V2 Rubric Detail — c592bb24-70fa-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 01:02
Duration
66m 11s
Contact
Steven Lee
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00123956
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Child node got disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership4.29/5
Escalation0.00/5
Customer Exp0.00/5
Overall26.0% (-10.0)

V2 Grader Summary

The agent failed to resolve the solid-red node issue, provided technically inaccurate information (wrong URL, fake term 'HCP reservation'), and neglected to escalate despite clear KB triggers. While ownership and continuity were maintained, poor communication, incorrect tool use, and lack of empathy resulted in a partial resolution at best.

V1 Case Analysis

Customer reports one MX6200 child node solid red and disconnecting. Agent provided incorrect URL (myrival.net), gave contradictory power-cycle instructions, reset node, attempted pairing, and checked signal strength (0 dBm). Node remained unstable. Ticket 123956 created; advise to monitor and call back if red reappears.

Troubleshooting Steps
  • Swapped the problematic node with a known-good node to test location.
  • Attempted to access router UI using incorrect URL (myrival.net).
  • Created a DHCP reservation for the node after accessing UI.
  • Provided contradictory power-cycle instructions (confused parent vs. child unplugging order).
  • Performed a factory-reset style reset on the child node (20-second press).
  • Attempted pairing via parent node's pair button with unclear instructions.
  • Checked signal strength in Linksys app (reported 0 dBm).
Key Observations
  • Agent provided a clearly incorrect URL (myrival.net) instead of the correct router address (myrouter.local or 192.168.1.1), causing customer confusion and access failure.
  • Instructions on which node to unplug were contradictory and confusing, especially at [35:00]–[36:00], leading to customer frustration.
  • Agent did not achieve a definitive fix; the call ended with a pending follow-up.
  • Customer showed frustration and repeated requests for clarification.
  • Agent collected essential data (model, serial fragment, phone number, email) and opened a ticket.
  • Agent provided incorrect email address (router.info@gmail.com) for sharing router info, which is not a valid Linksys support email.
  • Agent did not discuss warranty or replacement options despite customer inquiry about cost of replacement.
Positive Highlights
  • Collected model number, serial fragment, phone number, email, and created a ticket.
  • Attempted multiple troubleshooting methods (location swap, DHCP reservation, reset, pairing, power-cycle).
  • Used the Linksys app to check signal strength and provided the customer with signal metrics.
Agent Errors / Gaps
  • Provided wrong web address (myrival.net) – a clear accuracy error that prevented proper access to router settings.
  • Gave contradictory and confusing power-cycle instructions, first saying to unplug only the parent, then instructing to unplug both parent and child, causing customer confusion.
  • Misidentified the pair button location and gave vague timing ("press the big button for one second").
  • Failed to verify that the node was actually back online before moving on.
  • Provided incorrect email address (router.info@gmail.com) for sharing router info.
  • Did not discuss warranty or replacement eligibility despite customer inquiry about cost of replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent says 'If it goes solid red again, please contact us back' — the issue is not resolved, and the node remains problematic.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performs multiple steps (swap, reset, reboot, IP reservation), but instructions are often unclear or contradictory, reducing effectiveness.
R3 Partially Met Correct resolution path conf 85%
Agent continues troubleshooting appropriately for an in-warranty device but fails to escalate or offer RMA despite hardware fault indicators.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies solid red LED as symptom and asks for serial number, but skips key diagnostics like WAN test or ISP verification.
T2 Not Met Appropriate tools / resources used conf 95%
Agent directs customer to 'myrival.net' instead of 'myrouter.info' and mislabels DHCP reservation as 'HCP reservation', showing incorrect tool use.
T3 Not Met No misinformation conf 95%
Agent provides materially incorrect information: 'myrival.net' is not a valid URL; 'HCP reservation' is not a real term — both are critical errors.
