V2 Rubric Detail — 62eb59f8-6453-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:34
Duration
112m 14s
Contact
Glynn Wilburn
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall49.4% (+13.4)

V2 Grader Summary

The agent demonstrated ownership and persistence, ultimately achieving temporary node connection through firmware update and 5-press method. However, materially inaccurate technical guidance (Pair button on MX6200, wrong URL, false firmware date) and failure to reduce customer effort or show empathy prevent a full resolution. The node's later red light and app red outline confirm instability, justifying Partial Resolution.

V1 Case Analysis

Customer unable to add MX6200 child node; attempted resets, 5-press pairing, manual firmware update, power cycles. Node still shows solid blue/red, no stable connection.

Troubleshooting Steps
  • Factory reset of child node (20-second reset button press)
  • 5-press pairing method on parent router
  • Manual firmware download and upload via admin page
  • Power-cycle of parent and child nodes
  • Attempted addition via web UI (Add Wireless Child Nodes)
Key Observations
  • Agent gave many contradictory and inaccurate instructions (e.g., reset duration, pair button timing, firmware update process).
  • Call lacked clear call control; the agent jumped between methods without confirming outcomes.
  • No definitive resolution was achieved; the node remained in error state at call end.
  • Agent did not verify internet/WAN status or admin password before proceeding with web UI steps.
Positive Highlights
  • Collected model (MX6200) and serial number early in the call.
  • Attempted multiple legitimate troubleshooting methods (reset, 5-press pairing, web UI add).
  • Displayed patience and allowed the customer to perform steps without rushing.
  • Recognized firmware version mismatch and attempted to address it (transcript [15:00]-[16:00]).
  • Attempted to use diagnostics tools like TCP client table to identify device (transcript [19:00]).
Agent Errors / Gaps
  • Provided incorrect reset duration (20 seconds) and pair button press time (2 seconds).
  • Guided customer to manually download and upload firmware, which is not standard first-line procedure.
  • Mixed up URLs (myrouter.info vs. myrouter.local) and gave unclear navigation steps.
  • Failed to confirm internet connectivity on the parent router before troubleshooting child node.
  • Did not set a clear next-step or escalation path; left the issue unresolved.
  • Incorrectly instructed customer to use 'myrouter.local' for child node access when 'myrouter.info' is correct for SPNM6-based MX6200 (transcript [09:00], [44:00]).
  • Failed to recognize that firmware version 1.0.3.212317 is outdated and incompatible; should have directed to update parent node first (transcript [16:00]).
  • Instructed factory reset of child node while connected to parent Wi-Fi, risking unintended network-wide reset (transcript [70:00]).
  • Did not verify successful login or session state before proceeding with firmware upload (transcript [34:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent got the child node to solid white but customer later reported red outline and intermittent red light, indicating unresolved instability.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed multiple troubleshooting steps (5-press, firmware update, resets, Ethernet backhaul), but sequence was reactive and lacked logical progression.
R3 Met Correct resolution path conf 85%
Agent stayed on case, attempted multiple valid paths (firmware update, 5-press, wired backhaul), and did not dismiss despite complexity, aligning with best-effort OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified LED states and firmware mismatch, but failed to prioritize root cause (outdated firmware) early and used incorrect pairing method initially.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used web UI, firmware download, and app, but did not use DHCP client list or remote tools to confirm node registration efficiently.
T3 Not Met No misinformation conf 95%
Agent incorrectly instructed use of 'Pair button' on MX6200 (no such button), directed to myrouter.info (should be myrouter.local), and cited false 2013 firmware date.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call flow but had long silences, abrupt shifts in method, and failed to summarize or set expectations clearly.
C2 Partially Met Confirmed understanding conf 75%
Agent used technical terms but attempted simplification; however, did not consistently confirm understanding during complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on all troubleshooting attempts.
O2 Partially Met Proactive follow-through conf 80%
Agent gave multiple next steps (reset, update, move node) but timelines were vague and final resolution lacked confirmation.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue was within L1 scope (firmware update, pairing), so escalation not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent provided no empathy, acknowledgment of frustration, or validation of customer effort despite repeated failures.
X2 Not Met Tone & rapport conf 90%
Agent used one-size-fits-all technical approach despite customer confusion and repeated issues, failing to adapt tone or pace.
X3 Not Met Overall experience conf 90%
Customer repeated resets, re-downloaded firmware, reconnected multiple times, and rechecked app—indicating high and avoidable effort.
Call Transcript176 turns · 193 lines
Speaker 1
welcome to Amazon support. hi Gerald I'm trying to connect um a child node to my uh Wi-fi router
00:00
Speaker 2
Welcome to Lensis Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Lensis.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available. Depending on the issue. Thank you for calling. Least of my name is Jarl Okunol.
