V2 Rubric Detail — 6b0845c4-7646-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:47
Duration
63m 8s
Contact
Robert Schwartz
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Marc Baynos
HappyFox Case
#LTS00135702
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution3.44/5
Technical2.19/5
Communication2.50/5
Ownership3.57/5
Escalation0.00/5
Customer Exp2.86/5
Overall53.3% (+25.3)

V2 Grader Summary

The agent achieved partial success by reconnecting one child node using the web UI, but provided materially incorrect technical information (solid red as normal state) and failed to escalate a likely hardware fault. Despite strong ownership and empathy, excessive customer effort and incomplete troubleshooting on the second node prevent a full resolution.

V1 Case Analysis

Customer unable to re-pair two WHW03 child nodes after parent reset; agent gave incorrect LED guidance, wrong reset timing, and collected paid support without completing standard troubleshooting; nodes remained blinking red; no resolution achieved.

Troubleshooting Steps
  • Explained and attempted 5-press pairing on the parent router.
  • Guided customer to log into the local web UI (myrouter.local) and use the Add Wireless Child Node wizard.
  • Instructed multiple factory-reset attempts on each child node (20–30 seconds hold).
  • Observed LED status after each reset.
Key Observations
  • Agent collected payment for a support session before attempting standard troubleshooting, violating protocol.
  • Agent provided materially incorrect technical advice: claimed solid red after reset is normal (KB states solid red means fault), gave inconsistent reset timing (20 vs 30 seconds), and misdescribed the 5-press method as unusable after one attempt.
  • Agent incorrectly stated the Linksys app cannot add child nodes for WHW03 (KB confirms it can).
  • Call was inefficient, with long loops, contradictory instructions, and unnecessary hold periods.
  • Agent failed to escalate or provide a clear next step after the issue remained unresolved.
Positive Highlights
  • Agent acknowledged the customer's frustration and used empathetic language at several points (e.g., [07:00], [08:00]).
  • Agent was able to navigate the customer to the local web UI and locate the Add Wireless Child Node option (e.g., [27:00]–[31:00]).
Agent Errors / Gaps
  • Incorrect LED interpretation – claimed solid red is a normal post-reset state; KB states solid red means 'No internet connection' or 'Needs reset'.
  • Stated that the Linksys app cannot add child nodes for WHW03; KB confirms the app can add nodes for WHW03.
  • Provided inconsistent and incorrect reset timing (20 seconds vs 30 seconds) and unclear release instructions; KB specifies 10–15 seconds for WHW03.
  • Collected payment for a support session without first verifying warranty eligibility or attempting all standard troubleshooting.
  • Misrepresented the 5-press method as unusable after one attempt; KB states it can be retried.
  • Failed to set a clear next-step or escalation path after the issue remained unresolved.
  • Incorrectly claimed that the web UI is the 'safest' way to add a node, implying the 5-press method is risky; KB does not support this claim.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
First child node reconnected via web UI, but second node remained blinking red and agent concluded it was defective without exhausting all best-effort troubleshooting.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through multiple valid troubleshooting steps: reset child nodes, attempted five-press method, used web UI (myrouter.local), verified login, and attempted Add Wireless Child Node function.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified device as out-of-warranty and first-gen, but prematurely ruled out further troubleshooting on second node; best-effort standard requires more exhaustive steps before concluding hardware failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent confirmed model (WHW03), LED states, and reset attempts, but did not ask about WAN connectivity, signal strength, or whether the node ever turned solid purple — key diagnostics for pairing failure.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used the web UI (myrouter.local) as the appropriate tool for adding a child node when physical methods failed, which is consistent with KB guidance for WHW03 series.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated that solid red is a normal part of the reset sequence for WHW03 nodes; per KB, solid red indicates no internet or hardware issue, not a valid intermediate state.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but introduced paid support mid-troubleshooting without framing, had long silences, and repeated instructions inefficiently (e.g., multiple reset cycles without clear progression).
