V2 Rubric Detail — 6063751a-7eef-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 19:16
Duration
148m 40s
Contact
631-834-2334
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
#LTS00136984
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Thank you so much here’s receipt
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (20 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp1.07/5
Overall21.1% (-0.9)

V2 Grader Summary

The agent failed to resolve the connectivity issue and provided materially incorrect technical information, specifically regarding the router's IP address (10.0.0.1 vs 192.168.1.1) and reset durations. The agent also skipped the mandatory modem-direct test required by the KB to isolate the ISP. While the agent initiated an RMA process, the overall interaction was marred by poor call control and technical inaccuracies.

V1 Case Analysis

Customer reported three MBE7000 mesh nodes blinking blue with no internet connectivity. Agent attempted multiple resets, power cycles, and incorrect IP address access (10.0.0.1, 10.0.0.31). Attempted unauthorized remote session via Zoho Assist. No resolution achieved; agent will email recovery steps and request receipt for warranty processing.

Troubleshooting Steps
  • Collected partial serial numbers from nodes.
  • Instructed customer to perform multiple resets and power cycles.
  • Attempted to access router admin page via incorrect IP addresses (10.0.0.1, 10.0.0.31).
  • Guided customer through ping tests from Windows and Mac computers.
  • Attempted unauthorized remote-support session using Zoho Assist.
Key Observations
  • Agent provided incorrect IP addresses (10.0.0.1, 10.0.0.31) for router access, leading to Xfinity portal pages instead of the Linksys admin interface.
  • Agent used Zoho Assist, an unauthorized remote-support tool, violating Linksys support policy.
  • Failed to verify modem/WAN connectivity before troubleshooting mesh nodes, a critical first step in the standard Velop troubleshooting sequence.
  • Misinterpreted LED status: blinking blue on MBE7000 indicates booting or pairing, not a hardware fault.
  • Did not attempt a factory reset using the correct procedure for MBE7000 (hold reset button for 10–15 seconds until LED changes).
  • Did not check for firmware updates or auto-update settings, which could have resolved potential software issues.
  • Customer became increasingly frustrated due to repeated incorrect instructions and lack of progress.
Positive Highlights
  • Collected serial number information from the customer ([00:00]).
  • Attempted to perform resets and power cycles on the nodes ([00:04], [00:30]).
  • Offered to follow up via email and requested the receipt for warranty processing ([00:26], [01:26]).
  • Confirmed warranty coverage based on purchase date ([00:90]–[00:93]).
Agent Errors / Gaps
  • Provided incorrect router IP addresses (10.0.0.1, 10.0.0.31) instead of the correct 192.168.1.1 or myrouter.local ([00:14], [00:41], [00:85]).
  • Used Zoho Assist, an unauthorized remote-support tool, violating Linksys security and support policy ([00:44]–[00:80]).
  • Failed to verify modem/WAN connectivity before troubleshooting mesh nodes, a critical first step in the standard Velop troubleshooting sequence ([00:02]–[00:03]).
  • Misinterpreted blinking blue LED on MBE7000 as a hardware fault, when it indicates booting or pairing ([00:02], [00:109]).
  • Did not attempt a factory reset using the correct procedure for MBE7000 (hold reset button for 10–15 seconds until LED changes) ([00:04], [00:94]).
  • Did not check for firmware updates or auto-update settings, missing a potential software resolution ([00:00]–[01:48]).
  • Provided contradictory instructions about which Ethernet port to use (yellow vs. other ports) ([00:20]–[00:21]).
  • Failed to confirm the customer's actual network topology (Xfinity modem vs. Linksys node), leading to confusion ([00:14]–[00:41]).
  • Did not escalate properly after multiple failed attempts, missing an opportunity for higher-tier support ([00:00]–[01:48]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored internet or node functionality; customer remained disconnected despite multiple resets and diagnostics.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed LED checks, resets, and ping tests, but failed to conduct a critical WAN test to isolate ISP vs. router issues.
R3 Partially Met Correct resolution path conf 80%
Agent confirmed device was under warranty and initiated RMA process by requesting receipt, but did not clearly state RMA as the resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow a logical diagnostic process; skipped the essential modem-direct speed test (velop_wifi_connectivity.md Step 2) and instead attempted remote sessions and pings on nodes that were not responding to basic IP requests.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used inappropriate tools (Zoho Assist, ping commands) for a WAN/connectivity issue and skipped the required tool/step: testing the modem directly with a computer to rule out the ISP (velop_wifi_connectivity.md Step 2).
T3 Not Met No misinformation conf 100%
Agent provided multiple technical inaccuracies: cited 10.0.0.1 as the router IP (KB specifies 192.168.1.1 or myrouter.local), advised a non-standard 45-second reset (KB specifies 10-20s), and miscalculated warranty dates.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked structure: long silences, abrupt topic shifts, and agent admitted confusion ('I'm too quiet'), losing control.
C2 Not Met Confirmed understanding conf 85%
Agent gave complex browser settings instructions without confirming understanding, leading to repeated failures on pop-up blocker steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent committed to follow-up via email and promised to contact customer again, showing ownership despite unresolved issue.
O2 Partially Met Proactive follow-through conf 75%
Agent set expectation of email follow-up and promised response 'today', but no firm timeline for resolution was given.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be the first documented interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation occurred and none was warranted — agent correctly moved toward RMA due to suspected hardware fault across multiple nodes.
E2 Not Applicable Escalation prep & handoff conf 85%
No escalation occurred and none was warranted — agent correctly moved toward RMA due to suspected hardware fault across multiple nodes.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized and thanked customer multiple times, but tone remained procedural and did not fully acknowledge frustration.
X2 Not Met Tone & rapport conf 85%
Agent continued technical instructions despite clear customer confusion and inability to perform tasks like changing browser settings.
X3 Not Met Overall experience conf 85%
Customer repeated serial numbers, IP addresses, and receipt details multiple times; agent introduced unnecessary steps like remote session setup.
Call Transcript210 turns · 242 lines
Speaker 1
This is Lynx's technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynxis specialist. Uh, hi, Kimberly. This is Paolo from Lynx's customer service team. Level two. And the call is recorded for quality assurance purposes. Hello ma'am. You're most welcome. And uh, yeah, let me know if you're ready. All right. Now, according to the ticket, by the way, there are two nodes exhibiting um, uh, hardware problem. And um, I guess we're going to start to the uh, the first pair. No. Uh, do you recognize which one? Yes, ma'am. And before you start, by the way, can I have at least the last five numbers of the serial number?
00:00
Speaker 2
Thank you for calling me back. I'm ready. You want me to start with the original pairing? Okay, hold on.
00:00
Speaker 1
All right, let's start, uh, with that. And, um, I guess that's powered on right now. Okay. The second parent node that was, I mean the second child node that's about to be promoted as the Parrot node, uh, is that unplugged right now? Not powered on? Okay. The third one. Hah-hah. It's okay. All right, clearly you just plugged it in, uh, the original Parrot node. We're going to wait for two minutes. And, um, uh, that's actually the rebooting time.
01:00
Speaker 2
The last five of that parent node is serial serial serial is 0,1,1,5,3. Yes, I powered it on and I plugged it into the modem. Yes. Yes, and so is the third, you know, the second pair, uh, child. Yeah. Okay. [silence]
01:00
Speaker 1
And currently, Kimberly, what's the LED status of that LED, ma'am? Blinking blue. Okay. We'll wait for 2 minutes. And as you power that on, is that plugged into a main power outlet or power strip? All right. And by the way, while waiting for that, I have a question. Was there any power outage or power surge in the area?
02:00
Speaker 2
[silence] It's actually plugged right into the outlet. [silence] No, not to my knowledge, no.
02:00
Speaker 1
Yeah. still blinking blue.
