V2 Rubric Detail — 631021e4-7bd6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 20:40
Duration
43m 47s
Contact
Dorothy Engel
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136605
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child nodes disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution2.50/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall53.6% (+33.6)

V2 Grader Summary

The agent achieved partial resolution by re-adding child nodes and initiating firmware updates but provided technically inaccurate guidance on LED colors and 5-press application (T3 Not Met). Ownership and tool use were appropriate (O1 Met, T2 Met), but key diagnostics were skipped (R2 Partially Met) and communication had empathy gaps (X1 Partially Met). No critical failures (e.g., discourtesy, abandonment) occurred to warrant auto-zero; the call ended with a ticket number and clear next steps.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer to re-add child nodes via 5-press method and initiated firmware update; customer confirmed one node solid blue but final connectivity/stability of all nodes not confirmed before call ended.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed factory resets and used 5-press method but skipped key diagnostics (node placement, signal strength, interference) despite recurring disconnects.
R3 Partially Met Correct resolution path conf 80%
Agent pursued appropriate troubleshooting path for mesh node reconnection but did not verify warranty status; continued support aligning with OOW best-effort standard without dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified solid red/blinking red LEDs and initiated reset/re-pairing but did not probe placement, interference, or backhaul type as root causes.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the Linksys app as a diagnostic tool to identify and apply firmware updates, which was sufficient and relevant for the scenario.
T3 Not Met No misinformation conf 100%
Agent provided material inaccuracies: stated WHW reset should turn 'solid pink or solid purple' (KB states solid purple) and instructed 5-press reset on child nodes (KB specifies parent node only).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call control by guiding steps but had long silences, misheard model/serial, and failed to clearly frame transitions between reset, pairing, and firmware phases.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms (e.g., 'parent node', 'firmware') without consistent simplification; confirmed understanding at points (e.g., Wi-Fi broadcast check) but missed multiple confusion cues during reset instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction end-to-end: stayed on call, created ticket LTS-0013605, worked through multiple steps (reset, re-pair, firmware) without transferring or abandoning the customer.
O2 Partially Met Proactive follow-through conf 75%
Agent instructed customer to wait for firmware update and call back if issues persist but provided no concrete timeline or proactive follow-up, leaving next steps partially defined.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; transcript indicates this was the first contact regarding the offline nodes.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope (node re-pairing and firmware update).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and solution-focused but did not acknowledge customer's specific frustrations (e.g., concern about Linksys going out of business, login issues), limiting empathy expression.
X2 Partially Met Tone & rapport conf 80%
Agent adapted by switching to app-based steps when web login failed and simplified instructions during firmware update, but used inconsistent technical language and missed key confusion cues during reset process.
X3 Partially Met Overall experience conf 85%
Customer repeated serial/model info due to agent mishearing, increasing effort; agent eventually moved forward without re-asking and shifted to app use to reduce friction, but avoidable repetition occurred.
Call Transcript80 turns · 84 lines
Speaker 1
[silence][silence] Hi, I noticed a couple of my extenders were offline So I've been trying to log on and try to get them reset, having a really difficult time and then I'm now I'm reading something that already guys going out of business? You didn't hear any of that? I have two that are disconnected. I tried to go on the the app and on the website. I can't get logged in and I'm scrolling through your support section and it states that are you guys going out of business? That's my question.
00:00
Speaker 2
Pardon? Uh your extender got disconnected. [silence] Linksys is still uh on business, it's just that uh we don't sell Linksys products or directly. There are authorized online sellers.
01:00
Speaker 1
Okay. Okay. So the model number is WHW01. I have a couple of them, but the first one is 2-5, F is in Frank, 1-1, M is in Mary, three-Two-8-6-1-4-8, and then the next one is 5-5-F-6-3-2-7-1. Definitely, definitely without a F is in Frank-1-1-M-is-in-marry-3-2-8-6-1-4-8. [silence]
02:00
Speaker 2
you can purchase Linksys product, but with regards to your extender, let me have first the serial number and model number to check because there are Linksys products that are no longer supported. So if your Linksys, extender is still in warranty, we can still provide assistance. Okay, that's good. Even if that product is out of warranty, we can still provide assistance. So, can you provide me the serial number of your WRT-101 Linksys product?
