V2 Rubric Detail — 67be7358-7bd1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 20:04
Duration
101m 18s
Contact
561-705-2882
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
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 (2 hallucinated segments). 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

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership2.86/5
Escalation4.00/5
Customer Exp2.50/5
Overall53.5% (+17.4)

V2 Grader Summary

The agent provided technically accurate best-effort troubleshooting for an out-of-warranty MX4200 node but failed to use the KB-mandated Recovery Key method (T2 Not Met), leaving the issue unresolved. Ownership was maintained and escalation to LTS was appropriate given hardware limitations, though next-step communication was incomplete. Communication had minor flaws but did not rise to critical failure levels.

V1 Case Analysis

Customer unable to reset MX4200 node due to suspected hardware fault (non-clicking reset button, flashing/solid red light). Agent verified serial number (4235061723), confirmed out-of-warranty status, advised Ethernet connection and MAC address verification, but provided incorrect admin password guidance. Created ticket 00-136-595-95-9. Customer lacks Ethernet-capable device. Next step: obtain adapter or consider hardware replacement.

Troubleshooting Steps
  • Collected serial number and confirmed out-of-warranty status.
  • Advised standard factory reset (hold reset button 10–15 seconds).
  • Suggested connecting a laptop via Ethernet to the node to access the router UI and verify MAC address.
  • Incorrectly advised using the Wi-Fi password as the router admin password.
  • Created a support ticket for further escalation.
Key Observations
  • Agent provided incorrect default admin password instruction for MX4200 (should be 'admin' unless changed); advised using Wi-Fi password from label [73:00].
  • Call contained long silences, repeated requests for serial numbers, and frequent topic shifts, reducing efficiency.
  • Essential customer details (name, phone, email) were never collected.
  • Agent failed to recognize that the node's behavior (flashing red, solid red) indicates a hardware fault, not a configuration issue.
  • Agent did not escalate to hardware replacement path despite clear signs of physical failure.
Positive Highlights
  • Persistently attempted to capture the correct serial number despite customer difficulty.
  • Offered to open a support ticket and provided the ticket number.
  • Explained the out-of-warranty support policy and remained patient throughout the call.
  • Correctly identified the need to verify the MAC address of the non-working node [51:00].
Agent Errors / Gaps
  • Provided wrong default admin password instruction for MX4200 (should be 'admin' unless changed); incorrectly advised using Wi-Fi password from bottom label [73:00].
  • Did not obtain basic contact information (name, phone, email).
  • Failed to confirm node model compatibility before suggesting steps.
  • Did not give a clear, actionable next step beyond creating a ticket.
  • Misinterpreted LED behavior — flashing red and solid red on MX4200 indicate hardware or connectivity failure, not a software reset issue.
  • Provided incorrect login URL guidance — should have specified http://192.168.1.1 or http://myrouter.local for MX4200, not HTTPS unless on MX5500 series.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Node remained non-functional; agent ended with a ticket but no resolution or confirmed workaround.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted reset, wiring, app navigation, and admin access, but steps lacked logical flow and failed to isolate root cause.
R3 Met Correct resolution path conf 85%
Agent pursued best-effort troubleshooting despite OOW status, offered multiple paths, and escalated appropriately when blocked by hardware limitation (faulty reset button).
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (flashing red, reset button issue) and asked for serials, but did not systematically rule out configuration or firmware mismatch.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the Recovery Key method for the MX4200 to reset admin access or confirm node state, which is explicitly required by KB before factory reset or escalation.
T3 Met No misinformation conf 90%
All technical instructions (e.g., plug child into Internet port, use password from parent label) were factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had long silences, repetitive 'okay', and weak transitions; still guided through multi-step process.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but failed to consistently confirm understanding; explanations were vague at times, though adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed extensive troubleshooting, and did not transfer or abandon the call.
O2 Partially Met Proactive follow-through conf 80%
Ticket number provided (LTS), but no timeline, contact method, or expectation set for follow-up.
O3 Not Met Closure confirmation conf 90%
Customer mentioned prior support interaction, but agent ignored history and re-asked basic questions already likely documented.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation to LTS was appropriate after exhausting remote troubleshooting options due to customer’s lack of Ethernet-capable device and hardware limitation.
E2 Partially Met Escalation prep & handoff conf 80%
Ticket created and number given, but agent did not explain next steps, responsible team, or expected response time.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and patient, but offered minimal explicit empathy for frustration or repeated effort; acknowledgment was limited to 'thank you for patiently cooperating'.
X2 Partially Met Tone & rapport conf 75%
Agent matched customer’s conversational pace but used filler language ('uh-huh', 'okay') and did not adjust when customer showed confusion about IP access.
X3 Partially Met Overall experience conf 70%
Agent asked customer to locate devices and perform complex steps, but avoided unnecessary repetition and tried to streamline via app; however, customer effort remained high due to unresolved issue.
Call Transcript133 turns · 148 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit Support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Answer. Hello? Answer. Are you there? Hello? I don't know where the phone one. Hi, I'm sorry. I didn't hear you. Let me get off speaker here. Yes, I'm with you. Yes, I was hoping you can help me with my MX 4200. Yeah. I can't seem to get it to reset. I haven't used this in a while and I can't get it to reset. The reset button on the bottom feels a little bit funny. And I'm trying to plug it back in right here. I can't get the unit to reset. Go ahead. Sure. [silence]
16:00
Speaker 2
Can you help me? Yeah, sure. Yes? Sir, what's your problem of your MX 4 200? Uh-huh. You may ask. Um okay. You may ask the serial number of this router?
