V2 Rubric Detail — 77999122-6376-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:13
Duration
63m 53s
Contact
Jacob Minardo
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132671
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device frequently reboot itself_MX6200
⚠ 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
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall77.6% (+25.6)

V2 Grader Summary

The agent conducted thorough troubleshooting and maintained ownership, but introduced a non-standard 5-press step not valid for MX6200, which added confusion. The core issue of random reboots was not resolved, and the router ended in a solid red state. A partial resolution is appropriate as meaningful progress was made but the problem persisted.

V1 Case Analysis

Customer reports MX6200 router rebooting daily (solid red LED). Multiple factory resets performed (incorrect 20s duration), unnecessary 5-press pairing attempted. Setup failed via app and web UI. Escalated to Level 2 (case LTCF00132671). Issue unresolved.

Troubleshooting Steps
  • Confirmed product model MX6200 and serial number 58WM10M27D052W.
  • Instructed factory reset with incorrect 20-second hold (KB recommends 10–15 seconds).
  • Attempted unnecessary 5-press pairing (contradicts KB for single-router reset).
  • Attempted setup via Linksys app (failed due to no connectivity).
  • Attempted web UI setup via myrouter.local and 192.168.1.1 (router showed red LED and rebooted).
  • Escalated to Level 2 after failed setup attempts.
Key Observations
  • Agent instructed a 20-second factory reset, exceeding the KB-recommended 10–15 seconds, risking incomplete reset or firmware corruption.
  • Agent introduced unnecessary 5-press pairing steps despite no mesh topology or pairing issue, contradicting KB guidance for single-router reset.
  • Agent failed to verify WAN/internet connectivity after reset, a critical troubleshooting omission per KB.
  • Agent did not confirm whether logs were successfully sent despite requesting them at [31:00].
  • Agent allowed customer to proceed with app setup while disconnected from router Wi-Fi, leading to app errors at [37:00].
Positive Highlights
  • Agent correctly identified the product model MX6200 from customer input at [02:00].
  • Agent used correct local admin URLs (myrouter.local and 192.168.1.1) for web UI access at [45:00] and [56:00], per KB (universal_mesh_full_rebuild.md, velop_router_setup.md).
  • Agent escalated to Level 2 and provided a valid case number (LTCF00132671) for continuity at [62:00], per protocol.
Agent Errors / Gaps
  • Provided an incorrect factory reset duration (20 seconds instead of 10–15 seconds) at [13:00], contradicting KB guidance (universal_mesh_full_rebuild.md, Section B).
  • Instructed unnecessary 5-press pairing for a single MX6200 router reset at [17:00] and [22:00], contradicting KB guidance (universal_mesh_full_rebuild.md, Section B: '5-Press only' for MX6200/MBE7000, but only for pairing child nodes, not single-router reset).
  • Failed to verify WAN or internet connectivity after reset, a fundamental troubleshooting step per KB (universal_mesh_full_rebuild.md, Part 1, Step 3).
  • Did not confirm successful log transmission despite requesting logs at [31:00].
  • Allowed customer to proceed with app setup while disconnected from router Wi-Fi, leading to avoidable errors at [37:00].
  • Gave conflicting instructions about LED states (e.g., 'device should show blue after reset' at [13:00], then later contradicted this with additional reset steps).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent finished the call without resolving the core issue — the router continued to reboot and showed a solid red light, with no confirmation of stability.
R2 Met Diagnostic thoroughness conf 95%
Agent performed relevant troubleshooting steps: verified firmware, conducted a factory reset, guided through web setup, and attempted log collection.
R3 Met Correct resolution path conf 95%
Agent pursued appropriate troubleshooting path for a relatively new device under warranty, did not prematurely suggest RMA, and offered escalation only if needed.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (random reboots), asked for model, firmware, ISP, and device count — followed logical diagnostic sequence consistent with KBs.
T2 Met Appropriate tools / resources used conf 90%
Agent used app and web interface (myrouter.local, 192.168.1.1), requested logs, and applied correct reset procedure for MX6200 — appropriate tools for the scenario.
