V2 Rubric Detail — c8b1e738-70de-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 21:42
Duration
75m 44s
Contact
Eric Kwan
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134859
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Adding new child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp2.50/5
Overall70.9% (+14.9)

V2 Grader Summary

The agent successfully resolved the issue by adding the WHW01 node using the correct 5-press method and confirming it turned solid blue. Despite fragmented communication and redundant steps, the agent maintained ownership, applied accurate technical procedures, and achieved full resolution. Empathy and effort reduction were limited but not absent, warranting Partially Met on X1–X3 rather than Not Met.

V1 Case Analysis

Customer attempted to add WHW01 node to MX2000 mesh. Agent gave incorrect web UI instructions (wrong URL, recovery key, password rules). Eventually used correct 5-press method. Printer still not connecting. Out-of-warranty confirmed.

Troubleshooting Steps
  • Collected model and serial, performed warranty lookup.
  • Attempted to access router UI at 192.168.1.1 with incorrect recovery key and password instructions.
  • Guided customer through 5-press reset on parent node to pair the new child node.
  • Attempted basic printer IP verification.
Key Observations
  • Agent started with completely incorrect procedure (web UI setup) for adding a mesh node, which is not supported for WHW01.
  • Provided multiple materially wrong technical instructions: recovery key not required, wrong password rules, and confusing browser warning bypass steps.
  • Eventually used the correct 5-press method, which worked, but only after 45+ minutes of inefficient troubleshooting.
  • Failed to resolve printer issue and offered no concrete next steps beyond checking IP.
Positive Highlights
  • Collected correct model and serial numbers and performed a warranty lookup.
  • Eventually used the correct 5-press pairing method for the WHW01 Velop node, which successfully paired the device.
  • Maintained a polite tone throughout the call despite customer confusion.
Agent Errors / Gaps
  • Provided an irrelevant URL (intellisense.app) at [01:00] instead of the correct router access URL.
  • Instructed the customer to enter a recovery key at [42:00] which is not required for adding a child node (per universal_factory_reset.md and universal_mesh_node_management.md).
  • Imposed non-standard password complexity requirements at [45:00] (10+ chars, special chars, uppercase, no repetition) not matching Linksys UI defaults.
  • Gave confusing and incorrect steps for bypassing the browser 'Your connection is not private' warning at [38:00–40:00], leading to repeated failures.
  • Incorrectly claimed the recovery key was from the parent node at [43:00], when it is not used in node pairing.
  • Failed to recognize that the 5-press method is the standard and only correct way to add a WHW01 node to a mesh (per universal_mesh_node_management.md and universal_5press_models.md).
  • Failed to resolve the printer connectivity issue and offered no actionable guidance beyond checking IP address.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms the new node is fully connected by stating 'everything is set up, so you can now unplug the new node here, bring it to where you want to put it' and later affirms setup completion (≈57–58 min).
R2 Partially Met Diagnostic thoroughness conf 88%
Agent conducts troubleshooting (IP config, 5-press, UI access) but with repeated backtracking, confusion over device labels, and inefficient navigation (e.g., restarting browser steps multiple times).
R3 Met Correct resolution path conf 92%
Despite initial warranty concerns, agent continues full troubleshooting and successfully adds the node, aligning with OOW best-effort standard by not dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 83%
Agent collects model, serial, light status, and network details but questions are disorganized and repeated; root cause (node pairing) is addressed only after prolonged confusion.
T2 Met Appropriate tools / resources used conf 94%
Agent correctly applies the 5-press method for WHW01 (supported per KB), uses command prompt (ipconfig) to verify connectivity, and guides to 192.168.1.1 — all appropriate tools for the scenario.
T3 Met No misinformation conf 95%
Instructions like 'press reset five times within five seconds' and recovery key location are factually correct per KB; no technical inaccuracies that derail resolution.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains call flow but lacks initial framing, repeats steps unnecessarily, and fails to regain control during customer confusion (e.g., browser access issues).
C2 Partially Met Confirmed understanding conf 77%
Agent uses terms like 'IPv4 address' and 'recovery key' without simplification; minimal comprehension checks despite customer struggling with basic navigation.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owns the case end-to-end, does not transfer, and persists through technical hurdles until node is added and confirmed functional.
O2 Partially Met Proactive follow-through conf 82%
Agent advises waiting 'a minute or two' for node stabilization but provides no specific timeline or proactive follow-up plan.
O3 Partially Met Closure confirmation conf 79%
Customer references prior successful setup, but agent does not acknowledge or use prior history; treats interaction as new despite continuity cues.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore E2 is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent remains polite but offers no explicit empathy (e.g., no acknowledgment of frustration or effort); interaction is procedural but not dismissive.
X2 Partially Met Tone & rapport conf 84%
Agent continues at a technical pace despite customer confusion; however, persists in guiding rather than abandoning, showing basic engagement.
X3 Partially Met Overall experience conf 81%
Customer repeats inputs multiple times due to unclear instructions, but agent eventually guides through critical steps without adding avoidable holds.
Call Transcript124 turns · 137 lines
Speaker 1
[silence] Yes, I'd like you to help me to set up my Mesh. I just buy it from Amazon.