00:00
Speaker 1
Set up for the for an extension and I just purchased a new node off of Amazon like I was explained to do so. So I'm trying to set it up, but it just keeps telling me that, you know, when I go into trying to set it up on the um in the app, it tells me that no new node has been detected. So I'm trying to figure out how I can go ahead and get assistance to connect this node so I can add it to my Wi-Fi uh setup. mmm. Model number is MX 6200. Serial number 58W100
01:00
Speaker 2
What is the model number in the serial number of that you know? Mm?
01:00
Speaker 1
M29DD07714. That's correct. [silence] Just one. Um, between three and five feet. Solid blue.
02:00
Speaker 2
all right please enter your phone number you can see an account under the name you want Glen woodwell all right let me use this one how many notes are you planning to add I mean trying to add Just one. what's the distance of that node to the main tower main node All right good what's the light indicator on the top of the new node all right what's the light of the main node just want to check good so
02:00
Speaker 1
Uh, yeah, it's solid white. Just once for two seconds? Okay. Uh, it's yeah, it's slowly blinking white. It's still, solid blue. [silence] Uh, uh, finally it's blinking. [silence]
03:00
Speaker 2
At the bottom of the domain there is a bigger button, press and press and hold that for two seconds, then let go. two Two What's the light now of the main node? Is it flashing? [silence] [silence] Observe the light of the child that you're trying to add, that should be blinking white, now. Or maybe blue.
03:00
Speaker 1
The main node is switched to like a yellowish color. It was blinking and went back to white just now and the child node is still solid blue. Yes. OK. Uh, I'm still.
04:00
Speaker 2
I see. We're gonna try a different method to add. Then press and release the reset button of the mail note five times one second gap between. Press release, press release and do it like that five times. All right, what's the light now of the main and the child? No.
04:00
Speaker 1
Main node is blinking white. Child node is still solid blue. Main node went to yellow and blinked and then it now went to white, and the child node is still blue.
05:00
Speaker 2
All right so just making sure the child node we're adding it that's also a m.
05:00
Speaker 1
That's correct. No, it's the same one. Yeah. To the parent node? OK. All right, so that's plugged in.
06:00
Speaker 2
So if you are not, alright. Do you have a spare Ethernet cable? Alright. Can you connect the child node, the if child Ethernet port that to the Internet port, like so?
06:00
Speaker 1
yes I do I have a iPad I have Veloo set up 046 okay [silence]
07:00
Speaker 2
do you have a iPad or a laptop we can use desktop. can you connect your iPad to the Wi-Fi of the child now we're adding a Wi-Fi name of that should be lynksysastup157 or valopesetup157. oh this is a different URL number. yeah that's the one 046.
07:00
Speaker 1
I'll put the password in now.
08:00
Speaker 2
Uh huh, is it connected or is it asking for a password? Uh huh, connected. Alright, connect. [silence] Open, uh huh, now it's at blinking light. It's maybe trying to configure itself, but um ih think the problem with our node uh probably the firmware.
08:00
Speaker 1
Okay, Uh-huh. Okay. Access router. It says router password. Is that gonna be 'cause I is that my main password or that the password on the bottom of the child node? The password for the child node.
09:00
Speaker 2
It's not a beta, so we're going to update it first and we're gonna add it later. So, opens up ad browser. Just go to myrouter.local. Uh, that's probably the child. No, that's a child note. Yeah.
09:00
Speaker 1
No. No, uh, I think it's mine. Yeah, it is connected to my main Wi-Fi. It switched, because now my
10:00
Speaker 2
Okay, try to press at the bottom. Oh, no, unless your, your iPad is connected to your, your main Wi-Fi. It's not, right? Oh, well, that makes sense. All right, [silence]
10:00
Speaker 1
new child node the new child node is now solid white so the app or okay okay cuz it so pee? I'll typing my router password for the main node okay thinking
11:00
Speaker 2
Okay that's really ... Well well how about logging into the system page then, we're gonna we're gonna check if that's connected to the locally, or added as a child node. No, to the to the page that you're on right now. So and and huh what's that? Yes.
11:00
Speaker 1
okay, I'm in [silence] okay [silence] it's telling me [silence] it's still thinking [silence] okay [silence] router not found [silence]
12:00
Speaker 2
all right go to devices or device list that's at the left hand side okay how many child child nodes do you see there all right so you can see all the child nodes we're not oh hey rather not though
12:00
Speaker 1
You are not connect to your router. [silence] Okay. It had a button for retry. [silence] So I have, [silence] it shows all of them are online, [silence] including the new one. [silence] All right. [silence] Okay. [silence] Um, [silence] so it's checking for, [silence]
13:00
Speaker 2
it's alright. That's really weird. Can you click okay, the okay button and go to connectivity? Still at the lap.
