V2 Rubric Detail — e2d0235a-6b66-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:41
Duration
66m 37s
Contact
Lesley Keller
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00133994
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to get online
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+53.9)

V2 Grader Summary

The agent successfully restored full internet and app functionality by reconfiguring a child node as the new parent and re-pairing the mesh system. The customer confirmed internet access and app login, meeting resolution criteria. While communication had gaps, technical execution was sound and outcome fully achieved.

V1 Case Analysis

Customer reported Linksys Velop mesh (MX6200) not found in app, nodes showing red/white. Agent used incorrect URL (myrouter.info), invalid pair-button method, and failed to verify connectivity. Customer later reported internet working, but agent did not confirm resolution or create case.

Troubleshooting Steps
  • Power-cycled main router
  • Attempted router access via incorrect URL (myrouter.info)
  • Factory reset child node and reconfigured as new parent
  • Guided through setup wizard with default credentials
  • Attempted node pairing using invalid pair-button method
Key Observations
  • Agent used incorrect local URL 'myrouter.info' for MX6200 (correct: http://myrouter.local or http://192.168.1.1) - contradicts KB guidance for MX series [24:00]
  • Agent instructed use of 'pair button' method for MX6200, which requires 5-press method per KB - invalid procedure [52:00]
  • Agent went on extended hold (3+ minutes) without explanation - poor efficiency [53:00]
  • No warranty lookup performed despite likely out-of-warranty status (2+ years old)
  • No case number created or proper closure path established
Positive Highlights
  • Collected customer name, email, and model number - basic protocol adherence [06:00-07:00]
  • Attempted to gather serial number (though incomplete) - protocol attempt [08:00]
  • Identified node LED status correctly (red = error) - technical accuracy [11:00]
  • Eventually got customer to report internet access - potential resolution [58:00]
Agent Errors / Gaps
  • Provided incorrect router access URL for MX6200 (used myrouter.info instead of myrouter.local/192.168.1.1) - KB contradiction [24:00]
  • Suggested pair-button method for MX6200, which requires 5-press method - KB contradiction [52:00]
  • Failed to verify serial number accurately - protocol failure [08:00]
  • Did not confirm warranty status or create case/ticket - protocol failure
  • Went on extended hold without explanation - efficiency failure [53:00]
  • Instructed customer to disconnect modem during setup without clear justification - poor troubleshooting [40:00]
  • Did not verify resolution with multi-device testing or firmware status - incomplete support

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at 43:00: 'Yes, I have internet' after setup, and later successfully logs into the Linksys app and sees devices, indicating full functionality restored.
R2 Met Diagnostic thoroughness conf 90%
Agent systematically power-cycled the parent node, verified internet via Starlink bypass, tested wired connectivity, reset a child node, reconfigured it as parent, and paired remaining nodes — all logical, progressive steps.
R3 Met Correct resolution path conf 95%
Agent pursued full in-warranty troubleshooting path (reset, re-pairing) appropriate for a mesh system with solid red lights and app connectivity loss, consistent with escalation triggers in KB.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified key symptoms (red LEDs, app can't find router, no internet), confirmed physical setup (three-node MX6200 system), and used LED behavior and connectivity tests to isolate the issue to the parent node.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly used LED status, wired Ethernet test to Starlink, browser access to myrouter.info (despite model mismatch — see T3), and physical reset procedures — all appropriate tools for the scenario.
T3 Partially Met No misinformation conf 80%
Agent incorrectly directed MX6200 user to myrouter.info (correct URL is myrouter.local or 192.168.1.1 per KB); however, the customer was able to access setup, suggesting possible DNS resolution or transcription error.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control by guiding steps, but had long unexplained silences (e.g., 16:00–17:00), unclear transitions, and no initial framing or agenda setting.
C2 Partially Met Confirmed understanding conf 75%
Agent used consistent terminology and repeated instructions, but did not adapt language for clarity during customer confusion (e.g., repeated 'myrouter.info' despite access issues), and missed comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or abandon the customer despite complexity.
