V2 Rubric Detail — 696179ce-5f54-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 13:59
Duration
69m 40s
Contact
Brad Robins
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132015
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.
⚠ 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
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+50.5)

V2 Grader Summary

The agent applied correct technical steps — including 5-press reset, firmware update, and DHCP reservations — and the node briefly achieved solid blue, indicating progress. However, the resolution was not fully confirmed over time, and the customer was left to 'observe' without clear success criteria. While troubleshooting was thorough and accurate, the lack of a verified, stable outcome prevents a 'Successful Resolution' classification.

V1 Case Analysis

Customer has MX4200 mesh system; one node stuck on solid purple. Agent used incorrect 5-press pairing method and wrong default password ('admin'). Issue unresolved; agent falsely closed session.

Troubleshooting Steps
  • Collected serial number and contact details.
  • Incorrectly instructed 5-press reset on parent router (invalid for MX4200).
  • Guided customer through firmware update and DHCP reservation steps.
  • Attempted to verify firmware versions and signal strength.
Key Observations
  • Agent used 5-press method on MX4200 at [26:00–28:00], which is not supported per KB (correct method is Pair button).
  • Agent incorrectly stated default password is 'admin' at [40:00], contradicting KB guidance for MX4200.
  • Node remained solid purple throughout; no successful pairing confirmed.
  • Agent falsely declared issue resolved at [68:00] without validation.
  • Long hold at [10:00] without explanation; payment processing took significant time.
  • Agent did not verify warranty status via lookup despite offering paid support.
Positive Highlights
  • Collected full customer contact information and serial number at [01:00–03:00].
  • Correctly identified the need for firmware update and guided customer through it.
  • Attempted to verify signal strength and firmware versions post-update.
Agent Errors / Gaps
  • Used invalid 5-press pairing method on MX4200 (correct method is Pair button).
  • Provided incorrect default login credentials ('admin' is not default for MX4200).
  • Falsely declared issue resolved without confirming node status change.
  • Assumed warranty status without verification or lookup.
  • Failed to create or reference a HappyFox case.
  • Did not explain next steps or offer self-help after paid session ended.
  • Gave confusing, overlapping instructions during DHCP reservation setup at [54:00–65:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent guided customer through 5-press reset, firmware update, and DHCP reservations, and the node briefly turned solid blue, but did not confirm long-term stability or resolve the root cause of recurring disconnections.
R2 Met Diagnostic thoroughness conf 92%
Agent performed logical troubleshooting: confirmed LED state, moved node closer, used 5-press method, accessed web UI, updated firmware, sent diagnostics, and configured DHCP reservations — all relevant and sequential steps.
R3 Met Correct resolution path conf 96%
Device was out of warranty; agent offered paid support and delivered best-effort troubleshooting instead of dismissing the case, aligning with OOW policy.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent correctly identified solid purple LED as 'ready for setup', diagnosed need for re-pairing, and pursued firmware and configuration fixes based on observed symptoms.
T2 Met Appropriate tools / resources used conf 93%
Agent appropriately used the router’s web interface to check firmware, perform updates, send diagnostics, and configure DHCP — all necessary tools for this issue.
T3 Met No misinformation conf 97%
All technical guidance was accurate: purple LED meaning, 5-press method for MX4200 (supported per KB), firmware update process, and DHCP reservation steps.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent provided structured steps but had long silences, repeated instructions, and failed to summarize progress, leading to customer confusion and loss of momentum.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like 'DHCP reservations' and 'firmware version' without simplification, and moved too quickly when customer asked to slow down.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 87%
Agent told customer to 'observe the connection' but did not set a clear timeline, success metric, or follow-up plan.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized early but became transactional; acknowledged customer’s decade-long loyalty but did not express empathy during troubleshooting.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a technical pace despite customer’s repeated requests to slow down and confusion about node identification.
X3 Partially Met Overall experience conf 89%
Customer had to move nodes, take photos, navigate complex menus, and guess which device was which — high effort, though agent did not ask for redundant info.
Call Transcript100 turns · 112 lines
Speaker 1
Hey, uh, what do you need from me in terms of uh my system or whatever to to pull up my file? Uh, it that it's not working? So, does uh, I have four pods. That this one pod. is uh consistently uh purple and uh will not go off purple. uh probably uh 10 times. I've been a customer for at least a decade. I'm calling from Canada. Yeah, Brad B-R-A-D Robins R-O-B-I-N-S. Uh sorry, 416 419-1224. Uh the email is Brad B-R-A-D@robbinsrobin.com.