C2 Partially Met Confirmed understanding conf 80%
Agent used empathy and lay terms at times, but used unclear phrasing (e.g., 'camera equipment', 'trial note') and technical steps without confirming understanding, especially during web UI navigation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and persisted with troubleshooting for over an hour, including multiple reset and recovery attempts.
O2 Partially Met Proactive follow-through conf 85%
Agent gave step-by-step actions but did not set a clear follow-up plan; customer was left to retry independently with no timeline or support path beyond repurchasing time.
O3 Partially Met Closure confirmation conf 80%
Agent referenced prior call briefly but did not confirm what troubleshooting had already been done, leading to repetition of reset attempts already performed by customer.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent diagnosed possible hardware defect but did not escalate to engineering or higher tier despite documented procedures for unrecoverable nodes; instead concluded replacement was the only option.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly acknowledged frustration (e.g., 'I totally understand where you’re coming from') and validated customer’s urgency and emotional state.
X2 Partially Met Tone & rapport conf 80%
Agent attempted to match customer’s anxious tone but used inconsistent terminology (e.g., 'trial note', 'camera equipment') and did not adjust when customer expressed confusion.
X3 Not Met Overall experience conf 95%
Customer performed numerous manual resets, power cycles, and web UI steps with minimal progress on second node; agent could have reduced effort by guiding more efficiently or offering remote diagnostics.
Call Transcript104 turns · 112 lines
Speaker 1
Yes, I've called before today. My name is Robert Schwartz. I'm having trouble reconnecting my children nodes to the parent node. [silence]
00:00
Speaker 2
Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
Accidentally did a reset on the parent and then that threw off the children. I'm trying to reconnect the child... The parent's reset. The children won't connect to it. [silence] Yeah, what's the what? Uh. Uh, uh, yeah, it's, it's solid green, I think it is. It's a greenish blue, and it is connected because the Linksys app sees it. [silence] Yes. [silence] Yes. And I've been trying for the last two hours.
01:00
Speaker 2
I got it, uh was able to pull up a record for you in the system. Just to double check, you accidentally reset your child mode. I'm sorry, parent mode and what's the light indicator showing for the parent mode? Um, what's the light indicator showing at the top of your parent mode? Um, okay. Now you're trying to add your two child modes. Is that correct? Um, okay. So let's try to, um, reset the parent mode.
01:00
Speaker 1
Uh, I, I, I don't know. I'm looking at the box if the box only says three-pack V-Lop, uh, on the bottom it says AC 2200. Then it says on the right side W, H W 0303. Is that a, is that a mesh router? Mesh router, right? When did it expire? It couldn't have expired long ago, right?
02:00
Speaker 2
Sure, I was able to pull up a record for you in the system. The device that you have there is a model WHW [REDACTED_PAYMENT_DIGITS] Is that correct? Yeah, that's the model number I've mentioned. Now, sir, for the device that you have here, what's your `camera equipment? Now, sir, it's a mesh device, sir. Now, sir, it's taking... Yes. Double-checking your device here, based in records, the warranty of your product is already been expired and just to set proper expiration, [ silence ]
02:00
Speaker 1
Really? Wow. Oh, oh, okay. I mean, it shouldn't be this hard to set up. I mean, there's something wrong with the system. I mean, if you need to charge me for this, I don't care. I need to get back up online. This is like critical. My whole house is like connected to Wi-Fi, and I have no Wi-Fi connected to the nodes right now. So this is a mission critical issue for me. I need to get back on Wi-Fi. [silence]
03:00
Speaker 2
it was way back [REDACTED_PAYMENT_DIGITS] sir yes sir I hear you sir no sir we do have a paid support good for [REDACTED_PAYMENT_DIGITS] minutes troubleshooting this is just one time however I just would like to set proper expectation before we process payment that we cannot guarantee you [REDACTED_PAYMENT_DIGITS]% that we can resolve your concern because again as you've mentioned there might be an issue going on
03:00
Speaker 1
Okay, I guess so. I have a computer. I mean, what do you mean hard wiring? rights right now the parent is connected to the with cable, you know, the the through its optimum is connected directly by into the, I I I can't, I don't want to, my daughter's working at home, on I I can't, I can't afford to have her offline. I mean, the parent is online.
