V2 Rubric Detail — 27f5956c-80ae-11f1-8…

This is, uh, uh, Linxius technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linxius specialist. Hello, this is Eric from Linxius customer assurance team. May I speak with Stephen, Deepvaker? Uh, hello, Stephen. Thank you for answering my call and can you hear me okay on the line? [silence] Thank you. And by the way, this call is recorded for quality assurance purposes. Um, I'm here actually to, uh, do follow-up regarding the case that was escalated to our level two department regarding your Linxis MX4200 device. And may I ask if, is this the best time for us to discuss and troubleshoot your device concern? [silence] Thank you. [silence] And, by the way, I I tried to call you, by the way, with your other numbers since you have two contact numbers here. [silence] And it was not, uh, successful. Thank you for the other [silence] all right. **No worries**, okay? Uh, but thank you for answering my call. **on** this number. **Okay**, so, um, let me just double check. You have here, the issue is they're able to configure your uh system but the concern is they're not stable **on** the child nodes. **Like**, uh they keep disconnecting. Okay.

Okay. So, while we were checking it, I'll just need to double check. So, when you had this, uh, issue, it started when you upgrade your router to a newer version. Am I correct with that one? New router? Uh, maybe I misunderstood you. Uh, I thought that you upgraded the router's firmware or software to a newer version, but it's not. You have a new router, like, uh, based on the record, you have a new modem? You have new modem? Oh, I see. Okay. I'll just edit my notes, okay? So, your internet service provider is still the same, but you just upgrade it to a newer modem. Am I correct? Uh, change ISP. Mhm, okay.

Mhm. Uh-huh. Uh-huh.

I think. So, there's fiber installation in your area. Then you take advantage, okay? Because a fiber optic is much stable and faster, okay? So, but before you change from T-Mobile to Spectrum fiber, you did not encounter any of this issue that you're like providing to me right now like the dial-down disconnection. Everything was working fine before, correct?

So, but let me just confirm. So, technically speaking, uh, with your previous ISP T-Mobile, uh, this issue that you're having, which is like based on the record, a few seconds, uh, just the child node disconnect, like that were you not able to experience that with T-Mobile. Right. Okay. So with the Grade Fiddler.

They're not the same, right? They're different. Okay. So, it was T-Mobile, then Brightspeed, then the last will be Spectrum. And that's what you have right now. Right. Ah, I see. Uh-huh. Uh-huh. Uh-huh. I see. E I appreciate the clarification. Okay. So, I understand that you had a bright speed, so you have a terrible experience due to the slow connection that's for several years. Then you went to

