V2 Rubric Detail — a4e899ea-5f37-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 10:33
Duration
89m 46s
Contact
Shree Basantha Bommaey
Issue Type
Password/Login
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#TE00132003
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access the app
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall43.6% (+1.6)

V2 Grader Summary

The agent demonstrated ownership and provided a clear escalation path with ticket and timeline, but failed to follow correct technical protocol for SPNM60CF — notably using 192.168.1.1 instead of myrouter.info and skipping the recovery key method. These critical omissions in troubleshooting and tool use prevented resolution and increased customer effort, making the escalation necessary but rooted in avoidable errors.

V1 Case Analysis

Customer unable to log into router admin page (192.168.1.1); password rejected. Attempted hard resets, UI access, and node pairing. Issue unresolved; escalated to L2 support, ticket LTS 132003, callback expected.

Troubleshooting Steps
  • Attempted login via http://192.168.1.1 using default Wi-Fi password
  • Guided through hard reset of parent node (~15 seconds)
  • Changed Wi-Fi name and password via UI after successful login
  • Attempted to add child nodes via My Network > Setup New Product
  • Performed multiple hard resets on child nodes due to flashing red/purple/white lights
  • Attempted pairing via UI and physical button
Key Observations
  • Agent incorrectly stated SPNMX42 is incompatible with the Linksys app (transcript [09:00]), contradicting KB for Intelligent Mesh devices.
  • Reset hold time was 15 seconds (transcript [24:00]), exceeding KB's 10-second requirement, risking incomplete reset.
  • Agent did not confirm model family before troubleshooting, despite having the serial number, leading to potential misdiagnosis.
  • Node pairing guidance was inconsistent with KB, including incorrect LED interpretations and missing UI options.
  • Escalation to L2 was appropriate after multiple failed attempts and missing UI options.
Positive Highlights
  • Collected serial number, phone, email, and created a HappyFox ticket (LTS 132003) correctly.
  • Successfully guided customer through reset and regained access to router UI, enabling Wi-Fi settings change.
  • Provided clear ticket number and set expectation for L2 callback, ensuring operational continuity.
Agent Errors / Gaps
  • Incorrectly claimed SPNMX42 is incompatible with the Linksys app (transcript [09:00]), contradicting KB.
  • Instructed 15-second reset duration instead of 10 seconds per KB (transcript [24:00]).
  • Did not confirm model family or firmware compatibility before troubleshooting, risking misdiagnosis.
  • Provided inconsistent node pairing guidance, including incorrect LED interpretations (e.g., flashing red vs. purple).
  • Failed to validate successful node integration despite claiming readiness.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The agent escalated to L2 without resolving the login loop or node pairing; customer still had flashing red nodes and incomplete setup at closure.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped the non-destructive recovery key method for login issues (per linksys_now_login_admin.md) and jumped to factory reset; also used 192.168.1.1 instead of myrouter.info for SPNM60CF, which may not be reliable.
R3 Partially Met Correct resolution path conf 85%
Agent attempted troubleshooting but failed to follow correct protocol for SPNM series (e.g., recovery key, correct URL), leading to unnecessary reset; escalation was appropriate only after flawed steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Failed to ask about recovery key or exact error messages; did not verify if customer was using correct URL (myrouter.info) or if Instant-Privacy was blocking access — key diagnostic omissions.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use the correct access method (myrouter.info) for SPNM60CF; skipped recovery key tool which is the primary non-destructive fix for login issues on this model.
T3 Partially Met No misinformation conf 90%
Correctly stated admin password matches WiFi password on label for SPNM devices, but incorrectly directed customer to 192.168.1.1 instead of myrouter.info — a critical error for SPNM models.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had long silences, unclear transitions, and failed to set expectations early; did not structure troubleshooting steps clearly.
C2 Partially Met Confirmed understanding conf 75%
Used simple language but did not adapt to customer’s fragmented speech; missed opportunities to confirm understanding, especially during reset and login steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the case, performed multiple troubleshooting attempts, and only escalated after exhausting visible options, demonstrating ownership.
O2 Met Proactive follow-through conf 90%
Provided ticket number, explained who would call back, and set an expected callback window of 2‑3 hours.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation occurred after reasonable (though flawed) L1 troubleshooting; issue involved firmware/UI limitations beyond L1 scope.
