V2 Rubric Detail — 3d78be1c-8222-11f1-a…

This is Linksys, technical support. calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello? This is Eric from Linksys, Customer Assurance team. May I speak with Stephen De Baker? Yeah, thank you. Okay, no worries.

Hello, Steven. Thank you for answering my call. And can you hear me okay on the line? By the way, this call again is recorded for quality assurance purposes. So, uh Steven, I appreciate your cooperation, especially sending those system logs for the parent and the child node. I appreciate them and I've uh verified the information. So, since those system logs that we captured, uh they're working, okay? So, I've checked that the parent node is indeed working and that child node is indeed working, but with the old firmware though, okay? So, um, we have verified yesterday that, uh, that child node too originally was working wirelessly, no problem and stable. But it just happened that after I upgraded it instead to the latest version, it acted

like differently and apologize for that. So that's our goal today to properly check that note and uh, set ya expectations that I may reflash the firmware or I may need to roll it back to the old firmware where it's working fine. Okay? Thank you. So uh, we're still on the same location on your main building main house where in you have the parent note and the two child notes, correct? Thank you. Okay. So that's what we had agreed yesterday and I appreciate your suggestion that we will just need to place them all together here before relocating them. Okay? So, let's uh, move to the remote access. We're in that's a a great way for us to proceed. Okay? So uh, ask for your help let's go to join.zoho.com.

Join.zoho.com. Oh, I see. Okay, I apologize for that. You're on the search results. could we clear everything on the address bar and just retype instead join.zoho.com. Then hit enter.

OK. OK. Could you select that? Thanks. OK. So the session ID is 974083079 Please confirm. Thanks. Just type again your name and click on join, and do the same thing, the same as what we did last time: read the terms, then download the file. And after you download the file, I believe you have downloaded several files before. So, the one that we need

select newest. As a reminder, this remote access is secured and it will automatically disconnect if left idle and you can also disconnect this one anytime, and I will not do the remote access without you with me, okay? Thank you. Thank you for allowing me access. I'm now seeing your screen. So I'll check again the connectivity first. I'll go to your control panel. [silence] So we're still connected with your own network name and let me just double check again, okay. I will now access the setup page of your device. [silence] [silence] I really appreciate your initiative earlier, uh, I mean yesterday that uh, because I was asking to relocate, but it's a good thing that we just left it here and I'll check it's uh, stability, okay? Thank you you you know what I just, I just, eh And also, say, [silence] so far, this was the ping test. sent 18,622, received 18,565, we have 57% loss. I believe because we have somehow uh did some power cycle, okay? But pretty much, this is good, okay? So, it's just so happened that the other node has not reconnected after I did the firmware update, okay? Let me just Yeah, but that's what I had mentioned to you yesterday, Steven, I was actually impressed with that node at first, but after I did a firmware update something's wrong and I'm not convinced, okay, but the other node instead after I reflashed the software it went stable, okay, so let me minimize this [silence] I'll generate this info log first, okay, [silence] I'm going to try with that first

Steven, may I now ask for your help? on that node, the one that we just upgraded to Did yesterday's 22563 stop working? Child note too for about 30 seconds before turning it back on? Uh, I believe the one that's uh 22563. Let me double check. Yeah, child note too. Thank you. [silence]

Let me know then what's the light indicator? Okay? The rebooting process will take one to two minutes. I am checking as well the web interface of your router. Um. Okay, I am checking now on the screen. I am refreshing the web interface. It's now online. Let me.

let me just check its IP okay? it's Standard number 1.22. same IP as the one that we had yesterday. let me just check if we have communication okay? Okay it's communicating now. so while it's communicating, I'll need to double check its log okay? please type in your password.

We may have like lost the connectivity again. Okay? Okay, so since it's still uh, i'm going to go ahead and hit the set up page and perform the upgrade. Okay. Let me proceed with that. Please type in the same router password.

Steven, this was the file that we downloaded yesterday. I'll choose this same file, but I will decide instead that I will redownload the firmware, okay? Just to ensure. So. Just cancel this one first. [silence] Now I'm going to download the file. [ silence ] Okay, so this one has number one, here because it's the same file name. So, using file now, using the one that we just downloaded, starting to upgrade now. Let me just uh double check okay wait for a few seconds. [ silence ] [ silence ] [ silence ] [ silence ] I'm just wondering why the other node was affected. We only access earlier your note and I was actually like wondering why did not disconnect when we upgraded eated it. I'll just check the statistics. It even lost one and are Robin like the 13 lost. because of the rebooting then that's acceptable. I'll just stop this one. This might be the one that the note has like when we upgraded it. Okay. But so the concern here is why these other nodes got affected. So it's as if like it's one at a time. did not be the case.

This is the parents node. I'm saving it now for this date. I'll just change the date here from sixteenth to the seventeenth.

one two two five six zero thank you I'll change the date it's today We're correct right child node one right

225 60 okay saving them and the one that we just generated for the one that just went up [silence] so we're checking serial number first 2 2 5 6 3 thank you for confirming. just leave it here before we refresh the firmware okay i will now refresh this this info log for the child node here we are refreshing now. So it's now 10 minutes and the firmware has been changed. Okay. This is the child node two. Saving it again. But I'll save this filename and after the reflash. Okay, I'll save this after refresh. Um, Stephen, I'm just wondering right now, this is just my assumption. Okay, but I really wanted to double check if is thealdret this new parent node. That's not not letting the two nodes, like, be added simultaneously because it's as if that I am seeing one at a time, which is not as what I have experienced. So since I already have痫症 and follow log, what I need to do here, I'll need to have this one properly verified first, okay? With my, like, with the team, and we may need to have this one discussed with our engineering, okay? engineering, okay? Because what I am planning to do right now is I'll just do isolation. I will reset again this node, okay? This 22560 since this was already reset and reconfigured before, okay? So I'll reset this one for isolation then after I reset this one, let's added it again. And if it's added, then we'll check if they're stable. Okay? Because the moment we had the other one turned on, it's as if it's affecting the other one or vice versa. Remember the one that we had last time, it was only one node, this one, working fine. Then after we have managed to make this, even we updated this firmware, and no problem. And after we made this 22560 on and working, this one was affected. If I can remember what happened yesterday. And so.

