V2 Rubric Detail — 3e6bcdf4-6bee-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 14:50
Duration
86m 46s
Contact
Robert Forbes
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134042
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall62.0% (+6.0)

V2 Grader Summary

The agent achieved resolution (R1 Met) by getting all nodes to solid blue using correct 5-press method (R3 Met). However, technical inaccuracies like the fabricated 'solid pink' LED and incorrect password guidance result in T3 Not Met. Troubleshooting was partially complete (R2 Partially Met), and customer effort was high (X3 Not Met), though ownership and empathy were maintained.

V1 Case Analysis

Customer had child nodes flashing red after reset. Guided through node reset, 5-press pairing on MX6200, and verification of LED status. Nodes eventually showed solid blue. No model, serial, or case number collected.

Troubleshooting Steps
  • Instructed to power-cycle and factory-reset each child node (hold reset until solid blue).
  • Guided the customer to use the 5-press pairing method on the MX6200 parent router.
  • Advised checking LED states and repositioning nodes close to the parent during pairing.
  • Verified Ethernet backhaul connections for wired nodes.
Key Observations
  • Agent gave materially inaccurate LED color information (purple/pink) for an MX6200, which contradicts KB and could mislead the customer.
  • Call lacked structure and control: excessive hold times, long silences, and chaotic troubleshooting flow.
  • No model, serial number, warranty status, or case number was collected — a critical protocol failure.
  • Agent incorrectly referred to 'Pipe Press Setup method' instead of '5-press method', causing confusion.
  • Final resolution was not clearly confirmed — agent assumed success without verifying network functionality.
Positive Highlights
  • Correctly identified the need for 5-press pairing method on the MX6200 at [24:00].
  • Guided the customer through proper reset procedure (hold reset until solid blue).
  • Reminded the customer about default admin password (admin) and Wi-Fi credentials.
  • Correctly advised to move nodes closer to parent during pairing.
  • Provided accurate guidance on Ethernet backhaul for wired nodes.
Agent Errors / Gaps
  • Incorrect LED color references for MX6200 (purple/pink instead of blue/white) — contradicts KB led_cog_mesh_group_a.md and velop_child_node_setup.md.
  • Failed to ask for or confirm the product model early in the call — despite customer stating MX6200 at [24:00], agent did not verify until late.
  • Provided vague/unclear instructions (e.g., 'Pipe Press Setup method' at [01:00]) — should be '5-press method'.
  • Did not collect serial number, warranty status, or HappyFox case number — critical protocol omission.
  • Excessive hold times and long silences (e.g., [02:00], [26:00], [69:00]) — severely impacted efficiency.
  • Did not confirm final network functionality — relied on LED color alone without verifying internet or app connectivity.
  • Misstated pairing method name — 'Pipe Press' is not a valid term; correct term is '5-press'.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms the last node is solid blue and says 'I guess we're good,' indicating resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides through reset and 5-press steps but skips checking WAN connection, modem test, or dashboard verification.
R3 Met Correct resolution path conf 90%
Agent correctly applies reset and 5-press method for MX6200 nodes without dismissing out-of-warranty concerns.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies LED states (flashing red, solid blue) but does not ask about internet status or perform root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent does not access router dashboard or run speed test; tools were available but not used to confirm connectivity.
T3 Not Met No misinformation conf 90%
Agent refers to non-existent 'solid pink' LED state and incorrectly suggests router password 'Linksys' with uppercase L.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains call control with holds and check-ins but conversation is fragmented with unclear transitions.
C2 Partially Met Confirmed understanding conf 75%
Agent uses polite tone but mispronounces '5-press' as 'Pipe Press' and fails to confirm understanding of key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case throughout, performs troubleshooting, and does not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 70%
Agent instructs customer to wait but does not set clear timelines or follow-up expectations.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given eventual resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly apologizes and expresses appreciation, showing empathy and professionalism.
X2 Partially Met Tone & rapport conf 80%
Agent adapts tone to be patient but uses confusing terminology ('Pipe Press Setup') affecting clarity.
X3 Not Met Overall experience conf 85%
Customer required to physically unplug, reset, and relocate multiple nodes multiple times without streamlined guidance.
