V2 Rubric Detail — ba2b056e-758e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 20:52
Duration
95m 34s
Contact
Mike
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135524
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 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
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall17.6% (-6.4)

V2 Grader Summary

The agent failed to resolve the issue due to critical technical inaccuracies (wrong URL, non-existent port guidance, incorrect pairing method) and poor call control. Despite troubleshooting attempts, the child node was never successfully added, no escalation was executed, and the customer was left without resolution or clear next steps.

V1 Case Analysis

Customer unable to add WHW01P child node to MR-8300 router. Agent failed to identify incompatibility, provided incorrect URLs (support.lenses.com, support.linxus.com), and gave erroneous firmware update guidance. Call ended without resolution.

Troubleshooting Steps
  • Collected router and node model/serial information
  • Performed factory reset of the child node (20‑second reset)
  • Checked LED status and confirmed setup mode
  • Guided customer to router web UI and attempted to add node via dashboard
  • Attempted manual firmware update on WHW01P using incorrect URL and version
  • Repeated pairing attempts using both web UI and Linksys app
Key Observations
  • Agent failed to identify that WHW01P (Velop v1) and MR-8300 (Velop v2) are incompatible per KB documentation (velop_mesh_compatibility.md).
  • Repeatedly provided incorrect support URLs (support.lenses.com, support.linxus.com) instead of support.linksys.com.
  • Incorrectly advised a firmware update on the WHW01P, claiming it was not up to date when it was.
  • Call ended abruptly with no closure or next steps, suggesting abandonment.
  • Long periods of silence and inefficient troubleshooting with repeated resets.
Positive Highlights
  • Collected the customer's name, email, router model, and node serial number [04:00–05:00].
  • Correctly performed a factory reset of the child node and verified LED status [10:00–13:00].
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Provided wrong support website URLs multiple times (e.g., support.lenses.com, support.linxus.com) [51:00, 53:00].
  • Failed to recognize incompatibility between WHW01P and MR-8300 per KB (velop_mesh_compatibility.md).
  • Incorrectly claimed the WHW01P firmware was not up to date and advised a manual update [48:00–65:00].
  • Gave confusing instructions about accessing the child node's web interface and locating the default SSID [34:00–40:00].
  • Did not provide a clear next step or closure plan before the call ended [94:00].
  • Suggested using the Linksys app for setup despite its limited capabilities (adjacent_smart_home_iot.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The child node remained blinking red and was never added as a child node; the issue was not resolved by the end of the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset, firmware update attempts, and web interface steps, but troubleshooting was disorganized and skipped key diagnostics like parent router status and proper pairing method.
R3 Partially Met Correct resolution path conf 85%
Agent continued best-effort troubleshooting on an out-of-warranty refurbished node instead of offering RMA or clearly explaining limitations, but did not follow optimal path for a potentially defective WHW01P.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified blinking red LED and asked for model/serial, but omitted key diagnostic questions about parent router internet status, WAN/LAN health, and node compatibility.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used incorrect URL (myrouter.loco), failed to use proper 5-press pairing method for WHW01P, and relied on non-existent Ethernet port guidance; tool use was inappropriate and incomplete.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect technical guidance: wrong URL, claimed Ethernet port exists on WHW01P (it does not), and misdirected firmware update using non-KB terms like 'CA' and 'connectivity tab'.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lost call control with repeated unclear instructions, long silences, and disorganized flow (e.g., repeatedly saying 'let’s go back to your laptop').
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon ('CA', 'connectivity tab') without explanation or confirming customer understanding, leading to confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on call and attempted multiple fixes, consulted L2 internally, but did not take decisive ownership to resolve or arrange clear handoff/escalation.
O2 Not Met Proactive follow-through conf 85%
No concrete next steps or realistic timeline set; agent only said 'last resort' without specifying follow-up or deadline if unsuccessful.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact for this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Issue remained unresolved with signs of potential hardware defect, yet no formal escalation was initiated despite internal L2 consultation.
E2 Not Met Escalation prep & handoff conf 85%
Customer was never informed of an escalation path, team, or timeline; internal L2 discussion did not constitute formal escalation execution.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered little empathy; no acknowledgment of customer’s frustration or repeated efforts with previous node.
