V2 Rubric Detail — 4a9e6484-7f02-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 21:32
Duration
75m 56s
Contact
209-769-2816
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136985
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup new device_MX6200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall70.3% (+16.3)

V2 Grader Summary

The agent achieved partial resolution by getting the parent node and two child nodes online using correct technical procedures, including the 5-press method for the MX6200 and the local web interface. While two older nodes remained unresolved, the agent correctly applied best-effort troubleshooting for out-of-warranty hardware. Technical accuracy was high and aligned with KB documentation.

V1 Case Analysis

Customer unable to add WHW03 child nodes to MX6200 mesh system; nodes remain solid red after resets and 5-press pairing. Advised to wait 24 hours and attempt wired addition. No fix confirmed.

Troubleshooting Steps
  • Performed 5-press reset on parent MX6200 node.
  • Reset each WHW03 child node with 30-second hold.
  • Guided customer to access router admin page via myrouter.local.
  • Reset router admin password using recovery key.
  • Used web UI (CA Router Setup) to attempt wireless node addition.
  • Advised waiting 24 hours and attempting wired addition.
Key Observations
  • Agent correctly used the 5-press method on the MX6200, which is supported per KB (universal_5press_models.md).
  • Agent accurately guided the customer through password recovery using the recovery key, a valid procedure (universal_password_login.md).
  • Agent incorrectly claimed the Linksys app is only for changing Wi-Fi settings and not for setup, which is false for Velop devices (adjacent_connecting_devices.md).
  • Agent failed to verify warranty status despite having the serial number, a protocol miss (universal_escalation_guide.md).
  • Final recommendation to wait 24 hours is vague and not a confirmed fix, leaving the issue unresolved.
Positive Highlights
  • Correctly identified and executed the 5-press reset method on the MX6200 parent node, which is a valid troubleshooting step for this model (universal_5press_models.md).
  • Successfully guided the customer through the recovery key password reset process, resolving the login issue (universal_password_login.md).
  • Remained patient and professional throughout a long and complex troubleshooting session, maintaining good customer rapport.
Agent Errors / Gaps
  • Incorrectly stated that the Linksys app cannot be used for node setup ([01:00], [71:00]); the app is fully supported for adding child nodes in Velop systems (adjacent_connecting_devices.md).
  • Failed to collect or verify warranty status despite having the serial number, a required protocol step for troubleshooting and escalation (universal_escalation_guide.md).
  • Did not provide a clear escalation path or RMA option when hardware failure was suspected, leaving the customer without a concrete next step.
  • Caused confusion by switching between app, web UI, and reset instructions without a clear, step-by-step flow.
  • Did not confirm the router admin password before directing the customer to the login page, leading to login failures and delays.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer confirmed internet on parent node and two child nodes connected (teal/green), but two nodes remained solid red and unresolved by call end.
R2 Met Diagnostic thoroughness conf 96%
Agent conducted logical troubleshooting: verified physical connections, used 5-press method, guided login via myrouter.local, attempted node addition via web UI, and assessed LED states.
R3 Met Correct resolution path conf 93%
Agent pursued best-effort troubleshooting for OOW WHW03 nodes (reset, web interface, wired option consideration) rather than dismissing or prematurely offering RMA.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (nodes not connecting), asked for model/serial, checked cable connections, observed LED behavior, and inferred need for reset and web-based setup.
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately used 5-press method (valid for MX6200 per universal_5press_models.md), myrouter.local access, LED status interpretation, and web interface.
T3 Met No misinformation conf 95%
Agent correctly stated default admin password is 'admin', explained 5-press method for MX6200 (supported per KB), described LED sequences accurately, and directed to myrouter.local.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained call flow but often spoke in long blocks without clear transitions or confirmation of understanding; expectations were implied but not explicitly set.
C2 Partially Met Confirmed understanding conf 88%
Agent used technical terms (e.g., 'CA router setup', 'reset button five times') without consistently confirming comprehension; some adaptation occurred but not fully to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and followed through on guiding the customer through multiple steps and tools.
O2 Partially Met Proactive follow-through conf 86%
Agent advised waiting 24 hours and trying wired connection, but did not specify who would act or confirm follow-up; timeline was realistic but ownership unclear.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced; this appears to be first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation occurred and none was warranted — agent continued best-effort troubleshooting on OOW hardware, which aligns with policy.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred and none was warranted — agent remained within appropriate L1 scope for OOW device support.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite and apologized at end, but showed limited empathy during prolonged troubleshooting; acknowledged effort but not frustration explicitly.
X2 Partially Met Tone & rapport conf 86%
Agent maintained steady pace but did not adjust tone or simplify explanations when customer expressed confusion (e.g., about login screen or CA).
