one node that has faster than one gigabit for at least two ports and that's the ln1400.

yeah, correct. The MV the MVE 7000s all have one two and a half gigabit port and four one gigabit ports. So two and a half for your WAN and then one giga bit for your LAN. So I will be slowing my network down to one gigabit. [silence]

Yes. Correct. Just about a half an hour ago, I tried to turn on a Yamaha receiver using the AV controller app in my phone. I have three- Amazon, or not Amazon, three Yamaha receivers that show up on the app. In this case, I only had two. So, I went over, I unplugged the receiver, I restarted the receiver, so it should find it a network connection again. Still didn't show up. My phone is on Wi-Fi. So, I disconnected from Wi-Fi, I forgot the network, I rejoined the network, and again, the receiver didn't show up. I then went to the LinSys app, and I scanned the network. And of the attached network devices, the

[silence] armahaw receiver was present. At that point, I went back to my app on my phone and it was there. So that's that's not appropriate behavior. It should show up all the time and consistently. That was just a half hour ago. And that receiver is connected with a wired connection. That is not using Wi-Fi. Yes. So that's just one more internet connected device that isn't functioning consistently. It's not just limited to computers. In other words. Yes, I took my work laptop into my computer closet where that LN 1400 exists, connected it directly with a fresh cat six Ethernet cable.

that then I was able to get a drop on my work laptop as well. So that's why I think I've got it narrowed down to the LN1400. It's not any of the switches. It's not a bad cable somewhere. If I can connect direct from a laptop to the the LN1400 and still reproduce the problems, then that narrows it down pretty well. I have rebooted it at least three times and I've checked the light color probably five times and it's consistently been blue. But when I've had a drop on either wired or wireless, I haven't immediately gone into the room to check the color. So the quick answer is I don't know, but all the times I have checked, it's been blue. Whereas previously it was solid white after it was set up and configured

All of the child notes are solid white. It is pretty rare that I go through an entire work day and I don't experience a drop in one meeting. So, several times a day. Does it happen when I sleep? I would have to assume so, but total number of drops, I couldn't say, probably five or six a day. So, every four hours. Correct.

The total duration for symptoms has been about 10 days. And about a week of that has been intense diagnostics on my side. It was only yesterday that I took my work laptop and plugged it in directly. That was toward the end of the diagnosis. When that occurs, yes. When it dropped, then that's the exactly the symptom. But like I say, it's not all the time, it's intermittent.

Based on all of the information I've collected so far, it appears to be some sort of an intermittent discovery or forwarding issue rather than truly a pure disconnect. Which would point to firmware. when of course I went to firmware immediately and confirmed it was it was up to date. Yes. Okay.

So what I'm hearing is that you would like me to permanently configure a laptop to be connected directly to one of the ports on the eln 1400 and monitor a ping to the router itself as well as oneent one one one one, which is google. Report the color of the light and report anytime I have a a ping drop. [silence]

OK. OK. And who- Yes. And what information are you speaking? Because my impression based on the user manual is it's a persistent solid blue LED.

if the LN 1400 is operating as a primary router would not be considered normal, and that would indicate either a hardware or firmware fault. So that's not being addressed by this test. Okay. And I should call you as soon as I have a dropout either wi-fi or this test would be wired. So I would do the wired test first. Yes.

Okay, that's fine for me. Yes. Okay. I was logged in on one of the computers next to me. Let me see if I can log back in and find that. It's probably also in the link to this app, which I should be able to get to from my phone. But since I was logged in here, let me uh see if I can get it directly from the the uh the browser.

OK. I am at linksys smart

Okay. is your office open tomorrow or closed for the The Independence Day holiday. Okay. Do you are open Friday, July 3rd? Okay. Then I can let the ping run overnight. Okay. Okay, thank you, . Got it. Thank you.

Thank you for your help, Carla. We'll give you a call back after I have more. Have a good day. Bye.