V2 Rubric Detail — 3c602e24-633d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 13:23
Duration
90m 42s
Contact
David Rosa
Issue Type
Port Forwarding
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132565
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CONFIGURE PORT FORWARDING.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). 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
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall69.7% (+33.7)

V2 Grader Summary

The agent correctly diagnosed that the customer’s private IP address (100.x.x.x) prevents port forwarding and advised contacting the ISP for a public IP — a technically accurate and appropriate resolution path. While the issue wasn’t fully resolved, the agent provided clear next steps, demonstrated ownership, and used available evidence effectively. The outcome is Partial Resolution due to correct diagnosis and guidance, despite lack of end-to-end troubleshooting.

V1 Case Analysis

Customer (David Rosa) unable to open MySQL port 3306 due to private IP (CGNAT). Agent incorrectly advised static IP vs. public IP requirement. Ticket #132565 provided for follow-up after ISP contact.

Troubleshooting Steps
  • Collected device model and serial number.
  • Reviewed port-forward settings in Linksys app/web UI.
  • Checked customer's external IP address (194.233.154.49) and identified it as private (CGNAT).
  • Instructed customer to disable computer firewall temporarily.
  • Reviewed router's internet connection type (DHCP).
Key Observations
  • Agent incorrectly equated static IP with public IP, providing misleading technical guidance.
  • Agent failed to diagnose CGNAT or bridge mode, which are common root causes for port-forwarding failures with fiber ISPs like Gigaclear.
  • Multiple long, unexplained hold periods (up to 6 minutes) without progress updates.
  • Agent referred to the Linksys interface as 'Lynx' and 'Lynx Smart Wi-Fi' multiple times, risking customer confusion.
  • No validation of static LAN IP reservation for the host computer, a prerequisite for reliable port forwarding.
Positive Highlights
  • Collected customer name, email, and provided a valid ticket number (132565) for follow-up [01:00, 87:00].
  • Confirmed the correct port number (3306) and verified the port-forward rule was enabled in the UI [42:00].
  • Correctly identified that the customer's external IP (194.233.154.49) was distinct from private LAN IPs, though misinterpreted its implications [31:00–32:00].
Agent Errors / Gaps
  • Incorrectly stated that a 'public IP address' (vs. static IP) is required for port forwarding, conflating two distinct concepts [04:00, 05:00, 85:00, 89:00].
  • Repeatedly referred to the Linksys web interface as 'Lynx' instead of Linksys, risking customer confusion [70:00, 71:00].
  • Failed to diagnose CGNAT or bridge mode on the ISP modem, a critical step for Gigaclear fiber setups [21:00–22:00].
  • Did not verify or instruct customer to reserve a static LAN IP for the host computer, a standard prerequisite for port forwarding [60:00–62:00].
  • Placed the call on hold at least four times without clear purpose or progress updates, severely impacting efficiency [24:00, 34:00, 45:00, 53:00].
  • Provided contradictory advice by suggesting customer disable firewall [55:00] while earlier acknowledging it was already configured for the port [03:00].
  • Misinterpreted the customer's public IP (194.233.154.49) as private, leading to incorrect guidance [80:00–84:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told the customer to contact ISP for a public IP and ended the call without confirming port forwarding works or resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the private IP issue and advised contacting ISP, but did not guide through full troubleshooting (e.g., firewall, double NAT, DHCP reservation) before concluding.
R3 Met Correct resolution path conf 92%
Agent correctly determined that a public IP is required for port forwarding and advised the customer accordingly, aligning with known network limitations.
Technical Accuracy
T1 Met Technically accurate info conf 89%
Agent identified the core symptom (ports not opening), asked for public IP, verified it was private, and correctly diagnosed that double NAT or carrier-grade NAT is blocking port forwarding.
T2 Met Appropriate tools / resources used conf 87%
Agent used customer-provided public IP to verify it was in a private range (100.x.x.x), effectively diagnosing carrier-grade NAT without needing remote tools; no further tools were necessary.
T3 Met No misinformation conf 97%
Agent accurately explained that a private IP (even with static assignment) cannot support port forwarding and clarified the difference between static and public IP.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control but used excessive holds and silences; only framed next steps clearly at the end.
C2 Partially Met Confirmed understanding conf 86%
Agent used technical terms like 'public IP' and 'DHCP' without consistent simplification, though repeated explanations helped comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 91%
Agent took ownership by staying on the line, investigating, providing a ticket number, and instructing the customer to call back after ISP contact.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps: contact ISP for public IP, then call back; provided ticket number for continuity.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was correctly identified as ISP-level limitation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized for inconvenience and thanked customer for patience, showing empathy and professionalism.
