V2 Rubric Detail — a8fb8598-7bf1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 23:55
Duration
108m 19s
Contact
auguste BERNARD
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136595
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Reset button not working
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical0.62/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall10.3% (-11.7)

V2 Grader Summary

The agent attempted multiple troubleshooting actions but failed to follow a logical, systematic process and provided inaccurate technical guidance. No escalation or clear next steps were offered, leaving the child node in a fault state and the customer’s issue unresolved.

V1 Case Analysis

Customer unable to add MX4200 child node; node stays purple then solid red. Reset, firmware update, and both wireless and wired add attempts were tried with no success.

Troubleshooting Steps
  • Reset the child node (20‑second press).
  • Attempted wireless add via the Linksys app and via the web UI.
  • Guided the customer to download and apply firmware from the Linksys support site.
  • Tried wired add method (Add Wired Child Node) and power‑cycled both nodes.
Key Observations
  • Agent repeatedly gave incorrect support URLs (support.links.com, support.linus.edu, etc.).
  • Instructions were confusing and often contradictory, especially around the CA page and firmware update location.
  • No model/serial number or warranty status was collected despite the issue being hardware‑related.
  • The call lacked a clear closure plan; the agent did not schedule a callback or escalation.
  • Customer was left without a functional solution after a lengthy troubleshooting session.
Positive Highlights
  • Agent retrieved the correct case number and confirmed the customer's account details.
  • Agent remained patient and continued to attempt multiple troubleshooting methods.
  • Agent attempted to guide the customer through a firmware update, showing willingness to try deeper fixes.
Agent Errors / Gaps
  • Provided wrong support URLs (support.links.com, support.linus.edu) instead of the correct https://support.linksys.com.
  • Misguided the customer to download firmware from an incorrect location and gave unclear steps for manual firmware upload.
  • Failed to collect essential information (serial number, warranty status) for a hardware fault case.
  • Did not follow a logical troubleshooting flow; jumped between wireless, wired, firmware, and CA pages without confirming outcomes.
  • Did not set a definitive next step (callback, escalation, or RMA) despite the issue persisting.
  • Incorrectly directed the customer to access a 'CA' page that does not exist in the standard Linksys web interface (transcript [35:00]–[78:00]), causing confusion and wasted time.
  • Failed to recognize that a child node repeatedly turning solid red after pairing attempts is a known hardware fault indicator per KB, and did not escalate accordingly.
  • Instructed the customer to manually update firmware on the child node while disconnected from the parent network, which contradicts standard mesh node management procedures in universal_mesh_node_management.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The child node remained solid red/purple and never stayed blue; the issue was not resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed several actions (reset button, firmware download, web UI navigation, wired add) but the steps were disorganized and did not lead to a solution.
R3 Not Met Correct resolution path conf 90%
Agent never identified the likely hardware fault or offered an RMA/escalation; continued with ineffective troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Instead of isolating the fault, the agent cycled through disjointed attempts (web UI pairing, manual firmware flash, wired pairing) without determining why the node consistently reverted to solid red, which is a clear error/hardware fault indicator per velop_wifi_connectivity.md.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used the web interface and firmware download, but provided an incorrect URL (support.links.com) and struggled with navigation, indicating flawed tool use.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect information: directed the customer to 'support.links.com' (contradicted by universal_support_contacts.md which lists support.linksys.com) and referenced 'CA mode' and specific 'CA' buttons/settings in the UI that are not documented in any provided KB for the MX4200.
Communication
C1 Not Met Clear & professional language conf 90%
The call lacked clear framing, frequent pauses, and the agent lost control of the direction of the troubleshooting.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon and gave confusing instructions without confirming the customer’s understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent repeatedly asked the customer to fetch laptops, cables, and did not take ownership of the unresolved hardware problem.
O2 Not Met Proactive follow-through conf 90%
No clear next‑step or timeline was set; the agent kept asking the customer to try new actions without a plan.
O3 Partially Met Closure confirmation conf 85%
Agent referenced the prior call (case number) but still asked for information that had already been provided.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
The node was stuck in a fault state; a hardware escalation or RMA was appropriate but was never offered.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was performed, so no escalation details were communicated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed little empathy; no acknowledgment of the customer’s frustration or repeated attempts.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the customer’s confusion; continued with scripted steps.
X3 Not Met Overall experience conf 90%
Customer was forced to repeat information, fetch equipment, and endure many unnecessary steps.
Call Transcript137 turns · 154 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.
00:00
Speaker 1
And it acts like abandoned, then it gets oh yeah. It'll be. Yes. Hey, how are you? Let me give you a case number. Give me one second. Okay. So the case number is L as in lady, T as in Tom, S as in Sam 00136595. I, I'm sorry. Say that again. LTS, 001365, maybe that's a 4-5. I thought it was. Is it not showing up? Yeah, I think it was, I think that's correct. 595.