E2 Met Escalation prep & handoff conf 95%
Provided ticket number, explained who would contact the customer, and gave a realistic timeline (2–3 hours) for callback.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized and thanked the customer, but did not specifically acknowledge the frustration of repeated failed logins and resets.
X2 Partially Met Tone & rapport conf 75%
Maintained a calm tone but did not adjust pace or check comprehension during complex steps; customer remained confused about node status.
X3 Not Met Overall experience conf 90%
Customer repeated serial, model, and password issues multiple times; agent re-asked for information already provided, increasing effort.
Call Transcript119 turns · 131 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
Hello. Oh yeah. Hello. Yes, hello. Yeah, you know the link is up. I was trying to log into my router but I'm unable to log in. When I put the password, it's loading and then it's coming back to the same.
05:00
Speaker 2
[silence]
05:00
Speaker 1
him telling me to put the password again and again and again. in connectivity. Yeah. Uh, the moth the mother parent node or the child node. Give me a second. I'm going to I'll head upstairs and and just give me a minute.
06:00
Speaker 2
I see I see got it sure um I know sure who is your internet provider community fiber and yes habotus can you please provide me the serial number of your linkages please the parent notes are the serial hases
06:00
Speaker 1
[silence] Hello. Do you need the model number? Here. 7 2 10 M 2 8 F 0 4 8 9 8. It's 7 2 10 M 2 8 F 0 4 8 9 8. Should we take your name? Yeah. I have a note.
08:00
Speaker 2
yes hello sure serial number serial number sure uh-huh okay okay uh-huh okay 04898 got it let me just check on the exact key right sir just give me a couple of seconds here i'll just need to check on the exact device you have two nodes right two nodes
08:00
Speaker 1
Two new nodes and two old nodes.
09:00
Speaker 2
Okay, I've taken a t sharply. Oh, okay, so this, um, was just installed yesterday. Okay, so the second. The second. Second. Okay, so based on the information, sir, this is an FB and M six, uh, which is the YF seven from, uh, bundled device from community fiber. So, unfortunately, this node, sir, is not compatible with the Linux app. But I can walk you through how we can, um, how you can get through the user interface for you to do the changes or or adding the child node? Okay, so before we proceed with that, Eric, I have. For your phone number, in case you get disconnected.
09:00
Speaker 1
My phone number is 0 4 7 sorry 0 7 4 0 and then 7 5 3 7 4 3. Sensi Velma Shrivasant.
10:00
Speaker 2
sum Let me read it to you, sir. Can you confirm instead? Zero seven nine zero four three five. three seven, four three. Yes, okay, thank you. And may I have your first and last name, sir? I'm sorry, I'm sorry, sir. Can you spell your first name, sir, please?
10:00
Speaker 1
Sasinth and my last name is Yeshvasan, my last name is Bommiaiah. A z s Of S V S V 305 UK at Gmail dot com. Yes, UK at Gmail dot com. Yes, yes, yes, yes.
11:00
Speaker 2
got it, thank you and how about your email address, sure I'm sorry, AZ S V 715@, Gmail.com UK. there's UK after 715. okay, so um A alpha, Z for zebra, S for sure,
11:00
Speaker 1
yeah. yeah, that's correct. um, yeah, too. I mean, I bring my laptop. yeah. Yep. tell me I want to
12:00
Speaker 2
sugar, V for Victor, 305, UK at gmail.com. OK, thank you, sir. So for this troubleshooting, sir, may I just ask if you have an iPad or maybe a laptop that we can use? OK. OK. So can you please make sure, sir, that your laptop is connected to your new wi-fi network? It's connected, OK. [silence] OK, so
12:00
Speaker 1
yeah sure your connection is not complete like it's lake hot Windows Windows yeah proceed to on
13:00
Speaker 2
all right. now, sir, open a browser on your laptop. uh, o. k. type this number here on the address bar. one nine two dot 168 dot 1 dot 1. o. k. you will be routed to a Linksys page or maybe a warning page, sir. o. k. you are using what computer, sir? uh, Windows, Mac. and you're using Chrome? yes. o. k, sir. there's an advanced button below, sir. okay. [silence]
13:00
Speaker 1
Then you password, sorry, asking password. this The same password? Welcome
14:00
Speaker 2
Yes, proceed to and save. Yes. What does it say, Sir? Or what does it ask? Is it asking for a password? Password. So that will be the same password, Sir, underneath the licenses. Yes. [silence] yes yes thank you a bit you Greater not Color. [silence]
14:00
Speaker 1
[silence]
16:00
Speaker 2
Okay, so this password here is not for your Wi-Fi. This is only for you to log in on this page. [silence] Yes.
