V2 Rubric Detail — fdec5a6a-7911-11f1-b…

Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh, how may I assist you today? I'm sorry, sir? Oh, I really do apologize, sir, but we don't have anyone here to speak Dutch, only in English. Uh-huh. Mm-hmm. Mm-hmm. Uh-huh. [silence] Mm-hmm.

Mhm. Mhm. got that. want to. in. you know I really do apologize. for the inconvenience so let me verify. again your concern. so. most of your wireless devices kept disconnecting from the networks, is that correct? alright sir. mhm. so yeah just to verify these are those disconnections are only

and it happens what happened on your wireless devices. is that right? and were you able to observe that the light on the node when the issue occurred solid white. all right. get that. all right. so, are you currently with the devices right now? Okay, great. So, by the way, sir, uh do you have a computer that is currently connected to the mesh network? Because we are going to access the web user interface and then we will try to optimize the system. got this one. So, uh before we access the web user interface.

Oh.

Boot that node and let's wait for its light to turn back again to solid white. All right, kindly take your time as well. Mhmm. Mhmm. Uh huh. Uh huh. Uh huh. By the way, Uh huh. Uh huh. by the way, sir, did you use your email address and password to log in into the launch or did you use the router password? I see. I see. Got that. One. Uh huh. Yeah. It will take it's like two to three minutes. However, rest assured that it will automatically turns back to solid white. So for now let's wait for its light. Mhmm. That's great. Mhmm. Mhmm. Mhmm. Uh huh. Mhmm. Mhmm. That's correct. Uh huh. Can you tell me which LED do you wan to turn on? Okay. We'll I'll go to the function with it. Mhmm.

Mhm. Mhm. Yeah but I'm silent. Yeah, I understand regarding with this issue, sir. Don't worry for now, we'll just need to isolate the issue. Like, we're going to check if the child nodes are getting like an average or good signal strength from each other because that will also like they're all wired. I see. If that's the case, uh, can we use your computer to log in into the web user interface? However, to log in, we need the computer to be connected to the mesh network. So, uh, what's the, what's the error message when you try to connect to the network, sir? Like to the mesh network? You may also try to forget and reconnect to the network instead, okay?

all right so that's great to know so on your computer kindly open a browser and then type in in the address bar h TT p colon colon like the symbol colon yes sir and then yes sir that's correct and then double forward slash my router dot info

Yeah, yeah, is it asking for a router password? Okay, great, kindly enter your admin or router password to log in. If you have already personalized the router password, kindly use the personalized one. I see, if that's the case, try to use the default password which is admin, all in lowercase. Uh, yes sir, admin, all in lowercase, like "A" D M I N. Is that working? [silence] Is that working? Uh-huh, we have Darkness

how about your Wi-Fi password instead, and let me know if they should persist, because we might need to reset the router password. Mm-hmm. I see. Uh, don't worry, sir, uh, we are going to reset the password instead, and rest assured that resetting the router password will not disconnect your wireless devices from the network. So on the screen, kindly click on password reset or reset password. Uh-huh, and then enter the five digits recovery key coming from the main or parent node. All right.

I'm sorry, Sir. Just to confirm. Are you now on the screen asking you to create a new router password? uh yes, sir. So just make sure the new password meets the requirements. Okay, great. That's great to know. So on the web user interface, kindly click those tiny letters that called...CA like Charlie alpha and it can be found on the bottomer right corner. Okay, great. So after clicking CA, click on that tiny letter that called

the connectivity or connectivity tab? [silence] Yeah it should be under the router settings. Ah [silence] no worries. No worries sir. So under connectivity click on basic and look for the firmware update. like [silence] it should be under basic the firmware update. [silence] All right. So [silence] uh on the connectivity tab there there's a sub tab there that says basic and under basics uh there's an option that says admin password or firmware update. Can you see those options?