Call Transcript104 turns · 115 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, [Sir]? Hello, [Sir]? Uh, [sir]? Hi, [sir]. This is Josh from Linksys Technical Support. I do apologize. We got disconnected. So, uh, actually, [sir], the parent node is already online or working. However, since it has been reset, we might need to reconnect again the child node to the network. Okay? Yes, [sir]. So, actually we are-- However, uh, it's a good thing that the parent node is now online. So, is this the-- Yeah, is this the-- Yes, [sir]. Is this the best time to reconnect the child node?
00:00
Speaker 2
I'll see if this person is available. Thanks. Please stay on the line.
00:00
Speaker 1
Or do you have. All right. That's great to know. However, for adding the child. Yes, yes, sir. Make sure that your phone is connected to the Belup Setup 777. However, before we yes, because yeah. However, sir, before we log in into the Linksys app, we can like reconnect the child nodes to the network using the easiest method, which is the Pipe Press Setup method, okay? So don't worry once the child nodes have been added, I'm going to walk you through on how to log in again to the Linksys app. So thank you, sir. So. Mhm.
01:00
Speaker 2
It is, yes. I'm opening up my app now. Let's see. So the app is now working. Uh, now it's saying it has no - oh, Dude, why is this app going, like, I just opened up the app and it's telling me it doesn't have access to the internet. But maybe that's cause my Wi-Fi is on. Let me turn my Wi-Fi on. Oh, the bail up. seven. Oh. Oh, got it. All right. Okay. Okay. So, I'm looking at.
01:00
Speaker 1
[silence] [silence]
02:00
Speaker 2
Um, okay, I'm looking at one of the child nodes in the bedroom, and it's showing solid blue. Yeah, so I got to walk around the house. Give me a second. The one that's solid blue is actually hardwired. So that makes sense. Some of these are hardwired, some of these are connected, uh, by Wi-Fi. Let me just walk around the house.
02:00
Speaker 1
mhm
03:00
Speaker 2
All right. Yeah, I've found one that is red. Well, it's hardwired, though, this one. Yeah, I found one that is red. Okay, I see. It's, it's flashing red. So Got it. Okay. Got it. Got it.
03:00
Speaker 1
Plugging, all the child nodes, and then, moving them next to the parent node. And, don't worry. For now, there's no need to, ward them directly to the parent. Yeah, that's correct. And, once they have been, yeah, thank you. They should be, at least, a one to two feet should be enough.
04:00
Speaker 2
But this is true, even of the ones that are hardwired? Okay, got it. How close do they need to be? Like, as like three feet away?
04:00
Speaker 1
<start_of_audio>
05:00
Speaker 2
One to two. Okay. [silence] Do I need to do them all at once? So, do I need to do them all at once? Yeah. Okay. Uh, all right. I gotta get a um, power cord that has multiple connections. Yeah. Well, I just have to get multiple, a power strip with multiple connections. like the one that's solid blue I should do this with as well? Okay. Does he have JG today? No, sorry. Sorry. So you'll get a. [silence] a power strip for me. A power strip. [silence] You know where [silence] Like that. [silence] You plug it in and then you plug multiple things in.
05:00
Speaker 1
I'm sorry, sir. I understand, sir. No worries.
09:00
Speaker 2
Yeah, I'm just, I have to go around the house and unplug and disconnect all of the things. You can do one, Jock.
09:00
Speaker 1
Hello sir, I'm just checking if we are still connected.
12:00
Speaker 2
Yeah, I'm here. I just have to go around the house and get all these.
12:00
Speaker 1
Mhm, I understand. Are and can we take your time? [silence] All right. Thank you so much for your cooperation, sir. And what's the light now on the child mode? Oh, yes, sir. Make sure all child nodes are plugged and in power outlets.
13:00
Speaker 2
I've got it all up here, should I just plug them all in? Uh well, so should I just plug in you to the child nodes now? Damn it. Harper, can you get me one more of these? Can you go get me one more of these? Thank you. I'm sorry.