T-Mobile and we just had it for about six months before going to Spectrum because you have you took advantage because there's like fiber optics cabling layout on in your area. Okay. Thank you. So, for this case, okay, if your issue is about dropping of child node connectivity. Then that's the one that we need to properly isolate. Okay. Because if you have three nodes in total here of that three nodes, the most important node is the parent node. Why it's most important? Because that's the node that's connected directly wired to the internet source. So, if you have a dropping of connection, we need to isolate if the dropping of connection is via local or via internet. But since it's child node disconnection, so technically speaking, it's local connection between the parent and the child node or or since you have two child nodes here, in between a child node and another child node. Okay? So, we need to ensure first the integrity of the connection of the parent node. Because if your parent node is not working stable, then of course, the rest of the down stream devices, your child nodes and the rest of the devices will experience disconnection if the parent node is not stable. Okay? But if you verify that the parent node is working stable by just like turning off the child nodes and letting only a wireless device and a device connected to it, and on the proper interval. Since your interval is very short, it's about a few seconds. And if you check that the connection from the computer and the parent node only are working stable, then at least we have like check that the parent node is working. So we'll now then move to the child nodes. So, it might be a possibility that with the child node, this is just based on my experience, okay? There might be a possibility of a software or hardware issue, okay, that you may need to properly check. But since you mentioned that you have upgraded your modem, so it's not typically the cause of the Internet. It might be on the local site. So, it might be a software or hardware issue of the particular node, and I might need to properly check first its actual software. And if you check that on our Linux website, there's a new software available, then we need to make sure that all of the child nodes are consistent with a parent node. Because there might be a possibility that your parent node has upgraded its software, but it may not be upgraded to the child node. Okay? So, if your topology is parent node, first child node and second child node, and the first child node might be the hardware misleading. But obviously, the key thing that you've mentioned is that these are all optical fiber networks, which clearly states that it's not a cable issue or ISP, which you've said that bandwidth-wise, from your DSL's point of view. So, is there anything else within your physical view or your physical reach that you've suspected you might be the cause of this thing, of the issue? So, are there any network layer devices involved? I mean, if you have the firewall, proxy, or switch, or router, anything like that, that you've suspected, or that might be the cause? link for the second child node. And if this first child node is not working stable, then of course the second child will be affected. [silence] So we need as well to isolate which child node here is working stable. And if we found out that the child node that's not working stable, then we'll isolate that. Okay? Then if after doing the software, the hardware checking, and if this node is really not working stable, because we may need to do a ping Tesley run. And if we found that that it's really not working stable, so since we're the level 2 department, we can actually deem the device defective and we can proceed with the replacement provided the hardware warranty is still uh not like bark. Okay? So those are the things that we need to do. And if I may ask, [pause] Do we have a computer that we can use to be connected wired to the network, like a laptop, somehow that [inaudible] a LAN port. I'm asking first if if that laptop has because most laptops only has wireless interface, but other laptops have both wired and wireless capability. But your laptop, is it wired capable as well? LAN port, ah I only need the LAN port. Does it have a LAN port like an ethernet port. Uh similar as uh port on your MX4200, uh at the rear, those small boxes that we can connect an ethernet cable. That's your

Your laptop Have the same LAN? Because if your laptop it's slimmer, it's slim, it doesn't have Okay. It's okay if it's slim. Uh because uh if I may ask, do you have like uh an adapter uh for your computer? Because others they have an accessory, like an adapter that they can connect uh a USB C to their computer and it has a LAN on that uh adapter. And they have that. It's okay. Uh usually uh if you have It's okay. Uh I had that with my computer. Uh like it's an it's an accessory that you need to purchase, uh, like, separate. It's okay, no worries, okay? So, I'm just asking, uh, just in case that we have that. Because, if you have like

like a wired capability, if we verify that the parent on is working, I can actually do remote access. Okay? This is this is another way of troubleshooting because our usual troubleshooting is I'll just provide you steps, then you follow my lead so that we can do it together, Steven. That's our our usual troubleshooting. But if I can take advantage with remote access, with that, I can properly check the stability of your parent node, at the same time I can communicate with your child nodes using your same computer, using the wireless interface, okay. But if you don't have that, then it's okay. Uh I can just uh, Yeah. Yeah, I can still access your computer uh if it's only have a wireless interface just for me to properly double check. But the moment we connect to the child nodes, okay? Then I will be disconnected. But don't worry. Uh it will still be a great way for us to start. Okay? so [silence]

If we're going to double-check right now, the parent node, since you've mentioned that you already swapped the parent node, may I know what's the serial number of the parent node that you're using right now? Is it still ending 22560 based on the ticket ID here? Okay. So it's not the same. So the one that's ending at the 2 2 5 6 0, that's the original parent node. Am I correct?

I see. So this was the original parent node. Okay. And Okay, I appreciate that. Okay. And you mentioned to me the other one that's uh ending two two five five 8. That was the first child node and now working as the new parent node. Okay, thank you. I appreciate that because uh what you're doing uh what you have done with the previous technician is uh an isolation step. Okay. To isolate this, the parent node is the one that's not working stable. Okay, but I'll set your expectations that if by any chance that the new parent node is not working stable, then We may need to check the other node. Okay? The one that's on the... since you have a three nodes here, then we may check that as the parent node. Okay? So, let us check right now as we speak. What's the LED indicator shown on your new parent node? Is it lit solid blue? Thank you. And, if you encounter this issue that the child nodes disconnect, or the child nodes disconnect, what are their LED indicators? Like, uh, is it flashing red? And also the parent node, does it also flash red? Okay, thank you.