16:00
Speaker 1
Let me get a pair of glasses here because it's pretty long. Hold on one second. Okay, the serial number three nine zero M three eight eight. Hang on one second. Let me start again. Donna, can I have your strong glasses? Okay, here we go again. Three nine J, oh, that's a U. Three nine U1 zero nine three eight 2-3, three eight eight.
17:00
Speaker 2
Okay. You can actually take a picture of it. And who's your internet provider, sir? Okay. [silence] I like once.
17:00
Speaker 1
m is a Mary, three, eight, eight, three, four, two, seven, three. I assume that's a zero and not a yes I have four nodes. No, I was setting this up as a as a child node yes, hold on
18:00
Speaker 2
Okay, let me, okay. Let me check if I got it correctly, sir. Let me repeat the serial number, that's three eight n u for umbrella, 10 M for Mary, 38804273. How many nodes do you have, sir? Is this the one you set it up as a parent node? Okay. May I have also the serial number of the parent node, sir? Okay. The parent node right now is already working.
18:00
Speaker 1
no, it's, it's working. This was just adding on to my system. Like, ah, shoot. For I, um, I'm sorry, Xfinity. Let me get a flashlight here. Donna, can you grab me the flashlight from the drawer? Cause it's, I'm trying. I don't I bought some, some of them in a pack and some separately. I'm going to have to unplug this to get, shoot. uh, so that again.
19:00
Speaker 2
Okay. Who's your providers, uh, Internet provider? Okay. When you bought this router, Sir, you bought it in a one pack or you bought it separately? Okay. uh, you can just flip it over, Sir, and. Actually, you can just take a picture of it. You can take a picture of the sticker.
19:00
Speaker 1
the, show me what you're trying to say. I'll, take a picture and enlarge it. I don't know, it was my son's system. Uh, take a picture of that and see if we can enlarge it. Yeah, yeah, the top sticker there. One second. We're going to take a. That one? Yes. 4235061723. I can give you the, I should be able to give you this serial number. I have that.
20:00
Speaker 2
Then what's easier for you to read it? You may try it, sir, if it shows you the serial number of the pair of nodes. And how long you had this router, sir, the one that you're trying to add it? And can I have your phone number, sir? I'm sorry. [silence]
20:00
Speaker 1
um That's not it. It's on the other one then. Okay, just one second. 423 506 1723. I need the serial number. Can you let me hold up flashlight on it? Turn the light lighter. Hold the flashlight right here for me. Just go look with this. Yeah, that's right there. I can get now. Okay. My phone. My fingers doesn't open it except for the other times. It was already open. It's open now.
21:00
Speaker 2
Okay, um, can you repeat your phone number? Mm- mm. Um hmm.
21:00
Speaker 1
Okay, you ready for the serial number? three, eight, U is under one, zero, M is in Mary, five, three, C is in cat, 08710 and that's the one I'm using as the master node. Yes, try I'm using a paper clip.
22:00
Speaker 2
Yes. Okay. Mhm. Okay. Did you, when you do the reset, since you, like, did you, like, use a pointed pen or a pointed object to reset it? And still it did not reset? You would know, uh, how long it would take to reset? It should take a few seconds. Uh, because you, because it didn't receive a reset signal, it, it is still stuck. I see. This may be just the issue with the screen. Is, is there a chance that you might have installed another app as well? Yeah, maybe, but, so this true. Yeah, this true. Okay. I just did a reset on my phone, my device recently. And, but it was the same, same issue. When I press the reset button, and, and still it didn't reset. At which button did you press to reset it? This is on the screen? Below the screen, in a, a little recessed section, a switch? Put a switch back. Okay. We got it. Yeah, I understand what you're saying. Okay, let's disconnect the power and keep the power disconnected while we try to reset it to see if we get the same issue. There is one thing I can try, but I don't want to destroy any parts of your device. Okay, so let me try something else. Okay. How long did you press the reset, sir? Okay. Okay. So let me just complete your record. Can I have your first name and last name? Okay. Your first name and last name. Mm-hmm. Yes. Let me complete your record. Can I have your first name and last name? Mm-hmm. Okay. How about your email address? Mm-hmm?
22:00
Speaker 1
[silence] [silence] I'm on the non-working device, and I have a paper clip here, do you want me to press and hold it down for like 15 second? Yeah. [silence] right now, I have I plugged it back in, about 10, 15 second ago, and I have a solid blue light. It usually goes to flashing red. Okay. Okay, yeah, it's flashing red right now.
24:00
Speaker 2
Mhm. Thank you. All right. So you're now on the, um, like the non-working, um, device, right? Mhm. Yes. Um, let's make it 20 srs. And then check if the light will like kinda turn off on or like kinda like it will blink or it will change color. Okay. Let's let's wait here for like, um, a minute or two before we do the reset, okay? Okay. Let's just wait for another minute just to make sure that it's fully boot up.