16:00
Speaker 1
Got that one, sir. So yeah, that means that they are not connected to the network. So I really do apologize for this one, sir, but you need to reset this show node one at a time. So for your reset, sir, just press and hold the reset button and do not reset until you see the solid blue line. Yes. Press and hold the reset button and then release the reset button once you see the solid blue light. Thank you. Uh yes, that's fine sir. So yeah, just wait for the light to turn to solid blue and then [ silence ]
19:00
Speaker 2
They're just, uh, flashing red now. [silence] By pressing hold. [silence] Got it. [silence] At the first one, I don't see any like the light just turned off. Okay.
19:00
Speaker 1
All right. So once you see the solid blue, you can reset the, for those ones wait for their lights to go to flashing red, because flashing blue indicates that the node still booting up, so yeah, so yeah, so only reset those ones that are flashing red. Thank you so much for that one, sir.
20:00
Speaker 2
that i'm doing it one at a time. a couple of them are flashing. so so let's see. hold on one second, because i have i've got five here. and of the five uh i have two that are flashing blue. um so do i reset those ones as well? uh i got it, got it. okay. yeah.
20:00
Speaker 1
And I really do apologize, sir, that you have to go through this kind of troubleshooting. So, yeah, for... Yes, sir. That's the time that you can reset the node.
21:00
Speaker 2
[silence abrupt mode cut silence] it's actually my wife's fault because she switched the cords silence All right. So when it's flashing red, that's when I reset it. silence okay.
21:00
Speaker 1
All right. That's great to know. So, let's wait for the other ones to turn to solid purple or pink as well. [silence]
22:00
Speaker 2
All right. Okay. All right. So a few of them are now solid purple. [silence] Okay. [silence] All right. So little purple ones.
22:00
Speaker 1
Hello, sir. Can you check if all nodes now are showing solid purple or pink? Solid blue. Uh, kindly. Yeah, you may still need to reset that one, sir. Again, for a reset, press and hold
23:00
Speaker 2
[silence] [silence] [silence] One of them is still flashing blue. One of them's Hey Harper, what color is this light? This looks like it's solid blue, actually. Okay. Is that blue? Purple. Wait, which one? Which one? The blue one. One of them's solid blue. Oh, I wish that out. Yeah. Yeah, I did that.
23:00
Speaker 1
I I see. Ah, it could be possible that's also uh MVE or ball up or seven. Can you check that model number of that mode? MX 62. All right. Uh, yeah, that's actually fine series since the MVE and MX 62 have the same light behavior. All right, so so All right. Thank you so much for that one. All right, to reconnect this child node. So, go back to the parent node like the main node and then press the reset button five times within five seconds. Yes. Thank you.
24:00
Speaker 2
No. it it's no it's an MX6200. okay yeah so then i'm good all of them are solid. okay i'll do that. [silence]
24:00
Speaker 1
Thank you. And is the light on the parent starting to flash now like flashing white? That's great to know. So, and what about the other child nodes are you the child nodes? Got that one. Let's wait for 30 seconds or a minute. That's great to know, sir. So, yeah, for now, sir, we will observe the light behaviors on this child note for at least three to five minutes. So, while waiting for their lights, you can just like, uh, grab, uh, yeah, uh, grab a water. [silence] [silence]
25:00
Speaker 2
One. two, three, four, five. Okay. Yes. No, they're not, nothing's changed on this. They're still solid. Okay. Now one of them's starting to flash light. Okay.
25:00
Speaker 1
for now. and i'm also going to put the call on hold for one to three minutes, okay? i just need to double check my resources. all right. thank you, sir.
26:00
Speaker 2
All right. Oh, all right, cool. Oh.
26:00
Speaker 1
hello sir, thank you for patiently waiting. and I know the light... all right, get that winser. so after 30 seconds or... so just confirm sir, one of the child nodes is still showing solid pink, correct? see, is it that the farthest node or was still one of the... [silence]
29:00
Speaker 2
Bitcoin. Okay. I've still got, uh, let's see, four out of the five are now solid. I'm waiting on the last one, which is still solid pink. No, I'll be back to you once something. Oh, you got a you that broke? No, just watch. Why yes it's solid pink. Yeah, yeah, it was the farthest one. Yeah, it was the farthest one and uh, app parent node has stopped flashing as well.
