V2 Rubric Detail — ba58cd8e-8162-11f1-a…

This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. This is Eric from Linksys, customer service team. May I speak with Steven? Okay, thank you. [silence] Hello, Steve. Thank you for answering my call and can you hear me okay on the line? Thank you for answering my call. And by the way, this call again is recorded for quality assurance purposes. By the way, Stephen, I apologize if it's just now that I contact you because I had a change of schedule today, okay? And I apologize as well for the inconveniences yesterday that my whole workstation was being tested by our MIS, okay? So, I believe I was able to verify that you contacted and was assisted by one of my Level 2 colleagues and I also read your email and I believe I apologize for the inconvenience uh the last time that I did a remote.

Your network was set to the default name, as that's the one that I have verified. And so my colleague was able to assist you to set it up with your customized name already, correct? Thank you. Thank you. And I appreciate that you responded to my email and you tested the line. So you have like a cat six tester. And so, Mhm. So, when you do the testing, like the tester is testing the end to end of the cables, right? That's how it's checking it? Okay. So, so if that's the case, then the one that I suggested last time on the email was an actual computer that can be wired, but I know we don't have that resource, correct? We don't have an available. Okay. So, what what we can do is since we don't have an actual computer to connect to, then what we can suggest is to do the test again with a device that has a constant flow of data, like for example, something wireless and see if the test will give you the same reading. Got it? So what we can do also is to set up a special date on where we can do the special testing, so it's different from the regular test for the regular line testing. Thank you.

[silence]. don't have that [silence]. Okay. Uh what I [silence]. can do right now is we will just [silence]. uh going to relocate that particular note that's already on that location. And I know that's the original parent note, right? That what we had discuss last time. [silence]. Okay. I apologize [silence]. Uh because the last time that I have checked, I [silence]. I've generated this info log. But I cannot see the back note for that node. Okay. And usually, if you have the info, it will show us the connected child node and its uh a proof that it was really not connected. So in order for me to [silence]. do [silence]. proper isolation [silence]. Okay. By relocating that particular node. And it will be much better if we can relocate those two notes. Why? Because if I verify to that's what my transdata is, then you are still not connected with [silence]. [silence]. So the good approach here is, you isolate the parent node. Then you can have a [silence]. proper relocation of that node. Okay. Which means you transfer the roaming [silence]. to another location [silence]. that you deem fit for it to be. Okay? [silence]. Good. That's good.

be discussed last time then we will just need to prove if there's really a hardware issue with your particular note or it might just only be a configuration or software issue okay so because if you relocated those two nodes to the same location of your parent node then I can't properly perform the necessary isolation. Like I can properly connect to that node first and properly check its actual software or pretty much we can't properly check if it will reconnect automatically wirelessly because even if you have a wired child node okay it will do automatically shift to the wired back whole turning off the wireless interface so that there will be no loop back okay because we don't have a spanning tree protocol on the nodes so once you are near the parent note and it's not wired it will shift to the wireless interface as their back whole. But the moment we connect again the ethernet It will shift to from wireless to wired interface for the backhaul. Okay. So with that in mind, I can properly document the serial number. Okay, of the two nodes. Then I can do proper isolation of what we can do. We may be able to swap the child nodes. I may be able to use the child node two to become the main child node there. Okay. Then we will become the child node one position. But at least we verified the serial number for us to make sure that we are making sure that that's the actual device that we are using. And location, yeah. I I understand that. From someone else. Yeah.

Yeah, from the previous technician. [silence] All right. [silence]

Well. Okay. Okay. Stephen. Uh, first of all, I really apologize for the inconveniences that you have gone through with your linked device. Okay. Actually, Stephen, um, the reason why I am here is to really appreciate that you bought these three nodes. And not to mention, when this was introduced at first, these are one of our expensive routers before. Okay. So since these are one of our [silence]

we can see the record from the previous technician, our Level One department that this connection happens like in a few seconds. So I did verify your parent node. It worked stable. So that's a proof that your device is still working. So, what we need to do, Steven, is we just need to do for the isolation. And I appreciate your help here. I know you spend a lot. But I'll, as the technician that I've been doing, like, all the devices that we have, even our business class, okay? Access points, switches, VPN routers. I already tried that, cameras. The important part here is, we need to isolate the layer one part. Because, I agree, you may have tested the Ethernet cable, the Cat 6 that's working great, okay? But it may be a possibility of the LAN port of your new parent node. It might be a possibility since we have not verified it to connect to the to the child node. Okay? So, we can Can do proper isolation with the landport. Okay. Or it might be that the Internet port of that, uh, like, other node is not working properly, so we'll need to do the proper isolation. But since you have the other node, the child node too, that was not yet isolated. By using that as the new child node one, it's similar as replacing it, okay? Because if you purchase a new system right now, Steven, okay? Uh, then you may need to compare their specs, okay? You may be going to buy, like, a much higher price that may be similar specs with you on the category of its gigabit ports, okay? More like four ports. But since it's still working fine with your end right now, then it's still, like, uh, reasonable and practical that we can do proper isolation because if you make it work, uh, properly isolated, then your broadband must work properly either way. Okay? Okay? Steven, then you just save uh time and money in buying a new device, for in this one is still working. not to mention your parents' note, okay? So, uh, Steven, uh, if you allow me. [silence] Okay, no worries. I understand with cameras, okay? And that's what uh we configured before when we have the links to the cameras, even our uh DVR. But uh, this is what we need to do, okay? Uh, these nine