X2 Partially Met Tone & rapport conf 84%
Agent remained neutral and polite but did not adapt tone or pacing to customer’s growing confusion about IP types.
X3 Partially Met Overall experience conf 83%
Customer repeated information due to holds and unclear transitions, but agent ultimately reduced effort by diagnosing without requiring complex steps.
Call Transcript144 turns · 149 lines
Speaker 1
Hello. Well, I wanted to speak aboutports forwarding. Yes, it's first time, yeah. I wanted to talk about port forwarding and DMC. It's just I want to activate some ports. So, for example, for my mySQL if I want to share mySQL with someone or if I just want to run a game on my computer.
00:00
Speaker 2
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, this is Regina, what can I help you with today? Okay, so let me just check sir. By the way, is this your first time calling us for support? [silence] And what is your concern regarding of your Linksys devices? Okay, so may I know the reason why you need to do port forwarding? [silence] Okay, so, all you need to do, sir.
00:00
Speaker 1
Ah, yes, I do have. Yes, I do have a specific uh info. It's David, Rosa, uh, I might say, yeah. It's the um, uh, so dA w iD, my surname, Rosa, r O s a @ hotmail.es. Yes. [silence] Yes. I'm currently too.
01:00
Speaker 2
do you want me to so do you want me to you have access to the web interface or to their router settings to do port forwarding. you said you already gather the specific port numbers that you're going to use for the specific device. okay now okay wait uh May I know your first name and last name. David Rosa. And your email addresses. okay so David Rosa@hatmail.co.uk. And how many links is router do you have sir?
01:00
Speaker 1
I don't have the serial number. Um but my question is um for me for me to do port forwarding I will need um a static IP, right? Oh, did you say static? Is static um I At least on the DHCP Yeah, DHCP is on. Um because I think that restricts me from um from doing the port forwarding, because the app doesn't work. So when I tried to So I did
02:00
Speaker 2
can please provide the serial number of the main router? uh... no. no need to do that. It well depends also with your modem still. You need also to check your IP address. So is it public? Uh public. P-U-B-L-I-C. Yes. Okay. C-P.
02:00
Speaker 1
In my, in my computer, the firewall, I have a separate security which blocks all their incoming port forwardings, which I unblocked the specific port where I wanted and I went to check if it's activated the port through a website and it says the port is still closed. And I went into the Linksys app, and I tried to unlock a specific port and it says it's still locked. It's still closed, the port. And I could not manage to open a port, [silence] which from my understanding, I think is because I have the connection DHCP, so it means I'll have to contact my ISP and get a static IP, right? Am I correct?
03:00
Speaker 2
Yeah, all you need to make sure that you are on a public IP address, you can actually check that one by visiting the website what is my IP.com.
03:00
Speaker 1
yes so when I put my IP um it says it's private okay so um okay because I did call them to change it from DHCP to a static IP which um they said it will be activated by midnight um and today um the static IP will be activated um which I'm hoping is going to um unlock the port forwarding yes.
04:00
Speaker 2
So you can contact your Internet service provider regarding with that, since you're trying to open ports, so your modem will block you. Yeah, because there's a big possibility, sir, that the modem will block you since you set that one into static IP address, so it will not allow some devices.
04:00
Speaker 1
So, do I have to call them back again and ask them if it's going to be public, well, does Static IP mean? is going to be public. Oh, specific IP address, but it doesn't mean bat is going to be public. So we could change Bat IP, the public. Okay, and then I can I do this on like this app?
05:00
Speaker 2
Yes.
05:00
Speaker 1
Uh, okay, how can we check if I have a public IP address? Um, how do I get the serial number? Oh, the serial number, okay. Wow, it's quite long, um, it's 5-5 Y-20 M-13 E-0 1-2-3-4-5-6-7-8-9-10. ...
06:00
Speaker 2
But you can try to check if you have a public ip address. You can actually try to access uh the web interface. Kindly provide the serial number of your Linksys router. On the bottom of the main router.
06:00
Speaker 1
sixteen. Yes, correct. The module number, did you say? Yes, correct. And it's Interdigitally, yes, you're right.
07:00
Speaker 2
Okay, this is five five Y for yellow, two zero M for Michael, one three E for elephant, zero one, two six, two. Okay, and the model number for your link list router is s PN M x forty two from Giga clear. Yes. The model number is SPNM x forty two. All you need to do is, yeah, if Bess if the device has, so if Bess also server for the device as static I P or DHCP reservation. So the IP doesn't change.
