V2 Rubric Detail — 7c31f0b6-7a1f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 16:18
Duration
73m 29s
Contact
312-236-6800
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall77.7% (+15.7)

V2 Grader Summary

The agent performed thorough procedural troubleshooting and temporarily restored node connectivity, but failed to diagnose the root cause of recurring red LED and offline status. Critical steps like modem/WAN isolation were skipped, and technical inaccuracies were present. The resolution was incomplete, relying on customer observation rather than definitive fix, resulting in partial resolution.

V1 Case Analysis

Customer reported a child node repeatedly going red/offline. Performed node reset, re-added nodes via Linksys app, swapped locations, observed solid blue LEDs, and restored connectivity. Advised to monitor for 24–48 hours and call back if issue recurs due to out-of-warranty status.

Troubleshooting Steps
  • Reset both child nodes via reset button and waited for solid blue ready state.
  • Removed nodes from the mesh in the Linksys app and re-added them, allowing required provisioning time.
  • Swapped node locations to isolate potential environmental interference and verified signal strength.
Key Observations
  • Agent did not verify the parent router’s internet/WAN status before troubleshooting child nodes, which is a critical omission per KB diagnostics flow (universal_isp_modem_diagnostics.md).
  • Agent incorrectly described the reset state LED as 'purple or pink' ([38:00]), but MX1200 nodes show solid blue when ready (per velop_child_node_setup.md and universal_factory_reset.md).
  • Excessive hold time and silences reduced efficiency and customer experience.
  • Warranty status was clearly communicated, and a valid self-help path was provided for an out-of-warranty customer.
Positive Highlights
  • Correctly performed node reset and re-add procedure via the Linksys app per KB guidance.
  • Collected model and serial information and created a case ticket.
  • Provided a clear monitoring plan and next-step instructions for the customer.
  • Recommended swapping node locations to isolate environmental factors, a valid diagnostic step per mesh best practices.
Agent Errors / Gaps
  • Failed to verify parent node internet status before troubleshooting child nodes (contradicts universal_isp_modem_diagnostics.md and velop_wifi_connectivity.md).
  • Incorrectly stated that the reset node showed a 'purple or pink' light ([38:00]); MX1200 nodes show solid blue when ready (per velop_child_node_setup.md and universal_factory_reset.md).
  • Spent excessive time on hold and repeated instructions, leading to inefficiency.
  • Did not confirm app login success before proceeding with node re-addition, causing a password confusion loop ([42:00–45:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Nodes were temporarily back online, but the core issue (node dropping offline with solid red light) recurred during the call and was not resolved; agent deferred to observation period without fixing root cause.
R2 Met Diagnostic thoroughness conf 96%
Agent verified firmware, checked signal strength via app, performed reset and re-add of nodes, and monitored LED behavior — all relevant steps for mesh instability.
R3 Met Correct resolution path conf 94%
Despite the unit being out of warranty, agent provided full troubleshooting rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptoms and collected data but did not determine root cause (e.g., environmental interference, hardware fault); troubleshooting was procedural rather than diagnostic.
T2 Partially Met Appropriate tools / resources used conf 93%
Agent used the app and internal system checks, but failed to verify WAN/internet status on parent node or test direct connection at modem — a required step per universal_isp_modem_diagnostics.md.
T3 Partially Met No misinformation conf 92%
Agent correctly guided reset and re-add process, but misidentified solid red as a state to be 'recorded' rather than a failure indicator per KB (universal_mesh_full_rebuild.md/velop_wifi_connectivity.md). Claim about MX450 as 6E is unsupported by provided KB.
Communication
C1 Met Clear & professional language conf 94%
Set expectations for hold time, explained next steps, and maintained control despite customer confusion and app issues.
C2 Met Confirmed understanding conf 93%
Used plain language, confirmed understanding, and adapted to customer’s need to move around the house by offering callback.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and stayed on the line through extended troubleshooting.
O2 Partially Met Proactive follow-through conf 91%
Told customer to monitor for 24–48 hours and call back if issue recurs, but did not provide escalation path or ticket number proactively; relied on customer to initiate follow-up.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be the first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted at this point.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Repeatedly thanked customer for patience, remained courteous, and acknowledged the frustration of remote work disruption.