04:00
Speaker 2
with your product. And if we cannot add it, we cannot provide you refund or replacement for it. Now, would that be okay with you? Okay. All right. Then I'm going to pull up my record here so that we can proceed and try to add your child node. Just to confirm, by the way, do you have a computer that we can hardwire through to your parent node? [silence] Yes, sir. But I was proximal.
04:00
Speaker 1
Well, why do we need to do that? Yeah, well, I would, I, they sent me instructions today, it said how to add, and it just says that you need to, I do have the Linksys app on my phone, and it just tells me that, basically, you know, once the parent's is working, you just connect the child, it doesn't say anything. It just basically says press the button five times on the parent, and then it should connect to the children. [silence]
05:00
Speaker 2
referring if do you have a computer that we can connect via Ethernet cable down to the parent node? Do you have one? [silence] Well, in order for Oscar to add your trial note, it cannot be added using the Linksys app. You can only add it using the Linksys web interface. [silence] Now, we do have three options to add your trial note. Number one is the five press method. If it won't work, you have the Linksys app, however, the Linksys app cannot use it anymore by adding.
05:00
Speaker 1
Good. Okay, this is the first time I've spoken with two people today at Linksys. You're the first one to say that, that I have to do it through my computer. That I have to do it through the computer. Is that the uh? Uh? Okay, I can I can log into Lynksys, no problem. What what do you want me to uh to, what do you want me to do? I'm sorry, I'm I'm I'm flustered right now. I'm very anxious. I need to uh so uh apologies up front. This is, you can imagine when a house goes dark with
06:00
Speaker 2
It is good for, it is just good for viewing. Now, the third option is to use the link sys web interface or the website, so you can add the child note. that we need to use a compu computer to to log in to the link it's web interface. It. All right.
06:00
Speaker 1
Wi-Fi and it was working fine and then it won't work again. That's a real problem. I thought Linksys was pretty reliable. It's because the devices out of date that I can't So in other words, once, once you reset it, you're dead. [silence]
07:00
Speaker 2
I totally... I totally understand where you're coming from. However, just to set again proper expectation. The node that you have is part of our first generation routers. We need to say aside that we no longer manufacture this device, we no longer also offer firmware updates. That's why you've been experiencing this kind of issues. Now... No, sir. The modem that you have is already been updated to Wi-Fi 7. Your internet service provider updated it and the product that you have is just Wi-Fi 5. So, there are updates that [silence]
07:00
Speaker 1
OK. Well, OK. My, I haven't updated my modem for many years. Yes. Ok. I don't have a choice. Do we?
08:00
Speaker 2
from linksys we don't have it that's why we create a new product that will be compatible with your modem. It's from your internet service providers sir they update it to Wi-Fi 7. Now what I can do for you here sir is I can offer you one one time support for $15 good for uh 60 minutes but then again I cannot guarantee you that I can add all of your child note if there is a defect on it uh I might afraid that you need to upgrade to a newer version. Is that okay with you? Okay all right go ahead. Again you have a computer that's because your computer uh it's your gate, okay?
08:00
Speaker 1
I'm at a computer, yes. The children nodes are just solid red and I've tried three or four or five times now. I've done everything that was sent to me by the other representative in terms of the links to how to do this. So I I even tried resetting the children nodes, you know, by holding that reset button for 30 seconds, just in case that was an issue and they didn't and I tried, you know, pushing the the the parent reset button five times quickly and it goes through the cycle and it just ends up solid red on the children.
09:00
Speaker 2
Okay, hold on. [silence] Okay, now for the troubleshooting that the previous technical support.
09:00
Speaker 1
All right. Well, at least I have you on the line. I don't know what else you can do but I need to get up. You know, again, I'm I'm I'm really frustrated and nervous right now. Okay. It's it's Robert Schwartz. Do you need me to get the card? All right, hold on a second. I have to go get the card. I
10:00
Speaker 2
added to you that will still be the same troubleshooting that we are going through. okay sir I do hear you sir manual what's the first name indicated in the card that we are going to use for the payment? Yes sir I will be asking for card information
10:00
Speaker 1
All right, I have the card. It's a Visa, and it's [REDACTED_CARD_NUMBER].