Yeah, that's that's the one that uh happening and thank you for acknowledging that one Stephen, okay? So, these are the things that I have in mind. but it's not yet proven, okay? This might be the culprit. Okay, but I know this was a child on before, this was reset and reconfigured. Okay, and I as best uh base on what I have verified, it worked stable. Okay, and I know we we performed power cycle with this system last time, okay? and it's still working stable. this time, this one is the one that I'm really like puzzled. Okay? So, I will just instead like do reset and reconfigure on this node only. Okay? and we'll just leave this one as is first. And if this one goes online again, but if this one, when I bring this one back online from the switch that this one is connected. Then

will be affected then we may take this out of the equation as a possibility. And this one was not yet moved as a parent node, right? This will become the parent node. But before we do that, we'll just leave everything here as is because these are our files that we have and I'll have this one further verified first. And I know on the logs, I'm I'm limited to the information because I'm not the one who who designed those codes, okay? I was not the one who created those codes. We have engineers for hardware, engineers for software. So, all these logs, I'll gather it from you and we'll have that uh verified. Okay? But I'll set your expectations, Steven. Since I'm going to have this one verified with the engineering team and it's already weekend right now, so usually [silence] [silence] [silence] um actually the time frame is 24 to 48 hours okay and I believe I I decided I will just leave this one as is for now [silence] because they might need to uh ask something against based on this information. [silence] Uh but I really have an assumption right now. Okay? [silence] I'm not saying that your parent node is defective [silence] I'm not saying that it has issues because this has the latest, the latest firmware. And uh I did verify its ping test. No problem. [silence] Uh and I'm not saying as well this node is defective because it was able to connect before and it was able to work fine. It's just so happened that I just realized that when the two child nodes are on, they're like it's like competing with each other, which is not the case. Because I even have experience last time uh Steven. I have 11 child nodes. so 12 nodes in total because the customer has an apartment. And they work. [silence] It's weird. [silence] It's actually the first time that I have this one, Steven, okay? And I admit, I'm learning from the customer's experiences, but I know this may be inconvenient for your part, but that's how we improve our service and how we improve our devices, Steven. Because once our engineers will be able to check that there's like a problem with this coding here, and they may be providing another firmware. Only for you, just to make sure that this will be resolved. Because once if it is, then they may come up with a new firmware to be uploaded on our website. So, Steven, would it be okay with you if I'll just leave this one as is? Okay? Because I know everything is properly checked as what I have verified, okay? And is it okay with you if I'll I'll do follow up with you once I get the feedback? Because right now I'll be escalating this to our engineering, and I'll be waiting for the feedback. And once I get the feedback, I'll then contact you as soon as possible. Would that be okay with you Steven? Thank you. Yes. Because if... Yeah. Yeah. No worries. That's the reason why I don't need to do some other, like, direct troubleshooting, without even letting our engineers check the code base. Okay? So I appreciate your understanding here, Steven. So, um, we'll just leave everything as is, okay? And if by any chance, okay, since this node has already working, we'll also have this one a further observe as well, okay? Like this one. So it's being tested. Uh, I'll just, sorry.

Create a new one, okay? Wait for a few seconds. That it will be fresh, okay? And I appreciate your understanding that uh, you and I are on the same page, that uh that's what I realized, okay? And it should not be the case. That might be the reason why you're having this issue. Uh it might be a software issue with a new one or because the um the purpose why we have this new firmware is to really make the the system working stable. That's the the main goal there. But if that new software might have affected the other functionality, then at least our engineers will be notified, okay? So. I believe this is the child node two right now. Uh pinging it continuously. So I'll have this [KEEP_UNCERTAIN] we won't running, okay? And it will be a better way for us to do isolation. So, Stephen, since this case will be handled first by our NEC engineers, I'll be waiting for their feedback, okay? And again, as what I mentioned to you, their average response time is within 24 to 48 hours. But since it's weekend, so I'll be checking their response by Monday. Starting Monday. And just in case that I'll also contact you. Would it be okay with you if I'll just contact you just to provide you feedback or I'll just send you an email that I'm still waiting for the feedback, something like that. Okay. I appreciate your cooperation, Stephen. So, Stephen, we'll just leave everything as is but I need your help. Please send to me those Sys Info log. I'll send you another email, so that that's where you can respond. to me. okay. This file. let me just open your file. [silence] I believe it was under downloads. So the ones that we need are this one. I'll just Uh how to move this cursor here. here. oh sorry. Wrong one. So the one that we need is this 17. One. okay? And I believe I have uh old one before. there. This one. Can you include this old one? because this is really the start.

[silence] Yes, thank you. So that I have all the needed comparison since our engineers will really appreciate if more files are sent to them. Okay? So Steven, again, I cannot do this without your help, okay? Uh rest assured. Uh I know that you're planning to purchase a new device, but as what I had mentioned to you, these devices that you have here, these are one of our expensive devices when they were introduced before, okay? And I appreciate your cooperation. So wait for my email. I'll be composing it right now, okay? So, my name again is Eric, your lovely technician, and our website is