00:00
Speaker 2
And this is your first time calling us for support? And are you calling? I see. Thank you for that one. And are you calling from United States, right? May I know your first name and last name, sir? And your callback number. And your email.
01:00
Speaker 1
anspartnership.com correct [sneezes] what correct [clears throat] yeah it just went off like the system has been you know I've upgraded this is the third time I purchased your systems unfortunately it doesn't uh best buy or that nobody offers even on Amazon a replacement single pod and uh and therefore it's uh it seems to be throwing off the others and not getting coverage in the house that the way we need it
02:00
Speaker 2
partnership.com. Okay, so brad Robins, Robins, R-O-B-I-N-S partnership.com. And you mentioned earlier that your four, you have four link sys nodes. And there's one node that keeps on disconnecting. [silence] So, it is a current lights in.
02:00
Speaker 1
The parent node, the one that's running it, blue. They are, all the other three are blue. Oh. Yes, it's, uh, you want the model number, you want the serial number, right? Serial number is, here we go. Okay, here we go. 3 8 U 1 O M 5 4 V C 1 9 9 6 3. Correct.
03:00
Speaker 2
So, purpose the serial number of the child node that lost connection. serial yes, Serial number 1 9963 so one nine nine six three. Okay, this is an MX4200 and who is your internet service provider SIR?
03:00
Speaker 1
Uh, I'm on a fiber optic. It's called Vianet. And I've already spoke, I've spoken to them several times. Yeah. Uh, as long as we can get the job done. Normally you don't do this and I haven't been under warranty, but if that's what you want to do, I I don't have a [silence]
04:00
Speaker 2
Okay, now, before we proceed, I would like to set an expectation regarding of the warranty status of this router, the specific child node. It indicates in our system that this router is no longer under warranty, and I really apologize that live support is no longer available. However, we have a paid support, so I can still assist you setting up your child node, but you need to pay $15, and it's good for 60 minutes of troubleshooting.
04:00
Speaker 1
problem with it as long as you can help fix it. Okay. What do you, what do you need from me? I I I I don't care. I don't care. I I I agree. I find it offensive, but I agree. Sorry, you need a credit card. you need, you need a credit card or something from me. Is that right? Okay. Okay. I I have to go get my I have to go get my wallet anyways. So uh, that that's fine. Take your time and I'm just getting my wallet. If you got a minute to what to look at that article is pretty special.
05:00
Speaker 2
yeah. Okay, so by purchasing, so by purchasing this service, so you need to agree that it's a one time. So, it's a non-refundable technical support session lasting up to six. Okay. So, there we go. Just give me one to two minutes to prepare my tools. Okay. yeah, Yeah, credit card. But just give me one to two minutes to prepare my tools, okay? okay. Sure.
05:00
Speaker 1
Excuse me? It was shared on the family. What's? What did you say? You said something. All about it. Not like I said.
06:00
Speaker 2
I do really apologize for the inconvenience, sir, but just please give me three to five minutes to hold this call to have resources in my end, okay? Thank you.
10:00
Speaker 1
[ silence ] [REDACTED_PAYMENT_DIGITS] Uh, expiry [REDACTED_PAYMENT_DIGITS] Correct. [REDACTED_PAYMENT_DIGITS] Now, no, Brad, uh, are you listening? R-O-B-I-N-S partnership.
12:00
Speaker 2
and the two digit expiration for the month and year, [REDACTED_PAYMENT_DIGITS], and the security code of the card. Okay, so your personal email, sir, that I will going to use to send a receipt is Brad at robinson Robenson.partnership.com.
13:00
Speaker 1
P-A-R-T-N-E-R-S-H-I-P-dot-com. Okay. [silence]
14:00
Speaker 2
Okay, thank you for that. Tell them to just for see the same section and send a receipt before we're going to troubleshoot your links now and more, okay? Thank you. Okay, so I would check your email, Brad, if you received the receipt that I just sent. [silence]
14:00
Speaker 1
[silence] Uh ... nope. Did not. I just did. [silence] Is - uh, sorry, what? [silence] [silence] No. [silence] How do you spell Robbins? R O B 1B. Okay. Mhm. Yep. Okay. I you can. I mean if you've got processed I don't need confirmation let's just start fixing it.