00:00
Speaker 2
Welcome to Lynx 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.lynx.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, please have your device's 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. Thank you for calling Lynx, this is Carolle, how may I help you? Okay so this is for initial set up sir. Do you have an existing mesh sir? Or this is really an initial set up of your
00:00
Speaker 1
I already have set up the last time a call. I finally get like a pair, right? One pair. And now I just order one, A just order one from Amazon. Yes, exactly. exactly. So, so including this one, I only buy this one individual from Amazon. You need a model number or the serial number? Yeah, the model number. Let's see. You, let me see where's a model number. Is there. What did they start? Okay, so If you go to your browser and type in intellisense.app, intellisense.app
01:00
Speaker 2
Uh, no, but, uh... Mm-hmm. oh oh, okay. This is like an additional node already, correct? iPhone has no know. Mm-hmm. okay, let me just, yes, we have the model number of the, the additional node. That's it. Just say yes. Yes. Yes. You can check it at the bottom, sir, at the bottom of the device. [silence]
01:00
Speaker 1
Oh, I got you. Yeah, yeah, sorry. wh let's see. WHW01. uh 25F. 1060. 99. 08 428. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
02:00
Speaker 2
um... it depends, sorry, is it the M, is it the W, is it, uh, m... that's an... [silence] and how about the serial number? [silence] ok, let me just check if I got that correct, um, information, the device model number is WHW01, and, um, the model, uh, the serial number is two five F for Freddy one zero, 22, um, [silence] uh, confusion. [silence] I wanna, I wanna grab it, and like, copy it, and put it here, BJ, um, but I can, but I can't find it, yeah. [silence]
02:00
Speaker 1
Yes. Yes. Yeah, I Yeah, I just got it from Amazon. White White color on the bottom is your number. [silence]
03:00
Speaker 2
Um, is that the new router, sir, that you've um uh you purchased? Um, what's the color of this um node, sir, or this router? um because um the serial number, sir, doesn't have a different results for the model number. Is that the um serial number at the bottom of this new device?
03:00
Speaker 1
Maybe I read that wrong? Hold on a second. Let me test something. Yeah, that is... 00:00:10,600 --> 00:00:33,370 the serial number is 25F1060998428. The model number 00:00:54,950 --> 00:00:58,700 WHW01.
04:00
Speaker 2
can you double check it for can you read it again? so this new game is a mind you've had that one in the back the child wine fine or to hear a computer so even here
04:00
Speaker 1
yeah yeah there's only one like a speaker yeah on the bottom and do you need another number? the mak address? Okay. so what what's happening? doesn't work? All right. right. you know what? this is a new one. let me tell you the old one, okay? I want to make sure that you
05:00
Speaker 2
That's the one that you can find it at the bottom of the router, right? on the sticker. No need with the back address, sir, because I'm just concerned right now with the serial number because it has a different results when I check it on our system. Hold on. Let me just check. You've mentioned that you just purchased it from Amazon.
05:00
Speaker 1
The old one works too because I just change my uh I just change my uh my internet that's why okay just while I call I and first of all I make sure the old one is working okay because my internet change uh T-Mobile the same the same thing like before Let me tell you my my my old product first the one I already have I want to make sure they're working the model number MX 2050 David Ken Michael number two jet dot 09449
06:00
Speaker 2
okay but who's your internet service provider sir? who's your internet service provider? okay, what's the um name of the parent node? okay. how about serial number?
06:00
Speaker 1
That's the one I taught before and you helped me to set up. It worked pretty good. And I just... We include this one as two. It comes with a pair. [silence] right as a pair. From amazon. I don't know if I registered it. I bought it last year.
07:00
Speaker 2
How many notes, uh, how many existing nodes do you have, sir? Okay. So, um, again, you've got two MX, 2000. You bought it a spare, right? Speak, right? Okay.
07:00
Speaker 1
Uh, the net. Oh the new one. I just told you so you said you cannot connect. So I just want to make sure the old one work first mistake just changed my network today. So all right white. Right. All the color, blue. Right now it's blue. Because I already hold off to the router.
08:00
Speaker 2
Okay. Um, how about, um, I'm on the box, sir, that came along with this, the new device that you have? Do you have, uh, information of serial number in there? Yeah, sorry, the new one, the new, um, device that you bought from um Amazon. Yes, the, Okay, what's the color of the light on your mode, on your main node, sir? Is it white or is it blue? Yes. How about the other, um,
08:00
Speaker 1
okay sأت that downstairs and tie put it into downstairs okay hold on silence It's real much so.
09:00
Speaker 2
Uh yes. And how about the other notes? that are um... Okay.
09:00
Speaker 1
okay okay so this okay now we talk about the new one okay and I try because I they also should I should I hook this one up with the with my end end and another new because I have no room for the router okay okay so I have the return to Amazon then so
10:00
Speaker 2
No, if it is blue sir, that means it's connected. It's already set up. It's communicating and now to your the internet. Okay. Okay. You don't need sir, but we can actually add this one, even though you have an already existing um working node, but I'm just um like concerned right now with the new node that you have sir, because if the serial number doesn't coincide with the model number? Okay? Um, let's just
10:00
Speaker 1
Yeah. Yeah sure. Yeah. I don't know if it's for you. um what are we looking for on the box? The box the box is like um uh Lansky certified refurbish 90-day warranty. Are you what are you looking for? I I only see the FG number. W H W0101. That's a model number. That should be. I'm not sure if this is the correct number that you can see. What would be the 101? Ooh.