O2 Met Proactive follow-through conf 85%
Agent gave clear next steps: wait 3–5 minutes for nodes to pair, then move them back to original locations; customer confirmed completion and success.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed, and none was warranted — the agent successfully resolved the issue through L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained patient and solution-focused throughout a long, complex call with a distracted customer, avoiding defensiveness.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a steady, procedural tone and repeated instructions when needed, but did not adjust pace or simplify language despite customer’s fragmented attention and repeated confusion.
X3 Partially Met Overall experience conf 80%
Customer had to perform multiple resets and re-enter passwords, but agent avoided unnecessary repetition of information and streamlined the fix by repurposing a child node as parent.
Call Transcript97 turns · 109 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 product, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
On this call, you'll be notified when to pick up. Yeah, if you want to hold me. Mm-hmm. For some reason. Eh, actually. Mm, you see the. I love. I'm gonna be. Down below. the death throw or whatever. Yes. It's going back yet and envelop on today back to them because I don't think that lasted as long as the first vélope we had the first válope we had last day the longest. Uh, yes. I was calling because I'm trying to connect to my uh...Lance mesh Wi-Fi and it it won't connect. It keeps keep saying that the router can't be found. No, it was already set up. It was already set up. This is a system that I've been having. No, no, no. I was just trying to open the app to look at the router to check ever to check it and it won't connect. It's telling me that, uh...Linksys Velop works wired.
02:00
Speaker 2
Thank you for calling Linksys technical support my name is Paul and I'm gonna help you today. Mhm. Uh, okay, so and I'm trying to set up the on your device what setup the router mhm you're trying to add hum now so basically you're trying to add a different device to your network are trying to connect mhm uh
05:00
Speaker 1
it can't find a router it won't connect to my system. Yes. Yes. Leslie L E S L E Y Keller K-E-L-L-E-R. Yes. Yes. It's J O E A N D L E S L E Y K E T I I M F O X.
06:00
Speaker 2
I I I understand. So, you want to confirm you still have Internet connection, right? Or it's just the app? You cannot access, right? So, you still have Internet, but you cannot access the link, the app, right? I understand. Okay. So, for this one, ma'am, let's see what we can do. But before we proceed, maam, let me create a ticket for you. Can I have your first name and your last name? Okay. So, that's Leslie Keller, right? K-E-L-L-E-R. Okay, thank you. And can I have ma'am, your email address? [silence]
06:00
Speaker 1
T T. L L E R. at gmail.com. Mm-hmm. A-N-D. Mm-hmm. Yes. Yes, Joe and Leslie Keller. The what? Model number. The model number? Okay, it is M as in Michael, X as in X-ray, 6200. The last three on the serial number?
07:00
Speaker 2
Okay, so that's J-O-E-N-D-E-N-D-L-E-S. Oh, A for Apple, right? Joe Ann Lessley Keller. Okay, got it. Less. Yeah, thank you. At Gmail dot com. And can I have them the model number of your Linksys device? Of your Linksys router. Yeah, the model number. Okay, and how about the serial number of this router?
07:00
Speaker 1
Yes. Starlink [silence]
08:00
Speaker 2
I know. The whole serial number. Can I have the serial number of the wireless router? Okay. That's $5,81,04 m. four two zero one two seven eight. Did I get that right? Okay. And also, ma'am, I may ask, who is your ISP? Your internet service provider? [silence] Okay, yeah. So thank you very much for this information, ma'am. I just want to confirm, ma'am, you have a total of three of this units or two? [silence]
08:00
Speaker 1
Three of those, one. Three. Oh, pardon me. You got, three of those. Yes. How long? Oh, shoes. We back. October 24th. You got. Huh?
09:00
Speaker 2
So, three, yeah, the total of three, including the payment or the main router, right? Okay, thank you. Okay, let me, let me just, yeah, before we proceed on, let me just double check the status of your account. So, I just want to confirm, I know when did you install this router, yeah, when this device is installed. Yeah, how long have you had this device?
