V2 Rubric Detail — 5d3a2f66-7bc8-11f1-9…

This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi, Richard. This is Pablo from Linksys customer service team level two and this call is recorded for quality assurance purposes. Uh, hello, Richard. Can you hear me? Okay. Now, uh, Richard, uh, I just wanna, uh, give you a heads up, okay? Um, uh, for the Ultra, and there's a PC and an iPad can see the 5 gigahertz. So, uh, it seems to me that, uh, this is an isolated one. It's happening to this phone only. If there's something wrong with the, uh, Linksys, then, uh, not only one can't see the 5 gigahertz. The PC and the iPad can't see them too. Okay. So, um,

Yes. My other question with PC and the iPads are, are they able to connect? Like they're getting internet connection? Mhm. Okay. Okay. Uh, these are built-in wireless adapters. Uh, the PC has adapters and softwares and drivers also, uh, but the other two phones can't see it. So, uh, we're gonna, uh, try some changes on the router, okay, and there's one isolation that we can try later, okay? Which I'm going to need your permission, okay? And, um, uh, let's go with this. Um, uh, you said you were able to access the interface?

OK. All right, you already click CA like you said. I'd like you to go under Wi-FI settings. Now, under Wi-FI settings. Now, I'm looking at a simulator here. It's a different model. Uh, they're almost the same. But what I'd like you to look for there is, do you have an option to select network mode? Mhm. OK. All right, those are the sub tabs, but that means you're under wireless right now. Under wireless, okay. You have the Wi-FI name, you have the 5 GHz. Now, um, uh,

There's a yep, uh, do you have an option to click or a drop-down back, box that says network mode? mode M o D E mix, uh, is it a drop-down box? Does it give you options there that's eight oh two, point 11 N only or eight oh two 11 AC only or? Yes. All right. Let's go with, uh, um, uh, eight oh two point 11 AC, only. On the 5 gigahertz, yes, sir.

Yes, leave everything except for the we're only going to change the network mode. A C only. Yes, sir. For 5 gigahertz, that's the technology being used. AC 802.11 AC.

Ace, sir. Yeah. Adam Charlie. MJM. [silence] Still the same. Okay, all right. Now, I'll let's go back to your computer. Put it back on the mixed, and click Apply. Done. Okay. All right.

Oh, okay. When you see that, is it on the uh Samsung alone or with your other devices uh also? Mm-hmm. Okay. All right. Well, um, yeah, uh like an ordinary router, the traditional routers, okay? Um it is there is basically just broadcasting it. Now, the second isolation that we're gonna try here, okay? I believe you have two nodes, um um Richard, right? One is the parent node and one is the child node. Am I correct? [silence]

Okay then, so the second isolation, so, I'm gonna ask your permission, you have an existing parent mode right here, right? Broadcasting a name, and under Wi Fi Settings, you see your Wi-Fi name, right? Okay, now, we're going to grab the other child node, we're going to reset that one, and wire it directly to your existing parent node. What we're going to do for the second one is that we're going to make another parent node with a different Wi-Fi name and a different Wi-Fi password. And then we're going to separate the name, just like your existing parent mode, and check and see if the 5 Gig mode is still not able to see it. And then we're going to go back to the PC and the iPad. Let's take and see. Yes, sir. Yeah, we're gonna make another network here.

here with a different name and a different Wi-Fi password for us to recognize them. now if that second parent node, okay, is able to see it, then our next plan is we will remove the existing parent node and make that child node or a new parent node and then add the existing parent node as child node. [silence] Yes, sir. Well uh yeah, I just wanna I don't wanna conclude yet. It's something to do with the Samsung Richard, okay? Because like I said, this is an isolated. So let's check and see let's make another parent node, okay? And if it sees it, then um we can tell that there's a problem with the uh existing parent node. But if

if ever that once we separate another name and a Wi-Fi password and separate it and still cannot see the five gigahertz, right? I may have to advise you to call um Samsung. And before I called, I reviewed, Samsung, um, the Samsung that you got there is the latest one. And it's capable of seeing the five gigahertz, or 2.4, 5 gigahertz and 6 gigahertz, actually. So, exactly, that's the logic behind it, okay? Uh, they're the same. We're going to make it another pair. Parent node, create a different name and Wi-Fi password, we will separate it, separate it, end if the.

s second parent node, and the Samsung the two Samsung is able to see it, then there's something wrong with the existing parent node. but UH if uh um they're not able to see it, I have to say that this is something as something to do with Samsung. And each of this devices has built-in wireless adapters and drivers on it and I don't see um a problem with when that happens, sir, okay? It's something to do with Samsung. But don't worry. Once we have set it up as a parent node and whatever the result, okay? I'm going to assist you to add the child node back, okay? Um don't worry about that. yet.

