V2 Rubric Detail — e44b9698-7592-11f1-8…

Nice sorry sorry Okay Okay this is what we need to do Okay so Okay Okay so you mean to say that Mm hmm sorry you mean to say that when you set up this router before Everything was working fine it

broadcast the 2.4 gigahertz and the 5 gigahertz before, everything was working fine. And but for some other reason, the 2.4 gigahertz just suddenly like disappeared. And that's where you contacted linksys and the previous technician performed the changes on the 2.4 gigahertz, but after saving the settings, you're not seeing the new SSID that you're trying to uh that you configured. So I see. [silence]

Okay. So. and. that's a power, that's the. then the last time they just have the serial number. is it Linksys 0 0 8 0 8. that's you're saying there. Okay. then. it's okay, it's okay. So, I appreciate the information. it might be that when you perform the reset with the previous technician, it will take time, okay? because the router will reboot and it may take about one to two minutes.

Okay. Uh, okay. I appreciate the information that you provided, David, for me to verify the information that I had here, uh checked, uh with the previous technician, okay? So I believe, uh the previous technician uh did try to configure okay? And, uh making sure that the, uh SSID is, uh name differently, so that, uh that's an isolation, okay? Because your router has two axis points. Okay? Uh, it broadcasts. It broadcasts the 2.4 gigahertz, and another independently broadcasting signal which is the 5 gigahertz, and they're not interfering with each other because they have different frequency, okay? So the probable causes, why your 2.4 gigahertz suddenly stopped working, I'll just set your expectations,

It might be a hardware issue on that router. Maybe the access point on the 2.4 gigahertz has stopped working or it might be a software issue that we need to properly check. So, I understand that the previous technician did the basic settings. Okay? But, what we can do here is, we may need to properly check if there's a new software available with your device. And if there is, then we will proceed in updating that firmware if there's an available software. Okay? But if there's no available software, then we may need to, just need to make sure that we'll be able to perform proper reset and reconfiguration. Okay? So, the thing that we need to do here is, since you're seeing a default SSID being broadcasted, okay, that's a good sign. Okay? Good sign in that manner that your device is still working, it's broadcasting. But at the, from the moment that the previous technician has noted to you that the speed connection is around 19.5 Mbps. That speed connection guys that's too low from what the network right now can offer. So, I'm quite sure that that is something that I can go further by just indoing a few tests but, but, I would like to hear your thoughts regarding that. If there's no input, I assume that we can proceed. Would you like to add some, uh, suggestions? Later on, once we configure the SSID for the 2.4 gigahertz and the 5 gigahertz, like they're unique, they're not the same, then we'll check your device if it can detect it. Okay. And we will also try another wireless device for isolation because it might be a possibility as well, David. That it might be on your adapter. Okay. Because your adapter might be a dual band adapter, it also has a wireless bridge, meaning a receiver for the 2.4 gigahertz and receiver for the 5. Okay. And it may be a possibility that only on your computer, that the 2.4 gigahertz is not working. It's also a possibility. So, we may try another another device that's capable of a dual band and if it detects the 2.5 then at least that's a good isolation. Okay? So, David, we'll proceed with the troubleshooting and I cannot do this without your help, so we need to do it together. But before that, let me just uh

double check the serial number of your Linksys E8450 I'll read it first and correct me if I'm wrong. So, the serial number documented by the previous technician was 3 8 D D Delta 1 0 M for Mike 3 3 B for Bravo 0 0 8 0 8. Thank you. okay. So on that device, it also shows the model number, which is the E 8 4 5 0, correct? And does it have a version afterwards? okay. E 8 4 5 0 and no version after the model, right? Just that model number. because others might have V2. Okay. Thank you.

And it also has a default Wi-Fi name and password. Can you see it there? The default name is "Linksys00808," correct? Thank you. And it has a password, a default password. Was that the same password that you were typing in earlier or a different password? Uh, I see. So, so that's the password that you need to follow, okay? It's a case sensitive one. Okay, since that's, that was the reset, okay? So just to double check, the power light is lit solid blue, correct? Okay, thank you. And the internet light, is it like orange, flashing orange or off? Okay, thank you.

So power is solid blue, power is solid blue, then below it is internet right and it's solid blue as well okay thank you then how about Wi-Fi? Uh there's like there's like power then internet then there might be mesh there and then land ports, right and uh it depends on which computer you're connected to any of those land ports uh is there a computer connected wired to it right now? None.

