V2 Rubric Detail — 183d7f46-76f3-11f1-a…

Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help? [silence]

okay. So, um, when this actually happens, sir, um, are you on a specific location or are you experiencing the, the, entire issue, though you are sitting next to the router? Okay, I see. Give me one moment, sir. Let me just go ahead and check. [silence] [silence] [silence]

So what have you done so far, sir, when you actually experienced the issue? [silence] Uh-huh. Mm-hmm. Uh-huh. Mm-hmm. [silence] Mm-hmm.

mm-hmm. [silence] [silence] Okay. Thank you so much, [silence] sir. And to confirm, I'm speaking with Mr. Harry high no? Uh, mule. [silence] And, can you also please confirm your email address sir? Okay, perfect. So, um, sers. Harris, since you have actually already done what are the things, uh, you know, that is necessary for, um, this kind of scenario, but just to make it sure as well, Sir, Harry. Have you tried connecting a computer directly to your modem and run a ping test? [silence] [silence]

Um, like you know, since you have done resetting the router or the linksys router. Then the internet came back. Yes. However, the connection is still dropping. Now, the next thing that we actually need to do for this case, I mean, in this case is to connect your laptop directly to the internet source or to your modem. Is it possible for us to do that? Yeah. Yeah. Not the parent node, but directly to the gigaclear box.

Right. So, um, can you, I can't. Run a ping test, sir. But before that, this is a Windows laptop. Okay. Um, there is a search bar at the very bottom, uh of your screen. [silence]

So, tap on that magnifying glass, which is beside the word search, okay? And then type in the letters, C-M-D, Charlie, Mary, okay? And then can you... I'm sorry, okay? Type in IP config, yeah? And then just press enter, and then please give me the IP before that you are getting.

Okay, so we will be running the ping for this one. So sir, just type in again, the word ping. That's P-I-N-G. It's ping. That's actually that's actually the Internet or the LAN IP address, sir. So, yeah, so let's run this internet IP address so that we can determine if, is it the modem is the faulty or the router is the one that is faulty. So let's run the ping. So, type in ping still under the command prompt. Uh, and then space 192.168.1.1 and then enter it. Okay, so we got replies. So that one one is working, sir. So let's try to ping the LAN local IP address of the router. So that one is the 192.168.100.1. So what will be 192.168.100.x, exactly. So you can say that if it reaches the 254, the other IP provided. Yeah, so let's ping that IP. Ping. Enter, okay. So it did not receive any replies, sir. So, that just means that the router are faulty, sir. So can you, I see. So can you, so you can, we can tell that this router is faulty. Okay. Now, let's run the LAN IP address of the modem. This one is the 24.0.0.1 Sir, no, so 192. 168.1 1 that is the other modem that is the third modem.

168.2.120 space dash t or negative, letter t? [silence] and then just come tiki.

that should be like ping. IPv4 address and then another space and then dash T or negative T. the letter T like tango. space, yeah, minus T and then just press enter so that the ping will run. so, let us run this ping here to see if we can identify any problems by running the ping for about 5 minutes. so let's run this ping for like about 10 minutes and then let me know if you are receiving

by the way I'm serious

waiting for that ping. because it's actually still has a lot of time. so uh how many linkys router do you have in total, sir? i know, how many linkys router do you have? since you mentioned you have a system, [silence] mm-hmm. okay. [silence] okay. so uh, sir, can you just continue running the ping and then can we access the web browser interface of your linkis router? so, just open a browser and [silence]

And then once you have already have the browser pulled up type in uh let's use the default IP address that is. Oh, no. The laptop is still connected to the modem, right? Yeah, I'm so sorry. Okay, because earlier I did actually ask it to connect the laptop directly to the modem so that we can run the ping. So the laptop is not yet connected directly to the modem or to the glig or to the giga clear device.

Oh, okay, okay, I'm so sorry. So, uh, yeah, cuz if you are connected directly to the modem hardwired, so, um, it will not gonna work. And you can send me some other information that I can add that I actually need for this. But, yeah, let's just finish running the ping for the... Yeah, cuz it should not actually going to work since the laptop is connected directly to the modem. So, let's just wait for the five... Cuz there is only five minutes left with the ping that we're actually running. So, let's just wait for it.

