V2 Rubric Detail — bcc02e72-6106-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 17:48
Duration
48m 23s
Contact
Sarah Kessel
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00132438
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Cant add child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall78.1% (+30.1)

V2 Grader Summary

The agent successfully restored mesh connectivity by diagnosing and resolving a node pairing failure through factory reset and re-pairing, demonstrating technical competence and ownership. While firmware and email verification remained pending, the core network issue was meaningfully advanced. Communication had room for improvement but included empathetic elements and clear next steps.

V1 Case Analysis

Customer experiencing multiple mesh node connectivity issues; several nodes showing red or flashing LEDs, verification email not received, firmware update pending. Performed node resets, pair-button re-pair, advised firmware update and monitoring; ticket LTS132438 created; follow-up required for remaining red node and email verification.

Troubleshooting Steps
  • Power-cycled modem and router, verified parent node solid white.
  • Instructed hard reset of child node via reset button and wait for solid blue.
  • Used Pair button on parent to re-pair the node.
  • Advised disabling band-steering, checking signal strength, and moving nodes.
  • Suggested applying pending firmware update.
Key Observations
  • Agent never asked for or recorded the router model or serial number, a critical protocol miss for mesh support.
  • Call contained many long silences (e.g., [26:00], [36:00]) and filler words ('um', 'uh-huh'), reducing efficiency.
  • Technical guidance on signal strength threshold was inaccurate: KB states -67 dBm is acceptable; agent said 'below -70 dBm is concern' [34:00], which misleads.
  • Agent correctly used Pair button re-pairing process [31:00] and created a ticket with clear follow-up path [46:00].
  • Customer had not received verification email [06:00]; agent acknowledged but did not resolve or escalate this account issue.
Positive Highlights
  • Successfully guided customer through node reset and Pair-button re-pairing, reviving one offline node [28:00–32:00].
  • Created a ticket and clearly communicated the ticket number (LTS132438) to the customer [47:00].
  • Remained patient during customer interruptions (dog, family returning) and maintained a supportive tone.
  • Offered a follow-up callback and documented next steps for unresolved issues.
  • Correctly advised waiting for firmware update to auto-apply overnight [23:00].
Agent Errors / Gaps
  • Did not collect required product model/serial information.
  • Provided incorrect technical guidance on Wi-Fi signal threshold: claimed 'below -70 dBm is a concern' [34:00], contradicting KB which considers -67 dBm acceptable.
  • Failed to verify email access or troubleshoot missing verification email despite repeated customer concern [06:00, 47:00].
  • Gave vague instructions on node steering and re-pairing logic without confirming topology or app sync status.
  • Allowed unstructured troubleshooting with no clear step-by-step control, leading to repeated app/browser reloads [37:00–43:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
The agent successfully revived a previously offline node and stabilized the mesh network with all nodes showing solid white, but left firmware update and email verification unresolved.
R2 Met Diagnostic thoroughness conf 89%
Agent systematically guided the customer through physical checks (cable, power), LED observation, pair-button pairing, and a full factory reset on the problematic node, advancing resolution.
R3 Met Correct resolution path conf 87%
Agent pursued best-effort troubleshooting appropriate for an out-of-warranty mesh system, including factory reset and re-pairing, without dismissing the customer.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified red LED as error state, diagnosed pairing failure, and used reset and re-pairing to resolve connectivity — logical progression based on symptoms.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the web UI, mobile app, physical pair button, and reset procedure — all relevant tools for mesh node troubleshooting.
T3 Partially Met No misinformation conf 82%
Most technical steps were correct, but reset instruction to 'release when you see a blue light' contradicts KB (correct cue is LED flash-off sequence).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control and gave sequential instructions, but frequent silences, filler sounds ('uh-huh', 'um'), and lack of framing reduced effectiveness.
C2 Partially Met Confirmed understanding conf 83%
Agent used simple terms and repeated steps, but did not confirm understanding when customer expressed confusion about node connections and app behavior.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end, provided a ticket number, and committed to future support, resolving the primary network issue without transfer.