T3 Partially Met No misinformation conf 85%
Agent incorrectly instructed a 5-press sequence on an MX6200, which has no Pair button but does not use 5-press for setup; this added confusion and is not in KB. Other guidance was accurate.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained control but gave conflicting reset instructions (20-second hold then 5-press), causing confusion and rework.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated steps when needed, and confirmed understanding — adapted well to customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 95%
Agent set clear next steps (observe 24–48 hours, call back) and provided a case number for continuity.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted during this interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for duration, thanked customer, and remained courteous and empathetic throughout.
X2 Met Tone & rapport conf 90%
Agent adjusted pace, repeated instructions, and kept customer engaged despite technical difficulties.
X3 Partially Met Overall experience conf 85%
Customer had to perform multiple resets and navigate both app and web UI; the 5-press instruction introduced unnecessary complexity not in KB.
Call Transcript107 turns · 115 lines
Speaker 2
[silence]
00:00
Speaker 1
Hey, um, I'm having problems with my Linksys router. Um, I recently had my internet service provider come out and they replaced the modem for my apartment unit, but essentially what's going on is my router will just randomly shut off, I would say, once per day, recently, last few weeks. And, um, so I was talking to my brother, he knows a good amount about Wi-Fi stuff and he was saying probably the best thing to do would just be to call to see if, you guys could like pull a log to see, like, what's going on, or, um, what it is, cuz my router's pretty new.
01:00
Speaker 2
Ah, Yes, Yes, uh huh, uh, uh may know sir, what's the serial number for your laptop please? I'm sorry? Um, I'm sorry sir, can you repeat that back again? The line is cutting in and out, ah
01:00
Speaker 1
58 WM 10 M. 2 7 D 05 to dual W. Oh, model number that is MX 6 200. Uh, yes, it is.
02:00
Speaker 2
And you confirm to me, sir, what's the serial number for your device, please? I'm sorry. Model number. Sorry about that. Thank you. Is it the first time you pulled it, sir?
02:00
Speaker 1
I just have one. Uh, yes, that's correct. Um, it's just uh, phones and uh, work laptops, personal laptops, and just gaming devices. That's it. Um, it's wireless connections. Just like the router will just like shut off and just start rebooting.
03:00
Speaker 2
Okay, how many a total of links devices do you have? Okay, you've mentioned that your link to device is dropping dropping connection is that correct? Or We're? I No, sir. What are the devices connected to your internet? Phone laptop device. Okay, as you've mentioned that you've experienced dropping connection. Is this wireless later or wired? Wireless got it.
03:00
Speaker 1
yeah, so it'll just flick off and it'll just start rebooting on its own. Yeah. The last few days yesterday, my brother, he came over and he was helping me with some of the settings with in the Linksys app. And um so it hasn't done it yet today or yesterday. But the last few days before that, it was multiple times a day where it would just turn off and start rebooting. Um it is cox. Um I've checked and I didn't see any outages
04:00
Speaker 2
Oh, so it reboots itself. Divai. Uh, that's once a day per day, correct? Okay. Okay. Uh, can you confirm to me sorry, who's your internet service provider? Okay. Did you not experience network outages or, uh, power outages so far?
04:00
Speaker 1
in my area um during those times of when it happened. [silence] and one thing I'll say too, I am in an apartment complex, so there is a lot of connections as well, my brother was saying maybe that has something to do with it. um I don't know if that's useful at all, but thought I'd tell you anyways. [silence] I pay for a gig a month. [silence]
05:00
Speaker 2
I'm sorry, let me just confirm how much is your subscription speed by the way with your internet service provider? One gig? Okay. Device. Several device through the. Okay, let me create first.
05:00
Speaker 1
Yeah, it's Jacob, and then my last name is Mnard Divide M I N O R D o o. jacob Mnard @iCloud.com. I would say, Um, I moved into this unit in Um, last August, so I've been here a little over, or creeping up on a year, I guess. And I would say, the last few months, it's been more noticeable.
06:00
Speaker 2
.record for user ID system. many years first name and last name, please? how about email address? how long have you experienced this issue, sir?
06:00
Speaker 1
I'd say the last two or three months, I've noticed it just disconnecting and just not being very consistent. Okay.