24:00
Speaker 1
OK. I know because I got it from my son, he he he gave it to me that the whole setup when he got a new Linksys system. He bought a more newer one. I can, you know, I know like I've added some to it, I've added some like two years ago, it's over a year old, I mean... [silence]
25:00
Speaker 2
And sir, you can't really remember when you got this device, right? Uh-huh. So, um, because when I checked the, um, serial number, sir, um, it doesn't really give us a give us, um, like uh information about this. So we're just going to, um, like, can you still remember one like maybe an estimated time and date, uh, like your son got this? [silence]
25:00
Speaker 1
So it's still flashing red. I've had the other one set up in the house for about two years, two and a half years. It's flashing red. Should I go ahead and try to reset it? Yeah. See I I know how to I I had two of these. I I just I had two that I was not using. We moved into a different house. I had two I wasn't using and I set up the one without any problem, but this other this one I've been unable to set up. It's flashing red still. Do you Are you wanting me to press and hold the button? Is that what you're wanting me to do? [silence]
26:00
Speaker 2
Okay. Okay. Okay. So, okay. Okay. Okay. Okay. Okay. So, I guess, okay. Sir, yes, I, I, yes, yes, I'm hungry, but press and hold now.
26:00
Speaker 1
Okay, I'm gonna set the phone over here to the side while I do this. It's, it's, the reset button is not clicking like it usually does. It's and it's still flashing red. I'm holding it down.
27:00
Speaker 2
Então ele reinicia... E... Aí... depois muda pro botão... aí clica o botão da convivência Ela vai subir o som... da Nietzsche, entre aspas, né? Pronto!
27:00
Speaker 1
I think there's something wrong with the reset button. Um, it's, it's flashing red. It's not going to do anything. Um, and there's no, let me, should I let this go? It's not going to work. I mean, just, should I let it go? Yeah, I can't feel it clicking. The way it should be clicking when I push the button. Um, I, I believe it has. Okay, I'm getting the phone back now. I, I, I had it plugged in and I'm having trouble reaching [silence]
28:00
Speaker 2
It's still the same. I guess, let's go. Okay. Okay.
28:00
Speaker 1
everything. Is there any way, is there any way to take the top cover off to get in there where I can look at the button? I, I just didn't know if there was any other way to get in there. So, right now I have a flashing red light. If you know any tricks to get it into the pairing mode with add node mode, that would be. Okay. When I set up the parent node to
29:00
Speaker 2
well, we don't recommend that. It might be like uh mess up your device, but we can actually try to um um check if we can like access the um okay hold on let me just check. Mm. Just to make sure uh did did when you set up the parent note, sir, um, did you reset that node
29:00
Speaker 1
Two years ago, three years ago, you, two and a half years ago, you helped me, you guys helped me set it up and uh, two, I don't know if it was connected because I didn't use this one. So, I don't know if it was connected or not, but if, you know, I can't connect it now because I can't. I know how to reset these, you know, like, go into advanced on my app and add node and this and that, but I can't get it into that, you know, where it's like a purple color to add the node. So, I didn't know if there was any other way for you to get this into a reset.
30:00
Speaker 2
okay, so right now um this node, the one that has issues with the reset button, um it was connected before. mm-hmm. she she's doing great um and me, me and her are expecting, um a child um in the end of June, it's due. mm-hmm mm-hmm mm-hmm. so, yes. okay. mm-hmm. okay. um on your on your Wi-Fi device, sir,
30:00
Speaker 1
when I'm on my Wi-Fi device, okay, let me let me get to my I'm on let me get to my cell phone, hold on, where's my Donna? You know where I sat the cell phone? Shoot, oh, here. Okay, so you want me to go into the links this app. Is that what you're saying? Or what do you want me me to do? Okay, iPhone right? Right? I see my network that I'm connected.
31:00
Speaker 2
on your wi-fi. Okay. Uh no, sir, not in the link, not on the Linksys app. This phone, it's an iPhone or Android phone. Okay, can you go to settings. Okay, and then you go, when you go to settings, you go to wi-fi. Then what are the network names that you can see there?
31:00
Speaker 1
uh... there's nothing else you know that there's there's an arrow unit, there's a star baker, there's Exfinity Mobile, Exfinity Wi-Fi, there's no, you know, nothing nothing on link sys. sure. sure. [silence]
32:00
Speaker 2
and there's another in that were. okay. So you can just place on hold for three to five minutes. Let me just check this, okay? I'll be back, thank you. [silence]
32:00
Speaker 1
You guys. Right. It's not under warranty. Yeah, there isn't a warranty if you're not able to help me without warranty. The unit's not under warranty.
36:00
Speaker 2
Hello sir. [silence] All right, well, uh try this um workaround, okay? [silence] Um, okay, sir before we um continue right now, let me just inform you about the... in any case this device will be found defective like the reset button is not really that warns, is really not working. [silence] Um, for us to validate the warranty of this device, sir, we need the receipt. Yes, we need to, um, like, um have the receipt, sir, to validate the, um, like the warranty of this device. All right. Um, no.
36:00
Speaker 1
It's, it's too old. I mean, I, I buy a lot of your devices, it's more than 12 months old, so I believe they have a 12 month warranty. I, I understand. I was just trying to get it going. If you can, if if you have anything else I can try, God, well, you know, we'll try. Sure. Let me, let me go, let me go get an Ethernet cable.
37:00
Speaker 2
Okay, okay. Mhm, yeah. We can still provide technical support even though it's out of warranty, but for replacement, sir, if it is not under warranty, then we could no longer provide a replacement, okay? Okay. We can try to like, um, try this steps. Um, if you have an extra ethernet cable, okay. If we can, wired this, um, node to a working node. Okay, let's, um, okay.
