V2 Rubric Detail — e15bfdae-76f2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 15:21
Duration
67m 54s
Contact
347-996-8749
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall69.9% (+13.9)

V2 Grader Summary

The agent successfully restored temporary connectivity through firmware updates and resets, but provided materially incorrect technical information regarding RSSI thresholds (claiming a -6 dBm minimum). While ownership and follow-up planning were strong, the interaction was marked by high customer effort and technical inaccuracies.

V1 Case Analysis

Customer reported a child Velop node blinking red and losing connectivity. Agent updated firmware, reset the node, verified LED and RSSI, confirmed warranty coverage, and scheduled a follow‑up email for further monitoring.

Troubleshooting Steps
  • Checked LED status of parent and child nodes.
  • Compared firmware versions between nodes.
  • Performed firmware update on the problematic child node.
  • Reset the child node and observed LED change to solid blue.
  • Collected RSSI values via the diagnostics page.
  • Verified warranty coverage via receipt.
Key Observations
  • Agent correctly identified firmware mismatch and applied an update, which is a valid fix per KB.
  • Agent used correct diagnostic method (RSSI via sysservlet/sysinfo.cgi) to assess backhaul quality.
  • Agent did not collect model or serial number, a protocol miss for troubleshooting.
  • Instructions to access child node via 'CA' were incorrect; correct path is '/sysservlet/sysinfo.cgi'.
  • Agent initially accessed parent node instead of child node, causing confusion and delay.
  • Warranty was properly verified using customer's receipt.
  • Follow-up plan was clearly defined with a specific date.
Positive Highlights
  • Identified and resolved firmware version discrepancy.
  • Performed a successful firmware update and reset of the child node.
  • Checked LED status and RSSI values to assess backhaul quality.
  • Confirmed the device is still under warranty and documented the coverage.
  • Set a clear follow‑up plan with a specific date for the customer to report back.
Agent Errors / Gaps
  • Missing collection of product model and serial number.
  • Provided incorrect URL path 'CA' instead of '/sysservlet/sysinfo.cgi' for diagnostics page.
  • Did not verify admin password before instructing access to router UI.
  • Repeatedly switched between parent and child node screens without clear rationale, causing confusion.
  • Failed to confirm the correct interface was accessed before proceeding with reset.
  • Did not explain why the firmware update was necessary or how it resolves connectivity issues.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Node reached solid blue temporarily, but agent deferred final resolution to future monitoring and possible replacement; issue not confirmed stable.
R2 Met Diagnostic thoroughness conf 98%
Agent performed firmware check, update, reset, RSSI analysis, IP verification, and backhaul diagnostics — all relevant and logically sequenced.
R3 Met Correct resolution path conf 95%
Confirmed warranty coverage, pursued best-effort fix, and offered monitoring/replacement path; did not dismiss due to age or OOW assumptions.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified blinking red LED, firmware mismatch, and intermittent disconnections; used diagnostic steps to isolate root cause.
T2 Met Appropriate tools / resources used conf 95%
Used myrouter.local, direct IP access to child node, firmware UI, and diagnostic logs — all appropriate tools for the scenario.
T3 Not Met No misinformation conf 100%
Claimed 'minimum requirement for an RSI is below negative six' — this is technically false. Per led_cog_mesh_group_a.md and led_cog_mesh_group_d_spnm60_62.md, a signal is considered weak/intermittent (blinking red) when RSSI drops below approximately -90 dBm, and a healthy link is -65 dBm or better. A value of -6 is physically impossible for standard WiFi RSSI.
Communication
C1 Partially Met Clear & professional language conf 90%
Framed intent early but had multiple long silences, unclear transitions, and lost control during web navigation confusion.
C2 Partially Met Confirmed understanding conf 90%
Attempted adaptation but used unclear instructions (e.g., 'double left click two symbols') causing customer confusion and repetition.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took ownership throughout, referenced prior history, documented actions, and committed to follow-up without transfer.
O2 Met Proactive follow-through conf 95%
Set clear next steps: monitor for 30 days, email update on August 3, and agent will review; realistic timeline with owner specified.
O3 Met Closure confirmation conf 95%
Reviewed ticket history, purchase date, and prior resets; used account continuity to inform warranty and escalation discussion.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — agent appropriately handled within tier after thorough troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Acknowledged frustration and thanked customer, but empathy was minimal and tone remained procedural during emotional moments.
X2 Partially Met Tone & rapport conf 85%
Adjusted pacing slightly when customer expressed confusion, but failed to simplify complex instructions (e.g., URL entry, log navigation).
X3 Not Met Overall experience conf 95%
Customer repeated firmware/IP checks, manually entered complex URLs, and retried failed steps — high effort with no agent-side simplification.
Call Transcript114 turns · 125 lines
Speaker 1
This is links systems technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links systems specialist. Uh. Hi Renee, this is Paul from links systems customer assurance team level two and this call is recorded for quality assurance purposes. Hello sir. Uh hello Renee? Can you hear me sir? Oh, okay. Hello. Hi. Oh, I thought I was speaking to you earlier. Um Renee, uh, yeah, this is just a uh uh short troubleshooting and um the team I would like to do this with you. And um yep, I'm wi. Yeah. Um, that node is um in front of the parent node right now. The one that is um
00:00
Speaker 2
If you record your name and reason for calling, I'll see if this person is available. Thanks. Please stay on the line. Hello. Yeah, let's do it. No, I have No, I have to move it again. Give me a second, all right.