07:00
Speaker 2
Okay, That's, Because, uh, it, it's pretty weird that you've experienced this issue that, um, mostly our, customers here has, has not encounter this, or I haven't encountered this kind of issue that your MX 6000 is, uh uh rebooting itself like once a day and every day. So, that's pretty weird. But what we can do here is we can try to troubleshoot the device and then observe the device for, uh at least 24 to 48 hours. And if by then that it's still continuous rebooting, then, uh we might try to check other options for that. Okay? Now, give me just couple of
07:00
Speaker 1
Okay, no problem. Thank you. Um let me
08:00
Speaker 2
I'm going to create a record for you first in the system. Thank you. [silence] Can you try to check for me, sir, if the firmware you have is the latest update?
08:00
Speaker 1
double check. Give me one second, I'll pull up the app real quick. I believe it is. I have the automatic firmware update, um, toggle on, so I think it is. Um, let me try to find that, I see it's toggled on, but I'm not sure how to check the firmware. Uh, yeah, I'm on the Linksys app.
09:00
Speaker 2
Oh, can you check for me what's the firmware downloaded there? You can actually try to. Are you using an app? Open it.
09:00
Speaker 1
Let me check. I'm on iOS. uh yes just one yep yeah that's correct oh there it is okay the firm the firmware version is one dot zero dot one four dot two one six seven three eight. uh yep one dot zero dot one four dot two one
10:00
Speaker 2
What's your operating system? Are you using iOS or Android? Do you see there the thrust? Number of nodes. One node. One device. You can try to click the node. 1.14.2.16738. Is that correct?
10:00
Speaker 1
6 7 3 8 and one thing I don't know if this would make a difference. the I turned that toggle on for automatic firmware updates a day or two ago and the the Wi-Fi so far it has not dropped yet, but before it was uh rebooting at least every day. I don't know if that may have done something or or what, but.
11:00
Speaker 2
okay, it's the updated firmware. yeah, it's okay. it won't affect home okay, so since it's the updated version. [silence] [motherboard speaker] would be okay, sir, that we are going to reset your router and reconfigure it again so we can delete your uh current uh router settings and set reset it up. is that okay? Okay. Um, and also, sir, just to confirm, the the plug or the power source of your device is the original one, correct? Okay.
11:00
Speaker 1
Okay. [silence] That makes sense. And are you resetting it on your end, or do you want me to hit the reset button? [silence] Okay. Let me do that right now. [silence] All right, hit the reset button. [silence]
13:00
Speaker 2
All right, now, uh, sure for us to uh reset your device, uh kindly try to hold and press the reset for at least 20 seconds. So, the device should show blue after you reset it completely. Uh, you can hit the reset button, sir.
13:00
Speaker 1
Let me, push it again. Maybe try to it's still white. Okay. Okay, it is now blue. Yep. I held down the reset button and now it is blue. It was solid white.
14:00
Speaker 2
Hold and press it for 20 seconds, sir. Okay. Um, were you able to release the reset button already? Earlier, what color was it before you reset it? Okay.
14:00
Speaker 1
Right now it is blinking blue. Okay. [silence]
15:00
Speaker 2
It's now solid blue, not blinking. Okay, let's give it at least two minutes, it's still rebooting. So, if you're still using the app, you might try to close the app. We're gonna open, once the device shows white light, okay?
15:00
Speaker 1
Right now it is still. Blue. Or is it? Yes. My modem was replaced by my internet service provider. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. I'm. initially I thought it was the modem, but then the internet service provider came out and fixed it. That was a couple months ago, but I've still been having issues with the I assume now it would be the router since the modem was replaced.
16:00
Speaker 2
okay how was it sir? okay so uh start when you replace your uh did you replace your modem sir? so right uh before yeah before you replace your modem, is the linksys device working fine? okay
16:00
Speaker 1
it looks like right now it just switched to a solid blue color. I said Okay, just pressed it five times and now it is flashing white. Okay, there is two cables connected.
17:00
Speaker 2
Okay. All right. Good. That's in a setup mode. So, next thing that we are going to do is to uh press the reset button here five times one press per one second. Not too fast. Yes. Okay. Let's give it at least maximum of waiting time seven minutes, but usually around four to five minutes study why it will turn into white. Oh, by the way, sir, before I proceed I forgot to ask: how many ethernet cable connected at the back of the Linksys?
