Warranty guidelines - Revision history

Arijus.C at 08:37, 7 January 2026

2026-01-07T08:37:10Z

← Older revision		Revision as of 11:37, 7 January 2026
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	5. Print the RMA form and send it together with the shipment.		5. Print the RMA form and send it together with the shipment.

	<small><sup>1</sup></small> <small>If you do not have a Helpdesk account, please contact your sales manager.</small>		<small><sup>1</sup></small> <small>If you do not have a Partner Portal/Helpdesk account, please contact your sales manager.</small>
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Arijus.C at 06:47, 7 January 2026

2026-01-07T06:47:00Z

← Older revision		Revision as of 09:47, 7 January 2026
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	<font color=" #009900"><b>YES, if this issue is true</b></font>		<font color=" #009900"><b>YES, if this issue is true</b></font>
	\| rowspan="7" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|Steps to fill out RMA form:		\| rowspan="7" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|Steps to fill out RMA form:
	1. Login to HelpDesk: https://hd.teltonika.~~lt/~~ <sup>1</sup>.		1. Login to Partner Portal/HelpDesk: https://partners.teltonika-iot-group.com <sup>1</sup>.

	2. Create new ticket and fill in the information about the non-functioning product.		2. Create new ticket and fill in the information about the non-functioning product.
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	5. Print the RMA form and send it together with the shipment.		5. Print the RMA form and send it together with the shipment.

	<small><sup>1</sup></small> <small>If you do not have a Helpdesk account, please contact your sales manager.</small>		<small><sup>1</sup></small> <small>If you do not have a Parner Portal/Helpdesk account, please contact your sales manager.</small>
	\|-		\|-
	\| 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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	Steps to fill out RMA form:		Steps to fill out RMA form:

	1. Login to HelpDesk: https://hd.teltonika.~~lt/~~ <sup>1</sup>.		1. Login to Partner Portal/HelpDesk: https://partners.teltonika-iot-group.com<sup>1</sup>.

	2. Create new ticket and fill in the information about the non-functioning product.		2. Create new ticket and fill in the information about the non-functioning product.
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	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 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 Partner Portal/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 or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted.		<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted.

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

Arnas.Zeb at 11:10, 24 January 2024

2024-01-24T11:10:59Z

← Older revision		Revision as of 14:10, 24 January 2024
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	<font color=" #009900"><b>YES, if this issue is true</b></font>		<font color=" #009900"><b>YES, if this issue is true</b></font>
	\| rowspan="7" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|Steps to fill out RMA form:		\| rowspan="7" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|Steps to fill out RMA form:
	1. Login to HelpDesk: https://~~viphelpdesk~~.teltonika.lt/ <sup>1</sup>.		1. Login to HelpDesk: https://hd.teltonika.lt/ <sup>1</sup>.

	2. Create new ticket and fill in the information about the non-functioning product.		2. Create new ticket and fill in the information about the non-functioning product.
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	Steps to fill out RMA form:		Steps to fill out RMA form:

	1. Login to HelpDesk: https://~~viphelpdesk~~.teltonika.lt/ <sup>1</sup>.		1. Login to HelpDesk: https://hd.teltonika.lt/ <sup>1</sup>.

	2. Create new ticket and fill in the information about the non-functioning product.		2. Create new ticket and fill in the information about the non-functioning product.
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	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.		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 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 or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted.		<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted.