Okay, so there is three minutes left, sir, but you did not get any timeout request from the modem, right? Okay. okay, there is a one minute left okay

Again, use the web browser interface of your Linksys router, access it using 192.168.1.1, as you did earlier and go to troubleshooting and then go to the second tab, that's diagnostics and then go to I mean, there is an option there that says share router info with Linksys. Okay, tap on that one. So after you top it, it will open another tab and it will ask for an email information. Now, input this email, sir, that is customer.

support at Linksys. Calm, and then, just proceed on sending it. Yes, sir. [silence]

Okay, so I'm certain you have

You mentioned that you have four Linksys router? One parent and three child nodes. Can you check the serial number of that two child node sir? Or maybe it's mac address even just the last four sir. Just the last four of its mac address. Okay. Uh-huh. I yes the other yeah that is that is actually why I did ask

It's only showing two child nodes here. And, yeah. What was that again, Sarah? Ke, two, A three. Okay, thank you so much. Okay. Mhm. Let me just get this info. [silence] one, five, two, six, nine, parent IP channel.

Okay, so, uh, sorry, did you just turn on the third child note? Okay. So, um, I'll be requesting again, uh, for you to send another, uh, logs for this one, so that I can check as well the distance of that third child node, because the first two child nodes are just to let you know, uh, they are already on the boundary where they're really are getting having a hard time connecting to the parents, just to let you know. Because there is distance is really not ideal for, no, not totally. But they're already at the boundary where they are having a hard time connecting to the parent node or to the main one. [silence]

What child node? Yes. So the signal strength, so if the child node already reached the negative 70, that's already very alarming because the child node is already having a hard time connecting to the pair. And now, as per checking here, the first child node is communicating to the parent with a signal strength of negative 66. So, it's almost actually there where the child node is really having a hard time communicating to the parent. That's why we need to move this child node a little bit closer if we can do it.

it will absolutely fix its performance sir because it's already near to where it can possibly be it can possibly be or it can really disconnect the connection of the child node and the parent. So you need to move this child nodes a little bit closer to the parent and check again its signal strength. So because sometimes actually sir this child node will tend to communicate directly to the parent. Now if they are really at this distance then they are going to rely on the nearest child node where they can get the connection. However since this distance is already

already at the boundary where they can or they tend to be disconnected to the signal. So yeah, you really need to move this a little bit closer. So did you plug, so did you already plugin the third child node, Sir? Can I ask for another logs for this? Okay. Okay. Uh, let me just check it again. Okay, here it is. So let me download this information and paste it here. There you go. So. Okay. uh, there you go. There you have it. And uh,

Sir, can you check the LED light of your third child node, sir? Is it blinking red or solid blue? Uh-huh. Okay, it's solid blue. Okay, it's not actually registering to the system, sir. as I have checked it here, there is no information for the third child node, which is the one that has the MAC address ending 2A A3. What I only have is the ie

Yeah, because what I only have here is the two one eight B and the eight, seven, four C. I don't have the two A three. So, uh, let me just also check. This one allow me to just um and let me also check the firmware of this router. And so just to make sure all of your devices they are all sharing the same model number. The SPNM X 55. okay. Can you give me the model number of the first child? No, sir.

Okay. Um... the third one is communicating? Uh-huh. Okay. Since you're already on the app store, can you check the signal strength of the child nodes? Is it...? Um... Okay. Yeah. Okay. Yeah, it might be that third child node is communicating to the nearest child node. You... but which of... Um... yeah. So which of these threes are... is the front?

first child node. And that is the first child node that could, it might be nearer to the parent. 2 1a b 8 oh seven four C or the 2a a 3. Uh-huh. Mm-hmm. Uh-huh.

what is its model number sir? the third one the uh eight seven four c okay okay thank you so much so just to make sure sir if i got it correctly okay so the child node that the mac address ending two one eight five

Yeah. It's the middle child node, right? it's at the middle from your Internet topology and then the first child node or the one that is much more nearer or the first child not near to the parent is the MX 4200. okay. okay. And the furthest child node is the one that has the mac address ending two AA 3.

okay. So let me just double check. I need to check first the firmware of each of these SPNM MX-55. And then I also need you to check since you're already on the app. Can you tap on the node or the first child node that is the MX-4200 and give me its firmware version? The MX-4200, the one that ends 874. Can you pull up its information and get its firmware version?