17:00
Speaker 2
yeah so let me just spell it for you your email is r-for Robert, a-for apple, d-for desktop, r-for Robert, o-for orange, b-for boy, i-for India, n-for Number, letter S for Sam, partnership, so p-a-r-t-n-e-r-s-h-i-p.org okay so how about this one sir? let me just provide you your transaction ID as your receipt.
18:00
Speaker 1
I'm not really concerned on the $15 to just want it fixed. sorry, do you want me to go down and put them all together because isn't that the way you want them all to see how they work with each other? and the notes? Yeah. Okay. You want me to plug it I I just plugged it out because it was throwing everything off, but plug it back in? Yeah, yeah. All the other ones are. [silence]
19:00
Speaker 2
Okay. Sure. So, it might be still processing, and don't worry for that. We have also a receipt in our end, the proof. Okay, so now what is the current light indicator of the MX 4200? No, no, just the specific node that lost connection and regarding with a placement? Yeah, the MX 4200, the serial number that you just provided earlier. Yes. So, make sure to plug all the nodes back in. And since your Linux is now fully booted up or currently booting up, it will take 2 to 4 minutes.
19:00
Speaker 1
Yeah, yeah, so, uh, so this one, so, so the others are all loaded, they're all blue, they're all around the house, one's hooked into the, um, uh, uh, sorry, fiber optic, and then one's, you know, uh, hardwired into into my wife's computer. This one, it's, it's, it's a, it's a purple, like a pink, it's not a color that typically, you see. 50 times.
21:00
Speaker 2
a minute. So let me know once they are all solid blue or the other node turns solid or purple or solid red, okay? Okay, so did you attempt to reset this node? Okay. That's why it turns to solid purple, which means it's ready for setup. So don't worry for that one, sir. So make sure to move that node that is currently purple, same room with the main router. About. [computer silence]
21:00
Speaker 1
Okay, so just so you know, I've done that at least 25 times as well. I'll do it again, but I've done at least 20. Okay, so I'm moving. Okay, but exactly what you've told me to do, I have done. Okay, so I will go do it again, but I have to go down to the basement where the power source is, so we're going to go down there now. And I will do what you asked me to do. Five feet apart. Okay, give me a minute to get that all together. Five feet apart. I'm just looking for another plug.
22:00
Speaker 2
3 to 5 ft apart from each other. Okay. So, for the setup. Yes, please. Yes. But for the setup process, go ahead. Okay. Yes, please. So, 3 to 5 ft apart from the main router, and plug the node directly to the power outlet. Yes. 3 to 5 ft apart. Yeah. Sure.
22:00
Speaker 1
and go let's go downstairs go on go on sorry I'm telling the dog to move at the same time let's go move Andrea do you have a um uh power bar anywhere uh free power bar no alas one that I had I just used for the dog maybe downstairs in the uh little storage area okay okay thank you I'm just moving around getting everything ready to do this properly
23:00
Speaker 2
Don't worry, just take your time.
24:00
Speaker 1
Okay, five feet away.You said?okay, I'm about three.Perfect.Know what's gonna happen,but check it out at east.To the screen. Yep. Yep, yep. okay, so i've got a solid purple. okay,
25:00
Speaker 2
but let's just I was just worried to turn solid purple so it will take two to four minutes okay and by the way since okay now it's ready for setup so let's proceed to set up this node using the five press method so go to the parents node sir then press [silence]
26:00
Speaker 1
Sorry, I couldn't hear you. Sorry, start again. Uh go to what? Okay, yeah, I'm at the parent node. Okay, one second. Press reset five times for five five seconds each time. Okay. One, two, three, four, five. One, two, three, four, five. One, two, three, four, five.
27:00
Speaker 2
Yes. Release the reset button. It's okay. To the parent's node or the main router. Then, press, release the reset button of the main router five times within five seconds. Yes, not too slow and not too fast. So, press, release, press, release, press, release, press, release, press, release, press, release. [ silence ] Okay. Press, release, press, release, press, release, press, release, press, release.
