V2 Rubric Detail — cb2122d4-6375-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:08
Duration
60m 51s
Contact
Gale Armstrong
Issue Type
Printer/Device Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132673
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Printer won't connect to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall88.8% (+32.8)

V2 Grader Summary

The agent successfully guided the customer through WPS setup, resulting in the printer appearing in the router’s device list and a confirmation message that the device was connected. While full end-to-end printing was not verified, significant progress was made using correct, logical troubleshooting steps. The interaction demonstrated ownership, technical accuracy, and strong customer adaptation, warranting a Partial Resolution outcome.

V1 Case Analysis

Customer unable to connect Canon TR-8620A printer via WPS. Agent guided through router admin access and WPS setup. Printer appeared in device list but no print test confirmed. Warranty confirmed in system. Ticket issued.

Troubleshooting Steps
  • Collected router serial number: 59A10M2AD03662.
  • Confirmed customer identity via email: ch30h@charter.net.
  • Guided customer to access router admin page via myrouter.local.
  • Provided instructions for admin password recovery using label-printed password and suggested 'admin' as fallback.
  • Explained recovery key reset process (incorrectly implying it sets admin password).
  • Walked through Wi-Fi Protected Setup page, explaining push-button and device-PIN methods.
  • Advised customer to check device list for printer appearance.
Key Observations
  • Agent failed to identify router model despite having serial number, leading to generic and partially incorrect guidance.
  • Provided materially inaccurate technical advice: suggested 'admin' as default admin password (not standard), and incorrectly described recovery key as setting admin password.
  • Confused physical vs. virtual WPS button, causing customer confusion during WPS setup attempts.
  • Printer appeared in device list at [47:00], suggesting possible connection, but agent failed to confirm functional print test.
  • Agent confirmed warranty status and issued ticket number, providing operational closure despite technical gaps.
Positive Highlights
  • Successfully collected and used customer email (ch30h@charter.net) to locate account after initial lookup failure [07:00].
  • Confirmed router warranty status accurately and communicated expiration date (Oct 18, 2027) based on system data [57:00].
  • Issued ticket number #132673, enabling future case continuity [60:00].
  • Remained patient and persistent despite customer frustration and physical limitations [Throughout].
  • Correctly guided customer to use myrouter.local for web UI access, a valid URL for most Linksys models [11:00].
  • Directed customer to check device list to verify printer connection, a valid troubleshooting step [50:00].
Agent Errors / Gaps
  • Did not identify router model despite collecting serial number, violating protocol for model-specific troubleshooting.
  • Provided incorrect guidance: claimed 'admin' could be default admin password, which is not standard for Linksys routers.
  • Misrepresented recovery key function: implied it resets admin password, when it is typically for Wi-Fi recovery only.
  • Confused WPS push-button method by stating router lacks physical button but then instructing to 'press and hold' virtual button, leading to customer confusion.
  • Failed to validate successful printer functionality by confirming a print test.
  • Did not clarify that Wi-Fi password and admin password are separate early in the call, causing customer uncertainty.
  • Gave contradictory advice about password complexity requirements during reset process.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed printer appeared in device list and stated 'your client device is now connected to your network' in router UI; however, final printing test was not confirmed and customer expressed ongoing issues with printer visibility in OS.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through accessing myrouter.local, resetting admin password, enabling WPS, selecting correct WPS method, and verifying device connection in device list — all relevant steps for WPS setup.
R3 Met Correct resolution path conf 90%
Agent correctly pursued router-side configuration for WPS despite OOW mention, verified warranty later, and provided full troubleshooting path appropriate for setup issue regardless of warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (WPS failure), asked for serial number and ISP, determined need for router access, and logically progressed through WPS setup options based on printer capabilities.
T2 Met Appropriate tools / resources used conf 100%
Agent appropriately used local web interface (myrouter.local) as the correct tool for WPS configuration; no remote tools or diagnostics were necessary for this scenario.
T3 Met No misinformation conf 85%
Agent correctly directed use of myrouter.local, explained difference between Wi-Fi and router password, guided through WPS PIN setup, and clarified device vs. router PIN — all consistent with KB guidance.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control throughout, provided clear step-by-step guidance, managed transitions between topics, and kept customer focused despite physical limitations and frustration.
