RMA guidelines for FM devices - Revision history

Jonas.sterbavicius: Redirect to "RMA guidelines" created.

2023-01-09T12:23:42Z

Redirect to "RMA guidelines" created.

Jonas.sterbavicius at 11:06, 4 January 2023

2023-01-04T11:06:50Z

← Older revision		Revision as of 14:06, 4 January 2023
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	<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.		<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.

	~~[[Category: Frequently Asked Questions - FAQ]]~~

Donatas.urbonas: added that the antennas are external

2022-12-15T14:44:26Z

added that the antennas are external

← Older revision		Revision as of 17:44, 15 December 2022
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	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
	* Visible physical damage on GPS antenna;<br/>		* Visible physical damage on the external GPS antenna;<br/>
	* Visible physical damage on cellular antenna; <br/>		* Visible physical damage on the external cellular antenna; <br/>
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>		<font color="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>

Gediminas.suminas at 05:44, 13 July 2020

2020-07-13T05:44:27Z

← Older revision		Revision as of 08:44, 13 July 2020
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	<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.		<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.

	[[Category: ~~Fleet management~~ FAQ]]		[[Category: Frequently Asked Questions - FAQ]]

Sandra.Gasyte at 12:18, 3 July 2020

2020-07-03T12:18:49Z

← Older revision		Revision as of 15:18, 3 July 2020
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	<br>		<br>
	~~Recommended~~ course of action when firmware issues are encountered is to contact your sales representative if the device was purchased directly from Teltonika or contact Teltonika support if VIP HelpDesk access is provided to you. If you purchased the device elsewhere, contact the distributor that sold you the device.		The recommended course of action when firmware issues are encountered is to contact your sales representative if the device was purchased directly from Teltonika or contact Teltonika support if VIP HelpDesk access is provided to you. If you purchased the device elsewhere, contact the distributor that sold you the device.

	<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.		<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.

			[[Category: Fleet management FAQ]]

Gediminas.suminas: /* Hardware Issues */

2019-09-09T04:58:59Z

Hardware Issues

← Older revision		Revision as of 07:58, 9 September 2019
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	* If client ensures that device does have 10-30 V DC power supply and still does not start, such device should be sent to warranty.		* If client ensures that device does have 10-30 V DC power supply and still does not start, such device should be sent to warranty.
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	~~<font color=" #009900"><b>YES, if this issue is true</b></font>~~
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<b>Fill out [https://teltonika.lt/rma/ RMA request form]</b>~~
	\|-
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|~~
	~~Visible physical damage (FMXXXX damaged, GPS antenna damaged...):<br/>~~
	* Visible physical damage on device case; <br/>
	* Visible physical damage on device PCB; <br/>
	* Visible deformation of internal battery;
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	<font color=" #009900"><b>YES, if this issue is true</b></font>		<font color=" #009900"><b>YES, if this issue is true</b></font>
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
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	\|}		\|}
	<br/>		<br/>

	==Firmware Issues==		==Firmware Issues==
	The table below contains information on which firmware related issues are covered by the warranty service and which issues are not:		The table below contains information on which firmware related issues are covered by the warranty service and which issues are not:

