V2 Rubric Detail — 918c3064-73c8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:41
Duration
61m 4s
Contact
Tony Johnson
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135155
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: initial setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall87.5% (+61.5)

V2 Grader Summary

The agent successfully resolved the issue by correctly applying the 5-press method for WHW03 nodes and guiding the customer through a full setup. However, the agent provided materially incorrect technical information by claiming a solid red LED indicates a successful reset, which contradicts the LED reference KB. Despite this error, the customer's network was successfully established and confirmed.

V1 Case Analysis

Customer attempted to add WHW03 nodes to MBE7000 mesh. Agent incorrectly stated compatibility and guided through resets and 5-press method. App falsely showed nodes added, but network remained unstable. Issue unresolved.

Troubleshooting Steps
  • Performed factory resets on both MBE7000 nodes.
  • Uninstalled and reinstalled the Linksys mobile app.
  • Guided the customer through the 5-press reset method on WHW03 nodes.
  • Attempted to add WHW03 nodes as child nodes via the app.
  • Incorrectly used the 5-press method as a pairing mechanism for incompatible nodes.
Key Observations
  • Agent fundamentally misunderstood mesh compatibility: WHW03 (Intelligent Mesh) and MBE7000 (Cognitive Mesh) are from different generations and cannot be mixed (velop_mesh_compatibility.md).
  • Agent incorrectly promoted the 5-press method as a solution for adding incompatible nodes, when it is only an escalation tool for compatible models.
  • Agent misinterpreted solid red LED on WHW03 as a sign of readiness, when it indicates a hardware or connection issue (led_intelligent_mesh_consumer.md).
  • Call was highly inefficient, involving multiple resets, app reinstalls, and a 60-minute duration without progress.
  • Agent incorrectly concluded the setup was successful based on a transient and false app state, leaving the customer with a broken network.
Positive Highlights
  • Agent remained patient and empathetic throughout the call, acknowledging customer frustration.
  • Agent guided the customer through basic reset procedures step-by-step.
  • Agent attempted to troubleshoot app connectivity issues by suggesting a reinstall.
Agent Errors / Gaps
  • Failed to verify cross-generation compatibility; incorrectly stated that WHW03 nodes can be added to an MBE7000 mesh.
  • Misused the 5-press method as a node pairing solution for incompatible hardware, when it is only an escalation tool.
  • Provided inaccurate LED color explanations: claimed solid red on WHW03 was normal for reset state, when it indicates no internet or hardware issue.
  • Did not collect or confirm warranty status or serial numbers for all devices.
  • Did not check WHW03 firmware version (v1 vs v2), which is critical for WHW03 compatibility.
  • Gave false confirmation of success when the app briefly showed the WHW03 node, despite ongoing LED errors and network instability.
  • Failed to recognize that the MBE7000 and WHW03 use different mesh technologies (Cognitive vs Intelligent) and are not interoperable.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms success with 'Yay. Thank you' and nodes show solid blue/green; agent confirms full setup with MBE7000 parent and WHW03 child nodes.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically guides through app reinstall, factory resets, LED verification, firmware update, and 5-press pairing — all relevant and logically sequenced.
R3 Met Correct resolution path conf 95%
Agent correctly identifies WHW03 cannot use app for setup and selects 5-press method, which is documented as valid for WHW03 in KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies symptoms and asks diagnostic questions, but misattributes solid red LED as a sign of successful reset, which contradicts KB.
T2 Met Appropriate tools / resources used conf 90%
App, reset button, and firmware update were used appropriately; no required tools were skipped given the issue type.
T3 Not Met No misinformation conf 95%
Agent states a solid red LED means a WHW03 node is 'properly reset' (at [46:00]), which is contradicted by led_intelligent_mesh_consumer.md where solid red = 'No internet connection'.
Communication
C1 Met Clear & professional language conf 95%
Agent maintains control throughout, sets expectations ('wait for light to stabilize'), and manages transitions smoothly despite customer confusion.
C2 Met Confirmed understanding conf 90%
Agent uses plain language, checks understanding, adapts to customer’s pace, and confirms comprehension during complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, performs all troubleshooting, and does not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Clear next steps provided (reset nodes, wait for LEDs, perform 5-press); agent confirms completion and verifies outcome before closing.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be a first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted — issue was resolved within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent acknowledges customer’s nervousness, expresses appreciation, and maintains a patient, professional tone throughout.
X2 Met Tone & rapport conf 90%
Agent matches customer’s deliberate pace, repeats instructions when needed, and checks in during key steps to maintain engagement.
X3 Met Overall experience conf 90%
Agent avoids unnecessary repetition, performs actions like reset guidance and pairing setup directly, and minimizes customer effort.