03:00
Speaker 2
and someone's home in our house all the time. So I think, this is my husband works from home. So I think, you know, if if it did happen, we would have figured it out, you know? Let me take a peek. Yep. Yep. I
03:00
Speaker 1
All right, two minutes is still blinking blue. Now, supposedly, Kimberly, after two minutes, okay, they're gonna be seeing their blinking red or a solid red, but like you said, it's still solid blue right now, or blinking blue. Okay. All right, um, I'm gonna ask you to push the reset button, Kimberly, at the bottom. and then, once you push it, is the led status still, um, blinking blue? just blinking blue [silence]
04:00
Speaker 2
no, it's not solid, yes, blinking, right? Blinking blue. Yep, no red. right. Yes. Briggs, and I have to hold this, right?
04:00
Speaker 1
And you've felt that you're pushing that button. Okay. You're using a pen. Still blinking blue. Uh you may let go now. Now, uh underneath the, uh node, ma'am, can i have the name of the, uh
05:00
Speaker 2
Yep. I'm using a pen. [silence] Yes. Right? 'M keep holding the button?
05:00
Speaker 1
No. Well up shut up. That's Edward, david David rides okay, can see that. the iPad tablet that we can use. Let's use the iPad. I'd like it to go through the settings of the iPad. Go to Wi-Fi.
06:00
Speaker 2
yes it is I have my phone on and iPad what would be better right okay Okay, hold on.
06:00
Speaker 1
Why am I connected? What's the name of your Wi-Fi? Oh, okay. Now, can we... You're using an iPad, right? Now, I'd like you to tap the name of the network. And there's an IP address right there. Then I have it. [silence] Oh. Hey. Hey. Hey, how are you? Oh, I'm sorry, I'm not talking to you. Hey, my friends, are you okay? Yeah, I'm talking to my other friends, yes. Are you okay? No, I can't talk to you yet, sorry. Um, this is for something else, I can talk to you later, thanks. Bye.
07:00
Speaker 2
[silence] Yep, it's connected. [silence] Yep, it's connected to my own, you know, my name of Wi-Fi. Kevin max. Yeah. [silence] Okay.
07:00
Speaker 1
Yes. I know, know, um, uh, an IP address. it it all numbers. Is that one zero, is it one night? Three one. Now, the original parent, do you have a cable? Your fan a cable connected to it To the modem you mean. So, um, okay, and that is today yellow? Okay, now, uh, uh. Modem expand to the yes now, uh, from that the back of this parent, do, Do you we have another ethernet cable connected to it
08:00
Speaker 2
The Wi-Fi address is there? 3. A is in Apple. Uh, the... Oh, IP. I'm sorry. Yes. It's 10.0.0.31. Um, so the original parent node is going directly into the router. modem. Yes, yes, yes. directly into the extending box. I'm sorry. [silence]
08:00
Speaker 1
Okay, all right, we're going to use the iPad. Uh, is there a computer that we can use? Laptop or a desktop? Okay, let's power that up. Uh, while it's booting up, let's use your iPad. Uh, yeah, if you can bring it here near to the Perry and power it on, that would be great. The reason I asked, I trust more the browser from a computer than the iPad. Well,
09:00
Speaker 2
Yeah. Let me see, my husband, I mean I have an Apple desktop that I probably haven't used in a good six months, but I could power it up. And you want me to you want me to bring it? You don't want me to get it? Give me a second.
09:00
Speaker 1
They're just the same is that sometimes I get good results if it's a computer And bettery going. Right. Bye. Actually, going back to the node, the power adapters, that's plugged into that node, the parent node. Is that the one that came along with the linker box when you first opened this? Okay. We're good, okay, it's powering on. Okay, let's go back to the iPad. It is. Uh, let's go with a computer.
10:00
Speaker 2
this is going to be a whole new message. Oh, no. Very good. Let me make sure we're not. And then we're good. You know what? I think the computer's ready to roll, I think. Yes, it is. Shocking. Okay. You want the IP address of the computer. Yeah. [silence]
12:00
Speaker 1
and uh, make sure it's connected to your, your Wi-Fi name first. Okay, open up a browser on your computer. I mean, the iPad, sorry. Uh-huh. And then go to the address bar. And I'd like you to type this numbers. It's gonna be 10.0.0.0.1. [silence]
13:00
Speaker 2
well now it's coming all right go ahead let's use the IPAD for a minute what will you can tell me with the iPad I pay yep yep I'm with you
13:00
Speaker 1
and it's dull. What do you have there? Okay. Now, um, yeah, that's my question. You've disconnected to the Xfinity. Now, um, how long have you had the, uh, MBE 7000, ma'am? Yes, ma'am. Mm-hmm.
14:00
Speaker 2
Okay. That thing brings me to an Infinity page it says managing your home network system settings is now easier than ever to manage your gateway settings and other features please download the Infinity app meanwhile have on the computer the computers up and running you want me to see what is the MV7.th oh the linx The lincx I bought it when we lived in the other house so it i think it was right before we moved so I'm going to say it's two years. And my computer.
14:00
Speaker 1
Okay. The reason I ask, um, it doesn't matter how how old, okay, but I'm just tracking because uh the IP address that we got from your iPad is 10.0.0.31. Now and when you use the iPad, what showed up there is uh the Xfinity. What I'm expecting there is from the Linksys. Now, does your Linksys parent node and your Xfinity modem before have the same name or Wi-Fi name or different? Okay. It's okay. Uh let's go back to to the uh
15:00
Speaker 2
My desktop is a wireless desktop and it's connected to Tenmax as well. One. One. One. Yep. Infinity. That's a very good question. How would I know that? I have no idea. I can, I can click on, wait, hold on. I can click on right here, Xfinity one. The internet, yeah. No, hold, um. My desktop is connected to the internet.
15:00
Speaker 1
Okay, hold on. The name that you see there is spidity Wi-Fi. And what was the other name that you let your iPad connect through? So they don't have the same name. Okay. Our Okay. Now, uh, we're going to go back to your computer. I missed this one. Your computer has a Wi-Fi capability or a no, this is for wired. Okay. Causes, uh, what I'm trying to what we're trying to access there is
16:00
Speaker 2
[silence] It is not locked. It is network Xfinity Wi-Fi. No. I would assume this Wi-Fi is in my house because I'm not directly close to any of my neighbors. Um, I could, no, there's ports in the back, but I don't need them.
16:00
Speaker 1
through um ling sis do you have an extra ethernet cable Kimberly that we can connect your computer going to the parent node um yes let's do that ma'am let's do that ma'am yeah yes that's correct
17:00
Speaker 2
If I, no, but I could disconnect the one from the back of the modem and put it into my computer. Can I do that? That's the proper. Okay. All right, so I'm going to just disconnect this wire. So I'm taking this out of the modem. Yes. Okay, I'm taking this out of the modem. Um, so I also told her that the yellow, there's a yellow box on the modem and it has
17:00
Speaker 1
Okay. Now, when you say yellow? Yellow? Is that from the Node map or from your X TO modem? Okay, just remember the spot where you disconnected from the modem. But what I am asking now is from the parent node. It has also a yellow port right there. Is that where the cable is connected? I see. Okay. Yeah, that's okay. [Silence] right now are the computer that we're using is that a Windows 10 11 or it's a Mac it's a Mac. Now um we're going to temporarily turn off the Wi-Fi of that Mac computer okay because uh it's kind of strange we know that we're connected to the Wi-Fi using your iPad but what showed up there is they it's been okay turn it off okay all right now uh finally click on the um Apple symbol on the upper left and then go to settings system settings and go to network
18:00
Speaker 2
It's a Mac. Okay. Okay. Wi-Fi is off. Yep. I'm with you. Go ahead. Yeah. Okay. System settings. Okay. Hold on one second. Okay.
19:00
Speaker 1
And then, yes, once you go to network, go to Ethernet. All right. Now, ah okay, cause you connected this. Oh, okay, sorry, uh my bad. Now, um, the cable that is connected to the parter node is on the yellow port, right? But I mean it was. Um... So, tell me the physical connection right now. The computer is wired to the modem? Or the computer is wired to the... to the modem? Okay, there you go. Um, uh, we have a problem. Yes.
20:00
Speaker 2
Uh, yeah, it's attached to my network. Or sorry. Well yeah, he he he is. The it was. Yes. Cuz I took it in and once my computer OK ABO, sir, I'm I'm so sorry. I'm getting myself confused. Uh, the ad, ad, the, uh, Oh Control, my computer, is that how it's supposed to be?