11:00
Speaker 2
Okay. Serial number sure. Uh, this new node. Do you have the box? Is it, um? It has a box. I only. Please verify. Do you have the box? Is this, uh, new node that you have? Is it um? So, I have my presence here. I'm Sarah. Seat. Paying for. Payment for the. bamboo straws and detox, uh, treatment. Can you mark your mics? Yeah. Um, sorry. I'm the treat yourself. Is a
11:00
Speaker 1
Right. In the box, there's a different than the new. Remember the, you asked me the model number before. WHWO is a U-O-L. 101. Oh, zero. Okay. WHWO 101 dash dash. Robert. Model number two, cat, Apple. Okay? That's on the box, the model number. Right. I am. I'm to C-A. To CA. Number two.
12:00
Speaker 2
yes yeah that's zero sir mmhm that's on the box right okay w-h-w-0-1-0-1 correct dash RmCA
12:00
Speaker 1
Okay, that I think that's a model number. Different then individual. The same, we don't think, we don't see anything on the serial number on the box, right? It's only a bottom number. Yeah, model number. Let me see the serial number. I don't see anything. No, I don't see anything. Yeah. The number already. people's up here. 917 881 5470. Do you have a record on my name and the phone to. Good, okay, good. Okay, good. One. Yeah.
13:00
Speaker 2
um yes that how about serial number there is no um SN like S slash N okay so can I have also your phone number um let me just pull up using your phone number sir okay all right um is it under mr um Eric Wan and then email um and then email is E-R-I-C dot W double A-N triple C S O-U-T-H-A-F-R-I-C-A at gmail.com and that's correct yeah yeah okay
13:00
Speaker 1
Yes. Yes. not today. Maybe not last week. Maybe last week. Amazon. Yeah. I got it from Amazon. Yeah. I don't I don't think [silence] [silence] [silence]
14:00
Speaker 2
kick WAN 01 at gmail.com. Okay, all right. Okay, hold on. And just for, verify, did you turn it on this router? Where you mentioned that you just got it today or you just, um, you just received it. Do you have, do you still have the receipt, sir, when you got this from Amazon. Uh, do you still have that? Okay, um, it's okay, sir, I'll be um sending you an email and then please reply to that email, sir, with a screenshot of the um receipt, okay, or the proof of purchase so that we can like validate the warranty of this new router.
14:00
Speaker 1
okay. okay, because antroliason don't know going to receive. you know that? Okay, let me see. Let me see what can I find. Okay. Okay. Yeah. Let me see. Yeah, I have all the pictures. You talk about the new one right, not the old one right? Only the new one. yeah, then. Okay. Okay. I only can see the
15:00
Speaker 2
[KEEP_UNCERTAIN] um, um, w, W01, okay. How about just the order details? Yes, the order details or the confirmation of your, um, order. When you go to, Amazon, you go to your, um, order history. Yeah, no, not the new one. The old one. The new one, since we are going to set up this, uh, new, um, new device. To be, uh, yes, only the new one. And you, uh, okay, hold on. Let me just check. Yeah, I'm, uh,
15:00
Speaker 1
Okay. They said purchased one time last purchase June 18. That's when I purchased. That's a picture I can give you. Okay? Yeah, I did. Okay. Have you sent me the email yet? [silence] Yeah, sure. They have everything. I will send you the picture. They have everything. Well, I think it's only 90 days. The warranty is 90 days.
16:00
Speaker 2
But, yeah, and I'm still trying to sign it. But that email or that thing shows the date of order with the name of the device, right? Read that so that we can update the warranty status of this router because I was able to check now the serial number and it shows it here that it's already out of warranty. So, since you mentioned that you just got it in June, so we need to change that, yes.
16:00
Speaker 1
Yeah. Yeah. Yeah. okay. What about, uh, what about the paper in the, in the, in the box? They have some, some instructions, you know, 90-day warranty, that's what it's the paper says. No, they didn't say nothing. No, no, there was nothing. No, I already took a picture. I'm going to send it to you right now. Okay, so
17:00
Speaker 2
Okay. So I already sent you an email. Please reply to that mail, sir, with this, attach the screenshot of the purchase order. Um, what do you mean, sir? Like the, uh, is it like, uh, tell you that the information, when did you order it, when did you receive it? No, well, we need that information. Sorry, that's the information that we'll be needing. So just, uh, I do believe that, uh, we can find it on your, uh, purchase order history, sir. Okay.
17:00
Speaker 1
So Give me a second. Okay. Cause I have to use my computer Okay. In a second, ok? I'm turning on the computer; Yeah; Okay; Yeah; Yeah, you there? Hello, I think I just sent it.