O2 Met Proactive follow-through conf 86%
Agent set clear next steps: observe node stability, allow auto-firmware update, and call back if issues persist — realistic and actionable.
O3 Not Applicable Closure confirmation conf 98%
No prior case history was referenced or observable; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was resolvable at L1 with available tools and procedures.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 88%
Agent expressed concern during storm, acknowledged customer effort ('you're earning your keep'), and closed warmly — demonstrating empathy and professionalism.
X2 Partially Met Tone & rapport conf 84%
Agent adapted to customer’s pace and acknowledged interruptions (dog, family), but used repetitive filler responses that could have been streamlined.
X3 Partially Met Overall experience conf 81%
Customer had to unplug/replug multiple nodes and switch between app and browser, but agent minimized repetition by building on prior actions.
Call Transcript83 turns · 88 lines
Speaker 2
Hi. Yes. Can you hear me? So, I was able to create a new password. This time it me hints that you don't have to use so many special characters. I typed in my router password, like I always do for, and it says you cannot use two digits, digits in a row. part of my, yeah, so I had like 55. So I did one of the fives and it was then accepting it. So now I have the interface on my browser, I don't know what to do next.
00:00
Speaker 1
So, um, did you already connected the cable from the modem, or not yet? Okay, can we connect the cable now? Yep, let's connect the cable back to the, uh, parent. Okay, thank you so much. Um, what is it? I'm sorry. Okay. Um, yeah, just gonna have um your work number instead, please. All right, got it. I take note of that. Uh in case you reconnect it again, I'll use this one instead. Okay?
01:00
Speaker 2
no, not yet. So, Jan? Yes. Good. Do you have phone? What's your signal? You'll get disconnected if my work, hello. My work phone, it has signal. If you get disconnected from me because of my lack of signal, do you want to have my work phone number? One, 619, 861, 2227. Thank you. Okay. So, now the modem is plugged into the router.
01:00
Speaker 1
Let's wait until the parent node reconnects and turn to solid white, okay? Okay, great, that's good to hear then. Probably the parent node will switch its its light eventually and it will turn solid white in the long run. Okay? So Perfect. How about the child though that is wired? it's now solid white? Can you unplug the cable, please?
02:00
Speaker 2
In the parent is red solid and the child is red solid what do we do now? Okay, and just to know my browser interface in the dashboard it says network status the device router and internet all have green check boxes and it says connected, oh, it just did the parent just turn solid white and the child just turn solid white. Should I check on the other child's children? That one's white. Yes. Okay, unplugging the ethernet or well.
02:00
Speaker 1
Yeah. That's right. OK, just leave it like that and let's write the trigger. Check the other child node. OK? The child node is now flashing white or flashing red. OK, let's just wait for a couple of minutes then. All right, on this child node. OK? Let's wait for your three minutes.
03:00
Speaker 2
Okay, it is unplugged and it's now pulsing red. The other child nodes, let me check. Um, the one in the office is red. The one in the bedroom is white. Okay. Going back to the parent and new child, parent is white. Child is lit flashing. Correct. Correct. Okay. Okay.
03:00
Speaker 1
Oh, B. B. Yep. Yep. Yep. Uh, that really depends on the child node itself. I'm Sarah, because we do not have like a specific feature where we can dictate a specific node where it should connect, because in order for the child node to get a better connection or signal, it will look for the closest signal it will detect. Uh, and then which signal has the strongest one in order for it to get like a better, um, connection or signal. Is it solid white now? Uh-huh. Uh-huh. Can you try to check the links app if it's already showing or not? Uh-huh. Uh-huh.
04:00
Speaker 2
[silence]
05:00
Speaker 1
Uh-huh. Uh-huh. Uh-huh. Huh. Have you checked your email, if you received the verification one? May I know? Um, when did you created these, um campus? You still remember it? Email.