Communication
C1 Not Met Clear & professional language conf 95%
Agent gives no call framing, issues contradictory instructions (e.g., when to unplug nodes), and loses control with long silences and confusion.
C2 Not Met Confirmed understanding conf 90%
Agent uses technical terms like 'DHCP reservation' without explanation; customer repeatedly asks for clarification and says 'you're saying all different things'.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case from start to finish, does not transfer, and provides a ticket number for continuity.
O2 Partially Met Proactive follow-through conf 85%
Agent provides a ticket number and tells the customer to call back if the issue recurs, but no timeline or definitive next step is given.
O3 Met Closure confirmation conf 95%
Agent references prior call, uses phone number and serial number already on file, and does not re-ask for known information.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Per KB: 'Node LED stuck solid red after reboot and reset' is an escalation trigger — agent fails to escalate despite this condition.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed, so E2 cannot be Met; critical failure in escalation protocol.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent does not acknowledge customer’s frustration ('I have no internet, I need to work two more hours') until a generic closing at the end.
X2 Not Met Tone & rapport conf 90%
Agent maintains a single, fast-paced technical tone despite customer confusion and repeated requests to slow down and clarify.
X3 Not Met Overall experience conf 90%
Customer repeats serial number, location, and steps multiple times; agent gives conflicting instructions, increasing customer effort.
Call Transcript112 turns · 121 lines
Speaker 1
Thank you very much. Well, it's the end of the day on Thursday, December 1st. [silence] and now we're going to try and wrap it all up.
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-links.com. pleace have your device serial number ready. for assistance, press one now. for out of warranty, pleaase have your devices serial number and contact info ready. if unavailable, kindly call back later. for out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
噻隔壁，你听到什么了哦。吃不香 电脑 我本来要一目五入 ah 头步图液体...液体太难喝了。 Hi, I have an issue with my link things. I have a mish and I have four, but why only one is not working and I keep having these kind issues. I don't know what's going on. Uh, I think if you can look at my name, my phone number, you see I called last time too. It's 480 3109390.
02:00
Speaker 2
Hi, thank you for calling links. My name is Raquel and how may I assist you today? Mhm. I see one of your children is disconnected. Could you kindly verify the serial number of this device? All right. Let me check your, uh record here using your phone number just for a moment. All right, I have got it.
03:00
Speaker 1
yes yes uh yes i'm i'm at home i'm in the other room but i could be in the other room okay give me a second let me go to the the last time i saw is red i think the last time i saw was red it's neither yeah yes yes it's red it's solid red it's solid
04:00
Speaker 2
here and I'm speaking to Steven Lee Wright. And just to verify your email, it's NYCteung@yahao.com. And one of your node, the MX6200 is disconnected. Are you in the same location with the node right now? Okay. May I know what's the light on the top of this child node? Okay, no problem. Mm-hmm. You have a total of four nodes, right? Okay, because as per, okay, because solid red means it's offline. And as per checking it here, [silence]
04:00
Speaker 1
This thing, near the parents. No, it's not that far. it's uh across the room. swap location, that's it. [silence] okay, give me a second.
05:00
Speaker 2
based on the troubleshooting last time it actually is showing a good signal, but let me check is this the farthest node or the nearest node from the main parent node. Okay. I will put this to further isolate this child node, we're going to swap its location like we're going to plug in this child node to the node where it is has a working child node like swap their spot their location. Yes. And by the way, just to verify may have the last digit serial number like the five-digit serial number of this child node that shows red light.
05:00
Speaker 1
the serial number you say. Serial number. Serial number. OK. The last what? five you say? D. D like a dog. 095 zero four. OK. Lumberjack. OK. Give me a second. I just unpacked the one that is not working.
06:00
Speaker 2
Yes. Yes please. Mhm. All right, thank you. All right, so we're going to swap location for this node. We are going to unplug it first and then move it to the location where you have a working child node. Unplug the working child node from the power source. and then we'll plug in this child node. No problem.