27:00
Speaker 1
all five okay one two three four five okay solid blip now it's start now it's starting to flash it's just stayed but now I see it's it's starting to the for the
28:00
Speaker 2
Release. Five times within five seconds. That is the light indicator of the main router. It hasn't blinked. So when you Okay. Keep observing it. And by the way yeah let me just confirm. There's only one cell that keeps disconnecting or lost internet connection. So it happened for how many times in a day? [silence]
28:00
Speaker 1
Okay, first time is starting to read like, go back and forth red, like, I'm, like, it seems to be maybe processing something.
29:00
Speaker 2
Mm-hmm. okay. And the light indicator of the parent node is now solid blue. The light, the light color on top of the main router. Okay, it's setting up. It's a good sign. So, it will take 3 up to 5 minutes for a router to set up. And while, yeah, and while waiting, sir, can you please grab a laptop or a computer which we can use to access the Ok, it's setting up.
29:00
Speaker 1
Understood, but they're in different places. Can I wait like I'm now in the basement and then I've got to go get the laptop, like, take it back up or what do you want me to do? Okay.
30:00
Speaker 2
[silence] You have to Lync them to notes if they're all up to date. Yeah. Yes, grab the laptop since it will take three to up to five minutes for the child node to set up.
30:00
Speaker 1
seem to be happening a positive outcome so far. I'm in the middle of reprogram. [DOWNWEIGHT] Okay so uh so the new no just so, you know, is now solid blue, which is a good thing like you said. I'm sorry, not the new the one we just OK, so now you you. Correct. Now you want me to go? Sorry, what's that? Oh, now put it back to back to where it was. Okay. That's before I need to do the computer. Is that right? Okay. Yeah, yeah, yeah Okay. Okay, let me do that one second. Yeah, I I got it. I
31:00
Speaker 2
Okay. Yeah, that's good. Can you please, okay, so the node that we just set up is now solid blue. Can you please relocate the child, relocate the child node back to its original placement? Yes, exactly. Yes, because I need also to check the placement of the child node that might cause the issue. So we need to make sure that all the nodes are there on the specific placement. Though there's [silence] Though there's [silence] [silence]
32:00
Speaker 1
I get it, yeah. Yeah. Dun this many times. Yeayeguard. Thank you. [silence] [silence] [silence]
33:00
Speaker 2
I'll thank you and by the way sir since you calling from Canada I'll charge you 15 Canadian dollar okay? You're welcome.
33:00
Speaker 1
Okay. I'm just making sure it gets set in solid blue before we do the computer thing, right? Yeah, exactly.
34:00
Speaker 2
Yeah, sure. Yes. We need also to make sure that it turns to solid blue, so we'll just keep on observing it silent
34:00
Speaker 1
It's just recycling on the red right now okay okay now I got a solid blue Yep Oh sorry it went back operator right so let's check Okay seems to be locked
35:00
Speaker 2
Yeah, yeah, it's normal since you move it farther. It's solid blue now. Okay. Now go back to the computer or laptop. But yeah, keep on observing it, please.
35:00
Speaker 1
Okay. One second. Now I need my laptop. Is that. I need my laptop. Correct. Uh I'm not sure about that. Oh, the network that I'm using. Okay. Okay. Okay. Yes. One second. Okay. Yep, I'm connected. Okay, now. Uh I am a Mac.
36:00
Speaker 2
O.K., That's good. So let's proceed to access the web interface of this router. So make sure your O.K. Yes, you need your laptop and make sure your laptop'Est connected to your Linksys network. Yes. O.K. Is it the Windows or Mac? O.K., can you open Google?
36:00
Speaker 1
Yep. I'm opening Google, yeah, I'm opening it, it's open. Uh, sorry, one second, I just want to turn off my light for a second. Okay, uh, sorry, type what? 92.168.1.1, okay. Linux says I might get in a warning when I try to access my router site in a browser. Is that the one? Click. Turn on
37:00
Speaker 2
Then, on the address bar, kindly type 192.pence, type 192.168.1.1. Yes, click advanced or continue.
37:00
Speaker 1
[silence]
38:00
Speaker 2
Yes. Yes.