16:00
Speaker 1
Yeah back to login login please Log in could you enter your router password yeah I closed all the windows and uh
17:00
Speaker 2
and then use the password you just created, sir. I'm sorry, same thing. Okay, sir, can you close the page, sir, please? And then open a new browser and let's try to log in again.
17:00
Speaker 1
[silence] 192.168.1.1 Yeah. Same thing enter the password. Yeah again and again. Yeah. Yeah.
18:00
Speaker 2
Yes. So, is it asking for you to um, log in again? Enter the password. Okay. Um,
18:00
Speaker 1
[silence]
19:00
Speaker 2
[KEEP_UNCERTAIN] Do you still have that option to reset passwords there? [silence] Yes. [silence] Forgot password or reset password? [silence] Yes. [silence] Okay, can you-- can you forgot password again and then we type the recovery key? [silence] Yes. [silence] Create a new password here. [silence]
19:00
Speaker 1
['Yeah.', 'Hello.', 'Yeah.', 'Then the resolution and I'm gonna... No, no, I'm gonna enter the postman.', '[silence]', 'Same thing.', 'Yeah.']
20:00
Speaker 2
[silence]
20:00
Speaker 1
I just want to check my uh whether my notes are synced or not. And also I need to change the uh Wi-Fi name and the password. Yeah. [silence] No they didn't add it. They just uh have updated the new one just the only one. The other three notes in the three notes the one the it's the updated the latest one. And the other two are the old one. So, they it's I connected the three of them. No I just added this. [silence]
21:00
Speaker 2
Sir? Is there a specific um, setting you wanted to change on your router? Or do you want to add a node you think this um, this page? I see. Okay, so community fiber has already added the child node. Okay, so you still need to. Yes, sir. So you still need to add this node.
21:00
Speaker 1
[silence]
22:00
Speaker 2
I see. In what way, sir? What method did you use to add a node? I see. Okay. What is the light in the top of the nodes right now, sir? Blues. Okay. I see. So possibly that works there, but right now we are having issues with logging in on the user interface and since the app is not working on this, this is not compatible with the app. The only thing that we can do sir is use the interface which is this page that we are trying to access and we are having problem right now or issues right now logging in on the page. Sure, the only way for us to have an access to your... [silence]
22:00
Speaker 1
sorry.
23:00
Speaker 2
page is to do a reset. Like reconfigure this device again. Yes, the only things here, the only troubleshooting that we can do for us to get through the settings of your Linksys here, since we already tried different browser. Yeah, the only things the only troubleshooting is, is to reset the reset the not and re add your child nodes. Would you like to go ahead with that? Okay. Yes. So, yeah, we will start with your main uh main node here. Okay. Okay. So underneath, you have a reset button. There's a reset button. Yes. Yes, that, that's a reset button. Okay. Flush panel. Now we're trying to find the reset button because we already identify the over temperature error. So, we try, we tried to do some troubleshooting right now.
23:00
Speaker 1
15 seconds. Wow. Yeah. It becomes solid blue and then black and then now it's blue. [silence]
24:00
Speaker 2
reset or the button that has a label reset, you have to press and hold it here for 15 seconds. Okay, so let's just give it a time, sir, let me know. Um, oh, by the way, sir, this node has an ACS feature. After it turns solid blue, sir, it will automatically go back to solid white. Just give it three to five minutes. Yes, just.
24:00
Speaker 1
Me bring all the, all the other no to go in the same place. Okay, let me let me bring in in the window bring the all mode. because one, first flow one in the kitchen. Can you people do that a, my all the two old router to to the updated one. Let me change that one. Can you guys replace my one to the new one. The two old ones. Um, you know this, past six month the community fiber making new. they are giving me a, the old one is, a let me tell you. Model number to use, I don't know where's the number.
25:00
Speaker 2
3 to 5 minutes. Yes. Yes. for. Yes, because we have to add it back to your network. Yes, what do you wait. Yes. I'm sorry, can we? Oh, only community fiber can do that, sir. They can. Yes. Yes. What's the model number of the older ones, sir?