10:00
Speaker 2
Okay, LTS-00136595. Is that the correct ticket number, sir? LTS-00136595. Okay, let me just check if I - I'm sure let me just check sir.# Okay. I was able to pull up a record here. It's under Bernard Russman and email address is russmanB@bellsouth.net and your phone number is - is it 423-, then -
24:00
Speaker 1
correct, 4, 2, 3, 5, 0, 6, 1723. Yeah, I I I I'll let you review, but I do have the we weren't able to get the reset button working and I I I just have it it's it must be a little messed up. I did get it working. I just got to press very hard. So I do have it now into the reset mode and I'll let you look that over. And we can I can ask you. I'll tell you what the situation is now. Yeah, the reset button we couldn't get working and she was trying to she was trying to I I have a this was adding another unit, another child node to my mesh network. And I was trying to.
25:00
Speaker 2
5061723 so let me just review your record. okay. okay all right so it shows it here earlier on your previous call the reset button is not working right?
25:00
Speaker 1
At it and I was unable to get the reset button working and she was trying to do a work around um for that, but I didn't have an ethernet cable. I didn't have a laptop that had an ethernet port. So we stopped at that time. But since then I have got the reset button working. The the node is right now, you know, it's it's in the it's in the setup mode where it's like purple, like lilac. And I know how to I know how to add these things and I'm going into I'm going into my Lyness app and going into advanced and I'm adding the node and I'm uh I'm getting as far as, you know, it's it's right now in the purple, you know, where it's ready for me to add again. I'm getting it it says looking for child node. It finds the node and it goes through the process of adding it. But then at the last second after it turns blue, it turns red again. So I didn't know why it would be doing that. It's so it's it's really just about completed, but I you know I can never get it where it actually completes and is you know blue. Uhm you know, and and and the the app is even saying you know, congratulations, on adding your your node and you know, let it sit a little while, but it's not adding it. It it it turns red before I even get, you know, usually then it will say you can now move your your node to your your new location, but I never get that far because it's never never stays uh blue in right where I'm setting it up.
26:00
Speaker 2
Okay, so that is the an MX. Uh-huh. Okay. Okay. So that is the MX-4200, right? Okay. And again, you were able to reset it and the light.
27:00
Speaker 1
[silence] it's purple and I and I've done this two times now and it's and like I said, it finds the node, it adds it and it looks like everything's perfect, I'm done. But then it turns red before I even go move it to the new location, and it's in the purple mode right now. I didn't know if maybe hooking an Ethernet cable to the master node would let it sync better. I wasn't sure if there's another way, you know, we can try this again with you on the phone. I didn't know if there was something to clear the cache or to, you know, but I do have, and she had me get an Ethernet cable earlier and hook it to the master router, the master node, uh when she was trying to do something else to get it, uh, you know, to to get it where we could pair it, but I I've got it where it's in the purple, lilac, whatever you want to call it, right now, but I can I it's not going. completely through. I mean it looks like it's going through, but when you get to the very end it goes from blue to red and I never get to move it to a new location. So, I'll let you tell me if you want me to if you want me to try it again if you want me to try something different. It's purple. Right? Three inches. Oh, sure. [silence] 192.168.1.1 [silence] right. let me go get the laptop again.
28:00
Speaker 2
Okay, so, okay, so right now, sir, the light on that node is purple, correct? Okay, okay, and look, how far that, uh, node from the parent? It's like within 10 feet. Let's try another way to add the node, sir, without using the app, okay? Where you'll be using your computer. Based on your record here, you were able to access the parent node's, um, page, the 192.168.1, uh,
29:00
Speaker 1
Yeah, I'll go get it. Let me go get it from the other room. [silence] One second, I'll be right back. [silence] left the kitchen on. Okay, I'm back. I'm starting up the laptop. Give me one second for it to start up.
30:00
Speaker 2
Okay. Alright, just let me know if you already have the laptop. Okay. Uhm, okay. Just let me know if it is ready. [silence]
30:00
Speaker 1
Sure. I'll, I'll learn, hopefully, where I just, I'm, I'm not using a laptop too much these days, but. it, it took a while earlier because I had a, it had so much junk going through, but right now it should start up pretty quickly. It's. Give me one second. I have two laptops, but I grabbed the older one because it was right here. So it's on the welcome page. Let me let it. Get through here and I'll open it up to the 192.168.1.1. As soon as it gets there, I'll let you know. Right now it's starting up, so. I. I'd shut it completely down where I didn't think I was going to be using it again today. Okay. Let me get to Internet Explorer. Okay. It wants me to log in. Let me, I can't remember. Give me one second. I think it's, let me just look here. I think it's this. This. [silence] This. This. I'm gonna click this. I think [silence] crush log in. [silence] Okay Hi, I'm working. Give me one second. [silence] I gotta look up my, I'm on the sign in page and it wants my [1m7s338ms] password. [silence]
31:00
Speaker 2
Okay, is it still loading there or is it still booting up? Okay. Okay. Okay.
34:00
Speaker 1
Here, and I just can't remember. I had to look it up. I had to look it up previously. Give me ADHD or something. I got it. Just give me one second. I think I have it. [silence] It had been changed a year or two ago or some time ago. I'm I'm on it now. I'm I'm okay. I'm I'm on the startup page. I'm on the you know, the link says smart WiFi tool. Okay. Are you surviving on the left hand side?