17:00
Speaker 1
or one to the modem and then one to the a gaming console? Oh, gotcha. Okay. Yep. Yeah, I I just unplugged that one. Yep. Yeah, do you want me to hold it or uh just press it? already? I'll do that right now.
18:00
Speaker 2
one is direct okay all right because if that's the case I forgot to ask uh the one that should be connected to your gaming console will be removed remove first so that the device or the Linksys device will receive an internet from their modem. Uh can you try to remove it? and then also for the Linksys device can you try to reset it again hold and press the reset button for 20 seconds [silence]
18:00
Speaker 1
OK, now it is flashing green. It is connected into a wall outlet, and now it's flashing blue. [silence]
19:00
Speaker 2
Is the Lynx's device connected to an extended plug or into a wall outlet? Okay.
19:00
Speaker 1
it's still flashing blue i'll let you know when it the color changes [silence] okay now right now it just changed to a
20:00
Speaker 2
How was it right now sir? What's the life? How was it re- How was it right now sir?
21:00
Speaker 1
solid blue light? yeah I'll do that right now. okay now it is flashing white. [silence]
22:00
Speaker 2
Okay. Can we try again to press the reset button five times? One press for one second, not too fast.
22:00
Speaker 1
Okay, now it looks like it is a solid white light. Uh now it just switched to a solid blue light.
23:00
Speaker 2
Okay. Okay. Can we give it just one minute before we open your links up and rename your Wi-Fi name and password?
23:00
Speaker 1
just switch to a blinking blue now
24:00
Speaker 2
give it some time. So is the node still solid bluestar? Okay, all right. bit for a. [silence]
24:00
Speaker 1
All right. It's still blinking blue, but I'll let you know when it changes. [silence] Okay, now it is solid blue again. Um, from the modem, it is just connected to the router. There's not any connected. Um, it's a Linksys router, but it's just connected, the modem is just connected to the uh, or I guess it technically has one ethernet port that's connected to and then the router is connected to the
25:00
Speaker 2
From the links is device sir, there's all I'm sorry from the modem itself. How many Ethernet cable connected to that modem? Okay. So true. Uh, is this a links is router or a different router?
26:00
Speaker 1
uh, no. this is the only two. uh, yes it the modem is connected to an ethernet port in the living room and then the Linksys router the one that I'm using is connected to the modem through that ethernet port. yes it is flashing blue right now.
27:00
Speaker 2
Um, do you have a separate router other than this MX 6200? Okay, so from the modem down to your links, device, correct? Okay, all right, yeah. Uh, and then the port is put inserted into the internet port correct. Okay. I know. What's the light now showing in the links? the bice?
27:00
Speaker 1
All right, now it's back to solid blue.
28:00
Speaker 2
What's it still updating or on?
28:00
Speaker 1
yes, that's correct. And now it is back to solid blue.
30:00
Speaker 2
So the device now just blinking blue. Solids blue but blue green coming blue before reset. Going. The nod is currently solid voice. Blinking.
30:00
Speaker 1
Yes. Through the Link INITS app. All ready, let me go in here.
31:00
Speaker 2
All right, it is frequently rebooting. Is there, can you try to send us a a copy of a log? Yeah. If you can send it. Try to send it to us.
31:00
Speaker 1
Under the diagnostic tab and then hit send network logs. All right. Oh, actually, in the app, it's just telling me that the network is there's no connection. Is there any way I can get to that? Okay. Let me try that. Oh, gotcha. Okay. Let me connect to that.
32:00
Speaker 2
Correct, sir. Try first to connected to the Linksys Wi-Fi name, since we've reset it, it does have a default Wi-Fi name and password.
32:00
Speaker 1
All right, one second. I'm logging in to the app. Checking for the internet. Man, do I want to keep my Wi-Fi settings I assume? Um, it's asking me if I want to use the same Wi-Fi settings. I assume I would probably want to do that. Okay, do that. Um, let me create a account. Don't believe I have one. [silence]
33:00
Speaker 2
Is it asking you to log in, sir? Okay, perfect, good. Yes, just to set proper expectation, sir. For the Linksys app, or even in the Linksys web interface, if you're trying to use your email and password credential, I'm afraid that you're no longer be able to [silence]
34:00
Speaker 1
Oh, gotcha. Okay. That's where it's telling me I'm not using, or I'm not connected to the router I was setting up with. Please connect, reconnect the Wi-Fi of the router. I don't know why it's telling me that. Okay, let's see.