Just to verify you're still on the connectivity tab. Correct? So So the frustration. Sup... Get that one. So the first tab there you should be able to see the firmware update like it should tell you the current... So can you tell me the current firmware version of the nodes? Like their current firmware version? All right. Thank you so much for that one. And this firmware goes for all the nodes. Okay. And there you go. Name is confirmed. Synology firmly so we should discuss about this information and you have an update at 9:30. Okay. Okay, and so... Yes... Starting from 9:30 right to No, it's actually um at 1230 here. Right. Okay. Do you want me to provide you the latest version available? Okay. From the... Okay. And so the core required is? Mm-hmm. Working for the other one or sorry, the update firmware is required. The other one. Okay. So you will not have... Because a lot of guys was having problem on Korean site. Because if you uh, I'm sorry, I missed that. If I can't find that... Mm-hmm. Mm-hmm. Actually, it wouldn't work. So, it's actually okay. Good. Life of your life. Yeah. It's a usual once year, but that's okay. So the requirement is just the firmware and you don't have to do everything. Okay. So the hard version, the firmware version is okay. Yes. Actually, I don't know why the firmware requires the uh because after the LT4 update the modification was RT, the 2021-8 version that you have to be with the firmware RT4.[silence]

all the nodes, so that's right, like the three nodes? That's great to know. So let's now optimize the system. So still on the connectivity tab, click the administration tab. Uh and then disable express forwarding, or uncheck it, and press apply. That's correct. Yeah, just unclick or uncheck it, and then press... Yeah, all right, then press apply. Oh, so if if that's the case, uh can you close the connectivity tab and then click on the Wi-Fi settings or Wi-Fi settings tab. [silence]

So under Wi-Fi settings click on advanced So under advanced can you check if the MLO is currently disabled or turned off MLO disable All right Thanks so much for that information sir So you may now close the Wi and then go back to the connectivity tab [silence] So under the connectivity tab again click on the local network So on the local network can you see the static DNS one

So, so for the static DNS one, Sir, kindly input one that 1.1.1, 1 Like four one. Yes, sir. That's correct. And for the static DNS two, it should be 1001. Okay. And then press "Apply." By the way, sir, I'm gonna set your expectation that the internet will be interrupted during this process. However, rest assured that it will be restored within two to four minutes, okay? All right, thank you so much for that. All right. So, so, yeah, for now, let's,

Did you already press apply? Alright. Uh it could be possible that your computer has been disconnected from the network. However, again that's normal since uh we tried or we changed something on the system. So. Uh-huh. Uh what's the light on the parent node right now? Is it still showing solid white? Mhm. Okay, great. Uh so going back to the issue, sir, you mentioned that uh all your wireless devices keep disconnecting from the network. Just to verify, how far are them or how far are they when they got disconnected like are there uh no distinction. It's just a

All right. Yeah, he does. And also, all your wireless devices are experiencing the same issue. Uh-huh. Uh-huh. Uh-huh. Uh-huh. So, all right. So, I will infer here most of your devices keep disconnecting. So, uh, by the way, how many devices do you have in total? Is it -- you can just tell me more or less like more than 20, 30, or 40 devices? More than 20? 20, all right. All right, thank you so much for that one, sir. Yes, sir, that's correct. It shouldn't be a problem since again this uh devices that you have is one of our power -- [silence].

The devices and it should be able to, uh, cater more than 50 devices. Uh, by the way, uh, uh, don't worry sir, rest. All right, that's great to know. However, uh, just to confirm, uh, you mentioned that the child nodes are configured as war. And to verify, are they like, wardirected to the parent node or there's a switch in between? Both child nodes, correct? the devices and it should be able to, uh, cater more than 50 devices. Uh, by the way, uh, uh, don't worry sir, rest. All right, that's great to know. However, uh, just to confirm, uh, you mentioned that the child nodes are configured as war. And to verify, are they like, wardirected to the parent node or there's a switch in between? Both child nodes, correct? Uh, yes. Alright, thank you so much for that. So, yes, that should do it, sir. Rest assured that we have successfully optimized the system. So for now, kind observethe system within 24 to 48 hours. And rest assured that you can just give us a call if the issue persists, okay? And also, I will be providing you a ticket number, so that if ever the issue persists, the next technician can easily pull out your record. So, do you have a pen and paper there that you can write this down? [silence]

or you can use your phone. no worries there so just let me know. all right so your ticket number is one zero eight four eight six did you get that sir? all right so you're most welcome and again thank you so much for calling linksx if you need further assistance in the future just feel free to give us a call take care sir you're most welcome bye for now.