Okay. Okay. So if I'm going to check on that device, the only wired device connected to it is your modem from your internet service provider, which is from uh Spectrum. Correct? Mm, I see. So, Internet solid blue. And where's the security camera connected? Is it in port one, two, three or four? Port three and port three's lit. Okay. Thank you. So, since you have this device connected properly, okay? So that four three is a flashing blue, right? Because there's network activity. Correct? The port three.

One device connected to port one. Is that also a computer or a camera? A switch. Uh, okay. The camera, it's okay, it's okay. It's okay, I took the. The reason why I'm asking is because if you have a computer that's connected to it, why do it? Then we will have two ways to do the troubleshooting.

Okay, David, okay. Okay, no worries. No, no need. Okay. So. But if I may ask, do we have a computer that can be connected wired to your router? If I may ask. [silence] Okay, the reason why I'm asking, David, is we have actually two ways to do the troubleshooting, okay? The first one here is, is our conventional troubleshooting. I will be the one to provide the steps. You follow my lead so that we can do it together and try to resolve the issue. Now, the second one will be a remote connection that my colleague will assist me, since you have a MacBook. But we need to connect to the router first via the wire. So, I need to know if there's any monitor and mouse that's available in that location.

together. Okay? Or, the second option here is, if you have a computer that can be connected, and we'll be able to make it online, while you're to the router, then, I can take advantage of, doing remote access, with your computer. The software that I'll be using is, not from Lynxus though, it's a third party, but if it enables me to access your computer remotely, of course, with your permission. But in that way, it will be a lot easier and faster for us to do the troubleshooting, especially that we're seeing the same screen. Okay? So, so, okay. Thank you.

David while you're doing it, um, since everything was working fine before, when did you observe that the 2.4 gigahertz stopped working?

Okay. it's okay. it's okay. but what's important? it's okay, thank you David. but what's important here is you did not do any changes with your router. that is the only thing that I need. okay? okay. it's okay, it's okay. as long as I can use a computer, then this is what we need to do, okay? because the purpose of the wireless computer is, whatever changes I will do with your router or your router, we want to see it in that wireless computer. do we have any form? okay, perfect. that's perfect. cool. just please keep in mind that you didn't apply any changes to that that router that you're using. yes, none. nice. okay, so, just please let me know your Skype name, so I can add you and I can connect with you through Skype. okay? desktop mode, just to have a record. there you go.

Wirelessly, i will not be disconnected since I'm only using the wired interface of your router, okay? But if I'll be using the wireless interface of your router, if you do the changes then from time to time the computer will be disconnected. But it's okay. What's important is I'll be able to properly check all the necessary information inside your router. And if I see that your router needs like an update on its firmware, then I'll proceed with it. Okay, but if there's no new south there, don't worry. At least I'll be able to check everything, okay? So may I verify your computer? Can we connect it wirelessly to the default SSID, which is lynksis00808 and use the password that you're seeing on the the sticker earlier? Just follow it properly, it's case sensitive. Uh-huh.

double double check the password there okay because sometimes there's an L or I it's confusing the letter O and zero please verify and you may take a picture of it David take a picture of it using your phone so that you can make it bigger it will help to clarify the characters there thank you okay and thank you okay so since you're connected and since the internet LED is blue may I verify is your computer able to go online

Okay, thank you. So, may I ask for your help to go to a website? Let's go to join.zoho.com. Zoho is Z for Zulu. O for Oscar, H for Hotel, O for Oscar. join.zoho.com. Z for Zulu is the first letter for that soho. Okay? Z for So Oh.

um zebra Oscar hotel Oscar could we double check if you really have internet uh could we go to my computer

Are you, like MacBook Pro, iMac, or MacBook Air. You're asking are you connected but not online, correct? No worries, okay. I'll access your first. Okay. So, so this is a Mac computer, correct? Is it like MacBook Pro, iMac, or MacBook Air? Laptop. Okay. Mondes how would be the appearance on your mac? Are you seeing lines on it or something? Okay. Okay, let's try this. Is it telling you have been waiting 32 minutes? Is it telling you that over there? Yeah, leaving it at.

Okay, thank you. So, can we click on the Apple sign and let's look for system preferences or system settings? Then, after you click that, let's look for network. Then, okay. Then when you see that Wi-Fi, you can click that Wi-Fi and there's details. Click on details. Then you will see what's the ip address. Can you tell me what's the iP before address, please? [silence]

What's the IP? Mm-hmm. Yes. Thank you. And what's your router IP? Was it 192.168.1.1? Thank you. So could we now close the browser? And what browser are you using? Is it Safari, Firefox or Chrome? Do you have Chrome browser as well? [silence] Hey.