13:00
Speaker 1
[DOWNWEIGHT] for updates for the firmware update, but it doesn't show any um nodes. Okay. So, it's checking and it also and it's also got the uh new child node on the list. So it's checking currently for new for firmware. Mhm. Um so The It's still checking, but to the right of it of all the nodes They all have the same version
14:00
Speaker 2
Alright, let me know if it's... uh, updated or not. [silence]
14:00
Speaker 1
and except the new child nodes. has a different version. So it It might need to be updated. once it's done. For the new node I'm adding. For the Okay. So the main node shows Uh, well the main note and all the other nodes I had prior to this new mode have 1.0.14.216738. Do you want the version?
15:00
Speaker 2
Right. What's a what's the firmware number or the firmware version? I know the the old I mean the main node and the other children. At least the main to them. Just seen it. And Okay. [silence]
15:00
Speaker 1
So the new node has. So the new node shows the version 1.0.3.212317. Yes.
16:00
Speaker 2
Yes, please. What is it? Hold on. I think this is the first firmware of that. First release. Let me verify. Yeah, it is the first release. That firmware was way back in 2013. The latest firmware of your I'm actually the one that should be. Uh, September 23rd, 2025. So I guess we're going to need to update that. Is it still checking for updates, or is it done? [silence] Ready? Okay, go. [silence]
16:00
Speaker 1
Shit. So it, um, it stopped checking and it says, can't reach the update server right now. Please try again later. All right, right there. Okay. Okay.
18:00
Speaker 2
Alright we're going to do it manually. So, um, click OK the OK button. And then let's go to, wait hold on. Yeah, I guess we're yeah. Click OK and let's go to troubleshooting. And there are three tabs under troubleshooting. They're running on the first tab then at the right corner.
18:00
Speaker 1
there's two uh let's C there's two um IP addresses for the one node um the only difference is the uh last number so the first line shows 10.185.88.129 and there's another line that shows 10.185.88.129 but with a .8 instead of a .9 so it'll be 10.185.88.128 alright copy that thanks a lot, C.
19:00
Speaker 2
there should be the TCP client table click that and find the child node. They were adding I mean that added. Give me the IP address. The new one of the new new you. Yeah. What.
19:00
Speaker 1
So there's two...two lines with the same name, interface...and let's see, same Mac address. Um... So the top one has an IP address of 10.1.1.2 5, and the one underneath it has an IP address of 10.1.1.2 0 4.
20:00
Speaker 2
Right. I'm confused. So 192.168.1, I mean, what was that?
20:00
Speaker 1
Yep. Um, so the Mac address that it shows on my tablet, is that, uh, the Mac address that shows on my tablet? So there's one that ends in seven, and then another one that ends in six, and then comparing it to the Mac address on the bottom of the child node I'm trying to add. It has, it ends in six. It ends in 4-6. There is another one on there that ends in 4-7, but the- the Mac address underneath [silence]
21:00
Speaker 2
That's weird. How about we try the first one? No, the IP address. the IP address. Zero four six. Right.
21:00
Speaker 1
The child node ends in four 6.
22:00
Speaker 2
okay. Then then what what what's the IP address of that? [silence] only one with a 4 six. [silence] All right, can you open a new tab and enter that number, uh yes. [silence]
22:00
Speaker 1
It's still loading. it's still loading. says. says it can't open the page because the server stop responding.
23:00
Speaker 2
All right how is it go we're gonna do it go man um go open
23:00
Speaker 1
Okay. so Linksys support linksys.support.com okay okay
24:00
Speaker 2
for support that links this calm Not that way So support Joyce calm
24:00
Speaker 1
still loading. it's still on the main Wi-Fi. [silence] okay. So, Linksys support. [silence] Mi 5 y 200, what?
25:00
Speaker 2
after you see it now. Can you connect to your main Wi-Fi, to your iPad? Go to your main Wi-Fi. And enter the model number, MX6200 followed by a space and then the word Linksys. Linksys. Accident. Then the word Linksys, space Linksys.
25:00
Speaker 1
Okay. Sure. Okay. All right. Okay [silence] Okay, downloads and documents. So, MX6200 downloads. Okay, what do I do?
26:00
Speaker 2
[silence] download and download the firmware. Just click the download and then
26:00
Speaker 1
Download. Okay. The ethernet cable. Okay. It's blinking red. On my. Tablet. Okay.
27:00
Speaker 2
do not open the file, just download it. now disconnect the cable, the one of the of the child node we're adding. there's a cable connected to that, right? disconnect that. yeah, the ethernet cable, disconnect it. connect to the wi-fi of that. the velop setup, yeah. on your tablet, yeah, zero four six
27:00
Speaker 1
And it hasn't popped up yet. But it's... It's still blinking red and I don't have the zello setup 046 Wi-Fi available yet. for 20. Okay. So the right the child mode, and just hold the reset button for 20 seconds. Okay. 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20 Okay. After 20 seconds it went blue.