Cameras, since they're connected to your network name, so they're connected to the parent node. Because the child nodes are not working, right? OK, thank you. Okay. Okay. Okay, so when we go to the other building about 20 feet away only, okay? That's what we had discussed earlier and using the 160 ft long CAT6 cable. Are their cameras also going to be connected on that area as well? Okay. So, that's the Winery. Thank you. Okay. So, Stephen, this will be our troubleshooting plan. Okay? I will not touch anything on the parent node since I already verified it, it's working. Okay? Then we will proceed with the child node. Okay? On the child node, we will [silence]

[silence] make sure that we will relocate them instead. That's our first step. Okay, because I know it's 135 ft long cable. And I know you mentioned that you're 69 years old, okay? I don't want to get you tired. Okay, so as much as possible, we'll just work on the single place. And since I'm going to do remote access, then I can do much, okay, for me to properly check the software. And if we need to do reset, at least that's the only thing that you need to do, and I'll be the one to readd it to the system. Okay. Okay. I'll just check first if I have connectivity, because I can our web UI of your parent node, I can see what are the devices connected on its LAN port, because there should be an X mark there. It's just a layer one. And if I see that there is, and I can [ silence ]

can communicate with that child include, but if you're really not able to communicate with that, uh because it may be on the layer one only, but it's not on its uh proper IP address because this is what will happen, uh Stephen. If you reset the node, okay, it will go back to its default 102.160.1.x something, okay? Then if it's connected to a network that is the same with its network address, it will change to 10.x something, okay? Same with your parent node, okay?that it changed to 10.41.1.1. But if you have the node that you reset and just connect it directly, it will not be in the same range with your with your parent node because it will stay at 102.160.1.0 network.that's the reason we cannot see it, cannot communicate with it. Okay? So, but if we're able to add it successfully first, then that's the time that we'll be able to. Make that node be part of the same network with your parent node. So I'll just try here first, but if it's really not working, then we'll move to the second option, which is to relocate those two child nodes so that they can properly check their serial numbers and we can start from there, okay? Okay. Okay, then let me instead do the remote access for me to properly check using your computer, okay? So your computer is still in the parent node location, correct? Okay, but at least we have connectivity. Okay, it's enough for me, okay? But if we really need to perform the reset and reconfiguration of your child node, then it would be best that we'll be on the same location with parent node.

Then just do the same thing. uh, type your name and click on join then please read the terms for downloading and after you downloaded the file, look for that file, the recent file that it'll have connected then run it by double clicking it then grant me full access. Okay, I can see your screen now. Thank you for allowing me access. Let me proceed in checking the information first. I'll go back to your control panel. So this is your SSID, right, that you configured? Okay, I'm going to access a setup page. I believe you already have access. Let me just check. Is this the one? This is the one. Thank you. You're correct. One node is already connected here. Let me just double I'll generate the Gen-For-Log now, okay? Thank you. And Steven may ask for your help [silence] to type in your router administrator password. If you have changed it, and just input the I just need a password. Thank you. I'll just wait for the system lock to finish generating. [silence] Can you echo? It's not getting the right IP, that's the reason it's not showing up. Let me just, it's offline. So Steven, I just need to, the, this is the parent node and other one. Are they on daisy chain, right? Like from the child node to child node two, they're in daisy chain or there's a switch. [silence]

Uh-huh. That should be the right cascade. LAN port of the upstream going to the internet port of the downstream node. That should be the right one. Okay. [silence] Uh, technically speaking, it should still be okay to connect it to any port as long as the node is already configured as a child node because it'd now work as a bridge. But the purpose why we're using the internet port is for reference.

let me just uh properly check if I can communicate with this one, okay? I'll open it up your command prompt I'll try to ping your child node because its IP address showing up here [silence] ten point forty one dot one one dot twenty eight dot okay but it's firmware it's not the latest okay but let me just communicate with it okay so this Okay, I know that these two to five six zero has the latest firmware. the two to five six three is not yet updated to the latest version and I'm seeing that they're sometimes like turning off and turning on as what I have discussed with you before. It might be a rebooting issue, okay so in order for me to do the proper isolation is we will need to relocate those two nodes instead because I cannot ping them because it may be that when I try to ping the device may be rebooting, okay especially this two to five six zero. Then if they are on the same location with the parent node, I can use the wireless interface for them in the meantime and I can communicate with them and I can generate another system for log and in that way, I'll then be able to see the back home. Then I can access each of the child node independently their web UI. Okay? So, let me[silence] Before you uh remove them check their LED lights uh as well Steven if they are flashing red or they are flashing blue flashing red because that uhm may imply that they are rebooting okay ah ah I think it's okay or is it okay with if I'll

I'll call you back in, like, five to 10 maybe. So that will be enough, right? I'll call you back on the same number. Okay. Uh, yeah. Steven, you sounded like a robot. Hello, Steven.

Yes, uh but I'm checking the web interface it's kind of flip-flapping the child one became online again okay so I believe it's like a flip-flapping okay so I'm I'm checking it on your web interface and put it down okay so okay so uh know it's the part that we really need to do the isolation uh Stephen okay because I I'm seeing here on the web interfac sometimes both of them will show so [silence] you need to connect on the read interface and see [silence] okay so at least disconnect that one so you can know

Okay. And sometimes the other one and vice versa. Okay. So they're not stable. Uh both of them. So it'll be one time. Uh both of them relocate to the main building. Thank you. Or let me call you back instead. Uh like five minutes will do. Thank you. So five to 10 minutes, I'll call you back, Steven. Thank you for your cooperation. And my name again is Eric, your level two technician. Our website is support.com. Goodbye for now. I'll call you back within five to 10 minutes. And goodbye for now, Steven. [silence]

Stephen, I believe you forgot to end the call. Let me end the call for you instead.