V2 Rubric Detail — 65a8268a-6a75-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 17:53
Duration
55m 29s
Contact
Laura Birrell
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133791
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN Got Disconnected / Adding Nodes
⚠ 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.
⚠ Auto-Zero applied: Agent engaged in avoidance/evasion by refusing free troubleshooting based on assumed out-of-warranty status, despite policy requiring best-effort support regardless of warranty. This constitutes a critical failure under B (Avoidance/Evasion).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent incorrectly denied support due to assumed out-of-warranty status, failed to perform proper diagnostics, and did not resolve the node connectivity or web UI access issues. Despite clear hardware fault indicators, no escalation occurred. Multiple resets and browser changes created unnecessary customer effort, and technical inaccuracies were provided. The case remains unresolved with no valid path forward established.

V1 Case Analysis

Customer (Laura) unable to access Linksys app or web UI (myrouter.local / 192.168.1.1) on MX8500 mesh system. Agent incorrectly advised 5-press pairing method, provided invalid URLs, and pushed paid support without resolving access. No resolution achieved.

Troubleshooting Steps
  • Agent stated device was out of warranty and offered paid support.
  • Incorrectly instructed customer to use 5-press method on parent node to add child nodes.
  • Directed customer to access invalid URLs: http://myrouter.local/ui/local/dynamic/index.html and http://192.168.1.1/ui/local/dynamic/index.html.
  • Suggested default admin password and attempted password reset via recovery key.
Key Observations
  • Agent incorrectly used 5-press method for MX8500 (KB states Pair button method required).
  • Provided invalid and unsupported URL paths for router UI access (not documented in KB).
  • Prematurely pushed paid support without performing valid troubleshooting or offering self-help resources.
  • Introduced off-topic product upsell (Pro 7, Pro 6E) during troubleshooting.
  • Failed to acknowledge customer frustration or provide clear troubleshooting path.
  • No empathy, unclear instructions, and chaotic call control.
Positive Highlights
  • Collected customer name, email, and serial number.
  • Attempted to transition customer from app to web UI access.
  • Suggested password reset using recovery key (valid method per KB), though execution was flawed.
Agent Errors / Gaps
  • Stated device was out of warranty without verification or lookup.
  • Provided incorrect pairing method: 5-press is not valid for MX8500 (uses Pair button per KB).
  • Directed customer to invalid URLs (e.g., /ui/local/dynamic/index.html) not documented in KB.
  • Failed to guide customer through factory reset despite solid red LED (per KB, solid red after reset requires escalation).
  • Did not follow standard troubleshooting flow: skipped power cycle, backhaul check, or firmware verification.
  • Introduced unrelated product upsell (Pro 7, Pro 6E) instead of focusing on issue.
  • Requested credit card information before establishing any troubleshooting path.
  • Failed to provide any self-help resources, KB links, or escalation options.
  • Did not confirm whether customer could access recovery key or perform factory reset correctly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; node remained with red light, web UI inaccessible, and no functional workaround provided.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent attempted factory reset and 5-press method, which are relevant steps for node pairing issues, but skipped core diagnostics like rebooting modem/router, checking firmware, or testing connectivity.
R3 Not Met Correct resolution path conf 97%
Agent assumed device was out-of-warranty without verifying purchase date and refused free support, violating OOW best-effort policy requiring troubleshooting regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause, jumping to warranty status and paid service instead of diagnosing signal, backhaul, or configuration issues.
T2 Not Met Appropriate tools / resources used conf 96%
No use of diagnostic tools (e.g., remote session, firmware check, speed test); relied solely on customer description and unverified reset procedures.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated default password is 'admin' (not universally true) and claimed free support is unavailable for OOW devices, contradicting documented policy.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent attempted to guide the interaction but lost control during long silences, browser troubleshooting loops, and unstructured transitions between topics.
C2 Partially Met Confirmed understanding conf 91%
Agent used technical terms like '5-press method' and 'cognitive mesh' without simplification, though made some effort to confirm understanding during reset steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent deferred resolution to paid service without taking ownership, failing to troubleshoot fully or escalate appropriately.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline given; agent only repeated reset instructions and pushed payment without defining post-payment process.
O3 Not Applicable Closure confirmation conf 100%
No prior case history available; this was the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Hardware fault indicators present (solid red LED after reset), yet agent did not escalate to engineering or higher tier as required by escalation triggers.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent acknowledged customer frustration verbally but remained transactional; no sincere empathy shown when customer expressed distress over access issues.