C2 Met Confirmed understanding conf 90%
Agent adapted language to customer’s pace, used simple terms, confirmed understanding ('yes ma'am'), and patiently repeated instructions as needed for accessibility.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case from start to finish, did not transfer, and worked through multiple obstacles to achieve partial resolution.
O2 Partially Met Proactive follow-through conf 80%
Agent provided ticket number and suggested calling back, but did not specify next steps for completing printer installation on PC side.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope and being actively resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent demonstrated consistent patience, acknowledged customer’s effort ('thank you for being very optimistic'), and remained courteous despite repeated challenges.
X2 Met Tone & rapport conf 90%
Agent matched customer’s slower pace, used reassuring tone, checked in frequently, and adjusted communication style to maintain engagement.
X3 Partially Met Overall experience conf 80%
Customer repeated some information, but agent minimized effort by guiding directly to solutions and avoiding unnecessary steps; physical limitations contributed more to repetition than agent actions.
Call Transcript95 turns · 105 lines
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.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 select from the following options: For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again,
00:00
Speaker 1
That was muffled, but, um, uh, this is link, correct? Okay. I'm trying to connect
01:00
Speaker 2
press eight. please select from the following options. for in warranty products, our support team is available to help with performance and hardware issues. 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. to hear these options again, press eight. please remain on the line for assistance.
01:00
Speaker 1
I'm setting up my brand new Canon printer. Uh, I, I have done so previously with my other printer by using the WPS. It doesn't seem to be working this time. And he thought that I could call my, uh, internet provider, but they don't provide the router. You do. So, can you help me? Uh, I, I, I don't think I am, uh, I know I'm not in warranty. I think it's newer than what this shows me. Uh, 2020. It's got to be newer than that. Do you show a newer one? Armstrong? T. Gayle? You need the serial number. Oh, uh, sorry. Serial number O. [silence]
02:00
Speaker 2
Um. I have the. Oh. Go on. Um. Um. I have the serial numbers first of.
02:00
Speaker 1
of the uh router. Sorry, it's in the other room, hang on. OK. Hang on. And the serial number's on the bottom? Yes, I see it. OK, hang on. Not model number. Serial number. Uh, I'm gonna have to get the magnifying glass. Hang on. I can't believe they make them so small. Hang on. [silence]
03:00
Speaker 2
Drug number.
03:00
Speaker 1
Okay, sorry, hang on. Serial number, uh, uh, 5, 9A, 1, 0M as in mama, 2, A as in apple, uh, D as in dog, 0, 3, maybe 6, 6, 2. Was that right?
04:00
Speaker 2
Please. Who is your internet service provider? Please. May I have your first and last name? Please. And what is your email address? Please.
05:00
Speaker 1
you should have it you don't have my account there? You don't? Did you try Theresa? T-H-E-R-E-S-A? Yes. I go by my middle name. A lot of my stuff is initials for privacy, so I never know what it what it is. Did you find it? Oh, I thought you found it. Uh, would you look at uh T Gail? G-A-I-L T is in Tom. Gail Armstrong. I know I have an account cuz I've they've looked it up before. To get rid [silence]
06:00
Speaker 2
Yeah, we don't have any record here in our system ma'am. Theresa Armstrong? No ma'am, we don't have any record here on RN. Gail Armstrong?
06:00
Speaker 1
T G armstrong. No, Uh CH 3 0 8 at charter.net. That's Spectrum, charter.net. No, it's, do you want my email address? All right. So it's CH C as in cat, H as in horse, lowercase, number three, number zero, H as in horse. So that's CH 3 0 H at charter.net. H-A-R-T-E-R. H-A-R-T-E-R dot N E T. Okay? You should have my account.