25:00
Speaker 1
[rubber duck] but I have they said this is 1 1 gigabit speed but my parrot is 2.4 gigabits this is really scary from yesterday I got caught and after I left without wearing this though.
26:00
Speaker 2
SPN-MX-42. I see. So this is our one of our Wi-Fi six. But this is also a pre-configured device. Anyways, sir. If. Mhm. Yes. Yes, sir. Sir. So for this for this new node sir, since this are bundle devices from community fiber, for replacement, it should be coming from community fiber. Okay. [silence]
26:00
Speaker 1
[silence]
27:00
Speaker 2
00:00:00 yes 00:00:00 hello
27:00
Speaker 1
Okay.
28:00
Speaker 2
Okay, that's good. Okay. So, before we add the child nodes, sir, we will try first to access the user interface of your parent node. Okay, so same thing, sir, make sure that your computer is connected to the Wi-Fi network from your main node or main parent. Yes. Yes, sir. I believe it is, um, back to default now, so connected the default name. Same password underneath, sir. Yes.
28:00
Speaker 1
Yeah, connected. [silence] Yeah, done. Yeah. Yeah, close it. [silence] It's done already. Uh, [silence] Now what is the where to the password?
29:00
Speaker 2
well, it's connected. Okay. That's good. Uh, let's go back to the link sys page Sir. Same numbers. 192.168.1.1. But if you have that old browser we use earlier, Sir. Close it first. Uh-huh. So, router password, Sir, is the default, which is the same,
29:00
Speaker 1
say okay. saving your configuration and checking for software updates. yeah. please wait as we download and reboot your device. yeah, now it's done. yeah. hmm. let me change my password and uh, the router name. [silence]
30:00
Speaker 2
Undanneath the Linksys router, same with the Wi-Fi password. mmhmm. Okay, that's good. I believe we're in, side, sir. Mm hm. Mm hm. Mm hm. Mm hm. Speed it up! Okay, we are inside. Okay, that's good to know, Sir. So we can go ahead, sir and change what settings you wanted to change. If not, sir, then we will add your child nodes. Um. Speak up! Mm hm.
30:00
Speaker 1
How to change. Yeah. Set, uh, set up a new product. Incredible Wi, yeah. Yeah, yeah. The WiFi name, password. Yeah, click set up. Apply the same WiFi settings to all bands. Yeah. Hmm.
31:00
Speaker 2
Oh, okay, sir. For the Wi-Fi name and password, sir, you have to tap the menu button on the upper part. Okay on the menu button, sir, you have an option to tap or to turn off quick set up. Do you see that? Quick set up option under, incredible, no, sir. Incredible Wi-Fi, sorry. Yes, okay. Then you have quick set up, apply the same. Yes, yes, sir. Okay. So, underneath that, sir, you have Wi-Fi name and the password. Just tap on the pen icon, then you can create your own name and then save. [silence] Oh, okay, go ahead. Yeah.
31:00
Speaker 1
Yeah. And the security mode is WPA2 personal yeah? Okay. [silence] processing.
32:00
Speaker 2
create your password. Then save. And scroll down. Sure, you will see another save button on the lower left. Yes. Set it into WPA two, personal older. That's the most secured one. And then scroll down, look for the save buttons here on the bottom left. Thank you.
32:00
Speaker 1
How many child node can I connect? What's the maximumlimit? two story. Yep. Yeah, yeah, yeah. Yes. Lots. I have total five nodes. [silence]
33:00
Speaker 2
Actually, sir, you can add as many nodes as you want, but we can also base it on the signal strength that you will get from those. How many, like stories is your house? It's a two story. Is there a lot of like interference, thick walls, um, furnitures? There are. Okay. I believe, sir, um, yes. I believe, sir, if you have multiple rooms, that four nodes will be enough.
33:00
Speaker 1
One parent and four children. Yeah. Okay. (I'm) Still processing. Hmm. (I'm) Yes. (I'm) Still showing processing. Yeah. Give me one minute. I need. Do you guys are providing two only for, to come into favor or to that? [silence]
34:00
Speaker 2
Yeah, that's more than share. Okay. So since you change your Wi-Fi name and password, sir, can you try to check if your computer is still connected to your Wi-Fi network or not anymore? Yes, yesterday. Can you uh minimize that page and then go to your Wi-Fi settings?