11:00
Speaker 2
Okay. May I know what's the card number? Can you confirm the first four numbers?
11:00
Speaker 1
[silence] Yes, 4147 2037. 5373 1245 January 29th. [silence] 494. 105. 10. [silence]
12:00
Speaker 2
and after that sir that would be [REDACTED_PAYMENT_DIGITS] okay can you repeat back again sir from the start okay got it how about expiration security code zip code
12:00
Speaker 1
Is this paypal? Yeah, okay. You paid $15, yeah, okay.
13:00
Speaker 2
All right. Let me just send you an email also, a copy of transaction. Bear with me. Yes, sir. All right. So, yeah, sir. Let's go ahead and.
13:00
Speaker 1
Yes. They are about a foot and a half, two feet from the parent? Okay. I'm pressing it. First one, it's blinking red. Now there's no color.
14:00
Speaker 2
And troubleshoot your device for that you have two child nodes, correct? okay, for the two child that you have there, how far is this from the parent node? Okay, perfect. Good. Uh, I know sir that you have mentioned that you've already reset the, the device. Can we try again to reset each of your child nodes one at a time? You try to hold and press the reset button for 20 seconds, please.
14:00
Speaker 1
still no color now it's blue yeah I did Now it's blinking blue That's where
15:00
Speaker 2
Okay, hold it. Okay, can you try to let go the reset button now? Okay, let's go ahead and go through the second child node. We're gonna do it also 20 seconds. I'll tell you when to let go the reset button. [silence] Did it say device turning? [silence] But did this device turning? [silence]
15:00
Speaker 1
No only after the the restart, you know, the repressing the other one 5 times. when should I let go? My fingers it there, it's like solid blue. Now, the the first one went solid red. Well, it's right now it's, it's a very faint, you know, color is kind of a blue.
16:00
Speaker 2
in solid red earlier, right? But before you can now release the reset button, so before we try to reset this child on the second child. Now what's the light indicator showing for this? Mmm. How about the second child node? Did it try to turn solid red or blue? All the way blue. So only one child node just turns.
16:00
Speaker 1
No, they were both blue, then they went both... Then I started the reset, according to the instructions. They started to flicker, whatever, you know, like they were doing something, and then they just went solid red. This one, the second child is now still... No, now it's red. Now it's solid red. Now. [Silence] I'm connected to LinkedIn Wi-Fi. So the second child went, went.
17:00
Speaker 2
read earlier before we reset it before you called us. [silence] Okay, so [silence] Okay. All right. That's okay, sir. So once you reset the chai node, the device should turn solid purple, magenta or bright red. That's the correct sequence of the light. Now, for us to proceed and add the chai node, do you have an iPad? [silence] Okay. All right. So since you do have a computer there, you are still connected with the Linxys Wi-Fi, correct?
17:00
Speaker 1
Now it's blinking red and now it's solid not a blinking red. And and so it's supposed to end up solid red. Yeah. so blinking. [silence]
18:00
Speaker 2
okay, give it some time. I guess it's still loading. yes, it should be bright red, purple or magenta. okay, let's just give it. some time. uh, just tell me when both of them become solid red or bright red.
18:00
Speaker 1
the second one. Still blinking. It's still blinking. What does that mean? It can't be. I I was using it three hours ago.
19:00
Speaker 2
Still the same blinking read? Hmm. Might be sir. There is an issue with this salad note.
19:00
Speaker 1
I can't break. because because I was I because what happened was is that I was trying to connect a printer by, Wi-Fi and it said it told gave me instructions that I had to go down to the the modem and press a button on the modem to connect to the Wi-Fi setting on the printer. And I guess I didn't understand that I shouldn't have touched the only button I saw on the mode on the mode link modem was the reset button. So I pressed that and then when I it turns out when I did that I, you know, caused a whole resetting of the whole system. So I had to start all over, like, you know, I had to go back to the original password. It's still blinking red, should I press the button again? It wasn't.