X3 Partially Met Overall experience conf 88%
Customer repeated resets and waited through long intervals, but agent avoided unnecessary repetition of questions and guided through feasible steps.
Call Transcript130 turns · 138 lines
Speaker 1
[silence] always know. password, is nothing. Okay. hit the button, the button, turn the light on. The lights, I just bought a lynx Velop Pro 6E and it doesn't seem to be able to see the Internet. I've gone through the setup multiple times plugged it into the modem that comes from my ISP and um it every time it tells me, check your connection, make sure it's plugged in the right port and uh.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
I don't know if I'm doing something wrong or if I've got a faulty product. No, I'm I'm plugging a Linksys uh Velop 6e using an ethernet cord into my internet for my ISP. I'm not using Wi-Fi yet. And it does when I go through the setup it doesn't uh it says it's not connected uh or it's not plugged into the right [silence] Yes, the Linksys setup um it's the Velop setup with the Linksys app takes me through each of the steps.
01:00
Speaker 2
Let me just confirm, sir. You mean the Wi-Fi name is not showing? mm-hmm. Okay. All right. Okay. And then... What setup are you trying to do, sir? Are you using the Linksys app? Mm-hmm. All right. Sir, just a heads up, by the way, if you're trying to set up for the first time, the device, you will not be able to use the Linksys app because the Linksys app is just good for changing Wi-Fi name and password and just for your support.
01:00
Speaker 1
Sure. That would be great if you could help me out. And this is, it's, I'm replacing the master mode with a newer one. um so it's not the first time set up, It's an existing Wi-Fi. The newer... Oh shoot a second. Model number MX 6200. Uh let's see. Serial number. Boy that's hard to see. Um 58W102M2.
02:00
Speaker 2
for viewing. Adding child node and setting up for the first time for the node is not recommended using the app. You can try the link sys website or web interface. So, would you like me to assist you in setting up your device? What's the light indicator showing? So, what's the model number for the new parent node? All right. Can you confirm to me what's the serial number for this device?
02:00
Speaker 1
E zero zero two six nine. How many what? Have one. Uh there's a total of five. Yes. Okay, uh see if I can find that. That're that's on the inside, it's kind of also hard to see. It is Sierra tell internet out of uh out of Elkruth.
03:00
Speaker 2
how many MX 6200 do you have sir? How many 6200 do you have? All right. And how many other nodes do you have there in your home? So you have right now six including the MX 6200. What is the model number for those the five nodes sir? All right, we're gonna we're gonna try to set up first the main node sir. Can you confirm to me? Who's your internet service provider?
03:00
Speaker 1
Yes. My name is Rich Drosen, D, R, O, Z, E, N. Ardrtazen@gmail dot com. The lights right now, it's a solid blue.
04:00
Speaker 2
Okay. Hold on. Uh, is this the first time you called Linksys? All right, let me create a user record in our system. May I know your first name and last name? How about email address? Communication check. Okay, for the current device that you have for the main router, what's the light indicator showing? Solid blue Okay. Uh, let me just double check the physical connection. Can you check for me, Sir? From the modem, how many Ethernet cable connected?
04:00
Speaker 1
From the modem, there is one ethernet connection. One, plugged into the yellow ethernet port, or internet port, excuse me. Yes, they are all unplugged. [silence]
05:00
Speaker 2
perfect how about from uh link sister how many athernet cable at the back of it okay okay all right thank you Now uh here's what I want you to do right now sir uh we're gonna do the quickest uh configuring your unconfigured node uh just to confirm your other nodes are turned off okay they are unplugged they're turned off because if we're going to add this parent node or if we're going to set up this parent node other node should be turned off is that correct were you able to silence Perfect. Now try to click the reset button five times. 1 2 3 4 5 [silence]
05:00
Speaker 1
okay, five times. Two, three, four, five. OK. And the light flashed red and now it's white and back to blue. Okay, it's now, it's now flashing white. It's going to wet the ethernet, I'm sorry.
06:00
Speaker 2
[silence] Blue light means it's in a setup mode. Next light should turn to white. Okay, let's give it a maximum waiting time of 7 minutes, this device should turn solid white so it is connected to your internet. Uh it should
06:00
Speaker 1
Okay. No blinking, just slow blink. It's a slow blink. Okay, now it's off. Oh, just came back on. Oh, I thought it was solid. It's not. It's blinking. It's solid now.
07:00
Speaker 2
Okay. All right, mm-hmm-give it some time. It's still one minute have past by.