18:00
Speaker 2
Okay, just let me know once you already sign it, sir, so that we can, um, I can double it, I can check it, okay? Just let me know. Thank you. Yes, sir. Yes. [silence] Okay, let me just check. Give me a few minutes. So everything set off, everything's fine. So, when are you going to go? And so I'm still checking it for a moment. OK, so I received the screenshot. So let me just verify this. The new note that you have, did you already try this?
19:00
Speaker 1
let me see yeah yeah yeah yeah I'm next to it now yeah yeah they're still purple yeah they still wink partitioning now side by side You want you want what? No, I'm using my phone. Because it's like my computer, okay. Well, my, my computer, I, okay, I can, I can't do it just turn it back on because I just reset it, okay. So, the, the thing is like, the reason why I have this one, I want to buy one more because sometimes when they come in, my compute, because of my computer is in the back room, okay, they always not right away, they always say, the internet is not connect, so, I have to wait a little bit, and then, then they did, they connect, okay. Like, okay, no, I have to change that, because I... [silence]
22:00
Speaker 2
Okay. So, on your computer right now, sir, you okay. We are going to use your computer. Okay. Can we use your computer, sir? huh. Hmm. Hmm.
23:00
Speaker 1
I haven't changed my password on my internet yet my new one you know what I mean? I just got a new uh so I could put it on you made a little time for that okay I did the wi-fi connection okay so let me let me uh set up my wi-fi on the computer first I'm it's almost done I'm looking for my password there's
24:00
Speaker 2
Yes, sir. Yes, so what we're going you're sorry is we're going to um add it to the existing or the current um mesh network that you have. Okay? So to add this one, we're going to use the user interface of the parent node to add this um new router. Okay, so we're going to use your computer so that it's easy for us to navigate. Okay.
24:00
Speaker 1
And also, I have a printer. I have a printer in the bedroom too, you know what I mean? Like, they all the they all the that's them. That's what you call it. That's them, right? So, okay. Can connect on this network. I don't know. trying mobile connect automatically okay let me see how to work yeah I know that it's a maybe I I typed the password wrong because I just set up the new Wi-Fi today so I will change the Wi-Fi on from my computer too that's why I'm working on it and maybe I typoed Wi-Fi as a password not right five three eight three two F A K As B yeah
25:00
Speaker 2
You, now, um, you should connect your computer to the uh Wi-Fi signals from the parent node. Okay. Mhm [silence]
26:00
Speaker 1
I think it's working now. It's connected. Okay. So what you want me to do is connect. I bet it can. Yeah. I'm ready. 192.168.1.1, right? Okay.
27:00
Speaker 2
Does it shows, shows connected? Okay. Okay. Okay. All right, on your computer, could you please open, please, uh, Google Chrome, okay? Then once you open Google Chrome, on the address bar, please type these numbers 192.168.1.1. Yes.
27:00
Speaker 1
You told me to go forward. Okay, so I asked me to login. Login. Okay, login, let me see the login. I'll login. I'll login. Hmm. No, wait. I should login first, right? Okay, I'll have to login. So this is the route 1.1. That's a router configuration center. Or you want me to go back? Okay, when I start, I see it, a middleman lock in.
28:00
Speaker 2
Yes, press enter. Okay, it's asking for router password for access Router. Is it asking for router password or? What's on the screen right now. Is it Access Rope or is it just Access Router? So what options then you can see there? Can you describe it to me?
28:00
Speaker 1
Amine panel type. They ask me to login. I mean login. Or they have the link. They have the link. I click the link, right? 5:55. I've done use as a default gateway. I mean panel for many home router allow you to change your Wi-Fi in network. Okay. So. Yeah. I already searched. Is it shows. It shows.
29:00
Speaker 2
Mhm. Uh-huh. Hold on. How about this? Um, let's check first what is your um, um IP address from your linksys router. Can you um, on your computer. Okay. Can you click on search at the button on the taskbar? Okay. So you have their search on the taskbar, right?
29:00
Speaker 1
It shows 192.168.1.1 lock-in emit. So I should pick on it, right? Right, yeah. Yeah. [KEEP_UNCERTAIN] you want me to type the CMP so you want me go back then type again okay you know what let's start again let's start again okay I I type I type the number when I I I dot one one you know to the Yeah. Where's the search I don't see any search. You know now I now I go to Google.com now. I didn't do anything. Yeah I'm I'm I'm going to start over again. Yeah.
30:00
Speaker 2
yes not on Google Chrome sir. okay hold on hold on um yes sir how about close that page first close everything on your computer okay close any browser and then at the bottom right now of your screen there's an option search right no not on Google search oh yes close Google Chrome. okay so again on your computer you can see there on the lower right hand side corner you have there the time and date the Wi-Fi icon right? and then can you see
31:00
Speaker 1
no. I don' know. Hey. no. I, no. I'm going back to the to the beginning. I didn't do anything. you. I have typed the number you gave me. I haven't typed the number yet. That's why I'm saying we started all over again.