06:00
Speaker 2
I'm going to close the app and start it over. rebooting the Linkap on my phone. It has internet. Now it's looking for devices in the nose. On the top, while it's searching, on the top it says, your account has not been verified. Please check your email. What do I do to get that set up properly? I looked on my I don't. I did a search on my email and it didn't show any. [silence]
06:00
Speaker 1
Oh, okay. I see. Um, yeah, we can actually try to request on this one in order for us to verify, uh, on this one. Okay? All right. Mm-hmm. Mm-hmm. Okay. All right. So Okay, so probably that's the, the one that is on the Okay. Yes, that's correct. All right. So for these ones, since there are already four nodes showing online and one is not, so it seems that we successfully added the child node. So we can now unplug it and relocate it to a specific location. Mm. Sarah.
07:00
Speaker 2
Yeah, okay, so I have an update on my phone, um, software, the app interface on my phone. Um, the first line it says, firmware, firmware update available at the top, and then further down, I have, it says, five notes. And the fifth one is offline. So, is that is that the one in my basement? Okay.
07:00
Speaker 1
For sure. I'll come with you then. All right, so we'll just wait for that, okay? Yeah. Uh-huh. Uh-huh.
08:00
Speaker 2
Okay. All right. I'm ginger do that right now. ginger unplug it. Okay. ginger going with me. Okay. So I've got. Now, I don't know if you can see, I wish I could share it in the screen mode to you. The router is connected to a child that is labeled Linksy 06358. And on on the Wi-Fi bar, it just has one blue dot. The next level of Wi-Fi range is very minimal.
08:00
Speaker 1
okay, how about this one? Can you tap each one of the child nodes and provide to me the name of it of each node? Yeah, that's right. Okay, yeah, that's yeah, that's fine. So the first child node below of the router, what's the name of it? It's linked sis.
09:00
Speaker 2
So how do I change that? And then the next the next child down that's connected to that, it has four um, you know, the Wi-Fi bars are showing three out of the four. So the name of it, so that's underneath on the bottom. Um, okay. So the one that we just plugged in is still flashing blue on on the device and it's showing offline on my uh software on my app interface. So the one that's um, got one bar out of four, the next...
09:00
Speaker 1
Can you tap, can you open, can you open that node? Or tap the nodes. And then, can you tell me where is it connected? It shows there where it's connected, so can you tell me? Uh, that's right. And what is the signal strength of that? It's negative. Okay. All right. How about the next one, next to that, and next to that node. It slings?
10:00
Speaker 2
My LinksysXX zero six, three five eight and that's the one that has one dot. It is the furthest away. Yes. I got it. Yep. It's connected to the router. It's connected to the router, and that's the furthest away. 82 DBM. There's another one called what's on my dashboard, but on the bottom, it's called underscore R.
10:00
Speaker 1
level setup 285, ummmmm, setup, 285, and where it's connected? okay, okay, alright, I'll just leave it like that, it will refresh eventually, how about the next one? [silence] the new is it now connected, is it now solid white or not yet? uh ummmm... but is it still flashing right now? oh it's still reconnecting, okay? so the the link is 06 uh 06, I don't know, 0635, right? the name of it, um try to, uh
11:00
Speaker 2
develop set up 2-85. It's in my office. Oh no, it doesn't say anything connected to. I got two dashes to that. It's closer. Do you want the router or the new child? No, it still says offline. Power is on. It's flashing red now.
11:00
Speaker 1
You can actually try to reboot it. Yes, unplug and replug, so that it will look for, um, good signal. Okay. Yep, that's right. Oh really? Hope you're you will be safe there. I hope thankful. Still flashing؟ Um, Sarah?
12:00
Speaker 2
So unplug it. Okay, I just unplugged it. Now will the other one go to the router? Cause it was looking at this one before. Hi, baby. My dog is nervous cause we have a storm coming in. He gets all nervous. Yeah, he's a little. Yeah, it's okay, baby.
12:00
Speaker 1
Okay. How about the new child node? Okay. Whoops you. Nice.