28:00
Speaker 2
okay Press and hold the reset button of that new child node. Hold it down for 20 seconds. Yes. Mhm. Yes. Mhm.
29:00
Speaker 1
Now it's blinking, it's slowly blinking blue. [silence]
30:00
Speaker 2
[silence] it back solid blue. All right, connect to the Wi-Fi of that, and it should be showing now. And then open Google Chrome or Safari browser. [silence]
31:00
Speaker 1
Okay. Okay. Uh, it says it's brought me to the download the links app. Okay. Now yet it's telling me one more.
32:00
Speaker 2
Okay. Are you now logged in? click the image of the phones. They're asking for router password.
32:00
Speaker 1
Yes. Now it's asking for a router password. OK. Uh. Oh, CA- Okay. So, menu says no file chosen, but choose file.
33:00
Speaker 2
Then go to the left-hand side on your router settings, click connectivity, then there should be a manual button. Click that and upload the firmware we downloaded. Choose a file and then choose the file you downloaded and upload it.
34:00
Speaker 1
Firmware update your router reboots causing all devices connected to the router to lose a connection. Okay. So it's installing the taskbar until the end, but I'm still just waiting for, I don't know. It says, "Okay, your router is rebooting. The actions performed require a router reboot, this may take a few minutes. Please wait until the end, until the reboot is complete." And it's got an "OK" button. Do I click the "OK" or just leave it? [silence]
35:00
Speaker 2
Alright. Status? Well, we're gonna wait till it completes, uh, the firmware update. Because right now it's still restarting. And make sure that your iPad's still connected to developer setup Wi-Fi. It's probably back connected to the main node Wi-Fi. Probably. [silence]
36:00
Speaker 1
Yeah, it put me back on the main Wi-Fi node. Okay. [silence]
37:00
Speaker 2
Connect to the, actually no need, that's fine. I'm just going to set a timer here. Five minutes and I'll let you know when the timer is up. I'm waiting for the firmware to update.
37:00
Speaker 1
shell. Do you want me to switch to that or stay on the main Wi- Fi? Okay. The big button. Two seconds. One. Two. Three. Four. Five. Six. Seven. 8. Nine. 10. 11. 12. 13. 14. 15. 16. 17.
38:00
Speaker 2
All right. Stay on the main node but press the pair button of the main node. Two seconds. The bigger button. If the firmware is updated, it should add the child node that we updated the firmware should start flashing. Two seconds, yes.
38:00
Speaker 1
Blue. [silence] The main node went to yellow and blinked a few times and then it went to white and the child node is still solid blue.
39:00
Speaker 2
That way you will know that it's updated. Oh, I forgot. What's the light of the the the child node we're adding. Okay. [silence] All right, reset the child node. Press and hold the reset button of the hold it down for 20 seconds.
39:00
Speaker 1
no it's still blinking blue
42:00
Speaker 2
child node now is back solid white, now blue. I'm still blinking blue. Okay. [silence] All right. Now let's do the reset [silence] [speaker2] button of the [speaker1] the parent node, but [silence] [speaker2] I say [speaker1] press, you press, I say [speaker2] let go, [speaker1] you let go, okay? [silence] [speaker2] Ready when you are. Yeah. [silence] [speaker1] Of the main of the main node, yeah. Main node. [silence]
42:00
Speaker 1
O. OK, when are you ready? Hey. OK. The parent node went to white and the child node is solid blue.
43:00
Speaker 2
Alright press release press release press release press and release that's it. Observe the light of the child node we're adding is good.
43:00
Speaker 1
Oh. Pairing mode is flashing yellow, but the child mode is solid blue, and the parent mode went to white. The child node is still solid blue. Okay. So I'm on the child mode connected to the Wi-Fi. underneath it says, no internet connection, but [silence] [silence]
44:00
Speaker 2
Let's connect back to the Wi-Fi of the child node and let's check if the firmware is updated. It should be updated though. I'll go to my router.local
44:00
Speaker 1
this connection is not private okay okay [silence] no internet connection
45:00
Speaker 2
Click advanced. I'll show details. So details and then proceed. Or visit this website, I forgot. Alright, go to connectivity.
45:00
Speaker 1
So I see no internet connection. I have restart your modem, tab, enter, I.SP settings, and then down below it says log into router and then a blue button that says try again. Title. I have log into router. Okay. Okay, so it's asking for, router password. Is that the child node? U.S. I try to
46:00
Speaker 2
Oh yes, you see sorry you see the login page? You don't have the option to log in. Oh, yeah that one. Yeah click that login to router. Yeah the child node that's admin but it's going to ask you to create a new password just create a new password.
46:00
Speaker 1
I tried admin, but it said incorrect password, try again. Nope, cause I'm still on the Wi-Fi of the child mode. Okay.