32:00
Speaker 2
there search on the same line on the taskbar. Do you have the search? or how about this? If you're going to click on the uh windows icon, the windows start menu. Sir what's in the taskbar that you can see there right now? Do you have their search or you have the date? Um no sir, not on Google Chrome, sir. Well, um, you close Google Chrome first. You close it. You close any
32:00
Speaker 1
do you want me to close it yes, I'm already close. I'll already close. I'll start again. So, should I? just okay. C-M D. Okay, let me step by step. C-M D, right? C-M D V, and I search, right? Open, right? Okay. Now, I see the comment right.
33:00
Speaker 2
browser. Okay. Yes. Okay. Again, sir. Okay. At the bottom of your computer screen right now. Okay. Do you have there options search? Do you have there the start menu? Okay. Under search, please type c-m-d-i-t-s C-M-D-Y-E-S. You have the, it will open um command prompt, right? Yes. Open command prompt. All right. On the command prompt, kindly type in there IP config. Let me see if I
33:00
Speaker 1
IPC, IPC. Okay, I got you, I got you, I got you. Oh, another letter. Okay, okay, okay, okay, okay, I got it. IPC, CPC, IPC, Z O N F I G. Enter, okay, now you see more stuff in there. Okay, number three, one, nine, two, one, three, five. Okay, we have a solution, we have a solution.
35:00
Speaker 2
Have in there right now is just IPC and then after Cisco, it's O2-0 for Oscar orange and then N for Nancy and then F for Freddy, I for India and then G for George. Yes, that's one word and then you press enter. Okay, look for wireless Ethernet adapter or wireless connection and then check, then what is your IPv4 IP address or IPv4 address.
35:00
Speaker 1
192 dot 1 6 8 dot 1 dot 2 2 2. I only have one IPV4. Yes. That's the only one I have. And okay, the default gateway 192 dot 1 6 8 dot 1 dot okay. Yeah, that's the one you gave me. Same thing. Close it. Okay, I close it. Right. Close it. Yeah. [silence]
36:00
Speaker 2
How about your IPv4 default gateway? Again, 192.168.1.1. Okay, really close this page and then open in Google Chrome again. When you open Google Chrome,
36:00
Speaker 1
Yeah, yeah, I see that. Yeah, open it. Open it. New new window, right? Oh, okay. New integrating window. I got it. Okay. Okay, now, you, you're going. I got to, I got to, I got to. All right. So you, you want, so you want me on the search bar, right? Type the number, right? Okay, 198 198. 192 168.
37:00
Speaker 2
On the upper right hand side corner, you have the um option for three dots, right? Okay, click on that and then select, on new incognito window. No. Yes. And then on, okay. And then on the address bar again, you type the numbers 192.168.1.1. Yes. Yes. No sir, 192.168.1.1.
37:00
Speaker 1
0.1.1. okay? enter? okay. okay. okay. okay. okay. Advance. the advanced doesn't work. okay. okay. Okay. uh uh. uh continue maybe. uh. Okay. and uh uh continue to see how the word, okay? No. Okay, your connection. Your connection is not private. Back to safety. Okay connect. So, how can I pass this warning when you continue your browser show your warning message.
38:00
Speaker 2
yes. Okay. All right. Just click on, um, advanced or proceed. okay, what options do you have right now on that page? Your connection is not private. Yes. This page can't prove it's, it, um, continue. When, when you click, yes, click on proceed
38:00
Speaker 1
OK. no it's still not going anywhere i gotta back to safety yeah drink we said ranch but it doesn't work it won't go it don't go I'm trying. Yeah, I'm here trying. Keep trying. OK. No, don't go. Don't go. No. No. it's not it's not move. Unsafe, right? Posting unsafe. No, don't move. Click Advance.
39:00
Speaker 2
click on proceed Sir click on proceed [silence] NO, Sir, look for um option continue proceed or advanced [silence] can you try it again Sir? [silence] so nothing happens when you click on proceed. [silence] NO, not on unsaved, Sir. [silence] just click on proceed.
39:00
Speaker 1
Yes. I click on proceed now. it have a click advance to proceed. Advance. Yeah I'm clicking on it but it's not working. it's not moving. Maybe I do it wrong? Think. you know they don't they don't show that. When I when I click that like you know they have a crook on it. Click advance. I click advance then proceed. And then continue. Let me see. Now you got to go advance. advance Oh it's it
40:00
Speaker 2
Yeah, click on advanced first, sir. Click on advanced. Yeah, possible, sir. It should go up, continue once you click on advance. When you click on advance, sir, it will open another option. You have to proceed then. It's actually one easy goal because it's going to be. Yeah. Yes.
40:00
Speaker 1
Okay, now they're moving. Keep your Wi-Fi handy. Nothing. That's what it is. I don't know where to go. Okay. Continue and stay smart Wifi. Okay. So should I download it? They have an app, right? Okay. Got you. I'm clicking right now. Okay, waiting. Here's the small Wifi. Okay. Okay. And there, we cover key. What is a recovery key? No. No, they said reset my password. I see Wi-Fi name.
41:00
Speaker 2
And then, do you have the option connect to smart Wi Fi? We are. Yes, click on that. No, no, say, no, click on connect to continue to smart Wi Fi. Okay, hold on, let me work. Is it asking for router access? or access router?