06:00
Speaker 1
And I'm plugging into the one that work, correct? So the one that work, unplug it, right? Should I Should I plug the other and the other one back in? The other one of the room or no? [silence]
07:00
Speaker 2
Yes. Yes. And before you plug that in on the location where there is a child that is working unplug the child node that's working. Unplug it first from the power. [silence] Yes. No, when it's working and plug it first then you're going to plug in the one that's not working. And we will observe the light on the that child node with its new location. It will show a solid blue light. Then we'll wait for a blinking blue, blinking red and solid white light. [silence] Not yet. We'll wait for this one to turn a solid white light.
07:00
Speaker 1
Hopefully. Why does it happen like that? If all three were...
08:00
Speaker 2
[KEEP_UNCERTAIN] We're isolating. If... Okay. We'll... we'll still need to isolate it. If it's something to do with this child node. Since this is the same child node that we had a record that got lost connection. If this child node is, will not go... [silence]
08:00
Speaker 1
linker over blue it's blink it's solid white now
09:00
Speaker 2
Red, I mean not go white, then we will need to further check his firmware. It might be something to do with this, this router. If this router turns solid blue and then we move the one that's working to a different spot and all of them show solid blue solid white light, then something to do with the environment or on the spot, you need to optimize the Wi-Fi signal. And right now is it blinking red? Blue, okay, next to that should be blinking red. Let's give it one minute more. We'll wait for it to turn [silence] solid blue [silence]
09:00
Speaker 1
and it's it's solid red
10:00
Speaker 2
OK, so we'll give it one to two minutes more. It's back, solid white. Solid red. Okay, so we'll add another minute. I'll wait for it to turn solid white.
10:00
Speaker 1
Solid reds. back to this uh the one that's not working right back to the same other room okay Let me see you said
11:00
Speaker 2
Hello. Solid Red. We'll just leave that child node for the meantime and let's move the the working child node. Yes. Unfortunately, to the location where there is a child that is not working. We'll pull in this working child node. All right. All right, we'll observe this child node also. We'll wait for the blinking blue, blinking red, and solid white. [silence]
11:00
Speaker 1
Still blinking blue.
13:00
Speaker 2
right now is it blinking red or is it blinking blue still Okay we're waiting for blinking red [silence]
13:00
Speaker 1
5, 6 timeout. Yeah, unplug it on and then I'll put the modem. It's a solid white button. This is gonna go back to red and then yeah, yeah, just one. Yeah, it's white.
14:00
Speaker 2
you mean reset like restart? the main parent node? unplug it? turn it off and on. okay. because we're going to reserve the IP address. is it solid white? let's give it 1-2 minutes more. I'll make sure it stays solid white. and by the way, only one child node will turn red, right? during the issue. okay. and is it solid white still? on the... node that we're working with? alright. that means it's all unconnected. let's go back to the web interface. [silence] I found it a minute ago. And I just opened it and tweeted it. okay. we go on our IP, then the colon is 80. so, the dashboard. yeah. Oh,
14:00
Speaker 1
Yeah, still, because I look at it. I have a computer but not directly, it just through Wi-Fi. So, you want me and use the iOS or windows. Okay. Okay, give me a second. That's just
15:00
Speaker 2
A problematic node. Okay. We're going to access your main settings of your main parent node. We'll reserve the IP address, the one that's showing red light. This is our workaround if one of the nodes is not connecting. Do you have a computer that's connected to the mesh network already? Okay, that's okay. That's fine as long as it's connected to the same Wi-Fi your Linksys is. Can you... Let's use Windows computer and make sure that Windows computer is connected to your Linksys Wi-Fi, then we'll open a web browser. Any browser will do.
15:00
Speaker 1
overview [silence] Okay, we only [silence] hold on hold on [silence] hold on hold on hold on hold on, something's wrong.
16:00
Speaker 2
No problems. All right. On your web browser, type at the address bar P.O. Kix.
