V2 Rubric Detail — ff4e911e-6e8c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 22:52
Duration
61m 58s
Contact
Mark Linett
Issue Type
Firmware Update
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134371
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_Unable to add child node.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+39.8)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through password recovery, child node reset, firmware update, and mesh addition, culminating in a solid blue light and confirmation of both nodes online. However, T3 is downgraded to Partially Met due to two material inaccuracies: directing the customer to use HTTPS://192.168.1.1 (incorrect for MR7350) and referencing 'links.google.wifi' instead of the correct linksyssmartwifi.com.

V1 Case Analysis

Assisted customer (Mark Linet) with adding AX1800 node to MR7350 mesh. Multiple incorrect steps given (manual firmware upload, invalid URLs). Node eventually showed solid blue and appeared in device list. Customer confirmed basic functionality.

Troubleshooting Steps
  • Collected model and serial numbers from customer.
  • Guided customer through factory reset of child node using reset button (multiple times).
  • Attempted to add node via parent router UI (Connectivity → Add Wireless Child Node).
  • Observed LED status changes (blinking red/blue, solid blue).
  • Switched browsers from Safari to Chrome due to UI issues.
  • Attempted firmware update via parent router interface with no progress.
  • Attempted to access child node locally via IP address and HTTPS (incorrect URL format).
  • Directed customer to support.linksys.com to download firmware file.
  • Attempted manual firmware upload using 'Choose File' option (not supported).
  • Performed second factory reset and repeated update steps.
  • Confirmed node appeared in device list with solid blue light.
Key Observations
  • Agent directed customer to Google Wi-Fi page (CA link) which is unrelated to Linksys mesh setup (00:11:00).
  • Agent incorrectly instructed customer to manually upload firmware via 'Choose File' — this feature is not available on Linksys mesh nodes (00:44:00–00:48:00).
  • Agent provided invalid URL syntax (HTTPS: two/192.168.1.1) instead of correct format (https://192.168.1.1) (00:31:00–00:41:00).
  • Agent expected 'solid pink or purple' light as ready state, contradicting KB which states solid blue (00:09:00, 00:36:00).
  • Call was extremely inefficient with multiple browser switches, resets, and access method changes without clear progression.
  • Agent did not verify warranty status despite offering to email receipt for registration.
Positive Highlights
  • Collected serial number and model information early in the call (00:02:00–00:08:00).
  • Correctly guided the customer through the factory reset procedure for the child node (00:08:00–00:09:00, 00:35:00–00:36:00).
  • Persisted through multiple troubleshooting attempts and eventually achieved a solid blue light on the node.
  • Offered to email the receipt for warranty registration, showing proactive support (00:08:00).
Agent Errors / Gaps
  • Directed customer to Google Wi-Fi page (CA link) at 00:11:00, which is not a valid Linksys support or setup page (contradicts universal_password_login.md and velop_child_node_setup.md).
  • Instructed customer to manually upload firmware using 'Choose File' at 00:44:00–00:48:00 — this is not supported on Linksys mesh nodes per universal_firmware_update.md (manual firmware file download/upload is not supported).
  • Provided incorrect URL format 'HTTPS: two/192.168.1.1' instead of 'https://192.168.1.1' at 00:31:00–00:41:00 (contradicts universal_password_login.md and linksys_now_login_admin.md).
  • Misstated expected LED state as 'solid pink or purple' instead of solid blue at 00:09:00 and 00:36:00 (contradicts velop_child_node_setup.md and model-specific LED guidance).
  • Failed to recognize that firmware updates on mesh nodes are automatic and manual upload is not an option (contradicts universal_firmware_update.md).
  • Did not verify warranty status despite offering to email receipt for registration, missing a key protocol step (contradicts universal_escalation_guide.md).
  • Created unnecessary complexity by switching between parent and child node access methods without clear purpose.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms success: 'Now it's gone purple. And now it's solid blue... it’s connected' and 'it is showing both' nodes, indicating the child node was successfully added.