07:00
Speaker 1
okay yeah because i can't do um i can't do any settings which is really strange um yes i want if they give me all the settings here which i have access to to the verizon app but i cannot port forward in i cannot do nothing it's just i don't understand why they give me all these settings which then i have restrictions on it but then i called them up router setting i just went on it i use the computer
08:00
Speaker 2
But you need to make sure also that you have a public IP address so you can navigate the Port Forwarding settings by accessing the Linksys web interface. Do you have a laptop or a computer in your end? (I'm not sure, let me check.) Uh, have you tried to access the router settings, not the Linksys app? Then we can use a laptop or computer. Okay, make sure you're connected to your Linksys network then open a browser.
08:00
Speaker 1
uh, well, yeah, I go I open a browser and then I put the IP address into the browser and then it takes me to link, his, um, application, but I have to log in with my password and then, um, I can access all the settings, so like connectivity, security, and then that's how I know I have, I don't have a static IP. Uh yes, this is where you have the security and the connectivity where you can change from DHCP to a static IP and then you have your DMZ settings and port forwarding. That's how I did my port forwarding originally through Link Link's app. [silence]
09:00
Speaker 2
access it via the web interface and see there, um apps and and applications and gaming, or, let's just try to use the uh
09:00
Speaker 1
Okay. And then, did you say apps and gaming? I am, yes. And I can see, yeah, I'm in security apps and gaming, yes. And then you have the signal port forwarding, right?
10:00
Speaker 2
Yeah, are you in the think so smart, why I. tools now. Okay, then go to security. Key. Yes, security key, then options and gaming. Yes.
10:00
Speaker 1
I'm sorry. Uh already did. I already did my ports uh for single port forwarding. Uh and, uh, opened firewall as well. so, uh, we are sure that all the ports were opened and nothing was blocking it. And it, it doesn't work. But when we go into connectivity, and we go internet settings, um, it has DHCP. It says connection type and it has DHCP. Which I had to change that to a static IP. But my question is, so if I have if they change it to a static IP, like they say, then voila. I will automatically have a public IP, right?
11:00
Speaker 2
yeah, so before, setting up port forwarding. make sure your router has a valid IP addressed assigned by your internet service provider. So, if your router only has a private IP address like 10.
11:00
Speaker 1
Okay, so I think everything is sort of done, but it's just the public IP, so do I call them back and find out with them? Or should I just wait in to like into they change it to static IP and then have a look from there? Okay. Okay. So I'll just wait and see, because they said it's going to be midnight, so I'm assuming tomorrow in the morning I would have it.
12:00
Speaker 2
something or 192.168.1.1 on the one side, so port forwarding won't work properly because your network is behind another network. Yes. So make sure Okay, so better also, since we are currently configuring your modem, so better to wait until it configured and try to do it again if it will work, and then feel free to call us back since we applied some changes on that device.
12:00
Speaker 1
Tomorrow morning it should be done. [silence] And would this setting change in Linux as well? Would it change from DHTCP to a static one? Okay, so it will automatically upgrade Linux as well. So when I go on Linux again, it would say static IP. Yes, they... [silence] Yes, which I wanted to change.
13:00
Speaker 2
Yes. no need to change. No need to change because all you need to do is sir. Yes. Once they mode them changed into static so you really need to change the router into static because there's a big possibility sir that the router will disconnect. You need to go to connectivity click okay since you're already in the linksys smart Wi-Fi tools to connect or go to connectivity sir and then enter net settings. Then you can click edit there. Click the drop down arrow and you have the option to change that one to static IP address.
13:00
Speaker 1
I've tried to set discuss static IP but when I typed in the the details in my internet just went off and it just I couldn't reset my internet network to make it work back again. But when I called up my ISP, they said they will change it to static IP and I will have to pay two pounds more extra for it. [silence] Thank you.
14:00
Speaker 2
[silence] yes so regarding that one sir if you're going to set your static IP address to your modem you really need to pay that's why you can call them to verify that information but since you mentioned earlier that you're going to change that one into static you really need to change your router into static connectivity since they will not work if they have different internet setting
14:00
Speaker 1
Okay, so, um, I don't know what to do. Um, should I just, um, okay, I'll wait for today, um, to see if it changes to a static IP. Um, if I'm trying to open a port and it says it's still closed, um, does that mean I will have to, um, contact them again and ask them to do a public IP? Uh, what do you mean, what's the device? Uh, what what I'm using. Uh, on a computer.
15:00
Speaker 2
yeah but make make sure to gather the specific port number so that you're going to use from the manufacturer of the specific device which device your which specific device that you're going to open ports uh what have you tried to call the manufacturer of your computer sir so that you will provide a specific port number that you're going to use
15:00
Speaker 1
Uh, no, I don't I don't need to contact them about their manufacture of the computer. It's just, um, the port forwarding should work because in the past I used the um, and it worked, but I was um, I was with a different provider. So, I'm with GigaClear now. And I'm just trying to use their port forwarding, but from reading and from understanding what they were saying, I'm using DHCP, which then restricts me from using port forwarding. But they said, if I get a static IP address, um, apparently I'll have port forwarding, uh, available. So, I'll have to do the configuration for my router as well.