20:00
Speaker 1
Okay. What I'm asking is, the cable from where the, where it's connected to the parent node, is it on the yellow port or the other four? Yeah, okay. Disconnect it from the yellow port of that node and connect it to the other four, any of them, it doesn't matter. All right. Now we're going to go back to your computer and you said it was not connected. Can you check it now, maybe it's different? Okay, now you have an option there to turn it off and on.
21:00
Speaker 2
Okay. So then I'm good. I'm sorry. Go ahead. Yeah. Yellow. Right? Okay. Okay. Okay. System Settings network. No, not connected. [silence]
21:00
Speaker 1
Let's do that, man. Listen to the internet. Oh, by the way, did you click Ethernet? Okay. Yeah, you don't have an option there to turn it on and off. So, uh, no IP address there. No, no, no. We're uh using Uh, hold on. [silence]
22:00
Speaker 2
The Wi-Fi? Okay. Yes, it says ethernet, it's a red dot and it says not connected. Then underneath it, it says delete service or make inactive. And then it says details. Those highlights. No, just the Wi-Fi. So I can turn off the Bluetooth. So also, the Wi-Fi and the Bluetooth. Would you like me to do that? Oh, no, if I turn off- yeah, if I turn off the Bluetooth, then my mouse won't work, okay, go ahead. I'm sorry. Network. HDMI network. You know what, what if I click details, will it tell me
22:00
Speaker 1
yes. Alright, uh, can we click on the, uh, upper left again? The, the apple symbol? Yep, you have their about this Mac. And you miss it, uh, no, there should be, uh, the name for the operating systems. Is it you miss it? Yes, Ventura 13 point
23:00
Speaker 2
I addressed that I it says limit IP address. It says limit IP address tracking by hiding your IP address from unknown trackers in Safari and mail. Can you elaborate it's on where I'm on it? It says processor. Right. Is that what you want? Is that what you need? [silence] Uh Ventura? 13.7.5 is that what you need? 7.5.
23:00
Speaker 1
Alright. This one is that couple of things can't one second. while we, while waiting for this. Now, um, can you transfer the Ethernet cable from another port, ma'am? But don't connect it to the yellow port. Yes. Uh, Mhm. Now go back to the computer. Is it changed right now? It transfer. I mean, uh, the Ethernet. You said there's no information there.
24:00
Speaker 2
[KEEP_UNCERTAIN] So we saw on like, say, the first one, you want me to put it on the second one? There's this four, okay. [silence] Okay. [silence] Okay. [silence] how do you, what do you mean? Is it going to transfer? [silence] No, it still says not, not connected. [silence] Let me shut this off.
25:00
Speaker 1
That's connected, right? Alright, we're gonna do, um, recovery procedure and, um, I'm gonna send this via email. Uh, once you receive this, um, we're gonna do it together, okay? It's kinda, I would say, uh, true bit tricky.
26:00
Speaker 2
And [silence] um let me [silence] go to system settings [silence] I'm gonna go to network [silence] and nope [silence] not connected [silence] okay? [silence] okay? [silence]
26:00
Speaker 1
Tastic but I'm sure we can do this. Hold on. You can pull it up in your phone.yes. It's uh screenshot. I'm I'm about to and let me verify first your email. email address
27:00
Speaker 2
Okay. So my email, I'll pull it up on my phone. Okay. Actually I'll pull it up on the IPad. Is it a text or a...? Okay. One second. Email. Did you send it? I got nothing. Oh, okay.
27:00
Speaker 1
be address is Kimberly.51@Gmail.com. All right. sending right now. already did just now.
28:00
Speaker 2
young. Correct. Could you send it? OK, tell me when you do. OK, let's check. uh nothing yet oh wait i have oh no that was just password reset no nothing yet [silence] i'll send you out
28:00
Speaker 1
Ok. And uh, you have you have 10 steps right there from 1 to 9. They're kind of um
30:00
Speaker 2
[silence] I'm there. Oh, he has technical support. I got it. Okay. [silence] Oh, I I've unplugged it. Two seconds. I've unplugged that one. I've unplugged it already. Two seconds, five seconds, two seconds, five seconds, two seconds, five seconds. Yep.
30:00
Speaker 1
You've done that with the level one. [silence] You have done this with the level one? Uh one second. All right, so anyway, we're gonna uh try this one more time, ma'am okay? Uh just while we don't we've seen. [silence] Yeah. [silence] Anyway, so um yeah, I believe. [silence] Okay. [silence] So um yeah, uh unplug it um unplug the power from the router. [silence]
31:00
Speaker 2
I've done that. Connect power. This will usually take a bit longer than normal boot up. Wait about ... Yep. We tried this before. I'm sorry. Yes. [silence] Want me to do it again? Sure. Okay.
31:00
Speaker 1
wait for two seconds. Yeah, plug it back in. Wait for five seconds. And after five seconds unplug it. And then wait for two seconds. And plug it back in. Wait for five seconds. When it's five seconds uh, unplug it. And then wait for two seconds. And plug it back in. And five seconds. Uh, uh, unplug it. And then wait for two seconds. And then plug it back in. Once you plug it back in, wait for five seconds. And then, uh, plug it back in. And then that would be the last plugged in and we will wait for 2 seconds. And right now, while waiting for two or four minutes, what is the LED status of the node? Blinking blue, okay.
32:00
Speaker 2
It is the light is blinking blue. Yeah.
33:00
Speaker 1
Still blinking blue. And what was the network name that? Sorry. I'm sorry. Peter Max? Max. Patrick.
35:00
Speaker 2
Now that I have my own network name is Ted and Max said T. E. D. at and the word and a and the third word is max and that can't
35:00
Speaker 1
All right, okay. Now we're going to go back to the iPad a little bit, okay? Can you check if that Tea&D Mac is still um there and um, if it's there, uh can we connect it to that network? Yes, uh, we're going to go back. Can you check?
36:00
Speaker 2
well blinking blue okay okay hold on one second yep it's connected toCanada max now what do you want me to do
36:00
Speaker 1
again, the IP address right there, because I know it was ten dot zero dot thirty one. Uh, tell me what do you have there? Uh, no. Um, you have to tap the name. It's Ted, uh, and, Ted and max. It should give you their IPS.
37:00
Speaker 2
yeah no it's uh 31 I thought it was mine hold on my phone's gonna die just really to get wired okay let's see uh settings where do I find the IP address and my IP tell me again about Wi-Fi oh general did I go to general oh oh okay okay yes I remember that okay hold on okay okay
37:00
Speaker 1
Same thing, but we're not going to use that. We're going to use the default IP address. Now, I'll open up a browser again. And what browser are you using, by the way? Google Chrome? That's right, dad. If you're ready, let me know. It's supposed to 10.0.0.1. And hit go. That's 10.0.0.1.
38:00
Speaker 2
IP address, 10.0.0.31. Yep. Uh-huh. Um, it's on my iPad. God only knows. I think it's Google. Oh, hold on. Is, yes, I'll open Google Chrome. I'm good. Yep. Yep, it's up. Okay, I'll, oh, one second. 10. 0. Dot. I
38:00
Speaker 1
This is asking for an admin password, right? But on the lower right, there's a field right there, uh, the lower right, you have the reset password, is it giving you a bunch of results right there or no? Okay, OK, what we're aiming here is that we're, yeah, we're aiming.
40:00
Speaker 2
it's all right. on fire. nope. let me just let you see. it's a very long, you've got to scroll for a long time until you get to the bottom. ip address. final thoughts. the ip address is your king and nobody can still control if your Wi-Fi allows you to personalize. security tips for a safe router. up. trying to see if there's like something I could click on to change the password. is that what you want me to do? oh it says it's invalid. it says nzr traveler oh no no not that. okay.
40:00
Speaker 1
uh, no, uh, it's 10.0.0.1. there's period before 1. So 10. period. yes. All right. Okay. Uh, can we can we connect your computer, uh, to the modem, ma'am?