R2 Met Diagnostic thoroughness conf 90%
Agent guided through password recovery, node reset, firmware update attempts, browser troubleshooting, and final node addition — all logical, sequential steps that advanced resolution.
R3 Met Correct resolution path conf 90%
Agent first used non-destructive Recovery Key method for admin access, then factory reset only the child node when necessary — correct path for adding a used node to a mesh system.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified symptoms (login failure, red/blue lights), asked for serial/model numbers, diagnosed firmware mismatch, and determined need for reset and manual update.
T2 Met Appropriate tools / resources used conf 85%
Used router web UI, checked IP address, accessed child node via HTTPS, performed hardware reset, and navigated support site — all appropriate tools for the issue.
T3 Partially Met No misinformation conf 80%
Agent incorrectly stated the child node could be accessed via HTTPS://192.168.1.1 after reset — MR7350 uses HTTP://192.168.1.1 or http://myrouter.local, not HTTPS; also misdirected to 'links.google.wifi' instead of linksyssmartwifi.com.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control, set expectations, managed transitions, and kept the call on track despite technical hurdles and browser issues.
C2 Met Confirmed understanding conf 85%
Used plain language, repeated instructions, confirmed understanding, and adapted to customer confusion during firmware update and browser steps.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, sent follow-up email for warranty, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 85%
Set clear next steps (reset, add node, wait 1–2 min, update), gave realistic timelines, and followed through on email commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent remained courteous, apologized for confusion, thanked customer, and demonstrated patience throughout a complex, lengthy interaction.
X2 Met Tone & rapport conf 80%
Adjusted pace, repeated steps, checked comprehension, and matched customer’s technical level during troubleshooting.
X3 Met Overall experience conf 80%
Avoided unnecessary full system reset, used Recovery Key first, minimized repetition, and handled actions agent-side where possible.
Call Transcript108 turns · 116 lines
Speaker 1
Welcome to. Yeah, I'm trying to, okay, I'm trying to add a, just bought another AX 1800 and I'm trying to add it as a node to my current system but I'm having trouble uh signing in.
00:00
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 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi. Thank you for calling Sis. My name is Raquel and how may I assist you today?
00:00
Speaker 1
gay on the main one okay hang on hang on I've got a picture of it yeah hang on one second why don't I no oh great it hasn't transferred to my computer yet and I guess I'm going to go to the photo page okay uh let's see serial no um well this one is weird I see setup wi-Fi name password and recovery key is there another sticker or anything
01:00
Speaker 2
I see, I understand. [silence] May have the serial number of your main note. [silence] Main one so that I could double check the yes, the password, okay? [silence] No, no worry. [silence] No, no, no, serial number.
01:00
Speaker 1
wait hang on then then I yeah then I I need a photograph yeah but they're wrong hang on a second no yeah it's over there okay okay serial number three three
02:00
Speaker 2
Is labeled with an "N" and yes. There might be another sticker. Okay.
02:00
Speaker 1
C 1 0. M as in Mary, 2 8. C as in Charlie, 0 2, 4 4 6. Yeah, I thought I tried that. Hang on a second. Let me uh, that was my guess too. A D M I N. Invalid router password please try again. [silence]
03:00
Speaker 2
hm hmm hmm alright thank you let me check this real number alright so you have the mr7350 and going back to the um password by the uh default router password for login for this model is word admin uhm can you try the word admin a d m i n all lowercase okay I see in that case you've already created a a router password before but if you forgot it you can actually [silence]
03:00
Speaker 1
Right, the problem, whoops, what happened here? Oh, it's going somewhere. Oh. Oh, all right, so and enter the recovery key then, correct? Yeah, no, no, yeah. All right, let's see, what do we do that. Submit. Create a new admin. Well, I'll just take it, I'll put it back to admin. Right? Oh, okay. Okay, so I can't, I cannot just make it admin. Okay, that's fine. Let's see, what do we do that. [silence]
04:00
Speaker 2
There's a reset option on that page.