34:00
Speaker 1
Do you guys are providing two ways for multi-fiber? That routers, which one is the best? Best network. Which network is best the providers? Okay. Deaf not from your, you're not connect. [silence]
35:00
Speaker 2
I'm sorry, sir. I'm no, sir. I'm sorry. What's your question again? Sir? Oh yes, yes, sir. This is a link. Sir, we do provide support sir for community fiber devices, but only for link routers.
35:00
Speaker 1
Connected to the router but unable do this [silence] they're connected to the network [silence] cannot connect no internet [silence] through this network [silence] but unable internet access [silence] now disconnect and connected again [silence] okay [silence] here [silence] the file [silence] yeah [silence] done [silence] changes saved [silence] yes connected to the new network name [silence] one minute [silence] thus file [silence] name changed [silence] the file [silence] grows [silence]. it's uh saloom 2018 at escape it okay it's yeah go on hello yeah yeah it's the back yeah yeah plug plugged into the other notes uh red red red it's blinking red the blinking one
36:00
Speaker 2
yes hello sir okay okay yes sir so go back to the Linxus page okay on the Linxus page um before we proceed with that sir uh where are the other nodes right now uh is this already plugged in or not yet plug it already near the parent node and uh what's the light at the top of the node sir okay sir do a hard reset on all
37:00
Speaker 1
OK to the pattern then yeah yeah yeah. All four year
38:00
Speaker 2
All the nodes, the child nodes here. Yes. Oh no, sir. On the child node, on the child node that has a flashing red light, same thing. Press and hold the reset button until it turns off and back to solid blue, then let go. Okay, let me know sure if the...
38:00
Speaker 1
ditu
40:00
Speaker 2
Okay, purple. Hmm. Yes, solid blue. Okay, that's ready for setups here. Okay. So let's just wait for the last notes here. Okay? Thank you. Mm-hmm.
40:00
Speaker 1
And yeah, [silence]
41:00
Speaker 2
Yes, I look, sir. How is it, sir? [silence] Okay, ready for setup. Okay, let's have the child note, sir, using the user interface, since we're already on that page. [silence] Okay, go back to the menu bar, sir, or the menu icon or menu button, rather, and go to my network. There's an option for you to set up a new product.
41:00
Speaker 1
Hello.
42:00
Speaker 2
Yes.ello, Thierry. No devices. OK. How about set up a new contract, sir. No option on the page. OK. can you tap the home button again, sir? OK. Um, we will do that, sir, right after you successfully added he child now. But we're now you're ready on the home page, right? OK. Go back to the menu, sir. On the left side, you have another My Network. Nope. Um, no, we have no devices here. OK. So can you just go to
42:00
Speaker 1
Maertel home, yeah, home, MyNet, yeah, menu, yeah, menu, MyNet work, setup a new product, yeah, add notes, indicate solid blue, and the, the, the other nodes is a, purple, can let me click the next, searching for Nodes, watch for the, node lights to change, searching.
43:00
Speaker 2
no, sir. not under home, sir. under menu, sir. menu. yes. left side, you have. yes. exactly. yes. yes. yes. all nodes are ready for set up, sir. the new nodes, sir, solid blue. uhm. means ready for set up. the older nodes. yes, purple. means ready for set up. uhm. all those already connected. what is it? what is it?
43:00
Speaker 1
The power node is blinking in a white color. The child node, the first one is blinking, purple blink. The Red, yeah, Red blinking, yeah. No, no, no, the only one. And the second one started blinking. The Red. And the third one started flashing. Three. Two in Red, two in Red, with a...
44:00
Speaker 2
Mm-hmm. Okay. Blinking. All of the notes, are blinking. Okay. That's good. Mm-hmm. [silence] so how many notes are flashing white now, Sure? Three. Okay. [silence]
44:00
Speaker 1
Okay, purple. Flashing. Yeah, and the three dots are flashing red, and the fourth one started flashing in blue.
45:00
Speaker 2
Okay, that's good. So that means here that these nodes are now trying to connect to your main Linux node. So, let's just give it three to five minutes until this node circle-y. Oh. Okay. Okay, that's good.
45:00
Speaker 1
How long it will take okay? Mhm. [silence]
47:00
Speaker 2
usually three to five minutes, sir., yes, for all three, if all notes.