Call Transcript118 turns · 120 lines
Speaker 1
Good morning. Tony Johnson calling. I am working with a new MBE 7000 and I am trying to get it to set up. For my home network and I have. I don't know what you need from it. I'm sorry I didn't understand.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call... Thank you for calling Linksys. This is Ice. How can I help you? Good morning. Thank you for calling. I Ice How can I help you? Good morning.
00:00
Speaker 1
yes ma'am, yes ma'am. there are two nodes in this kit. the first node, let's see. I've got the model number, oh, here's the serial number. Hang on. I got to get where I can read it. I apologize. I have to have a magnifying glass. it's pretty small. Give me a second. fortunately, I happen to have a magnifying glass. I've done this before. Okay, here we go. 59 A is in atom. 1 0 M is in Mary. 2 A is in atom. D is in David. 0 2 3 4 7.
01:00
Speaker 2
be 7000 uh can you provide me the serial number of this lens is product
01:00
Speaker 1
That's correct. That's correct. Yes. Give me a second. Uh, turn this around. I can see it. Name, password. No, that's not what I want. I want the model. Give me a second. Turning. Serial number, ah, model number. WHW-03.
02:00
Speaker 2
All right. And you mentioned that there are two of these MPE 7000, right? Okay, and you have a previously existing lynx products. May I know what's the model of those previously lynx products you have? [silence]
02:00
Speaker 1
We're trying to upgrade to the to the new network. I want to start with the MBE 7000, the two nodes, and then from there my understanding is I can add the WHW, as child nodes, but I just add them one at a time using the app. That's correct. Well, we we may. The first thing we want to do is get the MBE 7000 working, because it's square.
03:00
Speaker 2
All right. All right. How many WHW... Do you still want to use that WHW or you only want to use the MBE 7000? Mm-hmm. I see. Also, you have three previous WHW series or nodes, correct? And this WHW03 nodes, you want to add them as a child node to your MBE 7000 nodes.
03:00
Speaker 1
Footage coverage may take care of us, we may not need child. Oh, well why can't I access the [silence] thing? I was I was trying to access it on the app. Yeah, it won't let me access it. Well that's the current wifi name. I do need to edit that. But it won't that's the problem. It won't ma'am. It won't let me log into it on the app. I've tried logging into it on the app and I've tried logging into it on on the website. It won't let me do either one and I don't know why.
04:00
Speaker 2
Yes. Yes and it's showing in our system that it's already online. So you were able to set up your Mbe 7200. Yeah. Yeah. And shall we start Mbe. Uh-hmm. Is it belop setup 52 your Wi-Fi name? Yeah. Well, you can edit that on the app. The linxist app. Now, here's the thing, um Johnston, Uh-hmm. Oh. So how did you set up your Mbe 7000 since it's showing if you uh-hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. [silence]
04:00
Speaker 1
I used the application and the application said did I copy over everything from Sweetcheeks, so I did. I use I use the app to set it up. It went through the it's a setup process and it did the process took it took three or four minutes, you know, not wasn't wasn't bad, and then when it was done, it wanted me to log in, but then it wouldn't let me log in. I did the email. Yes, ma'am. No, ma'am, I've tried the email. I've changed the password twice to try to get it to work, and I've tried the email three or four, I mean like six or seven times. I'm sorry.
05:00
Speaker 2
When the app asks you to log in, what did you, uh, the router password or the email? Email, what the, Video email and you were not able to log in. Okay, uh.
05:00
Speaker 1
We already had the account for the old system. And it let us use the old account. That's true, yes, ma'am. The old account. And it shows that up and it says that's inactive. It shows both networks where I'm in the app.
06:00
Speaker 2
And so I didn't log in on Modem for some reason. the 7,000 using the the Linksys app. So if you you set it up with an email account or did you create an account or you just your email account. When you used your email account did you have to create an account? I see you're using your old account to log into the app. Uhm. is it the same password? So here's the thing Tony, your old account was linked to your previously owned LynxSys product model WHW03, right? Here's the thing Tony, your model of the three previous is WHW03. Did you confirm that is the same for your March 2019? Purchase. which I didn't log in, the MX4000 using the LynxSys app. Well, could you show me what's on screen. your email type in the text to [silence] [beeps] [background conversation]
06:00
Speaker 1
Okay. Okay. Okay, give me a second. Let me turn it over here where I can see the router passwords. Let's see. Uh, Okay, Okay. Whoops. All right, watch what I'm doing here. Sorry. Okay. I'm going to put you on speaker for that, because we're on the phone that I used for this. I hang on just one second.