04:00
Speaker 1
Username. Uh and we'll try this, let's see if this works. See? Okay. All right. So, that got me in. Uh so now to add the new unit as a a node. It's on and and uh it's glowing red. I'm sorry? Yeah, it's about it's about 15, about 15 feet away.
05:00
Speaker 2
Okay the child and let me check the child node right now is it near from the main parent node? Is it uh the child node is it plugged in near to the main parent node to the main router?
05:00
Speaker 1
Uh... right. All right, well, hang on. Hang on. See, I understood, but to do that, I have to move my computer as well. Uh, well, actually, wait a minute. No, I don't. I can just move this. If, let's see. Let me take let me take a picture of the, uh, info on the back of this one in case we need it. All right. That's done with. So now I'll move it.
06:00
Speaker 2
I would suggest you can move it a little bit. You can have it 10 feet away. It should be near to the main router. This is only for setup purposes for adding it. And by the way, is this your first time adding this child node? Okay.
06:00
Speaker 1
Okay, so now it's right, it's it's actually sitting on top of the other one. This one, yes. I have another one already. The same, it's the same, it's the same, an AX 1800 or whatever that other number is. Okay, okay, yeah, let me get that for you.
07:00
Speaker 2
Uh-huh. Okay. And by the way, is this your first time adding this child node? Okay. Can I have the model number of the new one so that I can make a record here? Okay. And how about the serial number since it has a unique serial number as well? [silence]
07:00
Speaker 1
External number on that one, uh, three three Charlie, one zero, Mary, two Apple Apple, one three six nine nine. Uh, I bought it from a dealer on Amazon. Okay. It's it's flashing flashing red. Yes.
08:00
Speaker 2
Right? Okay. Thank you. Also, where did you buy this cell node? Thank you. All right, thank you. And by the way, um, later on. I'm going to send you an email where you can attach the receipt of this child node. So that I can update its warranty and support. It has one year hardware warranty and support. Okay? And, all right. And right now, what's the light again on the child node? Is it back to red light? Uhm, Okay, let's give it a fresh start. We're going to reset it first. So let's go to the back of the child node. At the back, you will see that there are
08:00
Speaker 1
yep um
09:00
Speaker 2
reset button, you're going to press and hold it. And while you're pressing it, you need to observe the light color in front it will go through blinking red, light will go off and once it shows a blue light, that's the time you release the reset button. you keep holding until light goes off and once it shows blue, release the reset. [silence] All right, let's wait next to have a solid pink or purple light on this child node. It will go [silence]
09:00
Speaker 1
Right. [silence] Correct. [silence]. Correct. [silence] Right. Uh-huh. [silence] That's correct. [silence] Okay. [silence] Right. Right, okay.
10:00
Speaker 2
go through blue blinking blue and then solid pink or purple you will give it a minute or two. And while waiting, I believe this is not your first time calling Linksys right? And your phone number here, let me verify that is 1 818 49 74 117. And upon double checking it here, I'm speaking to Mark Linet. Is this correct? And your email is YRRplace17@me.com. All right, thank you. And I'll be sending the email communication Mark to this email so that you can attach the receipt of the new child node that you have so that we can update your warranty and support here, okay? All right.
10:00
Speaker 1
You just went, yeah. Going blue now, it just went red. Oh, was it red or- I guess that's purple. Yeah. Okay. Uh, hang on. Oh yeah, there it is.
11:00
Speaker 2
Is it blinking blue still? Kind of a pinkish red. Okay all right, so it's now ready. So, let's go next to your computer with the links Google Wi-Fi page. Let's add it from there. All right, on that link, Google Wi-Fi page, go to the very bottom part. You will see there a letter CA at the very bottom, right hand corner. Click CA. All right, click that. Okay. Link it to the Google Home app. Oh my God, why is it so difficult to do this? Okay.