35:00
Speaker 2
Okay. Did you change that password earlier, sir? Okay. Okay. Um, linkage that up. Okay. So kindly scroll down, then at the very bottom of the page, there's an option there end user license agreement privacy statement. Do you have like CA on the last option? Uh right hand side corner. So
35:00
Speaker 1
[KEEP_UNCERTAIN] end user license agreement yes, I see the private privacy policy so do you want me to open up the privacy policy uh I have at the very bottom of the page it says end-user license agreement slash privacy statement slash third-party lenses slash uh KDA privacy policy and that's that's uh and then it says 2023 Lindsay links us holding. So there's I see that connectivity, I see that I'm clicking on it. Ah, C.A. router, setup, I'm there. Add wif- add wireless child nodes. OK, I clicked it highlighted it your master node is is is now configured. Yes,
36:00
Speaker 2
That's okay now, it's already on the CA mode. Kali then click on connectivity on the left side. Mm-hmm. And then, um, right below connectivity, you have the different tabs. Look for CA router setup or router setup. Yes. And then, you click on, yes, add wireless child node. Okay. Right now, after you click on add wireless child node, Kali, check the child node, check if it's like blinking.
37:00
Speaker 1
It's blinking red. Okay. Give me. give me one second here. Not. Okay. Yeah. It's flashing red.
38:00
Speaker 2
Okay, let's just wait for that. Yes, sir. Because do not interrupt, sir, that will take like a couple of minutes. Okay? Uh-huh. [silence]
38:00
Speaker 1
still blinking red though. It was purple when it started. Okay, it just turned blue.
39:00
Speaker 2
It's still blinking red. Uh-huh. All right. Let's wait, like, um more minutes. This's makes you
39:00
Speaker 1
OK, but now it turned red again. [silence] Shit. Why it's just stuck red, solid red? Okay, sure! Should I do that now or? Okay, uh, and what, I'm, I'm in that page that says add wireless child node and stuff. Should I, should I, get out of there? Are you, I didn't see where, where did you say to go?
40:00
Speaker 2
Is it a solid red or a blinking red? Okay, let's just wait for another minute, sir, to check. And then after that, kindly click on "done adding child nodes." Um, yes, sir. [silence]
41:00
Speaker 1
Oh, oh, OK. Yes, you're right. I'm sorry. I didn't see it. Done adding file node. OK. Do you want me to hit apply or OK or cancel? Apply didn't do anything, but I hit OK and it went back to the home page and I got a still a red solid light. Turn it off. Turn off the whole node. You're saying to just unplug it?
42:00
Speaker 2
click on done adding child node. that's still same, on the same page. okay. yes, you can click on apply, and then okay. okay. kindly turn off the child node, sure. turn it off. the child node. yes, unplug it.
42:00
Speaker 1
Okay, it's unplugged. Okay. Turn it on. Okay, I'm gonna turn it on. Okay, it's, right now it's got the blue light, but I know it's gonna, it's gonna go to red, I know. Right. It's a 4200, correct.
43:00
Speaker 2
So wait for like 30 seconds to 1 minutes and then we'll turn it back on. please turn it on. parent nodes are parent nodes. It's still the same MX 4200, right? okay, there was
43:00
Speaker 1
on the computer you're saying so you're saying to extend this connectivity page, okay, what is the connectivity page, is that the Linksys Smart Wi-Fi tool page, the links of smart 198 I'm on the page 192 168.1.1, the main page. Okay.
44:00
Speaker 2
Waiting for the child node. Tinly, uh, close the connectivity page. Yes. Yes, computer. Yeah, just the connectivity page, sir. Um, I know you are now, um, you are now on the main page, right? Okay, can you click on troubleshooting? Then under troubleshooting, can you click on?
44:00
Speaker 1
Um, refresh, or grid. Oh, I see it, I see it, I see it. Sorry. Okay. I got the report, uh, and I have a red solid light on me, note. 1.0.13.216.903. Solid red. Terrific. Solid red.
45:00
Speaker 2
Okay. What is the firmware version? Okay. What is the firmware version? Again, it's still. Solid red.
45:00
Speaker 1
And of course, what I've been doing is hitting the reset button now on the back of the unit. You want me to reset it? Yes, I'm doing it right now. Give me one second. Let me walk over there.
46:00
Speaker 2
[silence]. okay. it's still solid red. okay. [silence]. okay. did you have reset it, Sir? [silence]. okay. yes. can we do another reset on the child node? ummhmm. okay. press and hold it, Sir, for 20 seconds.
46:00
Speaker 1
Okay, so it's flashing red. Now it went out. I'm still holding it. It's completely out. So it's completely dark. You tell me when you want me to let go of the reset button. Okay. Yeah, it turned blue now. Yes, I have the computer right here. Okay, so I'm back at the computer, and I should hit okay with the troubleshooting and go out of it.
47:00
Speaker 2
Yes, let go the reset button. Okay, yes. Okay. Sir, while waiting for the node to be ready, on your computer right now, open a new tab. Yes. [silence]
47:00
Speaker 1
Okay. I'm going out of troubleshooting. Okay. Sure. So what am I doing? Go ahead. Okay. One second. Let me type that. [silence]
48:00
Speaker 2
okay and then just open a new tab once you open a new tab uh let's download the firmware just in any case we needed this to update the firmware of your uh just open a new tab and then access this website this website is support.links.com
48:00
Speaker 1
Uh, I'm getting there. Uh, it's trying to open up. I typed it wrong the first time. Okay. I, I, I typed Linus wrong. Hold on one second. S, E, E, E, P. P for support at Linus .edu.