07:00
Speaker 2
model W H W 03 is no longer supported by the Linksys app, meaning you can no longer set it up using the Linksys app and you can no longer also use the Linksys app to check or access your router settings with regards to the model W H W 003 because, uh, the cloud services were removed and so the model W H W 03 can no longer be accessible to the Linksys app. Now, if you want to login to your Linksys app, try to login using the router password. I think you can access [silence]
07:00
Speaker 1
Okay, you're on speaker now. Now I'm going to go to the link, this app. Okay. Okay, I'm on login and it has two options, email or router password. You want me to go to router password? Okay, it says connecting to your router. Then it says unable to unable to connect detect a connection to your Wi-Fi. Go and change the list. select your Wi-Fi from the list. Tap on Wi-Fi once it's returned here. Okay, hang on. So go to the settings. Okay, it wants me to go connect to the Wi-Fi. So I'm going to do that. It had me on beep on setup. I meant ago. Okay, now we're on the Wi-Fi. Okay, back to this. Okay, now. Now connecting to my router. No, it still didn't like that.
08:00
Speaker 2
And then you look at what does it chose to first? Okay, select router password, yes. Yes, you need to connect. Okay.
08:00
Speaker 1
i'm on the wi fi i know the wi fi is working i'm sitting right here with it let me go back and check it again no we're on we're on the AT&T wi fi so the wi fi is definitively connected yeah i'm looking right at it okay so from there see more tips routers powered on routers power yeah it's got power correct wi fi password yeah restart your router you're still haven't checked no okay it's it's just throwing the error message on on the router will password it says unable to detect a connection to your wi fi try the steps below or see more tips
09:00
Speaker 2
Okay. Um,
09:00
Speaker 1
Yeah. that'd be fine with me. How do we do that? Now. I only. I only have one of the. 7,000 notes on right now. I've got I got the what's going to be the primary node on. I. Two notes to. It was supposed to be added as a child. The the the app said it did that automatically. Okay. That's fine. [silence]
10:00
Speaker 2
can we uh set up again your M-be 7,000? Is it okay? Okay. Uh first Hold on. So uh I want to know first Tony, um when you set up the first M-be 7,000, uh the other M-be 7,000 was it also added as a child node? So we're going to do a reset on both of nodes your M-be 7,000. Is that fine? And uh Okay. So I need I need you to do a reset on both nodes to reset your M-be 7,000 and M-be 7,000.
10:00
Speaker 1
How long do I hold it? OK, I did, on the first one, I did, and it turned, it went off, and then turned red, I'm doing the second one now, we don't want it to be red either. Okay, hang on, hold on. I'm with you, huh.
11:00
Speaker 2
You gotta press and hold its reset button, and uh, wait until its light went off. Once the light went off, you can let go of the - we set paraît. You press and hold. Uh its light should flash bright red until it will turn off, and once it's off, you can release or let go of, holding on the reset button. No. Uh, we have to wait for its light to turn off, and then you can release.
11:00
Speaker 1
Okay, I got the first one done. I can go back and do the second one. Okay, they're both off. The the first one's blinking blue, the second one's now started blinking, well, turning blue. I see that it's going to blink. I'm with you. Okay. You know, we're not there yet. We got to wait just a minute. [silence]
12:00
Speaker 2
okay. so let's just wait for it for the light to turn back on. uh usually the light will start to blink blue okay so let's just wait once the light uh stabilize or stay steady if they turn solid blue it means they are properly reset so we need them to turn solid blue okay okay while waiting
12:00
Speaker 1
okay not only a second here to get my mind on with a link if you say movering out reading at okay the app is deleted going to app story going to search searching typing in l i n k S
13:00
Speaker 2
For the two m.B.E 7,000, I want you Tony to remove your links app. I want you to uninstall it and then download it again. So uninstall and reinstall your links app and then we'll reinstall it again. So that we can have a fresh restart on your links. Yes. Make sure you select the links is logo or links up.
13:00
Speaker 1
Got it. Touching it. Would like to download it. Hello. There we go, that's better. Okay. Opening. Okay. So, I've got the new - I've got the Linksys app re-downloaded, or new new app. I am looking at the - and and it's open, but I'm not touching any of the buttons on it yet. And both modes are solid blue. yes.
14:00
Speaker 2
Uh-huh. Yeah, uh don't uh press in uh uh let's wait first for your two nodes, okay? Okay, that's good. So, since they're solid blue, it means they are ready for set up. But I want to know uh, Tony, uh if one of the nodes is already connected to your internet provider modem. And you make sure that the...
14:00
Speaker 1
Again, I'm actually looking for, it says 2.5 gigabit internet. AT&T Yes me. That's me. T-O-N-Y-J-O-H-N-S-O-N. Okay, got it.