13:00
Speaker 2
How fast it could refresh. I unplugged it at 0600 on my dashboard. The new child is solid white, but it doesn't show up on my apps. Should I close my app and restart it? I know. I know that. Looking for devices and nodes.
13:00
Speaker 1
Um yeah since we just recently unplugged or rebooted the, the older node, the new child node, the new child node has, has taken over. Um just proceed with the process.
14:00
Speaker 2
Okay, so it only found the new node, the new child. And we lost the other one. So maybe I need to, I'm going to unplug that other one that it lost, and reboot it to re-find it. It's like it was looking for the one that was farthest away from the router at first, and yeah, yeah. So, I'm just, so a couple of things, I need to, say again.
14:00
Speaker 1
Is it now showing data or how or something like that, uh huh. Okay, uh, but then you know, is it now showing on the, is it showing now on the list? Okay, and what is the signal strength of that node? And where it's connected? Okay, but what is the signal strength? Uh huh.
15:00
Speaker 2
I rebooted the one that's close to the office and it's flashing it's flashing. Blue right now. Okay. Yes. The new node is the only child that's showing up. The it's connected to the router. I'm just rebooting the recent connected to hang on a second. We got good signal strength it
15:00
Speaker 1
okay all right, perfect it's getting good signal so we are waiting for the two child nodes I believe or just one um yes please I'm all how about this one before doing that can we go back to the linksys page that you have earlier yeah on the browser all right can you can you click can you click the Wi-Fi setting that's on the left panel of the page under
16:00
Speaker 2
It's negative five, six, and all four bars are, um, and it says it's connected to the router. Okay. Yeah. Um, the one in the office is still flashing blue, and the other one I haven't turned on. So should I plug it back in? On the browser or on my phone? Okay, I'm going back to my, okay, I'm at my computer on the page. Where do I go? [silence]
16:00
Speaker 1
Okay, click that. And then go to advanced. Uh-huh. All right. All right. Can you tell me if the node steering is on or off? All right. Can we turn off that one and hit apply? All right. All right. So, next thing that we need to do is on the child nodes that you have right now. Can we try to check them again, please?
17:00
Speaker 2
I see it. Okay. Uh-huh. I see, um, four tabs. Advanced, I'm going to... Okay. It's on. Okay. Turning it off and hitting apply. I'm going to go back to the child node and I'll restart my phone app. Oh, I...
17:00
Speaker 1
Is why. How about the the data. Yes, please. And. OK. And try to check, then, on the lenses app. If. What is now the the signal strength of the other node?
18:00
Speaker 2
The one in the playoffs, focus through the router. That's solid white. Um, I'm going to the, um, and I haven't plugged in the other tile that's furthest away. Should I do that now? Okay, this one is furthest from probably 15, 20 ft away. We'll give it a minute. Okay. Okay. Um, leave the...
18:00
Speaker 1
[silence] Oh, yes, I'm still here. All right. is it now getting Uh-huh? Um the okay they're rebooting. How about the other node that you just plug in earlier. Can you tell me what is the the name of it and what is the uh sprint of it.
19:00
Speaker 2
If you think it's fine the lieutenant. the other child that's further from the house. Go ahead. has went be sleeping. So the node in the office is called child node and the bottom of the node. It's underscore develop.
19:00
Speaker 1
Uh huh. Sarah. All right. Uh, Yeah, I can hear you now. Um, I think earlier I didn't hear you though. Um, so can you repeat? Yes, I can hear you now. Okay. And where it's connected right now. It's on the app. Okay. What is the signal strength? 67. Okay.
20:00
Speaker 2
00:18.195 Okay, so [silence] can you hear me now [silence] So the child node on the office um is like setup 358 or something [silence] The router. Uh [silence] -67
20:00
Speaker 1
All right. Um, so we're just waiting for the far stretch, right? Okay. And can we check it? If it's solid white or not? Giving you now a little bit of exercise going back and forth. I'm sorry for that. Okay. All right. Let's load the app and let's check it. Okay? And then just let me know.