49:00
Speaker 2
Okay, you're on the website. [silence] Okay. Again that's F-U-P-P-O-R-T.L-I-N-K-S-Y-S.com. I know that's support dot...
49:00
Speaker 1
support.linksys.com sorry I yeah I typed links wrong I I I should have it now okay I'm there I am X-42x4200 right yeah how I'm getting there one second yeah I had forgot what it was it's MS
50:00
Speaker 2
Yes, Linksys.com. again, that's L-I-N-K-S-Y-S. You want to open Lynsys support? Okay, under keywords or model number, tap the model number, MX4200, the model number of your child note. MX, right. You can double check that at the bottom of your double check that at the bottom of your child node. and then just press enter yonder on Linksys support and right below that is an option and keywords or model number right and then okay look for Linksys MX 4200 support
50:00
Speaker 1
Okay. I'm there. Okay. Got it. Okay. Let me make sure I don't... Oh, yep. No. It's just MX-4200.
52:00
Speaker 2
And then, kindly scroll down. Look for the downloads, documents, and user guides. And when you check the model number of your MX 4200, it doesn't show, like, version two at the end, right? There's no version two. Okay, so that will be automatically version one. So if you find there, um, the firmware and their download,
52:00
Speaker 1
Yeah, I see. And and download. Okay. Just hit the download, not the release, notes. Download. Right, I'm on the 1.0. Okay. It says open file. You want me to open it? Okay, it's down loaded. If you want me to go to my Wi-Fi, hold on. Yes, it it dev el loo.
53:00
Speaker 2
There are docs, uh, documents and user guides. Under firmware there are two versions. Please download version 1.0. Oops, no, it should be yes, download. That's under 1.0, right? Uh-huh. Uh-huh. Uh-huh. uh no sir, just download it. okay. And then on your Wi-Fi right now, on your computer, you click on your Wi-Fi and then click the Wi-Fi icon, and go to Wi-Fi, and check if you can see there another name something like Velo setup or Link setup.
53:00
Speaker 1
there's only one velocity, there's only one, OK, one second, OK, it wants the security key, yeah, I, OK, give me one second, I did that earlier, so I should have a picture of it here give me one second. I guess, I've to remember where I put it. I think it was in right, right. I I I'm saying I took a picture of it already. If I have to, I'll go back over there and take a picture again. But I have
54:00
Speaker 2
Okay. Kali cut all. One Velos set up alright. Okay. Click on that lane and then connect. Okay. The security key is the one that is underneath or at the bottom of your child node. You can take a picture of it sir. Okay. Including the including the recovery key.
54:00
Speaker 1
I should have one here, if you could give me one second. Uh, photos, okay. Let me just take another picture, because I don't want to keep you waiting. Okay. Camera. Let me do that again, because it's not very easy to read. [silence] Now, let me, okay, I did that. Now I gotta find one with my phone. Uh, okay. I got the phone back. Let me give me one second and I'll enter that password, okay. [silence] d99K E2C. Do I want my- do I want to allow your PC to be discovered by other PCs and devices on this network? Yes or no? If you said yes, it doesn't matter. Yeah, I don't think it- verifying network requirements checking network requirements. It's spinning around. [silence]
55:00
Speaker 2
and... click cancel in that circle. I... Yeah, doesn't matter. This will be there set up this for child node later.
57:00
Speaker 1
, um, uh, V-Lo setup, No internet secured. and it's it doesn't show that, but it looks like it's connected, yes. and it had it says and I have a button that says disconnect. Okay, so go back and do 192.168.1.1 again.
58:00
Speaker 2
Pete. mhm. This time we're accessing the um child node's um page, not the parent. okay.
58:00
Speaker 1
it's opening up. Oh, now it's, it, it went to a page that says download the Linksys app for setup. It just a picture of a phone and it says download the Linksys app for setup. I do have the Linksys app on my phone, but okay. One moment.
59:00
Speaker 2
I have the option connect to Linksys Smart Wi-Fi or just the picture of the phone. Okay. Okay. Uh, uh, no nature. just click on the picture of the phone.
59:00
Speaker 1
Okay, um, let me, uh, internet connection is down, access router and it wants the router password. Oh, that, that's what's on the bottom of the child over there. Okay. Okay, yes hold on one second, let me. D1 DB D1 DB which means. Kind of
60:00
Speaker 2
what's on the screen right now? I'm sorry? yes, type the router password, same thing use the one that's at the bottom of the child's mode yeah, I think you have a picture of it right?
60:00
Speaker 1
OK. Set incorrect password, I can try it again. OK, give me one. The one that I had earlier. OK, I got it says reset administr- password, so I don't - I need to go back I guess. Yeah, I went back though you're I went back to the previous page where it was asking for the password. So should I use the password that I had previously or am I using the one on the bottom of this thing?
61:00
Speaker 2
Okay. Can you create a password? You can actually use the same password with a parent note, sure. This is just the router password. Yes, you can use it. I listen. Um, it asked you to change the password, right? The one of the bottom of the child note. Okay.
61:00
Speaker 1
Okay, let me try that again. I'm sure I, oh, you want me to change it. Okay, I, I, okay, I didn't know that. Okay, give me one second and let me enter it again. D1D, because it didn't ask earlier, d1d, b999k, 99kG2. Same. Okay, it's just saying incorrect password. So are you sure it's not the password we did earlier? Yeah, I'm typing that in and it just says, incorrect password.