Okay, it's going to reboot and uh you might want to double check this one to the child node. we're going to call it child node for for now. Uh later on we're going to call that second parent node in that way to avoid confusion. You connected the ethernet cable to the child node with the yellow port internet, right

Alright to the yellow port of the child though. Right? Okay. All right. So the child node is it still blinking blue right now? Red. Okay. Now, um, we're going to call that the child node for now and the parent node that you've got is the original parent node to avoid confusing it. going back to the child node, we're going to reset that one, sir. Okay? And um, and um, we're going to reset that one. And let me give you the instruction first, okay? Underneath the child node, there's a reset button. You're going to press and hold that one. And don't let go. Okay? The LED status will stop. [ silence ] Oh, yeah. Once it's off, no light, and when you see the solid blue, that's the time that you are going to let go of the reset button, sir. Not yet, wait for the solid blue, and you may let go.

Release. Okay. Now, underneath the child node right now, there is an information right there. There is a name, what's the name there? Is that Velo setup something. Can I have that name? I'm sorry. Uh, you said Velo setup. [silence]

Oh, I missed this part. Okay. VeloPEP setup... uh, VeloPEP setup, underscore, A3D. Okay. Got it. And I I just have one quick question, Richard. Am I on a speaker phone? Because, like, um, you're too far from the phone, sir. Okay. It's gonna reboot and it's gonna take, like, um, two minutes and it should go to a purple. Okay. Now, um, we're gonna use your PC. The PC has a Wi-Fi capability, right? Now, I'm sure you know how to hook this up.

Wi-Fi setup, A3D, let's connect to it. That's weird. on the PC, can you turn on and off the Wi-Fi, sir?

Let me ask you that, is it a perfect circle, or a shape like an all bubble.

Uh, if this is a O, it's going to be a perfect circle there. Like round. Yeah.

Okay. Uh, how about this? You have the Samsung phone with you, sir, right? I'd like you to, take a photo of that node underneath it. Once you've done it, you can zoom it, that way you can verify.

that's what I do too when I'm doing a testing sir I can write I haven't don't have a good eyes too

you should give you a wrong you to the same page. Okay, now, but you see there the two images of the cell phone sir, right? Ok, I'd like you to use the mouse double click them. It's a secret doorway. Double click the two images of the cell phone. Yeah. Ha ha.

Not yet on the page yet? The password will be to the second parent node there. Not to the original parent node. To the second one. And if you can't seem to on the page right now with the the second parent node, you might want to click there reset. And it's going to ask you for the recovery. Sorry.

Hold on. no, no, no, no. I just want to make sure um, can you check where is it connected right now? Is it to develop setup A3? Okay. And then I'll go back to the browser. And um uh, is it is it asking you access developer, or access router password? Something like that. Okay. Now, when you click the the on the lower right, the reset password, where is uh, where does it go to the next page?

Hold on. When you click the reset password, it should ask to for a recovery key. Okay. Of the second parent node, sir. Now, once you're done putting the recovery key, just make up any router, password, Richard. And please make a copy, or write this down on a piece of paper. [silence]

Are we in in

pair node click CA once it's back to the page. Let me know. Can you double check if it's still connected to the Velo setup 8 3rd? Okay, good. Now, um, go back to the web interface. Go to Connectivity. Now on the far right, you have their CA router setup. Or, what do you have their CA router setup? Okay. Now, you will you will have their two fields. One for the wifi name. The second field is for the wifi password. Now, we're just gonna make up a wi-fi name here, okay? Just make up any name and wi-fi password. This is just an isolation. And then once you're done, there's a tiny button there. Uh, click that once you're done. In a name, yes, sir.