15:00
Speaker 2
the part. the cable is plugged into is the internet for the one which has the yellow label on the router or MLB 7000. You have to make sure okay, that's good. Um, may I ask first, Tony, who's your internet service provider? Okay. And you mentioned your name was Tony Johnson, was correct. All right, thank you, Tony. All right, Tony, I need you to open now your linksys app since you've already downloaded it, right.
15:00
Speaker 1
It's giving me two options, manage your Wi-Fi or set up a new Wi-Fi network. Loading the setup experience. Okay, now I have two options, VLLOF and mesh routers or non-mesh routers. I want the VLLOF one, don't I? Okay, I have to agree to the years and conditions. I need to allow linkage to sing Bluetooth devices. Yeah, the Bluetooth on. Well, you know what let's. Yeah, let's yeah, let's double check the Bluetooth. Give me a give me a second. Let me just go to. Uh, yeah, Bluetooth on. I'm just putting my hands on it just so I can say it. Um, here we go.
16:00
Speaker 2
to the app. Okay. Select. Setup a new Wi-Fi. Select. Velop. Velop and Mesh Router. Velop and Mesh Router. Yes. Agree to that. Yes. Just turn on the Bluetooth on your phone. Okay. Then just proceed. [silence] to the app. Okay. Select. Setup a new Wi-Fi. Select. Velop. Velop and Mesh Router. Velop and Mesh Router. Yes. Agree to that. Yes. Just turn on the Bluetooth on your phone. Okay. Then just proceed. [silence]
16:00
Speaker 1
Okay, now I'm back to the TLS that says disconnect and remove my old system. Every old thing. I'm sorry. Make sure everything is finished. It's unclear what's happening here. Make sure everything is finished. Okay, we've already done that getting connected. Keep your phone and set this up. Okay, I'm literally right here.
17:00
Speaker 2
Okay, just proceed. That's just a instructional guide. So just proceed until you reach the node light is solid. Proceed, click next. So, Let's just wait, your Linxys up will find or try to connect to your internet provider. If it detects an internet connection, then it will proceed to the next process of the Linxys app and that is to set up your Wi-Fi name and password.
17:00
Speaker 1
E-8. I'm putting in the password. Give me a minute. Hang on. I've got to start over. Give me a second. Okay. Now I hit next. Our privacy pledge. Continue. Okay. Now it wants me to log in email address and password. Okay. Is is I'm sorry. Okay. It's taking me. I'm at a screen that says log in and it wants my email address and my password. Do I need to create a new account? E-8.
18:00
Speaker 2
the [silence] I [silence] the [silence] what [silence] [snoring] sorry
18:00
Speaker 1
You have to log in, use the same account. Ah, skipped. Skip for now. Okay, I've skipped for now. Look under your node, take note of the Wi-Fi name and password. Okay? I know where that's at. Let me turn that where I can see it. Come on. I'm sorry? Okay, it says, look under your node and take note of the Wi-Fi name and password. So I've done that and I'm ready to hit next. Is it okay if I hit next? Okay. Then it says go to settings on your home screen, find and tap on your settings icon. So it just wanted me to go to settings on my phone?
19:00
Speaker 2
No. no. there is a way for that to skip. Is there a way for to skip that. So what step are you in now? yes
19:00
Speaker 1
network okay that's five nine two so I'm gonna touch it okay it's now connected to that I'm gonna go back to the link that's out yeah do that create your router password okay so this is
20:00
Speaker 2
u i think it wants you it wants you to connect your mobile phone to the wI-Fi name of your parents node uh the parent node is the one that's connected to your AT&T modem okay uh the router password uh it's the password you use to log into that router okay the wi-fi password um once you have [background noises and music] [silence] [different speaker]
20:00
Speaker 1
Okay. So this is the same password. It's the same password that had said, oh, okay. Okay. In other words, the app that we already, I know what you're talking about now. I think. Give me a second. Got it.
21:00
Speaker 2
and the software to home your nodes. That's the password you use so that you can access your Linksys up. So that's the router. It's not, uh, it's different from your Wi-Fi password because your Wi-Fi password is the one you type in to connect to your internet. While the router password is the one you use on accessing your Linksys, up, the application software.
21:00
Speaker 1
All right, I don't mean to be slow, I'm typing furiously. Okay, it says, please wait. Now it says, configuring my Wi-Fi network. Now at the bottom it says, this could take a minute. So basically we just need to be patient. So let's, can we give it time and and and cuz it did this before when it was doing the automated thing, and then it wouldn't let me log into. So can we can we wait for it to finish so I can log into it? [silence]
22:00
Speaker 2
So I think you're already good. Setting up your nodes. Because it's already configuring your network. Yes, let's wait for it to finish.