It's okay. It's okay. I we'll just use Safari. Okay? So, just, uh, close all the windows that you've opened. Then, uh, let's launch Safari and on the address bar, could we clear everything there? And, replaced it with http s colon then, then, two forward slashes. Okay. Thank you. Http s colon then, then, two forward slashes. Then, and the numbers, 192.168.1.22.

Then when you hit enter, are you now prompted? What's the page that you're seeing right now? Okay. Okay. colon, the one under the question mark in your keyboard, right? That's the one under the question mark of your keyboard. The slash, forward slash. Thank you, okay. Then 192.168

dot 1 dot 1. Then hit enter. That's correct. Yeah. Yes. No. That's the one. Thank you. Okay. So, there's like a manual option there. It's a set of wizard. Okay. So, do you have a manual option below. They have.

Okay, really click next, correct? It's okay, it's okay. Because there's a set of words. Yes, because, because that's a setup wizard. Because should be planning on the manual, so that we can just bypass, and we can just use the default setting. It's okay. It's okay. It's okay. If you ready click on next, believe. I believe, I, I, I, I.

If you go back, I believe it's no longer working. It's okay. Okay, still back. Okay. So, there's no cancel anymore, right? It's just next. Correct? It's okay. It's okay. Okay. Okay. So, we'll just proceed, okay? So, for the wifi name and password here, so, we'll just create a new one just for us to do the proper testing. Okay? So, on the 2.4 GHz, we'll just set it up as E8 450 2.4 GHz. The model number of your device.

E8454. 2.4 Ghz. Yes, underscore, then... 2.4 or just 2.4 it's enough, okay? yeah, then for... thank you okay

whatever password you're already accustomed with. Okay? Like, it should be at least eight characters. Or, okay, or, we can, okay, because to me, I, okay.

Okay, then for the 5 GHz, same model, E8450 underscore 5. Same password for the 2.4 G so you you created earlier. So for the router password, I believe it for security purposes, because there's a lot of hacking that happened a few years back. So you need to create at least 10 characters. Okay?

If you've created your router password before, then put it the same way. You may use the same. Yeah, it should be at least 10. [silence] If you, if we proceed with the manual, uh, we're not going to do this. We can just access ahead directly the web UI, but it's okay. Later on, we'll also be changing the password and the security key. [silence] Uh, yeah, that's, that's the minimum requirement.

So what are the requirements okay so it should be at least 10 and there should be upper case and lower case letters and there should be a special character okay Or we can create easier no You may you may uh write it on a piece of paper first so that that will be our um temporary password uh let's write it on a piece of paper first [silence] [KEEP_UNCERTAIN] Um, uh, yes, that's that for this like big one. Big one, big one. Um, minimum requirements. Yes, I apologize for that, but it's all good. No worries, just make sure that, uh, everything's green overall. Um, it can get a little bit hard to even, the permissions and all kind of stuff like that. Um, yeah, it's pretty simple. [silence]

How many characters was your previous router password before? uh huh. That's okay. You're more than the minimum. Okay. As long as there's no repeated letters and numbers, it should be okay. And a special character as well, like an exclamation point as an example. Okay, thank you. Then,

Okay, so, uh, sets our expectations since we changed settings, okay? There might be a possibility here that you were connected earlier with the default SSID, remember the Linksys and the last five digits of the serial number, okay? Since we customized it, so you will be disconnected. But don't worry, uh, we will now need to look for the new SSID that we created which is the E8450 with a D on the end. Then if you can see the 2.4 and 5, then that's a good sign temporarily. Uh, let's just connect to whichever band that your computer can detect. You will click save, right? because when you click next, it asked you to save the settings after you create your broadband management. Okay. Yep. Then it will then

And if you view whatever settings you have set as a like a final verification, okay, like you have your 2.4 gigahertz and the password. Yep. And you may able to... Does it show now, both of the 2.4 and 5? It's okay, it's normal because you were connected to the default SSID. You will now connect to the new SSID that we have, state, because you click on save there, okay? So, let's look for the name. Look for the E8450 that we created. Connect to it. Go to Wi-Fi only

Your computer, then connect to it. okay. It's okay. We'll just connect to the 5G for now, okay? Anyway, I'll need to do troubleshooting there, okay? So use the password that you created as well. [silence]

Yes. The one that we created, the one that we created. Remember when we created the SSID, there's a password that you created as well? Then just type it in. [silence] Yes, the Wi-Fi, because the one that we just recently great. That was for the router administrator password. Yes. [silence]

I appreciate that. Okay, so could we now then, check if we are online and could we go back to join.zoho.com? cancel. You can just type directly. It'll auto populate. Just type there. join.zoho.com. That's it.