X2 Not Met Tone & rapport conf 90%
Agent maintained rigid, technical tone despite customer confusion, failing to adapt language, pace, or style to customer’s level.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number, model information, and perform unnecessary steps (e.g., searching for non-existent Ethernet port), increasing effort avoidably.
Call Transcript122 turns · 137 lines
Speaker 1
yes I just bought a Linksys child node and it's not working I can't get it to connect
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.um. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products paid support may be available depending on your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product paid support option may be available depending on the issue. [silence] I thank you for calling linksys technical support. My name is Deylon. How can I help you today? Okay. You just bought a Linksys wireless cable modem.
00:00
Speaker 1
yes. [silence]
01:00
Speaker 2
child node. G31P. Do you mind providing me the model and the serial number of the router that you just bought? 01P. Alright, how about the serial number sir? Alright, let me just repeat that one. It's 29A1060B805398. Alright sir, so just to confirm with you.
01:00
Speaker 1
Amazon. Sure. Yeah, it's 2, 9, a alpha. 1 0 6 0 B for boy.
02:00
Speaker 2
Amazon okay uh, I can't seem to find any data of uh the serial number you've provided me sir. Can you check and uh ensure that you got it right? Or how about this? Uh let me repeat the serial number and you double check it. So, it's two nine A for alpha one zero six zero B for Bravo, eight zero five, three nine eight. [silence]
02:00
Speaker 1
uh 805 398. yeah. I I purchased it just two days ago. I just received it today. It's it's uh refurbished, but it says it comes with a 90-day warranty.
03:00
Speaker 2
I, I see. all right, I've tried to check using a different tool, and I was able to find the same serial number here, and it was first connected, or used way back 2020. May I confirm when did you exactly purchase this device? Oh, it's a refurbish, I see. All right. Um, okay, uh, let me check what I can do to help you out with this, uh, matter, uh, but before that, let me just create a record of you. So, do you mind providing me your.
03:00
Speaker 1
Yep, it's Michael DeCaprio, D-E-C-A-P-R-I-O. Yeah. It's mike DeCaprio at comcast.net. Yes. Yes.
04:00
Speaker 2
All right. So that's Mike, uh Di -Caprio. How about your , um email address, or Michael? All right .So for Mike, it's M-I-K-E. Right ? Ok, so that's Mike DiCoprio@comcast.net All right. Thank you, sir. For that one. Oh. All right, sir, um, was able to pull up a record of you here. And , uh , it shows that you have
04:00
Speaker 1
Hold on. Let me check. It's MR-8300. MR-8300.
05:00
Speaker 2
Of this a model as your Linksys router. I mean your your main one. What's the model of your main router sir? All right. So it's an MR. Sorry, What what what was that again? MR 8 300. Okay, Let me check this one here. Just a
05:00
Speaker 1
Yeah. Yeah. The MR-8400 is not the child node. That's the main [silence]
06:00
Speaker 2
the moment ok so just to set your expectations sir this linksys model that you have right now is actually already part of our end of life devices which means we no longer manufacture this one and update its firmware so technically it's more advanced than the MR 8,300 that you have right now so we don't really recommend it as a child node but we can try adding it as a child mode so it may it may work
06:00
Speaker 1
node, right, yeah, and I've, I've had child, I've had child nodes connected to it, but the one I had, it worked for years and then it stopped working, so that's why I bought this refurbished one, it says it comes with a nine, 98 warranty. So, and it, it was, it looked like it was connected and then it, and then it just stopped connecting. I just, I just got it in ship to me today. I just took it out of the box,
07:00
Speaker 2
Yeah, yeah, that's the main one. Understand that one. and Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. All right, sir, no problem. We will grant your claim, but in the event that this would wouldn't work and we found out that the device is defective, we may need the proof of purchase of the device. Okay. But anyway, let's proceed with the troubleshooting. Uh before that, may I confirm uh where or what is the status of your device? Of the the.
07:00
Speaker 1
Let me just plug it. Let me, uh, I just plugged it and I unplugged it to get the warranty, to get the, uh, serial number off it. So it was, it was showing purple, but then, you know, um, so let's see what happens. Yeah, we're all in the same room and it's all in the same room here. Maybe eight feet, 10 feet max. Yep, hold on.
08:00
Speaker 2
.
08:00
Speaker 1
Okay. It's about a foot to 2 feet away right now. It's powering up. Okay. [silence]
09:00
Speaker 2
Alright, so let's give it some time at least two minutes and let's see what light indicator will it gives us.