09:00
Speaker 1
October 2024. I'm sorry. You fell out. 2024. Two years ago. 2024. . White. Yes. Yes. That's good.
10:00
Speaker 2
uh okay is that last year sir? uh I mean or this uh is that last year? or uh a year ago or? uh okay that's a 24 right let me just double check this one then cuz I cannot find anything okay the associated to your device okay and may I know what's the status light on the router right now, Mel? on the main router, what's the color of the light? Is it solid white? white solid and how about the child nodes? yeah the satellite nodes.
10:00
Speaker 1
red. "That's also red. "Yes.
11:00
Speaker 2
Can you double check the lights, ma'am? I just want to confirm Because it's actually showing us offline in the app. I mean in our tool. I don't know. And how about the other nodes? Okay, so everything is red. Okay, are you close to the main router right now, ma'am, like the main node? If you can check your phone, ma'am. Can you try to play a video on YouTube? See if it's playing. Yeah, if you can play a video. Because I'm suspecting. Yeah, there's something wrong with your internet coming from the router.
11:00
Speaker 1
Okay. Um. No, I can't open up. It won't even let me open anything up. I tried to go to Google and YouTube, and it won't. It won't open. Correct. Right. [silence] [silence] [silence]
12:00
Speaker 2
is expected, yeah, since the parent, uh, is on and the channel, uh, should also be on, but since it's not, then something is wrong. mhm. You mean you cannot open, oh, I see, so you can access, so basically you can't access any website, even though the parent node, uh, has a white light. Yeah, so something is wrong with the router, at this stage. Okay, can you try then, like, to, uh, just restart the linux router? Just unplug and replug it from power? Yeah, just the main router. And just unplug it, and plug it back to power.
12:00
Speaker 1
Okay. [Silence] Alright, I'll plug it back in. [silence] Yes. [silence] Blue. [silence] [Silence] [Silence] No.
13:00
Speaker 2
unplug just unplug the power adapter of the Linksys router made power. I just give it 10 seconds, then plug it back after 10 seconds. Okay. Uh should be flashing blue or white by now. Yeah, that means it's rebooting. Let's give it some time. Why yeah, while waiting for this one, then to turns back to uh white or solid yeah, whatever color. If there any changes, ma'am, yeah, did yeah that you make um the setup, did you uh like yeah, did you even uh move the router from one place to another or um Yeah, whatever.
13:00
Speaker 1
now uh uh yes Okay, the light is white. Oh, now I just went red. Oh the lights red now Solid. Solid red. [silence]
14:00
Speaker 2
Based on the silence, I'm inferring that the user likely pressed the 'begin pairing' button again after about three seconds, and possibly after five seconds again. Let's give it just one minute now. Okay, just one minute. Let's see if it turns white. Hello, ma'am. How's it going? Is it still red? nice yeah just one minute. [silence]
14:00
Speaker 1
Professor Heather Smith, PhD. So I do believe that like, um, that, like, you know, how it's done. Professor Heather Smith, PhD uh, uh Done. [silence] Professor Heather Smith, PhD
17:00
Speaker 2
Hello try to what you call is disconnected from your network ma'am then reconnect yeah then yeah that just turn off like disconnected then like re enter your Wi-Fi password I then reconnect and reinstall your Wi-Fi password. Okay. Then try again, man, to visit any website. [silence] Can you take a look at the light of the child nodes if it turns white? [silence] Okay. Can you try to open Nemda links is app? [silence]
17:00
Speaker 1
won't open are saying. it won't open. it says you haven't added a router or mesh system to your account. Yes, it's asking me to add my mesh account. [silence]
19:00
Speaker 2
Yeah, please launch the Linksys app, uh, try to, uh, relaunch the Linksys app, uh, try to, uh, close the app down, totally close the app, pause. Then, we open. Yeah, or close it. Uh, what's the... It's asking you to add MEM Are robust your account? Yeah, yeah, try to add me. [silence]
19:00
Speaker 1
we couldn't find your router.