41:00
Speaker 2
Am so sorry. And let me just type it again. I think I typed the wrong thing. That one. It's two os. 10.001 CORRECT. Okay. There's no period before one. Okay. So it's 10.0.0.1. And that that brings me right to the Xfinity page that I had earlier today. Yep. That's managing your home network time is now easier than ever. Connect to my computer.
41:00
Speaker 1
just like earlier, uh you you made a mistake instead of the nodes. Okay. all right, can you check if you're online this way? [silence] yes, ma'am.
42:00
Speaker 2
[KEEP_UNCERTAIN] Uh, yes, yes. Yes. Yes, yes. Hold on one second. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. okay, okay. Okay. Okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. Hold on one second. Okay, you want me to check now the computer if it's, uh... Okay. Okay. Okay.
42:00
Speaker 1
You don't turn on the Wi-Fi? Yes, I want to know if you have internet when your computer's wired to the modem without the Wi-Fi? Yes. What's the IP address right there? The IP address right there. 111. Okay. Now, um uh Kimberly, is it okay if I do remote access in that computer, ma'am? Uh there's a bit confused. [silence]
43:00
Speaker 2
Oh, Wi-Fi. Oh, I have the Wi-Fi turned off. So, I will turn the Wi-Fi back on. Don't turn on the Wi-Fi or turn it off. Oh, without the Wi-Fi. Okay. Yes. Uh, okay. Let me do that. Now, you want me to go to network? Network, uh, ethernet, ethernet is connected. What IP Oh, you want me to click on that and that is the I.P. address is 10.0.0.101. Sure. [silence]
43:00
Speaker 1
Oh, open up a browser in that computer and then um I'd like you to go on this website. It's going to be uh I go. It's going to be uh
44:00
Speaker 2
Okay. Like that's all right. Okay. Okay. I'm sorry. Everything's wireless and it's like been sleeping for two years. I/G t t t t p s. Okay. Go ahead. oh yep yep yep yep so Zoho z o h oh okay okay go ahead
44:00
Speaker 1
What do you have there? Hold on. Let me do the shortcut. Is it giving you a bunch of results right now or no? Let's go there. Is it asking for a session ID now? Uh, how about this? Can we go to google.com? No, no, no. Google.com. It's a website. All right. Now, in the middle [silence] of the Google website, there's a small search bar right there, right? [silence] Okay, uh, let's type again what I gave you earlier. It's H-T-T-P-S colon D O O M. Join. There's a join. Join. J-O-I-N JOI. J-O-I-N and then period, and then Zuho, .Zuho.com. Uh, is it is it the first one? The is it the first result?
46:00
Speaker 2
Yup. Okay. And then it's Zoho. Zoho. Oh, hold on. Okay. So https, the two slashes, and then join. Go ahead. Yeah. Okay. Okay. Perfect. And now it says Zohoassist. Do you want me to click on that? Or it says join remote support.
47:00
Speaker 1
All right, let's go there. And is it? Yep, I have it ready. It's going to be 316-082347. Yes, you got it, man. And click Join. Oh yeah, type your name in. What do you- It's 316-082-347. I'm gonna lose my temper with these two.
48:00
Speaker 2
Yes, it's Zoho Assist. [silence] Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. okay. 3 1 6 0 8 2 3 4 7. [silence] okay do I [silence] do I put my name in? [silence] Okay. [silence] Okay, join session. [silence] It lost the session ID. try try it again. Uh huh. Uh huh. Uh huh.
48:00
Speaker 1
What browser is that, by the way, can we, uh, I'm sorry. Do you have Google Chrome on that computer? Okay?
49:00
Speaker 2
when I click join sessions it erases the session ID number. It is, I thought it was Safari, but when I, we pulled up Google. So it's Google. Oh, this says Safari. This says Safari. Safari good question Let me uh right let me get out I'm gonna quit Safari all together hold on any two seconds okay, Google com, oh, yep, it's right here, okay, I'm good, all right, hold on, yeah, there you go, wait, oops, no, that's not it, okay, wait, come on, there you are, no, there you go, okay, oh, this is Google, this is Chrome, um, it, it says something went wrong when opening your profile, some features may be unavailable, oh, gosh, holy, I'm gonna decline this, and then it says Google, chrome, helper alert, notifications, may include alerts, sounds or icons or badges, I have no idea, option, oh, allow, okay, let me see som, [noise] [silence]
49:00
Speaker 1
Well, yeah, I want to do this remotely because it doesn't make sense, uh because the parent node is totally disconnected. from the modem and what showed up there is the Ex-Pain page. It's not supposed to do that. Okay, I want to see it myself basically. [ silence ]
51:00
Speaker 2
Okay. Um, she'll probably be asking me my password, because I have my password. Is there someone who... it's locked. Okay. hold on. Shit. Uh, I don't know my password. Hold on. [silence] To keep your account, it's Facebook once more. Type yes on your phone or tablet. would if I had to open Google, as that was telling me to do. Yes. I'll get a verification code. That's even easier. I have verification confirmation codes. I'm sorry. Thank you. Enter the code. G graft. I'm sorry. Yeah.
53:00
Speaker 1
savez que lys compte maximale sédéis más más [silence] [silence] muitas más [silence]
56:00
Speaker 2
I don't know, you can update your password now. I want to magnify this. How do I pay me ass? Yes. I apologize, this is a big pain in the ass. We couldn't verify you. Come on. Can't I just get on the internet? Let's just hold on a minute. [silence]
57:00
Speaker 1
Kimberly I'm just letting you know I'm here, okay? Maybe I'm too quiet
61:00
Speaker 2
Uh, yes, uh, I, I am, I am here. It's okay. Okay. I'm trying to figure this out. I sincerely apologize. [silence]
61:00
Speaker 1
OK. uh-huh it opens you up. Okay. Uh, I just need to do remote actions with that. Okay. Um, Yahoo, um, go to, so you're, you're online right now, right? I don't know how you did that, but we should be getting internet directly to the modum.
66:00
Speaker 2
Okay. It says your Chrome has been updated. I had a hookup to my Wi-Fi that's I think what did it. Okay. So, where do you want me to go now? AOD. Right, hold on. Hold. on.
68:00
Speaker 1
Okay, and then let's try that again, https://join.Zoho. O for Oscar H for Henry O for Oscar.com .
69:00
Speaker 2
Start hearing. Ask anything. Anyway. Where the hell am I? I don't Have a search engine. I'm so sorry. Okay. I mean, Google. HTTP. Uh huh. Join. Right, right. Okay. Okay.
69:00
Speaker 1
And is it asking for a session ID? And it's going to be three, one, six, zero, eight. Hold on. It's about to expire. Let me just get a new one ma'am. Yeah, the new session ID is going to be 2.84083865. And it's going to ask you for your name.
70:00
Speaker 2
yes, go ahead 16. go ahead. I did. And when I click session, same thing. The session ID disappears.
70:00
Speaker 1
Uh, pop-up blocker right there, that you need to turn it off. Yeah, hold on, let me try check how to turn off pop-up blocker in a Chrome. Okay. Uh, you go to, settings. and then go to privacy and security. And then you have their site settings. And, And then uh you have their pop-ups and redirects. Go to site settings.
71:00
Speaker 2
I have no idea. Would it show me? Wouldn't it pop up if there was something there? Okay. Hold on. Oh. Hold on. Privacy and security. Go. No. After I click privacy and security, where do I go? Uh,
71:00
Speaker 1
uh...right settings and then after that is pop ups and redirects settings uh... maybe i'm using Google Chrome. I'm gonna follow the instruction. here one second um
72:00
Speaker 2
I'm in privacy and security. What do I click on now? Yes. If I go into settings, it says, It says Wi-Fi, Bluetooth, Network, Notification, Sound, Focus, Screen Time, General, Accessibility, Control Center. It does not say popups. Password, Internet accounts. It does not say popups.
72:00
Speaker 1
in Chrome, click more. Click privacy and security. Umor. Ah, there it is, privacy and security site settings. After site settings, pop-ups and redirects. Ah, it's at the bottom, ma'am. If you scroll down, pop-ups and redirects. It's content, third-party cookies, JavaScript script.
