V2 Rubric Detail — 4ca78862-6078-11f1-b…

This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh, hi, Dwayne, this is Paolo from Linksys customer assurance team, level two and this call is recorded for quality assurance purposes. Um, Dwayne, I'm calling about your MBE 7000. Is this the best time to work with an advisor? Pablo. But Pablo is closed. It's okay. Um, anyway, um, Dwayne, this is about the MBA 7,000. I, find this strange according to the ticket that was escalated was whatever you connect or wire computer directly to this router, um, connection, um, uh, wireless connection. Yeah. Mhm. I see. Now, um,

Dwayne, um, I hope we can do that right right now, okay? Because I'm going to capture um some network logs if ever that arises. Is that okay? So that I can report 'em. Mhm. Yep. for sure, let me ask you this. Um, this uh router right now has a LED status, solid white. Okay. Now, uh, of course, we have a cable at the back of it, especially to the yellow port and the other end of it goes to your modem, and that is from Rogers. Okay. Now, um, at the back of the Linksys router, there are extra ports right there and those are Ethernet. Um, is there um already a device connected to it or they're all empty right now?

Perfect. Okay. Now, before you connect that computer, sir, uh, is that going to be a desktop or a laptop? Uh, well, we can, um, do you have a Mac computer, or a Windows 11, Windows 10? Okay, we're going to start with that, okay? Um, is, this is a desktop, right? Or Mac uh, laptop? Desktop, okay.

yes um okay uh yeah I hope nobody's uh working right now probably studying or watching our movies cuz uh they're gonna be interrupted Dwayne so if there's none of it okay so um uh lets um connect that computer sir to the router uh at the back of the uh Linksys router sir yes sir because that's the case what

Yes, sir. One of the ports. Yes. It doesn't matter which one. Yes, sir. Perfect.

All right. Uh, like the description, um, it loses connection, right? So, can we try your phone maybe? The one with the Lynx's app, sir? Yep. And, um, yeah, open. Or, uh, before you open the app, can you try at least, uh, one or two websites, sir? Check and see if the, um, uh, on the phone, sir, on the phone. Um, open first the browser on the phone. Let's see if the Wi-Fi is still there or it's not anymore.

Okay, so It's there an internet or has it did it lost its internet connection? [silence] Oh, hold on, so you're trying to wire another computer to the to the router, sir, right? I just want to [silence] All right, let's do that, sir.

Yes sir. Let's see. Yep. Let's see what happens.

is working? Okay. The reason I asked for the phone, okay, I'm sorry. Oh, uh, yeah, the reason why I'm using the phone first because were the links is that, because they're if ever the problem arises, I'm gonna let you, um, send a network logs to me. However, you added another two device there. Uh, you said it was the Sonos. Uh, and what was the

the other one, sir? they are? OK. shutdown. OK, hold on. just want to document this one so you added a device to knows. and what was the other one, sir? TELUSsecurity? OK. OK. now the TELUSsecurity sir. this is at the back of the lengthy router, right?

not in between the modem and the Linksys. Okay. Uh, earlier when you connect the comm- oh. Uh, for NBE 7,000 Wayne, um when there's internet, okay? Um, it should be solid white. Okay? Yeah. Okay. Now, we're 're going to isolate this one because, uh, you added, um, three devices to the router. The first one was the computer and internet, uh, did not, um, um, disconnect. So, uh, at the back of the Linksys router, there are four ports right there, the Ethernet ports, okay?

uh are they all occupied sir okay now let's see okay uh so there's something on ah by the way the tele security sir I guess that's on port number three am I correct one okay so uh how about the speaker number three so um what's the device on port number two sir [silence]

printer, okay? port number... How about on port number four sir? I guess that's the computer now, right? Magic Jack. Okay. alright. Ah, okay, gotcha, okay. So hold on, computer number, I don't know. Magic Jack is on port number four.

Alright. Now we can't use your phone to send the network there. Um, it will not send us. Okay. Now, um, I thought that my other question is, can you go to the dashboard Sir, the main page? Are you able to do that? On the link this app sir. Hold on. Maybe we're not in the same page. When I say Link

Okay. Umm... okay are you able to go to the main page, okay? Now earlier we connected the desktop computer to the router? Okay, um... the interconnection, um... the wireless connection was okay. Uh... where is that computer right now? Did you take it with you? Unplugged it? Okay, hmm, can you connect... uh, uh, can you go to that computer sir if it's connected?