02:00
Speaker 1
8 H a is an apple 1 0 3 1 1 no, no 10 31 0 yes. I will tell you again because you keep getting it wrong 25 episode box 11 mer.
03:00
Speaker 2
All right. I'll say again the serial number is 25F for Fox, 11M for Mike, 38A for Apple, 10, 31, and 1. Is that correct? [silence] 10, 31, 0. [silence] 25, F, 11, [silence] and 38A, 10, 10, 31, 0. [silence] All right.
03:00
Speaker 1
38 Apple, 10310. Okay. [silence] Yes. No, I have five. [silence] some of them [silence] working and some of them are not. [silence] Yes.
04:00
Speaker 2
it's right. I stated the same number. So, so this serial number, the model is, WHW. And how many of these? You mentioned there are three. Five, WHW. Can you tell me? I see. Uh, so if some of them are working, it means that the main node, the parent node is still connected and online, correct?
04:00
Speaker 1
Yes. it like a red. it it's not a blinking red no. yes. yes.
05:00
Speaker 2
So, there are two nodes, child nodes that get disconnected. All right. So that would be easy. We're just going to add the two child nodes that get disconnected. Oh. Can you tell me first ma'am, what's the light color of your two child nodes that get disconnected. [silence] Solid Red or Blinking Red? So, solid, a solid red. Okay. While the other three nodes that are still working should have a solid blue light.
05:00
Speaker 1
They are both near my main node. I've already done that. I've unplugged them. I've plugged them back in, and I've hit the reset button on both of them. That's why I'm calling.
06:00
Speaker 2
All right. Okay. This is easy. We're just going to add your two child nodes. I need you, ma'am, to bring the two child nodes that got disconnected near your parent node. Bring them near your parent node. Let's see. So we'll do a reset of your two child nodes. Press and hold the reset button. [silence] Mhm. Did you wait until right when you press and hold the reset button, did you wait until its light goes off? All right. Now I want you to confirm if they are properly reset by checking
06:00
Speaker 1
Valve setup. Valve setup 587. And Valve setup 8EB Ethernet. [ silence ] Yes.
07:00
Speaker 2
at the bottom of your two child nodes under product label sticker, there is a Wi-Fi name for each node. Check that. It should be velof sticker or linksys or something like that. Uh, there's a default Wi-Fi name. Okay. And the other? All right. Now take note of that. I want you to use your phone, go to your phone's WiFi settings and then look at the list of available Wifi network on your phone. See if you can uh, if those two Wi-Fi name of your two child nodes are broadcasted. Yes. Okay, that's good. Okay, that's good. It means they're properly reset. Because usually uh when a WHW series are reset, they should turn solid pink or solid purple. But since they turn solid red uh the way to confirm that they're properly reset is... Hmm. I see, all right, so go ahead. Okay, that's fine. Okay, that's fine since we have confirmed that they're two Wi-Fi names are being broadcast to your available Wi-Fi network. So, that's uh the [silence]
07:00
Speaker 1
Dorothy Yes. Engle E N G E L Yes. It's my name, Dorothy Engel at Verizon.com Transcribe this audio from the left channel.
09:00
Speaker 2
Way to check if they're properly reset. Now, we're going to add them using the five press method. Before we proceed on that, ma'am, I'll create a record for you. May I have your name? Dorothee. And your last name, Dorothee. Can you spell the last name? T-H-E-R-O-T-H-E-E. That's T. Dorothee. Dot. H-E-EL. Engel. Like Engelbert, the first Engel. . Right, Dorothee. What about your email address? [silence]
09:00
Speaker 1
нет да да да да да да, да, да, минуту.