73:00
Speaker 2
Why can't I just send this to you? Sir, I have pop ups. Okay.
73:00
Speaker 1
And then images. Go. That. No, privacy and security, and then site settings.
74:00
Speaker 2
Wait, we're going to go through them, sir, sir, can you just slow down? I clicked on my settings, system settings, now where do I go? Accessibility you said. Okay. Okay, just one second. I, after I go into my settings and I click privacy and security. I have no, there is nothing. Input screening recording, pass key, automation, app management, analytics and improvement, Apple advertising.
74:00
Speaker 1
So, if you go to privacy and security, you don't see an option for site settings? Um, okay. Uh, if you look at on the upper right, this is Google Chrome, right? Google Chrome. Yahoo. Uh, okay. YH.com. Uh, how to turn off
75:00
Speaker 2
nope. nope. can't. nope. it says location services, contacts, calendars, reminders, photos, Bluetooth, microphone, cameras, home kit, speech recognition, media, and apple files and folders. just go, no, I can't get into Google Chrome. I'm in Yahoo. I have no idea why. I have no idea when this game [silence]
75:00
Speaker 1
[silence] Do you have like Safari as a browser? Can we try that then, Safari and [silence] Yes, HTTPS://join.zoho.com.
76:00
Speaker 2
And then you want me http Mhm And join.
76:00
Speaker 1
It's going to be uh 284. 083. 865.
77:00
Speaker 2
Okay, and the session is 284 230838565. Nope, same thing. I click on join session and it disappears. [silence]
77:00
Speaker 1
uh can we try this uh... there are two nodes that is promoted as parent node right um the one that is powered on right now i'd like you to disconnect okay Oh okay. Does that computer have a um... an uh... uh oh. um huh
78:00
Speaker 2
Yes. Hold on one second. So can you hold on one second? Hun, are you still working because my my computer isn't working. Can I use your laptop? Yeah. Can I bring it in here? I have to connect it.
78:00
Speaker 1
I mean, the laptop, does it have an Ethernet port? Oh, https://
79:00
Speaker 2
Google, okay, Google Chrome, yes, I'm going to connect it right now. Hold on one second. Let me take out. this. okay Let us try it now. H one.
79:00
Speaker 1
of the session ID is 284083865. And your name? uh, no, it's 865.
80:00
Speaker 2
Okay. Okay, let's try this again. Okay. Go ahead. The number? Two eight four zero eight three eight six five. The session ID, the session ID is invalid. Verify the session ID with your technician. Two eight four zero eight three nine six five.
80:00
Speaker 1
All right. I see them at peak yep. Yep, okay. Yep.
81:00
Speaker 2
Okay, perfect. Hold on. Thank God. We start. Join session. Woohoo. All right, let's go back to it. Agree, agree and download. Okay. I don't see my mouse anymore, so why not have it just okay. Double click. Go ahead. This says double click ZA connect EXE to join the remote session. Where is that? Where do I see that? Okay. Double click the downloaded agent and accept the prompts to connect to the remote support session. Windows protected your computer, Microsoft Defender, SmartScreen prevented an unrecognized app from starting. Is it possible to start a remote? Give me a.[silence]We're trying to make a remote, so he can figure out what's going on.[silence]When I go to download it, it's blocked because of the work computer. Can you try to get Google Chrome on this on my desktop? Can you try that? See, that's not Google Chrome, it's still Safari. So, click on Google Chrome.
81:00
Speaker 1
Okay, let's try something else, okay? Uh with your husband's computer. Uh we're gonna going to, um your husband's computer. Uh we will wire the laptop directly to the Perrissima, just like we did to the Mac computer earlier. Mm-hmm.
83:00
Speaker 2
I don't know, watching for the guy. I can't do it on his computer. I tried it again. Okay. Yeah, who comes up? What the hell is that? No, I can't do it on his computer. I tried it again. Okay. Now I'm talking to the guy. Um, hold on. You wanted to go from the parent node, the first parent node.
83:00
Speaker 1
Yep. And the other end, too. Ah, no, no. Uh, to the LAN port, not to the yellow. And, uh, we're gonna temporarily turn off the Wi-Fi of your husband's computer. It's okay. I'm gonna walk you through, okay. I guess your husband's... Perfect. Now, uh, we're gonna open... A browser. We're not gonna expect internet connection. Open up a browser on that computer. Google Chrome
84:00
Speaker 2
and i go back to the yellow do i go back to the yellow um one to one of the ports the other port okay how do i turn off the Wi-Fi from the computer how do i Sorry. how do you turn off well wait one second he's gonna turn it off turn it off because I connected it to I want we want to say this worked disconnect click on perfect okay Wi-Fi is off now what we can up
84:00
Speaker 1
Yes. And then. Oh, okay. It's okay. I'm expecting that to happen. Okay. Now, I'd like you to type these numbers. Are you ready? and on the address bar. And then it's going to be 10.0.0.1. And press enter. It's okay. Now, let's try this other numbers. [silence]
85:00
Speaker 2
- on this? - I can't . - I can't . - I can't it won't let me cuz there's no internet. - Where do I type it? Okay, all right. Go ahead. Yep. And it says no, it it says no internet.
85:00
Speaker 1
1.92.168.1.1. Uh, there is a dot. It's a 192.168.1, then... 1, okay? Alright now, um, yeah, I guess we're gonna proceed to the next. I'd like you, to disconnect the current parent node from the outlet. And like, I'd like you to grab the other one that was promoted as a parent node. Let's power it on. Yep.
86:00
Speaker 2
Okay. Yep, go ahead. Yep. Yep. 192.168.1.1. Yep, yep, good hold. Same thing, no internet. Yep, I put all the dots in. So the second one that I tried. Okay, go ahead. I have it. What do you want me to do with it? Connect it to the power. Okay, hold on one second.
86:00
Speaker 1
for now let it reboot okay and can I have the uh last five numbers of the serial number of that node thank you ma'am and then um we're gonna wait for two minutes and uh what's the led status of the okay, and the power adapter is the one that came along with this no right that came along with this linksys box. So yeah, we have to wait for two minutes because maybe along the way that no a node will have a blinking red and that's the best time to reset the note.
87:00
Speaker 2
Blinking blue. Yes. Okay.
88:00
Speaker 1
Okay, one minute to go. Is it still blinking blue? Okay. All right, now I'd like you to, let me check, uh. According to the, um, ticket here. Uh, which we will verify this from a receipt coming from you. Uh, this is 2024.
89:00
Speaker 2
So, I'm I I'm I I am I still under warranty? Am I still under warranty for these things or no? This is my second Lenksey system. The first one lasted a really long time. This one, I don't have that long. Oh, I have no receipt. Sorry. I have I have no receipt. There is no way I have a receipt from these. And for um, oh, you know what? I bought it on Amazon. I bought it on Amazon. I'm almost positive. [silence]
90:00
Speaker 1
an account from Amazon, right? close enough, uh with our data here, um but peevealita on the receipt. Okay. We're gonna proceed to the second, uh child node, or parent node, sorry. It's still in warranty if that's the case. If you, if it's February of
91:00
Speaker 2
I'm going yeah yeah yeah I'm going now hold on I want my personal orders it was under best buy yep I bought it I ordered it on February 28 2024 so is it is it you is it too old
91:00
Speaker 1
You said February [silence] you said February. Sorry, let me let me do the counting. And you purchased this from again from Best Buy? Amazon. Well, I'm afraid I apologize for this, ma'am, for this particular model. Okay, there's a three-year [silence] uh, I hate to say this, but it expired uh February 24 of 2021.