Okay. appreciate that. So, if your parent node stays solid blue all throughout, even though you encounter the disconnection of the child node, then that's a mark that your parent node is stable. So, we may just need to make sure how these child notes are communicating first. Like, I'll generate a system log, because in that way, I'll be able to know, even though I did not know how far they are, but I'll check it on their RS I values, okay? The received single strength indicator if they are on the proper connectivity. Okay. Then, depending on how stable the original parent node is since you already did encounter this issue.

How was the parent node as well, the original parent node, when you encountered this connection? That spectrum went to flashing red. Okay. Okay, so if that's the case, then the parent node is working fine because this is how the nodes are working. Your parent node, it works as an access point, OK? It just broadcasts a signal. Now, the child nodes, they're like wireless repeater. They have two interfaces being used inside the hardware. One interface is the bridge that connects to the source of the parent node or one of the child nodes. And it has its own access point that broadcast signal for clients to connect and the child node to connect, OK? But if they're flashing red, it means that they either disconnected from the network,

Okay? Or they might have undergone like a rebooting issue, though it's not common, but a rebooting issue is, the device will just flash blue, then flashing blue, lead, then it will turn to flashing red, then it will turn to solid blue again, then or turn to solid red then goes to a loop. Okay? If you find that, then we may need to isolate if we can revert it to an old firmware. Okay? So those are the things that we need to isolate. And I cannot do this isolation without your help and I, we need to do this together. So Stephen on your computer, is it con near your parent node as you speak? Okay, thank you. We'll because we'll isolate the parent node first. Thank you.

Uh, so, uh, could I verify the computer? Uh, is this Windows-based operating system or Mac? Okay. And may I verify if this laptop is connected to your wireless network that you've set up on the parent node? Thank you. And so we will do the remote access. Okay. And by the way, this remote access is secured. I'll be providing you a session ID and that session ID,

The system will be used one time and if it's left idle, it will be disconnected automatically. And you can also disconnect the session anytime. And this session is recorded because I'm only allowed to access your network files and not your personal files. And I will not do remote access without you with me over the phone. Okay. So let me ask you to open up a browser. What browser are you using? Like Google Chrome browser... Okay. So let's launch Firefox and could we go to join Zoho.com? in the URL, yes, in the URL bar. uh join.Zoho.com

You are correct. then .com. Okay, that's the right one okay. Let me now generate the session ID for us to be connected securely. Wait for a few seconds. Session ID is 120055230. Okay. so the session ID is 120 0 55 230.

Oh, I see. I believe it should be 120.055.230. Yeah, it's okay. There's a dash because there's a three numbers in between. So it should be the first three numbers 120-.055-.230. Please confirm. Okay. Then please enter your name then click on join. Then after you click on join, then you will need to read the terms before downloading the file because this file is the one that will connect your computer with me. Okay. And

Once you have successfully downloaded a file look for that file usually on your downloads folder Run it then grant me full access [sounds 0: 1: 00:01.06] [thank you 0: 1: 02.26] [silence.] [silence.] [yes 0: 1: 07.06] [and 0: 1: 13.43] [this file is 0: 1: 19.0] will only be used one time, OK? [silence.] Like, for example if you need to do another remote access, that file will not be used anymore. You need to download another one. And once we're done with this, you you can also delete those Z connect files that you downloaded later on. [silence.]

[silence] [silence] I believe, yeah. [silence] [silence] Then once you allowed me access, then [silence] I'll be able to see your screen. [silence] [silence] Thank you. [silence] I'm now seeing your screen. [silence] So thank you for allowing me access. [silence] Let me just check your connectivity, okay?