Ah yes sir on the interface So just tap on connectivity Okay, thank you so much and then let me check. Can you okay, but let me just for let me only. so one zero one three so that might be this is a version one okay gotcha okay so sir i just really wanna let you know that the firmware of your MX 4200 is already outdated so you need to

To update this one, because the firmware that you're MX 4200 is carrying is still from the year of 2022. Yeah. And it can really do affect its performance, just to let you know. And let me check. I'm sorry. Okay, so since this is a ban, was this provided by the internal Giga Clearster?

Okay, but it has the model number S Pen X 42H. Okay, but at least we have figured out some reason of this one. And then, let me also check the firmware of your SPNX 55. Okay, give me one second. Because this could might be the reason you know why you are experiencing this the internet is dropping. [silence] So literally you don't have a standard acquisition here so no. No internet. Okay give me one moment. Let me just check it here. Let me pull up this one. So on the 55 that's a must connect all internet. Not connected. Not connected.

So the YouTube was not made that the YouTube was not made, but it's true. Yeah, it is really a dual band router. Yes. I mean a triple band router. I mean, yes, but if your devices, sir, are unable to connect,

to the third band, or if this is a Wi-Fi 6, let me just double check it. If this is a Wi-Fi 6, then there could might be a problem, because some devices are not capable of seeing or connecting to the Wi-Fi or to the 6 GHz bandwidth. Because, yeah, sometimes they can recognize... I'm sorry. I'm sorry. Oh, yeah, I understand that one, sir. But still, if one of the child nodes [silence] Node is also really acting up, especially, uh you know, especially with the sp and mmMd x 4200 since it has an outdated firmware. And this is the first internet source of the remaining two child nodes. Of course, sometimes the first child node or the second child node will rely on the first child node with the spnm 42. Now, if the second child node will try to get the internet from the mx 42, of course, the second child node will also going to have a problem because the spnm 42 cannot perform defendant well. It is actually because its firmware is outdated. That's the one thing. Second thing is that, um the second or the yeah, the second child node is really uh because I it's giving a signal strength of 66, 69% or sometimes yes it can make a a climb up to 59% but it's still really not a guarantee so we need to move um them take the three of them a little bit closer okay and uh let me just double check okay uh sir Harry can you give me about three to five minutes uh because I'll be putting the call on hold because uh I'll be checking my resources here especially with this um with this um child nodes okay okay kindly stay on the line sir Harry. Okay, hello, um, hello, sir Harry, um, sir Harry, are you still with me? I thank, I thank you so much, by the way, for patiently waiting on the line. So, uh, I did check everything here on our system. So, the other two child nodes that you have, the SPNM X-55, the two of them are the two child nodes, both of them are carrying an outdated firmware. The only child node here who is carrying the outdated uh, firmware version is the SPNM X-4200. So, um, sir Harry, this is what will going to happen, okay, for us to make sure or to add or to isolate the issue, sir, okay?

So I want you to not just move those child nodes a little bit closer, but I wanted them to change their positions.

Sir Harry. Uh let me just check. So the, since when did you have this uh router Sir Harry? If you still remember it. Like, when did you receive this router? The MX-55. Oh, okay. September, last year. Okay. Okay.

Oh, I understand that was in there, but I just certainly want to give you those information because it's actually really important, especially with this kind of setup that you have now. Since you have a problem that a parent knows that it's tend to happen like it automatically turn off itself you mentioned earlier and then it boot up directly, right? Like it's just suddenly turned off and on. Since the behavior of the parents know this like that and you also mentioned earlier that

you don't want to reset your system since it has been already set up like that. If that is actually okay, so if that is actually the case, sir, the other option that we can do here is that uh we can actually swap, but still it will do the same thing. Like you know since we are going to change the parent node from one of your child node. So of course all of the system will be will going to start from scratch. But yeah. So uh I want So what will happen sir is that the parent node or the current parent node that, ah yes that's actually what will go on to happen, you just unplug them and then put them on a different location, the MX-42 will be the furthest and then the, the MX-55 will be the first or might be the second child node. Now regarding with the issue of the parent node sir since it's turning off and on itself, so what will happen is that you are going to get a child node which is the MX-55 and it will going to be a new parent and then the current parent will gonna be a child node. So you are going to swap the position of the child node so the previous child node will be a, will going to be a parent and then the current parent node will be a will going to be a

child node sir. okay. okay. so if that is actually the case sir, since the routers are actually still under warranty, so you can call gigaclear about