22:00
Speaker 1
Oh, it created it, yay. Okay. Now let's connect to Wi-Fi. Step one, go to your phone setting and click new Wi-Fi. Okay, so I gotta I gotta, I gotta go to my phone. Here it is. And it says come back here and hit next. So I've done that. Now it says adding your child's notes. Keep your phone in the setup area. This could take four to six minutes.
23:00
Speaker 2
Because once it has configured your network, you will still need to add your other M.B.E. as a child node. What is the... Yes, you have to connect to the new Wi-Fi name. If you have edit, yeah, if you have edit your Wi-Fi name, then connect to that. If you haven't, then try to connect again to the Wi-Fi name of your parent node M.B.E. Okay, that's good. Okay, that's good. So, we're getting...
23:00
Speaker 1
Give me a minute. I got I got to lay the phone down. Hang on. The primary is a light blue and the child mode is still a solid blue, so maybe it hasn't had time yet. Can't do it.
24:00
Speaker 2
making progress so it's already- your child node so uh if as the app say it would take four to six minutes and by the way can you check on your MEA 7000 the light should be blinking huh huh uh make sure that uh the secondary and B7000 you have is placed beside your primary and B7000 okay
24:00
Speaker 1
Right. And give me a second. I've got to add my power cord. Give me a second. Yep. Okay. The second one just went blinking light blue. While we're waiting, can I ask a question about the secondary node? I-- I want to put it on a-- on another floor in my house, and I have Cat 6 wire run, okay, down to it. Or Cat 5e wire. Run-- run down to it. Okay? So I-- I'm going to I'm going to plug the two together.
25:00
Speaker 2
Okay, just hold on to it. But since it started blinking, I think the app is uh detecting your secondary node. So let's just wait. Yes?
25:00
Speaker 1
uh when I plug in on the on the child node do I use the yellow 2.5 gigabit or do I use one of the 1234's very good that's exactly what I wanted to know thank you uh [silence]
26:00
Speaker 2
So if you want to hardware your secondary node, it should be on its internet port, the yellow 2.5 while the other end should be the one, two, three, four, one, number one port on your primary node. But on the secondary node, it should be on the internet or the yellow label. So you mean to say Tony, your child, your secondary note is hardware now.
26:00
Speaker 1
No, no, not right now. That's- that's when I- when I move it, it will be. Right now it's wireless. I-I was just getting prepared for- for the usage of it in the future. It is- I'm looking at it. It is a solid light blue. Yep. Oh and- and the app says- the app says my network. Now my app says for me to hit next or add more notes. I want to hit next here. Is that correct? I'm going to hit next. Okay. Now it says automatically send error reports to Linksys. Sure, I don't mind. [silence]
27:00
Speaker 2
or mother. okay yeah okay sure. i see yes you can hard wire your uh secondary nodes. is the secondary node light still blinking solid light? uh it didn't blink. [silence]
27:00
Speaker 1
I'm going to hit next on that. That's checked, yes. Okay. Go ahead and move your child node. I know it wants me to move the child nodes. Yes. Light blue. Um, well. I, I, okay. I would, I could go with, I'm not, I may be a little bit colorblind. So that, that could be, that could be white. Yeah, I'm sorry. It just looks, it looks very, very, very light blue to me.
28:00
Speaker 2
Okay. Hold on. Hold on, Tony. I want to know what's the light, the color of light of your child node. Light blue? It's not white? Because if it's a MBE 7000, it should turn solid white. Ah, I see. So, the is it the same color as your primary node? If it's the same color, then I think it's already, already.
28:00
Speaker 1
Yes. They're both the same color. [ silence ] Oh, it locked me in by itself. [ silence ] Oh, hang on. [ silence ] Well, no, it's already locked me in. I'd have to log out and log back in. Hang on just a minute. It's fussing at me about new firmware available. [ silence ] It wants me to update. Can I update the firmware? [ silence ] Let's hit that.
29:00
Speaker 2
connected okay so it's good you can uh relocate the channel but before that you can also check on the uh I think the uh will uh let you log into the dashboard of your so that you can check if there are already two nodes uh connected go to your uh and check so if you uh log into your router uh through your app just type in the router password mmm yes you can uh update the firmware
29:00
Speaker 1
[KEEP_UNCERTAIN] yeah okay okay machine I don't know it says we gotta wait it says that could take well it could take up to 15 minutes and then the Wi-Fi will restart but truthfully it's moving pretty fast at least a little bar. so let's just see I'm commitment we we've got a gig I'm sorry. Yeah. we would like to Yeah maybe we I don't know it depends on if we need them.