11:00
Speaker 1
in activity. Yeah. Uh, let's see here. Router. Basic internetlig local advanced administration velop setup. Right. Just did that. [silence]
12:00
Speaker 2
it. And next, it will refresh the page. And then we'll go to connectivity. Connectivity is at the left hand side. All right. Click it. And then let's go next to CA router setup tab, the last tab. Yes, that's it. Then it was set up. Click that. And you will have there, to add the child node, let's click the button says, add wireless child node. All right. After clicking that, let's observe next the light in front of the child node. If it starts flashing pink or flashing red.
12:00
Speaker 1
Do I hit apply first? Okay. It's blinking right.
13:00
Speaker 2
not yet we're just going to observe the child node light is it blinking all right that's great so it responded to the adding process so we'll give it 2 to 3 minutes we'll now wait for solid blue on the child node
13:00
Speaker 1
silence I'm gonna guess that's red.
14:00
Speaker 2
Okay, it's still on the process of adding. So give it 1 to 2 minutes more.
14:00
Speaker 1
And we have blue. Okay. Yeah, it's oh, yeah, it did blink. It's now going back to red. Yes.
15:00
Speaker 2
Mm-hmm. All right, let's give it one minute more. It might blink again. And let's wait for another steady solid blue light. Okay. All right, waiting for solid blue. And is it solid red still? Okay, so solid red actually, it able to connect with the parent node but it is offline, no internet. For that, our work around is to restart your main parent node to refresh their connection. To restart is we're going to open the kyses found on the [silence] base of that for Mac. It is to press.
15:00
Speaker 1
All right. Hang on a second, because if I do that I'm probably going to lose you. So, let's see. Let me go in here first and turn off my Wi-Fi. Right, well, it shouldn't happen now because I turned off the Wi-Fi. All right, let me go do that. Oh, I'm sorry. The other -- okay. The child node is flashing blue. And it's -- no, it's -- it's -- it's gone solid blue.
16:00
Speaker 2
I'm going to have you unplug your main parent node for the power source, give it 10 seconds, plug it back in. Okay. Okay. Okay. No worries. I'll call you back in case we get disconnected. Okay. All right. Back inside. Flashing blue. All right. That'd be Okay, just continue to restart your main parent node. Oh, back now to solid blue. So we'll just going to check the child node if it's already in the network. So we're not going to restart your main parent node. Let's go back to your computer
16:00
Speaker 1
Yep. It, it apply? Okay. Yep. Okay. All right. So it's gone. Yep. Yep. Yep. Yep, I'm there. Yeah, and actually says there's update available. Uh, oh, and that, it's the child note, yeah, the child node needs to be updated.
17:00
Speaker 2
in order the links to SmartWi-Fi page. Let's click the adding Child node. Yes. Then after clicking apply, refresh the whole page by clicking the refresh icon on your web browser at the upper left hand side. All right. And once it go back. Okay. Let's go back to connectivity and stay at the basic section, the first tab. And going to the right hand side of basic, you will see the firmware update and below is details. Click details. All right. I believe Okay. All right. Yes, please. Let's go ahead and update firmware over child node.
17:00
Speaker 1
So do I select it or just... I don't know. Yeah, there well, it seems to yeah, it seems to be just update. Um, I can't select it. All right, go ahead. As all update. Update firmware, blah blah blah, router boot. Okay, so, do you want to continue? Yes. Yes. Downloading firmware, but I don't see any progress on the line. Yeah. Yeah, that's good. Sure. So, there shouldn't be any progress bar or anything. I mean there's a there's a bar at the bottom, a big white
18:00
Speaker 2
A to close the page and write corrupt the firmware. All right. [silence] Um, they're should be but since it's not showing I'll just going to rely with that page if after the downloading firmware it will says restart next restart router And while waiting on Mark I'm I was able to send now the email where you can attach the receipt of this child node where you had purchased it from Amazon. All right.