X2 Partially Met Tone & rapport conf 90%
Agent continued technical language despite customer confusion, but adjusted pacing slightly when asked to slow down during URL entry.
X3 Not Met Overall experience conf 96%
Customer repeated resets, re-entered serial numbers, switched browsers, and retried access multiple times due to agent’s ineffective guidance.
Call Transcript94 turns · 100 lines
Speaker 1
Hi, Dylan. Hold on. I'm going to turn off my Wi-Fi cuz it might drop the call. uh, um. I have I have uh mesh system that is failing
00:00
Speaker 2
Welcome to links as 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 dot links as.com. Please have your device serial number ready. For assistance press one know. For out of warranty products, paid support may be available. 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 to you. Hi, thank you for calling links as technical support. My name is Dylan. How can I help you today? Uh huh. But if you're just trying to get a in the app. What device are you using? Are you using a
00:00
Speaker 1
very large, very thickly-walled house. And over the course of the last week, we have lost uh there's a node that won't connect, and I can't access my Linksys app on my phone all of a sudden. Um and uh I, in order to troubleshoot the system, I need to be able to do that right. Um so I'm looking to you guys to help me with that.
01:00
Speaker 2
Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Okay, sir. I mean, ma'am, uh, just to make sure I got it right, uh, you got a mesh network in a house with thick walls and one of your child node got disconnected. Also, you are unable to access the LinCase app. Thanks.
01:00
Speaker 1
Yes. I have tried to reset the password for the account. I have, you know, I just, I can't. I can't, I, uh, something's not working right. And I, all I know, all I can tell you, given that I'm not a computer geek, um, is that up until about three weeks ago, the last time I tried to access the app, I had no trouble. And then all of a sudden, I can't get into it. And I'm not.
02:00
Speaker 2
Okay. So initially, what have you done so far prior to having I mean after [silence] okay [silence] Mmm. Okay All right, ma'am. No worries. We actually receive more than one concern about [silence]
02:00
Speaker 1
Oh, okay. Okay. So my my my model number is MX 8,500.
03:00
Speaker 2
the LenSys app where in they are unable to access the the app because uh we had a rollout update on the LenSys app where in we removed some of some of the access to um to open the the to open the the LenSys app using the remote access so it was moved on some of the I mean it was removed on some of the models or router models so anyway um it might be related to the update that was I mean that was done by our back end team. Okay all right. Can you try to open a web browser here instead. Sure. Check if the uh the app is available in it yet. I mean LenSys app in it uh the web like browser for example. It's not working in the LenSys app. Don't do it do it right now. Just just uh open it right now.
03:00
Speaker 1
And I have like 12 nodes in the house. Yeah. Yes, I think so. I am Laura, L-A-U-R-A, Burl, B-I-R-R-E-L-L. Burl. Like world. Yeah. Uh, Laura Burl, my name. [silence]
04:00
Speaker 2
Okay, you've got 12 nodes. And all nodes has the same model, if I'm not mistaken. All right, ma'am. Let me just create a quick record here. Start with your full name in order for me to proceed further. Barrel, okay. So Miss Laura barrel. Yeah. All right. And how about your email address, Miss Laura? [silence]
04:00
Speaker 1
May, me.com. Yes. Two L's. Yup. Yep. Hold on, just sec. Okay, the serial number is 43 f, as in frank 1-0, as in, m, as in, mother 00-20.
05:00
Speaker 2
oh so that's Laura berryl at me.com okay I just to make sure I got it right um let me just confirm again your for berryl that's b i r r e l l right yes a hard a hard two hours and two else okay we're right uh now ma'am uh can you provide me the the serial number of your parent node okay um So one thing we're going to have to do is turn off the tap.