62:00
Speaker 2
And then once you enter that password, it will ask you to change it, okay? So if yes, that password that you just entered, it's the one that is at the bottom of the trial note, right?
62:00
Speaker 1
Yes, I can reset it. Hold on, let me – uh- okay, it wants my recovery key 32851 32851 uh- Okay, now it wants the admin password. Yeah, I don't- that's the one I never can- remember what it is cuz I don't use that password ever. Hold on one second, let me go back to my notes. Okay, here it is. [silence]
63:00
Speaker 2
Do you have the option to reset? [silence] Yes, just reset it. [silence] And then, when you reset it, sir, just use the same password. [silence] Yes, that's the time that you can create a new password. [silence] So you can create the same password that you have with parent node.
63:00
Speaker 1
Okay, I re I reset it. I'm waiting and I'm so I'm on the Linksys page again. It says no Internet connection. Sure. Okay. I waiting for the response. The firmware is 1.013.210200. 210200. 1.0.
64:00
Speaker 2
Okay, that's okay. Can you click on troubleshooting? And then report? What's the firmware?
64:00
Speaker 1
.13.2.10.2.0.0.0. Closing that, I'm going to connectivity. Okay. Okay, it says their check for update details and no, what happened is when I do that, it says LINKS this current version model, this says
65:00
Speaker 2
Make a call, clear, so can I close, uh, I, close troubleshooting. And then Andy click on connectivity. and then and on the right side, you have the firmware update. Look for manual. And then you choose file right below this, sir. Right below that there's an option manual. OK. kalee firm.
65:00
Speaker 1
Mx, 4 1000 series. Okay. But there is no manual or anything, but it's says automatic with the check, it says automatic with the check, with the check, should I take the check? Right. Okay. it says automatic and you can, you can undo that and that might be manual, but it can't. Okay. I'm looking, look for what now? Oh, you're like, you're like. I, uh, um, um, where am I looking for that? I mean, on the right. Okay. C, C, C, A. Yeah, I got it. Okay, I did that CA.
66:00
Speaker 2
Okay. About this. Hold on. Can you click on? Click first. No, no, no, sir. Not yet. Click on cancel first. Scroll down and look for CA. CA see for Charlie, A for Apple You scroll down and look for end user license agreement privacy statement on that line there there's an option CA. Yes. Click on CA.
66:00
Speaker 1
Okay. I, I, Yes, it's it says choose file. Right, I'll go to my downloads. Uh, okay, I got it. You want me to download it? [silence]
67:00
Speaker 2
and then it will refresh the page just click on connectivity and then check if you have the option for manual yes chose file and then look for the file that we downloaded yes just click on it once you select the file just click okay or open and then click on start
67:00
Speaker 1
Yes it is installing firmware. [silence] Your your your router your router it says. Is reblocking it says. Okay. So I may lose my internet connection. I'm on I'm on the house phone. Uh. In other words, if if if it knocks the would knock the internet off, if it does, I'm going to lose. You.
68:00
Speaker 2
Okay. Is it upgrading now? Okay. Let's just wait. Okay, let's just wait. Hello, sir. [silence]
68:00
Speaker 1
Okay. Okay. [silence] Okay. Okay. firmware updates complete. [silence] [silence] Oh, there it is. Details. Um, they're all yeah, they're all showing the same one now. 1.0.13.2. I'm sorry. 3-16-8 six, is it 6-803? Or it's pretty small. Let me make it bigger. Hold on.
69:00
Speaker 2
Sir, this will not affect the parent node. We are upgrading the child node right now, okay? We are connected to the child node. Yeah, the parent node is not involved here, okay? Okay. Under details, try now, under what is the firmware version under automatic update or details?
69:00
Speaker 1
I got it. 1.10.13.216.903 for what? One point zero point one three point two one six nine zero three. Correct. Okay. I think I had that still open as a different tab. I think I'm there. The one we did, the first one we did, one nine two dot one six eight dot one dot one. It says, dynamic home. Uh, it says, CA support. Or is that? Should I just type in one nine two dot one six. Should I just type in one nine two. 168.1.1 again?
70:00
Speaker 2
How about this? Just cancel and... Okay, it's on the latest version now. So kindly click on apply and then click okay. The light right now on the child node is still purple, right? Okay. On your laptop, sir, kindly reconnect back to your main wireless network. I don't know. Not yet, sir. You have to connect first. Uh, not yet. Make sure. If...
70:00
Speaker 1
Okay, how do, how do, how do I do that? Do, first of all, does the Wi-Fi need to be changed or am I still the set in the settings? What, just leave everything alone? Right. You want me to open that? Okay, yes, I'm collect. I'm connected to my house, uh, I'm connected to. Oh, it it just switched to the, uh, CA4, but it says no internet. Do I want to leave it there or connect to my regular house connection?
71:00
Speaker 2
whereas that that the wireless. connection should be connected to the main net, not to the child nodes. okay. um yes on the Wi-Fi. on the Wi-Fi. again on your computer on the lower right-hand side corner, you can see the Wi-Fi icons and go back to Wi-Fi. Yes and then once you go on Wi-Fi. Okay. Um, can I can say that.