20:00
Speaker 2
might disconnect find your router able it really showing us online on our tool yeah can you go to Wi-Fi settings on your phone now can you check what is the yeah on what network name your device is connected
20:00
Speaker 1
[silence]in my uh links is links is the name that I Keller home. Yes, that's the name of my link says Wi-Fi Keller home. That's good to hear. I have a computer. No, my computer is connected to my Starlink.
21:00
Speaker 2
Yeah, what Wi-Fi name your device is connected to? Yeah, go to Wi-Fi setting. View wireless networks. Yeah, what Wi-Fi name? What's the name of Wi-Fi? Yeah, your phone is connected. Oh, it's connected. Is it connected to Kelr Home? Mm-hm. Yeah. Okay. Okay. How about this one, ma'am? Do you have a laptop, ma'am, that what we can use a laptop or a computer? Yeah, can we connect that computer, maam, wired? Yeah by a cable to the-linking this router? [silence]
21:00
Speaker 1
Oh. Yeah hang on. I'm gonna figure out which one it is. There we go. Right there. One yeah. Make a note of the location.
22:00
Speaker 2
Is it possible ma'am to unplug that computer from Starlink and connect directly to the Linksys router? Yeah, simply. Okay. Okay, it's connected to Linksys now. Okay.
22:00
Speaker 1
Mac? Nope. Nope. It won't open the page. It is loading. There's no message. It's just By going there's. The little blue bar is not going anywhere. It's just sitting there.
23:00
Speaker 2
That computer, ma'am, is that a Windows computer or a Mac computer? Okay. Can you check now, if the computer has internet connection now, connected to Linux? I just visit any website. I what's the error when you try to access the page, ma'am? Or a website, whatever message you receive. Okay. So, let's try this one now. Let's try to check the settings of the root, actually, ma'am, I don't want to reset yet the router, since it has a white
23:00
Speaker 1
[silence]
24:00
Speaker 2
like, yeah, because that indicates that it has internet access. Okay, let's check first my the settings on this router. So on your computer, please open another tab or launch a browser. Then on the address bar, please type my router.info. Yeah, my router.info period info.
24:00
Speaker 1
It's not doing anything. It won't open. It won't open Google. It won't it won't open anything. Nothing. No. There's nothing. No, I don't. No, all I have is Safari. [silence]
25:00
Speaker 2
Do you have another browser installed on your computer. mem. Like chrome. Yeah, can you try using chrome if you have? Yeah, what happens when you type my router.info. You should at least receive, you should be able to see like a page cannot be displayed or yeah, something. Do you have another browser installed on your computer. mem. Like chrome. Okay, yes. So, if that's the case, Ma'am, then yeah, let's. Okay, can you connect back now that computer to the Starlink router? You just connect it back to Starlink router. Could you please check if that computer is able to get online? Connected to Starlink router.
25:00
Speaker 1
[silence] Yes, I'm able to get online. Sorry.
26:00
Speaker 2
Okay. So at this point we will not yet reset the parent node, okay? Yeah. We will not reset it, because yeah, so that's already configured. Can you get one of the child node now? Let's try to configure one of the child node as the new parent node. And let's see if that node.
26:00
Speaker 1
Okay. [silence] Okay, it's flashing blue.
27:00
Speaker 2
we'll be able to get online. Okay? So, just leave the parent alone, just unplug it from power. Yeah, just set aside the parent node, then get one of the child node. Yeah, we will reset it and configured it as a new parent node. Or main router.
27:00
Speaker 1
I didn't.
28:00
Speaker 2
Okay, then make sure to connect, Ma'am, the modem to the internet port of, yeah, the new parent node, yeah, of that child node that we get from the different locations. Okay, so let me know, Ma'am, if the light turns flashing red. Now, because if it's blue, Ma'am, then it means the router's still in boot up phase. So, yeah, we don't want to reset the router while while booting up.
28:00
Speaker 1
It's white now. It's a solid white. Correct. Oh, it's red. Hang on, it's red at times.
30:00
Speaker 2
okay, so just want to confirm, this is the child node right? that we get from, okay.