20:00
Speaker 2
OK, if you were using, if you're using this node there before, what happened? Why did you reset it? Because if it's blue, it is connected to the network. Ok. Can you try again to reset it?
20:00
Speaker 1
should I do that? Okay, I'm pressing it. So now there's no light. Are you going to let me know when to, when to not press it? I can let it go because there's no light on it. Okay, I let it go.
21:00
Speaker 2
Yeah, you can try to reset the child not again. You hold and press A reset button for 30 seconds. Uh, yes sir. I'll let you know when to let it go. All right. You can let go sir, the reset button. Yes, you can let it go now. Just let it go.
21:00
Speaker 1
Ah. more. I think it's, I think it's blinking, it's very faint. Still blinking faint blue. Now it's blinking red. [silence] still blinking red. Okay. I mean, you know, again, it turned solid red the three or four times I did this before. In fact, when I called you, both of those both of the children were solid red when I called you.
22:00
Speaker 2
Gonna give it uhz four minutes for this child node and if by chance that it will still not turn to solid uh red then we're gonna try to add first it the first child node and we're gonna do this later on sir. Mhm
24:00
Speaker 1
And what would cause it not to – What is it doing? Resetting itself right now when it's blinking. [silence] [silence]
25:00
Speaker 2
However, if the device right now will not turn to solid red, sir, I'm afraid I cannot add this to the network.
25:00
Speaker 1
There's nothing I need to do on the app right? Yes it's still blink it's blinking red.
26:00
Speaker 2
No, sir. You don't you don't need to open the app because you don't need to use it when adding child notes. All right? So, it's just the same, sir? Uh, blinking red? Okay. [silence]
26:00
Speaker 1
Yes, I can. Unplugged. What do you want me to write? My router. L, OCL.com [silence] It says Linksys. Why am I getting a warning when I try to access my router settings in a browser?
27:00
Speaker 2
It's already 4 minutes and 30 seconds, so I guess you need to turn off this child node and we're gonna add first to first child node. Can you unplug this node? Okay. For the first child node that you have there, do you have a I'm sorry, can you try to open a browser in your computer and try to put it in the URL box myrouter.local Yeah. myrouter.local.
27:00
Speaker 1
and I can I bypass when you continue, continue, okay. Uh, your connection is in private. Advanced. Okay, so I'm now in sign in access the coop. Says router password? Uh, yes, I think, yes. .
28:00
Speaker 2
You have an option to buy pass this. Did you see an option advance? Yes. Right. yeah. Click advance. So that it will route you to the website. Yeah. continue to one nine two four. 212. 23. 23. 35. continue to. myrouter.local. Okay. If it asks you to sign in, do you have an option there? Log in using router password or the local access. Yes. Click that. Do you know your router password or not? you're router password and Wi-Fi password are different.
28:00
Speaker 1
Yes. Okay I'm in. Yes Yeah.
29:00
Speaker 2
try to put your other password. Only once. okay, alright. So since you're currently in the web Search, do you see there an option at the left corner Wi-Fi settings or okay. In the bottom part of the page, sir. Just try to scroll down there. there will be uh links there or words that is highlighted color blue. You see their end user license agreement, term of service. The very bottom of the page. Okay, can you check for me if you see an option C-A, capital C-A.
29:00
Speaker 1
On the very bottom of the page where it says end user license agreement, privacy statement, third-party licenses and UKA privacy policy. That's always cool. No. Connectivity, yes. Got it. Yes. CA router set up. Okay.
30:00
Speaker 2
there's no CA? okay, if by chance you don't have an option, CA, then let's go ahead and click there in the uh router settings. Do you see there connectivity? okay, try to click that. And after clicking connectivity, you will see an option basic, internet settings, local network, advanced routing, administration. Do you see the router setup or setup router? Yes. please click that. After clicking that, do you see an option there? add.
30:00
Speaker 1
Yes I do. I clicked. All right. I clicked it and it went gray and now it's back to the screen, but nothing happened. It's blinking.
31:00
Speaker 2
Wireless child nodes. Okay, try to click that please. So once you click that, add... Okay, Add Wireless Child Node, do not click anything after that. Just check the light indicator on your child node, right now. Did it blink? Change color? Okay. Let's wait for it for a maximum time of 7 minutes. This device should turn solid blue. Wait for it.