00:00
Speaker 1
Alright, yeah, while you're getting it, okay, you might want to grab an, uh, extra Ethernet cable, since you're going to that node anyway. Yes, sir. Uh-huh. Okay. Uh-huh. Oh.
01:00
Speaker 2
So, so, so it's Paolo, right? Hold on. So, I'm going to go back to something that I said to you when we spoke a week ago or whatever it was. If, if you're going to have me connected to the parent by Ethernet, we're going to have a problem because that, this is what I did not want to do. This is the same thing we've done before, and when we did it before, it disconnected all the nodes and we had to reset the whole thing. So, unless you're guaranteeing me that that's not going to happen, then I'll give it a shot, but this is what I was trying to tell you before that I did not want to do. Is that what you're going to have me do, connect it to the parent? Yeah.
01:00
Speaker 1
Just check. Yes, sir. Yes. I'm hold on. I forgot to mention that to the team there. Hold on. You did that before, is it directly to the parent node or there's a switch in between there? It's a networking device that you can hardwire a lot of device. There's no switch. Okay.
02:00
Speaker 2
yeah, but this isn't this this is this is is what I'm saying. If you if you like I wish people would not you. I wish people would pay more attention. This is the problem. We did this before. We we connected it. We connected when it the last time that happened. We connected it to the power. And eventually everything got everything was it was working, right? And then everything went down. So we had to reset the whole thing. And and and I'm listening to. What do you mean a switch in between?
02:00
Speaker 1
[silence] Okay. Well, anyway, uh, um, um, Renee, uh, we're not gonna do that, sir. Okay, because um, if it affects other nodes in your system, I don't want that to happen. Okay? So, um, what I'm gonna do today is that I'm gonna get back to the team and then, um, look for that conversation that we had two weeks ago or a week ago, sir. Okay? And then, um, present.
03:00
Speaker 2
Correct. Correct. And and and I want to be clear again, right? Because I again, I said this to you the other day. The last time that we did this and we lost all the service, we even had we even lost the 5G network. We had to go back in I I had to call you guys and get help from somebody. I got help from a girl uh to to put everything back to go on the website that you gave me the last time and put everything back on the on the network and rename everything the right way. So again, we've done this before. That's what I'm saying to you. But okay. So. No, no, you know what? No, you know, Paulo,
03:00
Speaker 1
Mhm. Okay. All right All right. Yes. Well, that completes my troubleshooting, sir. I'm going to go back to the team, if that happens. Uh, power first. Best. things. First. Uh, before you connect the ethernet cable, uh, let's wait for two minutes and let it reboot. Okay. And then, uh, to answer your question, you're gonna connect it to the LAN port, not to the yellow port. Of the child node and the other end goes to the parent node. Ethernet LAN, yeah, Ethernet. Exactly. Yes, sir.
04:00
Speaker 2
Okay, so let's do this. So here, so, so right now, I'm plugging it in. Do you want me to plug it into power first or Ethernet first? Okay. I'm plugging it into power. I have an Ethernet cable. I'm plugging it into which one? The one that says internet or the one that says Ethernet? So it's going to go to the Ethernet port. There's no LAN. It only says USB Ethernet. Okay. So Ethernet to Ethernet, right? Ethernet on the child, Ethernet on the parent. Okay. All right. So it's, it's plugged in. So,
05:00
Speaker 1
I'll put that in one of my documentation, sir. This uh, um,
06:00
Speaker 2
I. it's doing its thing with the light. I don't mean to take out my frustration on you, but this company has been around for too long for me to be having to deal with this constantly. If the devices are not good if if there's a malfunction in the devices, then someone needs to replace it. I can't I can't afford to spend another $300 on new devices just because. [silence] and again, Paolo, I'm not trying to be disrespectful to you, but someone needs to sit down and review the history of the account. They need to go back and look at all of the phone calls, not just one ticket, look at all of them and see this is an ongoing issue.
06:00
Speaker 1
That's the thing. Um, when you said that to me the last time, Renee, okay? I was back tracking your tickets sir. Um, and, um, you said, you've called us multiple times with this ticket, right? I'm thinking that you've been dealing this one since last year. And, um, what I uh, from this ticket that you have right now, okay? Um, I can only uh, see up until 2026. Now, um, we changed our. Okay.
07:00
Speaker 2
Yeah. I know, but this is what I'm saying, Paulo, you can't, you can't focus on the ticket number. That ticket number, we got multiple ticket numbers. I don't know the other ones off hand, but there were multiple ticket numbers. That's what I'm trying, that's what I'm trying to tell you. There has to be a way to look up the account, whether it's the phone number, whether it's the address, I don't know. But there's got to be a way to look at the account. But you'll see that there's muh, multiple tickets. I don't have access to those numbers right now. If I needed to get them, I will get them, but.