92:00
Speaker 2
February 24th, 2024. Amazon. But I paid $855. Please tell me it's in warranty. [silence]
92:00
Speaker 1
six so from February three years man three uh, hold on, let me count, maybe I'm wrong, sorry, uh, uh, so February of 2024 so I'll start the year 2025, 2026, 2027, you're right, you're right, you're right, yeah you're still covered. Okay, I apologize ma'am and right now the the first parent note, I took note of that troubleshooting we did, uh,
93:00
Speaker 2
So it's only the warranty. But wait, you just told me the warranty is for three years or two years? You just said three years. So then I'm in still in warranty. I'm in warranty until 20, February of 2020. Three years. This has been a loud conversation. I don't blame you. Okay. Can we just can we just tell me how to get rid of these then and just start another one? Can I do that? [silence]
93:00
Speaker 1
there's something wrong with it, okay we're gonna go to the secondary child node, I, I mean, parrot node, hopefully we can revive it, okay and if uh... yeah, let's start pushing the reset button of that node, the second one alright and is it still blinking blue? Uh... I'll let you know when to release it. when you push it is it is it still blinking, blue?
94:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. You want me to hold? Yes. Okay. I'm still holding it in. I haven't let it go. Yes. It's still blinking blue. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
94:00
Speaker 1
And this is plugged in to a main power outlet, right? Okay, you may let go of the reset button. Okay, we are waiting for two minutes. Sorry. Sorry, I have to follow that two-minute timer. The reason and while waiting for that two minutes, can I have the name underneath that node? There is a [silence]
95:00
Speaker 2
yes, it is it's plugged into the exact actual outlet, okay. Is still blinking blue. That's okay. No, no, no, it's okay. I appreciate your health.
95:00
Speaker 1
would you set up something same way the first one Be nine zero
96:00
Speaker 2
Yes, DELL setup, hold on, I think it says, does it say 077? 077? I gotta get my glasses, hold on, I think my husband took my reading glasses, hold on, okay, come on, what happens when you're old? Hold on, there they are. Okay, wait one second, one second, let me see, it says, oh, DELL setup B90 I'm sorry.
96:00
Speaker 1
but the one with E d D is unplugged right now, right? Okay, because, uh, that's unplugged. Okay, we're gonna go to your phone. Okay. And go to settings. Go to Wi-Fi or wireless. And do you see that name Belop setup b9o? Hold on, uh, that's the thing, uh, you're still connect- that's when I'm confused because you're still connected to the Ted and Max and the original parent node is unplugged. I thought we're uh, connected to that um, to that um, Wi-Fi.
97:00
Speaker 2
Yes. Yep, that was that was the original parrot. Okay. Yes. Okay. Nope, I'm connected to Ted and Max. Or I can connect to Y1. I have no idea. Maybe that I changed [silence]
97:00
Speaker 1
Okay. It's okay. Anyway,
98:00
Speaker 2
maybe maybe we, uh, maybe my, maybe my maybe my Xfinity is X The Max. I honestly don't remember. it connected to, so, underneath the Wi-Fi, right? You know how you have all the names. Underneath the Wi-Fi, it says my networks, and it says Xteacher Fi. I click on that, and it changed. Alright, hold on. Oh, it just disappeared. Oh, there it is, okay. So, Xfinity, alright, if I join, join this network now it's able to join the Xfinity network.
98:00
Speaker 1
We'll, we wire your laptop. Your husband's laptop to this mode. And uh, don't use the internet. Just the port. Oh, okay. Sorry. I'll get... Yes. The second node that we're working on. I
99:00
Speaker 2
Hold on one second. I gave it back to him. I've been using, you didn't turn on the Wi-Fi. Did you? Did you turn the Wi-Fi on your computer? Can I have it back? Where? Where, in the office? I'm sorry. Okay, I got his computer. What do you want me to do now? Connect it to the node? Okay, hold on one second. What can you um open it? [silence]
99:00
Speaker 1
no Wi-Fi. Yes, Sir. Yes, ma'am. All right. We're gonna turn off the.
100:00
Speaker 2
So you want me to connect with the internet of Exfinity. You want me to connect to this to this. Okay. Okay? Connected. [silence]
100:00
Speaker 1
All right. Now, since we reset this one, uh, we're using, um, uh, Windows 10 now. Can we click on the Windows logo? It's on the lower left. Okay. Um, Kimberly, we're not expecting internet. We're just checking, uh, if there's a hardware problem. So, uh, if this is, uh, Windows 10 or 11, do you see there's like a four white boxes in the middle or four, four boxes like a start button? The computer, yes, you're right. Computer.
101:00
Speaker 2
What are you talking about? Click on where? I have no internet. I have no internet on the computer. So where am I, where am I looking at? I'm looking at the computer?
101:00
Speaker 1
There's a start. Yes, it's like a start button and there's a search bar right there. uh... it's, do you see there's a search bar in the middle or in the left-hand side? Is that the search bar from a browser but on the operating system?
102:00
Speaker 2
And you want me to look for a form? Go ahead. I have no idea this maybe. What you want to know the system it's running on? No. No. I have no. I have a search bar up here. Go ahead. What you want to know? Typing something in there? Yes. I think yes. like I can type something in there. But it won't go to it because I have no internet.
102:00
Speaker 1
Ah, so you're talking about the address bar on the browser. I see. Now, uh, let's try this one ma'am. Um, erase everything on the address bar. And, um, uh, since we reset that for more than a minute, uh, can we type this one. 192. Again, we're not expecting internet, okay? Uh, uh, I'm going to give you the numbers. .168.1.1. Uh, what do you have? The page cannot be displayed. Widescreen the dinosaur? No answer. Let me just type that in.
103:00
Speaker 2
I get a little picture of a dinosaur and it says no internet. Okay. Okay. Okay. Okay. uh-huh. Okay. No internet. No dinosaur. Yep, the dinosaur says no internet.
103:00
Speaker 1
all right yeah we can't do ping uh oh let me just take not fear right inside is not broadcasting reset um all right it's okay you you're okay it's just that you're not good with windows and you're good with Mac computer it's okay um
104:00
Speaker 2
I'm so sorry, this is giving you a hard time, yeah, Mac I can do, I'm good.
104:00
Speaker 1
I'm I'm I'm so good with Windows, but I'm not good with Mac. Just to let you know. All right. Okay. Anyway, so we're going to skip this. Okay. I'm just going to put because if we can't reset this one, we have a problem. Okay. So, I know you push it for 60 seconds. The minimum requirement for a reset is, um, uh, just 45 seconds, right? Right? Okay. We're going to go to the third node now, and I'd like you to the one that we're working on. We end with 0088 ends with 00384. Unplug that one. Um, the last one yeah [silence] sorry the serial number you're kind of static there what was the [silence] developed setup [silence] OE1 and the last five numbers of the serial number for that
105:00
Speaker 2
He unplugged it. Yes, that can be. Let me just go grab it. Okay. This one is OE1. OE1. You said it's on verbal setup OE1. E is an Edward. 01239 apart from brink and blue. [silence]
106:00
Speaker 1
and while I it's powering on is it blinking blue blinking red blinking alright Yeah, you may start pushing the reset button on Kimmerly. Push it Now. And while you're pushing it, I have a timer here. Uh, is it still blinking right Now? Blinking blue. Okay. Was there any strike of thunder storm before this Happened, ma'am? [silence]
108:00
Speaker 2
Push it now? Okay. Blinking blue, yeah. You know what? I don't really know exactly what day it stopped working. We noticed it wasn't really working right. Everybody was complaining, but I didn't have a chance to look at it and I'm
109:00
Speaker 1
I see. and you may let go of the reset button. okay. we're gonna use your husband's computer again. Let's connect a cable from that computer and the other end goes to the LAN port, not to the internet port. and um oh by the way, yeah, continue connecting the laptop to the node, but go to the [silence]
110:00
Speaker 2
um yep hold on yep hold on yep hold on yep got it okay so just out of curiosity what are the steps if we can't make this work um
111:00
Speaker 1
Uh, will be revive me vim. yeah okay. uh, the first two ones is having a hardware problem we can't. uh, you reset that one, the LED status and you reset the first parent node multiple times. we use the IP 192.168.1.1. the Wi-Fi is off on your Mac computer and stale that page and you don't see the name. And you said this is plugged into a main power outlet, right? uh, the reason why we we have the it's because sometimes the power strip does not give enough power for the nodes. Okay, those are the basics. Alright, then I appreciate this cooperation, ma'am, okay?