35:00
Speaker 2
to log in using those information because we removed already that kind of setup or access So you can only log in using the router password in the app or in the Linksys web interface okay
35:00
Speaker 1
Okay, next. [silence] can I try that again? That's weird, I don't know what it's doing. That is flashing blue now and on the I don't see the Wi-Fi on my Wi-Fi settings. It says router disconnected. You're not connected to the router you're using for setup. Please reconnect to the Wi-Fi with serial number. And I was trying to connect to
36:00
Speaker 2
What Wi-Fi are you going to put in your phone, sir? What's a what the Wi-Fi name?
37:00
Speaker 1
router I was just following the setup instructions on there I was just following the setup instructions on the app it is all these surveillance fans oh okay okay here let me try try to should I quit the setup right now or cuz right now it's just trying to connect to the um just the name of the [silence]
38:00
Speaker 2
What's the Wi-Fi name? I'm sorry? Uh huh. But what's the Wi-Fi name you are connected in your phone? Oh, um you need to connect Sir to the Linksys Wi-Fi name Sir. Again, when you reset the whole system, your current Wi-Fi name and Wi-Fi password will be deleted. So there will be a Linksys Wi-Fi name that shows there and that will be the Wi-Fi name that you should be connected so you can open the app.
38:00
Speaker 1
previous Wi-Fi that I had. And it's red. The router shows the red light. Solid red light. Okay. Let me look through. Um, yes, I can. I'm on my phone right now. I could try to connect to my hotspot. So, with my one let's see.
39:00
Speaker 2
try to okay I'm sorry, which one shows red light? Go. Uh, can you try to exit first from the app and then go to your wi-fi settings and find the default wi-fi name? Is there a, is there a possibility sir that you do have a computer or a laptop that we can use so that you can uh login there? Yeah. Yes, cuz it, go ahead.
39:00
Speaker 1
Yeah, because I don't even like right now, I don't see that popping up. That's weird. Let me grab my laptop. Give me one second. Let me grab that. Okay. I have my laptop now. [Silence] Okay. And then hold it for 20 seconds? [Silence] Okay. It did just switch to a solid white light. Did that matter or should I do it anyways? [Silence] It just switched to a solid white light. Should I still reset it? [Silence] Yeah. I didn't press the reset button as I picked it up.
40:00
Speaker 2
okay. Can you try to go to settings and check if do you see there the Qo-fi name or how about this try again to reset the device since it's showing red light hold and press the reset button and then from there we're gonna continue. Let's wait for it to become solid blue. Yes. Just right now, it switched to blue. Ok.
41:00
Speaker 1
it turned white. a solid white light. okay. let me check. no, it is not loose. and the wall connection is all the way in as well. yes, it is a solid white light. yes, let me try that. I don't know why it keeps doing that. it keeps trying to connect to the old wi-fi.
42:00
Speaker 2
Okay, it's okay. Uh, do not reset it. Is your plug not looser in your Linksys device so the the node right now shows-white light? Okay, uh, from your uh, laptop, sir, can you try to go to your setting Wi Fi and find the link to this Wi Fi name and connect in the app or in the laptop it's okay So there is an available setup when you check the available network? Can you tell me what are the wi-fi name showing? Aside from that, what are the wi-fi name showing there sir?
42:00
Speaker 1
bunch of my neighbors so it's chalupa chance the router Cox wifi hayley hurt hot dog there's a bunch of them I just don't see the I see setup ones but I don't see the the one we're looking for it is VLOP setup 8D5 and I do not see that as an option on here. yep and that was my previous wifi name [silence] well it was faster when I um it was faster when I um hooked it directly to my Xbox 360 yeah that's what I think it is so um that's what I was going to ask you to do test it that out now rather than just when I'm done whitt already
44:00
Speaker 2
[silence] Okay. What the Wi-Fi name indicated at the bottom of the link, to survive. [silence] Okay. So the Wi-Fi name that she's showing right now, is only surveillance van, is that correct? [silence] Okay, all right. [silence] So, basically, your uh your node is picking up your uh current uh Wi-Fi name even if we've reset it. It's okay. Uh that's not a problem, meaning to say, uh they router settings has been deleted however, the Wi-Fi name may be different from the router settings, so it will be reset again.