07:00
Speaker 1
Mm-hmm. That is so, yeah. Uh, actually, uh, that's one of the descriptions that I mentioned to the team, sir, K. You've been calling for this, um, concern, um, uh, ever since. So, Anyway, going back to the, right now, since the child node is wired to the parent node, I'd like to know the LED, uh, behavior of the led status, sir. The bit? Oh, okay. I'm sorry. Okay. Uh, by the way, since it's part... Okay, uh, but before you connect that one, Renee, uh, uh, what's the color of the led status of the child node, sir? Is it blue blinking? Okay, let's connect the cable, sir. Uh, land to land, or Ethernet to Ethernet,
08:00
Speaker 2
Yeah. I'll try to get them. See if they're in my email. Okay. So what do you want me to do now? No. It's not wired yet. You didn't tell me to wire it. It's just powered on. So, I'm going to plug this into Ethernet. It's blinking blue.
08:00
Speaker 1
Okay. And is there a change in the color of the LED status of the child? No, it has remained like that. Blinking red. Okay, let's just wait one minute. And um the uh parent node is still a solid blue. Okay. Now um we're going to go to your computer, Sir. I just want to check uh that's why I said it's a short troubleshooting. I just want to check under device list, if it's being detected.
09:00
Speaker 2
okay it's plugged in okay it's plugged in okay um yes Okay give me one second let me get it okay give me one second let me get it All right, I think I still have the website up. Let me just double check. [silence]
09:00
Speaker 1
yes sir going there. yep. all right. okay.
11:00
Speaker 2
so my router.local, right? Okay. so on my router.local, I see router online. That's that's the that's got to be the parent. I see Linksys 0 1 2 4 0 online. Uh but it has a, this must be the child that we're working on because it has uh the symbol is not a wi-fi signal. Well it's not a wi-fi symbol. It's a symbol that has like a um um an arrow facing left with three dots and an arrow facing right uh after the three dots. And then there's the Linksys 0 2 1 7 0 1, which is the other child that has the wi-fi signal. So this one that says online that has a different than the symbol
11:00
Speaker 1
OK. OK. Now, I'd like you to click that child node, the one that we're working on. And may I have the IP address here? 241. Don't click that. Um, can I have the current firmware of that node there? The one that you're looking at? [silence]
12:00
Speaker 2
The one that we've been working on. And before it said off... uh... uh... right now, uh, the color is solid blue. Okay? Okay. uh, uh... 10.248.1.241. Uh, while I have you, uh, on this little device details page. It does give me a firmware version, and underneath the firmware version, it says update available. the current... The current firmware is two... point... One error... point...
12:00
Speaker 1
and close that screen we will go back to it can you click the other two nodes let's check the firmware the other child uh what's the numbers are the firmware okay the firmware is the same but um different build we're not going to perform an update sir okay we're going to I'm going to
13:00
Speaker 2
216620. So, I'm gonna click on the other child. The other child, um, has a different, it looks like a different firmware. It says up to date. 2.0.7.216903. [silence] The, the firmware is not the same.
13:00
Speaker 1
uh the build is not the same sir the build okay now we're not going to perform a um uh an update sir we're going to go back to the child node and I'd like you to uh that screen that you're on right now don't close that okay now um we when you type my router.local um you know the router password to get into that page right. okay because uh the other screen that you're about to open is going to need that router password so um let's open a different tab
14:00
Speaker 2
The firmware is not the same. the firmware for the one that we've been working on is 216620. the firmware on the one that has been working is 216903. they're not the same. right, okay. yep. yep. uh, yeah, wrote it down last time. Okay.
14:00
Speaker 1
And then I'd like you to type this one, sir. HTTPS colon Forward slashes. And then the IP address that you gave me it's 1.0. 241 um sorry, 248.1. 241 Yeah, sir. present. Hold on. Hold on. Sorry. uh forward slash. I forgot. After the two four one, forward slash. And then uh C. A. That's um Charlie-Adam.
15:00
Speaker 2
except that I'm doing automated transcription, so hopefully I'll need log files.
15:00
Speaker 1
CA. And then you may press enter, sir. Yes. It's the same screen of how you access or the first screen on how you access the parent node. They're the same thing. Now, the only difference is that you are accessing the interface of the child node, the one that we're working on. Let's go there, sir.
16:00
Speaker 2
OK. OK. So I get this connection is not private. Show details. And then visit website, right? All right. So now I see, sure. So now I see images of an app. And it says, keep your Wi-Fi handy. Um it tells me to download on the bottom. It says, continue to link to Linksys Smart Wi-Fi. It's not taking me there. It keeps taking me back to the same page.
16:00
Speaker 1
Did it ask for a username and password? Uh... OK. Now uh instead of... Yeah, what do you have there? uh... same screen, OK. Now uh let's try the other way. Uh... I'm sure you see a photo of the two cell phones there and there, right? OK. I'd like you to uh double left click that one. Just left click it twice.
17:00
Speaker 2
No, it keeps taking me back to the page where it said, where I had the option to, to click, to continue to link to smart, Linksys Smart Wi-Fi. So it, if I click it, it, uh-huh. No. So, it, when I click it, it shows movement. I can see in the background link to Linksys Smart Wi-Fi, but then it goes away and it takes me back to that, that, that, that, that, that page. Correct. Yeah. Okay. [silence]
17:00
Speaker 1
Is it spinning now? Going there? [ silence ] Yeah, double click the two symbols for the images of the cell phone sir. Uh just point the mouse to it. [ silence ] Okay. Uh huh. Yes, sir.