16:00
Speaker 1
just shut off and ups updating hello Okay. Where you want me to go? Yes. Uh-huh. HTTPS. Huh. My. My louder. Huh. Huh, huh. My, my. My louder. R-O-L-E-E-R-O-U-R-O-U-C-E. R-O-U. What is it? R-O-U. R-O-U.
17:00
Speaker 2
yes yes colon two forward slash MyRival.net my rival no hyphen or period comma net info info PER dot info on tps yes colon two forward slash MyRival.net myrival net dot info
19:00
Speaker 1
P. E. R. All right. My RNAi. RNA. DNA. Info. Okay. That's it. That's it. [silence] No, no internet. region. Dot F-O-R.
20:00
Speaker 2
4 Info.
21:00
Speaker 1
You sure it's not for the It's not passward. From the you know, from the mesh.go. Okay, hold on, I think you went there. Yeah, I'm in there.
22:00
Speaker 2
the Wi-Fi that's uh it's not uh that router password is different from your Wi-Fi password if you did not create our router admin password before by default the admin router password is the one that at the the bottom of the main parent note if you haven't changed that one okay all right so we'll go next to connect I'm sorry troubleshooting that's
22:00
Speaker 1
okay. okay. Uh-huh. click it. where? hold on, hold on. I already click see and I click the the check mark, correct? okay, okay. it's a add additional email.
23:00
Speaker 2
At the left-hand side, troubleshooting. And then go to the second tab, Diagnostic. And then on the right-hand side of Diagnostic, you will see there share router info with lynx, click. Click that. And then it will, yeah, click it. And it will show another screen next time. And enter this email address from there. Send that email to router.info@gmail.com. Yes. And then click the share router info with links button again. And then it, okay, and we'll, Okay for the email, enter email router info. It's one word. Rouge.
23:00
Speaker 1
router info and i n info hold on slowly slowly r-o-u-t-e-r i n f o right got it okay okay [silence]
24:00
Speaker 2
at Lin肯yes. Just one word. at Lin肯[buzzer] Correct. Then at symbol the at symbol linksys.com L-I-N-K-S-Y-S dot-com. And then click send my info button. Let me know once it's done sending
24:00
Speaker 1
Tell me to wait. Just keep spinning waiting waiting. The a failure accurate sending this email. It's failed. Okay. Okay, let me spell the letters out again. OK? R O U T E R I N F O at Linksys.com.
25:00
Speaker 2
Okay, I will give it one to two minutes more. Is there another try again or not? Click again share router info with linksys. Okay. Mhm.
25:00
Speaker 1
yeah, is that, is that.com. yeah, well that's set it right, r. i n t e r. x.com. i think again. yeah. [silence]
26:00
Speaker 2
"yes, correct" "that is correct" "yes. Sign again please." "[silence] and it's now waiting. Okay, let's wait for it."
26:00
Speaker 1
yes, it failed you accurately, send me the email okay. okay. what is it? local network, local network okay.
27:00
Speaker 2
I see that. Okay. We're just doing to cancel the process since my goal is to get your network log so that I can further check the child nodes. But let's proceed to the next step instead. Click OK to close the troubleshooting page. And then let's go to connectivity at the left hand side. And we will go to local network tab on the connectivity page. Local network tab. Yes. And then on the right hand side of local network, you will have the reserve the ICP or the ICP reservation button, click that.
27:00
Speaker 1
the HSB. [silence] No, hold on, hold on, hold on. Let's go back local network. What do I do next? [silence] Hold on. [silence] I don't see it. [silence] I'm I'm slow down. [silence] I don't see it. Oh, DCP reservation. [silence] Okay. Clicking that. [silence] Uh-h huh. No. [silence]
28:00
Speaker 2
the but button right click that below right hand lower than the diagnostic tab [silence] yes your local network and on the right hand side lower part you will see the HCP reservation button yes yes please and then on that HCP reservation list we're looking for the child node name lynx sis and then the last five serial number 0 9 5 0 4
28:00
Speaker 1
was it 095? Linksys 09504? Okay. Okay. 192.168.1.68 168. Chicken one. Okay. Where I had the DC DHCP reservation, add? Okay.