X2 Met Tone & rapport conf 93%
Matched customer’s pace, allowed time for movement, and checked in after delays; maintained engagement throughout.
X3 Partially Met Overall experience conf 91%
Customer experienced app crashes, login failures, and had to manually reset password — agent could have suggested local web UI as fallback per KB.
Call Transcript106 turns · 117 lines
Speaker 1
[KEEP_UNCERTAIN] Hi there and Hi, my name is Doug Matin. I have a mesh system, which has a parent node and two child nodes. And one of the child nodes keeps falling offline. It goes, the, you know, the light on top, it flashes red, and then it goes, after a few minutes, it goes back to blue. I'm wondering if there is some sort of a firmware update Or something that needs to be done to prevent that because I have you know I'm working remotely and it needs to stay stable or else I fall offline and bad things happen, you know? Can you help me with this? Sure. 8 Utah, two zero, Michael one eight Charlie, 0 1 7 4 9 Okey dokey. I like the system and it's been working pretty, you know, pretty for a while. It's pretty stable. Uhm but lately it's just hmm something's been going on. [silence]
00:00
Speaker 2
yeah, we can double check for you. can you provide me the serial number? thank you so much, sir. let me just double check that one here. this one, sir, is the mx12-600. this is the one that's showing on our system. Mm-hmm. Let me just double-check. Okay, the m mm-hmm. And who is your internet service provider, sir? Okay. And this is your first time you're calling Linksys?
01:00
Speaker 1
Until this, it appears that this is the only child node that keeps dropping because I just checked the other child that I have a parent and two children, two child nodes, and the other child node seems to be working fine. Okay. All right, sure. Douglas D-O-U-glass Matton, M-A-T-T-O-N, M-E.com. Correct, Trier. Yes.
03:00
Speaker 2
So this is the only child mode sir that keeps on dropping right? Okay. Let me create a case ticket first sir before we move forward with your concern. Can we have sir an email address? Thank you sir. And first name and last name same on the email for the account.
03:00
Speaker 1
Yeah, but that's a like a an office number. If I give you a cellphone number, that's probably a better number. You ready? 312-5040-991. The one that is falling offline uh recently. It is uh let's see. It's on the second floor of the residence. And the the parent node is in the basement. But what some
04:00
Speaker 2
And this is a best callback number should in case the call get disconnected the one that ends in 68. And how far, sure is this child mode sir to the parent node? Yes, sir. All right.
04:00
Speaker 1
Somebody from your office did is they connected the parent node to the First floor node. And then the second floor node was connected to the First floor node. So it's just a relay, you know? And that made the the signal way stronger and way more stable. So that was great. [silence] [silence] It's blue. Yeah. Uh, I do. Yeah. Okay. Um, let's see. It has almost 100
05:00
Speaker 2
[silence]
05:00
Speaker 1
Percent. I've got it open. It says signal strength. - -61DBM connected to Node-1. And it says firmware version up to date. But I don't know if that's accurate because it keeps, you know, bouncing off line. 2.0.0.7.216.903. The way it is situated in the house is the Node-1
06:00
Speaker 2
okay um all right let me just what's the firmware version sir let me double check that one for you here ok thank you so much see. Let me double check this one for you, sir, before we proceed with any further troubleshooting if needed for the child node. But so far, as for the
06:00
Speaker 1
Correct, correct, correct, it's been good [silence] Child node two is, I don't know, 12 to 15 feet straight above child node one. [silence] Okay. But Child node 1, I'm looking at it on the app. Child node [silence] Child node 1 [silence] um [silence] let's see. [silence] Okay, let's see. Uh, this is strange.
08:00
Speaker 2
Parent node, and then the other child node. You don't have you you haven't noticed any changing with the LED lights on that one, right? Okay. Okay. And, um, just one more thing, sir. How much is the, um, can you provide me like an estimated distance as how far it is to the other node? Drop to 15. Okay.
08:00
Speaker 1
Connected to child node two and it has minus 48 dBM and that's the strongest I can see. Um, and then I have, what is this? The parent node? I had to, I've had to rename everything over and over again. Let's see. Node one, let's see. Node one is now labeled as the parent. Node one is not labeled as the parent, but it is the parent. Okay. Node two is the one that appears to have this serial number that is different than the serial number I believe I gave you. Did the serial number I gave you end in 595? Okay. Well, the one that now appears to be having the issue, is the serial number ending in 595. 38, U20M, as in Michael, 1-8 Charlie, 0-2-595. And the, the other node that has full signal ends in 1,749. [silence] Uh let's see. Child node two, I'm looking at the app right now. Child node two isTranscribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
09:00
Speaker 2
it's 017491. But child node one. sir. That is the one that's negative 40 DBM. Right.