18:00
Speaker 2
dun. No, maybe I misunderstood it. I'm sorry, hold on. double left A major key? Oh, I gotcha. I gotcha. I underst And you know? All right, just one moment. And it has, like, a spinning wheel. Okay, I'm getting Linksys, why am I getting a warning when I try to access my router? Your connection is not private. Um, hit continue, uh, hit continue right? Continue.
18:00
Speaker 1
It's uh looping. Go. Okay. Now um, yeah. Uh, use the router password, the one that you used in the parent note earlier. Okay, now on the uh left, you have only less option to click right? Uh, on the left, you have a several main tabs there. You have only a few. Okay. Now, um, I'd like you to go
19:00
Speaker 2
Okay, now it's asking me to sign into the Velo. Okay, now I see smart WiFi tools on the left. Say that again. Right. Yes. Yes. Tech. I was shooting. Yeah. Yeah. At the bottom where? I'm not seeing anything. No, I'm seeing underneath underneath some widgets. I'm seeing end user license agreement, privacy statement, third party licenses UPLA privacy policies.
19:00
Speaker 1
It's okay. [silence] So uh let's go back to troubleshooting. [silence] And then uh when you go to troubleshooting [silence] uh go to diagnostics. [silence] And when you go to diagnostics [silence] uh [silence] I just want to double check this one. [silence] 903. [silence] I see. [silence] Uh [silence] hold on. [silence] Uh we're about to do a reset. [silence] Okay. [silence] I just checked [silence] um the firmware [silence] with the other child node, that's 2.0.7216903. [silence] That was on the other child node that is working. [silence] And the one that we [silence]
21:00
Speaker 2
see but I need that I see a copyright for like for links that but I do not see a CA anywhere okay trouble shooting yes diagnostics
21:00
Speaker 1
We're working is 2.0.7, 216, 620. It seems to me that um the 9 uh 903 is the updated one. We're gonna go back. Uh get out of diagnostics first, by the way. And uh you have an option to click connectivity, right? That's cool there. Now, on that screen, there's also an option for you to proceed an update, right? All right, let's do an update with this child node. Let's make the firmware the same to the rest since uh the 903 is the lead one. Uh yeah, sir, because I thought that the firmware is 1.15 uh now. So, we're going to try to proceed with this one. Uh let me just uh try to double check these ip uh addresses um there before clicking yes. So, that way there, I don't mess up the firewall of this child note because I don't know what IP uh address or node was removed uh so far. Flat Screen Squared, so we're going to click yes on that. So it was uh firmware update for child note.
22:00
Speaker 2
Mm-hmm. Yeah. On the right-hand side, it says firmware update and then it says update. You said before we were going to do that.
22:00
Speaker 1
where uh... is uh... the uh... uh... uh... two uh... forty uh... six two zero is the latest one, but it seems to me that the uh... the one uh... ends with nine oh three is the latest one. I'm looking at in our links of websites there. Okay. Yes, sir. Uh, yes, sir. That's the problem. That's one of the reasons and the other reasons, uh, were in one or two are not updating. Now, uh... as we know, when it performs.
23:00
Speaker 2
I mean, sure. I mean, I did. I said that though. It says up to date on the other ones, but that's fine. It's updating. It's about 25%. So, so while we're waiting for this to follow, these firmware updates are automatic, correct? Okay. So, is there a reason why this one didn't get updated? The one that we're having an issue? And could that be the reason why we have an issue?
23:00
Speaker 1
there is uh uh uh you know a minor glitch that not all has been updated and I can't be easily identified right away and usually when we deal with it okay we uh advise to reset and re add the child node then it will pick up that new firmware but yeah you're right it's one of the reasons uh okay Click okay sir.
24:00
Speaker 2
All right. It says router, reboot, your router is rebooting. Should I hit OK? Okay, now on the screen, it says waiting.
24:00
Speaker 1
And if you look at the child nodes here, the one that we're working on, is it a blinking blue right now? Red, okay.
25:00
Speaker 2
[silence] Oops, and no, it's blinking red. Mmhm.
25:00
Speaker 1
[silence]
26:00
Speaker 2
On the screen it still says waiting and it's blinking.
26:00
Speaker 1
A child node is already blue, we can just open a different tab later, okay? And then reaccess the child node. Click okay. It is... Okay. Now, you're back to the Connectivity page or tab. Okay. Now, from the firmware there's an option there for Don't delete.
27:00
Speaker 2
uh huh. Okay. The screen says firmware update complete. And then the node is solid blue. That's correct.
27:00
Speaker 1
[silence] detail.
28:00
Speaker 2
from the firmware. Where am I going? I'm sorry. In connectivity. under detail. Okay. so we'll look on details. the three. yeah, it's the 21690. all of them have. so it shows me all three. it shows me the router and the two children and all of them have the same. uh firmware. okay. I'm sorry, you broke up on me. can you see that one more time?
28:00
Speaker 1
on connectivity click OK at the bottom and then go back to trouble shooting and then go back to diagnostics and when you go to diagnostics now this is the main goal of this troubleshooting sir, okay? I would like you to click the reset. Yes, sir. We are only resetting this child nodes, okay? this child node. Not the parent node, but this child node. Yes, sir. [silence]
29:00
Speaker 2
one more time. Yep. Okay. Okay. Okay. So you so on the bottom, I see a factory reset. And there's a reset, okay, so what I mean, I don't okay, how do you how do you know that it's directly oh, because we we're in the IP address. Okay. So, hit reset.