10:00
Speaker 2
[silence] [0m22s824ms] I do [0m23s144ms] ACE [0m23s234ms] your [0m23s434ms] internet [0m23s894ms] service [0m24s284ms] provider. [0m24s844ms] is [0m24s934ms] Verizon. [0m25s404ms] [0m26s694ms] Or [0m26s854ms] not? [0m27s54ms] Okay. [0m27s744ms] So [0m30s544ms] let [0m30s724ms] me [0m30s814ms] just [0m31s34ms] confirm [0m31s494ms] again, [0m31s834ms] you [0m31s994ms] have [0m32s164ms] five [0m32s514ms] nodes, [0m32s954ms] one [0m33s574ms] parent [0m34s14ms] node, [0m34s404ms] four [0m35s144ms] child [0m35s444ms] nodes, [0m36s224ms] two [0m37s84ms] of [0m37s154ms] your [0m37s284ms] child [0m37s584ms] nodes [0m37s924ms] gets [0m38s134ms] disconnected. [0m38s904ms] [0m44s38ms] Okay, [0m44s278ms] let's [0m44s498ms] add [0m44s798ms] now [0m45s688ms] your [0m46s28ms] two [0m46s238ms] child [0m46s568ms] nodes [0m47s8ms] by [0m47s198ms] using [0m47s588ms] the [0m47s708ms] five [0m47s948ms] press [0m48s238ms] method. [0m48s698ms] You're [0m49s208ms] going [0m49s428ms] to [0m49s518ms] press [0m50s388ms] the [0m50s678ms] reset [0m51s238ms] button [0m51s968ms] on [0m52s178ms] your [0m52s338ms] parent [0m52s668ms] node [0m53s668ms] five [0m54s58ms] times [0m55s398ms] within [0m55s738ms] five [0m56s168ms] seconds. [0m56s728ms] [0m59s948ms] So. [1m0s118ms]
10:00
Speaker 1
Just a second. I'm having a hard time with something. Okay. So, what do I do now? Press and hold what? Hello? [silence] I need apopulations and land area. So, I just push it one, two, three, four, five like that. OK, I'll do it now. One, two, three, four, five. And then one, [silence]
11:00
Speaker 2
All right. Hello. Sorry. I'm checking on our resources about your LinkSys model. may i just oh confirm is it is it WHW 01 or 03? All right. Thank you, Doherty. Okay, so have you pressed the reset button on your Ethernet 5x? yes. All right. Let's go. Only 5x. Come on.
12:00
Speaker 1
I did it on both of them. I did it on both of them and their both. I'm on it. okay. You didn't say parent note. I apologize. I didn't hear that. I said do I do I do I push the parent node five times right now? didn't push it five times on my parent node. I pushed it on the other two. So do I push it on the parent node? [silence]
13:00
Speaker 2
just wait for its like to start blinking. No, Why are you pressing? I only told you to press the reset button on your parent No. As I said, Yeah, I said parent No. But it's fine. Uh, let's just wait for your parent No. Uh, light to start blinking. No, you have already pressed it five times. No, you have already pressed it five times. Let's just wait for its light to stabilize. Okay, Jah just wait for... No. Don't Do not touch anything, Dorothy. Uh just check on your child nodes, what's the
13:00
Speaker 1
one of them is blue, one of them is blinking like a yellow color still, oh wait, now the one that was, they're blinking different colors, is what they're doing, okay, alrighty, Okay, okay.
14:00
Speaker 2
your light status. Yeah, we, we need to wait for the light to stabilize, to stay, uh, solid. Could be solid blue, solid red. We need to wait for it, okay? Because you pressed the wrong nodes. When you use the five press, okay? I'll explain, Dorothy, so that you will not get confused. The five press method is only used on the parent node. You're only gonna press the parent node reset button five times. Now, we're not going to press it because your child node are still, uh, blinking. So we still need to wait for the lights to stop or stabilize, okay?
14:00
Speaker 1
They're red. One of them is blinking and one yeah both the both blinking red. Um [silence] They're red. One of them is blinking and one yeah both they're both blinking red. Um
15:00
Speaker 2
[silence] The child nodes you only do a reset on the child note. That is pressing and holding the reset button until the light goes off. That's the only thing you do on a child note. [silence] While the parent node, that's the one that you're going to press five times. Now, tell me what what is the color of your two child nodes, their light color? So let's do a reset again on them because you press you press on both of them the reset button, right? Five times.
15:00
Speaker 1
I pressed both of them five times. Okay. Okay. Okay.
16:00
Speaker 2
yeah so we do not press yeah we do not press five times on child nodes. So let's do a reset press and hold the reset button of your child node the child press and hold the reset button once you see that their life their light goes off you can let go and then we'll just wait for their light to turn solid red again
16:00
Speaker 1
no, they always get disconnected and I don't understand why. My parent one is always on. I have one in the hallway that's always on. Uh these two seem to disconnect a lot. Well, the the point is is that I need to put them out throughout my house. So, I mean, I have to have them they have to work.