10:00
Speaker 1
minus 48 DBM. Okay. And then, child note, let's see. Let's just do it this way. The one that has, because these things are somebody at your office said, let's name this this that and the other. Serial number ending in 749. Can we do it that way? Serial serial number ending in 749 has minus 48 DBM. Okay. Serial number ending in 2595 has minus 61 DBM. Okay. Then the parent node, it's connected directly to the source. So it's fine. So it looks like the only one that's been bouncing offline is the node ending in 595. It says child node two, and it says it is connected to node one. And that's how I believe it was set up as a relay. You know, boom, boom, boom. Uh just regular walls. um, you know, um, not, not drywall and wood. No, it's drywall.
11:00
Speaker 2
is this 595 series, is it child node one or child node two, okay, and from where the child node is right now, so the child node two, what type of walls do you have, like, is it drywall, wood, okay, is it a hardwood.
12:00
Speaker 1
Yeah, I can't figure out why it. Go ahead. Yes. [silence]
13:00
Speaker 2
OK. try to pull up something here. [silence] parent nodes, the parent node serial number is that the one that ends in 542? [silence] OK.
13:00
Speaker 1
silence
14:00
Speaker 2
it's showing this way away from the main one you're the parent node series online right on your end Silence Okay. Yes, sir. Oh, you're sorry.
14:00
Speaker 1
So I don't know what the problem. Uh, it's red now. It's red right now, r right while I'm talking to you, it's red. it it's on on the app, it's showing it's online. it's blinking. that now it's solid red and now the app is hanging and I can't get to the home screen to to check the to see if it's on. So something's going on. something funky is going on.
16:00
Speaker 2
Yeah. I'll double check everything for you, sir. Because I have some, we can try to isolate it. But let me check if this would be applicable on your end for your issue with one of the child nodes. It's right now. Okay. Can you double check, say, if it's showing offline on the linksys app online? Okay. But it's solid red. Okay. Blinking red, okay. At least we're able to.
16:00
Speaker 1
Mm-hmm. Yes. Okay. Yep. Okay. And it's, and it just went back blue, just now went back blue. So this is what, this is exactly what I was talking about. Okay. All right, so yeah, you can put me on hold. Okay. Okay. Okay. All right. Yep. [silence]
17:00
Speaker 2
um... checks are... that one... turned like blinking red while we're on call at least it's recorded... so um... I'll put you on hold so if it's fine for... maybe two to five minutes maximum of five, I just needed to check something for a while, okay? alright. okay. okay. thank you so much. okay yes um... yeah, I'll be back soon real quick. I just need to verify something here, okay? thank you so much. [silence] Hello Sir. I said thank you so much for patiently waiting on the line. So, um yeah, I have double checked here with our support team here. So we have verified Sir that the firm that the firm that you provided me earlier that is the current firm version for the unit that you have. So at least the nodes are um, up to date. So, um further troubleshooting, we have to isolate it sir, because, um what they have suggested is to do a reset for the child nods only. So, um I know that it doesn't affect the child node one, but they still recommend it because they've mentioned that, um they have a similar case before. However that
17:00
Speaker 1
[silence] okay okay [silence] okay
25:00
Speaker 2
That one is actually due to environmental. It's actually due to the environment of where the node is actually located. So, um, we will isolate it that way. So, we will reset, sir, the two child nodes, um, re-add them back to the network. However, if it's fine with you, the child node two, sir, we will, uh, we will put it where the child node one is located, and then the child node one will be on the child node two, just to observe if the, um, the child node one before will have the same behavior as the, um, as the child node two. Because if it's going to be the same after we isolate and observe it, then our, um, they suggested, they suggested that, um, to escalate the case to our level to for further troubleshooting. But that's, that's going to be the first step that we will, um, take.