71:00
Speaker 1
Right. My Wi-Fi. You're talking about my, my Wi-Fi on my laptop Yes, I'm there. I have it open. No, it's not connected but I have the connect button. That's what I'm asking. Should I connect back to my regular home network? Okay Okay. now I'm connected. Like I only I always am. Okay. Sure. just going to type it in again. I'm not going to try to go back. 192.168.1.1.
72:00
Speaker 2
[silence] D you click on the wireless icon on the lower right hand side corner, the one that's right next to time and date, the Wi-Fi icon, sir, on your computer, not on the Links page. Yes. And is it connect? Yes, and it shows now connected to your home network. Yes, yes, please. Okay. Can we go back to the 192.168.1.1, the IP of your web server? [silence] It should be on it.
72:00
Speaker 1
It's opening up. It's spinning around. Okay, I'm there now. And where do you want me to go? Sure. Uh I'm. Are you talking about the CA down into the bottom right? Okay, I'm on the connection connection. connection. I'm on the page right now. It says basic internet setting.
73:00
Speaker 2
And then router setup again. And now, sir, connectivity on the app
73:00
Speaker 1
Settings, local network, advanced routing, administration. It has that checking for updates, firmware update. No, I can close this connectivity page out and see if it's on the left-hand side or something. Okay. I just closed that. Now, now I have, now I'm onto the whole smart Wi-Fi tools. And it, you know, it's, it's connectivity, troubleshooting, Wi-Fi settings, where, where am I going here? Okay, connectivity. Okay, that's where I was a second ago. So now I'm at firmware update. Automatic, details, night mode, and that, that, yeah, that's the, that's my settings for firmware on this router. [silence]
74:00
Speaker 2
How about, um, do you have their router setup or router CA setup? Um, connectivity, sorry, connectivity. Okay.
74:00
Speaker 1
at the top I can choose a go ahead. no there is no router. I have basic internet settings, network, local network, advanced routing and administration. And right now it's on basic. OK I'm closing all my browsers OK. OK I'm doing that. and now you want me to type in the 192. 168. what? OK.
75:00
Speaker 2
and there is the um look for router setup on the top like you have your basic okay can you close um so let's try to access it again can you close all the page right now so that we'll go back to scratch close all the page then um Yes. And then open a new page open new browser Yes. [silence]
75:00
Speaker 1
I'm waiting for it to open. It didn't open. Let me try it again. okay. It is now at once. Uh it's Access V-lop router password. I guess that's what we changed.
76:00
Speaker 2
again make sure your laptop is connected to the main network right yeah type the route of password
76:00
Speaker 1
Oh, shoot. Okay, I'm there. I don't see anything like that on the left-hand side. It's smart wifi tools. I'm all the way down and I my choices are device list, guest access, parental controls, priority.
77:00
Speaker 2
Okay. And then, kindly scroll down again, check if you have an option there for CA. Do you have option CA? You scroll down first the page first. Okay. You scroll down.
77:00
Speaker 1
Ardi, speed check, external storage router settings are connectivity, troubleshooting, Wi-Fi settings or security. and on the right, it says on the right. It says, okay, I'm all the way down at the bottom. And at the bottom, it says end user user license agreement, privacy statement, third party license and the privacy policy. No, you had me go to another page last time and it was there. You had me oh, so I'm connectvity. Okay.
78:00
Speaker 2
You have to scroll down the page, sir. No, no, no. You've scrolled down the page. Sorry. You've scrolled down the page. Okay. There's no option for CA. That's okay. Okay, let's scroll up again. And then, yes, okay. Because that's the page of the child note, sir. Can you click on connectivity again? Click on connectivity. And then again, right below connectivity, you have their different tabs. [silence]
78:00
Speaker 1
Monster support router setup. Yes, I'm there. And now it's, I had wireless setup now. Okay. Do I still have the one, I'm sorry. The internet cable, the ethernet cable. But I don't have any ethernet on my laptop, though. I have it in the other room. I can go get it. You want me to go get it? Yeah. Okay, and where are we going to be connecting it to?
79:00
Speaker 2
Okay. yes, Sir. yes. yes, we don't need to connect that to your laptop, Sir. but do you still have that cable? okay. Yes, sir. all right. I'll tell you when you have to connect that cable. okay.
79:00
Speaker 1
OK. let me go get it. Are we connecting from the master node to the shop node? OK. I'm, I'm getting it. I'm getting it. I had to go, I had to go to the garage. I don't, I don't use ethernet cables anymore. [silence] OK. I have it. I'm on my way back. So if you tell me now where to connect it, I'll connect it. OK. the parent node, you want me to connect it to any of the open jacks? [silence]
80:00
Speaker 2
Speaker 1 ``` you sir but I'll tell you when to connect those cables kids. other end, connect that to daemon on. Yeah. ```
80:00
Speaker 1
And on this one I connect it to the internet. Correct? Okay. I got it. I only got it connected to the to the router to the pairing jack. Okay. On the computer, I'm clicking add wired child node. Okay. I did that. Do I do I hit apply? Okay. Right. I hit yellow. Yes. Okay. [silence] uh let's see. Enter.