37:00
Speaker 1
I got a fine one. Okay OK I found one. Okay let me go. Okay so am I gonna I hopefully i got a long enough one. If not I'll have to go back and get a different one. Uh let me Okay, I'm on my master node, and do I want to go to the very, where do I need to hook this up? I mean there's there's several there's several ethernet jacks. Okay. Okay, I got
38:00
Speaker 2
um you connect this to the um one of the vacant ports on your oh yeah you can use either of those ports and then on your non-working node the one that has issues with the reset connect that to the internet port
39:00
Speaker 1
I have it into the master node and you're saying to put this into any of the ones or the one, which one does it go? Oh, the one that says internet. Okay, I see it. It has a yellow. Okay, it's plugged into the one that says internet. And it's plat, the blue light is flashing. Now it turned red. On the non-working node, I got a red solid light. solid red.
40:00
Speaker 2
It'll be on the internet. Yes. Okay. On the non working child node, it's a solid red. Okay.
40:00
Speaker 1
Yes. Okay. Now it's solid blue, the one that's not working. Okay. Hold on. I'm going to the app. Donna, can you do that later, please? Okay. All right. Got it. Sorry. Okay. Uh Yeah. I got a solid blue light on it, which is kind of good. Okay. Uh, it says ready to complete setup.
41:00
Speaker 2
Let me open the app sir.
41:00
Speaker 1
I open the app. Or I can push, I don't want to continue setup. I don't want to complete setup, you said. Okay, hold on. Okay, quit setup. If you choose not to complete setup, your network may not work properly, but push quit setup. You're saying, I did. I added the one node already, and this was the other node that I couldn't get to add. Well, it it's I I didn't I it said, you know, it had asked me if I wanted to complete setup, and you said no. And now,
42:00
Speaker 2
and yes just click on that um yes Yes. You run that earlier when you're trying to add the node, right? So what's on the up right now?
42:00
Speaker 1
It's saying, if you choose not to complete setup, your network may not work properly and then it says complete setup or quit setup. [silence] Well, I had all the nodes, I had them they were all set up, I was just adding two of these nodes. [silence] I added the one under advanced settings, I added the one and completed it and it and it is working. Then I was adding the second one. And um you know and and I never could get it to I never could add it because it could not find the node because I wasn't in the setup mode. [silence] I couldn't reset the unit to get into a mode to be able to set it up. [silence]
43:00
Speaker 2
okay, how about just, um, um, let me just verify this. Um, earlier, um, you run the setup to set up all your nodes, right? And then, you mohm mohm mohm [silence] okay.
43:00
Speaker 1
yes, the other no, the other no was showing in there was showing the node I renamed it and everything one so it so it as I plug this in, it said, um, do you want to complete set up? So I either need to push right now, complete set up or quit set up. Okay, it says ready to complete set up. Um, and it's spinning around at the bottom. And I don't know Right, but after I added the node, it was showing, you know, I would open up my app and I would see all the different, okay, it says please wait now and it's spinning around [silence]
44:00
Speaker 2
you can like, um, just click on complete set up so it will complete the set up on the other node and, yes, click on complete set up so it will complete the set up that you you did earlier because your because you ran the set up earlier when you're trying to add the nodes.
44:00
Speaker 1
Okay. Okay, now it says we did not find any notes and it says, try again or troubleshoot. So now I'm back at the page. It shows all of my other nodes. I have the main node and four other ones and one of those four is the, was an old one that I was going to replace with this one. It was an older model that I was going to replace with this one. Which note? The one that we wired. I can see the top of it. It's solid blue.
45:00
Speaker 2
Okay. Right now, how many nodes detected? That node right now that's wired, right? Sorry. Can you see it there? The one that we just wired. How about on the app on the nodes? Can you see it there? [silence]
45:00
Speaker 1
Well, I'm on a page that shows your network. We didn't find any nodes, try again or troubleshoot. And the nodes that's showing are the nodes that I had hooked up before. Well, I'm on the app, but I'm on like a setup portion of it. And it says, it says we didn't find any nodes. Try again or troubleshoot. Or it says add more nodes at the bottom and it says next. But no, I'm not on my page that shows me the advanced settings, the different settings on there. I can try to lift up and go outta there and try to log back in again. Do you want me to try that? Okay. Uh, hi.
46:00
Speaker 2
so you're not on the app right yes yes i can you just like and or um like stop they set up or can you like
46:00
Speaker 1
Let me, it just says, let me say next, getting router settings. Hold on one second, let me see if that does it. Okay. Okay, now I'm back at my, now I'm back at the home page. Uh, now I'm back at the home page. It has my five nodes in there. I don't see anything with this node, but I don't even know what I'd be looking for there. You know, it says the number of devices. It has a number of nodes, internet speed, um, you know, and then I can at the top left I can hit the little dashes there and go into any advanced settings or wherever I want. I yes.
47:00
Speaker 2
no, no, not to continue. Okay, under nodes, sir. Can you tap on nodes? and then kindly, um, so, right now you consider that permanent now, right?