25:00
Speaker 1
Okay. So to reset child node two, I have to, in other words, remove it from the network, go down to the parent node and reconnect it to the parent node, right? Okay. Um alrighty. Well, let's see. Um, Hmm. Okay. This is going to be tricky because, um, I need to, um, stay on the phone with you, correct? So I'm going to switch this call to my
26:00
Speaker 2
Right sir, but we have to gather two child nodes. So the child node one, child node two, place them near the parent node, then we will reset them. And then add them back to the network. Correct sir, yes. [silence]
26:00
Speaker 1
Correct. I'm just switching this call, even though it's going to be on the 6800 number, it's going to be switched to my cell phone because, um, otherwise I'm not going to be able to get up and walk around the, the residence. Understand. Okay, so I'm, I'm switching. Okay. Okay, do you still have me? Okay. So, um, in order, first steps first, you're going to, are you going to walk me through this or do you want me to do it and then call you back? How do you want to do this? So, let's do this then.
27:00
Speaker 2
Okay, sir. 2D 0991. Okay. Yeah, no worries, sir. Yeah, I'm still here. Uh, no, I'm going to walk you through with the whole processor because um I may have to double check something on the app once we are done with the um reset and then the readout of the child nodes. [silence]
27:00
Speaker 1
is the first step to disconnect the 2nd floor node that was having the problems or do I disconnect the 1st floor node. Okay. All right. Well, I'm disconnecting the 2nd floor node cuz that's where I am and um, now, um, just so you know, when I do this and I have to go into the basement where the parent node is. this cell phone call might drop. Oh. So, if the call does drop then please. Yes, but on the 0991 number, please.
28:00
Speaker 2
Well whichever node you are near, Sir, as long as you can grab them and then let's bring them close to the parent node. Okay. I will give you a call back, Sir. Yes, sir. What I have is
28:00
Speaker 1
Correct, that's the correct number if the call drop, because I envision it getting, I think it's going to drop very, very soon. Okay. Okay, so I have both child nodes in my hand, and I'm walking through the parent node now. Okay? And that this is where this cellphone call might drop. Okay. Okay, I am next to the parent node. So,
29:00
Speaker 2
is three one two fiv- 5040 991.
29:00
Speaker 1
How do you want me to proceed? Do you want me to go with the second floor node first or to the first floor node? At the same time. Okay. They are both plugged in and they're within 5 ft of the parent node and all three lights are blue. [silence]
30:00
Speaker 2
Okay. Well, you can plug them both at least 5ft. to the parent node. At the same time, yeah, you can.
30:00
Speaker 1
Well, now now the two child nodes are blinking blue. Okay. Yeah. Thank you. So, while we're waiting for the child nodes to go solid blue.
31:00
Speaker 2
Okay, so we'll give them some time sir to fully recover at least three minutes. After three minutes, sir, we will reset them one at a time for the child nodes. Okay. But um I'll just like to give heads up sir sir sir or set expectations. Um for this one, the device is actually showing as out of warranty. So, we can provide full support for the unit, but in case if there's any defective unit we cannot process a process a replacement. But we will do further troubleshooting or diagnostic for this one to resolve your concern. You're welcome, sir.
31:00
Speaker 1
Do you folks at Lynxess have a different mesh system that is better than this one, which is getting a little bit older. Okay. Okay, I thought these nodes were, were able to go up to 3000 square feet but no? How many square feet can these nodes go up to?
32:00
Speaker 2
Well, uh as for, uh as for, uh as for this one, uh as for this one, sir, um, since this one is Wi-Fi 6, we do have, sir, um, we do have a Wi-Fi 6E, which is our MX 6, uh, MX 450. That one can go up to, um, 3,000 square feet per node. So, that is the higher version for this, um, MX that you have. Uh, let me double check that one here.
32:00
Speaker 1
Oh, so it's not that big of a difference. It's 300 square feet, which is really not all that much. Okay. Um, well, both not both child nodes are solid blue. Now.
33:00
Speaker 2
This one, sir, is 2,700 square feet per node. Okay, so
33:00
Speaker 1
[silence] [silence] yes [silence] yes [silence] okay [silence] okay [silence] All right just so you know, I'm going to do that with the node ending in 595 first, okay?
34:00
Speaker 2
Yes, sir.
34:00
Speaker 1
So, I press and hold the reset button until it changes and then goes back to solid blue, correct? Okay, and that could be two minutes. Okay. Right. Okay, I'm doing it now.
