V2 Rubric Detail — ca041e72-5f6c-11f1-b…

Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling. This is Ice, how can I help you?

I see. I'm sorry to hear about that, so may I have the serial number of your, device? [silence]

Okay, let me verify. Yes, let me verify again. The serial number is 38 U for uniform, 10 M for Mike, 3 B for Bravo, A for Alpha, 14216. Is that correct? And you mentioned that your Linksys product is Model MX 4200 . Uh, this is the serial number you provided to me corresponds

Yes, because the serial number you provided to me. Mm-hmm. Okay. And you have a total of six notes? Or three? You have a total of three MX-4200. All right. And are they all showing a solid blue light or?

uh are they all are they all flashing blue or just one of the nodes that goes on and off sure all right so the parent node the one that's connected to your modem is solid blue i believe

And your two child nodes, one in the bedroom is showing a solid red and one in the office is solid blue. Okay. All right. So that one that's showing a solid red, that child node is already disconnected. You will have to bring that near your parent node and do a reset to reconfigure that and add it to your parent node again. Before we proceed, uh, sir, may I have your name? Richard Martin. All right, thank you. Richard, uh, may I know your email address?

[KEEP_UNCERTAIN] Richard R. Martin, Charter.net. And who's your Internet service provider? Charter. Got it. And you haven't moved that child node. It's just in your bedroom. I see. All right, so there's a way to uh There's a way to uh

there's a way for us to do some troubleshooting steps with regards to your node dot. Uh shows all that right? And yeah, but before uh we do that richard, I have to update you first of your lynx device warranty status, because upon checking on our systems, our records indicate that your lynx product model mx 4200 is already out of warranty. Therefore, uh we can no longer provide you free technical support. If you want me to walk you through the troubleshooting steps or how to reset and reconfigure your child node, you will have to apply for the paid connect service or paid support.

That will cost you [REDACTED_PAYMENT_DIGITS] US dollar. Would you like to apply for that? Yeah, one five, [REDACTED_PAYMENT_DIGITS] yes. That's already discounted because previously the Yeah. All right, that's good. I'll pull up first my tool for the payment transaction. By the way, Richard, this paid support or paid connect service is a one-time non-refundable technical support. And Yeah, I can help you reset your password. [silence]

So, configure that child node and we'll also do some checking on the nodes why it's okay. So, I'm going to need the card for the payment transaction. So, this paid support will cost you $[REDACTED_PAYMENT_DIGITS] and it's a one-time non-refundable technical support that will last only for this call session, a maximum of [REDACTED_PAYMENT_DIGITS] minutes. Okay? So, Richard, the first name on the card that you're going to use. Yes, it's Richard. All right. Just to make

Yeah, sure. All right. So it's a MasterCard. Uh, what about the expiration, month and year of the card? What's the expiration, month and year? [REDACTED_PAYMENT_DIGITS] All right. So, month and year is [REDACTED_PAYMENT_DIGITS] and the security...

sorry. [silence] All right. the email that I'm going to use is the one that you provided richardmartin@charter.net. um what about the billing zip code? [REDACTED_PAYMENT_DIGITS] All right. I'm going to process the payment now. Richard, I'll put you on hold for 2 minutes, okay? Thank you. [silence] [silence] Hello. Thank you for patiently waiting. Um, I've already sent the receipt brochure.

I've sent a copy of the invoice for the payment transaction on your email. now let's proceed on resetting and reconfiguring your child node. Yes, Richard, can you please bring your child node near your parent node. Your child node should be plugged into a power outlet because we need to check its light status. So, bring your child [silence]

Yeah, bring your child node near your parent node and plug it to a power outlet so that we'll know what's the light status of your child node. But you mentioned that your child node went to solid blue again. Do you want to do a reset or? All right. All once you have placed your child node near your parent node, let's wait for its light to stabilize first. Okay. Sure.

All right, what's the light status? Is it steady now? or solid? Okay, let's wait for it to stabilize, first. So, let's uh wait for it to slide to have a steady or solid light.