81:00
Speaker 2
Not yet, sir. Okay. The other end, leave it... parent node. Okay. So, you need to click first on add wired child node. Click on that first. Yes. Yes, sir, yes. After you click that, then, connect the other end, the other end of the cable to the child node. Connect it to the internal port. Thank you.
81:00
Speaker 1
This one's not yellow on this. Okay. Give me one second. Okay. It's connected. On the child node. No, nothing, it's it's not blinking. No, So, it's still purple. And I, but I never did hit apply on the other thing, but on the computer, but
82:00
Speaker 2
check if the light is blinking. Yes. The light is still purple. On the computer right now is, add wired child node is grayed out.
82:00
Speaker 1
it is great, it is great out and down at the bottom, it says okay, cancel or apply, but I didn't hit any of those. You told me not to. on the child node, I have it to the internet port and on the other node, you said any of the open places. I'll try it. I can plug it to a different one too. I don't think it should matter. Okay. it's definitely in the internet. I'm looking at it, you know, I just picked it up and looked at it, but it's not flashing. It's just the same purple.
83:00
Speaker 2
you plug in the cable to the internet port of the child node, and I, right? Really, yes.
83:00
Speaker 1
But you're saying I don't need to hit a play. It's not that I haven't hit the apply, that doesn't matter. Okay. Solid purple. It is, um, it was, I mean when I, when I added the cable, it was changing the light to blue. So I know the cable was working, but I can grab another cable here, I have other ones. Um, cuz she, she said it was, she said it was changing, you know, it was going, it was when we did it earlier, it was making it go to a blue.
84:00
Speaker 2
Okay, yes, sir. The child now still not blinking the light. Is it still solid purple? Sir, is this the cable that you use earlier? Uh-
84:00
Speaker 1
Light, but she said that's not going to matter because it doesn't have a, it's not going to be broadcasting. But I have another cable. I'll go, I'll go hook up the other cable. I got it right here in my hand. But she thought the cable was working fine. Uh, hold on. We'll try this other one. Okay, give me one second to undo these. I mean it it definitely, it says Internet and it has a yellow line on that on the child one. It's clicking and locking in place. And now I'm taking the other one out of the parent node. The, the one I'm using is the main node. And I'm plugging it. [silence] Okay, look, it's plugged in now. And still, it's just solid purple. Do what now? Oh, click apply. Okay, so I'm going back to the computer. The wired node is grayed out, and I'm clicking apply. the add, yes, it's grayed out, and the other two, done adding and add wireless are still highlighted, but the other one is grayed.
85:00
Speaker 2
Okay, can we try it again, so you can just click on apply. When you click on apply, is the add wire child node grayed out?
86:00
Speaker 1
No, it's not done anything. You know, it did earlier when we did add wireless, but it's not doing anything now. It is still purple. Solid purple. Sure. I am. Okay. I did. And it's grayed out again. [silence]
87:00
Speaker 2
Right now the child note's not blinking, it's not responding. Is it still purple? So click click on done adding uh done adding child nodes. Then click click again on add wired.
87:00
Speaker 1
but it's still solid purple. [silence] still solid purple, nothing's happening. Yes, it is. Disconnect the cable to both of them or? Okay. Okay, and that's in the yellow internet box. There, there, yeah, there's one that says internet and three.
88:00
Speaker 2
KK it's still solid that can't lead disconnect the cables are just it on the child phone. and yeah. [silence]
89:00
Speaker 1
It says ethernet and it's in the internet. I took it out. Okay, it it, okay. Okay, so I have it out right now. I'm back at my computer. Okay, and hit apply or just? Okay. Okay, add wireless. Not this time. It's not. Oh yes it is. It just started.
90:00
Speaker 2
Yes. Yes. then let's go back to your computer. Mm-hmm. Then click again on don adding child node. No, no. (they) can you click on um add wireless. So let's try that option again. [silence] Is the light on the parent node is blinking? How about the child node? [silence]
90:00
Speaker 1
I'm sorry, that's what's blinking. The... I didn't know what... I thought that's what you... Two. It was blinking and now it's stopped, but it probably will start again. It blinked a few it blinked a few times, and then it stopped. It's stopped blinking and it's just a solid purple again. [silence]
91:00
Speaker 2
on the child node is it blinking purple silence
91:00
Speaker 1
and it's solid purple. and the ad wireless is, is, grayed out. I, I, I can't see the parent. I, I have the child node sideways. Let me go to the parent note. The parent note is solid blue. And I have the cat, you know, I have the cable in it still. and their knit, cable. The child node is solid purple. The parent. parent. node is solid blue.
92:00
Speaker 2
okay that's okay if um how about the parent note is it blinking right now or not okay okay okay okay can I click again sir
92:00
Speaker 1
Sure. Unplug my child node. Okay. Okay. You want me to wait 30 seconds or 15 seconds? Okay. Okay. I'll go ahead and plug it back in. Okay. I'll go ahead and plug it back in. [silence] Okay. I'll go ahead and plug it back in. [silence] Okay, it's blue right now, but it will go to red. I'm sure. It started flashing blue. so it's still flashing blue. Okay, now it's now it's the solid purple again. Yeah, usually I have to reset it. So I wasn't expecting that, but it is solid purple. Yeah, that's the first time it that usually it goes red. Okay. On the Lynksys page on the computer, I'm I'm still at the connectivity page. You want me to go somewhere else? Okay, sure. Okay, I'm waiting now. [silence]
93:00
Speaker 2
it's solid purple okay on that link states um page again so on your computer okay mmm yes um no okay click again on add wireless child node
95:00
Speaker 1
Okay, it's starting to flash. Okay, it stopped again. It's still purple but solid purple. It blinked about two or three or four times. [silence]
96:00
Speaker 2
Okay? So it just blinks and then it goes back to purple, right?