35:00
Speaker 2
o k.sir. o k.
35:00
Speaker 1
it's a blinking Blue but you want me to keep holding until it's a solid blue, correct? it it it turned off it went red and now it's blinking blue Okay?
36:00
Speaker 2
correct sir, but did the light turned off. have you noticed if the light turned off, then it was blinking blue? oh k, let, go search since it's already 30 seconds and then, let's give it some time for that 595 node. um, let's go search the
36:00
Speaker 1
Okay, and I'm still holding. It's off. And now it came back and it's blinking blue. Do you want me to let go? Okay. Okay. The first node that we did it. Oh, were you doing two at the same time?No. Okay. Uh. This is exactly what the other node did.
37:00
Speaker 2
Yes sir. Press and hold the reset button. okay. Let go, sir. Yes, it's exactly 30 seconds
37:00
Speaker 1
Purple or pink light. Okay.
38:00
Speaker 2
Okay, so that means that, um, you have successfully reset that once, and so, let's just leave it as it is for now, we'll just wait for the child node, uh, the node 749, so we'll we'll wait for them to have the same color and then, I need you, sir, to refresh the linksys app. So, they should be offline on the linksys app.
38:00
Speaker 1
And as I am doing that, both child nodes now have purple lights. Okay. For some reason, the Linksys app is not opening. It's just, I have that spinning wheel and it says getting router settings. It's not coming.
39:00
Speaker 2
OK, so we will add them to the series using the links. His app later. Oh, OK. You may also, if it takes ... Let me set a timer for that one to two minutes. If it takes two minutes you can close the app and then remove it on the running background of your phone then open it again
39:00
Speaker 1
OK.
40:00
Speaker 2
But your phone is still connected to the Wi-Fi.
40:00
Speaker 1
but i'm gonna okay. it brings me to the log-ins for letting see. yeah that's what it did it's gonna try to open for a sec but now something i got a blank screen so i'm gonna close the Linksys up and
41:00
Speaker 2
Oh, okay, sir. Can you try, sir, to log in using your router password, if it brings you back to the log in screen.
41:00
Speaker 1
[silence] Okay, let's see, okay, what? Well, it's saying I'm putting in the wrong password, but I'm looking at my my hint, and it's saying that I got it wrong. I'm like, I don't understand that. It's like, huh? I'm putting in the correct password, I believe. That's what I'm trying to tell you. Yeah, I tried it again. It says, "incorrect password. Try again in one minute." Nothing's ever easy, is it, right? Uh. Okay, router password, reset password. Ah, whatta... Okay,
42:00
Speaker 2
okay. try second attempts sir. let's let's see if it's gonna be the same. okay. so I guess we'll just have to do sir reset password and then you can just reapply sir that password that you have for your router. yeah.
43:00
Speaker 1
[ silence ] Okay, so I am in. I had to reset the password. Um, and it says, um, offline are the two child nodes. There's two child nodes. Yeah. Two child nodes are showing offline on the app. Yes, I do. Is that what you want me to do? Remove them from the network? Okay. I am going to do this with, um, I'm going to first do it with the node ending in.
44:00
Speaker 2
two child nodes here. okay okay all right let's select those child nodes here and then check if you have an option to remove the node of the network okay yes sir let's remove them so we can properly add them back to the network
45:00
Speaker 1
Well, I don't know if that's child node two or one, because um they're both Yeah. go back in seven nine, right, I have just removed both of them. Okay.
46:00
Speaker 2
Okay. Sir. Um, that is the Child Node 2 sir. I have recorded, which is the Child Node 2 so we can, we have to make sure it's properly documented. Yes. And then Child Node 1749. Okay. Uh, no sir, we will have, um we will have both of them removed off the network.
46:00
Speaker 1
Yes. Yes. Yes, that is correct. Yes. Okay. Yes. Yes. And the bar is open. So, yes. Okay. I just disabled it, and I'm getting a spinning wheel.
47:00
Speaker 2
[silence]
47:00
Speaker 1
Okay. And that's done. It's disabled. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Make sure that everything is in. And pitch. So I'm, the, the notes.
48:00
Speaker 2
Okay. All right. Okay, and then let's go back, sir, to the menu again. And then scroll down, sir, go to setup in your product. And then add node to your home network.