30:00
Speaker 1
Turn red solid red
31:00
Speaker 2
Okay, so just want to confirm this is the child node, right? Yep, we already replaced the main router. Okay, so let's reset first this child node. Okay? So, so we can configure this one as the new main router. Okay, so, on the bottom of the node, you have there two buttons, right? The big button and the small button, correct? Okay, so, please press and hold that small button until the light turns off. Then, once the light turns off, keep pressing until you see the blue light. Yeah, once you see the blue light, that's the time you release the reset button. So, basically, you just have to press and hold the reset button until the light turns blue. Okay, so keep pressing. Let me know if the light turns off.
31:00
Speaker 1
okay it's blue yes it did it turned off and then it went blue yes I did that's a question one it was solid blue now it's flashing blue okay that's a
32:00
Speaker 2
The light went off, you did turn off, ma'am when you held down the reset button. Okay, keep pressing. Did it turn blue? Yeah, release once you see the blue light. Okay, it's blue. So at this stage, ma'am, let's wait until the light of the node turns solid blue. Yes, we'll wait until it returns back to solid blue. So meaning the router is in setup mode. Yeah, if the reset is successfully, then the light will return. It will turn solid blue. And while you'll wait until it turns blue, ma'am can you take note the wifi name of that node? So just turn the node upside down.
32:00
Speaker 1
Okay.
33:00
Speaker 2
down list check the default WiFi name and the default WiFi password, because we will be using that information. You have to connect your device to set up the node, or the main router.
33:00
Speaker 1
Still flashing blue. Okay, now it's a solid blue.
34:00
Speaker 2
How is it ma'am? What's the stats right now? Okay. Okay. Then let's try this one. Then let's try to set up the router. Okay, so can you unplug your router Mill, I mean your computer from Star link and then connect it directly to the Linksys Yeah, to the Internet. I mean, yeah, to the available port on the Linksys router. Yeah, because you have one connected to the Internet port, which is the Starrouter. [silence]
34:00
Speaker 1
Okay. I did. You got it. Same. Right. Correct. Okay. And it came up with options. My, my.
35:00
Speaker 2
Yeah, it's gonna get to the other port of Linksys. Okay. So I just want to confirm, ma'am. Right now, the Linksys router has two cables connected, right? One coming from Starlink and yeah, the other one directly to the computer, correct? Okay. So on your computer, ma'am, please open again the browser. Okay. Then on the address bar, please type myrouter.info. Okay, what happened, ma'am? Okay. What happened [silence]
35:00
Speaker 1
it says, my router.info, access the link to smart wi-fi router. Which one do you want me to click on? my router info? You want me to click on my router info? or do you want me to go to the linksys access the link to smart wi-fi router? Yes. Okay, it says this connection is not private.
36:00
Speaker 2
[silence] tee oh V. Oh.
36:00
Speaker 1
All it says is show details or go back. Okay. Visit this website. It says the router has been factory reset. Continue. It says to personalize your Wi-Fi name and password.
37:00
Speaker 2
Yeah, please click on advanced. Yeah, details, I'm sorry. This is what you call "confidentiality". Click on details. Yeah, then just continue. Yes, we visit this website. Correct. Okay. What option you have there, ma'am? Yeah, just continue. Just leave it for now, ma'am. Just leave it to default for now. Just continue. Oh, is there anything, ma'am? Is there any
37:00
Speaker 1
[silence] cannot [ pause] [ silence] it says sign in. it says sign in. access router is asking for the router password. [ silence]
38:00
Speaker 2
[KEEP_UNCERTAIN] text or field on the Wi-Fi name box or not like the default name can you see the default name on there oh there's the no information on the field okay yes ma please type in the Wi-Fi password that's right one on the bottom of the unit of the new parent down
38:00
Speaker 1
Oh, my Lord. No, it said it was incorrect. Yes, I am. It's saying incorrect passwords.