09:00
Speaker 1
it's blinking red. Yeah. Okay. [silence]
10:00
Speaker 2
Alright no worries sir. Okay, so here's what we're going to do now. Let's press the reset button. So, we're going to reset it back to its default settings. So all you need to do is press and hold the reset button for at least 20 seconds. Constable, after you reset it. May I confirm if you have a
10:00
Speaker 1
Yeah. Yeah. My laptop's connected via Ethernet. It's in a different room, though, and I'm also got devices connected to Wi-Fi here, including my phone. Okay. It's- I reset it. It's powering back up. Okay. Right. Right. I did have that, and I set it up, and then- um- and then I couldn't find it in my app. I- it was only showing one router. Either Node. So, I-
11:00
Speaker 2
a device or a computer or a laptop you can hook up directly to the main router the MRA 300. okay. okay. okay. That's good. Okay. All right. So let's give it two minutes. so it should give us a purple or a pinkish red light indicator which means it's in setup mode. all right. okay.
11:00
Speaker 1
Okay, it's a. It's purple. Yeah, it's purple. Okay, now what's next? Okay, hold on. It's in the next room, but let me go. Get that along. [silence]
13:00
Speaker 2
That's purple, okay, that's good to hear. Mm-hmm. All right, so let's use your laptop. Okay.
13:00
Speaker 1
okay I'm I'm on my on my laptop yep okay
14:00
Speaker 2
Alright. So, in your laptop, sir, let's open a browser. Alright. And then on the address bar, not on the search bar, but on the address bar, you type in... HTTP://<start_of_audio> [silence]
14:00
Speaker 1
Yep. Yep. Yeah, I need to yeah, I'm in the I'm in the sign-in page. I need to sign the sign-in page. Yeah, I need to enter my password. yet no, no, no, I'm typing in my password now. Yeah, yeah, I've got. I
15:00
Speaker 2
MyRouter.Loco, okay can you me can you make sure that you have typed in the exact one I've mentioned? All right, so it's HTTP colon double forward slash myrouter.local. I'm sorry. What's showing? Okay. And it asks Mhm. Did it ask you for the router password? Okay. Did you have, I mean, is it your first time logging into the web interface? Okay. So you know your password? Okay, that's good.
15:00
Speaker 1
Come on, saying it's valid. Hold on. Okay, okay, okay. Yep, yep. Um, Okay, there it is. Yep. Okay, I'm logged in. Yep, yep.
16:00
Speaker 2
All right. OK, that's good. So, you're looking at the dashboard right now, the link to the smart Wi Fi dashboard, right? All right. And when you scroll down, you can see their hyper linked words like end user license agreement, terms of service, privacy policy, and so on. Let's check out the home button. Hmm, that's something interesting. it feels, it doesn't matter what tab you are on, once you click it, it will take you to this main page again. Hmm. Let's see if I click on the and user license agreement, it takes you to this page. [silence] Let's scroll down to the top under users. That feels really weird. We're not even doing anything there. Okay, scaffolding statement. under those white boxes. Okay, can you see their CA? All right, you click on CA. All right, once you click the CA, let's go to connectivity. All right, can you see there... under connectivity, there are different tabs, right? Like basic Internet settings, local network, advanced. Okay. Can you see their Velop setup or router setup? All right, you click on that. And then uh... you can see there add wireless child node. All right, let's click on add wireless child node.
16:00
Speaker 1
Okay. What should happen after I click add wireless child nodes? Okay. Okay. Okay. What what should I be looking for anything or?
18:00
Speaker 2
All right. So, it will look for the child node that we're trying to add. It's like the Linksys app, but this one is more of an assurance that it will detect your child node. alright. So, let's just wait for the the parent to communicate with the child node. All right. No, let's just wait for at least 2 minutes.
18:00
Speaker 1
Okay. Okay. Oh, should I see anything in the dashboard here or or just on the Node itself okay yeah it's currently now blinking red. Oh okay okay okay.
19:00
Speaker 2
2 to 3 minutes. Yeah. Uh, no. Uh, you'll notice if, you know, you'll notice the child node will start blinking if it's now communicating with the the parent node. Okay. That's a normal light pattern, sir. So, let's give it some time. Where we're having progress. Okay. [silence] Any progress or? Still blinking red. Okay. All right, so let's let's give it more time, sir. Mm-hmm. Is it still blinking? All right. It seems like it's not adding as a child node. So what we can do now, sir, is we're going to click on the done adding child node on the web interface.
