V2 Rubric Detail — 1ee59368-7916-11f1-b…

Welcome to Linksys support to assure quality service. Your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Linksys. My name is Josh, how may I assist you today? [silence] Aha, yeah I got that one, sir. And rest assured that I will do everything I can to fix this issue. So just the confirming sir. You mentioned that you have, [silence]

two nodes in total correct uh huh no worries so what's the light on the main node right now is it currently showing solid blue uh huh that's great and what about this offline child nodes I see uh I I'm gonna set your expectations sir if the light on the node is flashing blue that indicates that it's still booting up uh have you tried plugging this node into a different power outlet as well uh I yeah for this no no worries and I really do apologize to interrupt so this uh since this is for re since this is for reconfiguration right now kindly

So for now, let's observe its light for one to two minutes. And by the way, can you provide me the serial number of that node? [silence]

Okay, thank you so much for that one, so let me verify again the airline number. So the serial number is 3 8 U 4 umbrela 1 0 M 4 Mike 5 7 C 4 Charlie 0 2 4 1 8. Is that correct? Uh huh. And was this device provided by your internet service provider? Uh huh. No worries for that. And what's the light now on the child node?

uh-huh now.

Did you see did you see if the light on the node turned to sold blue or it did not? I see how about this one? For now kindly release the reset button and then tiny press and hold the reset button again for one minute. And I'm gonna let you know once the time is up. Because I have a timer here. Okay.

[silence] Uh-huh. Oh, so that's great to know, sir. So for now, kindly your flashing blue light, ah, yes, please. I'm gonna let you know once the time is up, okay? All right. Thank you. [noise] No worries, sir. Uh, no worries. As long as the light on the node will turn to solid pink or purple, I'm reassured that we can just reconnect this one using the five press setup method. [mmhmm] However, the issue for this mm the it could be possible that the child node is like keep booting on its own. Yeah. So you need to hard reset the node. Yep. So you need to press it red and hold it down for 15 seconds. [noise] Okay. So we'll just wait for the process to finish. All right. So then, okay. [mmhmm]

So that's the reason why while we're trying to reset this one. So actually, the one-minute countdown has already started. And what's the light again on this child node? It should be flashing red, flashing red. For now, kindly release the reset button and then we will observe its light for one to two minutes. Okay. Thank you. solid red. Okay. So, by the way, do you know what happened that may have caused the issue, like how this child node got disconnected from the network? Okay. Mhm. So just to verify, the light on the child node is still showing solid red, correct?

fleshing blue. Andrei. and can you also check if your devices like on your uh own or computer kindly go to their uh Wi-Fi or Wi-Fi settings and check if they can detect the default name of the child node which is underscore vflupgrade zero one A. mm-hmm. [silence]

like on your phone, sir. If they cannot detect the default name, which is again, underscore velca, setup, and 0 1 a, it could be possible. Again, that this child node is like keeps re rebooting. Uh you also mentioned that you have already tried plugging this node into a different tower out. Is that right? Uh-huh.

Yeah, can we try that one instead? Because I want to make sure that there's, there's no something wrong with the power outlet on your house. So for now let's try to isolate this one. No worries. Uh huh. All right. So for now let's observe its light for one to two minutes and let me know if the light on the child node is still on sequence like flashing, blue, goes to solid, red, then back to flashing, blue again. All right.

By the way, sir, are you currently using the internet connection coming from the main node? [silence] Uh, by the way, sir, are you currently using the internet connection coming from the main node? [silence] [silence] All right. [silence] Uh, [silence] All right. [silence] All right, [silence] so, uh [silence] for now, [silence] let's observe again if [silence] light and, [silence] however, if they shippers [silence] we might need to [silence] perform a recovery reset, [silence] because it could be possible that [silence] this node is already experiencing a hardware issue. [silence] However, we will [silence] further isolate this one later on, so, [silence] for further isolating, we will try to use [silence] the power adapter or [silence] uh, [silence] power supply from the main node [silence] onto this child node and then see if [silence] the light on this child node will be still the same like flashing blue, solid red and back to flashing blue.

Mm-hmm. solid red. All right, let's wait for another 30 seconds to a minute. Hopefully, it will not turn back to flashing blue. flashing blue. I see. Uh for this one, sir, uh, uh we might need to do a recovery reset. So for the recovery reset, just follow these instructions: Uh kindlethe plug the power adapter from the node and then wait for two seconds. Yes, sir. From the child node and it should be from the device. Okay? Not on the power outlet. So once the power adapter has been unplugged from the device, kindly plug the power back on and count for five seconds and unplug again the power adapter.

So, the device, [silence] wait for 2 seconds and then plug the power adapter again onto the device, [silence] count 5 seconds and [silence] unplug again, [silence] wait for another 2 seconds. So, you're gonna perform that step for five times, and [silence] While I do it,

five times. all right. all right. all right, thank you so much for that one. so yeah, let's wait for 10 minutes [silence]

uh 10 seconds and then replug the power adapter on the device. [silence] [silence] all right, thank you so much for that one. and for now, let's observe again, the light on this child note, for one to two minutes. Mhm

Got that one.

So just to clarify, flashing blue again. I, I see. Uh huh. Uh huh. So that indicates to her that the child node is still booting up on its own. Uh, how about this one? Can we try to use the power cord of the main node on this problematic child node and then we will check if the light on this child node will still be flashing blue, goes to solid red and back to flashing blue. Uh, for this one because for this troubleshooting, uh, we might uh, we can isolate if the issue is has something to do with the node itself or only the power adapter.