29:00
Speaker 1
here's what okay and the reason why they're asking this one I know you've got reset this child node multiple times now it's called hard with
30:00
Speaker 2
It says factory reset router, when you reset your router it reboots, disconnect on the internet and clears all current settings, all devices connected to the router will be disconnected, when the when the reset complete, the router will need to be set up again. And then all devices will have to reconnect using new sites. Okay. Do you want to continue? Yes. We're we're essentially why, I mean, why would we, why would we do that part now? I gasp, I don't know. I don't remember. Yeah. I don't remember if we did it this way, meaning one device, but I, I don't I mean, again, I don't want to lose. So so let me give you an example, right? Um, I know you can't see my screen, but if I go back to the home screen of this website that you gave me, right? There's widgets in the middle. One widget says network status. The other one says link- says home networking. The other one has Wi-Fi settings, guest access, et cetera, et cetera. Correct? On the Wi-Fi settings, I have two networks. There were three before. Now there's only two. There's a 2.0, so a 2.4 gigahertz network and a 5 gigahertz network. On the right hand side, there's guest access and it says guest Wi-Fi, and it's the 2.0 guest, right? The password is not the password that we selected. I don't even see the guest network in the Wi-Fi settings. So the last time we did this, we had to redo all of this. This is what I don't want to do. So if you're saying that that's because we reset the parent last time, then let's go ahead and reset this one because this
30:00
Speaker 1
On the child node, is there, the one that you just described right now? This is on the child node or parent node? Okay. It just this one. Yeah. Yeah, yes, sir.
32:00
Speaker 2
Router that we're doing it only has hardline connections on it. Correct. The child node, when in use and on, it only has hardline connections on it. It doesn't, I mean, it doesn't matter, it still provides wireless services, right? But it only uses hardline connection. So, so you're saying, so you're saying if we troubleshoot, if we reset this one, it's not going to do anything to the parent or the other child, correct? Okay, so we're going to we're going to hit reset and we're going to hit yes, correct? Are we in agreeing? Okay, I want to make I want to make sure that we're on the same page because when everything starts to get messed up, this is where the problem is going to trans.
32:00
Speaker 1
hold on to that I just want to make sure before you click yes can we click cancel I just want to check a couple of things I want to make sure that you're also on the child notes there and then get out of troubleshooting and then go to connectivity and under connectivity you have their internet settings now uh what do you have there DHTP or bridge mode there and if you look at the uh
33:00
Speaker 2
So, as long as we're on the same page, I'm gonna continue, correct?
33:00
Speaker 1
Address bar. there's 10. 248. 1. 241. okay good thing I I double checked. okay. Now um um the screen that you're looking at uh Rene good thing you reminded me. That's a parent note sir. you and um yeah we're going to um yeah uh you're actually on the parent node because um the parent node has a 1.1. I'm not sure why you're back to that page because I know you I gave you the instructions to type the 10.48.1.1 241 / c a. Um can we open a different uh yeah before you go to the other tab, can you go back to the device list to
34:00
Speaker 2
You know. 10.248.1.1. Yup. Okay. Yup. [silence]
34:00
Speaker 1
Let's check the IP address of the child node that we're working on. It's the same thing. Now, open a different tab and then I'm going to give you that same um, uh, end talks uh earlier it's h t t p s colon two forward slashes one zero dot two four eight dot one dot two four one forward slash c a. Yes, sir. Charlie apple.
35:00
Speaker 2
the IP address is uh one uh 10. 2 4 8. 1. 2 4 1. Pa, right? Charlie Aaron. Okay, so HTTP
35:00
Speaker 1
Yes, sir. You got it. Let's do that, sir.
36:00
Speaker 2
Colon, forward slash, forward slash, 10.248.1.241.4. All right, I'm going to hit enter. Uh, this connection is not private. Show details, visit website. Visit website. Uh, it says internet. So, well, I don't know if it matters, but it says internet connection is down on the left, but I have to enter my V- my, my, my, my, my Vlo password. So do that. Uh, it says unexpected error 2123, we've encountered an unexpected error. If the issue continues, please visit our technical support site.
36:00
Speaker 1
Okay. And um, can you um, do you have a Microsoft Edge on that computer, sir? A Microsoft Edge. Okay. Uh, this child device that we're working on. Is it still blue? Solid blue, okay. Now, uh, let's go back to the main, uh, to the parent node. And, uh, go back to device list. And you see that file node that we're working on, right?
37:00
Speaker 2
it's know it's still solidly podcast okay
37:00
Speaker 1
Is it online or it's offline right now? It indicates their land. Okay. I see. Now, um, can you retype that one again, sir? Doesn't make sense, okay? It's blue, it's there, but typing that, um, CA uh, kicks you off that page. So, can we try that again on a different tab? Mhm. Number, okay. It's 10.248.1.241/C.
38:00
Speaker 2
Uh, no, I know it's online, but it's hard line. [silence] Yup, so HTTPSS colon //. Give me the numbers again. Spe. Yup. Yup. [silence]
38:00
Speaker 1
okay what are the details what was the error message again two one two three error message okay
39:00
Speaker 2
Unexpected error 2, 1, 23. We've encountered an unexpected error. If the issue continues, please visit our technical support site. And then there's a details option too. Uh, it just says uh forward/ J N A P forward/ device list forward/ get devices three. Yeah, unexpected error 2, 1, 2, 3. And then there's a, there's a link to so a technical support site. There's a like a drop down for details. Under details it has forward/ J N A P forward/ device list one word forward/ get devices three one word.