29:00
Speaker 1
solid white now. All right, so yeah, we may need to unplug that node and move it closer to the parent. However, since your other child nodes, yeah, so don't worry since your other child nodes have already been reconnected. So, you can actually now unplug the, uh, wait, for now, let's wait for another minute. And so, after a minute, if the lights on the working child nodes are still showing like solid white or solid blue, press assured that you can already unplug them and then relocate them back to their designated location. Uh, so for the nodes that you want to be configured as ward, uh, rest assure that you can just uh replug the ethernet cable on that node and the connection for that node will automatically change to a ward backhole.
30:00
Speaker 2
Yes. Yes. Okay. Okay. Let me just think about this here. Okay. MX 4200. Okay. That was the treehouse, all right. Let me ask you a question. The one that's still solid pink is the way I have the mesh network set up. I have, let's see. Bedroom, hard wired, hard wired, hard wired, hard wired. It's a bedroom.
30:00
Speaker 1
Oh, yeah, that actually makes sense. Rest assured that we can just like. Yeah. All right. Yeah. For that one, sir, I'm going to set your.
32:00
Speaker 2
Garage hardwire. Yeah, of the five, the one that's solid pink is the only one that's not hardwired. But my question is actually uh, I often find when looking at the app that this is trying to connect to the parent node instead of the closest child node. So the signal's often quite bad. Is there a way for me to optimize that so it connects like I just want it to connect to the closest child node instead of trying to connect to the parent node?
32:00
Speaker 1
expected that we cannot force no need to connect to the other note however by default they should automatically connect to the nearest one sir so I don't worry for for this one I for now kindly relocated the child notes all the word child notes back their designated location and then we will re add this child node using again finger press setup method and once it has so add that we will add it back to its it location okay. got it sir. got it. okay, all right. thank you, sir. [silence]
33:00
Speaker 2
Mhm.MHM. Mhm. Okay, got it. Okay, give me about, I'm going to just put you on mute, give me about five minutes. I got to take everything back to where, like. All right. All right, I'll be back in like five minutes.
33:00
Speaker 1
Hold on, sir. Have you already relocated the solid pink node closer to the parent? Oh, that's great. And the light now is still showing solid or going back to solid pink. Is that correct as well? That's great. So, yeah, you may now press the reset button again on the parent node five times within five seconds. Ah, thank you so much for that answer. And don't worry, sir. Rest assured that we are almost done. And actually I have already sent you an email for you to be able to forward your receipt and don't worry, sir. Rest assured that you can do that later. Once we have successfully reconnected all the nodes, so, or you can just send it within 24 hours. Uh, yeah.
40:00
Speaker 2
OK, that's done. So now, should I hit the reset button five times again? Yes. Correct. Right. OK. Yep. Yes.
40:00
Speaker 1
24 to 48 hours. Yeah, there's no rush for forwarding for receipt. I yeah, it should, it should stay there support.lenksys.com. Mm-hmm. Right. Ah, I see. Ah yeah, yeah. So, the light now on the child node is starting to flash. That correct? All right. Yeah. So, we're almost there sir. So, going I'm sorry. So, just to confirm, may I know the operating system of the phone that has the Lexus app like is it an Android or iOS? Ah, iOS. So, I assume your phone is still connected to the _velop_setup777, correct?
41:00
Speaker 2
Is this a is this a specific address? Okay. yeah. Uh, yeah, I'm just... Ah, there it is. Yeah, customersupport@gmail.com. Alright, cool. I got it. I got it. copy. Copy. Copy. Copy. Yeah, ILS. ILS.
41:00
Speaker 1
No, worry. Yeah, kindly connect to the Velop setup 77. And again, the default password is labeled on the parent. Yeah, that's the default. Oh, so yeah. Yeah, make sure your phone that has the app is connected to the default name of the system and then that's it. Yeah. Please follow the singularly supplied password. So that's the singular password. It seems to be not working. Yeah. Connect to that name on your end and you'll be prompted to enter your password on the app. Yeah, that's it and type it in on the app.