Okay, and one question, Dwayne. The the router right now, is that connected to a power strip or a main power outlet, sir? All right. Okay. Now, the devices that are wired behind the links this out router, okay? Uh, we can still uh capture that network lugs that I'm talking about. However, we have to use your computer, but it's okay. Now, um,

Hold on, hold on. We're going to do that later, okay? Okay. But what I'm trying to know here is we're going to disconnect each of those devices, all right, one by one. We're not going to do it all together. I'm not blaming any of the device right now that is wired. We're just going to isolate this one, okay? I'd like you to disconnect the Tello's security first, okay? And after, Mm-hmm. all right now, can you go to your phone if you have internet now?

OK. Uh, check on the phone, no wireless connection. And then let's go with port number 2, the printer. Great. Can we go to your phone again and then, um... check if, uh, there's no inter, uh, if there's internet. OK. Uh, there's

It's a good thing sir, I, I, um, the reason why we're doing this, okay? Uh, because after this I'm gonna report this to the team, okay? Which, um, I'm gonna show them what happens if we do it one at a time. Okay? So let's, um-hum. Let's go to port number three. Sonos is... On over here. And let's go back to the phone. Okay, I'm gonna take them out. That SSID is not broadcasting, okay? All right, Sonos is disconnected, still no internet, and then

I mean, still no Wi-Fi and internet connection. Yeah. Can we try to let's disconnect the port number four, and that is the magic jack. Okay. All right. Now, since they're all out, uh, the LED status remained solid white, right? Ah. Okay. And like you. uh... So you enabled the guest, if that's the case. Okay, that's fine. Now, um, you said you need to power cycle this Train and then the internet connection comes back. Sir, is that correct, sir?

Let's do that, sir. You do. All right. Now you just unplug and replug the power adapter, sir. Is that the power adapter that came along with the LinkSys box?

Okay? and as far as you can remember sir, okay? Uh, let me just check something here. Uh... When did you notice this problem, sir? was it a couple of months ago? two months ago, or a week ago? remember when. What happened?

uh, we'll just wait one minute, okay? cause, um, and you just said that it's not broadcasting. oh, it's broadcasting, but it's it. can we check that device? i think you were doing it on the phone or checking on the phone or the computer?

Hold on. Sorry, I thought we were dealing with one node alone, sir. Uh, how many nodes do you have, sir? Five, okay. Are are are they all MBE 7,000? Or this is a mix. Uh, so you have three MBE 7,000 and two older ones. Um, how about this? I want to check

this further, uh, I I thought we're just dealing with one router, sir, okay? Now, the desktop Mac, um, do you have a Windows computer, sir, or, uh, is it okay if I perform remote access in that computer? So I want to check those older ones, okay? Uh, what is the firmware, especially, uh, by the way, this is optional if you don't want to, sir, okay, to perform remote access, okay? Uh, I know not all people agrees to that. Is it okay? Perfect. Okay. Yes, while you're doing that, I'm going to prepare, uh, the, uh, uh, what do you call this?

understood. All right, um, let me know if you're ready, sir. The computer, sir, yes.

just one question [silence] Open up a browser. and then um on the address bar. I'd like you to type it. I know, sir. This is remote access. I need to establish connection to that computer first. And if you're on the address bar, let's type this one. H T T P S colon 2 forward slashes join J O I N period and a word two ho. That's Z for zebra, O for Oscar, H for Henry, O for Oscar. O dot com Is it asking for a session ID or it's routing you to a different page.

OK. Uh, Zoho. That's Z for zebra, O for Oscar, P for Papa. OK. Dot com. Uh, there yes. is a HTTPS. colon. Forward slash. Yes. period.