41:00
Speaker 1
And now enter the recovery key from your note
42:00
Speaker 2
Okay, okay. The recovery key, sir, is at the bottom of your par node. No, do not unplug it just check it at the bottom. Like around five numbers, it shows you there's a label recovery key. Recovery
42:00
Speaker 1
70621 is is what it is. yeah. okay. I'll just take a picture and make sure okay. I'm going back now 70625 70621. yeah. okay. Submit. okay. okay the key didn't work. try it again. 70621 doesn't work. okay. I can.
43:00
Speaker 2
yes. go back to your computer, then tap that recovery key. I'm, uh, that the, um, the recovery key of your parent node, the, um, uh, uh, uh, um, uh, the MX 2,000, right?
43:00
Speaker 1
Yeah, if you want me to put that one, the right, uh from the old from the old one. Okay, Let me check the old one. Okay, the old one is okay. I see that kind of come in the room, 880. Okay, 880. Okay, moving.
44:00
Speaker 2
Yes sir. It should be the one that's from the parent. No, not the new node. It should be the parent. Derek, yes. [silence] [silence]
44:00
Speaker 1
going. So we we set the password or what? Okay. Okay. Okay. [silence] You ready?
45:00
Speaker 2
Okay, yes, this is, um, this is, uh, what we're doing right now is we're focusing first on the old router, the old parent node that you have, okay? Nevermind the new node, okay, because we're just trying to, um, add this, um, to the network. So nevermind the new node. I will tell you when to check or when to use the child or the new node, okay? Okay, so right now it's asking you to change the router password, okay? So please create a router password, minimum at least 10 characters, combination of numbers, letters and special characters, and then at least one special character, at least one uppercase letter, and no repetition of characters.
45:00
Speaker 1
I already alright. Mm-hmm let me just close right. I just and I got it just been I'm going to
46:00
Speaker 2
Okay, once you create a password, just click on next or okay. You can actually go to your support.umass.com. Okay, and the thing is the person's cell. [silence]
46:00
Speaker 1
So I gotta, [silence] put the letter to for him, right? Okay, now, now I put reset. Reset, right? Okay. Okay, wrong number. Unexpected error. Please try again. Okay, so maybe, maybe the name, I put it wrong. I don't know what I did. Yeah, I want to create a new email password. I just put my password in there and then I have to put the password hint, right? Just like you put whatever the name I want in the word.
47:00
Speaker 2
Yes, yes. Uh, what's on the screen right now, sir? Uh, what's on the screen? Mm - hmm, yes.
47:00
Speaker 1
You put it down, right? Okay, so maybe, okay. Now, I try to put only three letters, okay? It's too short for the hint? Okay, let me tell you to set again. Okay, I do one, two, three, four, five, six, seven, eighty-nine, tent eleven on the a password. Okay, they're all wrong. So two, two, nine, A, we encounter unexpected error. What is that? Unexpected error, 2290. '228'.
48:00
Speaker 2
Hey, that's okay sir, that's fine. Okay. Click on reset. Um, no, I'm sorry, unexpected. So what's on the screen right now after you click on reset, sir? What's the number? Okay. Okay. Alright, could you close that page it seems that it's not allowing us
48:00
Speaker 1
What? What is it? Okay. Hold on. So, what do you want? Windows issue. Windows issue. My, uh, internet. Everything is close, side by side. No. Yeah. You mean the old one? Not the old one, right?
49:00
Speaker 2
They just, uh, let's go, let's go to your parent node right now. Let's go to your parent node, let's go to the old node, okay? Okay. On your parent node right now, sir, let's try another way to, um, add the, um, new node to the network. Again, they are near to each other, right? It's like, um, how many feet away? Okay. Okay. Okay. Okay. So at the, um, at the bottom of the parent node, sir, you can see the reset button, right? [silence] Okay. [silence] Yes, the old one, yes.
49:00
Speaker 1
Well, okay. Yeah, I'm here now. I'm ready. You want me to do it? OK. OK. OK. You want to do it now? Now, right? OK. One, two, three, four, five. OK. No, same thing for all.
50:00
Speaker 2
the old one, okay. [silence] To do this one, sir. you need to press the reset button five times within five seconds. It's like press release, press release five times in five seconds, okay? It should be just five times within five seconds, okay? Okay, sir. Yes, okay. So, wait. Um, if the um, child note right now, is it, like, um, the new note is it um responding?
50:00
Speaker 1
same thing old one was blue now now the new node is blinking it's red it they're yeah they're blinking now it's red yeah they're changing color it's working right you was funding often all right okay well let's do red purple red keep red
51:00
Speaker 2
Okay, let's just wait. How about the new uh the old code? Okay, let's just wait for that. Okay, let's wait. Let's just wait for that, sure. It seems like it's um responding. Yes, it's responding. Okay. [silence] Is that still blinking? All right, let's just wait.
51:00
Speaker 1
Now it's a blue. What? Yeah, they're all blue. Oh, now, now it's back to, back to red and blue, we're moving. Now it's blue. Now it's blue. OK. right
53:00
Speaker 2
after a minute or two to make sure that it's really connected to the network. [silence] it stands.