29:00
Speaker 2
Zern. Mm-hmm. Yes. And, may I know what's the IP address going on that child node? Mm-hmm. Alright. Thank you and uh let's reserve its IP by putting a check mark on it. And then we're going to click Add reservation DHCP for the child node. Yes, click Add. After it's added, it will show on the top, saying reserve. [silence]
29:00
Speaker 1
Where? Manually add. It's a manually add device reservation. The first one, the reservation address. Yes, uh sling city -5 0 4 1 9 2.1 68.1.1 68. This one, it said edit or delete it, which one? [silence]
30:00
Speaker 2
All right, reserved I P address. All right, then, uh, next, click, OK button. The, OK button, which, we're not going to delete it. since, already, yeah, reserved I P address. All right, then, uh, next, click, OK button. The, OK button, I'm gonna click OK. Then, yeah, but you should be seeing, uh, an IP DH CP IP address value on reserved I P DH P IP address, now, you should see, uh, an IP value on reserved I P DH P IP address, value for linkZip.
30:00
Speaker 1
okay okay it's a it's applied changed your router is applied changed that's okay? [silence] oh what this the [silence] router not found. you are not connected to your router. okay. router's not connected. router not found. you are not connected to your router. no connection.
31:00
Speaker 2
All right. Click try button. [silence]. Try again, click retry. [silence]. Let's [silence] Okay. We're going to check Wi-Fi again on your computer, make sure it's connected to the LENX's Wi-Fi. [silence].
32:00
Speaker 1
No. Connection. Know what happened, shall I? Oh my God. [silence]
33:00
Speaker 2
You mean, there is no Wi-Fi, the Wi-Fi is not showing up on your Windows computer. Like, it's not visible, not available to select the Wi-Fi?
33:00
Speaker 1
It's showing up, but I can't connect. It won't let me connect. That's the thing. I did. I did. There's no internet. Now. I'm not connecting to the Wi-Fi. It's not connecting. There's no internet. Yes, it's connecting. There's no internet.
34:00
Speaker 2
So on your Windows Wi-Fi under available networks, the Wi-Fi name is not showing up, right? Toggle off and on Wi-Fi again on your computer, but when you're connected, you're connected to the Wi-Fi but it shows no internet, right? The Wi-Fi is there. I would like to up confirm the error so when you select the Wi-Fi name of your mesh system, it's just trying, like it's just loading. It's connecting, right? On the Wi-Fi part, it's just connecting. or is it connected but no internet? All right, so since we've made changes on the IP address on the child and now let's check now the light on the child node if it's still [silence]
34:00
Speaker 1
Yes. If there's no connection, it's not gonna happen, nothing. Uh-huh. And then? What do you want me to do? Okay. And then? Uh-huh. What about the towel? Unplug it? [silence]
35:00
Speaker 2
red light. okay, No problem, we're going to. okay, No problem, we're going to restart the network. So we're going to perform a boot up sequence. We're going to unplug first your main parent node from the power source. Then unplug next the child node. Unplug will go next to your main parent node. and then unplug it from the power source. Give it 10 seconds and plug it back in. Not not yet. Not yet. I'll let you know when to unplug it. so for the main parent node after plugged into the power source, let's observe its light first. Well, just to.
35:00
Speaker 1
So unplugging parent, right? Unplug child, the parent, correct? And what about the modom? No unplugging? No? You just told me don't unplug the child, no. And now you're telling me to unplug the child, no? So what you want me to unplug the child, no, or no? No, I didn't do nothing yet. So you want me to unplug the parents, correct? Yes, okay, unplugging, done. What about the child? So don't want unplug the child, correct? Okay. You have to say it slowly. You're gonna say all different things you don't want me to understand.