42:00
Speaker 2
[silence] Let me see. Uh, let's check. Uh, no, I'm, let me see. Uh, should I connect to it? It's not connected to any of them. Yeah, okay. [silence] Allowing them to enter their password, so maybe that's, maybe it's just connected. Okay. [silence] Um, [silence] Should I, when I go to the app, should I go to the Firefox set up 777 uh, router? [silence]
42:00
Speaker 1
the time to open the Linksys app. I see. I assume you, yeah, I assume you logged in using your email address. So, for now, can you tap on the menu icon and then tap on sign out or logout. Yeah. Can you logout for now? Uh-huh. And just let me know once you are back on the login screen. Uh-huh. No worries, sir. So for the when we log in in to the Linksys app, I would recommend using the router.
43:00
Speaker 2
Yeah, so I'm, I'm opening the app, it says it's offline but then I can select the router and it's showing me three options. One is the set up router and the other is the um the router uh labeled RKHS which is my uh I got you. Now, it's allowing me to log in. Got it. Yeah, I just have to look up my password. [silence]
43:00
Speaker 1
Password [silence] So from there you can see the you can see an options that the Yeah, so yeah, so Yes sir, sorry. So by default, the router password is admin all in lowercase. If that doesn't works, try the one labeled on the parents browse. Uh huh
44:00
Speaker 2
Okay Oh so oh got it got it okay I see router password option not email option okay let me try that got it one second okay sorry sorry gotta work Right All right. I just tried adding him. Great, you're now connected to Wi-Fi. Okay. So should I go to uh manage my Wi-Fi?
44:00
Speaker 1
Confirm are you already on the dashboard? Can you see there the node? All right kindly tap on manage your Wi-Fi? You're on the login. Yeah. Yeah. Can I take her your time? New password?
45:00
Speaker 2
No, it's saying. No. It's showing me Linksys, and then two buttons at the bottom, manage your Wi-Fi or setup a new Wi-Fi network. Yeah. Yeah. And now it's connecting to my router. It's asking from my router. It's asking for my router password. Let's try to turn it again. PRMZIDIQC. What the fuck? It's telling me to start a mute. It's saying, we've updated our.
45:00
Speaker 1
Yes, sir. Can you create a new password and the one that we are, yeah, the one that we are creating is the admin or router password, okay, not the Wi-Fi password, sir. I. No, sir. No worries. No worries, sir. Some other stuff is going on simultaneously, but it's unclear what, and the person keeps saying some stuff, and there's also silence}. at. [silence]
46:00
Speaker 2
[silence] Uh [silence] dude [silence] my password can't have the same character twice and
47:00
Speaker 1
would you like me to recommend a password for you? Yes, ma'am. So your new password, uh don't worry. Again, this is just for the router password is linksys. However, the l should be on uppercase. Okay. So uppercase L, then I N K S Y S. And then type in 1 2 3 4 5 6 7 8 9. So 1 to 9. A, so for the the special characters is exclamation mark. Uh and then, yeah, kinda prompt submit. Uh I
48:00
Speaker 2
[DOWNWEIGHT] Okay, go for it. Yeah. Okay. Got it. Yeah. Just one second. Go ahead. [silence]. [silence]. [silence]. Right. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. One sec. Yeah. Oh. One sec. Mhmm. Yeah. Yeah. Mhmm. Yeah. Mhmm. Yeah. So I, I called you guys up. Oh. Yeah. Yeah. That's fine if we don't do it right this second. That's fine. Yeah. We'll go ahead. Okay. Yeah. Whoever doesn't. I just, I'm gonna say the person who you'd usually go to for the computer thing, because I got it. Cool. Yeah. Yeah. Sit him down. I. Got this one. I. Got this one. I. Got this one. I. Got this one. I. Got this one. I. Got this one. Okay. Oh my God. Cool. I. Got this one. Oh, [silence]. I forgot. We're recording
48:00
Speaker 1
Just to confirm, are you already on the dashboard?