05:00
Speaker 1
Please recite each number and letter for me. One. Yeah. It just, it's, it's got, it's red light is blinking. And then the node that goes, you know, the daisy chain beyond that has no, has little signal. Uh, you know, I'm not sure, maybe about four years. [silence]
06:00
Speaker 2
Okay. And let me just finish up the record here. Uh Ms. Laura, just bear with me, okay? So, right now, Ms. Laura, how many nodes got disconnected to your network? Only one. And you're having issues uh connecting it back, right? Mmm. Okay. All right. So, here's what we're going to do, ma'am. Um, oh by the way, before anything else, just to verify with you, how long have you been using this router? Okay. Um, mms. Since. Okay, because here's the thing, uh, Ms. Laura. Uh,
07:00
Speaker 1
Yeah. Okay. All right. Sweetheart. I can give you a credit card. Don't worry about it. I just want to fix this. Okay? Okay. How can I do that if my my app isn't working? Okay. Well, how about I've got have we we add these two nodes. I've got
08:00
Speaker 2
This I mean based on the information you provided me the router is already out of warranty and unfortunately for out of warranty devices we no longer provide a free troubleshooting assistance over the phone. However we do yeah Hmm sure. No problem ma'am. Um here's what we're going to do first. Uh you can move it near the parent node so that we can easily add it to the network. directly to the parent node please. Right now sir. No worries, we can add the child node without using the app. I'll give you the information to that. Sure, we cannot guarantee you that because uh right now we already prize is already one of the base device. Okay. So here we four words. so you have additional to know. Oh, okay. We can work on that one. Is it a new purchase node? going to upgrade to a newer version. So that's why... Is it a new newly purchased nodes? Or it's not yet reliable for the... but we're going to run it. Oh, okay. Okay. Of course, sir. Our customers are actually... That's okay. I'm flexible. All right. So let's uh work on it then. Uh but before that, uh you said you're going to proceed with a paid Connect service. So that you can... You can enjoy it at your home. Uh you've mentioned that you're going to proceed with a paid Connect service. You know, for for the troubleshooting. Like the 60 minutes troubleshooting.
08:00
Speaker 1
are, are you asking me if I'm going to pay for your time? I know. Can I just tell you I'm going to pay you. I'm going to pay you for this. Can we just get beyond that? Okay. I, okay. Can we not waste all right. Don't really, I mean you don't need to waste this much time on that question, okay? Oh yeah. I already said yes, three times. [silence]
10:00
Speaker 2
uh... okay... uh... let me reiterate it, uh... so since your device is already out of warranty, we no longer provide a free troubleshooting assistance over the phone. So, uh... yeah, yes. yes ma'am, yes ma'am. So, we're going to proceed with a paid connect service. And... Ma'am, if my client still hasn't been able to see those wrappers company, huh, yes, ma'am, I'm just clarifying it to you. Okay, for fresh dolls. Okay. Then it's not selling it. So, uh... so, if you want to try.. Ma'am, so, so, let me just ready my tool here. Just bear with me. Uh... the only company that sells them are Best Buy and...
10:00
Speaker 1
nodes want to connect, they're just red. So you, Are you telling me that if I, Are you telling me that if I bought new nodes that would be under warranty?
11:00
Speaker 2
Yes, ma'am. No worries, we'll work on it. Let me just process this transaction. N'ane, we can try to create another merchandise, but again, if you can look through this, it's already limited. Uh, yes. We get it. They are very room. Customers really wanted this device. But yeah. Uh, if you bought new nodes, ma'am, they will be considered as in warranty, of course, and the device will have a three-year warranty for that node.
11:00
Speaker 1
All right, so are you? All right, you're you hold on now I have to go over to the other part of the house. I actually didn't want to pay until you fixed my thing, but.
12:00
Speaker 2
Okay, so before you provide your credit card information, I would like to inform you, Ms. Laura that your credit card information is not stored or recorded to any part of our system. So this ensures that your information remains confidential. All right, so may I have your credit card information starting with your credit card number. That would be L for Lima, uh, and then the next one, Sierra, zero-zero-one-three-three-oh-one. Actually, ma'am, that's not how the paid connect works. So we'll be in touch with the troubleshooting after the payment is processed as per our procedure. So, but if you want, I can actually send you an email, an email, [silence] and then you could transparent add your payment. Okay. Cool. All right, ma'am. The email has been successfully sent to your registered email address. [silence] We have made you closed with another representative. [silence] Yes. Okay, so may I have your name? My name is Victoria Oldman. All right, so this phone, [silence] I do not recognize this number. You must be new customer? This phone number is currently under investigation to verify your identity. Okay, great, thank you. So Ms. Victoria stand by, please. [silence] Ms. Victoria, so what is the issue with your phone? I connect, the cell working very low for some reason. Right. right. Okay, please disconnect your call and then reconnect. [silence] And then whichever representative you are connected to, please ask them to push troubleshooting button. [silence] Okay, so am I met. As far as? Okay. Okay. Am I met. Okay. Thank you. All right. All right, ma'am, please do not waste each other, you know, time. [silence] I think they wanted to push the Trouble shooting button, ma'am. [silence] Okay, please do not waste their time. All right. Hold on, please. [silence] Okay, do not worry. As soon as we refresh your current cell signal, we'll be able to increase the connectivity. All right.