19:00
Speaker 1
Okay. okay. are. Yeah. Okay, let's reset. [silence]
24:00
Speaker 2
And we're going to proceed in resetting your router again or your your child no I mean. All right, so press and hold the reset button for 20 seconds. Then we'll try to yeah, your your child note. [silence] All right. So let's wait again for
24:00
Speaker 1
All right. I have, yes. It appeared to work one time, and then it, you know, I couldn't see it as a child node in on the app.
25:00
Speaker 2
at least two minutes and so that gives us a purple light. [silence] I believe you've already tried adding the child node using the Lynn's this app right? Okay. Okay. Okay. All right. So, I may know if you have a [silence]
25:00
Speaker 1
Uh, yeah, I might. Hold on. Uh, yeah, what will we need it for? There's no Ethernet port on this node, on the Ethernet, on the child node. I don't see one. I'd have to look at the other side, but there's nothing on the sides. Just the reset button. Uh, I don't see anything on the back.
26:00
Speaker 2
a spare Ethernet cable we can use. All right. Uh, we can try adding the child node as a wired child node. Um, we're going you to like, try to isolate it to see if it would be able to pick up internet coming from your router. I believe there's additional port underneath it. Okay. Screaming. Okay. [silence]
26:00
Speaker 1
but there's nothing on the sides. There's no ports. It's it's it's glowing purple again. Yep. Yeah.
27:00
Speaker 2
Mm-hmm. wait. wait. Okay. Oh, okay. I see. Yeah. It's, uh... It's a... It's growing purple again. Okay. Okay. just give me like at least uh, two to three minutes, okay? this um, I think... Yeah. What you have here is a velop plug in. it's not the the typical WH-01, which is like a node. So it's a different one. Alright, so give me at least 3 minutes, sir. Let me just check my, um, resources here, and, uh, I'll get back to you, okay? Alright, give me at least three minutes. [silence] Hello, sir Mike. Thank you so much for patiently waiting on the line. Sorry it took me a while because I also did try to discuss with our level two tech regarding this. And um well, um what we're going to do now is we're going to try to access the web interface directly connecting to the WHW01P to check if you know the Wi-Fi is broadcasting and if if the firmware is updated or up-to-date. Okay, so uh let's use your laptop again. Um on your laptop, let's uh let's look for the the default SSID that is indicated on the
27:00
Speaker 1
All right, hold on a second. Okay, so we're on the dashboard. Do I go? Yeah. Yeah. Where do I go to check that? The laptop's connected via ethernet, but. So where do you want me to go? I'm not sure I'm following. How do I do that?
35:00
Speaker 2
All right. No, sir. On your lab's top, I mean, laptops. uh, Wi-Fi, you look for the default Wi-Fi name of the Vellob plugin, a VHS W1. You check your VHS O1 first and check what's the default Wi-Fi name. You go to your VHS W, uh, W 01 key device. Like, physically check. You go to the device.
35:00
Speaker 1
OK. OK. I thought you said to go to my laptop. OK. OK. And what do I check that? I'm not sure I follow. Where do I check the uh default Wi-Fi? I thought I was at my laptop. I'm confused. I thought you want me to go back to the no child node. Yeah.
36:00
Speaker 2
No, sir. You go to, yeah, you go to the Channel that we're trying to add. Check underneath it, and you look for the Wi-Fi name.
36:00
Speaker 1
Oh, you mean slide op set ups that that. Is that what you're looking for? All right, hold on. I have. No, but I need to go don't I need to go to I have to go to the node and look up what it says on the back, right? I think it's I look up set up something. But hold on. I have to go unplug it till see that that what and it's in a different room. So Um, Um, It's still glowing purple, but I'm going to unplug it. It is underscore velo set up 42 E.
37:00
Speaker 2
Yeah. Yeah, develop setup. So, let's go back to your laptop. Mm-hmm. Yes, yes. Okay. Yeah. Okay.
37:00
Speaker 1
42E. Let me write that down. 42E. Okay. Now, one thing I want to mention, I had one of these nodes, same exact model, child nodes connected to this router before, but it stopped working. So that's why I bought this one. So, um, could it be that the other node is still in the, in the dash? You know, somehow it's still there and it's,
38:00
Speaker 2
let's underscores and capital B. Okay, after you get the Wi- Fi name sir you plug it back in and wait for it to go to go back to purple light Hmm Mm- hmm Mm- mm [silence]
38:00
Speaker 1
It's not connecting because the previous child node is still kind of there. No.