49:00
Speaker 2
save the password give me a second getting router settings now I'm on the the setup 77 showing me six nodes with an exclamation correct got it
49:00
Speaker 1
Wi-Fi name and password sir. Don't worry, sir. Rest assured that you can still use the same Wi-Fi name and password that you use before and then yeah, just press apply or save once done. Got that one, sir. However, again, rest assured that you can create a new Wi-Fi name and password for this. Yeah. Yeah, sir. That's normal. However, don't worry, since the devices that are currently connected is just your laptop and this phone that has the app.
50:00
Speaker 2
OK. OK. Um, OK. I'm just trying to remember. What it was previously. That was in my head. Changing Wi-Fi name and or password will cause all wireless devices to disconnect. Get off to reconnect each device. You have to do that. Yeah. OK. So all the other devices that will.
50:00
Speaker 1
Yeah, if you were gonna use the same Wi-Fi name and password that you used before, some of your devices might yeah, still remember the name and password. So yeah, some of your devices might automatically reconnect. However, I cannot assure that all of them will be will remember the credentials of the system or the new yeah, the name and password. Yes, sir. So after changing the Wi-Fi name and password, uh, rest assured that all you have to do is reconnect all your devices to the network. If some of them aren't, like did not automatically reconnect.
51:00
Speaker 2
So, okay, so now I'm on arhs okay all right um that that's nice okay
51:00
Speaker 1
and then you can already unplug and relocate this child node so it's designated education yes two gig like 2.5 gigahertz sir, because uh-huh let me
52:00
Speaker 2
Okay, so I'm going to do that right now, and I'd like you to stay on with me for a second while I do that, 'cause I just want to make sure uh it connects because it's the furthest one away. And Oh Also one question when I, um, when I called uh Verizon to try to troubleshoot this, they were trying to sell me a fat uh two gig internet circuit. Do I need like is that something I should consider? It felt like they were just trying to sell me something I didn't need. No, meaning like no, no, no, no. Like meaning uh the uh the
52:00
Speaker 1
Yeah, like they're trying to upgrade your internet connection speed or your internet subscription. So, so currently, sir, what's your subscription speed? Is it one GBPS or 1,000 MBPS? Yeah, actually, sir, that, so actually, sir, that speed is good enough, sir, for your network. However, if you really want to upgrade, sir, to that 2.5, rest assured that the MBA 7,000 is able to handle that kind of internet speed. However, again, rest assured that the one GPBS is more than enough for your home. Yeah, it's really fast, actually, sir. Yeah. Mm-hmm. Yeah. so yeah. flashing blue. So just, yeah, so just to confirm, all the other child nodes that we relocated before are now showing solid blue, like all of them, except for the MX 62. That's the one, uh... no worries. Got that one, sir. Got that one. Yeah, that means that the node is trying to reconnect to the network. And don't worry, we're sure that the light of that node will turn back to solid blue.
53:00
Speaker 2
So, we watch, we watch streaming TV, we play video games, we use the home Internet and that's what we do. So let's see. I've now plugged in this furthest one. It's flashing, it's flashing blue. Yeah, I have to go. I have to go walk back around the house. Give me a second. So the MX 4200 is the one I just plugged in. It's flashing red. It's like quickly flashing red. Okay. [silence] Hey Harper, Harper, hey Harper. [silence] All right. Yeah. So the one that it's it should connect to is solid.
54:00
Speaker 1
Uh huh. flashing red. All right. Yes sir. Let's let's observe the light on that node for 53 minutes. All right. Just to confirm when you say Wi-Fi extender like are you referring to the traditional Wi-Fi extenders er like the range extenders? That's That's.
56:00
Speaker 2
blue. The one I just plugged into, it's flashing red. So, it's trying to connect? Do you guys sell a Wi-Fi extender? Oh, now it's solid blue. Okay. Well, now it's now, okay, now it went to solid red. So, here's the issue I have. Like, the... And now it's solid blue again. So, um, so now it's solid blue again. So, um, so, um, so, okay. So, I'm looking at it. Okay. Okay. So, yeah, like I'm looking at the signal.
56:00
Speaker 1
On the network administration, correct? And... Yes, sir, you really need, yeah, you might need to rename again the child nodes. Mm-hmm. Mm-hmm. You want to extend the Uh-huh? Mm-hmm.