36:00
Speaker 2
solid blue then blinking. Yes. Yes. No need for the modem, just the main parent node and the child node. Okay, let's focus first on the main parent node since we just unplug it. Give it 10 second and plug it back in. Yes, the parent. Give it 10 sec. Do not yet yet do not and then let's plug in now the main parent node to the power source.
36:00
Speaker 1
pull it back in. okay, plug back in the panel. okay.
37:00
Speaker 2
Yes, the main parent node. And let's wait for it to go through blinkings. It will show a solid blue light, then blinking blue, blinking white, and wait for solid white, give it 1-2 minutes.
37:00
Speaker 1
I don't know what you I don't know what you do but I have no power and no internet. [silence] yeah it's still blinking.
38:00
Speaker 2
or just disturbing the IP address of the channel. So it won't affect your internet. It might be that your computer is connected to the channel's to signal. That's could be the reason why your computer's showing no internet. Right now, the main parent node is it blinking or is it back to solid white? Okay, just give it few more minutes.
38:00
Speaker 1
that's solid red. I'm so messed up now. Man, I need to work another two hour. I have no internet. still solid red now.
39:00
Speaker 2
Let's give it one to two minutes more. It should reconnect to the internet. Because we didn't touch the main parent node, only the child node's IP address, it should reconnect to the internet. [silence] Give it one minute more.
39:00
Speaker 1
Yes. unplug the the internet? No, the the blue one, right? Unplug it? Oh, it's going back on. Good. Yeah. It's white already. Uh-huh.
40:00
Speaker 2
More. solid all is it solid still? going we're going to disconnect the ethernet cable on that main parent node. cable from the modem. disconnect it, give it 10 seconds and reconnect it back. Yes. the one that's connected to the internet port of the main parent node. Hmm. Yes. Uhuh. Okay, that's great. It's connected now online. Let's go back to the child node. Okay.
40:00
Speaker 1
Hold on. I want to see if it's online. I want to see if it's online. Okay. It's online. Now I'll go back to the, to the child, the one that's not working, right? Okay. It's blinking red. [silence]
41:00
Speaker 2
No, the one that we're working with with a red light. Can we check if it's blinking red? Okay. The child node? Yes. All right, so it actually disconnected from the main parent node. So it's trying to connect now. We'll give it one to three minutes on that child node. We'll wait for a solid white light.
41:00
Speaker 1
I gotta see the other one is it connected too? They're all blinking red, I don't know the main parenthood is is this white solid white
42:00
Speaker 2
Yes, they're blinking red as well. So we'll just give also them time to reconnect. Okay, no worries. The child node are still in the process of reconnecting back. So we'll just give them some time to turn solid white. Since you've restarted the main parent node. okay so here is the thing next we're going to perform boot up sequence only with the child node so unplug all the child nodes from the power source.
42:00
Speaker 1
One of them is on. I just unplugged the one that is messed up. But I'm gonna go check out the other one, see if it turns white. Okay. The other two turn white already, solid white. Now I have to go back to the one that's messed up. Let me see if I can plug it back in. I'm gonna plug it back in and see what's going on. It's just going to connect it. I just tucked it back on.
44:00
Speaker 2
Let me know once done, unplugging all the child nodes from the power source. Okay. Okay. All right. Yes, please. All right, so we'll just give it two to three minutes. We'll see our solid-blue, blinking-blue, blinking-red, and solid-white light.
44:00
Speaker 1
Still blinking blue to see why Bud
45:00
Speaker 2
thanking you it means it's restarting so next to that should be blinking red. And is it now blinking red on the child node? blinking blue, Kay?
45:00
Speaker 1
No, it's just solid white now. Let's see what's going to, it's going to stay solid way or not. I don't know. The what? Yes. It's red. It's solid red again. Then I'm going to put you back in here. That's when I'm going to read the other people in town.