All right. So, let's do a reset. Press and hold the reset button of your child node. It's light will...Okay. Hold on it until its light is off. Once the light is off, you can release holding the reset button.

yes okay release and then let's just wait for his light to turn back on okay that's normal if it's flashing blue right

Because it means it's still booting up or starting up.

Yeah, so it's a solid red. All right. Now, can you check uh underneath that node uh on the product label sticker, uh? Is there a WiFi name indicated on the product label? Yes. Um, Now, take note of that Wi-Fi name and go to your phone's Wi-Fi settings and check on the list of available Wi-Fi network name in your phone and see if the Wi-Fi name of your child node is listed on it.

Okay, it means that we have properly reset your child note. So, now we're going to add your child note to your parent node. Um, on your parent node, we set button, press it five times within five seconds. Yes, on your parent note. Yeah. Quickly. Yes. Five times only? All right. Your parent, right? Okay, that's good. So your parent dot wil start.

to flash uh it's light and then uh it will turn back to it's solid light. Okay, you check on your child node if it's light starts to blink. Okay. Oh, that's good. Uh it means it's responding to your parent node, uh it's communicating. So let's just wait for your child nodes light to turn back to solid blue.

[silence]

And we reconfiguring of your child pod, so that's one of the steps on how to troubleshoot your issue about your nodes connection goes on and off. So, another way to troubleshoot the issue of your nodes that keeps disconnecting is to check the placement of your nodes. You have to ensure that they are placed within a good range of your parent nodes or your internet service provider. It's within a good range, meaning they are getting a good signal strength from where you placed your child nodes. Now, to identify if they are getting a good signal strength is to check on [silence] On your phone, when you go near a child node, check on the Wi-Fi if you're getting a full bar or on the Wi-Fi icon to confirm that the child node is getting a good signal strength on there. Or, you can use the Linksys App. If you have a Linksys App on your phone, you can check on the child node Wi-Fi, signal strength. If you're getting a negative... 50 dbm or lower, then it means that they're having a great or excellent signal strength. But if the signal strength shows a negative 70 dbm, then there's not going to be good signal strength.

It means uh they're not uh getting uh excellent signal strength from where you placed them. Okay, so another uh troubleshooting steps we could do is to check the firmware version of your nodes. Maybe they're outdated, so you have to check the firmware version. Um, if they're updated because uh a firmware sometimes can result to a poor performance of your, of your nodes. So, if you have a linksys app on your phone, you can check on the firmware version of each node if they're up-to-date.

So you can check that. Now, uh, if you don't have the app, you can go to your router's default uh IP address or the web UI by opening a web browser and then typing in the address bar 192.168.1.1. And from there, from there you can access your router settings and checks the firmware version of your. Sure. Yeah, sure. Uh, another also, also trouble shooting steps we can do is to power cycle

code, your modem and your nodes, so if you experience, uh, the... okay, power cycling, all right, so when you do power cycling, since you've already done that, then the next thing to do is to check for any interference because sometimes, uh, your neighbor's network or Wi-Fi could interfere with your connection, and also, the devices that are connected to your Wi-Fi sometimes, uh, could disrupt your internet connection, especially if there are devices that are using a heavy bandwidth, or, like downloading videos, playing games, or watching or streaming, uh, movies, mm-hmm, that could interfere with, uh, your internet connection.

So okay, so if that's uh, the only uh, issue of that particular node, then it could be the placement uh, make sure that there's no other devices uh, that um could interfere with its connection, like Bluetooth devices or microwave oven um or concrete wall um that uh, hinder its uh, connection um, the transmission of data from your parent node to your child node, um, um so it could um, mm-hmm. Okay, so um, then it could be a firmware issue uh, so I'll just send you the email on how to check on the firmware version of your node uh, through the link is up or through the web UI. and

You're welcome, so that's all. The, since we have already reset that node, hopefully just observe it for a couple of hours and hopefully your node will resume its good performance, okay? You're welcome. Thank you for calling Linzex again, Richard, and take care. Have a great day. Goodbye.