57:00
Speaker 2
Yeah. strength and then it's negative 75 d Bm. Um yeah. Shit. All right. See, this is where hold on. Now, now it's offline. It's so I have to go back and rename these notes now, don't I? And yeah, you have them all labeled before. All right. Flashing red again. So the the issue I'm having is in the upstairs bedroom. I have a hardwired child moon and I have a a tree house that you know, maybe 30 or 40. Yeah, it's like 30 feet away, maybe 40 feet. And, you know, it's got to. [silence]
57:00
Speaker 1
uh-huh outdoor yeah outside yeah outdoor outdoors yeah for that one sure I really do apologize but all our mesh nodes or devices are just designed for yeah indoor uses so I think the one that you need is an access point like outdoor access point however yeah if you're going to purchase an outdoor access point uh you might need to that device might create its own network since it's not a mesh like the ones we have right now
58:00
Speaker 2
send the signal through a wall and a window. Now it's blue again. So I'm wondering if there's any way to, if there was like a node that was set up to be outside that I could use to, like, yeah,
58:00
Speaker 1
Device like it's not using the say mesh the technology as our device it says so yeah Yeah Negative. Yes sir uh the five digits Recrazil five digits or the five characters uh indicated on each node is actually referring to a serial number. Yes. Yeah. So what's now the? Yes sir, rest assured that
59:00
Speaker 2
Yeah, that's the problem. All right. So I'm looking at the app and it's telling me that it says links is zero two. So it's giving me a number for all these nodes. How do I match the number to the node? Mhm. Oh got it. Okay, okay, got it. Okay. Huh. Well, it seems like one is offline, so I have to go find them. So I can label these now, right? How do I label [silence] them?
59:00
Speaker 1
On the network administration tab. Hold on, sir. Let me double check my resources real quick. So, yeah, on the network. Yeah, on the settings.
60:00
Speaker 2
Oh, I see it, I found it, yeah yeah yeah, okay, I found it, okay, so Uhh, 2844. That's... Okay. [silence] 2 X. It looks like the note is connected from the treehouse is the oh, sorry. Give me a second. Yeah. Can you tell me the last five digits of the serial number over there?
60:00
Speaker 1
Yeah try to yes sir so that the first work around so for example sir like in the future if one of your nodes got disconnected or showing flashing red yeah the first thing that [silence]
62:00
Speaker 2
it's showing 20295. prisão bedrooms. All right, cool. So it is connected to the main bedroom. So that's good. As long as it, what happens is like sometimes, I don't know why, but it it changes the connection point to the parent node and then the signal is just gone. So when that happens, should I just, like, is the best thing to do like unplug it and plug it back in?
62:00
Speaker 1
thing to do is just unplug and replug it and check if the light on that node will automatically turn to solid blue. ah, yeah. no worries. solid red. uh, can you check if the ethernet cable is like firmly connected?
63:00
Speaker 2
Oh. That's weird.
63:00
Speaker 1
Or plugin. It's that node and also sir. May I have the model number of that node? Uh huh. So just to confirm the solid blue and also sir, make sure that the for those ward nodes, make sure that the ethernet cable are plugged in into their internet or WAN port, okay? The one that all right, excellent. For that specific node, correct? I see. Let's observe the light on that node for another once or two minutes.
64:00
Speaker 2
Yeah, what I'm dealing right now. Yeah. It's MX 4200. Oh, now it's not showing. Yeah. Yeah. Yeah, that is the case, but it keeps going from solid blue to flashing red. Yeah, just for that one node. Huh. Okay.
64:00
Speaker 1
because it should Stayed on solid blue. All right. Let's now wait for 120 minutes and hopefully it will stayed to solidly. And just to confirm, all nodes are plug in. I'm sorry. Then solid blue. then back to flashing red, correct? I see. Uh, you may you may try to see if [silence]
65:00
Speaker 2
[silence] Back to solid blue. Back to red. So it's just cycling through. It's doing like the same thing. [silence] It goes flashing red. [silence] Yeah. So it's flashing red. [silence] Correct. [silence]
65:00
Speaker 1
unplug and re-plug its power cord from the power outlet. so technically, you are going to reboot that node for the last time. Sir, just take your time. [silence]
66:00
Speaker 2
Alright, so I'm trying that, so just give it a second. Okay, hang on. [silence] same thing it goes through the blue red monitoring cycle then it goes to flashing red but it's far wireless in to get the
66:00
Speaker 1
I'm sorry sir. Is the light on that child node still showing flashing red? Please yeah, we're this one, sir, I'm afraid we really need to check the cable, like the Ethernet cable that has been connected. Uh-huh. No worries, sir. [silence]
68:00
Speaker 2
Yeah, it's still doing the same thing, but I'm just, I want to check one thing here. Yeah, that, yeah, that that's that's what I'm doing right now, just double checking, give me a second.