.f., not the word, period. And then the four next four letters is Zoho. They're all O's. Z-O for Oscar. And then Z, yes. Z for Z or Z for Zulu. Uh, no, sir. Z or Z, the next letter is O for Oscar, H for Henry, O for Oscar.com. All right. One second. One second. And uh, yeah, let me just tell you what I'm planning to do. Okay. We're going to perform a reflash, okay? So I'm going to go to each of the

they node, re, re downloading the same firmware, okay, I'll show you that in a bit, and the session ID, are you ready? That's going to be 182 022 671, and it's going to ask you for your name. Your name, sir. Yeah. Yeah. It's going to download a software to the downloads folder. It's going to be ZA underscore connect. Once you click it, it will initialize, and then, um,

I see some activity on my computer now and I should be seeing your screen. Now, I have a question, um, you have our older ones and you have the new ones, which is the MB07000, okay? My question is, have you swapped a parent node before? Yeah, um, thirdly, your parent node is MB07000 and then you have other two, right. Have you swapped in before? Nope, okay. Oh, yeah, that's actually our recommendation. We will select the

And, um, can we, uh, get the Recovery Keiser is at the bottom of the parent node? [silence] 15406 and I'm gonna let you decide what will be your Admin Password, sir. You can type it here, sir. [silence] yes, sir.

216607. Okay, they're the same. I'm just taking note of the IP address sir because I will use this one later. This will let you know. Dot one dot: 97. This one has negative 69 DBM. I'm just taking note of the IF address sir because I will use this one later. This will let you know. Dot one dot: 97. This one has negative 69 DBM. ChicagoOkay. the basement is the one that is a bit far right? ok of course that's the basement all right uh [silence] ok [silence] this is very

Use your admin passwords are a lot. I'm going to start where the same. IRS the admin password. Okay, now I'd like you to type your admin password. That is okay. We can change that later on. This is just for troubleshooting purposes. This is the one that you just created earlier, sir. Admin password. That's it, right? Oh, sorry. Okay. There we [silence]

Let me just use this one. So that you don't have to go there. This is then 97. All right. Meaning they are communicating. Let's minimise this. And this is the firmware. And the reason why it's so specific because we are going to work on that basement alone. Okay. And No, no need to go there just to check the light. All right. It's okay. You will see in a computer right now, it's gonna tell us request timeout. Now, once it's been restored, there will be a reply again from that specific child node. That would mean that, you know, the node is back to a solid white. Now we have to start from the farthest going to the parent node there. I have to know the distance. Usually this takes... Yeah, go ahead. it... That includes the other two, sir. Okay. I have to know though. Ah, no, no. Don't do anything. It's good that they're down right now because, um, uh, because I want to know their caller later. Okay? [silence]

I hope this is still a good time, sir. I think I'm calling in Alberta, Canada. All right, as you can see, it's getting a reply now. It means that it's almost back to a solid white. Now, while it's doing that, let's go for the second one. Okay. Oh, it's not yet done. Was it 33?

Okay. Can I have the admin password again? Let's type your admin password again. Oh, you can just select that. Alright, so let me click the file. Here it is. Alright, almost forgot. uh... there we go. And I'm going to click this now. Alright so the basement, it's solid white. We are closing the screen now and focus on the other one. And Wayne, um, can I please you on hold like, uh, uh, maybe, uh, two or, uh, uh, five minutes or? Just need to check something, okay? I'll be right back. In case we get disconnected, I'm still connected to your computer. I will pause and do a callback, okay? There it go. Uh, Hi Dwayne, thank you for patiently waiting. All right, going back, sorry, it took a while. Just needed to check something. Going on the remote access, so it's, it's good now. Um, I'm going to do the parent node. Doing the reflash for the parent node is kind of um a little bit different from the two child nodes, okay? Uh, if we do it on the child node, child node only disconnects. But, uh, if we do this on the parent node, the parent node disconnects that includes the two child nodes. So that's why we have to start from the farthest child node going to the uh parent node. And I'm going to click this one right now. Uh, yeah, uh, yeah, your phone is not connected to the network, right? So, there is a possibility, okay? I'm going to give you a different session ID so because after we do this, there will be a temporary interruption. We will lose connection, and that will disconnect my remote access, okay? Here it goes. I'm going to click now. So, Dwayne, what... what we're doing today is an initial, okay? Now, I'm thinking there's something wrong with the parent nodes, and like you said, you've never swapped a parent node before. Okay. So, we're gonna pick up one of the child nodes and make them a parent node. But let's try this one first, okay. Because I'm gonna let you connect all the devices again to the parent node, just like earlier, and check and see if the behavior is still the same. Now, one of my probable cause as well, you might not agree with me, okay? It could be that it's too older nodes here, okay? And yeah, that's why they're good, that they're not connected as of now. I wanna identify which one is... Anyway, so let's go back to your computer. I think I'm gone there now. Do you have a waiting screen there, Swain? All right. Yeah, if you have the rebooting right now, you might want to click the okay button to go on that page. But the screen that I selected the firmware earlier, is it still there? Or it's already kicked out? Okay. Uh, hold on. Uh, as we do this, uh, please don't interrupt the browser. Uh, uh, for now, let's just wait for that page, okay? You will notice that the parent note is going to have a blinking blue. I guess it's doing that one right now.