30:00
Speaker 2
So since it's updating a firmware you will have to hold on and wait a little bit. Okay, that's good. Okay, that's good. Uh, Tony uh, yeah, while waiting for that, yeah, while waiting for that uh Tony, um you want you mentioned that you want to add your 3WHW03p gateway, right? And uh we can add we can add your WHW03 as child node to your ube 7000 but we cannot use the lynxess
30:00
Speaker 1
I'm sorry, will, will use the, what, what, what method, the FirePryn? Okay. Bear with me, just long enough to, right now, the existing system is restarting, according to the app. I gotta, I gotta give it time to finish. I promise, I'm not trying to be slow. I apologize. This stuff makes me nervous, especially when it doesn't work like it's supposed to the first time around.
31:00
Speaker 2
know up to add them. We will use the five press method. It's the quickest way to add them or with without the using the lynx's app. Yeah, the five press method, you just need to press the button on your parents note. But before we go through that, I need you to do a reset on your three nodes. [silence] Yes.
31:00
Speaker 1
Then I get all. Okay, so, what you're saying is go ahead and plug in one of the, one of the uh uh W what are these ones called again? W H. I'll do all, So, get them all one, I'm going to have to go get them I gotta run get one, okay? Let me, let me, let me, I'm going to run away from the phone, I'm going to have to run grab one, okay, I don't have any here yet. We can do that.
32:00
Speaker 2
Yeah, but uh, that's fine. Uh, your two nodes are already set up, uh, they're already configured successfully. Uh, it's just updating its firmware. The WHW, uh you can plug them, all three of them. Uh, because they need to be power-on. Yeah, and make sure they are, and Tony, make sure that those three WHW03 are placed beside your parent node, the primary node, so that Yeah, sure. Sure.
32:00
Speaker 1
Okay. got to get them plugged in. Give me a second for that. And I do want to know, are we going to need to, rest this? Okay, give me a second.
33:00
Speaker 2
Yes. Yes, we're going to have to reset your three W. nodes.
33:00
Speaker 1
okay, that one's plugged in, I gotta plug this one in. Oops, just go ahead and, there we go. Okay. Okay, I've got, I got three of them plugged in, and I'm just waiting on them to to get the light solid.
34:00
Speaker 2
Well. Once Once you plug them or just wait for the light to stabilize first Okay, because once you plug them the light should start putting up first. So you need to give them a few minutes to stabilize their light and then we can do a reset Mm hmm Yes
34:00
Speaker 1
hugely, I'm still waiting according to the app for the Wi-Fi to restart on the other nodes. The nodes look fine, it's just the app. It says... it says it's restarting my Wi-Fi. As a course has been saying that now for a couple of minutes, but yeah. Okay, let's see.
35:00
Speaker 2
Is the app still updating, or it's already finished updating? It's just restarting. What about the light status of your M.B? 7000. Are they still blinking?
35:00
Speaker 1
See, I have two of them blinking and one not blinking. Oh, now the one that wasn't blinking went to blinking. They're all blinking red. And then one turned, kind of blue color. That's a different one that was blue a minute ago. That's the WHW's that are blinking. The MBE7000 is the child is light, blue, white and the primary, they're both solid white. The app is sitting almost a little bar for being done, supposedly.
36:00
Speaker 2
is that the mb7000 or the w h w all right okay then uh okay let's okay so since the app is still uh
36:00
Speaker 1
Okay. Yeah. Yeah. But the one I've got hold of right now went kind of purple and now it's flashing dark blue of all things. And then it's still blue.
37:00
Speaker 2
The bar is still progressing, so let's do a reset on your Three WHW nodes. Uh, I want you to do the same procedure on resetting the node. Press and hold its reset button. Once the light is off, you can let go. Usually, when you press and hold the reset button, its light will flash bright red, and then it will pulse dimly, three times, and it'll flash bright red again, until its light will turn off. And then you can let go.
37:00
Speaker 1
Not yet it hasn't. I'm still holding the reset button down. [[Aha.]] Now it's flashing red. Now I it ... Come on. [[Aha.]][[Yeah, yeah, go out.]] [ Aha, this one reset. Okay. I got q one done I'm on the second one. first one was a booger. [[Let's see.]][[Oh, the second one went off. That was much faster Okay, let's get this other one around here now.]] There's that thing. There you go. and then you get on that.
38:00
Speaker 2
Did its light went off when you do a reset on it? Okay pull out once the light, yeah, once the light is off you can let go. Okay that's good.You're doing great at resetting your notes.
38:00
Speaker 1
Okay, we have all three nodes, now we just double check them because, no, yeah, this one went back blue on me. Hang on, I got to do this one again. Let me just get it down here and do this. Okay, it's out. Okay, I don't understand. I've got, oh, that's the way the light reflecting in it. No, well, that's weird. Are they supposed to come back on blue after we've reset them?