21:00
Speaker 2
Correct. I'm gonna, um, reopen the link for that. If it's, yeah, I'll go back there. Yeah, it's white. Um. Yep. It's taken a second to load. Uh, [silence]
21:00
Speaker 1
Uh-huh. Let's try it. Okay. Alright. Yeah, that's good. So the- the signal of the load that you have right now is pretty much good enough in order for them to have like better and good signal. So, I believe we're all good. You just need to pretty much observe your connection. And then if anything happens you can always give us a call back. Okay? [silence]
22:00
Speaker 2
Okay, So now I have the child node. What is this? How do I know? This one is furthest from the router. It's link 06358, and it's connected to 08384. But the signal is strong. As far as I can tell it says negative 59 on the, so that's good.
22:00
Speaker 1
Usually if you're not using your your network right now, technically you can actually, but um technically like the firmware version uh like the update will, it will auto uh update uh usually it will take um usually in the middle of the night so that no interruptions will happen. So you can just wait for that and then if you still notice tomorrow that the update still didn't push through, then you can update it, okay? Mhm. Um, yeah, sure. You can, as long as um it still works or something like that, then we can, we can still add that out note.
23:00
Speaker 2
so should I update the firmware as it's suggesting? yeah okay and now the other child that I said I put in the basement that stayed red should I call back on another day to help troubleshoot that red one and I?
23:00
Speaker 1
Yeah, sure. We can do that. If you still also have your title, then let's do that. All right. Sir. Sure.
24:00
Speaker 2
What time do you have? Now, I can go to the basement and get it, or should I call back? Oh. I do have time, so I'm going to just take one minute, takes me one minute to run downstairs. I'll be right back. Thanks. Hang tight. Mm. Mm. Mm.
24:00
Speaker 1
they they get stare hear you at all right sure sure which one Yeah, they, yeah, yeah, yeah,
26:00
Speaker 2
All right, can you hear me? Okay, I'm going to plug it in. I'm going to plug it in. You want to know the name? The one that um on the one that I said is saying solid red and I put it in the basement to recycle. I think you could help me fix it. So that's
26:00
Speaker 1
I'll try. We were going to try that. OK. Uh huh. All right. We'll just wait until it turns, like, a solid red 'cause we might need to do, like, a proper reset on that, OK? All right, thank you. Yeah, that's right. That's right. Yeah. We're going to use that later if we still we can add this one wildcard, then we can try that one later part. So um, just leave it like that then, for the meantime. All right. OK, let's go ahead and do like a proper reset.
27:00
Speaker 2
That one's called Okay it's underscore Vellelps setup 6C. I Plugged in and now it's blue flashing flashing blue. Okay okay. You're earning your keep today You know that. You know um We have that um Ethernet cable too as an option to test drive. Oh It's solid red now.
27:00
Speaker 1
set on that node um Sarah so in order for us to properly reset what you just need to do is you need to press and hold the reset button and then while pressing and holding the red light will flash to red to a dim light or no light at all hold still the button once you see a blue light then release it okay yes yes that's it will be the reset button on the child node Okay. That's right.
28:00
Speaker 2
Okay. All right, I'm holding down the reset and ball. I'm looking at the LED. It went flashing red, still holding. So flashing red. You said we're looking for solid blue, right?
28:00
Speaker 1
all right release now Release the button. Thank you. Okay. All right. So we'll just wait until it turned back to like a solid blue then. Okay. Or the red is set up or the setup more. Okay. Oh, we'll just wait for that.
29:00
Speaker 2
We got solid red. Now we got a blue. It's solid blue. Solid blue. Releasing button. Okay, now it went off. Now we're on blue flashing. Okay. Mm-hmm. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. [silence] Still flashing blue. While we're waiting, do I need, do I need to do anything on the dashboard on my computer browser? Okay. Okay.
29:00
Speaker 1
Okay. So first thing, uh first thing that we need to do is can we uh let's add it using the um pair button first. Okay. on the parent. All right. Um the pair button. Just press it once. Or just press it for one second. Mhm. Okay. Uh to observe the parent and on the child nodes. Okay. Uh huh. Okay.