47:00
Speaker 2
And still blinking blue on the child node. Okay. Let's give it one minute more. And do you have the Linksys app installed on your smartphone? Linksys app. Do you have it on your phone? Let's open your Linksys app. And we will check the signal strength of this child node. Make sure it's getting good signal. Let's give it one minute more.
47:00
Speaker 1
Okay, what you want me to do? I'm in the apps. Network Hold on huh? Network animation animation, right? Okay. Okay, okay. So use the one that working right. The childhood or the parent? Okay, one, first one. What you want to know?
48:00
Speaker 2
All right. Okay, on the app, go to network administration page. And then, select your nodes. And then select the working child nodes from there. And I'll give, I'll get their negative numbers and negative dBm. The working child nodes.
48:00
Speaker 1
Hmm, 262. there's no number they just uh 100% connection 0 dpm 0 dpm still solar red
49:00
Speaker 2
the numbers, the negative numbers, the dBm. What's the number showing there? And the details. Signal strength, the numbers. Uh, huh. and how about the other child node?... zero dBm as well. and going back to the node that we're working with, is it solid red still or is it now solid white? all right. So, this node we will need to reset and reconfigure it. Since preserving its IP address, restart...
49:00
Speaker 1
Okay. Unplug it, right? Right? Okay. Okay. Okay. Okay. Plug it back in. No. Okay. And there's solid blue.
50:00
Speaker 2
unplug it, then bring it closer to the main parent node. plug it into the power source. and then let's wait for it to have a blinking blue light next. okay, waiting for a flashing blue light.
50:00
Speaker 1
Okay. It's blinking. The, the channel, right? Reset button, right? I'm gonna, I'm gonna press it. I tell you when to release it, okay? Okay. I'm gonna press it now. One, two, three. Okay, I pressed it already. Tell me when to release it.
51:00
Speaker 2
All right, so we're going to reset this child node. So at the bottom of it, you'll see the reset button. Press and hold it for 20 seconds. Yes, only on the child node. Press the reset button. Yes, reset. Yes. All right. No problem. I'll let you know when, yes, I'll let you know when to release it. Okay, so you may not be able to.
51:00
Speaker 1
Okay, solid blue. Okay, just blink and then [ silence ] [ silence ] still blinking blue
52:00
Speaker 2
release the reset button, and then may know what's the light on the top of this Child node, Alright, so next we'll wait for blinking blue, then solid blue light, Okay, so we'll give it one to two minutes turn to a solid blue light, Okay, still restarting, so we're think for a, [silence].
52:00
Speaker 1
It's over. Okay, it's all blue already.
53:00
Speaker 2
Solid blue. Let me know once it shows the solid blue light. All right, so we're going to add that using the pair button. The pair button will be on your main parent node. The pair button is between the reset and the power button.
53:00
Speaker 1
[KEEP_UNCERTAIN] I don't know which one is which. But the biggest but the big button, right? Okay, I'm gonna press and you tell you when to leave it. Okay? Okay. 1, 2, 3. Okay. Nothing one two. Now? Release it? It's going to play white. Yeah, nothing
54:00
Speaker 2
a pair button for one second on the main parent node. Local sub local sub just set in the power button. That's, the pare, button. sensor as the big button, press it for one second. Yes. 1001 release the pare button. Yes. Yes. And then let's check the light on the main parent node, if it's blinking white. And then let's observe the child node, if it starts blinking blue as well. All right, So they are on the process of adding now. So childnode is pairing with the main parent node. So we'll give it two to three minutes. We'll wait for a solid white light on the child node. [silence]
54:00
Speaker 1
It's solid white, but... Oh, hold on. It blinks in white. So, the child note is blinking white. Both of them. Blink and white.
56:00
Speaker 2
Okay, so it is... two minutes breaking white.
56:00
Speaker 1
The chow is solid white.