39:00
Speaker 1
not the word 3. Uh is it clickable or not? Just giving you that a okay. Um like OK sire. Yeah. Just wanna know the details of that why we can't seem to access the child note. We were able to earlier. Nothing happened. Is it routing you to a different page? Okay. Now I'll let's I'd like you to disconnect now. The internet cable from the child yeah the land internet. Yeah. From the child node. All right. Now we're going to observe for two minutes, okay? Because the moment you
40:00
Speaker 2
No. No, there's a OK. There's a OK button that's clickable. You want me to hit OK? [silence] Well, [silence] when I hit a [silence] no, when I hit OK, the the message goes away, but it's just a blue screen. [silense] Disconnect the land? Yep. [silence] OK. [beep]
40:00
Speaker 1
disconnect that one, cause it's communicating lantern, it's solid blue. So, it's supposed to switch from wired to wireless. Okay. Yes, sir. That's the next step. Yep.
41:00
Speaker 2
Yep, right now it's blinking red. Immediately, as soon as I unplugged it, it blinked red. Okay, now it's solid blue. Or, Well, one second. It's solid blue. Do you want me to refresh the parent node page and see if it still shows online? All right, I'm refreshing. It says waiting. Ooh, shit. Divisys. Okay, um, so if
41:00
Speaker 1
Okay. now um, let's double check this one okay [silence] there's another page that I'm going to show you, I'm not sure if you've seen this one before uh, is a diagnostic information. okay, and um, I can't read it, okay but, okay. Now um, open a different tab. I just want to make sure that child node is working. the device list is enough okay, but uh, let's have a double reference there okay. uh, on the different tab, it's going to be a HTTPS: / / 10.248.1.1 [silence]
42:00
Speaker 2
Okay. New tab. Yep. Yep. I'm ready. Yep. Yep. Yep. Yep.
42:00
Speaker 1
uh forward slash again and then says info i'm going to spell it out it's s for Sam y for Yankee s for Sam i for India n for Nancy f for frank all for Oscar dot and then cgi Charlie George India yes sir you got it mm-hmm press enter is going to ask you for a username and password now the username is going to be admin Trans [silence]
43:00
Speaker 2
Yeah All right. I'm gonna repeat everything back to you. Https W w w t T c G G I. 38. 1. Com For this info at T Z. H G. Okay. Now it's giving. Yeah. Correct.
43:00
Speaker 1
that. That's A-D-M-I-N-E. And the password is your router password to the parent notes there. Now it's gonna give you, sign in, yeah. Now it. Yep, these are the, um, the one, um, uh, as you can see, those are technical terms right there, or, uh, syntax. Uh, I can't read all of them. But, um, the tab itself, where you screen that, see that screen, it's still loading. Is it the spinning, or is that now? Okay. Now, let's use your keyboard, okay? I'd like you to do this. Uh, I'm sure you notice. Uh, you're gonna use the, um, control F. control F.
44:00
Speaker 2
Yep. But, okay, sign in. Okay, it gave me, like, a SQL code. It just finished. Okay, command F for me, I think, because I have Mac.
44:00
Speaker 1
oh this is Mac oh I'm sorry okay I thought this is windows I I I like you to type cuz we're gonna search a directly to it it's gonna be BH that's B four boy H for Henry underscore and and then report that's R E K for Peter R T report now um I'd like you to press enter or return or return for a Mac now uh it'll get to the bottom. B H underscore underscore report wireless backhaul. Do you have that series of uh. Okay, that's where I wanted you to be. No. Below that is there... [silence] Go ahead. [silence] What else? [silence] Hold on. [silence] You're in the right screen, sir, but I wanted...
45:00
Speaker 2
a section that says node, node IP, parent IP, INTF, channel, RSSI, speed, state, and timestamp. Yep. Y may I see client stat, net node. No, no. UH, beneath that, client, stat, net, node, MCS, RSSI, and then when. And then, beneath that, it says show device. It's UUID, MAC, IP, UH, connection, stat, name, W F version, role. And then there's some other stuff beneath that that says LLD neighbors and to or LLD information.
46:00
Speaker 1
Uh, hold on. this one. Uh, uh, hold on. Report. Yes, the word report. Okay. All right. Now you're on the page, you made mention about this just now. You have their node IP, parent IP, and there's a channel and there's an RS I, uh, parentheses, AP slash STA. Right? You made mention about that. Okay. Below that, what's down? That says there um, an IP address, like the nodes. Below that section, yeah, sir.