47:00
Speaker 2
Try the the pic. wait. Yeah the the main node password then. [silence] okay. Just click reset password and it will ask for recovery key, enter the recovery key of the child note.
47:00
Speaker 1
Okay, so admin password, so probably just the same one as I've been using. Okay. So I've logged in under the child node. So I'm connected to the device to the router, but then there's no internet connection.
48:00
Speaker 2
Yes, you can use that. Okay, go to connectivity. And their routes.
48:00
Speaker 1
OK, checking firmware updates. Cannot, can't reach the update server right now. OK. 1.0.14.216738. Yes, I do. Yes. Yeah, but I think I'm still on the Wi-Fi of the child node. OK.
49:00
Speaker 2
There's a word details and beside it there's a drop down arrow. Click that and tell me the firmware version. All right. Do you have the app on your phone? Things this app? All right. Can you try adding it using the app? You know how to add a child they are using that? I'll go back to the parent node Wi-Fi. You said it's updated now.
49:00
Speaker 1
Okay, so the parent node Wi-Fi name, below that it says Internet online, below that it shows 21 devices, and then the box next to that shows six nodes now, but, but it's there's a red outline.
50:00
Speaker 2
Click the three lines at the top left and then scroll down, look for option, set up a new product. Click that or press that.
50:00
Speaker 1
add new node, add a note. Okay. So plug in additional note, blah, blah, blah. So I plugged it into a an actual wall outlet, not a power bar. And my node is solid blue right now, so I'm going to click node light is solid. So looking for child node. Parent node is blinking white. child node is still solid blue. Parent notice yellow.
51:00
Speaker 2
Yeah next and uh yeah solid[silence].
51:00
Speaker 1
Yep that's solid blue parent node went to solid light. I don't I don't understand. Okay so well okay so my network shows the child node but it's showing solid blue on the actual router itself. Okay. Okay. Okay so you need me to go to where? okay.
52:00
Speaker 2
[silence]
52:00
Speaker 1
Uh, so I went back, do you want me to sign, uh, I'm on the WiFi, but I went back to Linksys Smart WiFi, it's myrouter.info and Okay Oh, it shows that I'm still, I'm logged in under the child node, but I'm on the parent node WiFi. Yeah, Connectivity and then Okay, yeah [silence]
53:00
Speaker 2
[silence]
53:00
Speaker 1
Network status shows [ silence ] two green check marks.
54:00
Speaker 2
[silence] and that's the parent node. All right, scroll down and click the CA again if you remember that. Click CA. [silence] and then go to, go back to connectivity. [silence] And then the last tab under connectivity should be CA router set up. Click that. [silence] yeah. [silence] Connectivity, and then last tab, see the router set up. Click that and click the option, add wireless child nodes. And click it once. Nothing else.
54:00
Speaker 1
add wireless child nodes clicking what's still solid blue you said add wireless child node and then do you want me to click OK okay
55:00
Speaker 2
[silence]
55:00
Speaker 1
Yeah. Yeah, there's people using the Wi-Fi. My phone, my iPad, my son's using his iPad, my other son is using his computer which is connected.
56:00
Speaker 2
if you're solid right I am okay I guess if is it is anyone using the Wi-Fi right now doing their job or something because it might need to restart the parent node Wi-Fi that's okay if still doesn't work after that we'll see [silence]
56:00
Speaker 1
and my wife is down stairs watching TV on the on the Wi-Fi you want me to have them turn them all off okay there's internet and then there's a another port that's got like two yeah two crocodile mouths and then three dots in the middle okay okay all right [silence]
57:00
Speaker 2
I don't know if they're using the Wi-Fi right now, uh doing important things and um how about we wire the child node to the parent node but this time use the ethernet port of the child node, not the internet. So ethernet to ethernet this time. Why should we use that that same port and connect the end of that to the same port of the parent node.
57:00
Speaker 1
Child node is still solid blue. Uh, that's, I'm unable to click it. Okay, wait, hold on. The parent node is blinking the yellow.
58:00
Speaker 2
and click Add wireless child nodes again. what's the light now? click Add wire wide child nodes, then, it's great out.
58:00
Speaker 1
Child Node is still solid blue. And Parent Node went to the backup while. Yeah. Okay
59:00
Speaker 2
all right and add add white child now that's still grayd i. at all right give me a minute or a while right but okay turn the line thank you. [silence] All right, thank you so much for patiently waiting online. Um go to um you're still under connectivity, right? All right, thank you. So can you click the administration tab and disable the express forwarding?
59:00
Speaker 1
So it's already enabled, so unclick it? Okay. Applying changes, the router is applying changes. The action you perform may cause devices to temporarily lose connectivity. This may take a few minutes, please wait until the operation is completed. Okay, so there's, should I click okay?