44:00
Speaker 1
My router. Local. Let me try this again.
45:00
Speaker 2
Wi-Fi still remains since you're using the app. Now, can you try, sir, to go to the website or the web interface? Can you try to in the in the laptop, try to open a browser and search there at the top bar. MyRouter. local. [silence] Thanks. Uh-huh.
45:00
Speaker 1
So my router.local and anything else after that. Okay, let's see. Okay. Okay, now it's telling me to enter my Wi-Fi password. Uh, let me go back at. Okay. It's the enter your router password to proceed.
46:00
Speaker 2
Wi-Fi password or router password sir they are different. Cause Wi-Fi password is different and router password is different. Yeah router password is different from your Wi-Fi.
46:00
Speaker 1
printed on the bottom of the router? Okay. One second. Check this. So on the, for the router password, is that on the bottom under the set up Wi-Fi part? Okay. Okay. I said that one is incorrect. Could it be the password I saved a few minutes ago? When we were working on this? Because that one worked when I put that in. [silence] Let me refresh here. Okay, that one worked. So now it says personalize your wifi name. So I assume I just fill those out or I'll leave them the same. OK. OK. OK. OK. Now it's saving the changes. OK. OK. It says it is ready now.
47:00
Speaker 2
All right.
48:00
Speaker 1
Let me check. It just says, enjoy your Wi-Fi. To configure advanced settings, go to my router.info. Let me click that. Oh geez, now it's flashing blue again. It hasn't, I mean, yeah, pretty much, but, yeah, I don't know what's happening right now. And it'll just shut off randomly. I assume that's probably what it did just now.
49:00
Speaker 2
Okay? Uh, does it provide you already the dashboards? [silence] So, that's what you've experienced her, each day? Um, Okay.
49:00
Speaker 1
I assume it probably wasn't supposed to do that. What was that? Uh, yes, it is still blinking blue. On the web interface, um it shows I'm not connected to the internet anymore and just a page it still just says enjoy your Wi-Fi. If I were to refresh it, um nothing happens because it says I'm not connected. I kept it the exact same as what it was. Um, now it's a solid red light. I, I think, um, I mean, I don't know, but I think the reason why that was coming out.
50:00
Speaker 2
[silence] was it? How is the device now? Still clicking? Still blinking. No. In the web interface, what does it shows now? [silence] Did you change the Wi-Fi name and the Wi-Fi password?
50:00
Speaker 1
[silence]Because we selected to keep the Wi-Fi settings when we were setting it up. Uh no, I was doing what we just sat on the laptops a minute ago. With the my router_local, or the router.local thing. That's what I was settings on that up on. [silence]
51:00
Speaker 2
With that information they provided me it's in the app right not in the web interface. Right. because I guess the device that you have there is really acting up there's really something going on with your node might be that uh it's not accepting the latest firmware that's why it's rebooting itself it's disconnecting. Now we can try again to set it up uh again like start over we're going to use the the website can you try again through it through the website to set it up this try to look for the device right click on add unit and press scan yes and then when it says found new device press next yes and then you can just follow the instruction from there sir just to double check if you're able to set it up by the way what is your nearest provider?
51:00
Speaker 1
uh uh yes Yes. 20 seconds. [silence] OK, I held it for 20 seconds. Um now it just turned onto a solid blue light.
52:00
Speaker 2
Reset the node like hold and press the reset button again for 20 seconds. Okay, give it some time.
52:00
Speaker 1
okay. okay. What light is showing?
53:00
Speaker 2
Uh yes, sir. Device is still in warranty. Now, if this troubleshooting won't work, sir. What I can do is I can uh I can escalate the case to our level two tech and they will be the one who will do some uh advanced troubleshooting. And now, if uh advanced troubleshooting won't go through, then they're the ones that going to provide you the final resolution or what's what's going to do with the device that you have. Okay? Alright. So, this last troubleshooting that we're going to do sir is uh we're going to set up again the device through the web interface. So, right now, may I know what's the light indicator showing for the device? Uh-huh. Yes.