Set up note. Yes, sir. By the way, it's a minimum of eight characters. Maximum is 30. [silence]

Yes. Yes. You should, yeah. Just like the original parent known. Hmm.

and once you're connected, I know you you know the way. We're gonna re-access the uh the web interface for the second parent node. We're gonna separate the name and uh click apply and they're gonna use the Samsung the two Samsung phone check and see if the wifi name shows up. Let's go back to the interface of the second parent node. How did you get there earlier? Did you type the IP address for the second parent node. Are you? uh Okay. Uh check the CA first at the bottom. [silence]

The under score touenowda letter C dot at the bottom of the page, he still see it or not a thing? Oh, okay. I go go to Wi-Fi settings. Now, you will see there the temporary name, temporary Wi-Fi name, and then their exactly the same. I know you did this earlier to separate them. I'm sorry, sir. Oh, okay. So, just put there, um, new parent 2 for the 5 GHz, new parent 5. That means that's the 5 gigahertz.

[silence] It's going to kick you off by the page. Cause we just.

------ separated them now let's go to your PC first let's check those things then you parent one the parent no is it's there now right okay this is where we go to the Samsung phones let's check them so same thing happened no there's an iPad in the case documentation here can we check the on the iPad turned off and on the Wi-Fi of the iPad

just to refresh you might want to do to the Samsung as well turn off and on the Wi-Fi to the two phones for Samsung let's check and see No, no, no, it's okay. It's okay. We we are now on the we're just cross checking record. Just cross checking.

for the Samsung, for two of them they're not there sorry you're getting static sir so you're able to see it on the iPad but not on the Samsung? Oh, ok now um, this is what I mentioned earlier, pretty much the troubleshooting has been exhausted now the level one tech on the original pair node separated the network and then uh what else? um, changed the security type to WPA, WPA3, changed channel, we don't want to do it again it will be the same troubleshooting now for this one, okay? This is kind of strange for me Richard.

okay. And um uh in the Linksys side it's broadcasting. We have the PC. We have the iPad. We have the uh the second parent node. They're able to see it except for the two Samsung's there. Okay. So um uh this is a an uh another Linksys problem. It could be that the built-in wireless adapters of those phones um I'm just giving you a probable cause. So um you might want to call for Samsung and it doesn't make sense to me because uh the Samsung S23 is backward compatible with 5 GHz. So uh we isolated it. We created a different uh different network and still can't see it. Okay. Anyway, I'm gonna for us. [silence] I do understand that. [silence] But um [silence] if uh which I mentioned earlier um [silence] if there's something wrong with the links'ers uh not even one can see a 5 gigahertz. [silence] Not to mention that um uh the PC and the iPad is able to work. [silence] So um uh these are antennas uh built-in antennas for each nodes that is that is able to broadcast that name sir. [silence] And um [silence] Hello, are you still there sir? [silence] Mm-hm. [silence] Okay. [silence] So um [silence]

[silence] I was thinking that um [silence] you can see the name [silence] the Samsung phone with the use of this second parent node, [silence] is I'm going to think the original parent node has a problem. But there are two of them now. Okay, the temporary parent node, we created a separate name. A temporary name is also broadcasting. And still the Samsung phone sir are not able to see it. I may have to advise you to call them. And um [silence] I'm pretty sure that each of these nodes has the latest former version. I'm sorry. I can barely hear you sir. Oh, it does.

All right, all right. Well, uh, we're going to go to the last phase, okay? Uh, we're going to reset the second parent node, Richard. We're going to put this back as the child node again. Okay? So, um... just do the same reset process you did earlier for the second parent node. Press and hold it. And then when it's off, don't let go yet. Wait for the solid blue and that's the time that you're going to let go of the reset button. Uh, no, sir. No, sir. Uh, just leave it connected. [silence] Uh, bring it over here. And just wait for his update. So, if you can, if you can, just connect it into the Roto. And then once we get the right parent node, just connect it and then we'll let you know once we have it in the, the, uh, set[silence]

On the second parent node, press and hold it. Once you start pushing, the LED status on top of the second parent node will flicker, flicker, and it will be off. Once it's off, don't let go of the reset button. Wait for the solid blue and that's the time that you're going to let go of the reset button. Okay, we're going to wait for two minutes and Richard, let's connect your desktop computer to the Wi-Fi name of your original parent node.

Okay, let's go back to the node that we just reset. Is it purple? Alright. Now, uh, let's go to the original parent node. you said you're back to the page? Can you check the CA, sir, if it's there? Uh, click the CA for uh, Okay. Yep, click first the CA. No, sir. Uh, we're going to go to connectivity. Now in the far right, you have their CA router set up again.