okay okay we'll just wait three minutes there okay usually doing this refresh okay I don't want to interrupt that um preprocessor

uh... uh-huh I see how about this can you um um let's open a different tab and then uh go to YouTube I want to know if there's internet because da yeah YouTube All right, if there's internet, I will provide you a different ways to check if the internet is working.

Sir, let's go to that same website. The Join.me.zoho.com. H-h-h-mm Are you on that website? Sir, I'm going to give you the session ID now, the new one. that's uh, I have here, two four five.

Hmm, this range, different color. You've used different browser, right? Oh, maybe it's my eyes, but it's colored green right now. Yeah.

it's okay, it's okay. I'm good with that. Uh, just, um, uh huh. Then open the page. Hold on. All right, there you go. can I have your admin password again, sir? and just want to take note, no activity after doing a reflash the parents. No, it still has internet connection. We're back. All right. Alright. Okay. Now, um, our next step for this one, Dwayne is that I'm going to ask you to plug all those devices, the kid, the cell llama, the printer, the Tones, Magic Jack. The one that we did earlier. Yeah, let's see what happens. In any random order. Yes, sir. Okay, let me see, because uh I know the laptop here is Wi-Fi.

Alright, I still have internet here. Uh, hold on. Um, I'm wrong. I just lost it. Oh, um, can you check on your um your your phone, Sir? Like you said, the SS ID is gone. Uh, I'm not anymore online on my computer. I mean, your computer.

Are you telling me that your phone has a Wi-Fi connection? That's what I thought. That's a good idea, sir. Okay. Wi-Fi.

All right. Um. Yeah, um, just to double check, um, is the, uh, So those you said the wired connection still works, right? Can you check one of them? The magic jack? The [silence]

uh, okay, well, uh, thank you for that actually a good observation. That's my um idea also. The second one that I have in mine is that um whenever they're what happened. Your Mac computer, yes, sir, it will disappear.

Yes, that'll be Netflix, or you can try YouTube. Those are my you know, bestest. Okay. Now, and the name Wi-Fi that you have for the network server, is that a mix of uppercase or all uppercase or all lowers. [silence]

You don't have to tell me the password, the Wi-Fi password, but you know the Wi-Fi passwords, sir, right? Okay. Now, um, okay. So our next plan for this, okay. Well, hold on. The parent node right now, okay. Uh, how's this, uh, the serial number for that? Just double checking. It ends with 04541, right? Okay. Yes. Um, yes, sir. Now, here's what we're going to do. You're going to disconnect those devices wired to it. You don't have to restore the parent node. Uh,

just disconnect our fair enough from the ethernet and then grab one of the child nodes, it's up to you, uh, it doesn't matter, which one, um, you can pick any, witchie, yes, sir. How about this, uh, since you're about to grab them, Duane, okay? You might want to include the one from the basement, so you don't have to go back and forth, and the two older ones, sir. Because the moment we, um, sir, to the fair known, or yeah. Uh,

the current node has serial number zero five four zero one, you are going to unplugg it and then select one of the MVA sister node, make it as their parent node, the rest of the node will remain unplugged, okay? We're just going to use the for the new parent node for now. That's no, sir, it's okay. Um we're going to set it up as a new parent node, if we encounter some issue, that's the time that I'm going to ask for that serial number. [silence] Um we're going to wait for it to have a blinking red uh and then um I'm going to ask you to reset that one first because uh it um recognizes the uh