I'll just go to your control panel, check your connectivity. going to your network and internet, network and sharing center and I'm going to check your connection. I'm clicking on changed adapters settings. Checking your wireless connectivity now. Um let me double check. I believe this is the default name of your router. you just leave it. you purposely left it on the default name, correct?

on our Linksys device all across the board, okay? On our our old routers, then we have actually like new software that the remote access on the newer software will be removed and it will happen to all the device eventually. And I hope you understand because uh uh Linksys uh might be doing some like a changing on their their management uh focus, okay? But what's important? The Internet should still be working fine. Okay? Oh, thank you. So, let me now proceed. I'm checking the IP settings. Okay, I will now access the setup page of your router now. I believe you have already opened this one, right? Okay, thank you. Okay, let me just double check instead, okay?

accessing the web UI of your parent note yeah, you may look underneath uh... I'll try first the admin okay, uh... I'll typing admin now for the web UI, not for the wireless okay, I believe the admin is not working so the Wi-Fi password, you can see it underneath the parent note there's a sticker there, there's a Wi-Fi password there that that we know if you're done let hit sign in and that's the right one

Thank you. So, I'll just wait for the system to finish loading. [silence] Steven is it okay with you we'll save this file and so that we can use this one for like if you need to do further isolation okay so I'll save this on a notepad in your computer okay thank you I'll just close all the other Notepad's that were open here. OK? I'm not going to save them. Thank you. OK, we're opening Notepad now. saving the files. [silence]

If I may ask, only approximate distance from the first house to the second house. How far could that be? Okay. So approximately 20 ft. Okay. That's actually a great way for you to connect the devices, okay?

For them to have a stable connectivity. And so, just to double check, so the distance between the two houses, like wall to wall only. How far could that be? Wall to wall. Okay. Thank you. So, parent node to child node one, and that's about 150 foot long cable. Are they like lay down like under the... these are not cable, that's connecting them. They're

they're not, they're not exposed. I appreciate that, okay. Then, so from child node one to child node two, are they connecting wirelessly or they're also going to be connected by Ethernet? Okay. Okay. So approximately 50 feet. [silence]

I appreciate this information. Okay. At least I'll be able to properly check your topology. Okay. So, since they're wired, then it should connect because the limit for the ethernet is up to 100 meters or 328 ft. So, you're just about half. Okay. So, there should be no problem. Because the longest cable that I had with the customer is about 270 ft and the ping test is still okay. So, because there were troubleshooting access points that time. Okay. And it actually took me like almost a week of troubleshooting but we just checked the cabling only. Okay. So, we changed the cabling and that resolved the issue. So, ever since you had the. Ritehose. These cablings were already deployed and installed, correct? Okay, let me access the web interface of your router. Okay. I believe uh, your computer might gun to lock position. Can you reopen your computer, please? Can you... Okay. Uh, can you refresh the a screen there? Uh-huh. It's just a white screen on my end here. [silence]

Okay, let me refresh my browser here. Wait for a few seconds. Hi, Steven. I just sent you a chat, but I'm not seeing your screen right now.

Mm. Let me. No. Let me. Wait a few seconds. Youh, since I was able to send you a chat and you know it. Let me do another refresh. OK.

Steven is it okay with you if I'll and the section and Let's reconnect, okay? Thank you. ending session now. Please confirm if I successfully ended. May I ask for your help to close all those browsers that we have opened. And we have Google Chrome browser, if I may ask. Like if you click on start, do you have Chrome browser as one of your options for browser? Uh, you can click on start then on the start search Okay, no worries. Mhm.

so let's yeah, let's close uh everything. thank you. then let's reopen your Firefox browser and let's go back to join.zoho.com. okay, generating a new session ID. new session ID is [silence] six, seven, zero, five, zero, zero, five, zero, two, four, eight, four. please confirm.

Thank you, and Thank you, and please do the same thing. Enter your name, and click on join. Read the terms again, then download the file, and look for that new file, not the old file, because the old file is not usable anymore. Okay. [silence] Okay, wait a few seconds. Okay, I can see your computer again. Thank you. Let me