47:00
Speaker 1
I, under nodes, I see the parent node at the very top. And then I see four other nodes underneath that, but they're all, you know, I've named them all. They're my nodes. They're nothing new. There's not this new one here. Right, I'm there. Yes. Yes. Yeah, there's a lot of connected devices, so I'm, I'm [silence]
48:00
Speaker 2
and then go back to the main page and then click on the three lines on the upper right left and then go to devices. When you go to devices, you can see the connected devices, right? Check if you can see there the linksys 04273. on all the connected devices. [silence]
48:00
Speaker 1
So, I'm looking for one that says Linksys. I see Linksys 15966, which looks like it's the – it looks like it's the master node. Maybe. I don't – but there's only one that says Linksys, uh, that I see. I'm still going through them. [silence] Right. Now, now there are there are two nodes here. [silence] Oh, that's just the one node. Probably in in 2.4 gigahertz and one in 5 gigahertz. [silence] So, I'm, I'm not sure exactly what I'm looking for here. I have okay, and what should the last, what should, see what I'm seeing is 192.1681, it's, it's, it's like the uh IP addresses. I'm not, I I have at the very, you know, the first couple ones are like 192.168 things, and then it has a, I'm just not finding if it's supposed to say lynx. I'm not seeing any.
49:00
Speaker 2
We're looking for that node that we just wired if it shows on the connected devices so that we can identify the IP address of that [silence] you can actually check sir if there is a Mac address that
50:00
Speaker 1
Right, uh, and how do I do that? Uh, yeah, I understand. So am I, okay, let me, see, you're, you're wanting me to look at the MAC address of this, of this unit. Okay. Okay, let me go, let me go get the MAC address. Hold on.
51:00
Speaker 2
match the MAC address on the node that we just wired to the parent. Because on the connected devices, it shows online. You can actually click the details by clicking the device, right, or clicking on the arrow, then it will display the information like the MAC address. Yeah, the non-working unit right now, the one that we just wired to the parent node. [silence]
51:00
Speaker 1
I got the last five digits, I think that will be enough. Let me see. 6 3 C 8 4. Let me go back to the app again. open up each one of these then and look for that mac address your thing. Okay, give me one second. All right. [silence] All right. [silence]Braker. [silence] [silence] There's just so many things here. I'm trying to go through. [silence] through them and Narrow it down, but I'm having trouble finding it. Ah, shoot, I lost it. Um, what does it mean that it's blue, the blue light? Does that mean it's connected? So you're saying it has to be here. I can try to what? Okay
52:00
Speaker 2
Okay. Yes, sir. It should be wired, but you can try to... Okay, hold on, sir. I'll try to disconnect the cable and check if it will still connect wirelessly.
56:00
Speaker 1
Okay, I got a solid blue light. Now I got a red flashing light. Yes it is. It's just blinking red. Uh, should I try plugging it back in again? And look. Okay. And you said it doesn't matter where I plug this in. Should I be plugging it into the internet? Oh, this one, you said plug. Okay. I couldn't remember. Okay. Yeah. Okay. Okay. I understand. I plugged
57:00
Speaker 2
Is it still blinking, right? Yes. Um, yes, sir. Um, it should be internet. Sir. Should be internet on the permanent now, it should be any of those, um, Ethernet, but for the, um, this child, but for child should be connected to the internet.
58:00
Speaker 1
Is a yellow internet. [silence] It's it it stopped blinking. It's solid red right now. Um It was blue before. Shoot. [silence] Oh it may not be in there good. Yeah, it's flashing red, I took it out and push it back in but it's flashing red right now. Now it's solid red. But this time it's, does it usually go red, solid red and then to blue? Or does it? Okay, I'm solid blue again. devices, yes. [silence] now, say, I'm on the devices and it has the, you know, the
59:00
Speaker 2
On the connected devices right now, sir, on the connected devices, you cannot find there an icon for a router that shows on the connected devices.
61:00
Speaker 1
It has the router. That's, that's, I guess, is that, hold on one second. There's a, so they all say router. A lot of them say router. It must, router, router, router, router, router. I mean, router, router, router. All these have a connection. Yeah, they're all, you know, it just, I guess it's showing the devices that are hooked up to the router. So it's showing a lot of devices hooked up to the router, in other words. If, if this is hooked up with a solid blue light, why is it not showing up under the devices? Or why is it not showing up under the, [silence]
62:00
Speaker 2
not all of them.
62:00
Speaker 1
or my uh if I leave that and go to my nodes why is it not showing up as one of the nodes since it's hooked up [silence] okay right I got the parent node and then there's four others one of them I was going to do away with and add this one to because it's the other one is a uh it is a WHW03 it's an older node so I was I was going
63:00
Speaker 2
Okay, because there's a possibility that it's not detecting as a child, a node, it's detecting as a router. So we need to check under other devices. So as of the moment, you've got a total of like six nodes, because one parent node and then, but based on the, on the, um, based on the app, under nodes, you've got the parent node and there are four others, right?
63:00
Speaker 1
Plainly, to do away with that one and put this one in its place, since it's a much older node. I have four nodes plus. Four nodes plus the one I was going to replace, a total of five. And the reason it says six, I don't know if you can see that, but one of them I have disconnected already. One of the old nodes I have disconnected. I had two I had two of the WH WH-O-3, and I was doing away with those. Um, that's what Linksys, when I spoke to them a while back, that's what they said I should eventually do, and I just haven't had time to mess with it.
64:00
Speaker 2
So as of now, including that old one that you wanted to replace, you've got a total of five notes, right? That includes the parent. Yeah.
64:00
Speaker 1
they say just to make it clean just have all MX4200 units. so I, I, I was doing away with the. I was doing go ahead say it again I'm sorry. click on I'm on nodes, I'm there. but it can't be there because I've named all those nodes and and these are the nodes that I, you know, these all every every one of these are named and it's not it's not one of these. there if if you know, it's not it's not showing here that one that's connected by the ethernet cable is not showing because I I can see my nodes here.