16:00
Speaker 2
okay so let us just wait for them and just feel free to call us back sir because there's a big possibility also that your router will disconnect so we need also to set up your router first before we're going to proceed with your concern all about okay yes you need also to change the connectivity
16:00
Speaker 1
What change is yes but I don't know, when I yeah when I go into the type of internet connection I press edit and then I have DHCP and I have static IP. If I click ON yeah, so I'm I'm listening. Um so I changed it to static IP but it says I need IPV4 address, subnet mass, default gateway, DNS one, I don't have that details.
17:00
Speaker 2
you need to go to the Wi-Fi. So, that's why go to, go back to the links to Linksys Smart Wi-Fi tools and then go to connectivity, then internet settings. Click edit, drop down arrow, and select static IP address, and apply the changes. Yeah, once you demo that, go ahead. Because it should be provided by your internet. [silence]
17:00
Speaker 1
Oh, so I have to actually physically change it for myself. Oh, I see. Okay, so, so, so, so in, in other words, I, I'm paying two pounds for no reason. [silence]
18:00
Speaker 2
Yes. because that information will, will, provided supposed to be provided with your internet service provider, sir. So you need to ask them regarding with that. Okay, yes. I, I really apologize for the inconvenience here, but you cannot configure the router regarding with that connection because if your router has a DHCP, configuration and your modem is static, so they will not work since you have different connectivity. And if you're going to configure your router. So you're going to set this router into static. That information we are not the one who are going to provide
18:00
Speaker 1
Okay, so, um, so, what is the static IP what I just requested, and they asked me to pay two pounds extra for it. into monthly installments. What, what's that regarding? Um, module number. Okay. It's, um, S, P, N, M, X, 42.
19:00
Speaker 2
It is actually provided by your internet service provider. And to set the static IP address, then you'll really need to pay for that from your ISP. Rigi. Got it. Clear. Can you please provide the model number of your modem? Yes, the model number of your modem. No, no. It's the router. It's a model number of the router. How about your modem provided by your internet service provider?
19:00
Speaker 1
[KEEP_UNCERTAIN] You mean the box that has been installed by the engineers? It is just a D, Tran a Tran that's the brand. I don't have that one. It doesn't show anywhere here. But I have to take it apart. Well when it has it has um.
20:00
Speaker 2
it as. Which port should I patch? to be plugged into the switch, I guess. It should be the computer side. so how many port so far you have? Okay.
20:00
Speaker 1
He has optical. He has another port which says one. G. He has 10 G and he has two, two and a half G. He has GPS. Hello? It's um, well, he's installed on a wall um and their mechanics had to go, their engineers had to come and they had to install their box for me and they plugged, um, plugged in everything, I think.
21:00
Speaker 2
How about the RJ45 port? Is it a gateway or a plain modem? Yeah, that's why I need a model number to configure if this modem is a plain or a gateway.
21:00
Speaker 1
Well it doesn't have a it doesn't have a module number. It um it's just um it has 2340. And it has a UPS pool. Okay. Okay. Um I have two.
22:00
Speaker 2
- But how many ports do you have with the modem, the RG45 ports? - Four. [silence]
22:00
Speaker 1
I have to do a click on it. I mean, it says IP address LAN1.192.168.1.1. The Mac address, I don't have my PV6 address.
23:00
Speaker 2
Yeah, click the main router, then provide the IP address. Yeah, so what is the IP address? how about the second one? uh, no, no. No, we mentioned earlier that you have two IP addresses. What is the app address of the other one? So the IP address is 192.168.1.1.
23:00
Speaker 1
So he only has one address. And I think that's the main one as well, because it's a LAN one, yeah. So that's the main one, which is, from the internet connected to the router, yeah. Okay, okay, thank you. [silence]
24:00
Speaker 2
192.168.1.1. Okay, so let me just hold this call free to find a 12 resources in my end. So please stay on the other line. I will be right back. Thank you.
24:00
Speaker 1
I mean it's just for gaming mostly and for uh mysql yeah so for example for games so I could have other people join to play the game or my mysql or website IP4 address of the computer uh why do you need that already put them
30:00
Speaker 2
Stupport.com. So you want to open ports of your, what game is that? . So you want to open ports of your gaming. Okay, can you provide your internet IP address or your IPV4 address? Yes. Yeah we need also to check that one if it is a public or IP address that we can proceed.