And you have a button there. that says add wired child nodes. Click that one. It's okay. Once you, uh, we, once we add this to the wired connection, I'm gonna ask you to disconnect the ethernet cable, and it will shift to wireless. Okay. I, alright. It's okay. We're gonna ignore them for now, and if you look at the node right now, is it blinking? All right.

click on done add wire child node and let's try it one more time can you can we click on add wire child? okay is the child still purple? okay now can you click on add wireless node? [silence] so it's okay if you click add wireless

Yes, sir. We are waiting for the, for the steady blue. Check my timing sir. Ah, yes. Okay. Not yet. Now, for the six minute timer. I usually do this. I always get a good result. So. Still waiting. Uh, well, it's not yet six minutes.

But we can, um, maybe, uh, we can stop until three minutes here, okay? I'll let you know when that is done. Okay. Uh, we just reset the parent node earlier. Uh, the second child node is going to go back to its default settings and it will show up again on the name. Now, um, it could be that the one that you saw was the child node, sir. [silence]

Okay. Yeah, you may know disconnect the ethernet cable from the child, no, Richard. We will not use that anymore. We just need to disconnect the ethernet cable from the child and place this back to be and once it's go solid blue, then yeah. You can close the browser. Yes, sir.

Um, right now, um, there's none because we did not change anything on the parent node except for the child node. Uh, well made it as a second parent node and then we just reset that one and put this back to a child node again. [silence] Ah, okay. So you want the, uh, original parent node to have a combined Wi-Fi name again, right? Okay. Okay. Well, yeah, I'm sorry. I already told you to close the screen. Let's go back there, sir. We're gonna go to Wi-Fi settings for that. [silence]

Okay, so, uh, to, um, combine them again, I don't know what name you have here. The key is we just need uh to make them the same. I don't know what you add, you just need to remove them. Yes, sir, that's it, yeah, Mm-hmm. You can play with it, Richard. Okay, now, um, uh, each built-in wireless adapter's okay. Uh, has what you call modulation that depends on the manufacturer of the device. I don't have the list, but I used to have it. You can just play with those channels, um, Richard. Um, and then, um, you can just put it back to auto if you want to. Uh, it's just that, um, you know, like I said, there's a lot of, um, modulations for, uh, uh, built-in wireless adapters out there. There's a lot there. Now, I'm sure you notice 2.4 is good with range, but not with speed. For 5 gigahertz, it's good with speed, but it's not, uh, not so good with penetration.

what? [silence] this Empire? [silence] for this Ann does see it now, what channel did you select, son?

149. 149. okay. well, anyway. yeah, uh, the thing is, uh, I'm sure the level one can uh make any changes but, um, like I said, um, every built-in wireless in the uh, adapters in the market has its own modulation, Richard. now, uh, for languages, when you first set this up, okay, it's going to be set to auto. meaning, it's the system or the parent node that makes the adjustments to avoid wireless interference. as a back up plan, uh, you can manually change it. but again, um, uh, uh, there's a lot of uh, built-in wireless adapters out there. one of them is Samsung, your computer has one. so they have their own modulation. so, uh

From the beginning, I know it has nothing to do with the link sys because there are other devices can see it, so we're not familiar with their uh modulation for channels for Samsung. So the only key or the only thing that we can do is just play with it. Okay, try every channel. [silence]

Okay sir. You might want to refresh the paper, refresh the Wi-Fi. Maybe it picked up the last broadcast.

great. I'm happy that we're able to fix it. this will wait for 30 seconds for a couple of minutes. ok, it's switching from wired to wireless.

um yeah uh sorry uh like you said I can barely hear you sir 'cause I think you're too far from the phone but like you said it's okay okay. Anyway, we'll just wait for 1 minute okay? And by the way I forgot, when you changed channel to the 5 GHz with one out to the 149 which is good, the Samsung can see it. The wireless backhaul happens to the 5 GHz first. So if that child node does not turn um blue in. [] I'm afraid that we're gonna reset that child, then re-add it back, okay? That's to set your expectations. Okay, no need to reset the child, Richard. You can just place it back where you want that, uh, where where you had it earlier. My question is, is there, uh, anything else sir that I can help you with? No Wi-Fi 8 yet. Yes, Wi-Fi 7 yet. You have two nodes in total, sir. One peric nodes and one child note. Now, you should have two nodes right. There. [silence] You have two nodes in total, sir. One parent node and one child note. Now, you should have two nodes right. There. [silence]