48:00
Speaker 1
[silence] Chancewise, it is solid. [silence] I am referring to the node ending in '995.' So I'm clicking through and it's saying that it's looking for the child node. Correct, and the child node 595 is right next to the parent node, right next to it. Yeah.
49:00
Speaker 2
okay there's like a program bar going on right okay okay but is it does it remains solid purple or like pink okay
49:00
Speaker 1
the progress bar finished and it's now saying it's adding the child mode so it says it could take from four to six minutes per child mode and now the light is blinking purple no just the five nine five node is blinking okay no I'm not going to do anything because this is too important I'm going to stand here
50:00
Speaker 2
for both of them or just one, sir? Okay. All right. So, it may take a while, sir. So, we'll just leave it as it is for now. We will wait until the Linksee's up finish re-adding the two child nodes. If you need to do something else, sir, while we're waiting, you can take your time, okay? I'll just be here.
50:00
Speaker 1
until this button has added, I made this to be one
51:00
Speaker 2
Okay, ma'am. So, after this one, sir, so what we have done is we reset and then re added the two child nodes, uh we also disabled the home kit integration for the for this unit uh as part of the isolation recommended by our support team. And then last um once we have successfully added it, we will placer the um 595 we will make it as a child node one on the very first location. So we will wait that one to turn online and then after once we're able to reconnect the 595 to that first location then the child node two will be the 749 on where usually the original child two keeps on disconnecting and then I will let you observe it for um like 24 to 48 hours.
51:00
Speaker 1
Okay. Okay.
52:00
Speaker 2
48 hours, but if you still notice this disconnection within those time frame, just give us a call back because our support team advised that the case should be escalated right away after this. Yes, sir. because they because we want to isolate it if because if it's going to be the same behavior, then possible that there's actually like it's an environmental um it's an environmental factor. Uh if if that's the same, then possibly there's something on that node where it is located that causing the um disconnection. So at least
52:00
Speaker 1
Right. Okay, well, child load 595 is the light is now gone solid blue. But on the app, the progress bar is still progressing. Do I. Okay. Okay. All right, so even though it's solid blue I'm just going to wait until the app says it's it's added. Ah, okay.
53:00
Speaker 2
so we'll be able to isolate it with the other node okay so we'll just really have to wait before we then see the app so um we can make sure that the parent node establish a connection with the child nodes yes we have to make sure that it's back online on the lynkies app.
53:00
Speaker 1
It's almost halfway. The progress where for this first node, it's almost halfway. But you know, it goes slow. And it says, you know, just above the progress bar, you probably know this, it says four to six minutes. Oh, now, uh, it says your network screen came up and it says node one, child node one, child node two. So I'm going to click next through there.
56:00
Speaker 2
How's the app so far, sir? [silence] Yes, sir. Click next.
56:00
Speaker 1
okay, and now it says, uh, go ahead and move your child node, so I should take 595 and put it where the other node was previously, correct, okay, by the way, both child nodes now have solid blue light. it looks like it added them both. And I click finish and the app is showing both nodes. Correct. They're both added and they're both online.
57:00
Speaker 2
Uh correct, sir. But let's um let's click finish first and then let's um go to the dashboard. Let's make sure it's showing as online on the dashboard before we move one node. Okay. Okay. So they're both showing sir online, right? alright. Okay, so I need you sir to unplug.
57:00
Speaker 1
Okay. And then put 595 on the first floor and the other 1794 on the second floor? Okay. All right. Okay. I'm going to disconnect both now then. Okay.
58:00
Speaker 2
Both Child nodes.
58:00
Speaker 1
Okay, going up to first floor. In order to plate 595. [silence] Hey. Thank you. [silence] Okay. 595 is now placed and has a blue light. Okay.
59:00
Speaker 2
Okay, so let's give it some time, sir, because it'll recover. Let's wait for it to turn back to solid blue after blinking, and then let's check it on the Linksys app.
60:00
Speaker 1
It just now turned solid blue, but on the app, on the app it does not show. Yeah, it shows offline.
61:00
Speaker 2
How's the light so far, sir? Okay. It's still offline. Okay. That's fine, sir. Usually the app takes a while.
61:00
Speaker 1
And then it just went red again. Oh, now it's blue. Uh. Okay. Child node 1 is blue and it looks like it's connected to the net, the, the network. And that's 515. 595 is connected, yeah. Yes. Minus 57 dBm.