53:00
Speaker 1
It is a blinking blue light right now. Okay, I'll let you know when it turns solid blue. [silence]
54:00
Speaker 2
okay so whenever the device turns solid blue just alert me okay I'm still documenting everything what we have done. Thank you.
54:00
Speaker 1
[silence]
55:00
Speaker 2
uh, just give me a just a couple of minutes. Um, sir, again, for the the laptop that you have there, can you try to check for me in the Wi-Fi settings. What are the if you will see the Wi-Fi name of linksys, is is there a Wi-Fi that you can connect to that Wi-Fi name, sir?
55:00
Speaker 1
Yes. OK, it says it's connected to the internet and it has been factory reset. I'll hit continue. OK, I'll just keep my Wi-Fi name, the standard one, and the password standard that comes with it for now.
56:00
Speaker 2
Thank you. Now after that sir um kindly try to open a browser or add new browser and put there 192.168.1.1 [silence] uh uh I'm sorry what
56:00
Speaker 1
In the WiFi name it just has the, just the information that's on the bottom. So the V-lop, uh, setup 8 D5 that it has just the password that's with it as well. I'll just... no, it's saying personalize your WiFi name and password. Okay, I'll just change it real quick. Just change it to...
57:00
Speaker 2
No response.
57:00
Speaker 1
Okay, so I'll just change the WiFi name and then I'll keep the password for now. Let me just hit next. Get Network, I'll just leave that setting off for now. Night Mode, I'll leave that setting off. Okay, it's saving the changes. It says it's going to briefly turn off and then turn on again. I got a good feeling about this one. I think it's gonna work. Okay. Okay.
58:00
Speaker 2
uh-huh yeah okay let's just try if it will go to alright I hope so but sure again if by chance that you'll encounter this issue if ever that we are uh we are able to resolve this issue right now just try to observe your nodes your connection you can call us back within 24 to 48 hours so that we can check if there's uh something going on
58:00
Speaker 1
Awesome. And then, okay, it looks like it's still saving those changes while it reboots. Okay, let me get the pass word real quick. It is a solid white light, which is good, and then let me go back to that website.
59:00
Speaker 2
How is it rated now, sir. What's the light indicator showing?
60:00
Speaker 1
Okay, it says those changes have been made. Okay, though now it says confirm all nodes are here. I just see that one node. I'll hit next. And it says it's ready. Oh, we did it.
61:00
Speaker 2
All right, that's good to hear, sir. One of the reasons that you've experienced it, it's because your router setting is still intact before. So, it's just to make sure that just to be safe, we've changed your wifi name. But then again, you try to observe if your connection still drops. next thing is if your device will still reboot. Okay. Just 24 to 48 hours and you can call us back so we can
61:00
Speaker 1
Okay, perfect. Well, thank you so much for all your help today. I really appreciate it. Awesome. Well, thank you so much for your help. I really appreciate it. Uh, yeah, let me pull this up. Alrighty, I'm ready.
62:00
Speaker 2
possibly um stack further uh resolution okay? alright alright Thank you so much sir. I do apologize that it took us too long for the troubleshooting but I assure you um if everything will work fine right now then uh I guess everything will be in our favor. So You're welcome sir. I've documented everything by the way sir in the system what we have done so far. If by chance you are going to call support we happen to have a pen and paper so I can provide you your case number so you don't need to repeat your yourself all over again. Okay, so uh that would be L for Lima, T for Tango, S for Sarah.
62:00
Speaker 1
zero zero one three two six seven one awesome so I have L C F zero zero zero one three two six seven one awesome all right well thank you so much all right thank you you too bye
63:00
Speaker 2
And then 0 0 one three 2679. Okay. All right. Yes, sir. So you can just provide that to the next representative that you will be able to have in the phone. And then they'll read the notation that I have documented. You don't need to repeat yourself. Okay? Thank you so much, sir. Again, this is Trio from Linksys Technical Support. You have a nice day ahead, sir. Bye-bye for now. Bye-bye. . Yeah.
63:00