the parent node that has a 045419. so I'm sure it's going to turn blinky green. Yes, that's right. So just a review, you connected the new parent node with the cable yellow port, the only one that has that internet, and you use the power adapter of this specific node, right? The one that you... not the parent... okay, all right. [silence]

is it now blinking red all right red okay now uh i think you're uh familiar with the reset process twean but i'm gonna i'm gonna say it anyway okay so underneath that new parrot node you're going to press and hold the reset cutting now while you start pushing it the led status on top will start to flicker flicker flicker and it will be off like maybe uh 15 to uh to 20 seconds but don't let go duane wait for the solid blue yes sir okay all right

Oh, yes. So, yeah, let me ask you with that it's okay. Yeah, it's wired to the modem and that's why it's still able to play the game. Yes.

is the new parent node solid blue, sir? Oh, okay. All right. Okay. Yep. that's a good plan. I'll do that over the phone, customer, without realizing that I'm, you know, well, this other one is doing something. Let's go different things to doing that way, we can minimize spending the time over the phone. That's a good idea. All right. Now we're going to perform a five-press message Dwayne. So this is different from the long press that you had earlier. The only difference is that you're going to tap it five times. Just like how. you? [silence]

is the uh lead stat still blue sir? is it solid right now? oh small guy. i'm sorry. i thought you were in one location.

[ silence ] So, it remained solid blue, sir? Remained, right? Okay. Now, um, I is the power adapter of the new pair node more and modem the same, sir, or they're separate?

separate okay I guess your sons game will be interrupted by this, Okay, so let's unplug the power adapter of the new Perno, and unplug the power adapter of the modem. Hello, Devin. Are you still there, sir? Okay, it's too quiet. I thought we got disconnected. Ah, yes, So it's like this, So, uh, earlier we connected, uh, the, the, the original parent node was connected to it. Now, um...

I'm somehow the new parent node right right now is did not pick up the IP address from the modem in order to do that we have to do complete power cycle? Uh rebooting them Um at the same time sir. So, Um Oh, uh sorry, I thought Um they're Um in the same. Okay. I see. Uh huh. I see. Uh huh. Well, uh... Ah, okay. Well, I will I'll try something else. Okay. I don't want you to go back and forth just to run um

to that power adapter of the modem. So, um, we're gonna go to a different, um, route. We're gonna go to your desktop, sir, the Mac computer. Okay. All right, let's do that then. Let's do that. Yeah, asking you to add this router to the account, right? Yes. I'm familiar with that, yep.

All right. All right. On the app right now, is it prompting you to change the Wi-Fi name, or is this checking the Internet. Till now. Okay. We're gonna wait for two minutes, Rick, okay?

still checking until now Sir the parent node you mean then your parent no

We're... This is double-shifting. Okay. All right. Let's not do that yet. We're going to go to the desktop, sir. Your Mac or your son's computer, the Windows... Let's do with the Mac. I think you're more familiar with the Mac computer, right? Okay. Um we'll just go with the Windows, okay? Now, um this current parent node right now is broadcasting a Wi-Fi network, sir. Okay? Um if you uh check that on your son's computer, I believe you go you have to go to the lower right portion of the computer screen, that small icon there. And uh

you should see a name. Yeah, network, you're right. And then, um, you should find a name vellup setup.

uh the uh develop setup the one that is not a guest the one that is not a guest all right yes, sir. mmhmm now we're doing this manually uh to Wayne, okay uh we should be online by doing the five press method.

So. or even the Linksys app. Trying to connect right now. All right. Uh, we're going to access something, um, open up a browser, and then type this numerals.com. The answer, your right. The answer?

You're on that page. Yes, uh, good, sir. Um, uh, is it asking you to type the uh admin password? Create a new one. For now, yes. Uh, admin, a-d-m-i-n-n. Uh, in lower case. Well, how about this? Uh, you can just click on reset password. And, and it's gonna ask you for a recovery key. Use the one underneath the new parent node.