Zoho, uh, Z for Zulu, O for Oscar, H for Hotel, O for Oscar. Yeah, you should. Yeah. Yep. Yeah. So, I'll provide you the session ID. Are you ready? Okay. [silence] Okay.

Can you open, uh, like a new tab and just go to, uh, search any, uh, any on Google, just for you to check, uh, if it's working fine, uh, doing video streaming. mhm. Whatever, you can search in Google, cars, planes, or whatever. Okay, then let's try again, okay? Let's go back to that uh join. zoho uh website that you're trying to connect. Has it loaded? Please let me know when you're connected to the remote session, speaker, [silence]

Earlier, I did ask if you have a Google Chrome browser, right? So, could we okay. That might be the same. I could we try to launch your. So only one browser that you have. Thank you. We'll just do like isolation, no. You can use Chrome but don't use it as your default browser. This is just for us to [silence]

make sure we can do remote access. But at least a browser is just your way of using that application. Okay. Uh thank you for that one, David. Let me know if you already have, you can just select, don't use that as your default. Okay. Okay. [silence] Thank you.

It's still downloading. It's not yet finished downloading. [silence] If you already downloaded it, it's usually saved on your PC. [silence]

Okay.

yes correct join ZO So so zoho zoho millet Zoho dot com [silence]

By the way, while we're waiting for the computer to connect to the remote site that we're using to access your computer, could I verify with you if you have, like, a mobile phone or other devices that can see the 2.4 gigahertz that we created, which is the E-8420? Okay. Uh, we have other wireless devices there that we may check, uh, to see if it can detect the 2.4 gigahertz. That means it's in good isolation. Because earlier, your computer was not able to see

only for temporary. We don't need to connect. We just need to view. Okay because your TV should be connected to the 5 GHz for higher bandwidth because 2.4 GHz is really designed for smart devices only because they don't require higher bandwidth. Okay so for your TV, don't connect. We just need to view only. Okay let us see if it detects the 5 GHz. Just don't connect. It's okay. It's okay. We're not going to force that. I know how secure Mac computers are. Okay it's okay. If it's blocking it, it's okay. So we'll just go to the other device. Okay let us just view wireless networks. Again, don't not connect. Just view only. It can detect the 2.4 GHz.

Or your mobile phone. You're using an iPhone, right? Uh, just try to go to your... Yeah, let's check on that instead because we may connect your TV to the 2.4, okay? So, we'll just use your phone. Just try to view. Go to Wi-Fi settings, then check if you can see the E8 450 underscore 2.4. Oh, I see. So, this has already been reset, right? So, that might be the same as what I had uh provided you information earlier. And I did check on our website, by the way. Uh, we don't have...

might might have stopped its 2.4 GHz signal. okay? so let us do proper checking instead. okay? let's go back to your computer then let's go to your... it's okay. Yep, it's okay. we'll just instead a proceed in manual. you can just close all the windows that you have opened. then let us reopen your Safari. but before that, could we check if your IP is still the same? because I understand it was the 192 earlier. I just need to double check. could we go again to the Apple icon then let's go to system preferences then let's go to network [silence] just double check this

Then on your Wi-Fi, let's check what's your IP address. Is that still the same on the range 192.168.1.1?00:06:5750 Okay, thank you. I appreciate that. Okay. But, uh, the router IP is still the same as 192.168.1.1. Okay. Thank you. So, Okay, let's relaunch the Safari and on the address bar, could we clear everything there and replace it with HTTPS://192.

Mhm. Mhm. Then 192.168.1.1. Okay. So uh uh we will not set up node since you only have one just click cancel or you have there access to web interface you have there uh you have there option to just access the web interface right.

Okay. Okay. Then let's proceed because um your router uh will double check if there's a new software. But let's proceed. What's what's the current version that shows up there? Okay, I got lost there. Uh uh. That's 1.2.0.0. So that's 1.2.0.0.360516. And is this the latest or is the one that's showing up there? Current. Okay. Then.

Okay, let's check it, okay?

Okay. Since you're inside the router now, so let us now check first. Are we on the status page right now? Okay. So, on that status page, the first one we need to check here is the firmware. Is that the one that uh still showing that's 1.2.0.0. That's the version. Thank you. And you have there your internet connection type, right? And does it show their automatic configuration? The HCP? Thank you.