68:00
Speaker 1
Absolutely, sir. Yes, sir absolutely just take your time. [silence]
69:00
Speaker 2
uh... [silence] [sighs] uh can you um [sighs] I'm going to put you on hold for a sec while I uh... do one thing? I'm just going to uh... [sighs] Uh... [sighs] [sighs] [문을 두드리는 소리] I'm going to put you on hold just one second.
69:00
Speaker 1
Hello, sir. I'm just checking if we are still connected. Hi sir I m just making sure that we are still connected. [silence] No worries sir.
75:00
Speaker 2
so I'm just uh trying to test these connections give me give me one sec give me a few more minutes um
77:00
Speaker 1
on that Got it, sir. Yes, sir. [silence] [silence] [silence] Yes, ma'am.
81:00
Speaker 2
I had to get my tool to check the connection on the Ethernet cable from end to end. Yeah, I have the tool that does that. It's functioning. One second. I'm just testing it. Okay. I confirm that the Ethernet connection is solid, so let me go plug it back in. two more times. So it's not a yeah. So the the Ethernet cord itself is good. I know that knack.
81:00
Speaker 1
no worry sir. and again sir. thank you so much for your. so I see that on the link. can you try to uh first close or quit the app or just reload the app there and then check again if the connection
83:00
Speaker 2
OK. This is, let me just check the link to this app real quick. Uh, yeah, let me just look at this. Ha, OK, it's, it's connected and solid blue, but with the ethernet cable out. So, but it's a little signal, the signal strength is, yeah, negative, negative 73.
83:00
Speaker 1
where this node will, goes back to, where back from, Oh. Oh, I see. I'm mhm. Mhm. Yeah. Mhm. Yeah, you may now, locate, actually, just replug the Ethernet cable on the internet port on this node. All right, thank you.
84:00
Speaker 2
Well, no, no, no, what I'm, what I'm saying is, currently the node is plugged in power wise, but not, the ethernet cable is not connected. So I know that the node itself works. And I know that the ethernet cable works, because I just checked the ethernet cable and confirmed that it's, you know, that the connection is good on both ends. So, should I try while the node is plugged in, plugging the ethernet cable back in? Yeah, that's, that's what I'm doing. Yeah, internet. Yeah. Yeah. And let's see here. It's showing
84:00
Speaker 1
wireless. Uh-huh. That's fine. all right. yes, sir. that's great to know. and, by the way, sir, I have already uh received a copy of the receipt or order number and thank you so much again for that one. I really appreciate it. and yeah, this should do it, sir. rest assured that we have successfully reset and reconfigured. and again, thank you so much for your time and cooperation. and again, sir, all you have to do is you're most welcome. so again, all you have to do sir is uh reconnect uh your device,
85:00
Speaker 2
solid blue for now, let's see. [silence] showing a solid blue. it's still on the app, it's still showing as um maybe wireless. yeah, wireless. yeah, correct. but on the oh, no, now it's just updated. okay, so now it's showing hardwired solid blue. okay, cool. so I guess we're good. I don't know what you're watching.
85:00
Speaker 1
to your network, okay? And rest assured that they are good to go. All right. You're most welcome, sir. And is there anything else? Yeah, that's sir. You're most welcome. And again, thank you so much for calling Lenxis. You have a great day. Bye for now. I'm sorry, sir. You may now end the call. Thank you. Bye again. Take care.
86:00
Speaker 2
cool thank you. thank you You too. you too. Bye. Okay. will do. Bye.
86:00