47:00
Speaker 1
[silence]
48:00
Speaker 2
Jack, I own, because of a break, because the work was on. I make it back. Did you order the above the text? Okay. Is a word sign. There's a need for the admission. Any changes, sir? [silence]
48:00
Speaker 1
three in red and one in white. Yeah. the the new one is in white.
49:00
Speaker 2
Question 1. Question 2. Question 3. Question four. I have to do that by now. I guess it like you said. I said it like you said.
49:00
Speaker 1
[silence]
50:00
Speaker 2
1
50:00
Speaker 1
Yes. It does. Bringing your notes online. Okay. Okay. Sure. [silence]
51:00
Speaker 2
Uh, okay. so Okay. Yes, yes, sir. Let's just wait for the, um, user interface or just finish, okay? Uh, just let me know. Thank you, sir. Uh, uh, uh, what's that?
51:00
Speaker 1
음 난 대단하다라구 from UK or other country? Sorry? the Philippines. Okay, okay. Okay.
52:00
Speaker 2
No, sir. From Philippines? Philippines. Yes, I am from Philippines. [silence]
54:00
Speaker 1
Then try the other method, the Pi Presence Reset method, because, because, because, because, because, whe when I do that, one you take just, just, just, just two, two, two, two, two, two, two, seconds, 55, 50, 50, 50 s to connect the router, is. Yes. [silence] Okay.
55:00
Speaker 2
You're still getting that flashing light here on your child node. Okay. So for those nodes here, it's already five minutes, actually more than five minutes. Let's do another hard reset, sir, on those older nodes. Same thing, for present and hold. is a reset button on each node 15 seconds
55:00
Speaker 1
Hello? Hello? Yeah. How all done all in a Bath mood. in a mood. [silence] what's next? Solid purple and solid blue. Yeah. Hello. Yeah. It's ready. Ready. Ready. The other, the tiny notes. Very close, very close to the Yeah. This unrehearsed. Hmm. Yeah. The padding. Just the padding, 11, 50. I mean okay.
58:00
Speaker 2
OK. OK, so let's go ahead, sir. Just add this note. Yes, sir. Same, thanks, sir. If you want to use the same method you used earlier, then yes, you can do that. Yes.
60:00
Speaker 1
Started blinking red. 3 of them. Yeah 3 of them. 3. And Yeah. Uh-hun-dd.
61:00
Speaker 2
How is it here? Okay, blinking red for the two nodes. Three. Okay. Okay, so let's just give it another time sir, another few minutes more. Okay? Thank you sir.
61:00
Speaker 1
my lenses site it shows the you know the mother node it's a living media and it's connected to one device community zero four six six five I don't know which device community zero four six six five
62:00
Speaker 2
Okay. Is there any changes to air? [silence] Still flushing.
66:00
Speaker 1
yeah no there's two no I don't know which no is that I just have 40 but it shows when I click the the no it shows MX 50 I don't know which device it's not let me see. MX 42 just one and and this is MX 42 and MX 55 [silence]
67:00
Speaker 2
Okay. Okay. And your on your Linux page states only one node, right? Two nodes, one parent, one child? [silence] Well, uh oh.
67:00
Speaker 1
Yep. It's my next 60. Let me took the serial number. B06 code, Obviously it shows connected, but still it's flashing. Yeah. Total I have for, total five nodes, total, including the parent node. Including the parent node. Yeah. Old two and the new one. Next. There is no option. No next.
68:00
Speaker 2
That's the model number. Okay. Let me just check on that, sir. It says, how many nodes in total. 5 nodes, so we are still, so we are still trying to add the older nodes right. Okay. So you have MX, is there an option for you to press next, sir, on the page? No option.
68:00
Speaker 1
So, yeah. Yeah, you know, and the nodes, one is the mother node parent node, the other one is something like root, the name in the root, no devices connected, shows no devices. Yeah.
69:00
Speaker 2
Okay. Okay, boat, can you go to my network again? Okay, do you see the nodes? Two nodes. Okay. Yeah, sir, but then, sir, we are not seeing your other child nodes on the list of available network. Yes. Okay. Okay, sir, let's do another hard reset in the node. Um and let me just uh place you on hold for three to five minutes I'll just need to ask for uh check on further um information about this unit okay for now sir do another hard reset on the node let's wait until it turns purple yes stay on the line I'll be right back thank you sir [silence]
69:00
Speaker 1
{{{єjouu But color coding really has many for us. That is why we have to take a course to start learning anything? connected, but they have to go Did you go to Ohio?