31:00
Speaker 1
So, is this the same thing that's supposed to happen when you click on the parent five times? [silence] I-- I didn't understand all of what you said. You're saying that because it didn't work with the five-press method, you're telling me that it may not work with this method.
32:00
Speaker 2
Yes sire. the five second five breath method. that's the quickest way to add the child node. however, if once did not go through then this is not a compatible troubleshooting for your device. and this is a proper recommendation, your device again is part of our first generation device. so it might not work. I'm sorry, uh I think I got you confused by that. Again, we do have three options how to add a child node. The quickest way to add a child node is doing the five press method. Now, the reason why I did not use the five press method earlier, it's because once you've tried it once, it will not go again. So we did not use that one. Now, the second option to add the child node is using the Linksys app. So right now, Linksys app is not available for adding a child node. It's just for viewing or changing your Wi-Fi name and password. So the last option is to use the web browser. That's the most safest way to add your child node. That's why that's what we are going to do right now. So automatically once the child node is changing color or blinking colors right now, we're going to wait for it for maximum waiting time of seven minutes.
32:00
Speaker 1
okay, you know it's blue. yeah turn it well it turned blue. and now it's back to red. okay. it looks like it's now blue. okay. it's staying blue and now the app recognized
34:00
Speaker 2
And it should be added, it will turn solid blue. That's the correct sequence. From blue, it will turn to red and then it will be back to blue. So let's just give it some time. It's just two minutes and 40 seconds passed by. Okay, give it some time wanna make sure it will just stay solid blue. [silence]
34:00
Speaker 1
[silence] is the second node? Are you want me to now relocate this node that's now working to where it was and then come back to the phone? I did. I took. I did. All right. I will do the. Okay, I'll be back in about one minute.
35:00
Speaker 2
okay alight now for this child node that you uh you have there sir you can try now to unplug and then relocate it to the place you where you want to place it however uh you can now turn on the sub uh the second child node so that when you're trying to relocate the first child node when you get back to this room, the second child node will be properly boot. uh yes sir turn on first the other child node that is having an issue okay alight you can you can now relocate it there to the original location where you want to place it. Al wait for you uh huh uh just wait for it sir to turn solid blue so that you can
35:00
Speaker 1
I'm sorry, say it again. Oh, okay. Yeah. Okay, thank you. [silence] OK, it's been relocated and it's solid blue blinking red. [silence]
36:00
Speaker 2
Okay, good to hear. Now, sir, for the child node that you have there, second child node, what's the light indicator showing, please? Okay, still blinking red. So, what we're going to do right now, sir, is I'm going to, we're going to do a recovery reset procedure for the child node that you have there, 'cause I guess it really is having an issue. Hold on. I refresh it here in my. Okay.
40:00
Speaker 1
Yeah. So when you say unplug, I can just pull the plug out of the bottom of the device. I don't have to pull the plug out of the wall, right? Not the, not the bottom of the device, even though that's the power. Okay. All right. I'll wait. I'll wait for your instructions. Okay. It's unplugged.
41:00
Speaker 2
we're um, we're gonna do it four times, sir. Uh, we have two procedure. You're going to unplug the device. And we're going to wait for two seconds. That's, that's four times. And we're going to plug it back again, uh the power and then wait for five seconds. That's also four times, okay? I'll then I'll tell you when to unplug and I'll tell you when to plug it back in. Is that okay? Um, plug it from the wall, sir. Yes. Yes, sir. Uh huh. Okay. All right. So can you try to unplug the power, sir? All right. So can you try to?
41:00
Speaker 1
Okay. Light turn blue. We're [silence] Unplugged? Plugged in. [silence] Okay. Unplugged.
42:00
Speaker 2
okay we'll wait for two seconds plug it back in let's wait for five okay let's wait for five seconds unplug it sir okay wait for two seconds plug it back in sir okay wait for five seconds all right unplug plug it back in
42:00
Speaker 1
Yes. How many times are we doing this? This is the fourth time, right? Okay, it's unplugged? Yes. Done. By the way, are all of these instructions that you are giving me, are they written down so I have this, is
43:00
Speaker 2
unplugged four times each, sir. Yes. plug it back in. Okay, then we'll we'll wait for a maximum time of four minutes. And let's see what's the light indicator showing for that note.