39:00
Speaker 2
Yes, once the light is off and you let go, the light will start to blink blue.
39:00
Speaker 1
. I'm with you, okay, so [silence] . [ silence ] . OK, so I've got one that's gone blue, that's good. Let's see, I've got two that've gone blue. I'm waiting on the third one. And apparently we're still waiting on the internet to finish restarting on the Wi-Fi or the Wi-Fi to restart, whatever the devil it's doing. The app's still spinning, so we'll just wait on it. Okay, I've got now I've got one that's sitting here looking at me kind of.
40:00
Speaker 2
and you just have to wait for their light to stabilize. Once the light stabilizes, the light should turn solid purple or solid pink, uh, depending on the light behavior of your WHW. So first it will blink blue and then it will turn solid. It should be solid purple or solid pink. That's the indicator that they are properly reset.
40:00
Speaker 1
Kind of dumb. I've got one that went to that purple color. I've got one that's still blue. And I've got one that doesn't seem to be doing anything. I'm with you. Okay, well, the purple one seems to be done. So one is still dark. And the one is still blue. [ silence ] While the color is the thing. Am I white? [ silence ]
41:00
Speaker 2
Okay, the one that turned solid purple, it means it was properly reset. So let's just wait for the other two. Uh, I think they're still booting up or starting up. So, let's just.
41:00
Speaker 1
Now I've got one that has no light at all. I've got the one that was blue just turned purple. So we've only got one that issues. I don't know, it's sitting here with no lights on. Maybe I just need to be patient.
42:00
Speaker 2
Are they all solid the light? Are they all solid lights? Okay, that's good. Okay, so let's just wait. Uh, since we have already two of your WHW turns solid purple, then I think the other one she does it turned solid purple in a little was. Check it's the power cord adapter. Maybe the power cord was loosened, if it's showing no light at all. Okay. Okay. Yeah.
42:00
Speaker 1
Restarting things taking a long time. Mhm. It's reached the end of its bar, but the arrows are still spinning above that. It's still says restarting. I'm assuming we just need to be patient. Yes. Both of them.
44:00
Speaker 2
So the app is still progressing the bar or the restart Oh what Yeah and what about your mb7000 the two MB are the lights still solid white Okay All right And what about your T WHW or [silence]
44:00
Speaker 1
I have two purple and one red. It's a solid red. [silence] I see it. e two e. Yes, I can see it. [silence]
45:00
Speaker 2
They all have solid purple. That one red, is it a solid red or a blinking red? Okay. I need you to flip at the bottom of that solid red. Node take a look at its WiFi name. There's a WiFi name there. I think it's Wella setup or links is something. Okay, take note of that. Okay, now, can you check on your phone? If you go to your phone WiFi settings and look at the list of available WiFi network name, check if you can see that WiFi name of your solid red node.
45:00
Speaker 1
Yeah. Yeah. We're still waiting on the restart thing to stop. In other other words, whatever it's doing. What does that mean? Does it mean it's downloading the firmware still?
46:00
Speaker 2
Okay. So I think, uh, that's the caller for that solid red node, uh, indication that it was properly reset, because sometimes, uh, nodes can show, solid purple, solid pink, or solid red, depending on the behavior of the nodes or the units you get. So since it's showing on your list of available Wi-Fi network name, it means it was properly reset. So we're going to add them, but we cannot add them as the app is still, uh, progressing. Yeah. Okay.
46:00
Speaker 1
and what it's talking about or oh okay i thumbed the app up that should have closed it and now th it's still here the restarting thing's still here
47:00
Speaker 2
It could be, it's updating the settings of your MBE 7,000. But since your MBE 7,000 is no longer blinking, so I think it may have already, uh, updated its firmware. You can, can you try to close the app? And then open it again, maybe the app got stuck. [silence] Mhm.
47:00
Speaker 1
Hang on. Hang on. We're getting it's changed. We're getting router settings now, whatever that means. [silence]
48:00
Speaker 2
what about this? let's try to add your is it still? okay. so long as the app is still progressing uh then let's wait.
48:00
Speaker 1
just got the spinning thing in the middle and it says getting router settings firmware downloads probably wait hang on here we are okay now it's we're back to log in and we can either enter email it's got run the email screen you want to enter the email on the password
49:00
Speaker 2
Let's just wait. Maybe it's still saving the program that was uploaded. Yes. you have to log in.
49:00
Speaker 1
Okay, I got to go back and connect to the Wi-Fi. Okay, let's go back and look at the Wi-Fi. And we're connected to the Wi-Fi. Does it want me to connect directly to the router itself? I, uh, yep, yep, got you. I know what you're talking about. I got, I got it. That made sense. I'm a little slow. That, that hit right there. And I was like, I'm Hmm. Okay, now, now I Did.