31:00
Speaker 2
All right. It's solid blue now. Yeah. What do you want me to do? Press on the parent. All right. All right. I pressed the pair button on the parent and now it's flashing white. Yep, I'm moving the new child, or I guess the old child, about four and a half feet away. No, the child is flashing white now. This is a good sign. I didn't didn't have that before. Uh-uh. You are definitely earning your keep. If you get this guy revived, then that's amazing. Yeah. Fabulous. Great. Yeah.
31:00
Speaker 1
I feel good. Mm-hmm. Uh-huh. Yeah, probably. Uh, yeah, probably. But use um cuz we we really also need to consider the um the structure um, like of your house like and also the the interference that is available in your um area uh that might be causing the like the signal is not really picking up so we and not so. [silence]
33:00
Speaker 2
So the child in the office that it only has three out of the four bars is that because of its location maybe there's some metal in the wall that's maybe making it hard to signal, or any way I can improve that node signal?
33:00
Speaker 1
good. But the kind of information and the child note is already pretty much good, because in order for us to make sure that the child nodes gain or um gets like a better signal. It should be within the range, which is um negative 70 to 0. Uh below that. So negative 70 uh then down to 0 is a pretty much signal um in order for the node to have like a better um connection. Beyond negative 70, that's the that's we that's what we need to be concerned of, because that means it's not getting any signal. At all. It's not getting um better signal or something like that.
34:00
Speaker 2
okay so below negative 70 which it was at uh
34:00
Speaker 1
Yep. Okay. Okay. Okay. I believe they're still connected. Uh-huh. Go ahead. Okay. Okay. Okay. What about the child notes? Okay. Okay.
35:00
Speaker 2
negative 67.
35:00
Speaker 1
Okay. Has it been, but it's not getting any signal yet, right? Hmm. Okay. Okay. That's right, huh? It's okay? That's fine. Okay. Yeah, sure.
36:00
Speaker 2
child the reviving child is solid white. uh... uh... um, I'm just reopening the app on my phone, but the dashboard on my computer shows the two arrows. Uh oh, the phone app is is asking me to sign in and says getting router settings. So maybe it's just kind of like a refresh, everything's going through a refresh maybe? That's my dog. He's there. Oh, my family is just coming back from their road trip. The dogs are barking. I'm going to let them out. Um it's looking for the nodes. [silence] child, appear to be reviving. Uh, uh children are there. Uh the dogs are barking and they're happy. so their owners uh reviving. uh appearance. I'm going to let. Walzing children are happy and reviving. I'm going to the [silence]
36:00
Speaker 1
Can you refresh the page? on the browser. Okay?
37:00
Speaker 2
The parent is white, then I revise my child as white, but I still have the double lines. I'm not able to access the node. Oh, on my, yeah. I'm refreshing the app on my phone too. [silence]. The browser is still refreshing.
37:00
Speaker 1
okay
38:00
Speaker 2
view a list of connected devices waiting circle oh it's saying okay uh it's open and it's got the dashboard and it's looking for devices and it's looking for nodes okay the browser app is now open so what should i check on the browser app device list that's where i was before um it says view a list of connected devices and their status and then i click okay oh here we go more No, I'm not. All the child nodes have the double arrow with the dots going between them. And I'm not able to access the nodes on my phone browser. No, it's just not accessible. It's done loading. Should I try it again? Close it. Yeah. All right. Where did I? Oh, that was on the phone app, right? Okay. It's reopening. I've got the circle. Now it's asking me to log in. Oh, yeah. The newly figured out one.
38:00
Speaker 1
that's right. [silence] still loading. okay. Yep, the Shrek.
40:00
Speaker 2
Okay. Securely logging you in. Hang on. Yeah. Still loading. But all the children are white, right? That's good.
40:00
Speaker 1
That means there's still uh that's actually a wired connection symbol or icon. Probably that will take if um the router did some um reboot or something like that, but eventually it will it will disappear and uh the the page will pop up after for that. Uh-huh. Uh-huh. Uh-huh.