39:00
Speaker 2
No sir, because technically you can add multiple child nodes.
39:00
Speaker 1
Okay, it's glowing purple. Okay, what. Oh, I see. I see what you're saying. Yeah, yeah. Okay. I'll have to turn Wi-Fi on. I have Wi-Fi turned off right now 'cause I'm on the internet, but I'll turn the Wi-Fi on and I'll see if it works. All right. All right. Yeah, I see it. It is there. Okay, you want me to just select it then?
40:00
Speaker 2
Alright, so let's go back to your laptop. And on your laptop, you look for that, uh, Wi-Fi name on your available network. Yeah. Uh-huh. All right, let's try to connect it, sir, on that, uh, specific Wi-Fi.
40:00
Speaker 1
Do you want me to select it from the Wi-Fi network and just click on it? yeah it's asking for a network security key. gonna have to go and plug it again. Right the password so I'm not going to have to go disk it plug it get the hold on. Should I thought of that? [silence]
41:00
Speaker 2
Yes, you click on it and then connect to it. Uh, have you? Oh, okay, yeah. Yes. All right.
41:00
Speaker 1
need a magnifying glass here it sure is um all right q zero d can't All right, it's powering up. Silence.
42:00
Speaker 2
All right. What's good? Now, let's go back to your computer and try to connect to the Wi-Fi of that specific device.
44:00
Speaker 1
Okay. Hold on just a sec. Alright.
45:00
Speaker 2
And then we're going to access the web interface. all right all right
45:00
Speaker 1
It's saying verifying and connecting. It says, it says no internet secured. Okay. Oh, right, right, yep, of course. Yeah. Yeah, it's taking me, you want me to go into links this, right?
46:00
Speaker 2
All right, sir. Yeah, sir, that's actually normal, because it's not yet configured. Yeah. Yeah, so let's open a another browser, and then let's try to go to http: / /. 192.168.1.1. Yes. [silence]
46:00
Speaker 1
[silence] Yeah, it's loading up. Okay. Yep. I'm in. [silence] Yeah. [silence] Yeah, I'm in the dashboard. [silence] Okay. [silence] Yep.
47:00
Speaker 2
any progress sir? alright alright so you now in the login page and it asked you for okay so you're in the dash now alright on the dash let's go to connect connectivity under router settings alright we're going to check if the firmware
47:00
Speaker 1
It says up to date. The version, yeah, yeah, one dot one dot one zero dot two one zero one eight six. Correct. okay. I've got an automatic up
48:00
Speaker 2
Yes, the firmware version? Mm-hmm. Mm-hmm. Let me just repeat that one, sir. It's 1.1.10.210186. All right, sir, we might need to update the... for more, sir, because it's not the updated one. Mm-hmm. So here's what we're... Yeah, I understand that you had it on automatic, but you probably need to update it. So, okay, just a moment. [silence] Let me just uh pull up the the updated firmware for this specific model. All right, sir. Um, [silence] this is what we're going to do now, sir, for you to be able to download the the firmware. [silence] Uh, you open a different browser. Let's open a different browser. All right. [silence]
48:00
Speaker 1
I'm sorry, could you repeat that? What was the beginning? Is it for or for? I'm not sure, can you spell that? Okay, support. Linksys.com? Yeah.
50:00
Speaker 2
support. Linksys. Com. Support, I'm sorry, support, S-U-P-P-O-R-T. All right. slash KB
50:00
Speaker 1
Oh, I'm sorry. I thought that was the whole URL. Do this again. Oh, no, shots. holdont. Take call. Okay. All Microsoft security alert. I just got some security alert here. Hold on.
51:00
Speaker 2
Oh, oh no, not sir. Sorry. Let, let's type it in again. Oh, support.lances.com slash KB kilo Bravo. Mm-hmm. Mm-hmm. Mm-hmm. Okay, sir.
51:00
Speaker 1
Let me open a different browser here. Okay, let's start that over again. Support. Linksys <start_of_audio>
52:00
Speaker 2
are to log in for kill and faster we sir the
52:00
Speaker 1
What's the URL? KB? like kill like oh slash? I'm sorry. Can you start that again? So I get support. for a while. Slow down. support.linksys. Linksys. Support. support. Linksys. dot.com forward slash KB like kilobyte and then forward slash. Yeah. Article?