07:00
Speaker 2
[silence]
07:00
Speaker 1
I want to find out when I purchased. Yes. Maybe you should just put... Well, that's fine. I guess they can find me that way. If I don't say Tgale, they won't be able to find me. Could you see how old the model is? It's not 20. It's not six years old, is it? I think I have a newer... Yeah, I thought so. That's correct. They're like my laptop and my phone are through your router, and the modem. [silence]
08:00
Speaker 2
[silence] So tgmlhh[silence] at [silence] chr Adler.net. [silence] Oh yeah, that's a new model. And. Okay. But all of your other devices are connected on your router, right? Except for that printer. Have you tried to call the
08:00
Speaker 1
[KEEP_UNCERTAIN] Yes. And he tried the WPS, and he told me to call Spectrum, that they would be able to do it. And, of course, they can't do it because they don't own the router, which he didn't ask me about. So, that's why I'm calling you guys. So, you would be able to do the WPS. I know how to give you the pin number. How old is my, um, isn't it like two years old, 24? At the most? 24. So, I need to make year, need to add all those
09:00
Speaker 2
I tech oh tech tech support tech sales for Canon and how to connect the printer them and and and and
09:00
Speaker 1
[silence] I'm sorry, can you say that last sentence again? Yeah. Uh, it's on the cannon and I know how to get the pin number. He - we - we did that and he tried, but uh, hang on.
10:00
Speaker 2
All right.
10:00
Speaker 1
Well, that's what you need, right? You, you need to do the PIN number for me, he said. Oh. Oh my God, I don't remember having to do this on my laptop then. Okay, how, how. I just don't remember. I got the WPS, but it certainly wasn't this difficult last time. I just don't understand this at all. Okay, do I go to your website?
11:00
Speaker 2
You need to access the settings of your router, since I cannot do it on my end. So I'll just walk you through on how to access the settings so that you can input the pin there. Yes, ma'am. Because this you're um you access my router.local, you input that one on the web address bar.
11:00
Speaker 1
Okay, so it's W, W, my router dot, oh, I see it, and it has my router number. I mean my IP address, or do you not need that? Okay. It doesn't have the dot. So hang on. Dot local. My router dot. [silence] New. [silence] And then when I hit it, doesn't matter much, but just to makes it more look like a website to me. I can just put a slash login. It'll help. Yeah, so you've got to have this information if you're setting up your router, connecting devices by entering your address and putting the password so devices connect to the internet. You start off with this website and change your password and that way. Quickly talk about */
12:00
Speaker 2
Um, no need to input WW, just type in my router.local. Okay. No need for the IP address, just my router.local Then enter.
12:00
Speaker 1
Local, that's it. I'm sorry, I'm a little slower these days, okay, um, Linksys smart Wi-Fi access router, router password. Where do I get the password? Actually, I, I have one but I don't know if it's the uh it should be the same one with the previous router, shouldn't it? The password. Okay, uh password. [silence]
13:00
Speaker 2
Yes, ma'am. Yep. Yes access route Yep. um you can try the password that's at the bottom of your router or if that won't work use admin adimin all in lowercase. Mm-hmm. You can try if that will work, but if not, then you need to create a new router password to login.
13:00
Speaker 1
Incorrect. Try again. Handal and, 806. I have sorry, oh, uh, it it gave me, uh, hang on, it gave me the password.
14:00
Speaker 2
Just reset. If that won't work. Just reset the router password if that will not work. It will not change your Wi-Fi password. So you just have to change the admin password for that page in order for you to login. [silence] it depends on you ma'am if you created that password that way
14:00
Speaker 1
Okay. Because I don't think I've ever had to access it. Reset the password. Enter recovery key. I see it. Oh, it's giving. Oh, I need it to go get it at the recovery key. 1, 2, 3, 4, 5. Is that just an example? Oh my gosh. Okay, hang on. I've got to go to the other. [silence]
16:00
Speaker 2
I think that is your Wi-Fi password. So, Wi-Fi password and router password are two different things. So, you use the Wi-Fi password to connect your devices, right? So, for the router password you use that one to log in to that page. So, if you don't have that password, just reset and create a new one. Yeah, that's at the bottom of your router, the five digit number. Yeah, that's the example. You check at the bottom of your physical router.
16:00
Speaker 1
...room again. Thank you, you're being very optimistic. I'm not getting around very easily these days. The recovery key, is that what we're looking for? five, three zeros and two. Okay. Hang on. five. Okay.