12:00
Speaker 1
Okay, so you're really, you're going to tell me to reset my nodes and then add them, but I can't do that without being able to see the app, right? I can't add if I don't have the app. Oh, Jesus. So, I need to figure out the app. Okay.
13:00
Speaker 2
on the troubleshooting steps that you can perform. It's actually so easy that you can start and you troubleshooting in like, you know, because I actually unvlog the child mode and then you can put it back to the early level. Yeah because we will. Again, this is for your from League's office. As as what I've mentioned, ma'am, yeah as what I've mentioned, you can add the child node without using the Linksys app and then once we added the child node, we can work on with the per I mean the the Linksys app and accessing the Linksys app. So so it's like working on the child node first and then work on the Linksys app. Uh yes, ma'am. [silence] [silence]
13:00
Speaker 1
337 1724 533025524 337 1724 53302 929337[silence]
14:00
Speaker 2
Mm-hmm. Okay. Can you repeat that one, please? Just to make sure I got it right. All right. Thank you so much for that, Miss Lara. Uh, how about your, how about the expiration date? Okay. And the security code. Okay, got it. And I will input here your email address so that you will receive the invoice. And the first name on your card is it
14:00
Speaker 1
you know, I'm not sure if having them resetting them and connecting them is the issue, I think, what I need,
15:00
Speaker 2
I'm also laura mm all right thank you so much for that okay and um invoice optional okay uh let me just process this in action here just stay on the line
15:00
Speaker 1
It's just to work on the app and then see what's going on with the nodes. Okay. All right. So a no a solid red. a as excuse me, excuse me. I'm sorry. What's your name again? Sweet. Dylan. Sorry, Dylan. um so a blinking red light and a solid red light means they're they're not connecting.
16:00
Speaker 2
Uh... [silence] Actually, Ma'am, you can't really work on using the Linksys app 'cause it's more of like monitoring on the status of your nodes. So, if it's showing solid or blinking red light, it means that it's disconnected. So, what's going to show on your Linksys app will also be offline. So, we'll go to work on it. Yeah. All right, so I've already processed the transaction. Yeah, we can... Ah, it's the len, Miss Laura. Uh, yes, Ma'am. It's offline.
16:00
Speaker 1
Okay. [silence] Well, it is possible that the signal isn't reaching them. Okay. Yep. Well, I have two child nodes, Yeah, they're all gathered.
17:00
Speaker 2
Sighs. Yes. Yes. So we will be working on the Linux app access uh later on once we added all the nodes. So uh we can now proceed with the uh troubleshooting Miss. Lara. Sounds frustrated and flustered. All right. So, again, our first step is to gather all the nodes near the parent node. The the nodes that you're going to work on, the two nodes and uh problematic child node that was disconnected on the network. Are they all gathered now?
17:00
Speaker 1
Right now, they're unplugged. I had to move them in from another room. So, you want me to plug them in? Uh, yeah, that's what I'm doing. It's not-good. Uh, this is not easy. Ah. Damn it. I- I have to, I have to get- Yeah, I'm okay-
18:00
Speaker 2
All right. And what are the light indicators showing on each of the nodes? Yes, plug them back to the power source near the parent node. Uh-huh. Um, what seems to be the problem, Ms. Lara?
18:00
Speaker 1
I'd just have to unplug some things from the power source so I can plug these in.
19:00
Speaker 2
OK. That's blue. OK. So, make sure that you have identified which was the problematic one, OK. So, the the two childNodes which
19:00
Speaker 1
[silence]
20:00
Speaker 2
You know, you... You wanted to add to the network. They were not, um, connected before, right? It's like, uh, the initial was, uh, they were already connected. Oh, OK. Uh, no, no. OK. OK? Oh, no worries. Give it some time. Um, the, the, the problematic one is all blue, right? So we can identify that the issue. OK. Uh-huh.