07:00
Speaker 1
And I think my phone, my phone had cached the, uh, the router, uh SSID and passwords, so I think my phone just connected back to the router. Okay. Solid white. Okay. Okay. I'm already there. Well, I've set up a three CD. Okay. I'm connected to, on Wi-Fi, not using the app, just using the Wi-Fi setting.
08:00
Speaker 2
no sir wi-fi, not, you don't need to open the app, just connect your phone to the wi-fi of linksys. [silence]
08:00
Speaker 1
_things on my phone. It's connected to __ setup 3 CD. Yes, that is the wifi name showing. And it is, it was previously connected to that. I don't understand what you just said. Would you say it again? Okay. See if we have internet. Okay. Hey, uh I have internet. I think. Let me okay.
09:00
Speaker 2
Yes. And you try to check at the bottom of the main node if that is the Wi-Fi name showing? Okay. All right. Try to go to YouTube, Sir. Try to play video if it will work. Try to open YouTube. That's check if you have internet. So, currently, uh, check other, uh, other websites you want.
09:00
Speaker 1
Yes, internet's coming up. Okay. And it won't transfer the previous one, I'll just start over then, right? Okay. Okay, that works just fine. Easy to do. Okay, terms and conditions. Okay. Okay, it says connected and then it says use same Wi-Fi settings as home.
10:00
Speaker 2
Okay. Currently right now sir, in this setup, your parent node is already connected to the internet. Now, try to reopen the app so that you can rename the wifi and the wifi password. Yes, sir. Start over. So just tell me if it yeah, just finish the terms and condition. And then just tell me, sir, if it requires you to log in, because you need only to log in using router password, not the email and password.
10:00
Speaker 1
Which is my old WiFi settings? That's, uh, okay, so, no, create a new WiFi setting. And then, uh, so, I want to develop. Let me fix that. And WiFi password. [silence] Okay. Save sign, uh, yeah, that's Samsung's asking me that. Linksys takes your privacy. Read full message. I'll do that later. Okay.
11:00
Speaker 2
Create a new one, sir. Yes. [silence]
11:00
Speaker 1
Checking to your account. No, I did not. Okay. I did not enter a uh emails or passwords. Okay. Okay, and it says my account is linked. Configure your Wi-Fi. This could take a minute configuring your Wi-Fi. Excuse me. [silence] Yes. Thank you.
12:00
Speaker 2
did you enter an email and password, sir? Okay. Do not enter any email and password, because it will error your whole system. [silence] If it will ask you to enter email and password, can just skip it. Okay.
12:00
Speaker 1
Okay, it looks like it's still using the underscore develop password I thought I changed that. Uh, no. It says, looking for: child nodes right now. This could take a minute and it doesn't give me a it doesn't give me a skip option. I can scroll up and down. It just the the bar's about two-thirds the way across.
13:00
Speaker 2
It's okay. It's okay, sir. Important is that you'll be able to log in. Are you in the dashboard? Just tell me. Okay. You'll have an skip option there.
13:00
Speaker 1
No, I don't want to use the back arrow because that might take me out of this. [silence] what do you call the primary node? Is there a specific name for that? [silence] Parent, okay. Says your network router and then I hit next. Okay, and then it says send diagnostic data, sure.
14:00
Speaker 2
Okay, no option to skip. Okay, then then just leave it be. Uh primary node here is the is the parent node. Okay, next.
14:00
Speaker 1
um develop setup 3c D is ready connect your devices to the new so now it says go to dashboard okay Android okay says uh getting router settings and it's got a spinning circle notify connectivity issues uh I'll go allow that's fine with me okay so now I'm on the the usual dashboard that I have yes okay
15:00
Speaker 2
Just try to finish that setup. Uh, go to the dashboard. Are you using Android or IOS? Okay, let me open my uh simulator here. So, just tell me, sir, if you're already in the dashboard. Okay, all right. So in the dashboard, sir, uh, there is, in the left top corner, there is a three lines. Can you try to click that?
15:00
Speaker 1
Okay. So that is the, I can see that. And let me let me change the password or change, now I assume there's no issues with putting in the previous uh, settings. Uh, let me get the, I don't want to have to change, okay. That makes it much more convenient. Okay. Changing Wi-Fi name and or password will cause all wireless devices to disconnect. Do I want to continue? Yes. Okay. Restarting your Wi-Fi. And then my my previous uh, s. [silence]
16:00
Speaker 2
And then click Wi-Fi settings and you can rename the Wi-Fi and the password. Are you able to see that? You can put the same Wi-Fi name or Wi-Fi password if you want sir. Okay, give it at least three minutes.