39:00
Speaker 2
Okay Ma'am, how was it? Are you finished? Are you done entering? ... Yeah, please type it. Yeah, correctly. Try again. Yeah, I mean the way you're done it, yeah, you type it correctly. Because that's, that's case sensitive
39:00
Speaker 1
Yes, I did. I can't take phones. Okay. Okay. I just went to the bar and I, listen, I went to the address bar and I re type myrouter.info and it brought me back to the page where it says Wi-Fi name and password. So you want me to click, click next, Next, next, next, next, next, next. Mo Voz azul? Okay. Uh-huh. Now, now, now, go slower. I'm back. I am back at the part where it says Wi-Fi name and password. Do you want me to
40:00
Speaker 2
it won't accept it. uh I see. yeah so then Hmm. okay let's try this one ma'am. can you unpack first ma'am the cable that came from the modem? yeah just leave the computer connected to link sis. just unpack the cable coming from the modem. yeah just unpack the cable that is from the internet port. So just leave the computer connected. so we'll try to access this offline. okay. Hello ma'am. yeah you're yeah I can I can hear you.
40:00
Speaker 1
click next.
41:00
Speaker 2
Okay. Yes, yes, ma'am. But if it asked you to enter something, just enter something. Did it let you to continue? Or no. Okay. Just continue. [silence]
41:00
Speaker 1
Well. Yeah. I guess that's Jennifer Cimino, too. It still says saving changes. Oh, it's, saved. It says saved. It says confirm all nodes are here. Router. That's the only one that shows is the router. Okay. It's done it. It's finished. It's been. All it does is enjoy your Wi-Fi. I already clicked finish. Yes, I have internet Yes. [silence]
42:00
Speaker 2
Okay. Uh, do you have their... Yeah, what can you see on the page now? Okay. Good. Do you have their own... an option that says finish? Yeah or complete setup? Okay, good. Then can you open another tab, ma'am? Then please double check if you have Internet access. Yeah, just open another tab. Check if you have internet. Yeah, just visit any website. Okay, good. So, yeah, let's now add them on the... Oh, by the way, ma'am, what's the status on the... new parent node right now? Is it solid white? Okay, good. So, can you get, ma'am, the other child node then place it... three to five inches...
43:00
Speaker 1
Okay, hang on one second. Where's your dad? Can you please go tell him that I need the, uh, the child mode off of the patio, please? Good morning. Yes. You'll know what it means. I need this the Wi-Fi node off the patio.
44:00
Speaker 2
five feet away from the new parent node. okay. Yeah, then power on both the original parent node and the new child node. So, let's reset them and configure the old pendant node as the new child node. NaM.
44:00
Speaker 1
Okay. You want me to plug it in? Do you want me to plug the child node in? Okay. It's flashing blue.
45:00
Speaker 2
Yes. Yes. Yes. Yes, ma'am. Yes, please. I'm sorry. I'm talking in because yes, ma'am. Yes, please. Yes, I'm so sorry for that. Yeah, I was talking in because, yeah, both members, the child mode and the other node, the original apparent now because we will not set it up as the new child mode.
45:00
Speaker 1
no the parent node is white
46:00
Speaker 2
Yeah, let's... Same thing, ma'am. Let's wait until it turns solid red. So, both the child node ma'am and the original parent node is now flashing blue. Uh, no, I mean, I'm referring to the old parent, the one that we unplugged earlier. Yeah, that one. Please plug it back in. [silence] Because we will be resetting that node as well. And configure it as a child node. Yeah, please plug it to power. [silence] Okay. Thoughts not decided. light right now ma'am. On the nodes. Yeah the two child know.
46:00
Speaker 1
[silence] okay, I have one child node flashing red. [silence] Is it solid red? [silence] Solid red?
48:00
Speaker 2
Okay, what about the other child node ma'am? It. A solid red. Okay. So start, you can now reset ma'am, the child node. The other one that has the red light. Okay. Press on the reset button. The same process until you see the blue light. Yes, the solid red. You have to do anything ma'am on the node that has the white light. Yeah on the parent node. Just the node that has the red light.
48:00
Speaker 1
Okay, you can let it go. It's blue. Okay, they're both blue.
49:00
Speaker 2
Mm-hmm. Then do the same thing. Okay, do the same thing ma'am, on the other child node.