63:00
Speaker 2
unquick that and then click apply. Oh. I forgot. Yeah, it's going to restart the main node so you will lose the connection for a while. It will come back in maybe 30 minutes. The five. Yeah press OK. Yeah.
63:00
Speaker 1
solid white sure so you need me to do just don't just turn it off on the or unplug it or [silence] OK do I need to have it unplugged
64:00
Speaker 2
What's the light of the print? OK. Of the parent node, no solid white blinking blue now. All right. Uh, how about we, we power cycle the parent node? Is it okay if we turn it off and then back on just a quick off and on just to restart the signal?Appreciate it. Just unplug it from the power source and plug it back in.
64:00
Speaker 1
1. Three. Five. Thirty. Okay. Plugging back in. Now.
65:00
Speaker 2
that 30 sec should be enough. So, count 30 seconds and back in 30 sec. [silence] I'll take three to five minutes to fully boot up. Connect to Wi-Fi after that. While waiting for the parent node to boot up, connect to the Wi-Fi of the child node, we're going to rest it. [silence]
65:00
Speaker 1
Okay, cuz the internet, the internet cable is still connected. Okay. Okay. Okay. Okay, so the current note is solid red. [silence]
66:00
Speaker 2
oh yeah disconnect that good thing you mention that I'll disconnect the
66:00
Speaker 1
Yeah. Okay. [silence] So now what? The main page, I can. because I was I'm under, I'm still under connectivity. Back to the main page. Okay. Okay. Okay. Yeah, I'm still connected to the child node.
67:00
Speaker 2
Wi-Fi, okay, go, go to my router dot local or my router dot info. Log in, are you back to the log in page? Yeah, log into that. I've, click, okay, and then go to troubleshooting. Go to diagnostics and look for the option reset now. Now, make sure that it, wait, hold on. Make sure that you are connected to the child node, that otherwise we're going to end up resending the whole network.
67:00
Speaker 1
I have restart. Restart mesh Wi-Fi system or there's factory reset. No internet. Red. Solid red. Hold on. It's now it now switched to solid white.
68:00
Speaker 2
[silence]
68:00
Speaker 1
it's showing all devices of the nodes are online, including the child node I'm trying to add, but I regret it. it shows no internet connection.
69:00
Speaker 2
Okay. Can you click device list and check if devices are connected to that node? Just making sure that it's really the child node because we don't want to reset the main node. Wait. Oh, so you, you must be connected to your parent node Wi-Fi then. Can you click OK and then check the network status?And you're still connected to the Wi-Fi of this child node?
69:00
Speaker 1
Yes. Okay, so there's restarts and there's factory reset. You, which one am I doing? Factory reset? Okay. Okay. So, do you want to continue? All device connected to the router will be disconnected, which is I think the only thing that's connected is my iPad because, yeah, I'm still on the child node internet Wi-Fi. Okay. Okay. Your router is rebooting.
70:00
Speaker 2
I guess I guess that should be okay, go to troubleshooting and go to diagnostics and then reset it. As long as you confirm it's really a child knee, you should be fine. The reset the factory settings. Yeah. then we should be fine. Yeah, you can continue. [silence]
70:00
Speaker 1
Protection magic spell. Supposedly. However, it's still showing solid blue. K, it turned off. Now it's slowly blinking solid blue. or slowly blinking blue. It's solid blue and my Wi-Fi switched back to the parent node Wi-Fi. The bigger button of the parent node for two seconds. Ready and go, one, two.
71:00
Speaker 2
All right. Can you press the bigger button of the or the pair button of the main node? A bigger button? Two seconds. I hope this will work. No. Yes.
73:00
Speaker 1
The child node is still solid blue. The parent node is solid white. It didn't blink at all or anything. Okay. IT with yeah er On the parent node? Hold on. Er Just waiting. Cause the parent node
74:00
Speaker 2
[silence] the child now blink [silence] the blue or white [silence] it remains solid blue. [silence] do the reset then press and release the yes, I've gotten between the [silence] yes. [silence] five times.
74:00
Speaker 1
Light turned off and now it's back on. Now it's blinking. Child node is still blue. Parent node is still slowly blinking white. Child node is still solid blue. before. This is, I didn't, I waited because right before I was about ready to push it five times, the white light on the parent node went out and now it's blinking. So it's currently still blinking, the child node is still solid blue. Hold on, the child node is now blinking blue. [silence] Okay, the child node is blinking white now. And so is the parent node.
75:00
Speaker 2
Nope. White. Okay. Oh, okay. Well, that's good news. [silence] I might be able to try it this time. [silence] Okay, well, [silence] I guess it's [silence] adding at them.
76:00
Speaker 1
Okay both, okay both are still blinking. Sick, ill. Love to be killing. [silence] A fourth killer, bro. Where's it at, Wiley? So the parent node is still blinking white, but the new child node is solid white.