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

Sakalauskas.paulius at 08:03, 23 December 2022

2022-12-23T08:03:14Z

← Older revision		Revision as of 11:03, 23 December 2022
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	Visible physical damage (device damaged, GPS antenna damaged...):		Visible physical damage (device damaged, internal GPS antenna damaged...):
	* Visible physical damage on device case;		* Visible physical damage on device case;
	*Visible physical damage on device PCB;		*Visible physical damage on device PCB;
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	No GPS (GPS overcurrent, physical GPS antenna damage):		No GPS (GPS overcurrent, physical internal GPS antenna damage):
	*Check terminal log, look for overcurrent messages;		*Check terminal log, look for overcurrent messages;
	*If overcurrent message is still present after GPS antenna change – send the device to warranty;		*If overcurrent message is still present after GPS antenna change – send the device to warranty;

Jonas.sterbavicius at 07:16, 21 December 2022

2022-12-21T07:16:01Z

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	\|+		\|+
	! style="width:55%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" \|Firmware issue		! style="width:55%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" \|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;" \|Does device need to be sent under RMA?
	! style="width:25%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|~~Remote connection status~~		! style="width:25%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Next step
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Jonas.sterbavicius: /* Hardware Issues */

2022-12-21T07:12:01Z

Hardware Issues

← Older revision		Revision as of 10:12, 21 December 2022
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	Device does not start. LED does not blink at all when device is powered up (~~10-30 V DC~~);		Device does not start. LED does not blink at all when device is powered up (power range depends on the device);
	*If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty.		*If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty.
	\| rowspan="3" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| rowspan="3" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|
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	\|}		\|}



	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.		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 or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted.

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

Jonas.sterbavicius at 07:09, 21 December 2022

2022-12-21T07:09:31Z

← Older revision		Revision as of 10:09, 21 December 2022
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	{\|		{\|
	\|+		\|+
	! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" \| Hardware issue		! style="width:58%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" \| Hardware issue
	! style="width:15%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Does device need to be sent under RMA?		! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Does device need to be sent under RMA?
	! style="width:35%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Next step		! style="width:32%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Next step
	\|-		\|-
	\| 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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	5. Print the RMA form and send it together with the shipment.		5. Print the RMA form and send it together with the shipment.

	<small><sup>1</sup></small> <small>If you do not have a ~~VIP~~ Helpdesk account, please contact your sales manager.</small>		<small><sup>1</sup></small> <small>If you do not have a Helpdesk account, please contact your sales manager.</small>
	\|-		\|-
	\| 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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	5. Print the RMA form and send it together with the shipment.		5. Print the RMA form and send it together with the shipment.

	<small><sup>1</sup></small> <small>If you do not have a ~~VIP~~ Helpdesk account, please contact your sales manager.</small>		<small><sup>1</sup></small> <small>If you do not have a Helpdesk account, please contact your sales manager.</small>
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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;" \|

Jonas.sterbavicius at 07:07, 21 December 2022

2022-12-21T07:07:40Z

Show changes

Jonas.sterbavicius at 14:24, 20 December 2022

2022-12-20T14:24:50Z

← Older revision		Revision as of 17:24, 20 December 2022
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	The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:		The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:
	{\|		{\|
			\|+
	! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" \| Hardware issue		! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" \| Hardware issue
	! style="width:15%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Do devices need to be sent under RMA?		! style="width:15%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Do devices need to be sent under RMA?
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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>
			\|
	\|-		\|-
	\|}		\|}