17:00
Speaker 2
By the way, Dorothy, why did your tut_amt tut_amt got disconnected? Was there an houtage or internet service interruption? I see. Maybe it's the placement. Are they too far away from your parent node or to the other child nodes? Mm-hmm. All right. Uh. Duh. Yes. Uh that's fine. But just make sure that they are not in a place, in a location that are,
17:00
Speaker 1
Okay. Okay. How do we update the firmware?
18:00
Speaker 2
that is enclosed or there are walls that hinder the transmission of data from your parent node to them because sometimes concrete walls and other devices could interfere with the connection of your child node to the main parent node, so that's why they get disconnected. But other possible reason could be that the firmware of the two child nodes is not up to date. So if it's out of date, you can just update the firmware. Uh you can check on the linksys app. If you have the linksys app, you can check on that.
18:00
Speaker 1
I do and that's another issue. I'm going to try to log in again, but um the the computer, what is the website to log into my account online? Because I keep going to it, I change my password and then I go to sign in and I hit sign in and it doesn't do anything at all. Like it's it's just not reading that I'm even on the site. I'm I'm trying to log into the app now. However, the issue I've had all morning is I'm trying to do it on my computer and it won't sign me in.
19:00
Speaker 2
uh...is uh,stellar link up? is it stellar link is up? that you're trying to log in. Uh...[silence]
19:00
Speaker 1
I'm not logging in. I'm not logging into the link this app from my computer. I'm logging into the website from my computer. That's what I'm asking you. What is the address, the website address? Because I don't know if I'm logging into the wrong thing. Okay, let me get that. 192.168.1.1 and now type slash login.
20:00
Speaker 2
For your Linksys water, there is a default router IP address, for your main or parent node, yes, but before you log into that, we still need to add your, two channels, and because, you cannot check the firmware, without adding them first.
20:00
Speaker 1
Mhm. They are solid. It's either pink or red, I can't tell the difference. Okay. Both of them are there. Okay. one two three four five yeah i couldn't get my woods the
21:00
Speaker 2
okay now what's the status now of your two child nodes okay to confirm again check your phone's wifi settings if their wifi name is being broadcast on your list of available network names okay that's good now you're going to press the reset button on your parent node parent node five times within five seconds so your parent node light should start blinking
21:00
Speaker 1
not blinking yet. yes make sure you press it five times. I pressed it five times. okay it's not blinking at all like it did on the other two. can you tell which one is my parent? it is. this is the one I'm I'm I'm yes. I am I clicked the ones that was connected to that is
22:00
Speaker 2
Okay let's just wait for it to it to respond. Just make sure you press the reset button okay yeah because uh there's also also another button there okay. Can you check on your parent? You don't know who's your parent now? The parent node is the one that is connected to your Verizon modem. Your internet box. Mhm
22:00
Speaker 1
connected to the Wi-Fi. I don't understand the question, what? I pressed the reset button five times. Would you like me to do it again, because it didn't do a thing. Are you talking? Yes, I pressed. Yes. [silence]
23:00
Speaker 2
Can you check, uh, the button? If it's the reset button. [silence] Can you check, uh, if the one you're pressing is the reset button? [silence] [silence] Right, let me check first. [silence] The reset button on your, on a WHW series, uh, is showing a red color. [silence] You press it correctly, the red [silence] button. The red button. [silence]
23:00
Speaker 1
1, 2, 3, 4. It is blinking now, different colors. Well, it blinked red and now it's a solid blue and not doing anything else. Oh wait, now it's now it's now it's blinking. It's like a it's a blinking. It is blinking for a second and now it's blue, Jill.
24:00
Speaker 2
All right. Uh let's press again the reset button five times. Okay, that's good. Okay, that's good. So let's just wait. So it was back to a solid blue. Okay, that's fine. You don't have to worry about your parent node because your parent node is connected and online. What we do need to check is your two child nodes. Are their lights blinking?
24:00
Speaker 1
Yes. Okay, they seem to be solid.