16:00
Speaker 1
SS ID and password are cached to my phone. See. I'm hoping. restarting Wi-Fi could take a minute. Uh, Lynkus is blinking white once and now it's back to solid. Okay. Okay, saved. and looks like it completed and my phone reconnected using the previous Oh, Dashboard says Internet's offline. So, see if it's connected. Say that again? [silence]
17:00
Speaker 2
All of your devices will automatically connect to your previous Wi-Fi. Just give it some time. Take first your phones. Are you connected now?
17:00
Speaker 1
[silence] Yeah, uh, okay. [silence] Okay, homes connected. This is available via link. Links is that's unusual. [silence] Then they said open the app again. [silence] Yes, my phone reconnected. [silence] Okay, and dashboard says I have internet, and I have 12 devices that have reconnected to the Wi-Fi. [silence] That's funny. [silence]
18:00
Speaker 2
and reopen the app okay are you already connected to the Wi Fi from linked test then you can reopen the app sir okay all right so right now sir you have already an internet and then automatically all your devices detected the old Wi Fi name and password that you have
18:00
Speaker 1
Okay. I need to start adding nodes. Okay. Okay. So, I have, my first node, which is my closest node and I, assume I plug it in or do I hold anything while plugging it in? Okay. I have all the nodes in front of me. They're all unplugged. Okay.
19:00
Speaker 2
So, they'll be connected directly. All right. Okay. All right. Okay. For you to add a node, sir, you cannot use the app. You need to gather all your nodes near to the parent node and then try to reset them individually. Uh, you need to put the node at least 2 to 3 ft from the main node. You need to gather all nodes, sir. Okay. All right. So, all five nodes are, okay. You can, you can plug in first three nodes. First three nodes. Plug them in.
19:00
Speaker 1
Okay, three notes plugged in. Mac address model number W-H W-H W-m-3.
20:00
Speaker 2
Okay, what are the model number for this sur? So all of your five devices. okay so is this the W two or okay so just so I set proper expectation sir the W two is different from the Mx sixty two hundred now this is an old Node so we no longer provide any firmware updates for this device so it uh if we will be having a hard time adding it back to the network we cannot provide replacements or if we've exhausted all already all the uh troubleshooting and still we cannot add those devices to the network then you might try to upgrade to a other other version of the device okay ok all right so right now since you just turned on three nodes what are the lights at the top sir
20:00
Speaker 1
sure okay hold the reset for 30 seconds got it okay Office node is done in a solid red got um this one's kind of a blue
22:00
Speaker 2
okay, can you try to reset individually, sir, you hold and press the reset button for 30 seconds. Yes, individually, one at a time. try to observe, sir, if you're going to hold and press the reset button, if from blue, it will change light.
22:00
Speaker 1
Gotcha. that's a good thing I'm replacing so. 30 seconds on the third one. Okay. They're all reset and they're all a light blue. And that one's dark. That one's kind of a teal. Yeah, I got different colors. Yes, uh purple.
23:00
Speaker 2
if it will stay blues are it is defective and Okay, so after resetting sir, the each device would show purple pink or magenta color.
23:00
Speaker 1
purple, purple, purple, purple, and, uh, let's see, my third one is still blinking, but it's on and off blue, the one I just reset. Okay, now, uh, the, the first two are red. Solid red. still blinking blue. The last one I did, it's the one that lives in the harshest environment, it may be, it may be not good anymore.
24:00
Speaker 2
Okay, give it some time. How about the third one, sir? [silence]
24:00
Speaker 1
Nope, it turned red. Yeah, it turned red. Just took a took a minute. Correct. Okay, on the main node hit the reset button five times. And then like one second each one. Three two three. Okay, it's blinking red. It's white. Oh, no, it's red. [silence]
25:00
Speaker 2
still the same blinking blue. okay. alright. okay. now, all of them are solid red, right? okay. uh kindly click, kindly go to the Parent node or the main node, click the reset button five times, not too fast. yes not too fast. which one's shows red?
25:00
Speaker 1
The main link says mode is red. Well, actually, it's white now. Sort of flashing between red and white. Tiled mode, uh, one of them is flashing red, the other two are solid red. Okay true, I'll say.
26:00
Speaker 2
Okay. How about a child node? Let's wait for them, sir. Maximum - supposed to be each node should have a waiting time of seven minutes before they will be connected to the network. Wait for them. they will turn blue or green.
26:00
Speaker 1
Okay. Two of them are blinking red now. Her granddaughter's got some loud toys. Okay. Two of them are blinking red. 1 solid red. Yeah [silence] Okay. Can you turn that TV on [silence] on back there? lutte. Okay, let's see. The office one is now green. Oh, it's back Torred. Colors are changing, and they're still blinking. Okay. Nope. Leave that alone, please. Oh, thank you. Okay. Yeah. Yeah. Yeah. Okay. Office one is turned to teal green. The second one's turned to teal green. Okay.