All right. All right. Let's wait for 30 seconds. Let's see if it turns back again to solid or flashing blue. So within 30 seconds, the light on the node is still showing steady red, correct? I see. You you can now try proceed to by swapping the power adapter sir. So, again the power adapter of the main node will be used on this child node and the power adapter of the child node will be used on the main node.

node will be used on the parent node. And after that one, let's observe their lights for two to four minutes. I, I yeah. Yeah, you can do that one instead. So for now, kindly disconnect the main node from its power adapter and just plug in the child node. And let's see if the light on this child node will still be flashing blue, solid red and flashing blue. [silence]

Alright, so let's observe the light on this child node for one to two minutes again. Oh yeah, yes that's fine because uh currently we're just trying to isolate if the issue has something to do with the node itself or on the power outlet, or sorry, power adapter.

By the way, sir, do you have a computer that can be wore directly to the node like using an Ethernet cable? Uh-huh. That's great. And so, that means that your computer has a, there has an Ethernet or LAN port, correct? Uh-huh. So, I don't worry regarding with the computer. So, for now, let's uh focus on this.

Sorry. It's still doing the same sequence like flashing, blue, solid, how about this one? Yeah. Can you can we like reset again this parent, sorry, this child node since currently the child node is using a different power adapter. So again, sir, for reset, just press and hold the reset button for one minute. And don't worry, rest assured that I'm going to let you know once the time is up, okay? All right. Thank you. That's fine. Just keep pressing the reset button. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] hell f you min let that reset then can you tell me the light now on the child level

All right, let's observe that again.

I see. [silence] No sweat. [silence] So [silence] just to [silence] verify [silence] the light on the child node is [silence] still showing flashing read, correct? [silence] I see. [silence] Got this one. [silence] So, uh [silence] can you tell me the power adapter, [silence] or sorry, the power adapter specs of the child node [silence] like the input and output. [silence] Yeah, [silence] uh [silence] yes, sir. [silence] Uh [silence] don't worry, sir. [silence] This is just for record purpopse. [silence] So, you can just like [silence] uh [silence] tell me the input and output of the child node's power adapter. [silence] Yeah, and [silence]

For this one, sir, I'm gonna, uh, I'm gonna set your expectation that, uh, it could be possible that this child node that you have is already experiencing a hardware issue because we already tried like plugging the node into a different power outlet. Uh, using the power adapter of the main node for this one. So, however, I'm gonna put the call on hold for two to three minutes. I just need to double check my resources regarding this issue, okay? Uh, yes, sir. Rest assured that you can now, uh, you can now swap again the main node. That's correct. That's correct, sir. Yes, please. So, you're most welcome, sir, and kindly hold on the line, okay? Thank you. [silence] Hello, sir. Thank you for patiently waiting. Yeah, I really do apologize, sir, about double-checking my resources here. Yeah, there's no doubt that this child node is already experiencing a hardware issue, and again, I really do apologize that we can no longer provide a replacement for this one, since, again, the hardware can no longer be

The status of the node has already expired. However, sir, I again, if you have a computer that can be wired directly to this node, if that's possible, I would recommend doing that and then check, just check if the node still has a valid IP address. After all the troubleshooting steps that we just did, uh, that will also, uh, that also concluded that there's something wrong with the device itself, not the power adapter. So, for this one, sir, Just to confirm, uh, is your laptop is a Windows or a Mac computer? [silence] And do you know how to access CMD or command prompt? [silence]

So, yeah. So on your laptop, all you have to do is access CMD. And under CMD, just type in ip conf, ip config space flash all and then press. Yes, sir. So I py con fig space forward slash then type all like A L L and then press enter. Sir. And then after that one, check if the Ethernet land adapter is already showing media disconnected. Because if so, uh that's concluded that the device is already defected. Yes, sir. Yeah, if not listed that means sir that uh the device itself is no longer uh detecting the cable use between the device and to your computer.

Yeah, if it's listed like, uh, you mean if there's an IP address. Yeah, if there's an IP address, try to, uh, use that IP address to access the web user interface of the node, like, uh, if, for example, if the ethernet adapter default gatewayishish is showing 192.168.1.1. So, use that numbers or, uh, information to access like on the, on your computer, go to the open a browser and then type that 192.168.1.1 and then check if it will redirect to the login screen of the node. However, if not, uh, that should do it, sir. So, that should be the conclusion. Uh, no, sir, not on the main node. It should be on the child node.

Because the main node is still working properly, it is just that the child node is the one that is currently experiencing a hardware issue, since again, the child node keeps booting up. So again sir, I really do apologize, I really do apologize. But Linksys don't have a repair center or service center. So what we can do for this kind of scenario is to replace the unit. However, again, since the hardware warranty of the device has already expired, so we can no longer provide a replacement for this one. And regarding with the issue, the router is already experiencing a hardware issue. It seems like the router is not working properly. So, you can simply power cycle the router for now, until such time that you can have the unit replaced. So, what you need to do is reboot the router, then check the lights if all of them are already at a steady on condition, which means that the router is already up and running and ready for your internet service provider.

You're most welcome, sir, and again, I really do. You're most welcome. Again, sir, thank you so much again for calling links. You have a great day. U.S. welter, take care. Hello, sir. I'm sorry, it seems like you forgot to end the call. Hello, sir, are we still