57:00
Speaker 2
OK. So I have one minute more, one minute and 20 seconds.
57:00
Speaker 1
no, it's blinker white. yeah, it's still blinker white. the child was shot and praying ricky,
58:00
Speaker 2
and how about the main parent node it is solid white as well we're now waiting for a parent node become solid white and is it still blinking on the main parent node okay I'll give 30 seconds for the main parent node become solid white
58:00
Speaker 1
now it's hiding okay give me a second Okay is plug in
59:00
Speaker 2
All right. So we can now unplug the child node from there and move it back to where you had it before. [silence] No problem. [silence] And it works.
59:00
Speaker 1
Okay. Thank you. It's pretty far down now. Just keep. One level. [silence]
60:00
Speaker 2
solid blue light right away. So let's give it again 3 minutes. will go through solid blue, blinking red, and solid white. All right. And while waiting for the child's node, um, let me gather the your network topography. How big is your house when when in terms to square feet and how many levels does it have?
60:00
Speaker 1
We'll, square feet, uh, 2,800. yeah, seems like one.
61:00
Speaker 2
one level only. And how about the square feet? 2,800, okay. Thank you, 'cause each of this node can cover up to 3,000 square feet. So, meaning it should be able to cover your house but since one of your child notes keep on disconnecting showing red light. It could be that there's overlapping of Wi-Fi. And for this one, do you have a pen and paper, Steven? Because if this child will turn solid white light and the issue again happen with the same child node, you may need to contact us back so we can further provide recommendation for this child node and just provide the ticket number. They have a pen and paper. Alright, no problem.
61:00
Speaker 1
what is it? 1239 56 no, it's solid white now, but I don't know how long it's going to stay. okay. [silence]
62:00
Speaker 2
All right. Your ticket number is 1 2 3 9 5 6. All right. This is for the child. Let's keep on disconnecting. Let's keep on disconnecting. So, actually, you're calling with the same issue prior. Like the last time, involving this child node. And going back to the child node, now, is it flashing red? All right, so we'll make sure it's connected and online. Let's check your this child node on the Linksys app. We'll make sure it's online from there.
62:00
Speaker 1
The link to the app I hated it takes forever. It just didn't wasn't spinning. Okay. Who you want me to look at? Okay. Uh huh.
63:00
Speaker 2
Let me know. When, you're in the main dashboard. You, can first, close the app. Try first, close it, and then open it again. Silk. Go to the menu option, the three lines, then network administration, and let's check this child node from connected nodes, then select it, and I'll get the signal strength again, the numbers. Silk.
63:00
Speaker 1
0 BPM. yeah [silence] Which one the other two? Now, the other one is 45 BPM. The other working is mining. minus 51 BPM. [silence]
64:00
Speaker 2
DBM and can we go back to the previous child node? Let me check if there's any update with its signal strength if it's still 0 DBM. Yes the other two that are working fine. Okay that's great. And then the other working? Okay thank you. So for the one at 0 DBM it will eventually change to a different number so most likely 45 to 50. That's actually a good signal. So we're going to give this child know when we're working with um time frame.
64:00
Speaker 1
Okay. So if it happens again, what's going to happen? I have to buy a new one or you guys be paying? Okay. Okay. Love it. Love it. Thank you. [silence]
65:00
Speaker 2
If it, if it goes solid red again, please contact us back and provide that ticket number that I have provided, okay? With something to do with the child node, if that will turn red again. All right. So, for now, we're all set, Steven. And is there anything else that I can assist you with rings this? Please contact us, please contact us back if he's the same child node will go back to red. Provide the ticket number that I've given earlier. Since that will be the reference for that child node. Yes. All right. Anything else for your links device. You're welcome. And thank you for your time and patience and doing the troubleshooting. Steven, this is once again, Raquel. I'm happy to assist you. Have a wonderful night and thank you for calling Xsuz and take care.
65:00