47:00
Speaker 2
you said, you said B as in boy H as in Harry underscore R.E.P.O.R.T, correct, Yep. OK. Yep. Yep. Below what? I'm sorry. Below that section. below that section there's another section that says
47:00
Speaker 1
So, uh, you supposedly, uh, what you're gonna see there are the nodes. Okay? The parent node IP address, the child node IP address. Nothing like that. Below that, below that section. Okay. Can you tell me the IP address? That's what I'm looking for. Okay. Uh,
48:00
Speaker 2
as client, and then stats, and then net, and then nodes, and then MCS, and then RSSI and then when, waiting, wait, wait, wait, waiting. Below that section, I'm sorry, I'm sorry. Below the section where it says node node IP, parin IP, in IP, Ch channels, RSIF speed state and time stamp, there are two nodes. Only two, they're two node, two node IP's. Yeah, OK. So the two node IP's you want the node IP or the parent IP? [silence]
48:00
Speaker 1
Let's start wall done. I'm I'm taking the parent IP, Sr. Okay. So, there are okay. So, it means okay. I I I picture it now. So the the parent IP is uh 2 uh and then uh each of these has a partner, right? And uh these are the child notes here. Can I have those IP address? Especially on start with the first call column. Yes, Sr. 2401. this is the child node that we're working on and then below that
49:00
Speaker 2
The parent IP for both of them is the same. It's 10.248.1.1. Sure. The first column, you want the node IP, correct? 10.248.1.241. Okay. Is-
49:00
Speaker 1
[silence] 240. So this is the other child node. Now, my next question is, yes sir, my next question above that, okay, there is RSI, what are the values there under RSI sir, especially on the 241? Uh [silence] Was it [silence] or 13 sir? Okay, below that is an RSI as well, okay, That's for the other child node. Can I have those values? Okay, 'cause uh obviously isn't a uh what was that number again?
50:00
Speaker 2
0.0.0.0.0.0.248.1.240. One, the one that was already working. Yeah. So on the, on the 241, the RSS I is negative 17, forward slash negative 13. 13, one 3. 13. 13. Yeah. negative 53 forward slash negative 52."
50:00
Speaker 1
53? 52, okay. I missed that. Okay. All right. Now, here's what. Now, comparing this screen to the device list earlier, the child node that we're working on gives you a symbol for a wire, okay? Um, and it's pushed. Not anymore. Okay, great, okay. Now, um, Oh, okay. Sometimes it stays there, but eventually it will just refresh and turn to a symbol for wire. Okay. Now,Um, the reason this ticket has been escalated to us, okay? Uh, is a lot of Um, description, okay? One of which is that the this child node.
51:00
Speaker 2
get negative 53 and negative 52. But this one, 52. So 53 is the first number, 52 is the second number. No, not anymore. Yeah, yeah, because you you told me, you told me to unplug the ethernet. Oh, yeah, I I ref I refreshed it. It's a wireless symbol now.
51:00
Speaker 1
is blinking blue and it's also mentioned here, that the 5 gigahertz is not broadcasting. Okay, so, um, once this is being raced to us, uh, we're thinking it's something to do with the antenna. Okay. Now, um, right now showing that, uh, two screens that we based on, and, um, it's giving us an R(this is high), um, negative 17 flash negative 13, okay? It's communicating to a wireless. Now, the wireless backhaul of this, okay? In order for a child node to communicate to the parent node, the primary channel where are where they are communicating is through the 5 gigahertz, okay? That's the wireless backhaul. Now, in wired, okay, it communicates to the ethernet, and is that going to give you our values right there. Okay? It's just ethernet. This is the last step that we're gonna do, Renne. Okay? Uh, we're gonna grab that child node and bring that uh node where you want that to be. Yes sir. Okay. Mhm. Oh, okay. The minimum re... I'm sorry, go ahead, sir. Go ahead. Uh... Yes, sir. It is because the minimum requirement for an RSI is below negative six.
52:00
Speaker 2
OK. OK, so, I'm gonna unplug it. I'm gonna unplug it from the whoops. OK, unplugged it. Taking it downstairs. Uhhmmm. Now, while I'm walking, let me ask you a question, Pallor. The numbers, -17 and -13 versus -53 and -52, does that signify strength? And the reason why... Oh no, go ahead. I thought you were, I thought... No, no, I thought you said yes to my question. Uh does that does that number signify strength?
53:00
Speaker 1
99, okay. Now if it goes there. Yes, basically like that, yes. So it gives me the idea that the 5 gigahertz is working on that child note, sir, because it has negative 13 and they're too close. Yeah, I'm sorry to interrupt, sir. Hmm. Yes. Sir, yes, I Yes. Yes. Yes. that's still good, sir. Yeah. So, um, that gives me the idea that, uh, we're, we're doing great right now and since you're about to relocate that child node, okay? It's gonna tell us something, okay? If it goes to a solid blue, I'm gonna ask you to go back to the computer, refresh that screen, and then we're gonna check the R's Grass I recited, okay? After this. And you will see that numbers will change. Yes, sir. Uh, you said a child node solid blue right away or it's still blinking blue?
54:00
Speaker 2
Okay. So, right now, it's solid. Blue. The device list shows offline because it reset. So I'm going to refresh it.
55:00
Speaker 1
Okay. And if you go back to the screen that we opened, you can refresh that page. It should generate a new information. Okay. [silence]
56:00
Speaker 2
uh no it's solid blue now it was blinking red it's solid blue now um i forgot how you do screen print here um okay hold on i just want to copy i want to copy the first one i know that you have the numbers i just want to i just want to copy it real quick um do i have notepad in yes i do notes sorry it's giving me one sec all right so now i'm going to go back to the last page that we opened the one that has the code right [silence] and we're going to hit refresh on the Azure bar, correct? All right, I'm going to refresh. When I looked for BHI report, oh, it's still loading. Okay. All right, so now the numbers have changed. So, the node IP of 10.248.1.241, right? The, the, yep. Negative 64 and negative 65. Negative 64 forward slash negative 65.