Gediminas.suminas at 07:14, 28 August 2019

2019-08-28T07:14:03Z

Show changes

Gediminas.suminas at 09:58, 26 August 2019

2019-08-26T09:58:34Z

← Older revision		Revision as of 12:58, 26 August 2019
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	<th width=950 style="text-align: center;">Hardware issue</th>		<th width=950 style="text-align: center;">Hardware issue</th>
	<th width=200>Does FM need to be sent to warranty?</th>		<th width=200>Does FM need to be sent to warranty?</th>
	<th width=100>~~Remote connection status~~</th>		<th width=100>Next step</th>
	</tr>		</tr>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color=" #009900"><b>YES, if this issue is true</b></font></td>		<td style="text-align: center;"><font color=" #009900"><b>YES, if this issue is true</b></font></td>
	<td style="text-align: center;~~><font color="red"~~><b>~~NOT REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;><b>Fill out [https://teltonika.lt/rma/ RMA request form]</b></td>
	</tr style="text-align: justify>		</tr style="text-align: justify>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color=" #009900"><b>YES, if at least one issue is true</b></font></td>		<td style="text-align: center;"><font color=" #009900"><b>YES, if at least one issue is true</b></font></td>
	<td style="text-align: center;~~"><font color="red~~"><b>~~NOT REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Fill out [https://teltonika.lt/rma/ RMA request form]</b></td>
	</tr>		</tr>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color="red"><b>NO, if at least one issue is true, offer to change an antenna</b></font></td>		<td style="text-align: center;"><font color="red"><b>NO, if at least one issue is true, offer to change an antenna</b></font></td>
	<td style="text-align: center;~~"><font color="red~~"><b>~~NOT REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Contact sales manager</b></td>
	</tr>		</tr>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color=" #009900"><b>YES, if this issue is true</b></font></td>		<td style="text-align: center;"><font color=" #009900"><b>YES, if this issue is true</b></font></td>
	<td style="text-align: center;~~"><font color="red~~"><b>~~NOT REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Fill out [https://teltonika.lt/rma/ RMA request form]</b></td>
	</tr>		</tr>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color=" #009900"><b>YES, if all the points are false, but FM still does not send data</b></font></td>		<td style="text-align: center;"><font color=" #009900"><b>YES, if all the points are false, but FM still does not send data</b></font></td>
	<td style="text-align: center;~~"><font color=" #009900~~"><b>~~IS REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Contact support</b></td>
	</tr>		</tr>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color=" #339933"><b>YES, if overcurrent message is still present after GPS antenna change</b></font></td>		<td style="text-align: center;"><font color=" #339933"><b>YES, if overcurrent message is still present after GPS antenna change</b></font></td>
	<td style="text-align: center;~~"><font color=" #009900~~"><b>~~IS REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Contact support</b></td>
	</tr>		</tr>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color=" #339933"><b>YES, if another FM device gets GPS FIX with the same antenna</b></font></td>		<td style="text-align: center;"><font color=" #339933"><b>YES, if another FM device gets GPS FIX with the same antenna</b></font></td>
	<td style="text-align: center;~~"><font color=" #009900~~"><b>~~IS REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Fill out [https://teltonika.lt/rma/ RMA request form]</b></td>
	</tr>		</tr>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color=" #339933"><b>YES, if none of the mentioned points helps</b></font></td>		<td style="text-align: center;"><font color=" #339933"><b>YES, if none of the mentioned points helps</b></font></td>
	<td style="text-align: center;~~"><font color=" #339933~~"><b>~~IS REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Fill out [https://teltonika.lt/rma/ RMA request form]</b></td>
	</tr>		</tr>
	</table>		</table>
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	</td>		</td>
	<td style="text-align: center;"><font color="red"><b>NO</b></font></td>		<td style="text-align: center;"><font color="red"><b>NO</b></font></td>
	<td style="text-align: center;~~"><font color="red~~"><b>~~NOT REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Contact support</b></td>
	</tr>		</tr>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color=" #339933"><b>YES</b></font></td>		<td style="text-align: center;"><font color=" #339933"><b>YES</b></font></td>
	<td style="text-align: center;~~"><font color="red~~"><b>~~NOT REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Contact support</b></td>
	</tr>		</tr>
	<tr>		<tr>
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	</td>		</td>
	<td style="text-align: center;"><font color=" #339933"><b>YES, if the solution does not help</b></font></td>		<td style="text-align: center;"><font color=" #339933"><b>YES, if the solution does not help</b></font></td>
	<td style="text-align: center;~~"><font color=" #339933~~"><b>~~IS REQUIRED~~</b~~></font~~></td>		<td style="text-align: center;"><b>Fill out [https://teltonika.lt/rma/ RMA request form]</b></td>
	</tr>		</tr>
	</table>		</table>

Gediminas.suminas: Reverted edits by Gediminas (talk) to last revision by Aurimas.adomaitis

2019-08-08T05:14:02Z

Reverted edits by Gediminas (talk) to last revision by Aurimas.adomaitis

Show changes

Gediminas.suminas at 04:30, 7 August 2019

2019-08-07T04:30:47Z

← Older revision		Revision as of 07:30, 7 August 2019
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	! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Hardware issue		! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Hardware issue
	! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Does FM need to be sent to warranty?		! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Does FM need to be sent to warranty?
	~~! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Remote connection status~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if this issue is true</b></font>		<font color=" #009900"><b>YES, if this issue is true</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color="bb0000"><b>NOT REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if this issue is true</b></font>		<font color=" #009900"><b>YES, if this issue is true</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color="bb0000"><b>NOT REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if this issue is true</b></font>		<font color=" #009900"><b>YES, if this issue is true</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color="bb0000"><b>NOT REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>		<font color="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color="bb0000"><b>NOT REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if this issue is true</b></font>		<font color=" #009900"><b>YES, if this issue is true</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color="bb0000"><b>NOT REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if all the points are false, but FM still does not send data</b></font>		<font color=" #009900"><b>YES, if all the points are false, but FM still does not send data</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color=" #009900"><b>IS REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if overcurrent message is still present after GPS antenna change</b></font>		<font color=" #009900"><b>YES, if overcurrent message is still present after GPS antenna change</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color=" #009900"><b>IS REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if another FM device gets GPS FIX with the same antenna</b></font>		<font color=" #009900"><b>YES, if another FM device gets GPS FIX with the same antenna</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color=" #009900"><b>IS REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if none of the mentioned points helps</b></font>		<font color=" #009900"><b>YES, if none of the mentioned points helps</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color=" #009900"><b>IS REQUIRED</b></font>~~
	\|-		\|-
	\|}		\|}
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	! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Firmware issue		! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Firmware issue
	! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Eligible for warranty?		! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Eligible for warranty?
	~~! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \| Remote connection status~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color="009900"><b>YES, if unable to recover device manually</b></font>		<font color="009900"><b>YES, if unable to recover device manually</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color="009900"><b>REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
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	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if unable to reflash to base firmware</b></font>		<font color=" #009900"><b>YES, if unable to reflash to base firmware</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color="bb0000"><b>NOT REQUIRED</b></font>~~
	\|-		\|-
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
Line 127:		Line 103:
	\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
	<font color=" #009900"><b>YES, if the solution does not help</b></font>		<font color=" #009900"><b>YES, if the solution does not help</b></font>
	~~\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|~~
	~~<font color=" #009900"><b>IS REQUIRED</b></font>~~
	\|-		\|-
	\|}		\|}