19:00
Speaker 1
Would you expect it to take this long? [silence] Talablu. [silence]
21:00
Speaker 2
normally the update will take five minutes minimum and while waiting for the update the light on the child node is it blinking blue or just stays a solid blue light? okay during the update next it should be blinking blue Well, give it one minute more. We'll we'll wait for a new page to show up on that. Links to Linksys Smart Wi-Fi page. It's I. It's okay for now, since um, where we're going to wait for the method I was I was.
21:00
Speaker 1
Yes. Hmm. [silence] No, nothing. [silence]
23:00
Speaker 2
success restart or restarting router. so give it one minute more [silence] And no changes still on the page. Let's reload the page this time. Click the refresh icon.
23:00
Speaker 1
okay and then go back to develop setup updates are available details all right do I want automatic or manual yes then that's what I clicked last time update from where do you want to continue yes oh there we go
24:00
Speaker 2
Yes, please. Um, how about basic tab of connectivity and then let's check if there's a prompt update. Let's update it again. All right. [silence] Is there a a button that says update to click? Let's click that again, please. To update firmware of the child node. Okay. [silence] Let's check if there's now a progress bar. All right. So, just wait for this one to finish the downloading firmware and next[silence]
24:00
Speaker 1
[silence] The progress moved a tiny bit right at the start and hasn't moved since.
25:00
Speaker 2
that will be a realtor will restart or the child will restart. It's not yet moving. We'll just skip [silence].
25:00
Speaker 1
Yep. At least we got something. Wi-Fi. Yes, But by Wi-Fi. Still no progress. [silence]
26:00
Speaker 2
give it a time again since there's already a progress bar.
26:00
Speaker 1
sorry, [silence] yeah, [silence] yeah, [silence] Yeah, [silence] I have [silence] I've grown. [silence] Okay. [silence] sure. [silence] All right, so I quit that. [silence] home. [silence] Okay.
27:00
Speaker 2
Safari, okay. Do you have other browser aside from Safari? You have Chrome? All right. We're going to close that Linksys page for the meantime, using your Safari and we'll use your Chrome browser to access your main router settings. Could be something to do with the browser itself. All right. go to connectivity yes basic tab Excel. Okay. all right. Yes. Yes, please. Okay. all right.
27:00
Speaker 1
Well, that's weird. It actually backed up a hair. And now it's going forward. All right. No, not really. It moved, it moved about the same as it did before and then stopped. Yeah.
29:00
Speaker 2
the progress bar is now moving [silence] okay, we'll just give it uh two to three minutes for the progress bar to move [silence]
29:00
Speaker 1
has not it hasn't moved no it's not moving at all yeah okay back to connectivity
30:00
Speaker 2
and how about the progress bar? is it moving at all? it hasn't moved. There's, we'll try other ways to update the firmware on the child node. We're going to access its settings. Um let's close that downloading page. Like close the entire tab and then open a new one. Re-access the settings. All right, and next, let's check the IP address of this child node. Let's close connectivity by clicking OK button. And then go to troubleshooting option.
30:00
Speaker 1
[silence] Okay. Yeah. Okay, let me go up. [silence] There it is, yeah, I see it. uh 192.168.1.78.
31:00
Speaker 2
And then on the troubleshooting page, first tab is status and then devices, you will see the tables off devices. we will look for the child node that its name should be linksys 136999 and may have its IP address. All right, you may have the IP address please of your child node. All right, so next let us open a new tab on your browser. We're going to access the settings of your child node. But the address bar of the new tab type HTTPS
31:00
Speaker 1
wait a second .1.78 0 slash K. Oh, they went to they went to Google my IP address 192.1 68.1.7 8 IP address my.