Jonas.sterbavicius at 14:23, 20 December 2022

2022-12-20T14:23:23Z

← Older revision		Revision as of 17:23, 20 December 2022
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	==Hardware Issues ==		==Hardware Issues ==
	The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:		The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:
	{\| ~~class="wikitable"~~		{\|
	\|+		! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" \| Hardware issue
	! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" \|Hardware issue
	! style="width:15%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Do devices need to be sent under RMA?		! style="width:15%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Do devices need to be sent under RMA?
	! style="width:35%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Next step		! style="width:35%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" \|Next step
	\|-		\|-
	\| 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;" \|
	Device does not start. LED does not blink at all when device is powered up (10-30 V DC);<br />		Device does not start. LED does not blink at all when device is powered up (10-30 V DC);<br />
	* 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.
	\| rowspan="3" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" \|		\| rowspan="3" 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>
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	<small><sup>1</sup></small> <small>If you do not have a VIP Helpdesk account, please contact your sales manager.</small>		<small><sup>1</sup></small> <small>If you do not have a VIP Helpdesk account, please contact your sales manager.</small>
	\|-		\|-
	\| 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 (FMXXXX damaged, GPS antenna damaged...):<br />		Visible physical damage (FMXXXX damaged, GPS antenna damaged...):<br />
	* Visible physical damage on device case; <br />		* Visible physical damage on device case; <br />
	* Visible physical damage on device PCB; <br />		*Visible physical damage on device PCB; <br />
	* Visible deformation of internal battery;		* Visible deformation of internal battery;
	\|-		\|-
	\| 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;" \|
	Digital input is not working:<br />		Digital input is not working:<br />
	* Connect DIN to power supply „+“, and check if DIN status changes. If not – send to warranty		* Connect DIN to power supply „+“, and check if DIN status changes. If not – send to warranty
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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;" \|
	1-wire short circuit:<br />		1-wire short circuit:<br />
	* Check 1-wire device type (maybe not supported device (ibutton, temp. sensor); <br />		*Check 1-wire device type (maybe not supported device (ibutton, temp. sensor); <br />
	* Check connection scheme; <br />		*Check connection scheme; <br />
	* Check terminal log (overcurrent message); <br />		*Check terminal log (overcurrent message); <br />
	* Measure voltage on 1-wire PWR and GND (should be 3.6V);		*Measure voltage on 1-wire PWR and GND (should be 3.6V);
	\| 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>
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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;" \|
	No GPS (GPS overcurrent, physical GPS antenna damage):<br />		No GPS (GPS overcurrent, physical GPS antenna damage):<br />
	* Check terminal log, look for overcurrent messages; <br />		*Check terminal log, look for overcurrent messages; <br />
	* If overcurrent message is still present after GPS antenna change – send FM to warranty; <br />		*If overcurrent message is still present after GPS antenna change – send FM to warranty; <br />
	* If overcurrent message is not present after GPS antenna change – change GPS antenna;		*If overcurrent message is not present after GPS antenna change – change GPS antenna;
	\| 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: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
	* No overcurrent messages in log, but still no GPS FIX. <br />		*No overcurrent messages in log, but still no GPS FIX. <br />
	* Make sure GPS antenna is seeing clear sky; <br />		* Make sure GPS antenna is seeing clear sky; <br />
	* Check NMEA log .log_nmea:x [0- disable; 1- enable] (May be no signal); <br />		*Check NMEA log .log_nmea:x [0- disable; 1- enable] (May be no signal); <br />
	If another FM device gets GPS FIX with the same antenna – send device to warranty.		If another FM device gets GPS FIX with the same antenna – send device 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 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: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
	Sim card failure. FM does not see SIM card (bended sim holder, 3G sim card):<br />		Sim card failure. FM does not see SIM card (bended sim holder, 3G sim card):<br />
	* Check SIM card itself, if there is no physical bending; <br />		*Check SIM card itself, if there is no physical bending; <br />
	* Check if SIM card is seen by cell phone or other FM device; <br />		*Check if SIM card is seen by cell phone or other FM device; <br />
	* Check if sim card is 2G (GSM) capable; <br />		*Check if sim card is 2G (GSM) capable; <br />
	* Check modem version (.info), try updating modem to the latest one, if modem version is old; <br />		*Check modem version (.info), try updating modem to the latest one, if modem version is old; <br />
	* Check if PIN code is not set; <br />		*Check if PIN code is not set; <br />
	* Check if device is working with another SIM card, another operator SIM card; <br />		* Check if device is working with another SIM card, another operator SIM card; <br />
	* Check if GSM antenna is connected.		*Check if GSM antenna is connected.
	\| 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: left;" \|		\| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" \|
	* Visible physical damage on the external GPS antenna;<br />		*Visible physical damage on the external GPS antenna;<br />
	* Visible physical damage on the external 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>
	\|-		\|-
	\|}		\|}
	<br />		<br />