25:00
Speaker 2
Okay, that's good. It means, uh, they are detected by your parent node. So let's just wait for your two child nodes. Hopefully they turn solid blue or green depending on their light behavior. Once they turn solid blue or green, then it means they are added to your parent node and they are successfully configured. So they are connected and online. By then you can relocate them back to the place where they were originally located. You mentioned, they're solid now.
25:00
Speaker 1
The one was now, I mean I thought it was it was green now it's red. The other one, it looks like it's a solid blue. And one is solid blue. Wait a minute, let me see what the other one's doing here, because it keeps blinking red then green. So, let me see what it what it's going to do here.
26:00
Speaker 2
Okay. The one that turns solid blue, that's already added to your parent note. So it's already configured successfully. You can reallocate it back to where it was originally placed. And once you place it back, you have to wait patiently for the light to turn back to a solid blue. Okay, what's the status of the other child nodes?
26:00
Speaker 1
Uh, huh. That was cool. They're both loose. Okay, so I have,
27:00
Speaker 2
Is it still blinking? Okay, [silence] But I think it's also added. So, what's the color? Is it solid blue or green? Okay, that's good. So they are now added to your parent node. They're successfully configured as child nodes, so they're connected and online now. So you can relocate them back to where you originally placed them. And once you place them back, you have to wait patiently for their lights to turn back to a solid blue because usually when you unplug a node or you turn off a node and turn it on back or plug it back, they will first start to blink blue. So you have to wait patiently for their [silence]
27:00
Speaker 1
Yes, I can use the computer okay
28:00
Speaker 2
Oh, one more thing, to turn back to solid blue, okay, but before you relocate them, let's check first its firmware version because that's what you want to know, right? Okay, so I need you to open a web browser. Are you using your phone or your computer? Okay, that's fine. So on your computer, open a web browser, and in the address bar, you type in 192.168.1.1, so 192.168.1.1, and hit Enter.
28:00
Speaker 1
Okay. Nothing yet, it's just spinning. Um, no. It's it's connected to my main my main Wi-Fi. I need to connect it to the um extenders. I could do that. Hold on. Okay. Let me. uh I'm I'm connecting it to that. It's just taking a long time. [silence] [audio's cut off]
29:00
Speaker 2
enter. and tell me. and tell me what you see in the screen. is your computer connected to your Wi-Fi name? you need to connect. yes. what did you name your parent node? um.
29:00
Speaker 1
No internet. Let me just... Let me make sure... Pardon me. I... I know... I'm trying to disconnect it from the other one... Why... Why fi to... H, let's see. Connected, to the N... Okay. It's saying it's connected now, so let's... Let me try it again because it... It's still not doing it, hold on...
30:00
Speaker 2
no internet. That's weird, because no internet. That's weird, because your parent node is showing a solid blue light, which means it's connected. So since it's connected, try to type in 192.168.1.1 again on a browser.
30:00
Speaker 1
I don't understand why me. Okay. It's still saying it's connected to the front tier one. So let me make sure. Okay. Let me turn it off. All right. And let me go back and see if I can get it connected to Here we go. Connect. It keeps connecting me to my main my main account. Yeah. I'll have to because well, it says it's connected to both now, but it's not taking me to the site. So I just need to open the browser and go to go there from my phone 192.168.1.1 search login. Okay. Admin login.
31:00
Speaker 2
All right. What about your phone? Can you use your phone? Yes. I'm Sorry. What does that say?
31:00
Speaker 1
It says router configuration center 192 point 168 point 1 point 1 admin login. Access in the address set for the website or click on the button. Log in. Okay. Okay. Okay. Okay. Okay. Well, I'm I'm on my home, my Google Home.
32:00
Speaker 2
All right? Where did you type the 192? Is it on the address bar or on the search bar? Or because if you type the 192 on the search bar, it will only provide you search results. But if you type it on the address bar, the one where you see the URL side, like www.google.com. If you type it there, that's the address bar, then it will lead you to the Linksys's homepage. Or your router's homepage.