This one and report the behavior of the parent node, sir. so that they can visit you there and replace that parent node and register another device to their system to act as a parent. yeah that's, yeah.uh-huh.uh, let me just double check it, sir, okay? before I answer your question. One, four, one.

okay. Thank you so much for that one, sir. So, uh, let me just double check. because I'm actually checking the speed that where the, uh, the MX 42 and the MX 55 can actually provide. So, 82WIFI 6. So they are both Wi-Fi 6 router. And then, uh, regarding with the speed. 50 device can simultaneously connect and then okay so as per checking here sir the much more convenient router to stand as a parent is the MX 55種類 is 54 I mean 42 so yeah for this one sir you can actually request a support from the giga clear and let them know that the parent is acting up like this so that they can file a ticket or report about this one and then they can work or you can absolutely. [silence]

they request to change a or to swap a parent from one of your child nodes and register that child node to act as a parent so that they can uh you know maybe replace the faulty parent node that you have right now. since they are still both under warranty. I mean all of them are still under warranty. the three the three MX55. But sir, the MX4200 why did you purchase this router? ah, from e- so uh, yeah, please give the Giga tier a call sir, so that they can work on the parent node, okay?

Yes. So act as a... Yes. And make it as a parent. Yes. Now, sir. There... If you... cuz if you actually want that your setup to be like that so there should not be a problem. Cuz uh this routers are actually designed for like you know for the demand of the customer. And if you really want your setup to be like that and of course.

This router should actually work on that way, because most of our customers really tend to have their IP address to be static, you know, because it's actually much more secured. And then, uh, regarding with the parent node, sir, because it's really not normal, sir, for a parent node to turn off itself and then turn it and then turn itself on. No, it's not, not unless there is an update.

okay so yeah if that is actually the case sir so uh... like you know might be uh... there are actually several reasons for that one cuz if it's actually only uh... blinking red so sometimes there might be oh... solid red. okay so if it's actually solid red sir so

There, because if the internet or if the parent node lost its connection from the modem, it will only start blinking red. That actually indicates that it lost its internet. Now, if you are seeing a solid red light color and then the internet is dropping, there is really might be a problem with the parent node that you have. Because if it's only got disconnected or if the internet just actually lost, then yes, it should only be blinking red, not showing a solid red light color. Might be the firmware of the parent, because sometimes though the band of the internet is full [silence] you will get a red light indicating that this node cannot find the parent node. So, you will still have a red light even though if the internet is actually up. Because this particular node cannot find its parent node. If you have a solid red light showing and a constant blinking on it, then double check your parent node's IP address because it might be a problem with the IP address that has been assigned. The other option is that it could be the Formware but that very extremely rare. Because your parent node is actually getting confused on how it will form the its own bandwidth for you because the IP address is constantly changing. Now if you see this problem mentioned dropping a lot of data, it may be a problem with the channel that you have selected. The 2nd 40 MHz you are using. You need to go to that to try a different channel on that one if that particular channel has a lot of interference. So if the interference is high, that tends to drop your bonnet connection and give you other issues. So that's the indicator of red and red light. RB. . RB. Oh. Gee. And. Yeah. Yeah, why. What else. Uh. Is that. That's. What else could it be. Is that. Uh. Might be the modem. Or the device that has been provided by the giga clear. router is on, okay. How can we troubleshoot it by with. uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh.

Oh yeah we're good with the the giga clear I think that's your other devices if they are you have sees yes yeah so yeah thank you so much

I know, sir. Um, well, about the DHCP something, because let me just uh close this tab. Cause I don't need this. we're doing and thank you so much for your time. Yeah, that's it. So once you guys. sorry

It actually has nothing to do with a DHC P. Something that you actually mentioned earlier, sir. I did check it here. So the only, I mean, the other things, sir, where we can actually test if the current parent node is really faulty is by switching the nodes. [silence] Yeah. [silence]

Sure, give me... can you give me some time?

Okay, hello Sir Harry.

So, whenever you need to call us back, Sir Harry, just give your phone number, your e-mail or this ticket number 128 772.