53:00
Speaker 2
slash KB yeah KB slash article yes kilo bravo okay support.lenses.com support.lenses.com lenses.com mhm article article yes AR
53:00
Speaker 1
Yeah. OK. OK. Five, nine, five? OK. OK. OK. OK. OK. [silence] Well, it's at? Oh, yeah, slush. All right.
54:00
Speaker 2
Reply to ITU radiale radio I'm about to get that support links the calm flash KB flash article flash 595 Y N other [silence]
54:00
Speaker 1
slash KB. OK, let's try it. All right, advanced configurations, featured products, etc. I I have a page that says all. There's a page, link next page and says all sections. Then it has advanced configurations.
55:00
Speaker 2
All right. All right. OK. Where you at right now? Oh, OK. Let's go to firmware and documentation. All right. And then you look for WHW01P Download Docs and User Guide.
55:00
Speaker 1
I see a WHW 01P, downloads, document, and user guide, right? Yeah. Okay. I'm there. Yeah. 1.0. Yeah. It says version 1.0. Yeah. 202. [silence]
56:00
Speaker 2
You can try to so you can easily so easily like search for it you can do control F and uh um and uh Yeah that's it um that's it all right now you can see the version you click on the drop down um uh it's that's version 1.1.13.21 uh it's a different one I'm sorry, sir. Yeah. Yeah, sir. That's it. So let's hit on download. All right. OK. So once downloaded, let's go back to the web interface. Yeah, the menu's as dashboard. The menu's as smart Wi-Fi dashboard. And then let's click CA again. [silence]
56:00
Speaker 1
Let me log back in. Okay, back to CA. Hold on. Yeah. Yep. It's still connected. You want to.
58:00
Speaker 2
All right. All right. Are you still connected to the WHW01P? [silence] You're connected to it.
58:00
Speaker 1
Want me to disconnect it or leave it connected? okay. yeah, i'm there. yeah. yeah. yeah. yeah. It says nodes are up to date. It says router up to date current version. and you want me to tell you? yeah go ahead. yes.
59:00
Speaker 2
live it connected, sir. now let's let's click on C again. all right and then let's go back to connectivity. okay. all right and then under firmware update, can you check to can you check what showing on the details, sir? uh-huh. all right and uh I'm... the the firmware is 1 1.1.1.0.210186, right?
59:00
Speaker 1
We're going to do a manual update. [silence] Yes. I have Wi-Fi on as well, but I also have it connected via Ethernet.
60:00
Speaker 2
[silence]
60:00
Speaker 1
Unplug the internet. Yeah. Okay, yeah, I've done that. Yeah, I'm waiting for to come back up. Yeah, it's asking me to download the Linksys app for setup or something.
61:00
Speaker 2
yeah log it. Yes, carry a cable. On your computer. Okay. Try to refresh the page. Is it already refreshed? Okay. Okay, it seems like you are not, I mean the firmware that was earlier showing is um the firmware of the mra8300. Yeah. So, uh, is there like a continue option? [silence] [silence]
61:00
Speaker 1
This is... No. No, this is... say it again. Yes. Okay? Full... Full... It says I'm... It's... All right. There it goes. It's asking for my... It says internet connection is down because I'm
62:00
Speaker 2
all right, you click on that twice.
62:00
Speaker 1
the internet. So don't I need to connect to my um to my router? Okay. All right, so it's asking for access Velop. What do I put in there for for the password? Yeah. Okay. Okay. All right, I've got the I've got the uh the I've got it up now. Yeah. Okay. [silence]
63:00
Speaker 2
No no need sir. You can you can still access the web interface even without internet. Yeah. Uh you can try admin but if it doesn't work you can try the default Wi-Fi password of the WHW01P. Okay so let's go back. And look for CA. [silence]
63:00
Speaker 1
[silence] Yep. Okay, it's checking, hold on. I mean, it does say 1.1, 1.12.195.27. 1.1.12.195.027. Yes.