96:00
Speaker 1
[DOWNWEIGHT] back on purple. Oh, definitely not blue. It's the par it's the it's the setup light. Cause I I've you know, I've set up a this was the second one I was setting up today. And the first one set up without any problem. And this one, I've had trouble with. I don't know why. But you know, so I know the colors and this this is the where it's ready to be activated. It's solid purple. [silence]
97:00
Speaker 2
It's more on like a purple, not blue, right? Okay. Uh-huh. Uh-huh.
97:00
Speaker 1
[silence]. Originally, we couldn't get it to get to make a setup mode because I couldn't get the reset button to work. So I thought surely once I got that to happen, it would work okay. But you know, I can't, I don't understand what's going on. But the other one I, I set up another 4,200 and I, it took me 20 minutes or 15 minutes and it was set up. For this one, it's just not wanting to set. [silence]. Yeah. [silence]. Sure. [silence]. Add wireless child node.
98:00
Speaker 2
really like take time to be set up? Does it want to be added? Okay. I'll read the Linksys space right now. Sorry on your laptop. Can you click on done adding child node again? No, no. Did you click on done adding?
98:00
Speaker 1
Oh, I'm sorry. Done adding? Okay. Sure. Okay, so it's purple, but you want me to reset it anyway. Okay, I'm gonna hold it down. Okay, it turned red. It's flashing red. I'm holding it and the light just went out, so it should be done, but you want me to keep holding it? Release it? Okay. I'll.
99:00
Speaker 2
yes, and then after this sir, can we um do another reset on the child node? um, yes please release now the reset button yes
99:00
Speaker 1
I'll release it and it's blue. I'm using the Wi-Fi. The what? Uh I'm calling on a on an internet phone. I mean it's a magic Jack so I mean I can I can I I have my I didn't call on my cell phone because I thought you might want me to go on to the app but I can you can call me are you allowed to call me back? I can give you my I can give you a cell phone number to call me. I can give you my wife's uh this one Raghin Vromu. Right. So you want a likely.
100:00
Speaker 2
Sir, your phone is you're using the Wi-Fi calling. um, another, another Wi-Fi calling. Like you see, Wi-Fi to but also, um, connect this. Okay, just in, um, just in case, you need to unplug the router, the, the parent node.
100:00
Speaker 1
Am I going to need my phone app? mhm. I can give you my wife's phone if if you think I might need my phone app, but if you think I don't need it, then it then I. Should I get? Okay. So so what am I doing? Are you what are you wanting me to do? It is it is. Okay, the wireless one. Okay, I did it. It's solid purple and we'll wait for it to flash. it's flashing one, two,
101:00
Speaker 2
Okay, so we'll check that out, okay. Okay, can you then check so the lights are solid purple now? Okay. Let's try again the add wireless child node. Yes.
101:00
Speaker 1
three four times five times okay now it's flashing a bunch but it's flashing I think it's red yeah this time it kept flashing it's flashing red yeah hopefully it will go blue okay goodbye still blinking red. [silence] and still red. No, it's blinking. [silence] Okay, what's now it turned blue. But it did this a few times and then a minute later, it turned.
102:00
Speaker 2
Is it still blinking? You can try pressing it once you notice. Does the light picture in your presence? Be able to fill it out to be. It's still blinking or is it solid? Then we can do so. It's good.
103:00
Speaker 1
red again and it never added. Right now it's still. Oh, there it goes. It went to red. Solid red. Yes, it is, unfortunately. Doesn't make much sense, does it? And it will stay this way because I've done this several times and it's exactly what it's done before. [silence]
104:00
Speaker 2
Let's just wait. [silence] [silence] Is it solid green now? [silence] [silence] OK.
104:00
Speaker 1
Sure. You can, you can do that. That's where the app is in case you want the app. Do you, you want me to give you my wife's phone number or do you, would you rather me just, just leave it? Only if you need the app. So if you need, let me grab my wife's phone and her number is 4 x 003. 4232. Go ahead. You got it. Okay, and you want me to unplug and plug, wait 30 seconds and plug them both back in.
105:00
Speaker 2
But um since we will be disconnected. Can I call you back on the um your mobile number? Uh huh. Uh yeah it's okay. Which one is okay with you? Is this your wife phone number? Okay. Okay. 424625903. Okay. I don't know. Hold on um you can edit on it.
105:00
Speaker 1
Correct. Okay, I'm gonna do that right now. Sure. Okay, I did that. Okay. Right? [silence]
106:00
Speaker 2
have to like. Right now it's still solid red, correct? Okay. You turn off the child node first, okay? Or count and then can you click first on done adding child node on the computer before we turn off the child node. Okay. After you click on done adding child node, finally then turn off the the child node. [silence] Did you turn off the child node? Hello sir. Hello. Hello sir. Hello sir.
106:00