32:00
Speaker 2
[silence] On too forward slash 192.168.1.78 forward slash CA and then letter CA, Charlie, Alpha. And then search for it. And let me know if you are routed to Linksys page. Sign in. [silence]. I think um, let me check, how did you access the main router setting? Is it using an IP address?
32:00
Speaker 1
the main setting I got to htp 192.org.168.1.1 forward slash UI forward slash 1.2.1.6.9.9 dot and then a whole bunch more. yeah 203. um. i I am i gotta sign out. okay. [silence]
33:00
Speaker 2
uh uh okay, all right uh okay, thank you for the details, and we're going to log out from the main relture settings, can sign out, go back to the main settings uh page and then at the top right hand side, you will see the sign out option. Let's sign out first. All right, and let's try it again, accessing your child node settings. So let's go back to another tab and then access.c.
33:00
Speaker 1
Charlie Alpha,
34:00
Speaker 2
TPS colon 2 forward slash 192.168.1.78. divide.exe same thing I let's try Safari browser for okay. icey got it 4. Okay. [ silence]
34:00
Speaker 1
Now this is. Church IP address. No. Yeah, that didn't work. Okay. All right so good. Yeah. Right. All right, hang on. Stay there.
35:00
Speaker 2
It didn't work. So this time the other option that we have to update firmware on there, child is to reset it back to factory settings, access it locally, and then we're going to manually update the firmware. So for the reset, okay. So we're going to press and hold again the reset button at the back of the found node. Same process, wait for the light to go off, and once it shows blue, release the reset button. Okay.
35:00
Speaker 1
All right. It's blue. Let me get back to the computer. Oh, or hang on. Let me. Oh, I can still see it. Yeah, there we go. Oh and yeah, I can see it.
36:00
Speaker 2
Alright, and let's wait for it to turn solid. pink or purple next.
36:00
Speaker 1
still just flashing blue at the moment. There we go. Yeah, purple. All right. Let me get back to the computer.
37:00
Speaker 2
I can lake it by battle but to scare. Okay, so we're waiting for solid purple next, or pin. All right. Okay, next, we're going to E.S.P.'s. And let's
37:00
Speaker 1
All right. Link's just set up. Okay, hold on. Oops. [silence]
38:00
Speaker 2
open wifi on your computer let's look for the default wifi name of this child module the links to set up a wifi name. Yes, select and connect to it. And if it asking for password, you may use the password at the bottom, I believe you had uh got a picture of the sticker, right, you can check its default wifi password. [silence] the password at the bottom of the [silence] cloud node. [silence] Yes. [silence] okay. [silence]
38:00
Speaker 1
Okay. [silence] All right. [silence] All right passwords one W48KW E-M-L-G. Show password before KYG. Okay. Hello? Okay, we've joined. [silence] Not one dot one. One dot one. Safari can't find the server. Try that again. Oh, I see what's wrong. Sorry. H-S-G-P-S. Say it one more time. [silence] Forward four times.
40:00
Speaker 2
Alright. Let's open a browser. Next. And let's access the settings over the child node. So we're going to use the HTTPS: two/192.168.1.1. Search for it. Yes. Okay.
41:00
Speaker 1
1 92 oh oh that's the problem 192 192 . 168 this connection is not private show details it doesn't seem to unto it uh I'll visit this website okay
42:00
Speaker 2
Https, there should be a colon before the two forward slash. Https colon, two forward slash. Okay. Then search it again. That S. 1 6 8. 1 1. Is there an advance button to click? If yes, click it, then click continue to proceed. Okay, if please, visit this website and you will be routed to link. This with pictures of phone, double click the pictures of phone on that.