64:00
Speaker 2
and then go back to connectivity and check the firmware I'm sorry , can you repeat that one ? um all right it says one point one dot one two dot one nine five zero two seven
64:00
Speaker 1
It does say it's still checking but that's the version that's coming up right now. Yeah, I'm in CA. Yeah. And it also said, go ahead. Go ahead. Yeah. Yep. Yep. Yep. Yep. All right. Where would that be, you know? Downloads? Oh, there it is. Is it? Yeah, I see it.
65:00
Speaker 2
all right K Bidi-Dost? did you already click the CA all right under have Yeah under that under the firm or update there, you can see there, manual, right? the we're going to manually add the firm where that you just downloaded, you just have to choose file click on choose file and then you look for the downloaded firmware. Have.
65:00
Speaker 1
It's updating, it's installing, it's installing the firmware. I'm just says installing firmware which seems to be just frozen there.
66:00
Speaker 2
Give it some time
67:00
Speaker 1
Okay, router reboot. It's rebooting.
69:00
Speaker 2
All right, so let's wait for it to reboot and then we can try to add the child note again. So we're going to plug in the ethernet cable back to your computer once it's already done rebooting. [silence]
70:00
Speaker 1
It's wait. It's just clocking. It's rebooting. Still. This waiting.
71:00
Speaker 2
How was that sir? Okay. All right sir, so while waiting on it sir, um, let me just uh, get some water here, okay? Just uh, stay in the line. All right.
71:00
Speaker 1
It's complete. Yes. Yeah, it's complete. The update is complete. Yep. Yeah. Yeah. Okay, so what do we do next? I'm
73:00
Speaker 2
Oh, hello, sir. Uh, yes. How is it? Okay, that's good to hear. Now let's try to connect back your computer to the Ethernet cable coming from the MR-8300 and let's add, let's try to add the child node again. Is it still showing purple? Okay, that's good.
73:00
Speaker 1
Yeah, I've done that. Okay, I'm still in the web interface. Okay. Yeah, um, okay, how do I get there it's, how do I go back? Do I need to log out and log back in? [silence]
74:00
Speaker 2
let's um disconnect it from the Wi-Fi connect the Ethernet cable back to the computer and access the web access the web interface again make sure that you're in the web interface for the Mr 8 300 okay um you type in HTTP colon double forward slash all right now let's click on CE again all right and then let's um after clicking CE let's go back to connectivity uh two point zero all right now
74:00
Speaker 1
[silence]
76:00
Speaker 2
Go back to development setup. alright go back to CA router setup. Connectivity sir. under connectivity there's different tabs. right? basic, internet settings, local network. you go back, you look for CA router setup or CA Developed setup. All right. And then let's, let's click on add wireless child nodes again. All right.
76:00
Speaker 1
Okay. Am I is there anything that should be happening or? Oh, okay. Let me go check. Okay. Yep.
77:00
Speaker 2
after clicking add wireless child nodes let's wait for three minutes again alright yeah the the child node should uh... should start blinking by now if it's um communicating yeah All right, sir. So, let's proceed in resetting the WHW01P again. And this will be our last resort. So we're going to use your the linx app in adding the childnode, and if it's not going to be added, then there is an issue with uh the device that you just purchased.
77:00
Speaker 1
Yeah, I've done that. Yep. Uh, on my phone or... Yep. [silence]
82:00
Speaker 2
[silence] so let's reset it again uh press and hold the reset button for 20 seconds. All right let's wait for it to go purple light and open the Linksys app to add it. Yes sir, on your phone. All right, so let's open your links applauds.
82:00
Speaker 1
Okay. [silence] It's the child node. [silence] It's looking for the child node right now.
84:00
Speaker 2
sure add that child node there I'm sorry okay let's wait for it [silence]
84:00
Speaker 1
And it's blinking purple, so that's a good sign. Okay, it's saying it's adding the child node.
85:00
Speaker 2
Yeah, that's a good sign. Okay, that's good.
85:00
Speaker 1
It's still adding the town node, it's still going through that.
88:00
Speaker 2
hello sir. how was it? okay. I see. [silence] okay. It may need, um, a couple of minutes.
88:00
Speaker 1
Okay, it's asking me to restart my router. I mean, No, it's not an error it just says restart your router. The easiest way to unplug is Should I restart my router, my main router?
91:00
Speaker 2
Restart your router. Do I know what error, other errors showing there? Oh, OK. You can actually just [silence] "Can you do that?" Hello, sir Mike, are you still there? F L E L A S M R M I C are you still there?
91:00