41:00
Speaker 2
So what is the two arrow with the three dots mean? Okay. One out of the five children. So I guess it's four. One is actually showing a Wi-Fi sign, sign and it's got all of them lit up blue. The others are still in the wired mode. Okay. And the phone app is still going through the lot.
41:00
Speaker 1
uh-huh. okay. okay. yeah, that's right. but still, cannot access right? it won't load up again properly. correct? okay. Were you able to log in on the app?
42:00
Speaker 2
Wow, we fixed one thing and we opened up another can of worms. I'm hitting refresh on the browser. Yeah, so I'm able to see the dashboard on the browser. I'm going to the device list. Should I start this? No, it's the... [silence] Yeah. So, um we're gonna... [silence] We're gonna wait for the... [silence] to log in. Yeah, I'm gonna login since you've like set the... [silence] device like... [silence] the... [silence] prev... [silence] Like is it this? Is it like this? I'm not sure what's going on I don't know. [silence]
42:00
Speaker 1
Yeah, please. Mm-hmm. Uh-huh. The new one. What is the signal strength of it? Just click it. Yeah, you can. You can. You can, yep.
43:00
Speaker 2
We're going to securely log you in, Circle. Should I close it out? Excuse me. All right, I'm going to try that phone app again. Okay. I have all four child devices showing a Wi-Fi icon. Very cool. The new one, the revived one, one in the office. The one in the office is three out of four. I was thinking I could move it over to the window, that might be what I'm going to do. Now that I have these other child devices, maybe it's just too far in the middle of the house. Oh. It has, it must have, like metal in the walls or something. I just moved it over the window. Interesting, so how come, okay. Now I have the app open on the phone and I can access the nodes but the revived doesn't go up, which I expected because it still connects to the same nodes and doesn't just start connecting in the cloud or something, but you would think because it's a different device,
43:00
Speaker 1
Um, probably. okay. because probably it's picking up the signal of that node since again, um, in order for the node to to get connection, it will look for like, probably a good or better signal. So, that's technically how it is. Um, so, since we locate the child node, uh, like the revised child node, it should, it it will look for the closest signal or closest node. So that it will connect or turn solid white. Um, okay. Yeah, so probably that's um what happened.
45:00
Speaker 2
There's two nodes that are going to that new child. Why wouldn't they go to the router? I'm just sitting right next to the router. [silence] The revived mode is going to even if I put it right next to the router, it's like you can't get any closer.
45:00
Speaker 1
jeends on that revived child mode but yeah we can continue to observe the connection especially the signal of each node and if it brings you like some problems or issue especially a connection uh then you can always give us a call back so that we can properly troubleshoot um each one of the node that's having some issues. Alright? Okay. uh That's right. That's right. That's right. So, yeah, um again, um, Sarah, you can just give us a call back anytime if you feel that you're having some issues with your connection or something like that. Then you can always give us a call. I can actually provide you your ticket number in case, um, you you are going to give us a call back. So, just provide us one so that we can t so that the next section will.
46:00
Speaker 2
Okay. Yeah, okay. All right. Well, I I feel like we're definitely way better than we were, oh what, how many hours ago was that I started talking to you? I appreciate it. Okay.
46:00
Speaker 1
all right, so your ticket number is L for for Lima T for Tango S for Sam um, oh one, three two four three eight. all right. Thank you so much, Sarah. Yeah. Sure. Um, yeah, sir, I can definitely check that on on on my end also. Okay? all right. Haha. You're very much welcome, Sarah. And again, uh thank you also for your time uh doing this one. Again, this is Clark from Lin, have a good one and take care. Bye for now.
47:00
Speaker 2
Okay, I am ready to write it down. Okay. And then one last thing. Wait, one more last thing. How do I do the email verification? Can you reschedule that to come back to my email? Awesome. After that we are done. I don't think we - thank you so much. You've been awesome. Thank you. You have a great week.
47:00