56:00
Speaker 1
How far do you think is that? Sir? Just a rough estimate. Mhm. About 12 feet, but above it, right? 12 feet, but, but.
59:00
Speaker 2
you, you know, I mean, here, I'll do you one, I'll do you one better. Hold on. So, from the top of the node, okay? Give me a sec. So, from the top of the node, just to the ceiling of my basement is six feet. So, I don't know how many feet are in between the floors. So, I would probably say, if I had to give you a rough estimate, maybe 12 feet. Uh, correct. It's directly, it's directly below it, but on a different floor. Well that, that changed now the other one changed to the other one is now negative 58 negative 58 so it changed to 58 58 fix the, yep [silence]
59:00
Speaker 1
Oh, it isn't, sorry. The Yeah, I kinda lost it. You're right. I said -69. It's still in the range. Sorry. Okay. Now, no need to move. Mhm. Yes.
61:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. So, well, it is, it is below 69. It's six, four and six, five. It is below 69. But what? I'm sorry, go ahead. Yeah. No, no, no, but I, but, but I understand what you're saying. I understand what you're saying. So, so what I'm saying to you, though, is I can move it somewhere. Right? I, I can, I can, I can move it somewhere else a little higher off the ground I guess. But if I do that then the devices that I had hard lined to it, I can no longer access them.
61:00
Speaker 1
Ah, okay. No, no, no, I can't see your networks. I'm basing the information that you gave me, okay? Now, um, OK. All right. Uh, here's what, okay? Don't relocate the child hood, okay? Um, it's okay. I'm just going to take note of this that, um, it's almost on the borderline. It's negative 65. That's good. And then, um, yeah, and it's communicating through a wireless backhaul using the 5 gigahertz. Now, um, Renee, okay? Uh, just to inform you, okay? Um, does this ring a bell? According to the ticket here that you had this node like, uh, November 16, 2024.
62:00
Speaker 2
Hard line to it. So how long do you want to watch it for and are you watching it remotely from the office or are we sitting here doing that together for the next 20 minutes? Uh okay. Yeah, so yeah. Okay, got it. Yeah. Yeah.
62:00
Speaker 1
Uh, let me check further on the attachments here. Uh, maybe you've... All right. Well, anyway, the reason I ask, because, um, I wanna make sure that you're still covered with the warranty, sir, okay? And, um, uh, yeah. Uh, for now, Renee, okay. Anyway, um, uh, the email address that, um, I see the receiver from Amazon says here, uh, February 1st, 2025, sir.
63:00
Speaker 2
Um, no. Um, I don't remember what the receipt said, but I think we got in 25. No? If you look at the if you look at the attachment, yeah, that's the receipt from Amazon. What, did you did you see the receipt? And what does it say? Yeah, so so it's been a little over a year and a half, right?
63:00
Speaker 1
That's gonna be 26 yeah yeah yeah almost um more than one year yeah and for this model it has three years complimentary assistance and warranty you're still covered with it uh I'm asking this because after this we're gonna observe that uh node sir and then we can communicate to the email address okay uh because um like you said it keeps disconnecting sir okay and um right now I can see it's working okay but of course we need observation um um Rene okay so um you can send me. okay. yes sir. that's basically uh, yeah, like that. mmhm. you let me know in the email, sir. yeah. that's the reason I asked for the receipt and the start date, because I wanna make sure you're still covered. okay. mmhm. I'm gonna get back to the team and then uh, tell them that uh, we have uh, [silence]
64:00
Speaker 2
this node ant its performance's my concern because I have to see it right in front of me so what is the expectation that we don't that it doesn't go down again if if it goes down again to reach back out to you? Okay and I can reply to the email to you? Okay okay that that's fair. yeah okay so so Paula just one more question I'm not I'm not asking for any freebe right that's not what I'm doing here. I want this to work obviously. If it goes down again and we've already exhausted all these troubleshooting methods, what happens next? Does linksys replace them?
65:00
Speaker 1
made it work for a while and then uh, and I'm I'm gonna uh let them decide for replacement. Yes, sir. That's right. mm-hmm. Okay. Gotcha, sir. Thank you for that. I just. All right. Thank you. And yeah, just wanna make sure I know you made mention about this uh this is Ramirez family 20, 2510@gamil.com you said this is a family email. So, um, uh, you can send that, um,
66:00
Speaker 2
Okay. All right. So, so let me let me watch over this for the next two, three weeks. See how it's going. I will email. Let's do this. It is July 3rd. I will email you back. If nothing happens until then, I will email you back on August 3rd. I'll set up a reminder for myself to email you back on August 3rd, that's 30 days. And give you an update to see how it's going. Whether there's good news or bad news, I'll give you an update.
66:00
Speaker 1
hey um update for me on that email sir, okay? all right. now, uh, Riddell, thank you for this, okay? I'm gonna get back to the team and, make another uh documentation what we have done today, okay? Just in case, um, I'm not thinking that it's gonna be happening again, however, at least we have, I have a, documentation to [percent Now], uh, in the future. okay? uh, that would be all unless if you have any questions for me. thank you so much, Renee, okay! Take care, sir. Bye now.
67:00
Speaker 2
Okay. No. I think that that's fine. Thank you. Goodbye.
67:00