20:00
Speaker 1
I don't know whether it's going to stay blue or not. No, now it is, now it has turned red. Now it has turned red. Both nodes are showing red. No, we're working on two nodes. No, no, I have. I had one problematic node and another one, which had stopped working in a far part of the house, which I've brought in because maybe you can help me figure out whether we can have it be part of the chain. Okay. [silence]
21:00
Speaker 2
Okay, no problem. Just. Okay. Uh, no problem. Uh, all of the nodes showing solid red. Okay. And the other one. Are at the end, okay? So we're working on three nodes, right? Yes, yes. Oh. Oh, okay. I, I thought you have uh two other nodes and one problematic node. Okay. Okay. Okay.
21:00
Speaker 1
Okay. How can I see if they're connecting to anything?
22:00
Speaker 2
Okay. All right. Thank you so much for confirming at least we, yeah Okay. So, they're both Celia red.
22:00
Speaker 1
Okay. I I'm having trouble pressing on the the reset button. Should it. Should the should the should the red light go off when I press on the reset button. Okay. Now it's, it's now it's now blue. Do I wait till it's purple?
23:00
Speaker 2
Okay, yeah, well shooting, I'm just shooting, okay. We'll, we'll be checking on that. We have two ways to check on it. Okay. Uh, yes, as long as you count 20 seconds, ma'am. Uh, so the light pattern will be, I mean will, will change and eventually turns off and it will turn back on showing you some solid blue light, which will eventually go on and show you some um light patterns until it gives you purple light, a solid purple light or a pinkish red light. So just ensure that you're properly pressing it. Mhm. Yeah, wait for at least two minutes.
23:00
Speaker 1
do I do I do I need to keep pressing the reset button okay so okay so now I'm going to do the other ones okay now the other one has a blue light and so I can stop pressing the reset button okay yeah
24:00
Speaker 2
you can, two minutes to reboot and set up. You can let go of the reset button now. It's more than 20 seconds. Yeah. Uh. Okay, you can, yeah, you can release now the reset button.
24:00
Speaker 1
Okay. Uh, the first node is purple. I do, but I'm at my desk with a desktop. Can I use my desktop or do I have to go get my laptop? I'm sitting in front of it. I'm, I'm sitting in front of it. [silence]
25:00
Speaker 2
Okay, that's good. Let's wait for the other one. By the way, Miss Laura, do you have a laptop? Okay, I see. All right. because we might need that one later on. But we'll add the child nodes manually first and see if it will work. But if it's not, then we can proceed with the other troubleshooting steps. Is your desktop nearby? Because I don't want to have you walk all the way. Oh, okay, that's good. That's good. That's good. Okay. So, for now, let's try first the, you know, the five press method in adding the child nodes. So, um, are both the child nodes now showing solid purple light? Okay. Okay. All right. So, here's what we're going to do next to add the child nodes manually. Uh, you go on to your parent node. So, your main router. And then on your main router, you press the reset button five times within five seconds. Do not hold it. Just press it, release, press, release, press, release. So, it's just like you're pressing normally.
25:00
Speaker 1
Okay, I've done it. No. No. No. No.
27:00
Speaker 2
uh, and uh, it's five times, within seconds. So, yeah, that's it. Okay, that's good. Any changes on the light patterns are in the light. No changes on the parent node or an indentation. Okay, can we performed again? Not too fasting as well.
27:00
Speaker 1
I just did it and so this is the parent node I'm playing with resetting right? so aren't I screwing up the whole network now? okay so the okay one of the child nodes is blinking red now. the other one is not. oh no no no no no okay they're both blinking they're both blinking now.
28:00
Speaker 2
Uh. No, no ma'am. No ma'am. It's just a way of adding the child node. Oh. Okay. Uh that's a good indication. Uh okay. That's a good indication ma'am. It means they're now communicating with the parent node. So they're they're all in um um pairing mode at the moment. So you just have to give it some time at least um uh three to four minutes. Normally would take up.
28:00
Speaker 1
I am sorry, your audio mentions the brand name of the device which I cannot recognize.
29:00
Speaker 2
0;0;0;0-0;26;253ms Yes, ma'am. Actually, we're on Wi-Fi 7 routers right now. So technically, it's a lot faster and it has a better penetration and it can cover up to 3,000 square feet. So just one node will cover 3,000 square feet.