17:00
Speaker 2
Yes. So, it must be eight to ten characters with upper case, and lower case, a number, and special characters. So that's the requirement for that. [silence] You can use your that is for router only. Um, that is for router password only for you to log into that page. It will not change your Wi-Fi password for the device. So it's a different password. Uh, yeah, it must be at least eight to 10 characters with upper case, and lower case, a number, and a special character.
18:00
Speaker 1
Oh, a special character. They're not showing special characters on these suggestions. Okay. Let me put it down real quick so I remember. handwritten. Damn it. Excuse me. Excuse my French. [silence]
19:00
Speaker 2
A number and special character.
19:00
Speaker 1
Oh. It says, input is required. Oh. Admin, password. Oh, I have to put it in the top, uh, I don't understand. Upper and lower case, one number, one special character. M Riscada. Your hint can't contain your password. Your hint Oh. The numbers, I guess. Okay, let me try this. I'm so sorry. Thank you for being patient. 806. Panda at 806. 10 characters, 123456789. Oh! Upper and lower case, one number, one special character. Your password can't have the same character twice. I'm sorry, hang on. They wouldn't let me use the, uh, Okay, so I think, uh, okay, so input required. p.
20:00
Speaker 2
You can skip the hint part.
21:00
Speaker 1
If I don't write it down, I'll forget it. I'm so sorry. Thank you. Hang on. Okay, let's see if this works. Your hint can't contain your password. Oh, below I was uh. Oh yeah, I'm going to. All right. I didn't realize that was the hint place. Okay, save your password. I'm going to save that one. I'll never find it again. Oh. Okay. Wi-Fi tools. [silence] Pair and go. Pair and top. Password. Okay, so it's connected. Okay, let's test deployment. Sending file. For example, this is a demo. So here is some dummy data. So, uh, it's on the screen. Let's see if this works. So even if you know the key or the algorithm used in cryptographic hash, it's still difficult to compute the original message that is being hashed because of the avalanche effect.
22:00
Speaker 2
Yeah. In. Okay. You can skip that part. Okay, good. [silence]
22:00
Speaker 1
Wi-Fi settings. Uh Wi-Fi settings. Under router settings. Okay. Got it? Yes. [silence]
23:00
Speaker 2
Okay. all right. so you're now on the web interface you can see there the settings of your router that you can manage so on the left side under router settings there is connectivity troubleshooting and then wi-fi settings click that one. yes. All right. Yes. And then, there you can see the credentials of your wi-fi, your wi-fi name and wi-fi password and then um can you see wi-fi protected setup? You click that one, then you turn it on if it's turned off.
23:00
Speaker 1
Oh, uh, turn it on and not it's off. Okay. On. Okay, can you just wait while I do that real quick? I'm afraid I'm gonna... Screw it. Screw that up. Hang on. Move over. Okay.
24:00
Speaker 2
Yeah, turn it on and then there you have three options on how to use it. If your device has a WPS button, you can use this one, but if it will ask for a router pin, you provide the number. And if your device has the WPS pin, then this is where you input the pin and register it. Yeah, sure.
24:00
Speaker 1
Can you get it to waddline again? I can't get the king and the printer screen to light up. Oh there we go. Okay. Time out. Okay. So we're going to WPS push button method. Did you hear that? WPS push button method. That's what we're going for right?
25:00
Speaker 2
no Will you your printer have a WPS button or no
25:00
Speaker 1
push button method. Um, well, this is under Wi-Fi settings and it's WPS push button method. So, evidently, So, let me just push that and see what we do, right? I think it gives me a code. WP, okay. Uh, WPS PIN code method or manual connect. Let's do the PIN code method. And that's where I, do I ask for one here? On my laptop? And how do I do that? Click? Double-click or I can't, I can't get it to work. Device PIN. If you're
26:00
Speaker 2
Okay. And the boys pin. This is where you type in the pin of your vape and put it in.
26:00
Speaker 1
Oh, I see. Ah. Yes, I have it here. Hang on. TV arrow. No. Ah, it, it gave me a, ah. Register. It won't click, uh, it won't let me click on that. 112. It won't let me click in the spot. Register. It goes the It won't take the, the arrow, it won't take, it won't let me start in the little area. [silence]
27:00
Speaker 2
But if your printer is asking for a router pin, then provide the router pin, the second option. After you input the pin and click register, just hit apply.