112:00
Speaker 2
Yep. Got it. Actually, do you know what, actually, now that I'm thinking about it, so that one is the one I've gifted. Out of all three of them, the parent one is always, it's in the Wi-Fi box, you know.
112:00
Speaker 1
Power surges. Yeah, power. I'm done. Okay. And yeah, even a strike of thunderstorm, you know, this ones are broadcasting, um, frequency. Okay. So. Anyway, so going back, I guess that's more than two minutes. So, can you check on your phone, your lap top? [silence]
113:00
Speaker 2
when they build a new house. Now they make these boxes and they put the Wi-Fi stuff in them. Uh, yeah. Yeah, yeah, whatever it's called. Yeah. So that's, that's where that stuff is. And, um, the other one, the second one is plugged into the wall, directly into the wall. and the third one upstairs might be in a power strip, the one we're trying now. Sorry. Sure, let me, say, my phone, uh, has, it's, uh, it's, it's, uh, well connected to Ted and Max. Looking for other networks. Give it a second.
113:00
Speaker 1
There's no velop setup 01e. Okay. All right. We're going to proceed. So the laptop is wired to that uh port right now and the Wi-Fi is off, right? For the laptop? Okay. Now uh since we can't do a ping because they don't recognize that, I'd like you to open a browser there. And then same thing uh I'd like you to type the numbers 192. dot Okay. .168.1. 1. 1. 1. [silence]
114:00
Speaker 2
Nope. Can't know. No. Correct. Yes. Yep. 192.184.31.3. Yes. Yep. 192.168 dot one dot one Nope, the dinosaurs back. So do you think that's what it was? Wouldn't my whole house have been hit by lightning though? Wouldn't it screwed up everything else? [silence] All right, OK. OK. Go ahead. Yes.
114:00
Speaker 1
right beside it. But right this. Okay. I'd like you to click that, um, four boxes. Now, from the top, there's a search field right there, right? Search field. I'd like you to... Okay. And type this one, yeah, type these three letters, C-M-D. That's Charlie, Mary, David. And it's going to give you there, a black screen.
117:00
Speaker 2
Okay, hold on. I don't see it. I don't see a magnifying symbol. Hold on one second. I see the four little blue boxes, but no magnifying. I see the four little blue boxes. Okay, I'm clicking on the four boxes. Okay. Oh, I see it. Yep, yep. Good. Do you want me to type something in there? Go ahead. Okay, CMT yeah. It says cdtrans.
117:00
Speaker 1
Yep, open yes, ma'am. Click that one. Yes. All right. Do you see there a blinking cursor? Perfect. Okay. I'd like you to type this one: P-I-N-G. ping. Okay. And then space on your keyboard, the single space. And then I'm going to give you these numbers. It's 192.168.1.1
118:00
Speaker 2
Command from command prompt. Will let me to open it. Click on open. Okay. Go ahead. Black'sfen I'm with you. Microsoft Windows. Yes. Go ahead. thing. Okay. Uh-huh? Hmm. Hold on one second. Hold on one second. Okay, guy, one nine two dot one six eight. Yeah.
118:00
Speaker 1
And press E-N-T-R. Thank you for that. four times destination post. all right thank you ma'am uh... i i just need to we just need to go back a little bit with the other two ma'am okay this is very important because uh... this uh... this tells us that the node is not responding so i'd like you to unplug this node uh... zero one two three nine and then connect it to... yeah yeah connect the laptop to the uh... other patch
119:00
Speaker 2
Okay. 1 dot one dot one dot one enter okay it says ping 192 1.6811 request timeout reply from 10... destination not reached. It says destination host unreachable. Okay. Okay. Taking out the the power and away from the computer. OK and which one you want me to do next?
119:00
Speaker 1
parent node with the serial number zero zero three eight four. That was the second parent node. I know you unplugged that one. All right. Uh I'd like you to close that black screen. We're gonna open it later. Okay? Okay? And we're gonna wait for. Okay, we're gonna wait for two minutes because if we ping too soon okay might be the node is still rebooting. Okay?
120:00
Speaker 2
Okay. Second one is, I just want to check. Zero zero zero, three-a-four. Okay. Okay. Type this in. Yep. Hold on. I'm getting fast at these lawyers now. All right. Okay, my friend, go ahead. I got, down to the users. You want to do the ping again? With the same numbers? Okay, close in there. Go ahead. Okay. The node is blinking blue again. Okay. Okay. You tell me when. Ah. You know what? Let me go get. I got the wire over here for the other one. Hold on. Let me go get it. All right. The only problem is the only place I can plug it into.
120:00
Speaker 1
power outlet to the second one. It's okay. I am this. Um, OK. Um, OK. So let it, powered on. And we're going to go back to the laptop and the node, uh, serial number M 00384. And I'd like you to click the start. OK. And then, uh, type CMD. CMD again. CMD Charlie there.
122:00
Speaker 2
no, I'm trying to figure out, it's black, oh, no, no, this is my little vacuum, I can unplug this, there's only two outlets in the, um, you know, in the thing, so, all right, yep, holds on, let me go get that wire, Oh, back here, one, okay, okay, let's see, all right, plugged in.
122:00
Speaker 1
Yep. Okay. Command prompt. And then you will see there again, the blinking cursor. And I'd like you to type there, ping P-I-N-G space and the IP address is 192 dot 168 dot 1 dot 1. And then, uh, press enter. All right. All right. Okay. We're going to go to the last pair of node. It's already rebooted.
123:00
Speaker 2
[silence] CMD got it. Command prompt. Open. [silence] Yup. [silence] Okay. Negative destination host unreachable. Request timed out. Request timed out twice now. [silence] Yup. So now I just hope [silence] gonna say my home page and show all. And now I'm connected. Right. [silence] Second attempt amazing right. Okay. Only, you know I would normally, you know expect the eyelid to go low, right? Okay. [silence] I've got the "- tag in the patch. [silence] I'll just put a couple settings here. So once you [silence] might have to talk a little bit slower buddy, a bit speedy for me. [silence] I did not try in that end asked it okay. [silence] Oh, arpashiwi Proverno. [silence] [the request] once I pull the patch no oh yes, no it worked [silence] Looks like they zeroed zero one. [silence] All right. [silence] See I'm up to speed, but they's not at the top. So [silence] Go ahead and explain that one. Maybe it can work at the top, maybe. [silence] Wonder why. [silence] [silence]
123:00
Speaker 1
Yeah. [silence] You know what, this is the most important troubleshooting among the things that we did, uh because this one, um telling. I I'm sure you have you're using Mac and dealt with terminal before. It's the equivalent of uh the command prompt on a Mac computer. It's called terminal. You can ping it. Mhm. Okay, uh how about this? I'd like you to close, I don't know how many black windows you have there. Close all of them. So, oh they were closed. So you open a new one. Okay, good. Yep. You may proceed to do the ping. You probably know the number. 192.168.211.1. Yeah, let me start over.
124:00
Speaker 2
Speaker 1: We have to plug in the cable hold on. Speaker 2: Okay. So go ahead. I'm up to the part. Speaker 1: I'm going to type ping. [silence] They're all closed. Speaker 2: They are. Uh-huh. [silence] Speaker 1: Go ahead. 168. [silence] Speaker 2: 192.168.1. [silence] Speaker 1: 0.1 Yep.1.9.2. Y- yes. Yes. Okay. Enter. Destination host unreachable. Request timed out. Request timed out-and-said twice.
124:00
Speaker 1
and if it needs for me to call you back, I'll let you know or ask you the best time to reach you, um, Kimberly, okay? So, um, all right. And just to verify one more time, your email address is Kimberly. K-I-M-B-E-R-L-Y dot Albert. That's A-L-B-E-R-T-0-1-5@email.com. All right. Okay. Um. I'm gonna, uh, I'm gonna send it today. Um, Kimberly. And, um,
126:00
Speaker 2
Okay, great. Correct. So, I have one question. How long will it take for this to make a decision? Because I'll be perfectly honest with you, um my children are home from college. They have tons of company coming. Like my son has his college roommates coming in like three days and they could not watch the movie room upstairs without this. So, can you tell me how long this process will take? [silence] Okay.