49:00
Speaker 1
One slashes in and one is solid.
50:00
Speaker 2
okay, is it blue solid or flushing? okay, so let's wait the other one, ma'am, to turn solid blue and let me know if it turns back to solid blue [silence]
50:00
Speaker 1
How is it going man? you getting anything solid? uh one of them did. still waiting on the other one. It's solid now. Yes.
51:00
Speaker 2
How is it now, ma'am? it turns solid? okay, both child nodes, has a solid blue light now. Okay, so let's now add the child nodes, ma'am. So, we have to do this step, ma'am on the main node, okay? On the main router. the one that is.
51:00
Speaker 1
Okay. Yes. Yes. It's flashing white. blue. One of them is. That one just did. That one just turned white. Flashing. Or green. One of them is flashing white.
52:00
Speaker 2
So this time, man, on the one that has the white light or on the main node, press the bigger button, OK? So you have one bigger and a smaller one. So press the bigger button for two seconds. Yeah, just two seconds. That is actually like a pair button. Just two seconds on the men node. Okay, what's the status light on the main node there, ma'am? Did it flash white? Okay, good. Okay, then. Can you check the men the status light on the child node. Okay, it flashing. Okay, good. Is it, it did it start to flash now?
52:00
Speaker 1
And the other one is flashing blue. It's flashing white. Okay. Okay. Okay. Okay.
53:00
Speaker 2
Okay, good. So, is the okay, that's a good sign, ma'am. That means they are responding. So right now, ma'am, what's the status light on the parent node? Is it flashing white as well or back to solid white? Okay, yeah, that's okay. So meaning it's binding the child node. So at this point, ma'am, let's wait until the status light of the child node turns solid white, okay? So give them three to five minutes. And while waiting, ma'am, I please disconnect this call or no. Just give me three to five minutes. I'll just have to check something on my end and I'll be right back, okay? Yeah, just three to five minutes. Just stand the line.
53:00
Speaker 1
Hello, you are dying. Dr Tucker. Tuesday. Tuesday. Okay. Yeah. Mm-hmm. Mm-hmm. Hey. Hey, can you send a text message? That's where it went. Halfway Music. Are you finished eating? Um, I was coming. I should look at that noise. music. [silence] the lights. are a solid white. Okay let me end up the password hang on. [silence] [silence]
55:00
Speaker 2
Okay. How is it, ma'am? Is your phone able to connect to Wi-Fi? Okay, good. Did it disconnected? Okay, good. Please launch again, ma'am. The Lynx's app. Okay, then this time, ma'am, just select manage network. Yes, yes, the Lynx's app, since this is the original problem why you. [silence]
59:00
Speaker 1
Set up a new router mesh Wi-Fi system or at an existing router mesh Wi-Fi system. We cannot detect your router.
60:00
Speaker 2
I'd love a call. Uh, I just added an existing rifle, to make sure I, by the way, Mom, can you close first I'm just, yeah, or, yeah, much better if you uninstall and reinstall. Yeah, and install the link just app and install.
60:00
Speaker 1
Okay, I say I'm login with your email or router and password.
61:00
Speaker 2
I just wrote a password for now, but I can use another password.
61:00
Speaker 1
[silence] No, it is not going. I'm opening up the app.
62:00
Speaker 2
how's it going, them, after you entered or your password.
62:00
Speaker 1
I'm waiting for it to open up. Yes. Okay, I'm logged in. Yes, I am. Okay. Okay.
63:00
Speaker 2
Okay. By the way ma'am, are you finished typing your router password? Okay. Are you able to see your devices on the app now? Okay. Okay. Good. All right. So yeah, it seems that you are now all set ma'am and you can now go ahead and bring them-- Yeah, bring the nodes back to its original location, okay? Yeah, go ahead ma'am and bring them to their original location. Yeah, just unplug them from power and plug it back to their original location. and after you've located the nodes ma'am? Just wait until the light's turn solid white, indicating that they reconnected to the parents, successfully.
63:00