27:00
Speaker 1
It won't let me type in. Click on the box, it won't let me click in. Sorry. My back. I'm on the page we were on. And it says register, but it won't let me click. It says okay, uh, cancel or apply. Device pin. No, it won't let me. [silence]
28:00
Speaker 2
it will not let you type in. Mhm. When you click on the box. Are you on the web interface? On your laptop? Can you, uh, can you click on the box? Where you can input your number? [silence]
28:00
Speaker 1
me it's not the router pin it's the device pin can I refresh? Oh my God, I think it started me over again. Oh, protected setup. My back is killing me. I had to... It will not let me in that box! God damn it.
29:00
Speaker 2
Yes ma'am, the device pin that is a clickable box so that you can input the device pin of your printer. Yeah you can refresh.
29:00
Speaker 1
I have uh set the pen below to the wireless router within 10 minutes. Yes. Yes. Okay. Oh. Yes. Wi-Fi protected setup? Okay. No. You, are you sure? okay. Let's see. Okay, other connection types, manual connect or WPS pin code. [silence] okay. [silence] You don't have to answer that. [silence] and one other one came out black by mistake. Okay. [silence] No more for right now, I guess. Are you sure? Okay. [silence] But [silence] no more for now, I guess. [silence]
30:00
Speaker 2
then try to check if you can enter the device pin box. If it's not working, then the other two option are the last result that it can use. Either the push button or router pin try manual connect.
31:00
Speaker 1
okay, select wireless router. Okay, security settings, WPA, WPA2 PSK. Presha a. Enter the password. one I just made up, right? Connect my what? the the router password? [silence]
32:00
Speaker 2
Mhm. Netgear. WPA2. Input the password of your router, the Wi-Fi password. No, the password that you are using to connect your devices. To connect your devices.
32:00
Speaker 1
It's just connecting to the wireless router.
33:00
Speaker 2
Your password is for the browser only or that page only. Let's see. For Wi-Fi password, the one that you are using, you can check it on the settings.
33:00
Speaker 1
Yeah, uh, error. Follow these steps. Check that the selected wireless router is correct. Check that the entered password is correct. We know it's correct. Restart the wireless router. Would I restart the router, It's the same. Let me let me see this. If the same error occurs, refer to the wireless router manual and check the settings. This is a brand new Canon $200 printer. Why the? Why can't it just connect, Can? My laptop is brand new. The router is new. Doesn't make sense. [silence]
34:00
Speaker 2
Does your printer have a WPS button? What's the brand of that one?
34:00
Speaker 1
i remember last time i had to do the wps but but there was a button on the are you there there was a button there was a there was a button on the printer a wps wps button well i don't see one isn't it oh is it in the back do i remember that i think that's what made it so difficult last time MFK speaking.
35:00
Speaker 2
. yes Does it have that button now on your new printer? . Try to check at the back. Try to check
35:00
Speaker 1
No. It's more cheap than the last one. $200. Yes, uh, I think this is the model, TR-8620A, PIXMA, PIXMA TR-8620A I know my other one had a thank you.
36:00
Speaker 2
Okay, Giddeth.
37:00
Speaker 1
Select wireless. Oh, wait a minute. Wi-Fi setup. Easy w one. WPS. Okay. Connect to a wireless router supporting the WPS push button method. Okay. Press.
38:00
Speaker 2
OK, um, the WPS button is on the screen. Can you go back to your printer and then go back to access Wi-Fi setup? and then, yes. and then select WPS. yeah, push button es. you can see that.
38:00
Speaker 1
and hold the WPS button on the wireless router. Then, tap OK on the printer. Now, I go to the router. Now, isn't that the button on the bottom? I don't do the router cuz I think I did last time. I can't believe it. Okay. I'm sorry. My...