27:00
Speaker 2
yeah that uh anormal.tar supposed to be the correct sequence will be the device should turn green, back to red and then green. uh huh. uh huh.
29:00
Speaker 1
and the third. Yeah, it is, uh, still solid pink. Or red, I guess. uh, Yeah, that's great. Uh, I didn't buy all these nodes at the same time. I'm trying to check the model number. Looks like they're all 03s. So, I messed about the same one. Uh, okay, one of the, uh, third one's still bright red. Um, one of the teal ones, uh, went red or went looks orange.
30:00
Speaker 2
third one sir did did it try to blink change color all right let's just give some time it's just three minutes almost four minutes passed by so it's a good thing that two of the nodes turn solid green meaning to say they're connected so the third one. sir. mm-hmm okay that's it's alright let's just
30:00
Speaker 1
Orange, actually, I don't know if it's just an Okay. And you're saying these are not getting firmware updates anymore, right? Hopefully they got the last ones that were available, [silence] only one of them is teal. The other one's an orange and the other one's a pink. Yeah, it looks yeah, orange or yellow.
31:00
Speaker 2
All right, let's wait for it. Wait for it to turn again back to steel. Yes, sir. It does not have any more for more updates. How is it? Did two of the nodes burn solid steel? Hmm. orange. Hmm.
31:00
Speaker 1
12 inches. So the dashboard shows two nodes. It's popped up there's two nodes now. So it's, Yeah and the one from the shop that lives in the harsh environment is still red. Sorry Oh click the parent five times. Okay. [silence]
32:00
Speaker 2
How far is these notes from the main note? Uh oh. That's the one that chose orange. And then that's the other one that chose seal. Okay. So for that node, can you try to click the reset button again of the parent node five times? Yeah. Click the reset button five times so we can add the task node.
32:00
Speaker 1
OK, State reset the parent or I reset five times on the parent and the light on top's blinking. I have two nodes that are solid teal, one node that's red. [silence]
33:00
Speaker 2
You can do it do it later, sir. Mm-hmm Mm-hmm Mm-hmm
33:00
Speaker 1
No, two of them show Teal, and they're also showing on the, um, on the dashboard. Okay, it's still pink. I guess pink. Um, so I have pink, Teal, and Teal, and then, uh, white, solid white on the parents. It might be junk. So, I only have one more. Um, okay, I unplugged the one.
34:00
Speaker 2
So, only one shows peel, is that correct? Ok. Alright. So, ok. So, right now, the one that shows red light, the third node. what's the light color for this? Oh, this, this third node is not reacting. Okay. Alright. Can you try to unplugged the third node, sir? We're gonna try to proceed to the last two nodes.
34:00
Speaker 1
said, it's not programming. And I'll plug in the last node. Okay. Leave the cord alone. Hmm, sweetheart. Look. looks like it's a blue on the last node. Yeah. A light blue. Oh, now it's just come up blinking red or orange. [silence] Are you helping? Um, yeah. Still blinking orange. What color is that? What color is that? Okay. Uh I mean, it's uh, it's just turned green and it is 12 inches from the main node. And it's still green now. Solid. Okay. uh okay.
35:00
Speaker 2
Alright. Uh, Orange means that it's too far from the main node. Mm-hmm. Yeah. Okay, give it some time. We did not change, we did not make any changes with the last node, so we're going to try to check why it stays green.
36:00
Speaker 1
Uh let's see and I haven't reset the desc. Oh, it's changing now. It's blinking red. thinking about it oh a couple more seconds. still blinking red there are any difference so now 30 seconds, you got it done it.
37:00
Speaker 2
Alright. Can you advise her to reset this last node? You hold and press the reset button for 30 seconds.
37:00
Speaker 1
Okay. It's a teal blue. not teal blue. It's blue. Okay. Okay. Thank you. See. Okay. Thank you.
38:00
Speaker 2
Okay. So let's give it at least couple minutes, Sir.
38:00
Speaker 1
Yeah, still, like, A real light. color. blue. Uh, mia. Okay. Yeah, just went red. Solid red. Okay.