54:00
Speaker 1
Mr. Blue? Can I ask a question in the meantime while we're waiting? Hello? Okay, like I have the computer wire, okay, the landline from the basement for the computer, right? So, now what I'm hooking up the computer landline is on the modem, modem, right? For the carrier modem. So, can I plug it to the note? To the lens cap? Is it worse? Is it worse? Well, I, I would say if I pull it out, because the modem node is is connected to the modem.
55:00
Speaker 2
Okay, let's wait another, let's wait for another minute, sir, okay? Yes, go ahead. Yes. Mm-hmm. Yes, sir, yes, sir, you can, um, select you can just select which node, sir?, the nearest node, [silence] Yeah. Yes, yep, yep. Yes. No, uh, no, ma'am. You're not gonna do that, ma'am. Yes. Yes. Mm-hmm. Mm-hmm.
55:00
Speaker 1
Everything should be set up, right? [[silence]] Okay, okay. So, I can bring it to my room to test spot. You know? I'm in touch early in my room. Okay. You know, so, I can unblock it and bring it over. But, okay, now I bring it in over and we touch it. All good. Yeah. Yeah. Okay. Okay, so simple. I'm in good right now. Oh, okay, it's blue. It's blue.
57:00
Speaker 2
alright alright, yeah, everything is set up, so you can now um unplug the, the new node here, bring it to where you want to put it. Yes. Yes. mm-hmm. Let me know if you're already plug it back, so then I can set my timer on how long we should wait. [silence] Okay, that will, yes sir, we'll wait for [silence]
57:00
Speaker 1
Okay. Okay, so the password should be the same as I, so let's put it in. Okay. Okay. So, so what about reset the one that I don't use it, right? The one that just reset it. Okay. Okay. Okay. So, actually, my Wi-Fi password is from
58:00
Speaker 2
like, a minute or two or could be three minutes to fully, uh, um, um, the router will fully boot up. Yes, the same Wi-Fi password. If you're going to connect to the Wi-Fi, it will be the same password because this new node server will, uh, um, only adapts the settings that you have from the mother or the parent node. Yes. The one that you have created, the one that you use to connect to the Wi-Fi. That's your, um, the one that you used earlier with your laptop. I know you didn't use that once. No, no, don't use that. Uh.
58:00
Speaker 1
from the, from the modem, so it's the same password. Okay, I got you. Thank you. Okay. So, okay, I have a question now. Since right now you're already here, I'm going to try, I'm going to try to um, um, screen because I already set up the Wi-Fi on my printer, okay. Now I have this thing inside. Hopefully you can see it. No. No, they no they they bring you now to red. They bring you to red. Okay. Okay.
59:00
Speaker 2
Yes. Yes. Yes. Okay. Yeah. Um, let's check it first, sir, until this node will stabilize or boo up properly. Yeah, let's just wait. Sir, it's still it's still trying to connect to the network, okay? So we need to wait until it turns to all right, um, let's just wait. My Oh boy. Can you do it with the internet? [silence] [silence] Can you also have you? [silence] [silence] [silence] your connection in your water connecting been Craig is still blinking red.
59:00
Speaker 1
Yeah, I'm typing right now trying. OK. Is still not working. The printer is available right now. Well, I I 100 % they say it's connected. So the thing is, is that something I'm missing? Is connected. The printers
61:00
Speaker 2
Okay, try now check your printer. Okay. Make sure you check first if the printer is connected to the network, sir. Um, you need to double check, sir. Just for it to make it sure. Check your printer if it shows connected.
61:00
Speaker 1
So uh what do I look at? I should when I do the printer, I should go to my uh my internet, my new one. Right? My me, my, my set up. My phone. So let me go to see, check a while. Yeah, my well my yeah yeah my my my phone is it will go right into the network. It is. But my my printer doesn't show on my on my Wi-Fi. But the printer show my Wi-Fi is connect. You know what I mean? With my phone. The same Wi-Fi, same password.
62:00
Speaker 2
Um, no, sir. Are you, um, like, your, are you printing from your computer or from, um, phone? Okay. When you, um, do the printer, does it show that your printer is online? And then make sure also your phones or make sure also your phone is connected to the network, your Wi-Fi.
62:00
Speaker 1
And the Wi-Fi doesn't show show the printer. Yeah, go ahead. [silence] Well, it shows the printer there. But because I've been it might be set up, I've been use it before. [silence] It shows the printer is on my phone. But it say it's not it's not available right now. [silence] Uh, let me see any option. There's no option. There's only the you know I can't I can't [silence]
63:00
Speaker 2
When you go- um on your phone right now, when you print it, sir, doesn't uh like there's an option to add the printer or yeah. Um, can you try to like add the printer again to your phone? Like the one when you tried to print it, there's an option to add the printer. [silence]
63:00
Speaker 1
print I try to print the label, print the return label and you know then it's no option, it's only one, it's just showing it and you saw I have a can on, right? and and you know, and the word, I will, you know, like like the led, the numbers, should I get the same number, like you gave it to me? 192.168 because my printer is 12.84, not .1.1. That should be same as you gave me, right? Okay, because and now they come differently. 192.168.1.84. So how can I change that?