38:00
Speaker 1
No, it says to proceed with this thing. And then it says unsafe, like it allows me to proceed. Okay. Yeah, okay. I'm proceeding, I'm now I'm I'm I'm getting to your world cuz I know I've been here before. Okay. Um, one second. Okay, it says sign in, log in with your router password and it says access verify. My default password? Uh, let me just see if I got it. I'm sure it's changed, but. [silence] I'm number 800. [silence] Hello? growl. [silence]
39:00
Speaker 2
I proceed. Yeah. Proceed. Yeah. Can you still remember your router password? Yes.
39:00
Speaker 1
router password, is that the one, password, link password for this for then this email address, right, yeah, I know, okay, with capital or not, A, D, M, I, N, and then sign in, okay, got it went through it shows my thing, it says this device, it says connected to router, it says connected to the internet, and then I have, uh, one, two, three, connected, how many do I have, one, two, three, I actually have a fourth, but okay, yep.
40:00
Speaker 2
yes [silence] no no [silence] it's actually different from your linksys account and your wi-fi password [silence] can you please try to use admin? the word admin [silence] all all lowercase a d m i n [silence] all lowercase [silence] yes [silence] did that go through or not? [silence] the net
40:00
Speaker 1
Yeah, router settings, connectivity, OK. One second, it says updates available, it says firmware update it says updates are available. hit update OK, but it did come up red and it shows updates are available. But hit don't hit update, hit details. hit details. OK. detail. Yeah, it's
41:00
Speaker 2
Okay, so you have a network status that shows connected. Can you go to Connectivity, sir? So below the router settings, Connectivity. So you're currently on basic. And then on the right side, you can see the firmware update. And then check for updates and then details. Click the arrow icon of the details. Okay, can we check the arrow that shows details? Okay. Yep. Click the arrow icon of details first, and then check if there are, all the nodes are connected, and check the firmware version. [silence]
41:00
Speaker 1
So I've got the three nodes that are on yours, like on the system. And then I have a, like, I have a fourth plugged in and it says update available. So the three proceed to update. Update firmware, adjourn the firmware. You're able to causing all devices to connect to the issue of loose there, blah, blah, blah, blah, blah. Yes. Okay. That makes sense. Because they're all MX related. Yeah. you're one of the ones that required an update. You're right. Is one of the MX 4000 ones.
42:00
Speaker 2
Mhm. Okay, proceed to. Yes, because it might cause the issue. So proceed to update the firmware of the nodes. Yes. [silence] Okay, that's good. So it will takes 10 to 15 minutes. So just keep on observing it.
42:00
Speaker 1
The router is rebooting the action you performed requires a router reboot this may take a few minutes please wait until reboot is complete okay check that.
44:00
Speaker 2
yeah, and the one that is currently updating sure is now blinking [silence]
44:00
Speaker 1
I'm just going to look around the house just to see which ones just so I know which one it is that's blinking. Yeah. Yeah. Understood.
46:00
Speaker 2
sure. But let me know once they are all solid blue, okay? So that we can refresh the web page and proceed.
46:00
Speaker 1
Okay, complete. Okay. Let me see. Okay, now it says firmware updated, blah, blah, blah, blah. You want me to check on details again? Yeah, it says they're all connected. Now, up to date. They're all up to date. They're all green. Yes, sorry, what do I need to do now? Where, sorry, I'm, I'm a little confused. [silence]
47:00
Speaker 2
y yes details then can they provide can they provide a firmware version of all the nodes let them the firmware the latest firmware version provide the firmware version so you're currently on details and then provide the firmware version is it 1.0.13.
47:00
Speaker 1
Okay, now, when I went to firmware update, it shows check for updates, that's all done. Now do you want me to go okay, cancel, apply what? Okay. Oh. Arrow. Where is it say? Oh, oh, you want the current version? They all have different versions on each one. Sure. On three of them, it it it is 1.0.13.216903.
48:00
Speaker 2
Okay. No, no. No, no, click the arrow icon. Uh of the camera and you can say there firmware version. Yeah, provide the firmware version, 1.0 like that. Yes. Okay. Can I provide the firmware version? What model number is this?
48:00
Speaker 1
Three of the child nodes are all MX4000 and one is MX2000. And it has it has it has a different version of the firmware. You want that one? One dot one dot seven dot two one zero four eight nine. Sorry four six nine. They're all the ones I gave you, which is one dot zero dot
49:00
Speaker 2
Do you have different model number of the child notes, sir? Okay. So it might be an MX Hold on. Let me just check. Yeah. Yes, it is an MX. Let me just verify that one first. So the MX 2000 firmware version is one. Yes. What is the firmware version of the MX 2000? 489 or 469. Yeah, it's okay. So how about the three MX 4000?