39:00
Speaker 2
yeah, that one. okay. so, um, on the router, you go back to your screen on the router settings, and then... yeah. hmm. uh, no, we will not have the button on the router. we will use the page, the, the one that we access. uh, the router, your new router doesn't have a WPS button. so the button is located on the settings itself on the web page. so, no need to go to your router. just go back to your computer. Yes, take it slowly. Yes, and then can you see the push button, the first method? So you click or press that button, you click that button and then after that you click okay on your printer. all, I okay, I see. So you need to select first before
39:00
Speaker 1
so uh do the push button? it's not doing anything. let me refresh. for push button. None of them are working. my screen. Yeah, none of them are working on the screen. why is I set up? why isn't it where? Oh. Oh, off. uh, it went off again, so this is on. maybe that's what it was. No. [silence]
41:00
Speaker 2
Well, you can type in the code, okay? Yeah, you do the push button first, but if that will not work, we will use the other method, the device pin. So you... So you press the button for three to five seconds. On the screen. When you... Okay. Yeah, you select the push button option first.
41:00
Speaker 1
it won't work. Why is it throwing an error? Oh, well, it's highlighted so maybe that's the deal. Apply. Okay, I pushed apply and it's uh loading or something. Okay. It gave me an a router pin. Do I put it in? Okay. What it did? It gave me a router pin and then the device PIN [silence]
42:00
Speaker 2
when you click the push button, after you click the push button, you hit apply and then hit okay on the printer. Yes. Yeah, apply and then did you push the button already? The one that has the arrow icons? Okay. And then and then you press okay on the printer. Okay, let's do that instead. And then choose the device pin option.
42:00
Speaker 1
Do the number. Unbelievable. So it's still, it's still doing connectivity to the wireless router. Do I enter the pin that says router pin on the laptop? Oh, not from the Canon. When I get the number, if I can find it again. Another number. Hang on. It's still,
44:00
Speaker 2
Okay. So, just register and apply. Yes, ma'am. Uh, no need. No, you need to, the router PIN, you will need that one if your printer needs a router PIN, but since your printer is providing the, uh, device PINs, so we will choose the third option. You input the PIN of your printer on the device PIN option, device PIN box. Yes.
44:00
Speaker 1
Connecting. It's taking too long. I swear. And you know what, when the power goes off, doesn't happen often, but this has to be done all over again, because I remember that's what happened one time. error timeout. Okay, we go to WPS push button method, correct? And then connect to a wireless router supporting the WPS push button method. Please, press and hold the WPS button on the wireless router then tap okay on the printer. What's the problem? We don't have a press and hold the WPS button on the printer, press and hold the WPS button on the wireless router, then tap OK on the printer. Well, you don't have a... You don't have a WPS. So, do I go back? Did I pick a wrong? What? [sound of breath] Uh, the, uh, the, uh, the, uh, the first one. [silence] Uh, yes. Uh, the first one. You don't have a WPS. Uh, did I click the wrong one? [silence] Uh, yes. Uh, the first one.
45:00
Speaker 2
The WPS push button is the first option, ma'am. That's why I told you to press it, the button with the arrows, you press and hold it with your mouse or your you click on it. There is the WPS button is the first option. That's the button of the router. It's not a physical button but the button on the screen on the page.
46:00
Speaker 1
Okay, Wi-Fi protected setup. See if I did it in the right thing. Searching for your client device. Wi-Fi protected setup. Congratulations. Your client device is now connected to your network. Total hack. How do we know if that's true? Won't it have it at the bottom uh task bar, won't it have my printer? I don't see it. [silence] Well, uh [silence] .
47:00
Speaker 2
yeah yeah you press the button with the arrow you press and hold it that's the button of the router mm-hmm okay you can try to print and that would work mm-hmm try to check if your printer will work um just try to print
47:00
Speaker 1
Okay. How do I Print? [silence] Okay. Where does it... how do I Print? I don't have a... co-pilot security Dell optimizer. I don't have the printer on here. I don't have... [silence] connected to the wireless [warning sounds]
48:00
Speaker 2
you can check the device list on your page, if you can see the printer there.
48:00
Speaker 1
Router. it's just starting over again. Wi-Fi. See settings. Enabled. Disabled. Bye. Wi- Fi. Protected setup. Your client device is now connected to your network. Oh. And click Apply or Okay or Oh, OK? Or apply.