71:00
Speaker 2
Hello, sure. Hi series. Thank you so much for patiently waiting. Okay, so do we now
75:00
Speaker 1
Yeah[silence]
76:00
Speaker 2
So we tried the user interface and the this no stays flashing red. And you also tried the pair button, right? Okay. Can you try another fair, yes or just pair. So within one second just one press. [silence] nothing happened. [silence] How about the child?
76:00
Speaker 1
No. Nothing. No. Nothing. Let me try. Draw again. Yes, it's flashing. Flashing white. Okay. Yes. Yes. [silence]
77:00
Speaker 2
Oops, I'm sorry. The parent node, sir, and you had this on the color light indicator on the parent. Nothing. Mm-hmm. Okay. Yes, sir. Uhh let's wait for the other for this node to turn steady white and then observe the lights are on the top of the other two nodes. Okay, yes, that skit, Cher. That's responding.
77:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Pleasure. Yeah.
80:00
Speaker 2
00:03:507 00:03:957
80:00
Speaker 1
Connection model serial number. Yeah, which one? Firmware version, yeah. Yeah, yeah, yeah, yeah, 11001526012307.
81:00
Speaker 2
Okay. And, yeah, sir. Let's go to the... no details, sir. Just few seconds. Internet online, the name of your Wi-Fi connection, model, serial number, and firmware version. Yes. What is the firmware version, sir? Can you provide me the firmware version, please? The firmware. FW version. Yes. What's the version number, sir? One, two, three, zero, seven. Okay. Let me just take that off and, sir, just to set your expectation that if in the case, sir, that after this troubleshooting and we're still not able to add the node, I might need to escalate this case uh to our second level support for advanced troubleshooting, okay? Thank you. License on the church. and then the But then it is. Oh, let's read it. Who is he revealing not providing some value. I'll thank you and then uh you know
81:00
Speaker 1
and flashing red on the the four notes three notes red three nodes red and the latest one white flashing white no no it's flashing that the parent note still flashing no no ah yeah solid white yeah flashing white
83:00
Speaker 2
okay, it's already five minutes or how is it? what is the light on the top of the node? still flashing red on the two notes. on the okay. so parent node solid white. one child node. I'm sorry, new child node solid I'm sorry sorry let me just repeat um parent node solid white. new child node solid right now. okay, that's good. how about the first child note? sir, the new child note. [KEEP_UNCERTAIN] Okay, okay. So let me just ask again, sir, for um three two thousand minutes, sir. Uh, I'll just need to ask you for, your assistance for this one and um, we can go ahead with um advanced troubleshooting for this, okay? Stay on the line, sir. Be right back. two to three minutes. Thank you, sir. [silence]
83:00
Speaker 1
[silence] I don't know I don't No I don't have yeah. Oh, I don't know. I don't have [silence] yeah [silence] yeah. Oh [silence]
87:00
Speaker 2
Hi, your, uh, thank you so much for patiently waiting. Sir, do you have like a spare ethernet cable, sir, that we can use? [ silence] an ether net? [ silence] You don't have. [ silence] [ silence] [ silence] [ silence] Okay, so I was able to further ask assistance for this one for this concern. And since we [ silence] cannot add the child nodes, sir, uh, back into your network, I will then go ahead and escalate this case.
87:00
Speaker 1
Okay. Thank you.
88:00
Speaker 2
They will give you a call back. Just keep your lines open. Sure, they will proceed with the troubleshooting. I will suggest for you to do a reset on this node and then once it's already steady pink, just turn it off until they call you back. Okay, thank you so much for your time, sir. And by the way, let me provide your ticket number for your reference, okay? Yes, sir. So let me know if you have like a paper or a pen that you can okay. So your ticket number, sir, is LTS. It's L for Larry, T for Tom, S for Sugar. Yeah, sir. 00.
88:00
Speaker 1
00 132 003 LTE S 00 13 2003 yes yeah yeah thank you much yeah Bye
89:00
Speaker 2
132 003. Yes, that's your ticket number sure yes that's your ticket number sure okay, so they'll give you a call back possibly two to three hours sure and they will proceed with the troubleshooting okay. Thank you sir. Thank you so much for your time sir apologize for the inconvenience. Have a good day please stay safe. Goodbye sir.
89:00