30:00
Speaker 1
IP I wait to put thunder IP address into my link speed my Internet oh okay so you okay I have my think address it's one nine yeah it's one nine four two three three 15449. Uh one nine four two double three one nine four
31:00
Speaker 2
No, no, it's not that. I need the IPV4 address of your modem, your internet IP address. You can try to, you can try to open a browser and then try to access, or what is my IP address dot com on Google and they provide your internet. 194 223 dot one five four four nine. [silence]
31:00
Speaker 1
154. 49. Uh.
32:00
Speaker 2
step-like 194 . 233 . 154 . 49 [silence]. Okay, so let's just verify something.
32:00
Speaker 1
But now I don't know what to do. It's connected on the mesh, on the arm on a router, back of the router. Yes. It's connected and it's working.
33:00
Speaker 2
And by the way, is your computer, sir, is on outside or connected on the network locally? [silence] It's right now.uh [silence] So right now they are currently connected, unworking.
33:00
Speaker 1
So my question is, it's the same question again. So do I have to physically change the type of internet connection to a static IP? Okay, thank you.
34:00
Speaker 2
Okay. So, regarding what I want to do, let me just hold this call again because I need to verify some information since it's actually a connection of a modem and a router to proceed with this process. So, let me hold this call for five minutes again, so I have resources in my end. So, please stay on the other line. I will be right back, okay? Thank you.
34:00
Speaker 1
Yes. Okay. [silence] Yes. Yes. So, for example, like my honesty by as well possible. [silence] Well, it's um, so Yeah, so I wanted to open MySQL. But MySQL, um, no, it's just like a program where you have documents and everything. So I have my SQL. Um, yes, I do. I do have a specific port for my SQL.
39:00
Speaker 2
Perio, do you want to open your SQL? Is that the game? [silence] Can you please spell that for me? [silence] What's which program? [silence] So you want to open your SQL program. [silence] And then, do you already have the specific code number that you're going to use for the for this SQL program? [silence] Okay, so regarding with this one, sir, all you need to do is to open the parts of your specific game or program that you're going. [silence] And regarding with your. [silence]
40:00
Speaker 1
It does it doesn't I tested it. tested it and it doesn't work. Yes. So I go into apps and gaming. So basically, I go into security apps and gaming and I use single port for. So open this one specific port. So I added a new single port for it then, I enabled it and it doesn't work.
41:00
Speaker 2
[silence]
41:00
Speaker 1
I only use 3306. For internal, I put 3306. And let me check again. Yeah. So external, I put 3306. And internal, I put 3306. And I use the protocol for both. And the device IP, I put of my computer. I just put the device IP address of my computer. 3306.
42:00
Speaker 2
Sorry, I can't provide that information.
42:00
Speaker 1
Yes for internal and external. No, it doesn't work. My SQL. well when I was with a different provider, everything worked perfectly fine. But when, when when when I just started my SQL again. But when when I tried to activate it here on- Linksys, it doesn't work.
43:00
Speaker 2
for both the start and the end port three three zero six sir but where did you find the three three zero six ter but it was working before or it doesn't work at all [silence]
43:00
Speaker 1
[KEEP_UNCERTAIN] Is if I need to share it with someone else, um, if I do, if I need to do some edits, um, on the MySQL. [silence] Well, I just want to have the, um, have the rights to open the ports, but I, I cannot do it, um, for some reason, even though in the past, I was able to do the ports. Yeah, yeah. It's just SQL, um, right now. [silence] But even even though when I, when I get the IP from the website. [silence]
44:00
Speaker 2
So, you want, okay, what is the purpose of the SQL program by the way? So, you really want to open SQL? But which specific program, sir? It's just SQL?
44:00
Speaker 1
I I typed the IP and I put the port um as well to check if the port is open it says it's closed no no no the port is on my my SQL Okay, thank you.
45:00
Speaker 2
so you just search this one online the port number okay so let me just hold this call sir for 3 to 5 minutes since it doesn't work so let me just verify what I can do in my end okay thank you
45:00
Speaker 1
No, no, I wasn't with links before. It worked before when I was a different provider and it wasn't with links. I'm now with links and with Giga, but the port forwarding doesn't work on links. So I did. I enabled port forwarding on my computer.
46:00
Speaker 2
okay, thank you, but before we proceed, sir, let me just confirm something, so you mentioned earlier that you have a new router, so it was working with your previous router, but when you change links sys router, the port forwarding doesn't work at all. So you just didn't change device, did you reset the router?
46:00
Speaker 1
because he has a separate firewall protection so I had to enable it there and I enabled port forwarding on the system but it doesn't work at all. When I type the IP it says the port is closed. I was with BT. Yeah. No no no different Router. Yes. Okay thank you.