64:00
Speaker 2
Well, that includes the internet. No, that's the reason why it did not connect, sir, because it's have two dots, something. It should only be the same, one nine two dot one six eight dot one dot something. Yes. Uh-huh. Uh-huh. Um, you need to, um, go to
64:00
Speaker 1
Right that's the IP address, I just told you the IP address that's on the printer since it's automatically assigned, because I already set up I've been using it, you know, and you know like um now I'm doing the searching, right, the searching for using the internet in my Okay, Okay the the network, I don't understand, they have um WG2 uh, you know, it shows so many different numbers on on the printer about my network. My network was like um,
65:00
Speaker 2
here printer sir double check if it has an IP address of 192.168.1.1 something so you can have a it's what is most common is it on the printer is it manually assigned or is it automatic assigned or you can have a ready safe to do your connection if we can do a connection we can do automatic we can log in connection we have a we have a we have a for example lights says okay if you want you can change from everything possible right now then that that that you've got connection connected maybe what make you mind let me see high high you should see
65:00
Speaker 1
T-Mobile. T-Mobile. Snap. 9409. And 809 and the security is W-B-A-2 W-A-3 but I don't see. What you mean? Yeah. Yeah from the modem right? Yeah. [silence]
66:00
Speaker 2
What's the name of your Wi-Fi network? The name of your Wi-Fi. Is that the Is that the one? Um, sir, um, can I just verify this? What is the name of your, um, Wi-Fi network from your Linksys? What was the name of the Wi-Fi? No, from Linksys? Not from the T-Mobile modem, sir. From the Linksys
66:00
Speaker 1
The name of my Wi-Fi is T-Mobile9809 Yes I did, but I have so many thing come up. I have a T-Mobile9809WPA2, PSK 11. I have a same number WPA2, PSK 5, okay? I have three of them. I have three three different numbers. Maybe upstairs have this number, right?
67:00
Speaker 2
I assumes wireless router. [silence] from the old links syser, what's the name of your Wi-Fi? Yes, it's like a Wi-Fi. So, [silence] okay, can you connect your printer to that name? Oh, it once actually the same on the launch [silence] on any cucer and our [silence] my feel. [silence] no peek another. No, sir, because um um, here's the thing, your um um, the two links nodes that you have the two child nodes, sir. If you set this up as a child node, [silence]
67:00
Speaker 1
Right. I see. Right, right. So I already set up a connection set. You know, I already set up, you know, I already set up, you know, and I I got my password in there. Now it's connecting. It's running and check if it's connected. It was it's so it's still connected. So I close it. So, you know, okay. 192. 168. 1 241.
68:00
Speaker 2
Yeah. Yeah, sure. [silence] So, uh, [silence] so, uh, uh, you know, I'm just gonna print my order. [silence] You know, what is the IP address right now on the printer? Okay, can you try to print it now? Yes. On your phone. Yes. Okay.
68:00
Speaker 1
Still not working. Should I? Okay. I have an error case scene. They say offline. Okay. And I tried restarting. Okay. Okay. Yeah. Okay, No, I have a Samsung. I do not. Yeah, I tried, I tried to open it. Yeah, I, because I have a return label, you know, I tried to print it and print it. Yeah. No, it's not, it's not working. Oh, it's a canon canon. Canon, I have a model number too. You know the model number?
70:00
Speaker 2
When you go to um. Yeah. This is an iPhone right Yeah. Can you open the document that you wanted to print? Were you able to print? When you do the print thing, sir did you use the yeah this is Epson printer right? It's Canon? No, no, no, no, no it's her. Okay. How? on the document that you wanted to print you have there the menu icon then you go to share icon and then print right yeah when you click on print what happens okay yeah click on print [silence] [silence] you
71:00
Speaker 1
No, just doing same. Yeah. Is it something to do with the um because and now the, you know, the internet is good together, right? So, so we are there, they are there or not? The printer isn't available right now. No, no. No option. No option. No option. So, so.
73:00
Speaker 2
yes it's already online sir it's already setting so right okay right now when you try to click on print what happens sir okay and that page right now do you have option to add a printer like a plus sign how did you print this before sir did you uh use a
73:00
Speaker 1
Yeah, the phone. Uh, I, I, I didn't download the app, but lately I downloaded the app because of candle. You don't need the app. HP, you need the app. Right, right. Exactly. Yeah. Yeah. Now I, now, now I download, I download, I just download the app. Yeah. Let me see. Hey. and Yeah. [silence]
74:00
Speaker 2
An app like a Canon, like the Canon app to print. So before sure you just going to do the print and then automatically detect the printer.
74:00
Speaker 1
You know what, I think so far so good right? The, the everything is okay right? Except my printer, I think I'll leave it in Okay whatever you do, you've done a good job. Thank you very much. Yeah, yeah, thank you. Okay, thank you very much. Okay, good. Okay, thank you, bye.
75:00
Speaker 2
Yes. Yes, sir. Yes. Okay. You're welcome. So if you need assistance in the future, sir, just feel free to give us a call. Okay? All right, and you can use your phone number as your ticket number, okay? All right, you're welcome. So, thank you for calling Linksys. This is Garla. Bye for now. You're welcome, sir.
75:00