39:00
Speaker 2
still blue? this the device should not be blue it should turn purple pink or magenta unless this is defective so the device the device will be identified as defective if even if we multiple reset it it will just stay solid blue go ahead you mentioned okay press the button all right can you try to click the reset button in the parent node five times again [silence]
39:00
Speaker 1
Okay, current mode, one from white, to blank, to red. Now it's blank and it's blinking green or blinking white. Yes, that's white. The problem trailer is still red. Yeah, solid red. And they're right next to each other, they're within 10 inches of each other. So, Yes yep solid white I have another phone or I can use a tablet whatch you okay let me go grab it I got to grab my cat right now anywhere
40:00
Speaker 2
Do you have an iPad or a computer that we can use to log into the website? Yeah. You can use the tab letter. So, try go ahead. [silence]
41:00
Speaker 1
Okay, set my. ipad and then what website do I go to? [silence]
42:00
Speaker 2
Hi. Okay. Uh-huh. try to check first, right. if you are connected to the Wi-Fi. I think this Wi-Fi? [silence]
42:00
Speaker 1
uhuhr it is connected to home wifiuhhrr uhur OK. What website? uhuhr my R O you P E R? uhuhr OK. So there's my router local admin.
43:00
Speaker 2
ok right so can you try to open a browser and and type there my router dot local my router dot local my router dot local my router dot local Mm-hmm correct in the in the URL box not in the search bar Mm-hmm Mm-hmm Mm-hmm Mm-hmm [silence]
43:00
Speaker 1
To access the admin page, type in the my router, local, I'm not sure this is, uh, this is right. Uh, yeah, that is not the search bar. Uh, but okay. Uh, um, and my router, right? Oh, that local. That's what I'm missing. Okay. Um, I don't know why.
44:00
Speaker 2
you're actually in the search bar can you try to uh put it at the very top bar sir so it will route you directly to the page yes myrouter.local . how is it sir and kindly turn on the last node as well sir the one that is still pink earlier
44:00
Speaker 1
Okay. It's still pink UH, yeah. Let me plug it back in. Okay. Okay. It's blue and then it'll go on. Okay. So new tab. No, thanks. UH myrouter.local, right? Yeah. It says link. Why am I getting warned about trying to access my router settings in a browser? Okay. And then hit.
45:00
Speaker 2
Yeah, both, two of them are still pink. Did you turn them on? Okay, just plug it back in. Let's wait for it. Were you able to pull up the linksys page? Uh, Yeah. Yeah. Yeah. Just, just bypass that. Click advanced and can
45:00
Speaker 1
it says your connection isn't private so advanced or go back? Okay, continue my router on save. Yeah, it's uh scrolling. It's trying to, okay, it's opening a page. Now.
46:00
Speaker 2
Yeah, continue. How is it? What does it show now in the page? Okay, just advance. Yes. How is it now? uh huh uh huh uh huh is there an option to log in using router password
46:00
Speaker 1
I don't know. I think it's just, I think it's hung, but let's see. Ah, here we go. Uh, okay, email address, manage parent controls, password sign in. all right. So, uh, is that my Wi-Fi or which one is that? Okay. And uh, what about email address? Okay. Okay. Logging using router access. That's the option. I want to see that option.
48:00
Speaker 2
[silence] We've got help desk again. He's gonna try on. Find login using router password sir or local access. Router password sir is the default one is admin . You don't need the email address sir. Try to login using router access, not login using email and password.
48:00
Speaker 1
uh... I don't have an account. I see. I have remember me, forgot password, sign in, click here. So, it's either email address and password. Is it admin admin possibly or um there's no choice. There's no choice to log in using router password. Uh, I have create an account. There is no local access. Let me scroll down the page. Uh, nope. Anytime and uh yeah. Yeah, that's going to be it. Are you sure? Yeah, I'm sure. Um, it's just hard to. Let me try to get in, and but just to be sure, and push the button that it should respond, pull off the CPU, and run your iPhone from anywhere else on the screen.
49:00
Speaker 2
No. How about local access? Can you send me any a screenshot, sir? Hold on. I'll send you an email.
49:00
Speaker 1
.com is my- this is my work one, I don't know if I have that email there. Um and I have no idea how to take a screenshot on an iOS device. I never did it. Okay. I didn't do it. This did not work.
50:00
Speaker 2
can drag uh you can drag from the from the top to to the bottom sir you will have an icons there a recent um
50:00
Speaker 1
he said drag from the top to the bottom so let me take picture
51:00
Speaker 2
Yeah. From top to the bottom, so you, uh you can just drag it and if by chance you drag it already, you will be provided uh some icons there or you can try to take a picture of it using your phone and then reply to my email. So I've sent you an email twice. You can reply to the second email I've sent to you with your name on it.
51:00
Speaker 1
Thanks for the technical support, please send screenshot, screen shot, Okay. Uh, photo of the screen is in routes. Um, let's see. Uh, I just sent the email back to you.
52:00
Speaker 2
Were you able to receive the, uh, the message that I sent you? Right, let me check. [silence]
52:00
Speaker 1
Oh, that's interesting. Uh, uh, My router local just. I just got to a page that says, reset admin password. I don't think I've. Okay. Uh, enter recovery key. There's that. Okay, let me look that one up. Three recovery is zero. Okay, putting in the recovery key. Oh, there we go. Oh, got an Ajax error, unexpected error. Didn't like that. Let me make sure.