43:00
Speaker 1
yeah for pressing the button five times. But then if that doesn't work it you took me through the whole connecting to the computer thing that is that written down or is that just that that's only proprietary. Oh it is. Oh, oh Oh okay. Cuz is it I don't think it I don't think it was in what was sent to me. [silence]
44:00
Speaker 2
this this recovery procedure that I'm going to do to you sir this is only intended for our procedure technical troubleshooting if you wanted to uh know or ask for the steps for the first troubleshooting that that we tried adding child node that is already indicated in the article from our website. You can try to visit. That is written down there. That's in the document. Yes you can visit our links of support website select the product that you have and then if you will see there the troubleshooting steps to add child notes.
44:00
Speaker 1
[silence] would it had to, I'm not that computer savvy. I wouldn't know how to do all of this myself. So it's plugged back in it's blinking red.
45:00
Speaker 2
Mm-hmm. give it some time sir. it's still one minute and 35 seconds past by.
45:00
Speaker 1
It it's still blinking red Which means that it's broken. And it's only four years old.
46:00
Speaker 2
Can you try it uh hold on still two minutes we're gonna try to reset again for this device now if by then this will not be able to turn solid red then I am I am afraid that we cannot add it back to your network server [silence] I might afraid sir that the device might be already having an issue
47:00
Speaker 1
It's still blinking red. okay. I'm pressing it.
48:00
Speaker 2
Again, sir, this device is manufactured way back years ago. It's not just way back 2022. So still the same sir, the device. What's the light indicator showing? Okay, can we try again because it's already been five minutes. Can you try again to hold and press the reset button for 30 seconds? I'll tell you when to let go. OK, you can now release the reset button, sir. So Let's try to wait for five minutes again maximum waiting time of five minutes if the device will turn so solid red or magenta.
48:00
Speaker 1
So when I, um, just saying that when I, when I put the other node back in place that child. All the equipment that was connected to it no longer sees it. And when I go into link, the app, it only doesn't show all those devices that were connected to it. While this child is just blue, I guess. Is there, is there a trick that I have to it sees both nodes. Is there a a reason why it won't? The the light is the light is blinking and started blinking red? Yeah, to the, to the, to the, to the router, too, so it's not it's not picking up the devices that were connected to it before. Is that because it was reset? The parent mode was reset, yeah, that was, I had a, had to reset that, but is that why they don't recognize that one anymore? What do I do with? [silence]
51:00
Speaker 2
sorry go ahead again you've mentioned uh is there a trick to what to to connecting all of your devices to the network is that what you're trying to confirm [silence] uh did you did you happen to reset the first the parent's node before mm-hmm yes sir devices did you did you change the wi-fi name and password [silence]
52:00
Speaker 1
Yes. [silence] It made up another one when I reset it, you know, it went back to like it had the password that comes on the that it comes with and it and it was called I don't know, it was called something else, but the representative told me that, you know, I had to change it back to the the Wi-Fi name that of my of my home Wi-Fi, which everything in my home is connected to that Wi-Fi. But, oh, I'm in my I'm in I'm in my I'm in my dashboard, so where do I so I I have the Wi-Fi name and it this has been the Wi-Fi name of the, oh.
53:00
Speaker 2
already. It was in the original WiFi name and a WiFi password? Hmm. Uh-uh. Uh-uh. Okay. But d, you changed it?