Yes. so you're right. when you can use, you can create a new one sir or if you want to use the same one earlier, that's fine okay. All right. Um okay. Uh I was too fast earlier. So you back to the links of Linksys Smart Wi-Fi page. blue page, okay. From the top, you have there. Um globe symbol and the laptop symbol. Do we have two check marks there or just one? All right.

Uh, I'd like you to scroll down the page at the bottom. And then um, you have there letters C, A. Click that one first. The page refreshes and then it will be back uh, go back to the same screen, right? All right. Now on the left hand side, uh click on troubleshooting. No, no. Uh, I mean troubleshooting, sorry. Yep. The first um, page there is or tab is status. Below the word status is the word report. Click that one. And uh, I'd like you to uh, scroll down the page.

crowd chatter all the way to the bottom and they you have their port status and it indicates there 10/100 and 1GBPS. Where is the X mark right now? Crowd: Where is it? Crowd: Yeah. it is it. [silence] All right. Now, on that same page, you have their uh, diagnostics. Crowd chatter: I don't know. Under diagnostics, okay, uh, you have their IPv4 address. Is there numbers there or they're all zeros. Crowd: All zeros. It is all zeros. Yeah. [silence] All right. So, uh, what we're checking is, um, uh, [silence] yeah, modem and the new parrot node is not detecting to each other. [silence]

Uh... yeah... sir, we have to, yeah. Uh... yes, sir, that's the plan, yeah. Um, yeah, let's do that, sir. Unplug the... yeah, sir, you're right.

uh... ok. Yeah. No. Oh, ok, yeah. Uh, Just, um, take your time, sir. Uh, you have to walk all the way back to the router, so yeah.

Uh, the Ethernet cable should be connected to that yellow port, and then you can power it on. [silence]

SOLID BLUE. L L Blue. once you connect them power on the router or the new parent node we're going to wait for two minutes. Okay? We are hoping for a solid white and then if none of those I'm going to ask you to reset the new parent node again. Okay, let's go back. Is it still blinking blue, blinking red, or we have a solid white now. Blue, okay. Can we go back to your computer search, check that network status again? Let's see if we have two check marks there. Uh, make sure it's connected to that default name, and then type one... Yeah, I I think you know how to get there. Yeah. Where are you at? Are you using the app?

Right now, are the computers on? Ah, okay. Yeah. Um, we're not going to do the power cycle, sir. Uh, we're going to reset that, you know, that dinosaur symbol. It means there's no internet, but we want to go back to that page. Let's reset this new parent node. The long press waiting for that solid blue, then let's go to the reset button. That's reset processor.

is it solid blue now let's go over reset button we're gonna wait for that solid blue again now this time we're not going to use the five press method okay um we're just going to use your computer um

hmm watermelon. You mean, the color now is not blue? [silence]

That's on your app, right? So, right now, the parent node, the new parent node is back to a solid blue, permanently. So on the app, saying everything is good, but uh it's asking you to check the internet right now. Did you pass... [silence]

All right. Maybe I'm not hearing this correctly. Okay good. Okay. [silence]

Exactly. But here's what we're gonna do differently, okay? Instead of adding the child node, because you just put back your wifi name and the password, okay? Um, I'm gonna ask you to connect those devices first before we can add the child node so that we can easily identify right away, sir, the problem. Okay. So, yeah. But the new parent note, there is it back to a solid white? Uh, don't add a child node right now. You can just skip that part.

I'm sorry, I can't provide the transcript as there was no audio provided.

Why? All right. It's working. All right. Here's what? Okay. Uh,

Well, can I have the serial number of that new pair of nodes here? Okay. The whole thing, sir, yeah. 59810, m29d, 04810. Okay. Now, that's the reason I did not ask you to reset the original pair of nodes here, okay? Because... [silence] Okay. So, let me go ahead and reset the pair of nodes here. Okay. So, I'm going to go ahead and reset the pair of nodes here. Okay.

I have to report this Dwayne. All right. The thing is I cannot capture the network logs if they're down. All right. Now um uh the tele-security right can we uh disconnect that one and replace the desktop to that port um to that port and I I'm just gonna attempt or we're gonna attempt to capture the network logs while this new parent node is um what'd they call uh is down so that I have something to present to the team Dwayne that this type of concern over. Okay.

yes sir gotcha and then um so since the computer is wired to it wired to it? Can you um access the interfacer? Like the one that you keep doing 1 82.168.1.1? Hmm okay.