53:00
Speaker 2
okay, that one sir, try to click that one, reset admin password. Recovery key is at the bottom of the main node. [silence] [silence] Sorry, what?
54:00
Speaker 1
1122492. Okay. They took about, about an hour without an error message. It's uh, spinning waiting allocating.
55:00
Speaker 2
Uh, try to refresh the page, sir. Uh, what's there? Messager.
55:00
Speaker 1
Enter a new admin password. Okay. I'm just going to put the one that's on the bottom of the unit back in so it's easy to find. Oh, it will. Yeah. So. Okay. And like the password. [silence]
56:00
Speaker 2
Okay, try to create. Uh, that should be a minimum of 10 yes, 10 letters. Um, 10 letters, special characters with numbers, but not repeating. Um, I cannot suggest that, sir, because it will provide you an expected error.
56:00
Speaker 1
OK Linksys Smart Wi-Fi tools device list guest access very cool. Uh the first two are green and the second two are red. OK. No, uh I see network status, link sysom networking. [silence]
57:00
Speaker 2
Okay, you're already in the dashboard. Can you confirm to me, sir, what's the light on the gutter showing for those two nodes you have there? Okay. You're just already in the dashboard. In the in the very bottom portion, sir, just scroll down, you will see hyperlink there: End-user License Agreement, Terms of Service, Privacy Statement. Do you see that? No, not there, sir. at just the very button portion. [silence]
57:00
Speaker 1
Yes. end user license agreement, privacy, third party OCA private policy and then CA. Okay. Uh, yes. A second, but it finally let's see. I, I did and it's taking its time waiting. It says waiting. [silence]
58:00
Speaker 2
[silence] Small letters or words below those boxes that you can see. Okay, try to click CA. After clicking Asser, try to go to connectivity. Are you able to find it? Okay. After click, uh-huh, go ahead. Did you click connectivity already? Okay. All right.
58:00
Speaker 1
[silence] No. Well the waiting dropped off but now it's uh uh says keep your Wi-Fi handy and it's giving me a uh a QR code for I'm going to continue to link this smart Wi-Fi. That's like a little advertisement. It looks like a little advertisement for uh to download an app. [silence] uh if if there was like a pop-up where it had a okay now I'm back to sign in exit uh now I'm back in the sign.
59:00
Speaker 2
Does the page load already? Are you out of the page now?
59:00
Speaker 1
Okay, the one I just created. running local. This sure is slow. I mean, I can't believe how slow some of these pages are.
60:00
Speaker 2
OK. Try to sign in put it. Again, the router password.
60:00
Speaker 1
waitingnet spinning and it's back to device list, guess access frontal controls speed check all of that. okay. I clicked it. it doesn't seem to do anything. oh, it did. okay. it's it's waiting. so the dashboard went away or the screen went away. like it refreshed.
61:00
Speaker 2
Okay, click C image below. We're done clicking CA. Okay, click connectivity.
61:00
Speaker 1
Okay, so now there's not a C.A. in the bottom anymore, and I connect, I hit connectivity, right? Okay. Okay, it's still waiting, but it's on, it's got a connectivity pop up, view and change router settings. It says waiting, view and change router settings, kind of a blank page with an okay, cancel, and apply in the bottom. say that again? Gotcha okay. tell me
62:00
Speaker 2
uh-huh and after the connectivity do you see the router is set up still loading sir. [silence] it's still loading the page is still loading that's not supposed to be the page that you will see there.
62:00
Speaker 1
[silence] it's still blank, says connectivity at the top view and change router settings and then okay cancel and apply down in the bottom it doesn't I think look like it's hung or anything it's not loading [silence] no I could refresh the page but no I don't see this does it [silence] okay you refresh it's going link sys it's waiting back to connectivity with another oh wait there it did it that did it so I basic
63:00
Speaker 2
So how's the page? [silence] You don't see their basic internet settings local network. [silence] Try the refresh Sir.
63:00
Speaker 1
Internet settings, local network, advanced routing administration, and CA router setup. Okay, add wired child nodes, add wireless child nodes. Okay. Then do I click, okay, or wait for something, okay. Ah, one. One is blinking red. The other one is still solid red. But that might be the one that's dead. Then do I click, okay, or wait for something, okay.