62:00
Speaker 2
Well, okay. Okay. And then, Sir, 5-5-9-9-5, okay, sir, so, so it's showing, showing online, sir, on the Linдува app. Okay. Can you select cloud one, sir, l and let me know what's the signal strength. 5.7 now, okay. All right. So, so let's proceed now, sir, for the second child, for the, second child node.
62:00
Speaker 1
Okay, I'm going to take it to the other location. I'm going to go on the 2nd floor. Okay. Now, when I connect this 2nd floor node, it is going to connect to first floor node, right? Okay. Cause it's the 2nd floor node's not going to try to connect to the basement parent node, is it? Okay. All right.
63:00
Speaker 2
Okay, sir. Yes, sir, because we're actually doing a daisy chain. No, sir. That's why we let the child node one, which is the 595 turn solid blue first. So, once we connect or once we, yeah, once we turn on the child node two, it will detect the child node one.
63:00
Speaker 1
Okay. Okay. Yeah, child node two is blinking blue. Still, still, still showing offline on the app. That's okay.
64:00
Speaker 2
okay so it might take three to five minutes so we'll just have to wait on that one
64:00
Speaker 1
Well, it's solid blue, but the app is not showing that it's connected. It still shows it as being offline. No, it's been solid blue for about 45 seconds. Oh, now it shows it's connected. Just now. Signal strength is -57 DBM and shows it's connected to child node one. Yes. Yes, it has just
67:00
Speaker 2
How's the child node two so far, sir? Oh, okay. Did it just turn solid blue? Okay. All right. FOR OK. So, let me just um make sure, sir. So, the child node one that is now the 595, that one has the signal strength negative 57 dB still. Can you try to go back, sir, on that one, on that node?
67:00
Speaker 1
Minus 57 DBM child node one. That is correct. Okay. All righty. I do have Internet and let's see I'm going to try to.
68:00
Speaker 2
Okay. as for the child node 2 that is now the 749 signal strength is also negative 57 dbm and it's connected to child node 1, right? Okay. All right. So can you double check sir if how's your internet so far on that location? Let's make sure first that you have internet. [silence]
68:00
Speaker 1
System network and I am. Well, now my computer is not connecting to the internet and this is what I, this is the one I need to have connected I'm trying to connect to the mesh network and it's not doing it. Uh, Wi-Fi okay Uh
69:00
Speaker 2
Try to the turn off. Is this computer connected via Wi-Fi or wired? Wi-Fi. Okay. Turn off the Wi-Fi for like maybe 10 to 15 seconds. [silence] . Try to turn it off. Is this computer connected via Wi-Fi or wired? Wi-Fi. Okay. Turn off the Wi-Fi for like maybe 10 to 15 seconds.
69:00
Speaker 1
Okay, it seems to be back, so that that did it. The turning off, on and off of the the Wi-Fi. It appears to be. Yes. Sounds good. Looks good.
70:00
Speaker 2
Ok so far everything is up and running again, sir right? [silence] Ok [silence] Ok so so far sir um yeah we r the reset re-add this GI Transcript
70:00
Speaker 1
Yes.
71:00
Speaker 2
the Homekit integration because as for this one, we had an issue before related the Homekit. So, that's why we disable it as part of the isolation. And then we also switch nodes with the location for the child node 1 and 2. So, for this one, just observe the connection if you will still notice the child node 2 dropping since it's already the 7:49. Um, if it drop sir, um, check if you can access the Linksys app. If you can, double check what's the signal strength if it change from negative 57 to a different um, value. Then if not, then you can just give us a call back so we can escalate the case, okay? Okay. [silence] You're welcome, sir. Thank you as well, sir for spending your time with me an hour.
71:00
Speaker 1
I think. Yeah. Yeah. My pleasure. Perfect. Okay. Thank you very much. Have a good day. [silence]
72:00
Speaker 2
seven minutes. I. I know it, took a while, but thank you so much there for your patience. I'll send to you the email for your case number, so you can use that case number for reference in case you have observed something on your device. Okay? you as well, sir. You have a good day and you take care. Okay, bye bye. [silence] Hello there. So, I guess I already lost you on the line, sir. So, thank you so much for calling Linksys. I hope you have a great day. Bye bye. [silence]
72:00