32:00
Speaker 1
page and it just has a search bar it doesn't show a URL so how our URL bar like it does on the computer. How do I get there? Oh that's the difference. Let me just there we go. Oh it wasn't even downloaded. That's odd. I'm waiting for it to open okay. still bringing up a search bar. Let me see. [silence]
33:00
Speaker 2
Open uh google chrome or do not open the google search open the google chrome not the google search okay
33:00
Speaker 1
I, I don't know. I don't know what to do here. It's just bringing up a search Google. Oh, it says, search Google or type URL. So on URL, I just put in that one. It seems like it's trying to load, but taking a long time. It's like it's stuck. [silence] moving it up. [silence] I'm going to try and search Google for cellular phones are living case that thing. [silence] Okay, I look up there.
34:00
Speaker 2
OK. What do you see when you type in on the search, Google? [silence] Results. [silence] Right. [silence] Type yours. [silence] It's not logging. Huh. uh, you mentioned that you have Linksys App on your phone. Can you open your Linksys App?
34:00
Speaker 1
okay I'm I'm on my app, Okay, I'm I'm on my app, okay, wait a second wait a minute. A window popped up at the bottom that says the new firmware is available. Update now. Should I click that?
36:00
Speaker 2
So, are you on the dashboard that says your Wi-Fi name is connected online and showing the nodes? uh-huh. How many nodes are showing on the app? Five. Okay. I need you to click on the nodes. Can you click on the nodes? Uh-huh. Okay. Uh-huh. Uh-huh. Okay. Click the first node. Done. Um, check for the firmware. I didn't see any firmware. Okay. Go on the app right now for us. We're going to ask something.
36:00
Speaker 1
okay. Okay. Okay. it says at the top of the screen on this one as well. It says firmware update available update on the nodes screen. Okay. So is that what you want me to do?
37:00
Speaker 2
Once you click on the nodes, you will see your four child nodes with their information. All right, then you can update your nodes, but I have to tell you, Dorothy, that once you update the nodes, there might be some changes because once you update a former of your nodes, there are changes embedded on the former version.
37:00
Speaker 1
so I do it by, the node, so, uh, console, uh, version update router. Uh, [silence] That's what it says. [silence] No, let me go back. So the router, it says uh router which is my parent node, says up to date. The train one we just that the one we just uh,
38:00
Speaker 2
If you check, that your 2 nodes say that they're out of date, and they are showing different. a newer version, then you can update it. so all of your nodes, including the parent node, shows a message to update. Mm-hmm. okay. and. okay.
38:00
Speaker 1
It says, well, let me let me go let me check the firmware thing. Hold on. 909. Okay. Uh, trainware says update router, uh front room up up to date. One of them, a couple of them are up to date and a couple of them require updating. So should I update the ones? Two so far and now I have another one offline that I'm going to have to deal with. But so I just update it underneath the node right? Update router. Is that what I say? Chose. Okay. Update available. Update now.
39:00
Speaker 2
So only one request updated in? Yes.
39:00
Speaker 1
It says it's downloading. [silence] It's taking quite a long time. [silence] It's barely moving.
40:00
Speaker 2
Alright, so let's just wait. Yeah, so we'll just have to wait. Just check your child nodes if their LED are blinking.
40:00
Speaker 1
Okay, hang on. This is taking quite some time. so I have to do a couple of them. So, I'll, I will call you back if I continue to have a problem.
41:00
Speaker 2
So, I think it's still downloading. Once the download is done, it will refresh your app, and then will save the former version that it downloaded and it will apply the changes to your router settings. Alright. So, just make sure to wait for the message from the app that
41:00
Speaker 1
Okay. Okay. Okay. Okay.
42:00
Speaker 2
The firmware version was successfully downloaded and your nodes are successfully updated. You will have to check on the app before you move before you move your two child nodes, okay? So that they will not be disconnected because you need your two child nodes plugged in to a power outlet so that once the download few firmware version is finished, it will upload the the details on your two child nodes or the the child nodes that needs an update, okay? [silence] Alright, so that would be all. If there's any other issues, you can always call us back,ategory. Thank you for calling Lynx System. I'll provide you your ticket number. that in case you can call back.
42:00
Speaker 1
Okay. Good. Yes. Thank you.
43:00
Speaker 2
you have a reference, your ticket number is L for Lima, P for Tango, S for Sam, 0-0-1-3-6-605, so you get it, LTS-0013605, all right, thank you for calling Linksys, Dirty, once again, this is ice, take care and have a great one, goodbye. You're welcome, bye.
43:00