42:00
Speaker 1
Okay, sign in. Okay. Okay? Where am I gonna see that? [silence]
43:00
Speaker 2
app page. It will show a one-moment screen next. [silence] Yes, sign in with Word Admin since this is the child node. A-D-M-I-N, all lower case. [silence] [silence], all right. And let's click also the C-A at the very bottom right hand corner. [silence] [silence] And then let's go to Connectivity and then Basic tab then Details. [silence] May have the current version of the Child node first. [silence] [silence] [silence] [silence] [silence] Under Details of Basic tab. [silence] Okay. [silence] [silence]
43:00
Speaker 1
I, I don't see details and it says it can't reach the update server right now. Of details, sorry. There it is. Um, 1.1. Yeah, now I I got a problem cuz now it wants to save the password and I don't want it to do that. So, I I I gotta, okay. 1.1.4.202.174. Oh no, no, I'm sorry. 202.174, no dot. Right?
44:00
Speaker 2
Okay. Mm-hmm. Yes, not now. See, thank you, so there are three. Mm-hmm. Okay, thank you, so there are three, two firms before the latest, but we'll do the manual update. Let me double check. There is a button that says choose a file on that page right? On that basic tab. Alright, so before we click.
44:00
Speaker 1
Don't don't change my Wi-Fi. I am on my regular Wi-Fi.
45:00
Speaker 2
Choose a file. We're going to connect your computer to your network main Wi-Fi because we're going to re-access next the support website. So change the Wi-Fi connection from the child node to the main router. And we will change the Wi-Fi on your computer. So we'll disconnect from the main setup Wi-Fi name and connect back to the main Wi-Fi. All right, let's go back to your browser, open a new tab and search support.linksys.com.
45:00
Speaker 1
linksys support enter keywords or model number to enter keywords or model number. linksys mr7350 FAQs. Oh, there we go. Okay.
46:00
Speaker 2
all right we're going to enter the model number MR 7350 7350 and then from the list let's select Linksys MR 7350 support. how about support? can you go back to your previous page? then so select the second option support. Linksys MR 7350 support. okay and then let's
46:00
Speaker 1
Uh, firmware, yeah, uh, right, yup, right, yep, I have it, yeah, it's done, right, okay, done, done that
47:00
Speaker 2
scroll down to the bottom part, you will find, uh, downloads, documents, user guides, and below on that section, you'll see there firm, firmware, click download, click, click the ending 3.1.7, click download and do not, uh, open, the file, just, leave it, finish downloading and save it on your download file and let me know once done. All right, so we're now going to change the Wi-Fi connection again on your computer, from your main Wi-Fi, we connect, your computer to the linksys setup Wi-Fi name, the Wi-Fi name of this child mode. All right then let's go back to the tab where you have the linksys smart Wi-Fi page.
47:00
Speaker 1
uh let's see. I think this is it. I already can't find the server. Uh, let's see. It's a, oh, I see. That's not right. Okay. let me see. Okay, so 192.168.1.1. there we go. checking for updates. Okay, so now go to details. Uh, oh.
48:00
Speaker 2
mhm that is correct mhm yes choose file button do you have it there
48:00
Speaker 1
Yeah, interesting. Now it's... Oh. Should I hit check for updates or deselect automatic? Yeah. Correct. Yeah. Uh huh. It's... It's... Okay. Yes.
49:00
Speaker 2
Mhm. For example, it's automatic. Should be turned on. It should be toggle on. And there's no option for choose file right. Like a button says choose file. Let's click. Let's close connectivity page first by clicking OK button. And then let's go back to the main page. Let's click again the tiny letter CA at the very bottom right hand corner. CA. And then let's go back to connectivity and let's check under basic tab if you have the choose file button.
49:00
Speaker 1
aha. that's working oh yeah oh yeah we're about 3/4 of the way there Router is rebooting. Hit okay. Hit okay. Yes, it is. [silence]
50:00
Speaker 2
All right, that's great. Yes, click OK. Yes, please. And while waiting, let's check the light on the child node if it's blinking blue. All right, so we're waiting for a solid purple next.