65:00
Speaker 2
Okay. How about this one, sir? Uh... Can we click on notes? Can we click on notes? And then under notes? Mhm. Can we click each node, sir? And then, look for the serial number uh... Oh, four two seven three? Okay.
65:00
Speaker 1
Here, the five nodes, one of them I'm gonna do away with, but the four nodes are all named and and it's not one of these, you know. It would've been something different. It wouldn't be the name I gave it. So it's definitely not showing up under that Nodes. Um, I have a computer. I can get my laptop. I can get my laptop, but I mean, I, you know, what are you gonna want me? Am you gonna want me to tie into the system or what do you? The uh, yes, it's a wireless laptop. Yes, it's definitely connected. Let me go get it.
66:00
Speaker 2
okay, sir, um... do you have a computer right now that has internet or that is already connected to the router or to the network? I believe that laptop is wireless, right? okay, just make sure that it's connected to the, uh, Wi-Fi okay
66:00
Speaker 1
okay, one second. Okay, it's starting up the laptop. I wasn't using it. Okay, sure. Gosh, why is this not starting up? Okay. I'm, I'm sorry it's taking a minute because it's wanting me to, I haven't opened up the laptop in a while and it's. [speaker liking bubble pop noise] Okay, I'm at the, I'm at my desktop. Windows. This one's an 11. It is.
67:00
Speaker 2
That's okay. Okay. And kindly, this laptop, so is it a Windows or Mac? [silence] Okay, what's the version of Windows, like 10 or 11? Okay. Make sure it's connected to the Wi-Fi. Okay. Open Internet Browser. and then kindly access one
69:00
Speaker 1
Okay. Um. Okay. Give me one second. I'm waiting for. I don't know what it. Okay. It's about to open up. 192.168.1.1. Yeah. I'm up one. One second. I'm sorry. I'm waiting for it to open up. Hi.
70:00
Speaker 2
...Okay? Um, I'm thinking of the address bar on the top of Safari? The, uh, address bar that loads to Google when you have it in your search? Uh, go to that, then erase everything, then type '192.' 168 '.1.' Um, to start with, okay? So, you want me to put, like, '192. 168. 1.' '168. 1.' '.1.' Okay. Uh, then hit enter. What happened? Is it still loading? Um, yes? [silence] Um that's okay sir. Oh yeah, that's okay. That's a browser security. Just click on advanced and then click on proceed.
70:00
Speaker 1
[KEEP_UNCERTAIN] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Okay. [silence] Access VLOC. [silence] Um it wants me to is that my sign in log in with your router password. Uh [silence] you is that some kind of password that you guys have? Or is that my [silence] hmm V-log or is it [silence] Okay. [silence] Let me um, ah shoot. [silence] Uh,
72:00
Speaker 2
Okay, is that the developer out there asking you for a password, right?
72:00
Speaker 1
I don't know my router password, I don't think. Let me trying to figure out what this is. It says VTE. Is that my is that my Internet password? Hold on one second. Give me one second. at the bottom of the of give me give me one second. Let me [silence]
73:00
Speaker 2
then i said that is the router password you can use if you did not change it before you can use the password that's at the bottom of the parent note parent node
73:00
Speaker 1
It's I'm shoot. [silence] I'm [silence] I'm it's [silence] I'm shoot.
74:00
Speaker 2
Okay, did you put another password? [silence]
74:00
Speaker 1
I use when I I usually remember I was using my cell phone and it remembers and uh just give me one second and let me just play with this a minute I have so many things popping up here
75:00
Speaker 2
Sir. Sir, um, when you use the app earlier, did you use the your account, like to login using your email address and password, or did you use the uh option router password? Uh oh.
75:00
Speaker 1
Okay, I'm in. So I'm on the uh, I'm on the Linksys smart Wi-Fi tool. I'm there.
76:00
Speaker 2
[silence] we'll um yeah so okay clearly go to trouble shooting and then under status then devices clearly check if under mac address
76:00
Speaker 1
Right, okay. Hold on one second. Let me go look at the picture of the last five digits of that again. Photos. 63CA4, okay. Six, six, three, okay. It says, why did it do that?
77:00
Speaker 2
that's um like patches on the uh nonworking now don't you just worry it
77:00
Speaker 1
I did find it. For some reason it's popping up router not found. You are not connected to your router. I don't know where that came from all of a sudden. But I did I had found it. But now I can't I can't get this to go away. I don't know why it wouldn't be. I can go here. Yes it says connected. I can try to go to a I can try to go to a web page. Yeah I'm connected. Um and it's saying router not found retry retry and I can't get rid of that. Uh should I type in 192.168.0.1.
78:00
Speaker 2
is the Wi-Fi still connected? Let me try. Yes, Let me try again. Oxygen 192.168.1.1
78:00
Speaker 1
Okay. 1 9.2 1-6-.1 it was at the very bottom. Okay. Let me go to advanced air continue. Okay. I'm okay right now. It's the very last thing on here. It says my router, I I see it right here. It's in L-A-N it says. Well I only looked at the last five digits. But yes [cough] hold on one second. I don't see how it hold on. The
79:00
Speaker 2
Okay. Okay. That, um, exactly the same, uh, Mac address on the bottom of that note, right.