53:00
Speaker 1
So, do I have to go to check each device to see what it's connected to? Yeah, I did change it to, yeah, yeah, yeah. [silence]
54:00
Speaker 2
So if you're, if you did not yet change the Wi-Fi name and Wi-Fi password to the original Wi-Fi name and Wi-Fi password, all of your devices will not connect to the Wi-Fi. You need to rename them. Is this the original, is this the original Wi-Fi name and WiFi password before? Are you sure about that? Because automatically sir, if your Wi-Fi, if your device is detect that, you still have the same Wi-Fi name and Wi-Fi password it will automatically connect if it does have to
54:00
Speaker 1
where where where do I where do I change on the dashboard where do I see what my wi-fi or it maybe what you know I'm online I'm online the computer where where do I see the wi-Fi password uh... I'm on the computer smart wi-fi tools uh-oh wi-Fi settings okay maybe that's the problem so it's yes all right it's still it's still red [silence]
55:00
Speaker 2
Wi-Fi there, in your end. Wi-Fi there, sir. Browse web. Wi-Fi station. Save, sir. Dot, sir. Click Wi-Fi setting, sir. Yes, and there you show there, your Wi-Fi name and your Wi-Fi password. Okay. Now, unfortunately, sorry for the second stylus that you have there, it's still blinking red.
55:00
Speaker 1
So you're saying that between the time that it was working for hours ago and having reset it, it now it now it broke. [silence] Yeah.
56:00
Speaker 2
Matter of fact, we cannot add this anymore to your network. You might try to upgrade to a newer version or try to replace this device. Yes sir. That's what I can conclude here. Because as much as I really wanted to add your child node, we are already, we've already added your, your first child node. Now for the other child node, if it will not provide us the correct light indicator, there's no other troubleshooting that we can do. Now for your other concern earlier, that you wanted to connect all of your devices automatically through network.
56:00
Speaker 1
Do I have to do I have to reset anything? Yeah, Yeah, but do I? I mean, do I have to restart anything or do anything or? [silence]
57:00
Speaker 2
you need to change the Wi-Fi name and Wi-Fi password to the original one that you have before. So by clicking the Wi-Fi settings it will reveal your Wi-Fi name and Wi-Fi password. No sir, you don't need to reset. You can just rename the Wi-Fi name and Wi-Fi password in your computer. Uh no sir. Just rename it, save and then automatically it will load. And then your devices will be connected to the Wi-Fi.
57:00
Speaker 1
I have renamed it but the other devices. Yeah, let's see here. What? Okay. All right. It seems to be working now.
58:00
Speaker 2
so are you able to rename it now sir click saved already to give it some time because it's it will still refresh it's not working [silence]
58:00
Speaker 1
Okay. Okay, they're back. But this. But this other, this other last child, I guess it's a problem child. That just keeps blinking red. So I can just keep trying to, or is it a waste of time to just try, try keeping, try, try to keep pressing that reset button. It's not going to help, right?
59:00
Speaker 2
all right. okay. good. that's good to hear. because- go ahead. well if you reset multiple times the device uh it will- will not uh uh go through. uh if you really wanted to you still use this device, you can troubleshoot the device in many ways.
59:00
Speaker 1
Well, okay. So, so what did what did we do on the on the computer? You we went to Wi-Fi settings? Oh, connectivity. All right. And then once it goes to connectivity, V-A router setup.
60:00
Speaker 2
You can try tomorrow again. Reset it, and if it will turn solid solid red, you can try the same option that we have using your computer. Um, no, not in the Wi-Fi settings, but in the, hold on, let me check. Connectivity, uh, hold on. Connectivity. Yes, connectivity and CA router setup. You need to click cA router setup. And then add wireless child note.
60:00
Speaker 1
Add wireless child, no, and it'll just do that automatically. [silence] So that well, that won't affect the ones that are already connected. Oh it actually, it did. It Okay. All right. So, do I have any time left on my hour that I paid for if I call back or is that I'd have to restart.
61:00
Speaker 2
Yes, it will, the device will blink, and it will turn blue. No, sir. It won't.
61:00
Speaker 1
All right. Thank you. I mean, thank you. Yes, you can. you can. [silence]
62:00
Speaker 2
That's already you've already maximized the one R troubleshooting services and again this is all just one time support even if you just finished troubleshooting within [REDACTED_PAYMENT_DIGITS] minutes that's already one time so if you need an assistance again you can process payment again $[REDACTED_PAYMENT_DIGITS] one time troubleshooting all right thank you so much also sir have a nice day you can now release the line sir
62:00