64:00
Speaker 2
click CA router setup click search add wirelesschild node no wait for the devices so after you click okay okay so let this run for all of your nodes at least seven minutes so if by chance if only nodes will be added to network then the other one will
64:00
Speaker 1
Okay. That sounds great. I understand. And like I said, it lives in a harsh environment. Oh, it's blinking now also. So maybe it's trying to come back. That'd be great. I think we've been on an hour. So... How's it going, Hunter? Uh, it's go ... Going great The fourth The third and fourth mode just connected. Or node connected. Yeah, I thought one. You know it might be defective. Because it just wasn't playing nicenly. Well, I don't know. Uh, all four nodes are green. So or teal. The last node. Um, well all all four of the uh, child nodes are green. Uh, the parent node is white solid. So every well, let's see node number three just went red. Yeah, that's the reset, right? There's one more reset? No.
65:00
Speaker 2
how is it right now? sir, how is the two nodes that you have? okay and the last note? okay that's okay. that's the correct sequence. after red, it will turn green. no. that's [silence] .
68:00
Speaker 1
okay. Yeah, both nodes three and four are back to solid red now. After being green, solid green for a little bit. Yeah, still solid red, both three and four.
69:00
Speaker 2
we're just going to wait for the device from green. It will turn to red and then back to green. [silence] how's it is it still solid red? [silence] it we'll just give it some time.
69:00
Speaker 1
They're still solid red. I'm curious, what does the CA stand for in CA router setup? Okay. Yeah, solid red.
71:00
Speaker 2
Oh that's for a customer assistance card. Just give it one minute make sure. So we have three options sir to add all of your nodes. One option the quickest way is doing the five press method in the parent node. The second one is using the Linksys app wherein we no longer use because the app is only for viewing or changing Wi-Fi name and password. Now the most accurate one that we use so that we can add your notes is using the web interface.
71:00
Speaker 1
Okay. And now, what about, uh, converting it to a wired, um, because one or two of these, I could do wired pretty easily. Um, I wonder if there'd be any, um, any more luck with that. So, I might try that. Um, one of these, it's... [silence]
72:00
Speaker 2
uh huh. Uh yes sir. Right now sir I cannot recommend to you that one because we've already resetted multiple times the node. It might have a [silence] [silence] [silence]
72:00
Speaker 1
okay. yes that'd be no problem. okay. still the three and four are both still red.
73:00
Speaker 2
an issue. So you can try to do it after 24 hours and then connect directly wired from the computer. So from the Linus's main node, connect it to computer and then log into the website. So you might need a computer that is compatible with the with the ethernet cable. So right now, still the same, red light. Red light showing. Okay, so, yes sir, uh, I do apologize right now two child nodes was not able to add to your network. But for the other two, the green one or the teal one, you can uh unplug them and then you can relocate them uh uh individually. So make sure, sir, you do it one at a time. Turn on the nearest one.
73:00
Speaker 1
Okay, sounds good. No, you've been a great help and I getting into this my router dot local that's that's going to be a big positive, rather than try and do everything through the app. That'll be it. Thank you very much. Yeah, after 24 and
74:00
Speaker 2
Wait for it to be green and then that's the time you're going going to proceed to the next node and then wait for it to be green. Alright. So, anything else sir aside from this? Yeah. Uh, yes sir. Uh, the website is the most accurate one that we can recommend. You're not going to have a problem with that unless you forgot your router password. That's the most problem-- problematic part. So yeah, um anything else aside from this before I let you go? Okay. Alright. So sir, again if you wanted to try add it using a wan Node, make sure you do it after 24 hours so you can reset again then. Okay? Uh, yeah. Yeah, and aside from the website, aside from the website application we have, if you would want to try abroad, uh is because you're-- you're intending to, uh to switch to a different location and-- and and the signal would be helpful. Yeah. Okay, yeah. Yes sir. Anything else? Uh so far, the website itself, it's really based on an application-- on an Android-- uh Android app and it's quite accurate, um and the most important-- it is what exactly you need. You are able to get from one to the other, and it is very accurate. And aside from that, with regards to the password, you also have the user manual of the router where all the information regarding how to how to recover your Wi-Fi password would be impressed there. Okay. Alright so sir, anything else? So, let's proceed. Okay.
74:00
Speaker 1
And then I should, I should reset it again, I'm assuming, and uh 30 seconds, holding it. Okay. Perfect. All right. Thank you very much. I appreciate it. Yeah. Uh, let me try and release the line. Actually, it won't hang up. Yeah, I'm yeah. Okay, I'm trying. I'm trying to, my phone's not releasing. Bye.
75:00
Speaker 2
yes yes sir yep correct thank you so much sir don't apologize it took us too long to troubleshoot your device appreciate for your time sir and effort again this is Rio have a nice day alright bye-bye you can now release the line sir alright alright so I'll just release the line sir okay I'll just take the note here alright thank you sir have a nice day alright alright bye-bye
75:00