78:00
Speaker 2
All right. Uh, it's good, it's hidden now. Well, the child, the parent know they will be back too. [silence] All right. Uh, it's good, it's hidden
79:00
Speaker 1
Yeah. Okay, yeah, cuz the Child node went to red and now it's it turned off and now it's solid white while the parent node is blinking yellow. Okay, so the parent node just went to white. Child node is white. I understand, so basically unplug it and plug it in where I want it to be and it should start up and connect. Okay. So, do you needTranscribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
80:00
Speaker 2
Solid white. Uh, it's going to take one minute to do. But the child nodes, it's not, it's not doing. So, perfect. Right. I guess that's all good. All you need to do is to, um, move it to where you want it to be. Sorry, what was that? Correct, yeah. It's going to connect to the nearest child node, but it's going to take five minutes. Every time you unplug it from the power source, plug it back in. It takes five minutes to boot up. It's going to find the nearest child node to connect.
80:00
Speaker 1
So do I log out of the my router or just close it out I guess? OK. OK. Do I need to check the app or it should just be good right? [silence]
81:00
Speaker 2
You can sign out, you can close it, it will automatically sign you out if you close it, so it's fine. [silence] You can sign out, you can close it, it will automatically sign you out if you close it, so it's fine. [silence] all right. double check the app. It's gonna take time to read the child node, info but you can close the app, and then re-open it, it's probably gonna you're probably gonna see the child node, online there.
81:00
Speaker 1
But not with a great one little minutes [silence] they're not walking [silence]
82:00
Speaker 2
It's all the nodes showing? [silence] Child nodes. [silence]
82:00
Speaker 1
I had to log, I had to close the up and then I'm reopening it's currently saying getting router settings. I'm trying to log in, router password, but it won't let me. It says unable to detect connection to your Wi-Fi, try steps below or see more tips. And it says, go to your phone, settings and tap on Wi-Fi, select your Wi-Fi from the list, once connected, return here. Well, I'm connected to the Wi-Fi of the parent Wi-Fi. Maybe if I turn it off and then turn it back in? Uh, you know.
83:00
Speaker 2
How about logging using the It should be it should be able to log in. hey can you try email?
84:00
Speaker 1
Hm. No. Uh, I don't know. I tried logging in and now it's telling me it's my the Velop set up B97, which is the parent node Wi-Fi, has no internet connection, but I have internet connection on my phone and apparently, I think everything else does too. Last time I had this, I was told just to last time I was told just to log out and then delete the app and then re.
85:00
Speaker 2
do you know if they you're not using BPN right or any up is up okay good good sign up then
85:00
Speaker 1
download it and I guess it normally sets it up. I don't know that's So I'm clicking on the I'm clicking on the app and it just told it just sent the goes to the screen. We found a new network add this network to your account and there's either add to account or don't add. I'm I'm trying to it won't. it won't.
86:00
Speaker 2
ah no sign out and then log in again using the router password because I i think the the email uh no longer works and the cloud server has been discontinued so that's probably the reason why I know i'll just sign out instead log out delete the app and reinstall it guess we can do that
86:00
Speaker 1
Okay, hold on, I'm router password, it's allowing me to do it now, so, okay. It shows six nodes, but it still um has the red outline around the box or on the outside of the box, but I mean, I'm pretty sure I'd have to log out or close the app and then reopen it, because I think it takes time to set up. Do you recognize it? Yes, 1. Yeah, am I going to plug it in there? What am I going to plug it in there? In order. Could you do a different. Yeah, I can plug it in right here but what's this connected to? That's just my. That's just my um dvd? Yeah, no, no that's literally just like a like a. It's literally connected to the TV. Oh, that one that's the TV. That one is just like a you can actually hear it. Okay. So I guess I just. But I can unplug it in and plug it into the outlet of where it's going to be, correct?
87:00
Speaker 2
all right it's probably gonna take time for you can check that again later it can close it now open it but but that that node that we added that still solid white long as it's white should be butter yeah yeah cool as [silence] lips that you can i plug it from the outlet and it closer, plug it, uh, plug it into where you want it to be, correct? yep. Do you need me to stay in the line while you move that, or you can do it by yourself? Mm-hmm. Huh? Okay.
88:00
Speaker 1
pretty much annoyed with this whole setup because we had to unplug her turn it off, turn it back on, hold on not yet okay so hopefully guess that's connected now so or it's not connected it's still booting up but it should just turn solid white since it's already connected right no if I have any questions I'm sure I'll you guys are still open until 7 o'clock, right. okay Oh, 11:00 PM. I'm sorry. [silence]
90:00
Speaker 2
11 uh 11 p.m. Eastern Standard Time wait let me double check though yeah let me just make sure okay one second yeah it's 11 p.m.