47:00
Speaker 2
So it was working before with your previous ISP. Who is your previous internet service provider? BT, with the same router. Okay, so it was working with your previous modem and previous router. Okay, so thank you for that. So, let me just hold this call three to five minutes. So, please stay on the other line. Thank you.
47:00
Speaker 1
I'm here, hello. Yes, it's, it's, it's unlocked uh for the ports. It is enabled, yes. And [silence] Yup. [silence] questions on those MBS payloads, uh and store[silence] start to have an FAQ system, basically.
51:00
Speaker 2
Okay, so thank you for patiently waiting. David, are you still there? [silence] Okay, kindly check if your computer can check the firewall of your computer, sir. If it is disabled. Okay. Make sure it's enabled.
51:00
Speaker 1
Yes, so the specific port is enabled. Yes. Well, the error is when I go onto the website and I type my IP address, and I put the port number 3306, it shows me the port is closed. Well, right now I want to open 3306 port, which is my SQL, which is connected to it.
52:00
Speaker 2
So the firewall of the computer is enabled. Again, they try to do it again and check what is the error. But is there other port there that you're going to is it might be not the specific which is the specific port that you're going to use?
52:00
Speaker 1
Yes. Yes, well yeah, I tried it yesterday multiple of times. I did, I tried the firewall. I did three linksys as well, app and a linked link to the application, uh, the Linksys Smart Wi-Fi thing. when I went to security apps and gaming, um, I had my DMV turned on and none of it worked. Okay.
53:00
Speaker 2
Okay, so let me just hold this call again. and I do really apologize for the inconvenience because it's the third party device involved. So really will really need to figure out so you need to open the port of your three which is the 3 06. Which is your SQL connected and it's still closed. Okay, so thank you for patiently waiting. So let me just hold this call three to five minutes again. Okay, please see on the other line be right back.
53:00
Speaker 1
Yes, I already activated the ports on my PC, so... ...it automatically.
55:00
Speaker 2
Thank you for patiently waiting, sir. Okay, now proceed, kindly proceed to disable the firewall of your computer.
55:00
Speaker 1
Yes, I mean, so well, I've already enabled the ports through the firewall.
56:00
Speaker 2
Yeah, can you please proceed to disable the firewall of your computer, and then proceed to activate open the ports of your SQA? Have you successfully? Desebled. On your computer, sir, if you have firewall, can you kindly disable it? Disable the firewall of the computer.
56:00
Speaker 1
is it mandatory to do that? Do I have to do, do I have to turn it off? Well, I have it under notify. I have it notify me when Windows Defender firewall will block new app. So far I haven't done that yet. But um but it shouldn't interfere with because it has a separate setting for it has um Windows um well basically firewall advanced security. So and uh ports yeah. Um yeah, you know, so that could potentially let through something that should have been blocked. Yeah.
57:00
Speaker 2
Yeah, because it might be blocking you to open port. Yeah, proceed. Have you tried to disable the firewall of your computer and try to open a port? Oh. But you can try also to disable the Sears to verify if it'll, worked or not.
57:00
Speaker 1
Um... Um... OK, let me just It's... with the file being this, uh, deactivated. I turned the file off and the input is still closed. Uh, yes, I did.
58:00
Speaker 2
Sorry. Now disable the port forwarding and try to access the web interface. And make sure sir your computer has the static IP address.
59:00
Speaker 1
Set the computer to a static IP.
60:00
Speaker 2
and um can you Please provide it? can you please Provide the static ip address of your computer, sir? yeah. no, the static ip address of your computer. your computer. you need to go to the settings of your computer.
60:00
Speaker 1
So what can you tell me the settings because I already have let's see IPv4 address from of my computer but I think maybe you are looking for a different one. How'd you check it? Yes, but can you can you In a sense where do I go to check it? [silence] Hello. [silence]
61:00
Speaker 2
Can we provide that? This, okay, so I don't really apologize, it's a third-party device already, so it is not our scope to access it settings of the computer. All I need you just to provide because you mentioned earlier that it was working before. So what is the static IP address that you use with your computer? Because you need to type that one under router settings when you're going to do port forwarding. Yeah, can you please provide your IP address, the static IP address of your computer?
61:00
Speaker 1
Yes, but can you tell me how to access the static IP address? [silence]
62:00
Speaker 2
know you use the ip address of your computer earlier what is that ip address so can you provide your own ip okay 192.168.1.105 okay. since you already disabled the ip address of your computer , can you please go to the link
62:00
Speaker 1
Yes. Yes. Yes. Yes. Single port forwarding, yes. And yes. So, I'll put 3306 start, and then the endpoint will be 3306 as well. Yes.