Yeah, the computer wired to one of the ports, sir, yes. The recovery key. Okay.

[ silence ] so um here's what we're gonna do sir uh still not able to access it right yeah Uh, power cycle? Yes, sir. Let's do that, sir. Uh, let's power cycle. That's a good idea. Yeah. I can sense that, Duane. Yeah. You're reading my mind. I'm, you know, my next move and that's great. Even though um, you know, yeah.

[silence] Dwayne. Um, c can I please someone hold like maybe three or five minutes. Yeah, I just wanna uh.

uh uh uh hi Duane thank you for patiently waiting so um anyway um going back after the power cycle sir uh did we get something or still the same?

it's okay. mm-hmm. well mm-hmm. I see. Got you. All right. Now Duane, so uh the uh security, cellule is wired. Printer is wired. Sonos and the magic jack are connected, right? hMmm. Okay. Now Duane, uh, I'd love to discuss this with the engineering team. Duane, okay? This is one in a million.

Yeah. Aside from that, you have this MBT 7000, like, more than a year, suddenly this type of concern shows up, okay? I need those um network logs, okay? Um, can we disconnect one of those devices to that new parent node and connect your desktop to it? Just to capture the network logs. Yeah, anything that communicates with the computer, sir, and try to access the the um network logs.

Oh, well, that's the the first troubleshooting Dwayne that we did cos I want to identify, um maybe one of them is causing it on the first parent node. But right now, disconnecting, so I know you've probably interchanged the, um the locations of the wire devices. Now, so when you disconnect the a sonar sir, or was it on port number what sir? 1, 2, 3 or 4

Number 3. Now, um, and that would mean... well, I hate to do some testing right now is I know it's already late, joins, okay, but um, you're right. Anyway. So, um, let's, um, uh, hold on. Yeah, um, can you connect? Yeah, I I don't the internet is working now, okay, uh,

Ah. Ah. Wow. Okay. Well, I I I'm not sure if you're agree with. Agree with me, Dwayne, okay? And that's your Sonos, and that's been years that it's connected to it. I have two probable cause, okay? Uh, number one is the zone as that's causing it. Number two is whenever those ports available at the back of the parent node are full. Okay, that's the time the, uh, the issue arise. S Okay, we're in the Wi-Fi. So that's my conclusion. I mean, my fear. Sorry, my theory. Uh, how about this? Can you? Yeah, okay. Well, what I'm trying to, um, um know is that

ask you to

Okay, now, Dwayne, let me ask you this. Okay. I still have a lot of isolation in mind, okay? Have you tried this one before where, um, you connect the stone oose alone behind, uh, the previous parent node and the connection drops? Or, uh, the behaviors, have you tried that? [silence] Okay, we just changed the new parent node, right? We have a new parent node. [silence] On the previous original parent node, have you tried to connect the stone oose alone to any of the ports at the back of it and the problem rises? Just, um, just like what happened earlier? [silence] Because I don't want to think that, uh, the cause is the connection inside the box.

cause is the sona, sir, okay? That's the reason. So I'm sure you're not going to be agreeing on on me on that. But um if um the sonar is disconnected for this new character and it's working fine then um I'm about to think that. But anyway um yeah. Okay. I see. Anyway. Um the original parent node I'm going to leave you unplugged that one and the remaining like the the other child node MB 7,000 and the two older ones, can we power on them sir? Let's add him back.

[DOWNWEIGHT] Mhm.

You can add this sow no, the two older one, and then the MB one, add them, okay? And then um, unplug all of them, don't relocate them yet. You can add the original parent node. Let's check and see uh how it behaves. It can be added, that would be great. And if there's a problem then, obviously, we're going to identify that uh there's something wrong with Duanh, okay? The original parent node. Okay? Uh, thank you so much. I'll be sending that email right after this call, Duanh. And to know more about the Linksys product, you can visit Linksys.com/forward slash to report. You have a wonderful day, okay? Take care now. Bye bye. My name is Paulo, yes. P-A-O-L-O, yes. All right, take care now. Bye bye.