50:00
Speaker 2
you always have to to log win using the router password. You need to connect to your Linksys router Wi-Fi name. Uh, the one that you create if you didn't edit the Wi-Fi name, if it's default set up 52. Mhm. Yeah. Once connected, go back to the up and log in using your router password. So you're on the dashboard now. Do you see you're online? And then you have two nodes? It's showing three nodes. That's weird because you only have two MBAs seven thousand. Now can you, yeah, can you click on the nodes? That you will know.
50:00
Speaker 1
I just leave this. but it claims that it has one of these, it claims to have one of these WHW03 version two's. instead it claims to have already connected to one of these WHW's. it, it says it, I mean, I don't know that it's right, but that's what it's saying. Yeah, it ends in 9986. Let me look at these two. I'm laughing.
52:00
Speaker 2
Yes. You mean, you mean one of your three. Were added. OK. Can you check what's the serial number of the 03? OK, check which of the three as that serial number.
52:00
Speaker 1
Okay, I know which one of the three it is as far as that goes but it's still showing purple.
53:00
Speaker 2
sure Okay. that's weird because ALL you cannot add, as I've mentioned, you cannot add the WHW03 using the linkages up. That's why we're going to add them. [silence]
53:00
Speaker 1
I believe you. Can I, is there a way to delete delete this from here. Okay. Okay, all right, how do we do it? Okay, here we go. One, two, three, four, five. Done.
54:00
Speaker 2
I'm using the five press method. Let's just first try to add your tree notes, and let's see if, what will be the status on the dashboard if it will show the tree notes on it. Okay? we'll do the five press. Here's the method for the five press setup. You're going to press the reset button on your parent node. The primary node, there's a reset button, press it five times within 5 seconds.
54:00
Speaker 1
now watch [silence] how about that video? two of the child's notes have started blinking
55:00
Speaker 2
Okay, just wait. Your parent nod should start blinking. [silence] Okay.
55:00
Speaker 1
The third one. The third just blinking as well. Okay, so we just need to be patient a minute and see the colors. The NBE 7000 child node, is it ready to be moved?
56:00
Speaker 2
So. Since two of the child node start's blinking, it means they are now responding to parent node. And soon, uh, they're lights should Okay, that's good. So you will know that they are configured successfully once they're light turns solid blue or solid green, depending on the light behavior of your tree pod node. Yeah.
56:00
Speaker 1
OK, well, I'm going to wait. free to do that. But that's gas. It tells me I'm ready to move that one. I've we've got one gone blue. That's good.
57:00
Speaker 2
Yes, the child node mb 7000, you can relocate that already since it's already added to your mesh network. So you can relocate that. Yes.
57:00
Speaker 1
Interestingly that's the one. Well, it went red again. It was blue and now it's gone red again. It did. It's already back to blue again. And now we're waiting for the other two.はい。
58:00
Speaker 2
That's good. So, okay. That's fine. Uh, so long as it turns solid blue, it's already added to your parent node. Oh, the reason why it turned, uh, red is because there might be an interference. Sometimes the transmission of data gets interrupted, but you don't have to worry because once the child node turns solid blue, it's already connected or added to your parent node. So, you will just have to wait patiently for it slide to turn back to solid blue again. Mhm, okay.
58:00
Speaker 1
Yeah, right now I'm just watching them blink red. Oh, another one went blue. That's good. Well, they're all true. Yeah, believe it or not, I've got one green and two blue. Oh, the green one went Yeah, it was green, now it's gone red again. And the one that was.
59:00
Speaker 2
then that one of the child the three chirons went solid blue so I think the two chirons will also turn solid blue so two that and one one one green Okay. That's fine. Yes. As I've mentioned, your three notes will turn solid blue or solid green.
59:00
Speaker 1
Oh, and they've showed up on the app too. Yes. And they've turned back – the green one went green, the blue one went back blue. Yay. Thank you. Thank you very much. I sure appreciate the help. No, ma'am. Have a good afternoon. [silence]
60:00
Speaker 2
depending on the light behavior of the nodes. But since it turned solid green a while ago, it means it's already added or configured successfully. So, you just have to wait. Yeah. On the app, it should Okay, that's good. So you can now relocate those three child nodes and including your MBE 7000 child nodes. You can relocate them. So, you're all set up now, Tony. I think you've already set up a new mesh system with your MBE 7000 as the parent node and the three previous WHW 703 as child nodes. It's my pleasure to assist you, Tony. And thank you for calling Linxys. No other concern? That's all? Okay. Yeah, thank you as well. Have a great [silence]
60:00