29:00
Speaker 1
uh sure I'm on your website okay the Pro-7 is that what you're talking about well I'm I'm so can I buy it from you
30:00
Speaker 2
would you like the model of those devices? [ silence ] okay. [ silence ] you can [ silence ] uh... yeah the Pro 7, the MV7k. [ silence ] or the Velo 7. that's one of the our strongest router. [ silence ] but I don't think you can easily find it on some local stores because it's almost sold out [ silence ] and yeah [ silence ] but if you you don't want to [ silence ] uh no ma'am. unfortunately at the moment we're not selling directly in the US [ silence ] so most of our products are being sold. and I think currently we're out of stock of the and right now you can consider the MX6200 although it's not so the MX6200 or Valop Pro 6E although it's not Wi-Fi 7 it is a tri-band so it's not it's not only supporting the 2.4 and 5 gigahertz but it also supports 6 gigahertz Wi-Fi band so it's faster and also using a the the newest uh mesh technology which is the cognitive mesh technology excuse me
30:00
Speaker 1
Okay, I can order a link the Pro 7 Wi-Fi mesh system to pack uh from. Oh, it's used. Um, from on Amazon. So, you're saying the Pro 6E? Um, I think I'm I think I'm gonna get the pro 6E. But, um, I know that I set the set uh 6 the Velop 6 or not the 8 uh kind of slow down. So You're saying the Pro 6E they're they're red. Yes. [silence]
32:00
Speaker 2
Yeah, it's also a better or a good choice. All right, ma'am. Checking on the progress of the child nodes. What are the light indicator now? Like a solid red. Okay. Okay, So it has been Uh four minutes and they're still solid red, right? No changes. Okay. So we're going to reset them again and we're going to add them on a different way. So we'll use different route. So um let's reset the child nodes again. So press and hold the reset button for 20 seconds. Hmm. So press one
32:00
Speaker 1
here is another one
34:00
Speaker 2
I'm sorry. Yes. OK, that's good. All right. So let's give them some time again. Excuse me. [silence] Good. All right.
34:00
Speaker 1
they're purple now. Yes. It's Wi-Fi. It's connected wirelessly. Yeah. Yeah.
36:00
Speaker 2
It's fine. So we're going to use your desktop now. So right now the child nodes are still restarting. They're purple. Okay. So let's use your desktop Ms. Lara. Is your desktop connected to the to the Wi-Fi or is it hard wired to your router? It's connected wirelessly. Okay. All right. So let's open a browser. Okay. And then on the address bar, not on the search bar, but on the address bar.
36:00
Speaker 1
HTTP colon slash slash my router dot local. I tried this earlier on my phone and it didn't. Okay, it's asking for access router password. Sign in. It says sign in.
37:00
Speaker 2
call-in://yes, http://myrouter.local I'm logo. Okay. What else can you see on the screen? Um. Okay. So your router password, uh for your router password, you could try admin, all lower case.
37:00
Speaker 1
Invalid router password, please try again. I think I reset my router password. Oh, while ago. um, no, I have it written down, give me a second. Um, but I oh, it didn't work before. So this is what your this is where I've been having trouble. I've been having trouble with all, you know, how to get into this stuff and um, when this, you know, 'cause everything was working a few weeks ago.
38:00
Speaker 2
Okay. is... Oh. Oh, Okay. Uh, can you still remember it? Okay, sure. Uh-huh. Oh, Okay, so you were not referring to the Lynx's app at all. It's the web user interface that you're referring to.
38:00
Speaker 1
Honey I can't open the app. And when I try to do all this put in your router password when I try to reset my password, nothing's letting me in. Okay. And I put in the right passwords. Okay so let's try this. I'm going to do the password which I have written down and um so it's like it's like I have been blocked out of my systems. And you said to me you have done an update and it is possible that Unexpected error. Hold on my computer.
39:00
Speaker 2
[silence] Oh. Hmm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay, is there an option for you to reset the password again?
39:00
Speaker 1
I don't wanna save my password. And I wanna get out of here. Oh, Jesus. What's going on? [silence] It's asking me to save password, but I don't want to save password. I'm on a Mac, and um it's doing weird things. It's doing weird things. And, so, but I don't I don't want to save it because it's [silence]
40:00
Speaker 2
what's the error now? Oh, okay. Yeah, it would, I really asked for that. I think it's gonna um proceed after you save it. I don't think. So I think if once you save it on your uh Mac, it will just automatically connect you when you search for that website.