126:00
Speaker 1
I'm going to send it to to the team and then uh if I I get a response, I'll I'll tell you right away, okay? And um uh this is a three-node mem, okay? And um you said there's no power outage, no power surge, no strike of thunderstorm, none of those, right? Yeah. Yeah. Okay. And uh surge protector, I remember the name now. Surge protector. All right. I always encounter that word um every time I ask those questions, but anyway, just pop up, okay? So yeah, I'm gonna indicate
127:00
Speaker 2
okay. No, no. Something else would have, something else would have broke if it was, you know what I mean? And everything else is fine. You know, and actually now that I'm thinking about it, even the one upstairs in the movie room that I told you was plugged into a power strip, that has, um, you know, what is it called? The, uh, you know, there's like something that protects it. You know, the, um, there you go. Yep. Surge protector. Yes sir. Yeah.
127:00
Speaker 1
that one in my report, Kimberly. And, um, I'm going to send you an email, uh, and then, uh, send me the, um, what do you call this, um, uh, real receipt? You said it's, yeah, uh, the receipt from Amazon. Yeah, yeah. And take a screenshot of it or a PDF. Okay, you might want to click on the view details, okay. And, um, uh, forget that. Yeah, view invoice, and you might want to put that one in the day bag or PDF. Okay. It's okay. Mhm.
128:00
Speaker 2
Oh, from Amazon. Let me pull that up. Okay. yeah, it says grand total view invoice. Let me click on view invoice. yes, I'm the only thing I don't know how to make it a PDF from here. I could screen shot it.
128:00
Speaker 1
Yeah, I believe you can, if you go to the View and print it, print it, and then
129:00
Speaker 2
Hold on, let me see. you know what? let me see if I could pull this up on my iPad because then I can make a PDF maybe let me see. like not on my phone. yeah. um, hold on a second. Okay, let's get out all this stuff. Okay, Amazon. thank God I bought it from Amazon. all right, let me see. we're going to go to orders. we're going to search the link. L-R-N-K. okay. now good click.
129:00
Speaker 1
I know, um... No, no, no. Um, what I'm saying is that um, uh, I'm just, uh, giving the instruction how to uh, get the uh, the receipt, okay? So you're on the view, hold on.
130:00
Speaker 2
okay, view invoice. save, maybe if I click on save. save. can I go, okay, then go to email. You want to tell me the email address. . It tells you the order number,
130:00
Speaker 1
OK. Yeah, I have the instruction uh on your um uh it's under print an invoice. You can print an invoice for your order in your account as soon as your order is shipped. Um. So to print an invoice, go to your orders, select invoice underneath the order number and then select print this page for your records on the top of the order summary. Select your browser's print button. Okay, I believe you have an option there to convert that in the jpeg or no no not jpeg, but PDF. OK.
131:00
Speaker 2
The number it'll show the auto-
131:00
Speaker 1
Okay. Uh, uh, jpeg. Uh, format. All right, hold on. Let me try that in my [silence]. Uh, that's fine. Okay. I'm gonna send that email right now. Is this a short email for you to send that, um, info, um?
132:00
Speaker 2
It tells me the receipt, you know, how much I paid, how I paid, the whole nine yards. Now, what, how do I make it into what you need? I don't see that. Hold on. Wait, wait, wait. When I press save, hold on, I think I did it in. Yeah, it comes up as a PDF. Okay. Okay. Okay, go ahead. Let me look on my phone. And the cow is.) Okay, just let me know when it's okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
132:00
Speaker 1
It does not come. Yeah, like you said, there's no power, our outage, power surge, no, because there's no, did not rain for a very long time. So, it could be a update in the non, so, yeah, I have to put that in details because, yeah, for three nodes, okay. I've been doing an RMA for a very long time. and out of the million, okay, this is seldom happen. It's like three nodes, man. I'm very thankful because. And I'm very thankful because you're very cooperative and then I can put all the what we did, okay. So, that's a that's a good thing about this. exactly I feel you about that, Kimberly, okay, and, um, alright, um, yeah, uh, I'll keep in touch with you, Kimberly, via email, I'm gonna complete this, um, documentation, okay, and I want to have a response, I'm gonna have it today. Okay, alright. Um... It's the same subject line. Um... Well, um, the, the one that I sent you, okay? Uh, the recovery procedure, if you wanna respond to that, uh, still with,
134:00
Speaker 2
Okay, you gotta- you gotta-, don't hang up. Don't hang up because I haven't received your email yet, I'm waiting to receive it. Just hang on with me until I see when it came. I got the one at 3:47, but I haven't gotten the new one. Wow. Yes.
135:00
Speaker 1
Receive that. It's the same. It's okay. It's okay, Kimberly. Uh, the, the, the recovery procedure that tha that I sent you. Um, you can send that email to me. Okay? You can respond, to it. Um,
136:00
Speaker 2
You know why? It's not coming up because I changed my stupid password to try to get Google Chrome on the computer. All right. Hold on. Yeah. Okay. Okay. Okay. Hold on. I just want to make sure you get it. Can you give me one more second? So it's at customer support. L I N K. Okay. Okay.
136:00
Speaker 1
I'll wait for it. Okay. It's okay. Uh, I'm going to go ahead and
138:00
Speaker 2
Cannot send mail. Oh shit. Because I changed my password. Crap. Hold on one second. I'm going to send it from a different email. I'll send it from my work email. Oh god. Oh god. Okay, let's try this again. Because I got to figure out how to go back in now and change my damn password. Yeah.
138:00
Speaker 1
I just want to thank you. Do you have the whole price of the order, ma'am? The whole price? 855.99. Okay. Uh the 855.99, there's no tax with this, right? Or there's a tax? Okay. All right. I'll just wait for the receipt.
139:00
Speaker 2
hold on one second. let me just write this in here. i apologize. i just want to make sure it gets to you. customer. yes. eight grand total is $855.855 and 99 cents. Yes. it was $799.99 and then tax was 56. okay. i'm going to scan. no. 855 is with the tax. there. Okay. Now you should have right. Did you receive it? Sir. Well, I lost you. Woo. Did you receive it? [silence] It's all because I've changed my fricking email.
139:00
Speaker 1
How about this Kimberly okay? I know you you were able to do this earlier I know you're kind of probably tired okay? You can send this later okay? Anyway
143:00
Speaker 2
Oh my God, I'm going to cry.
143:00
Speaker 1
Mmhmm. The work email is the one that I verified or this is a different email? We just need... All right. Yep, I'll be receiving it in a moment. Let me just uh... Let me. refresh this one. I did refresh this earlier. I think I have it. Oh, uh, not yet.
144:00
Speaker 2
okay I sent it to do. holy shit, it's not in a sense either. It's all because I have to change my access address. And I don't know how to do that. Ivan, I can't even send it to you. You have my Transcribe this audio from the right channel. Output only the spoken. If there is silence or no speech, output only: [silence] Yeah I got that. Star holds on I'm gonna get you. Yeah. Orders. Hold on. I'm gonna send it from my husband's email Gerald Barnes. When I hang up, so I can't even send you the receipt and my husband's address. All right. Okay. I'm gonna have to
145:00
Speaker 1
one okay I'll give it some time anyway I'm on to this ticket okay I can process a call back within the day okay um detecting that receipt okay I just need to complete this what we have done today and I'm gonna send another email um within the day okay that you'll receive it all right because I have to complete that for each uh what we did and I have to present this one and like I said this is kind of odd because um uh it happens for three nodes like um uh I don't know what to to respond to them but uh anyway we have a call and you're being being cooperative with me and pretty much we almost done the unless if they have something to add um I will um get back to you okay
147:00
Speaker 2
don't have it figured out how to change my
147:00
Speaker 1
Yeah, all right. All right, uh, yeah. Um, I'll send another email, okay? You have a great day, Kimberley, okay? I appreciate it. Bye. Bye. Bye now.
148:00
Speaker 2
Okay. All right, okay. All right, thank you. Have a great day. I appreciate it. You too.
148:00