63:00
Speaker 2
bin says Linksys Smart Wi-Fi tools ah then go to security and then apps and gaming and then can we use for forwarding no port range forwarding that's my question sir is that this specific port number that you're going to use to open this SQL program
63:00
Speaker 1
Yes, that's correct. Yes, so the IP address, I'll put my device IP address. Hmm. The rules cannot be created because multiple rules were specified for a single port protocol combination. I think because I have a single port forward already opened, I think I need to delete that one and then enable it in a port range forwarding. [silence]
64:00
Speaker 2
And then try to also check the IP address or type the IP address. And if it works, try to apply. Okay, so it might be the combination. The port number, sir, is not the exact number that you're going to use.
64:00
Speaker 1
Okay, let me try port reach then. Okay, I did that for um I don't know anything. And then what do I do? And I took my do I put the IP address of my computer browser and then put the port. Okay. I can't cannot use private network IP address it says.
65:00
Speaker 2
Salam. Two do it also with your port range. Just make sure that you're, okay, your computer has a static IP address <audio> < start_of_audio > 192.168.
65:00
Speaker 1
Yeah, that's the IPV full address. Yeah. [...] but on the website, it tells me, You cannot use private network IP address. You cannot use private network IP address. [silence] [silence]
66:00
Speaker 2
Okay. What is the error? So is your internet ip address hers 194.233.154.49 that you provided earlier because the one that you
66:00
Speaker 1
Yeah, so my internet IP address is the one that ends at 49. Yeah, 192, 168, 2, 3, 1, 5, 4, 49.
67:00
Speaker 2
but provided as a public IP address because you cannot use a private IP address if if you're going to open ports you need to make sure it is your IP address your internet IP address 194 that's 33 that 154 that 49 so in your going to I like tie please while out what is my IP.com
67:00
Speaker 1
What is my yeah. It shows me the same one. It it it shows me 1942331449.
68:00
Speaker 2
Open a browser and then on the address bar, input what is my IP.com.
68:00
Speaker 1
You, that, but it's just, it's not working. I tried yesterday multiple times, and it just doesn't work. Ah, but I'm going to transcribe
69:00
Speaker 2
Or try to restart your computer, sir. Okay, can you please go to security refresh the web page?
69:00
Speaker 1
just type it in again just to make sure. It's the same IP address. Sorry, you want me to access the Linksys app again. Wait, so I am on what's whatismyipaddress.com. I went into the and it shows it, what is my IP address? Now it's 194.233.154.49.
70:00
Speaker 2
One [ silence ] nine two point one six eight point one point one to access the Lynx smart wifi tools. Now, go to the Lynx smart wifi tools, the web interface, not the Lynx app. The Lynx is app is designed for your phone. Uh, 192.168.1.1. Now, it's your internet IP address. It's the IP address of your modem. Uh-huh.
70:00
Speaker 1
Oh, yes, to enter the Linksys app. yeah, yeah, yeah, correct. So, I'm ready on the app. I am ready on the Linksys. I did that. I typed in 192 .168 .1.1. Okay. yes. filter anonymous internet requests. And check that one. And then apply and save. Okay.
71:00
Speaker 2
to access the web interface of their router, so we need to use 192.168.1.1. Okay, go to security. Then apps and gaming. Okay, go back to firewall, sorry, then uncheck uncheck the filter anonymous. Yes. Yes. Yes.
71:00
Speaker 1
[silence] Then should we check if the port is activated? I did. It's closed. Yeah, it says port closed. [silence] Ports are opened. [silence]
72:00
Speaker 2
And yes. Just unchecked. Okay. And then try to, open the parts again.
72:00
Speaker 1
Okay, let me have a look. [] It's closed. Yes. Closed.
73:00
Speaker 2
Okay, go to apps and gaming, and then proceed to the single port forwarding, if it will work now.
73:00
Speaker 1
no, it doesn't know.
74:00
Speaker 2
I guarantee. My works no. How about so before, how about for the port range? [silence]
74:00
Speaker 1
Ah, okay. I did, of the computer. Yeah, I did that one. Yeah. it doesn't work. Oh. fall and single port. Yes, I tried doing it with a single port forwarding, and it says the port is closed.
75:00
Speaker 2
make sure you put the IP address of the device of the computer not the router even if you try to do it with your single port forwarding
75:00
Speaker 1
I think because my router is set to DHCP.
76:00
Speaker 2
You have actually a public IP address. The public internet address. How about try to connect? Do you have the option, sir, to connect your computer directly to the modem and check if your SQL program work?