49:00
Speaker 1
Chirpers and then troubleshooting sure okay I'm in diagnostics sorry what was your question?
50:00
Speaker 2
Can you please go to trouble shooting? Click OK so that you can go back to the previous page. Then diagnostic. And then send network. Like in their diagnostic, can you
50:00
Speaker 1
Oh, sure. Yeah, yeah, yeah, I got it. Thank you. It just says waiting. Diagnostic information has been sent. Correct. Yeah.
51:00
Speaker 2
Please proceed to share router info with Linksys, and then send my info to that I can check the placement or your signal strength of the child node. I guess I'll just check. You have actually wired connection, one child node. But let me just check if you have.
51:00
Speaker 1
yeah because I, I have like total full bars in my system. Like I have it all uh it all connected um full strength on my on my phone, on the iPads, etc. One second, I'm just gonna see if uh my wife has cuz she's the one that's, that one that's hotwired straight in. Andrea, can you go on your computer?
52:00
Speaker 2
have a good signal strength, okay? you know, because it's actually recommended, search, uh, to have a negative 65, uh, 64. DBM.
52:00
Speaker 1
I believe you have full bars there but check your computer. You have full bars on your iPad but check your computer. Looks like it. Right? Seems to be strength everywhere. Next activity. Where do I go that I just go backwards?
53:00
Speaker 2
okay. Yeah, you have actually have a good signal strength, negative 69 and negative 58. So even though it's recommended to have a negative 64 signal strength. But if you really want to place this node to that location, yeah, it's okay. since you have a good connection for at this moment. So now let's also reserve the IP addresses of the child nodes here. particularly of the node that's keep on disconnecting. Can you please go to you know, go back to connectivity.
53:00
Speaker 1
I'm right now on Troubles. Click okay. okay, and then go back to connectivity. okay? yep, okay. local network. okay. okay. okay. cool. click select all the child mode. I'll let me just see, because I got a list of a couple of things. They all say links linksys on it. Is that what they'd say? Not network device. I got a linksys. I got one, let me just see, because there's a list of a whole bunch of stuff. I got a child node three. I got a linksys. I got aum And, and
54:00
Speaker 2
Click OK. We have connectivity. Then local network. And then on on the very bottom, you can see DHCP reservations. Click that one. And then select all the child nodes. Yeah, it lays its.
54:00
Speaker 1
And one says linksys uh one nine nine six three one three. Okay where do you want me to go now? Okay let's start a bit right now I'm on connectivity hit okay to get out of connectivity. Or do you want me to go or do you want me to go to? Okay I'm going out of connectivity. Okay. Yeah yeah yeah okay.
55:00
Speaker 2
Yeah, do you have a link? This app with you or you can actually go back, click okay? You can actually go back to the device list to check your Wi-Fi name or the name of your child node. Or go to the device list. Then you can take photo of the name and the IP address of the child node, so that we can reserve their IP address. Yeah, get out of connectivity for the meantime to go to the device device list.
55:00
Speaker 1
I've got so I've got the, before going you would just want I've got node 1 lynx. This 9 1 9 9 6 3. I've got upstairs and I've got child mode 3. The child mode story the one that says child Child mode 3. Well, I'm saying I don't know which are the child nodes because I'm saying I've got them listed as four different things. One says node 1 online, one says lynx. This 1 9 9 6 3 online, one says upstairs, which I know is the 2001 and one says child mode 3 online.
56:00
Speaker 2
[silence] 0 the device list to check the name, [silence] and the IP. [silence] addresses of the child nodes. Yeah, because you need to remember that one so that we can reserve the IP addresses. [silence] Yeah, because we need to go back to connectivity. All the child nodes, all the child nodes. [silence] Yeah.
56:00
Speaker 1
So, how do I know which one you're talking about? hit each one, right? Okay, so first I'm going to node one and the IP address is 192.168.1.1. Okay. Well. Okay, one second. Let me take a photo. IP address. Okay, photo. And then I just hit okay. Should I take one of the other ones, too? [silence]
57:00
Speaker 2
The first one, it must be the IP address, okay? So, you have four nodes connected on the device list. Check the IP address of each of that node, okay? [silence] Yes, [silence] you can take photo on that so that you can add that node when you go back to connectivity, because you're going to add it.