40:00
Speaker 1
It's not connecting me. So, uh, right now, I just have a blank screen. We've encountered, uh, do you guys you're, we've encountered an unexpected error. If the issue continues, please visit our technical support site for details. Yeah, I know. I know. And it's just keep saying to me unexpected, uh, we've encountered an unexpected error. HHLTP and then
41:00
Speaker 2
Okay, okay. Okay. Okay, mm-hmm. All right. Uh, so let's refresh the website. So, refresh the page and then, okay. Uh, let's, let's try typing in again the HTTP colon// colon forward slash, myrouter.colocal.
41:00
Speaker 1
Is there something wrong with my router?
43:00
Speaker 2
It's a different one because we actually had an issue prior to you know, to this with um accessing the web user interface. So, just a moment, okay? Let me just look for that specific link. There's no something wrong with the router ma'am, it's really the the web user interface that is um having an issue, but we had um an updated one which is not an old, updated but it's an alternative link for us to access the the router settings. Okay, uh, I think that's, that's not, okay, I'm still looking for it, man, just bear with me, okay. Let me just, I need to find the red one. ... ... ... ... ... Okay, um, I think that's, that's not, okay, I'm still looking for it, man, just bear with me, okay.
43:00
Speaker 1
Okay. Can you go slower please? HTTP colon yeah (just a slight pause) yeah.
45:00
Speaker 2
Okay, all right, alright, so let's try this one, Ma'am. Let's type this in the address bar. So, the first one, uh, is the, it's the same thing, the http colon double forward slash myrouter.local, but uh, it has a slash UI/local. So let's type it in. Okay. Okay, so it's a HTTP double forward slash myrouter.local.
45:00
Speaker 1
Hold on, hold on. Local slash, what? UI Dynamic home? Okay, wait a second. My router , dot local back slash or forward slash UI forward slash. So to locals? Yeah. Yeah. [silence]
46:00
Speaker 2
For for no slash. Uh -hun. Slash. UI slash slash. No, no. Slash local slash local. And then. Yes. Yes, and then another forward. Slash. Dynamic forward slash
46:00
Speaker 1
up. I already hit enter and it's we've encountered an unexpected error. If the issue continues, please visit our technical support site.
47:00
Speaker 2
index.html, can you repeat that one? Oh, okay. Okay, it's the same error. All right. Okay, um, let's try a different one. So instead of the my router.local, it's the same, uh, HTTP. But this time we're going to use the IP address, the 192.168.1.1 and then with the /ui/local/dynamic/index.html. And let's see if it's still the same.
47:00
Speaker 1
Okay, so it's my router local... my router dot... right. Okay, wait a second, wait a second, wait a second. 192. Yep, yep, yep, yep.
48:00
Speaker 2
no no it's http colon so it's http colon double forward slash 192 dot 168 dot one dot one slash u i
48:00
Speaker 1
Yup. Yup. Yup. Okay, and now I hit enter. Okay. We've encountered an unexpected error. If the issue continues, please visit our technical support site.
49:00
Speaker 2
slash local slash dynamic slash index dot HTML. Okay. all right.
49:00
Speaker 1
I'm using Safari.
50:00
Speaker 2
it the same error can we try a different browser so what browser are you using right now okay let Let's try using uh Google Chrome if you have or um Firefox or Edge if you got there okay So let's try first the http://myrouter.local
50:00
Speaker 1
Colon forward slash my router. dot local. Yeah. OK. It says router password. And so I have I have OK. Should I hit reset password? Enter five digit recovery key from any of your nodes. OK. So here, let me pull up the let me pull up the picture. I
51:00
Speaker 2
So that's two forward slashes. Okay. Alright. Okay. Okay. Um, yes. Yes, please. Reset password. Okay. Um, you, you can. [silence]
51:00
Speaker 1
I know where that is. I know where that is. Use a password that is secure to remember. Okay, I'm going to try to use the password that I have.
52:00
Speaker 2
okay, that's good. [silence] okay.
52:00
Speaker 1
Unexpected error. We've encountered an unexpected error. If the issue continues, please visit our technical support site. So this is just not working. It's just not working. it's the same
53:00
Speaker 2
Okay, it's the same error when you had, uh, I mean when you try to reset the password. Okay. Okay, ma'am, it seems like there is really indeed an error.
53:00
Speaker 1
i'm in a [silence] kitchen now. [silence] um and it's uh it's gonna [silence] be in the show. [silence]
54:00
Speaker 2
Okay. Oh, okay. Do you yes, please. No words, if we got disconnected, I'll be calling you back.
54:00