79:00
Speaker 1
A C E C D A D E C. but yes it's the exact same thing. and it's the only it's the only one that's that they're other than the um it's one of the few almost all of them are wireless um there's only a couple that are not and that's one of the ones that are L-A-N 1 92.168.1.14.
80:00
Speaker 2
what is the IP address okay all right so can you um open another tab do not close this page just open another tab
80:00
Speaker 1
I'm doing it. You want me to type that number in? Yeah, okay. 1, 9, 2, .1, 6, A. 1, then 1. 14. A, 1.114. Okay, I'm waiting for it to open. It says, can't reach this page. Yep. Let me go back to the thing. I'm sure .192. one, 68.
81:00
Speaker 2
can you access that 192.168.1.114
81:00
Speaker 1
I don't think I typed it in wrong. I'm looking at it, but I'm trying to refresh it. Right. And then the one nine two forward slash what now?
82:00
Speaker 2
How about type in there, sir, um, H-T-T-P-S and then colon forward slash forward slash Then one nine two dot one six eight dot one dot one one four, and then forward slash C forward-slash CA.
82:00
Speaker 1
Okay, so that pulls up like IP lookup tool. It's like, you know, log on page, username, password. It's it pulled up a browser page here. I mean, it's, it's not IP address lookup tools. Oh. Is it not picking that one up because it's wired and I'm on wireless? What, what? I mean, hmm. Okay. Right, uh, I'm looking at that HTTPS colon forward forward slash 192 168 1 114 forward slash CA. And what happens when I do that is it pulls up a
83:00
Speaker 2
uh... nose, horse. Just for a moment. Let me just check... again, that's HTT a quick pause, colon, forward, forward, forward, forward, forward, 192.168.1.114, and then forward, forward, forward, PA, right
84:00
Speaker 1
It pulls up like, it's a, like a, No. No, it's, it's, it's, it's, it's just pulling up a browser, like a webpage, like a, like you typed in, you know, it's just pulling up a page that says advanced lookup tools, IP address lookup tools, lookip.net, it's, it's just all these different things in here, but it's not pulling up like an actual, an actual page. Yeah, it's like a search result.
85:00
Speaker 2
is it asking for a username and password or so it's like it's like a search result
85:00
Speaker 1
No, this one does not have an ethernet port. I I haven't used ethernet in a long time. I I have another laptop. I I might be I have to look and see where I have the uh I have an Dell XPS but I mean it doesn't even they don't even come with ethernet ports anymore.
86:00
Speaker 2
Sir, do you have another, is your laptop has an Ethernet port? Okay.
86:00
Speaker 1
it has an adapter that you can use. I can try to, I can grab it in a minute here and see. Do you want me to grab it and see if what it... Okay, give me one second here. Let me see what I can do. Uh, I'm going to leave this sit here where we have this. Let me go see where I even have that laptop. I haven't have been using laptop very much. I've been using the iPad and the iPhone. Uh, I don't even. Donna, do I have that laptop still sitting on the dining room table?
87:00
Speaker 2
you can we try that one sir yeah yeah then we need to connect that to the um the uh the the non working node okay sir
87:00
Speaker 1
[KEEP_UNCERTAIN] what say it won't be in my I'm looking for my for the other laptop. I don't even know where it is oh the one that the kids play with the yeah the the good one. I don't think so. Can you look for me? I think it's in my room somewhere under the bed or somewhere. Oh sure. One second. I'm trying to locate it. we just don't use it Donna, I got it. Oh, God. Yeah, but I, I don't have an ethernet port. I'm not going to be able to do that. I do not have an ethernet port. Uh, what I was thinking about was a micro USB. It has a, it has something to plug in. I guess I have this laptop open now and I can type in the 192.168.0.1. I can try to 114 on here, but I don't see what that's going to make any difference, but let me open up this one of the um, okay. Give me one.
88:00
Speaker 2
because we could possibly um like try connecting it to the non-working node. Let's check if uh we can access through that.
89:00
Speaker 1
second, let me, let me get this one started it's, it should be faster because it's, it's a Windows 11, it's a late model laptop I guess don't [silence] Thank you.
90:00
Speaker 2
Okay. If you're going to check out the size here, sometimes some laptops, like it has an ethernet port, but you cannot really identify that that's an ethernet port because once you plug in the ethernet, that's the only way that it will expand so that it can accommodate the cable. We have that like on the side.
90:00
Speaker 1
I was trying to type in 192.168.1.14 on here, but yeah, it, it, yeah, it's not connecting to that 1 14. Uh, and there is no ethernet port. These didn't come with an ethernet port. You had to buy an adapter or something to, to connect to it, and I don't have the adapter. So I can't do that. And if I type in the 192.168.1.14, the same thing is happening. Can't reach this page.
91:00
Speaker 2
Some of one... maybe sorry maybe It's uh... Yeah, because there's possibility right now, sir, that,uh, the non-working node is kinda set up as another, no, uh, another, uh,
91:00
Speaker 1
Go ahead. So it, so if I buy, a device, how I let you go here, but if I buy a device to hook up the ethernet cable to this laptop, are you saying to plug the laptop into the non-working device? Yeah. Okay. Okay. Right now, we can't go any further because I don't have, I do not have a lap. I don't even have a desktop anymore, and I don't have anything that I can, that I can connect directly. Um, let me ask you this. Is that is that, I do have, the house is relatively new, and when we bought that, when we built the house, we did put ethernet cables in all the rooms. Is that, even though it's not showing up on my Linksaz uh app, is that noad plegged into ethernet right now working? But, but it has, I'm just trying to, I'm trying to understand. You know, my house is all wired ethernet, and the main, the main node, the main
92:00
Speaker 2
Possible sir, because the light is right now is blue. Okay, that means it recognized the connection.