51:00
Speaker 1
banda]
52:00
Speaker 2
All right and let's wait for the lingus page to says it's done updating the firm early we'll give it one to two minutes more. How is the update? Is it restarting still? Rebooting? Let's reload that page next. Can use the refresh icon of your browser. Yes please. And then it will route you to sign in page uh
52:00
Speaker 1
No, it's gone back to say he waiting. all right here we go. M. invalid password. that's weird. yeah it was A D. m.a. n Oops. Oh you know A D M I N." no it's not. it's not. let me go back there. I know where I got changed. okay. now. [silence]
54:00
Speaker 2
okay. Yeah. At first, is it showing now the connectivity? [silence] Okay. Okay. Make sure it entered all small letters, like, the word admin. [silence] [silence] It could be that, might be that we're connected to the main Wi-Fi. Let's check the Wi-Fi on your computer. [silence] Make sure it's still connected to the linksys setup, the child's load's Wi-Fi. Okay. [silence] And once it's connected back to the child's load's Wi-Fi, refresh the [silence]
54:00
Speaker 1
again one second sorry I already seen here yeah no sorry for Yeah, I'm there right. No, I'm on the page with connectivity. Details at the basic tab. I'm sorry. I'm on the main smart Wi-Fi page. Hit device list or yeah, that's what I thought. Okay.
55:00
Speaker 2
192.168.1.1
55:00
Speaker 1
okay cart yeah cart 1.1.7 2020 9317 right hang on well when do I go to Chrome by Chrome My in here it's a far okay
56:00
Speaker 2
and we check the firmware okay all right so it's now up to date so we can now go back to your main node to my main router's Wi-Fi so you may now close that page and then connect your computer to the main Wi-Fi you will access again the settings of your main router
56:00
Speaker 1
Oh, so now it wants my password, though, right? Okay. Yep. Okay, we are signed in. Go to connectivity. Oh, yeah, right. Okay. And then hit Apply. I'm
57:00
Speaker 2
Yes your router customized password all right click first the CA at the very bottom right hand corner all right then after go back to connectivity then build setup tab and then let's add the child node using add wireless child node button. [silence]
57:00
Speaker 1
[silence] No. [silence] Now it is. [silence] Now it's blinking. [silence] Okay.
58:00
Speaker 2
blinking? Not yet. It's solid. It is, right? It's Okay, so it's responding to the process of adding, so I'll just give it two to three minutes, and we'll wait for a steady solid blue light.
58:00
Speaker 1
[silence]
59:00
Speaker 2
Okay. It's a good. Just solid blue. Okay. Hook it. There. Yep. So
59:00
Speaker 1
Now it's gone purple. And now it's solid blue. Okay, go back. And now what? Yeah. Uh, well, it's okay. Uh, yeah, okay, yeah. All right. How did I wind up back on Chrome? That's weird. Okay. Yep.
60:00
Speaker 2
Yeah. We'll blink again. Let's give it a minute more and should go back to blue. All right, it is now steady solid blue. Solid purple or Uh-huh. All right, so it's connected. We'll go back to your computer. Click donem adding child node. Click the done add your child node button. Click the done add your node button. It's okay. And then refresh the whole page next. Refresh. And once it
60:00
Speaker 1
There we go. [silence] Yep. [silence] It is showing, yep. It is showing both. Yeah, I have another, I have another child though as well. All right, so we should, we should be good. Right. Okay, thank you, thank you very much. [silence] No, I, I'll, I'll send, I'll send that invoice then. Thank you, bye, bye.
61:00
Speaker 2
OK. And then after refreshing it, let's go back to the basic tab of connectivity and then let's check under details if it's showing now the child node together with the main parent node. All right. Perfect. Ah, that's alright. Yes. You can unplug the child node from there and move it to the relocated designated spot. Just give it like two to three minutes. It will go through blinking blue, blinking red. It should show solid blue once connected. All right. You're most welcome. Anything else for your linksys device Mark? Can assist you with? All right. No problem. This is once again, Raquel. I'm happy to assist you. Have a wonderful night. Thank you for calling Linksys.
61:00