49:00
Speaker 2
[silence]
49:00
Speaker 1
Okay, and then now what. Priority. Under. I don't. Wi-Fi. I don't see Wi-Fi tools. Oh, I'm sorry, I'm not at the top. Hang on. Device list. Troubleshooting. I don't see tools. Oh, yeah. Under, what are you want now? Sorry. Device list. Yeah. Okay. Okay, I did.
50:00
Speaker 2
Key Okay. and then under smart Wi-Fi tools go to device list. [silence] Device list. Device list, you click device list and check if your printer is listed there.
50:00
Speaker 1
Ah, uh, hang on. Desktop, iPhone, iRobot. You would say Canon, wouldn't it? Oh, wait. I see it online. Do I click on it? Okay, do I do I do I click on the printer or just click okay and then is there an icon on my desktop, maybe? Is that it? Okay. Okay, I'm just gonna pause.
51:00
Speaker 2
and that means it will just show you the devices that are connected to your network. So yep, your printer is connected to your router. You just have to navigate how to use your printer or to print something. Just click OK.
51:00
Speaker 1
I should have a new... should have a new device on my... It should be on the bottom test bar, should it not? Okay, one second. It said it... Oh, I'm so sorry. One second. It just it said uh it said it's connected. So usually I have a uh printer at the bottom [silence]
52:00
Speaker 2
I'm really not sure how it work, ma'am. Seems it's beyond my skill.
52:00
Speaker 1
I don't have, I don't have the printer. It should have given me a, uh, printer and scanners. Add device. Add printer or scanner. It should already be on there, right? You're trying to uh, you're checking something? I'm sorry, what did you say? Protected printer mode. Add device. Let's see. Related support. Download drive
53:00
Speaker 2
Add a new device or a new printer.
53:00
Speaker 1
divers and device. Let Windows manage your devices, add device. There it is. My gosh! Which gave me the It says add device. Refresh. It's still sort of adding or something. Hang on. Refresh. Okay, connecting. Oh my gosh. Okay, add a printer or scanner. There's the printer, but I just don't see the I'm so sorry. Thank you for I it it there should be icon at the bottom, correct? Here here it is. I think they added it to my uh no that's Spectrum TV. It should be at the bottom, correct? Like uh a lot of times it's in the hidden arrow. But uh there's no printer. Yes, but it's not showing the printer. Oh installing
54:00
Speaker 2
Yes, ma'am. But you already added the printer on device list, right? Try to print something, if that would show as an option.
55:00
Speaker 1
Printer. Canon series default. Series ready. Printer preferences. Oh! the I there it was off. Let Windows manage my default printer. Download drivers. Oh my gosh. So that it was preventing it from print server properties. Let Windows manage my default printer. Windows protected print mode. [silence] All right. Well, at this point, I should be able to call Cannon back and they should be able to help me you shouldn't be having to help me, which you've done very gratefully. So I should call them at least I've got it on my that it's connected or whatever. Thank you very, very much. I know I pro I don't even know if I have the warranty, but do I need to pay you? I've never had warranty ever. So let me uh I'll put uh I got to write that down, but October 18th, 2027. Is my warranty. Okay. Oh my gosh. Thank you. So,
56:00
Speaker 2
Yes, ma'am. Let them know, yes. So, let them know we already can access, yep. No need, maam. You're still under warranty since this one. Um, the starting date of your warranty is October 18th, 2023 according to the record here. So, the warranty will expire on October 18th, 2027, since this router has three-year warranty, uh, pre-free three-year technical support. Yes, ma'am. Yes. The warranty ends. [silence] Yep. You're welcome. Oh, it's morning. Morning, buddy. Yeah, we do. We have earthquakes and not really. But our neighboring cities are affected. But we do feel the earthquakes here.
57:00
Speaker 1
The number? One, three, two, six, seven. Okay. Okay. Thank you so very much. Thank you. Thank you and have a good day. Thanks again. Thank you so much. Bye bye.
60:00
Speaker 2
So, your ticket number is one, three, two, six, seven, three, one, three, two, six-seven, three, mm. 2020. Yes. So just provide a ticket number in case you will call back for us to pull up your records. You're welcome. Thank you. Have a good day. Take care. Mm.
60:00