90:00
Speaker 1
Okay. So 11:00 p.m. Eastern, I'm actually on the West Coast. So, I don't know what the time duration is, but Give me a second. I'm just waiting for it to turn. solid white. Yeah. So, I think the closest node for this new one is the closest node to the recently added child node is actually the parent node. Oh, for Jesus. So it's solid white now. Now, yes. Okay. So I should be able to everything should be good, I suppose.
91:00
Speaker 2
Yeah. Eastern Standard Time. All right. Great. good to hear. All right. You have a good one. Bye. [silence]
91:00
Speaker 1
Um, know. I mean, I tried logging back in and I'm on the app and it still shows the red box around the six around the staying six nodes but I'm sure it's going to just take a bit of time to to recognize it. Okay. just give me a second. Make sure all my nodes are solid white. I got one.
92:00
Speaker 2
The question is the...
92:00
Speaker 1
[silence] Okay, turn it off and then turn it back on. On the switch on the bottom or unplug it completely? [silence] For 30 seconds? [silence] [silence]
93:00
Speaker 2
Oh, can you turn it, turn it back on? Mm. I'll just unplug it from the power source and plug it back in. Yeah, 30 seconds and plug it back.
93:00
Speaker 1
ok here plugged it back in oh it's lowly blinking blue all right try I did check all my other nodes
94:00
Speaker 2
... with the light now.
94:00
Speaker 1
And they were all white. I've had problems with this one before. It's another one that's probably within 10 ft of the one that's blinking. Blue.
95:00
Speaker 2
Okay. So that's only. So it may be the the one that's offline then. Maybe. Uh which node is the closest node to that? Umpeak. Mm-hmm. Okay. So if that still um if that turns solid white, you can observe the connection of that. If it still the same, it gives some dropping. You might need to find a better location for that because 10 feet is real close.
95:00
Speaker 1
Yeah, it's well within that distance. It's within that distance. Okay, it stopped blinking blue and it just went to solid white. Oh. Should be.
96:00
Speaker 2
Yes, to the closest child note. It should be 15 to 20, 30. All right, then that should be good. All right. That's good. And I guess we're all good, right? [silence]
96:00
Speaker 1
Oh, yeah. Yeah, I just opened the app and it still shows. Oh, damn it. It just went red. So, what do I do now? Solid red. Okay, how do I do that? So I gotta unplug it? Okay. [silence]
97:00
Speaker 2
You can close the app, reopen it, try to find the network that you were first connected to. I'm in the right! Red exclamation mark, red or blinking red, we can reset and re-add it to the network. Send myself what we did to that. Just move it closer to where the main node is located. Yeah.
97:00
Speaker 1
hmm okay just plugged it back in that's where the other new child node was when we were setting up its well within three feet blinking blue okay [silence]
98:00
Speaker 2
Hi, what's the light of that child notes when just moved when it's red do the reset, push and hold the reset button. that hold it down for 20 seconds.
98:00
Speaker 1
Okay, uh, uh, it stopped blinking blue and it just went to solid white. sure. I don't know. Okay. [silence]
100:00
Speaker 2
it you okay it's still connected then can you check your link app close the app and reopen it I first close it reopen it [silence]
100:00
Speaker 1
Now it went to red again.
101:00
Speaker 2
That's really good. Yeah, I said that. But I'm not sure, maybe it's really not part of the network. Yeah. Yeah, do it that way.
101:00
Speaker 1
Blinking, slowly blinking blue. OK, so, push that, the bigger button for two seconds. Um, OK. [silence]
102:00
Speaker 2
Okay. When it's solid blue, press the power button up the upper note. It's a bigger button. Yeah, when it's solid blue, yes. When it's solid blue.
102:00
Speaker 1
Okay. It, it stopped blinking and now it's solid blue. And so I'm going to push the bigger button for two seconds, starting. Now. One, two. A child node is blinking blue. Parent node is still blinking white. So the child node is blinking white. So is the parent node. Okay.
103:00
Speaker 2
[silence] I guess that's good. It's it's adding it.
104:00
Speaker 1
The child node, I believe, just went solid white. And the parent node, still slowly blinking. Ah! Child node went red. It's blinking red, but wait, now it's solid white.
107:00
Speaker 2
Wait a minute. So I'd a minute if that
107:00
Speaker 1
ibid.
108:00
Speaker 2
hmm so the child note is now back solid white and yeah I guess it's all good you can put it back to where it was that's it hmm ah that's fine it's normal it's normal that's fine you can move the child nodes now hmm [silence]
108:00
Speaker 1
I know. OK, Child node should Be loading up. [silence] And it's still booting up. Flashed in blue. All right. So blank and blue. Okay. Child node went to solid white. Okay. Think we're good now. Nope. That's it. [silence]
109:00
Speaker 2
Okay. Good. All right. You have other questions? Okay. [silence] That's everything. Thank you for your patience and cooperation with this will help you have a nice evening. You take care. Thank you. Bye bye.
111:00