This is the Linksys app, Richard, right? Not the interface. Uh when you, when you log into the Linksys app, Sir, did you use the email and password account or you've used the router password? It's okay. It's okay. We're going to skip that uh question. Now, on the app, are you in the dashboard right now? Okay. Tap on the three lines in the upper left. And then go to network administration. And then one of the options there is nodes. [silence]

[silence] Okay, now I'd like you to sign out and sign back in, just to refresh the app. Uh, tap on the three lines, the sign out option is on the last part at the bottom. Actually it doesn't matter. Um, if you go with the email and password, okay. [silence]

All right. Same thing. Go to the three lines. Go to network administration. Let's check and see. [silence] Are you in?

when you select the name. [silence] the router password after that? [silence] Okay. Now, if you're on the dashboard, can we tap on the three lines again? Go to network administration.

And uh how many nodes do you have there? One, okay. Now, uh do you still have the interface on your uh uh computer sir? And um can we go to device list? Now, do you see the parent node and child node there? The router is your parent node. Okay. Okay, all right. Now we should uh let's go back to the WLanceus app.

And are you still on network administration? Alright. And then there's an option there to enable diagnostics, something like that. Alright, I'd like you to send a network logs. Send it. Just click click send, yeah. All right. All right, for this one, Richard, okay. The reason why we went to your computer

Device list. Okay. The links is app is associated to the parent node. The app sees one node, but the parent node sees the child node. It should be two. So the reason why I'm asking you to send network logs. Sorry. Okay, I'd like you to. I'd like you to send another one, sir. Yeah, sure. Okay. All right. Now, uh, you just sent a network logs return, okay? Um, the, um,

The app, OK, is not associating properly to the parent node. The parent node detects itself, the parent okay, and then the child note. So you're sending the report to our software engineer for this problem. And uh just give this maybe 24 to four hours, Richard. Okay? Um uh to um because I can't do something about it, um something about it if it's something to do with the LinkSys app, Richard. They're the only ones who can um check the the LinkSys app. I'm sorry, sir. You kind of broke up again. I see. It could be a minor glitch as well. Okay? because um we didn't do any uh

Any special, sir? We just, um, uh, we, uh, did, uh, we only changed the security. Uh, what do you call this? Uh, network mode on the parent node. And pretty much that's it. Okay? So, um, uh, you, we are reporting this one at the same time the app, we are observing it. So, for now. Yes, sir. Because, um, uh, it's like this. When we syncing the Linksys app to the network, it goes to the parent node first, then it goes to the cloud. The device list is seeing the parent node and child node, but the app is not. Therefore, uh, the Linksys app did not associate it. Associate. So, that's why I'm asking you to send the network log.

[silence] [music] Oh, oh wait, is this gonna report, sir? They're not gonna contact you or I'm sending that one as early as now. Okay, uh now really, let me correct that. Uh I'm sending that to let them know that we have there's a problem with apps are okay, but not really communicating to them. Okay.

I'm sorry. I'm sorry, you were saying, sir? Yes, sir.

So sorry sir you're kind of broke up and can you hear me now? Yes sir. Are you there now? Okay. Uh I didn't catch what he said sir. We check that earlier sir. You said it was showing up. Yeah. It should show up there. Whatever's on the um um on the parent node uh it should be.

Yeah, it should be seen on the links app, but I know that it's working because the hardware part, which is the parent node, see them. and the only problem is the links is that. Yeah, it should be seen on the device list. Okay. Yeah. For the parent node, if this is configured by the links app, okay, once the setup is finished, you have the option to change the name. And what happened here is that the parent node, the original parent node was configured manually. Okay. And that's why it's giving you the name there router. So I can tell when this set up before it was manually configured. But I okay, so I have to name it from the list app. I'm trying to rename it. Okay. I have to change it all right. to check. Okay, Rename. I can see it and then just try to change it, all right. And still the same, appeared to seem. but if you want to change that, you know, you can go to the device list, click the name and you can rename it to whatever you want, sir. That's the parent node, there. That's the parent node, there. The one with the linkages name is the child. Yes, sir. You can rename, you can rename it. You can go to the device list, click the name, there's an option there to click edit. [silence]

It won't affect. It's just changing the name. Yes sir that's the Parrot node. The router is the Parrot. What? Beginning Sir? Uh that was the name. The name router. Yes sir Um this is a default name Sir okay.

All right. And to know more about the Linksys product, you can just visit linksys.com for its last report and you have a wonderful day, bye bye. No, sir. If it shows up in the Linksys app, you can just leave it like that.