57:00
Speaker 1
okay. okay, now where am i what am i doing? [silence] okay, one second. [silence] local network. okay.
58:00
Speaker 2
Mm-hmm. and then select the child nodes. Yeah. The HCP reservation and select the three child nodes to reserve. So once you select the three nodes, click add the HCP reservation and then you can
58:00
Speaker 1
10.1.192.168. Okay. I got network device, I got next and system. I got okay, 19.6119.6211.19682. Okay. 19682.1119682.179. [silence] what am I supposed to do three or four of these? oh, okay. okay.
60:00
Speaker 2
Three, just three. You have three child [mumbles]. You can actually check on top reserved addresses, the three child
61:00
Speaker 1
Sorry, so, so, sorry, you're going slow down. You're going way too fast. And basically, I have actually four. I don't know which are the child ones because those numbers match four different things, right? I've got One second. 104. 104. I've got 59, 195, 195. 115, 179. I I'm getting confused on this one, by the way. I don't, like I have, like I keep saying, I don't know which the child nodes are to the fourth one that's that's put in, but I have four different numbers that match with the four different pictures that I took.
62:00
Speaker 2
these are successfully added. And if it is your childhood then select that also and proceed to click or add the HCP reservation. [silence]
62:00
Speaker 1
54. 92.168.1 i don't know why it says something different. Okay, so what am I doing? How am i just add them? Add. Sorry, where am I going now? Plit then okay. I'll reserve reserve address. Okay. Yeah. Yeah. Yeah. Yeah. Okay. I believe it has.
64:00
Speaker 2
[silence] Yeah. So proceed to click add HCP reservation. Once you've done selected the three child nodes and then check on top to verify your reserve addresses. No, in top store, on the very top, you can see your device says successfully reserved.
65:00
Speaker 1
Your router is applying changes, is that okay? Sorry, sorry, sorry, slow down again, excuse me. Where it says, applying changes, it goes, your router is applying changes, should I hit okay? Okay. Okay. I see. K.K.. Okay. Okay. So now I've got connectivity. I've got router details. I've got this stuff enabled. Do I want to apply, do anything or what I want to do with this? I'm back to connectivity. administration. Okay. Okay. What do you want here?
66:00
Speaker 2
Yes. yeah that's good and we need to do this once to maintain. yes . and it will helps maintain a reliable connection and smooth connection between the parent node and the child node. Okay. go to administration. Then this Able. [silence]
66:00
Speaker 1
[KEEP_UNCERTAIN] Express forwarding is enabled. Is enabled. uncheck, uncheck, enable. Okay, now express forwarded is not checked anymore. And how about where it says, okay, how about where it says U.P.C? Adjust express. Okay. You're right, there is applying the changes. I'll go okay again. It's the, sorry, where am I going now? [silence]
67:00
Speaker 2
Disabled or uncheck Express forwarding take uncheck that one or disabled Express forwarding. Yeah. Then click apply. And now just the Express just the Express forwarding and then click apply Yeah. And since we applied pain gesture and perform advanced troubleshooting do resolve this kind of issue. So, all you need to do now is to observe your connection and since it's [silence]
67:00
Speaker 1
What do you mean observe? I don't hear that word. I don't understand what you mean. What's the word you're saying just before connection? Oh, okay. I didn't understand the word. Let me just check everything's working. Andrew, are you working? [silence]
68:00
Speaker 2
Observe Look, observe the connection. Okay, since we already egged your link service show, all you need to do is to observe the connection. Okay, since we already performed the troubleshooting that we inicial fix this issue. All you need to do is to proceed and observe your connection. Okay. Now observe Observe your connection, because we're already. So, I will ask you if there is anything else that I can help you with. [silence]
68:00
Speaker 1
Okay. I could I could I could close this right. I can close now that this is the program we were on right? Okay. I'm done. Thank you very much. Take care. Bye. Thank you. Bye.
69:00
Speaker 2
okay you're welcome sure and by the way your paid session is also complete so we've provided troubleshooting and that has just been resolved so as this is one time non refundable session the further support would require a new paid session so thank you so much um brad for your patience oh yes exactly yes yeah thank you for your time brad and have a great day take care bye you're welcome
69:00