That means that it's automatically, okay? Then the next part here is, could we now check what's your internet address showing up there? There's Internet address. Okay. Thank you. So, since you have the Internet address here, then definitely it's working fine, okay? So let us now go to configuration tab, beside the system status. Then you have here, on the left side, you have connectivity, local network, WAN setup. Then there's also Wi-Fi there. You see Wi-Fi. [ silence ]

[silence] Okay. Could we click on Wi-Fi? [silence] Then, [silence] we're on basic. [silence] Thank you. Okay, on the basic, you will see that you have your 5 gigahertz. [silence] Okay. [silence] Mode. And it's ANAX. [silence] Okay, it's mixed. [silence] Then the network name that we created, this is just a temporary, okay. Which is Linksys E8450 underscore 5. [silence] That's for the 5 gigahertz. [silence] Then SSID broadcast is checked, correct? [silence] Then on the 2.4 gigahertz wireless settings, it's also mixed with wireless B/G/N/Ax. [silence] Then the network name is E8450 underscore 2.4. [silence] Then channel width is auto. [silence] Channel is automatic. And SSID broadcast is checked.

Okay. This is the one that I should be expecting, okay. Unless if you purposely uncheck that, then that's the time that it will not show up, okay. Okay. So this is what we need to do. Since it's checked, we'll just try to toggle it. We'll try to uncheck the SSID broadcast for the 2.4 GHz only. Then, let's save it. Then, after saving it, let's try to, re-enable SSID broadcast, then let's click on save. I see. So, let's, okay, then let's, okay.

that was [silence] something so this is just tucking it, okay? [silence] Let's reenable it. [silence] Yes, let's reenable it. [silence] Let's save it. [silence] Thank you. [silence]

okay, thank you. So, since it's now saved, could we, uh, use your iPhone as a tester, okay? Could we try to view wireless networks and let us see if it's now able to broadcast that SSID that we just created. Uh, could we go back to the SSID page on that basic wireless setting and could we just, uh, change the channel with? Okay?

From oto, let's change it to 20 megahertz only, only for the 2.4 gigahertz. Do not change anything on the five, okay? The channel width. From automatic, change it to 20 megahertz only. Yes, 20 megahertz only. Uh click on the... uh click on the drop down arrow under channel width. Under channel width. Is the SSID broadcast now checked? Ah, that might be the channel. Yeah, that might be the channel. Uh on on the

there's channel width we have channel width channel width oh yes, the channel width, not the channel because you have network mode network name channel width and channel, correct? for information no channel with u s uh we're still on Wi-Fi on configuration or system status? under basic uh under configuration right spe? and radio

I'm just uh checking the simulator here that I am using. So, so the only thing that you're seeing there, you're now under basic wireless settings. So the first one is the five gigahertz wireless settings. The only one that you're seeing there is network mode, it's mixed. A slash N slash AC slash AX. Then the network name we created, E8450 underscore five. uh. Oh yes, uh, I see. Uh on the network mode does it show you mix there and there's different wireless standard letters there showing up. On the network mode? it's just mixed, okay.

[silence] No dropdown but on the channel there's a dropdown on the channel. Okay. Uh David, is it okay with you if since I'm not able to do remote access, okay? Is it okay with you if I'll just uh try to check here on our lab, I'll look for a same model as what you have or a similar model because they have a similarity with our other EC replicas. For me to properly check because my simulator shows here that it's having that option, okay? because I'm trying to do some other tweaking just to make sure that it will broadcast. Okay? So uh David, uh, I already have the

your model number, uh, it's E8450. And what I'm trying to do here is I'll do an actual test. Okay? And would it be okay with you if I I'll call you back within like at the least 30 to an hour, that range? That'd be okay with you? Okay. So, uh, before that, uh, David, our ticket ID is the same. Uh, the one that I have here, that was escalated. So, that's, uh, TE 00135544. Okay? And just in case that, uh, you don't have the ticket ID, just provide your phone number and we can pull it up. But since I'm doing the call back, just wait for my call back since I'm going to do the actual testing, okay? Okay. So, so David, uh, I'm optimistic. I know that it's not roadcasting based on what you did with the previous technician. Okay? So, I'm not going to just

immediately inform you, okay, it's the harbor issue. As long as I can do the proper twicking, since I'm not seeing that, then I'll do an actual testing. Okay? Then I'll get back to you. Okay. So, David, uh, my name is Eric. Yes, my name is Eric, your leveled technician and our website is support.linsys.com. So I'll process your callback for me to do some testing. I hope I can find the actual model, okay? Then I'll provide you update within 30 minutes to an hour from now, okay? Okay? Okay. So, goodbye for now, David. Wait for my callback, okay? Okay. You're welcome. And goodbye for now, David. Bye.