76:00
Speaker 1
Yeah, so if I wanted to share my SQL, I won't be able to share it through a port because I won't be able to open a port. On the Lenzi support, it says that I should have a static IP,
77:00
Speaker 2
The problem is that you can't share it to someone else. [silence]
77:00
Speaker 1
[silence] so that that [silence] [silence] trouble [silence] [silence] now [silence] I report [silence] okay
78:00
Speaker 2
Okay. How about go to Troubleshooting, sir? [silence] Go to Troubleshooting. [silence] Yeah. [silence] And then status, then report. [silence] Go to Internet connection IPTV4, and then you will see your connection type and your Internet address. [silence] Click report. [silence] Status, then report. [silence] Yes. [silence] And then scroll down slowly. [silence] Look for your Internet connection IPTV4.
78:00
Speaker 1
I found the IPv4 address. 192.168.l 1. one. Well, if I type this IP address in to check if the port is open, our connection type is DHCP.
79:00
Speaker 2
So what is your internet address? Okay, that's it. So you are not using a public IP address. So you are using the private IP address, which is 192.168.1.1. So when you try to go to internet connection type V4 connection, what is your connection type? But you cannot open that one since you're using a private IP address. What is your connection type? By the way.
79:00
Speaker 1
Oh, sorry, you want me to check in there? Uh, okay, let me go back into the top sheet. And it was report. Internet connection, IPV4, automatic configuration DHCP. Internet address is 174, 162, 49. No, 100, 74, 162, 49. Yes.
80:00
Speaker 2
and your internet address below. [silence] Then your internet address. [silence] 100.174.162.49. [silence] Okay, so let me just check something again. [silence] The one that you provided is your internet IP for address.
80:00
Speaker 1
Sorry. Can you repeat that? Hello? Well, the section says internet connection. IPV4. And I just provided you with the internet address. Sorry. It was is the 17416249
84:00
Speaker 2
That is different Internet IPV4 address right? Okay, so when I try to ping that IPaddress, sir. It shows an error that you cannot use private network IP address, which is the 100.74.168.49. Yes, it.
84:00
Speaker 1
So the public what mean static IP. Okay, so I just need to speak to my, to my provider, okay.
85:00
Speaker 2
So [silence] you can't use private network IP address. So you really need to contact your internet service provider and you need to set your modem into public IP address for you to open the ports in your server. [silence] No, public, not static, public, the DHCP. Make sure your modem is on public IP address. [silence] All you need to do is to call your internet service provider and tell them that you need a public IP address so that you can open ports in your server. [silence] Yeah because you are currently on a private internet IP address. So call your internet service provider and tell them that you need a public IP address. So that you can open ports. Or it will allow you to open ports because I try also to ping them and I get the same error which is you cannot use private network IP address. So I ping one the 100. that's 24.162.49. So we got the same error, which means your modem needs to be set into public IP address, not static, but public IP address. No need to pay for that static IP address because you need a public IP address. So better to call them right now. And I will also provide your ticket number so that you can call us again and then next technician can quickly.
85:00
Speaker 1
Let me just note to thatnote. I'll make it here. 1 3 2 5 6 1 3 2 5 6 5 6 5. 1 3 2 5 6 5. Okay.
87:00
Speaker 2
Access your information, it's 132565. Your ticket number is 132565. 132565. No no, 132565. Six numbers only. Yes. So once you call them as they publish the [silence]
87:00
Speaker 1
Okay, so... Oh, I just speak to my provider, ask them for a public IP address. And so... and can they refuse? Can they say, no, we cannot do it?
88:00
Speaker 2
Yes, you mentioned you are going to open ports. What do you mean? You really need to do a public IP address, because if you're going to do an open port, private IP address will not work. So you are currently on the internet private IP address. So you need to change this one into a public IP address. It's really mandatory.
88:00
Speaker 1
Sorry, okay. Okay. So what I asked was static might, might, might, that doesn't make no difference.
89:00
Speaker 2
you will not yeah mandatory because it will not work so even if you're going to configure your router even if you're going to change your router settings even if you're going to reset it will not work since you are on a private internet IP address so you need to have a public IP address for the open port to work it's really recommended now a static IP address cannot be changed it's actually different from a public IP address public IP address will change so it will allow outside computers or devices to access on your internet unlike with a static IP address you're going to set that address and it cannot be changed so it's actually different from the public IP address so for your static IP address
89:00
Speaker 1
OK, I will do that, OK. I will give him a call now. OK, that's fine. OK, thank you very much for your help. And you, thank you very much. Thank you. Bye bye.
90:00
Speaker 2
you can actually cancel its your inquiries, and then just call the Internet Service Provider, which is gigaclear and ask them your public IP address. Yeah, and then after that call us back so that you can continue to do a port forwarding. Okay. you're welcome and have a nice day. Take care, bye.
90:00