93:00
Speaker 1
Master node is plugged into Ethernet. All the other ones work on Wi-Fi. So if I plug that into like another, if I plug that node into another room and plug it into the wall jack, is that going to be tying in to the to the other one that's hooked into the wall jack, the master node, or does it have to go directly into the back of the node there, like it is now? in the back of the master thing. I didn't know if it would pick it up from you understand what I'm asking. It should be can it should be connected to the parent node because I run like in like my master bedroom. I have a node in my bedroom. [silence]
94:00
Speaker 2
it depends. It depends. you know, Mr. But that either net on the wall on the different location of the house, that either not connected to one of the nodes or is it connected to the parent node.
94:00
Speaker 1
Master bedroom, it's the only one I'm using this way, but I have -have a bunch, oh, no, wait, no, no, no, no, no, I have a node in my master bedroom and I have it actually plugged into the internet. It's the only one I have plugged into the ethernet. So, what I was asking, if I take that node that we got. I know what to do. I'll bring that node into the bedroom here and plug it in and see if it turns blue. If it does, it's probably working. Correct? And then I can take this node that's that that will work on Wi-Fi and move it somewhere else. Does that make sense to you? Okay. Right, okay.
95:00
Speaker 2
But here's the thing. As of now, we cannot identify What is the network name broadcasted by this non working node. Okay? Um, it's something that we're not sure, because once we disconnect the cable, that means um, the light turns um, blinking red, that if
95:00
Speaker 1
So, so uh So let me let me ask you this though I can do this in two seconds if I bring if I unplug this bedroom node that is blue right now on ethernet and I bring that other node in here that is right now plugged in with the ethernet cable to the master node I can see if it turns blue and if it does turn blue I can look here and see if it's still showing up on the laptop, right? Let me let me try that real I really don't even need you to do that. If it doesn't work, it doesn't work. I'll figure out something. Thank you so much for your help. You spent a lot of time. I appreciate it. If I had the uh if I had the ethernet jack on this thing, I would do that. Um but I guess I don't have an ethernet jack. I don't know why they don't put them in the laptops.
96:00
Speaker 2
Yes. mm-hmm. mm-hmm. mm-hmm. mm-hmm. You are welcome. mm-hmm. Because if you're going to [silence] [The audio ends abruptly.]
96:00
Speaker 1
Any right. I oh, yes. this this one is called master bedroom and the one that yes. this one's a master bedroom. the but it's hooked up by ethernet. You're talking about the one that's in the bedroom now, correct? Oh, the one is working not working right now. I have no idea what it's it's not named anything cuz I never got to name it. Okay, so it's not gonna work, huh? Okay. I understand. [silence]
97:00
Speaker 2
Condition is not working right now. uh-huh. yes sir the one that is not working right now. uh-huh. um if you're going to view the names on it. right but you're not going to see uh any other name right like you can't remember what's the name that was set up before on this. uh-huh uh-huh. yes sir the one that is not working right now so the one that's not working. still the same so even though the light will turn to blue it's still the same you cannot use it because it won't broadcast any network name because we don't know what's the name that was set up. yes sir. that's why we need to like possibly
97:00
Speaker 1
I understand. And then you would look, then we would try to manually reset it, you're saying, or actually, you know, Yeah, okay. Unfortunately, I, yeah, without me having an ethernet cable, there's not really much we can do, Okay, thank you so much for helping me. Yeah, I can I can order a, Yeah, this Dell laptop, it came, it came with an adapter, but the adapter it came with is like for a USB. It's,
98:00
Speaker 2
Yes, Isolating it by possible. Actually, connecting a computer directly to that node if the computer can communicate to that node. Yes, yes, yes. If we can also access the user interface OK, but if in any case you will have a laptop that has their Ethernet port, or if you, like, have an USB, like, can, like, Oh, an adapter that you can connect it to an ethernet?
98:00
Speaker 1
like, you know, it's the, it, it, it hooks in, the only thing this has in it is like the power, uh, it has like where you plug the power in and and and then there's one on the other side and you can plug that in there and like and it has an adapter to it and that's where I'd hook the other thing. Uh, I I'd have to buy one, an adapter for the ethernet and then plug it in is what I'll have to do. Do you want to give me a case number? Hold on one second. let me grab a pen here. Okay. linksys. Okay, go ahead. Yeah. say that again. L C Larry Kat Sugar L C S.
99:00
Speaker 2
uh-huh uh-huh uh-huh uh-huh uh-huh uh-huh uh-huh uh-huh uh-huh Let's give you a ticket number, okay? All right. The ticket number for this culture is LTS Larry Tango Sugar. Uh no Larry Tango Sugar. Then 0, yes. Okay, 00-136-595-95-9. Yes, yes. So let me repeat this: 00-136-595, yes. Mhm. Okay, yes, yes, mhm.
99:00
Speaker 1
Okay. Thank you so much. Yeah. Thanks for taking so much time. Okay. Thank you. Goodbye for now.
101:00
Speaker 2
You're welcome, too. So thank you for patiently cooperating with the troubleshooting Sir. And this is Carla again, and have a great day, Sir. You're welcome. Goodbye for now.
101:00