Difference between revisions of "RMA guidelines for FM devices"

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#REDIRECT [[RMA guidelines]]
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__TOC__
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==Hardware Issues==
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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:
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{| class="wikitable"
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|+
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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
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! 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?
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! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" | Next step
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|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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Device does not start. LED does not blink at all when device is powered up (10-30  V DC);<br/>
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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.
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"  | 
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<font color=" #009900"><b>YES, if this issue is true</b></font>
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<b>Fill out [https://teltonika.lt/rma/ RMA request form]</b>
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|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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Visible physical damage (FMXXXX damaged, GPS antenna damaged...):<br/>
 +
* Visible physical damage on device case; <br/>
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* Visible physical damage on device PCB; <br/>
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* Visible deformation of internal battery;
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | 
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<font color=" #009900"><b>YES, if this issue is true</b></font>
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<b>Fill out [https://teltonika.lt/rma/ RMA request form]</b>
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|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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* Visible physical damage on GPS antenna;<br/>
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* Visible physical damage on cellular antenna; <br/>
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | 
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<font color="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<b>Contact sales manager</b>
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|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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Digital input is not working:<br/>
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* 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: center;" | 
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<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;" |
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1-wire short circuit:<br/>
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* Check 1-wire device type (maybe not supported device (ibutton, temp. sensor); <br/>
 +
* Check connection scheme; <br/>
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* Check terminal log (overcurrent message); <br/>
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* Measure voltage on 1-wire PWR and GND (should be 3.6V);
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | 
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<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: center;" |
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<b>Contact support</b>
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|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
 +
No GPS (GPS overcurrent, physical GPS antenna damage):<br/>
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* Check terminal log, look for overcurrent messages; <br/>
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* If overcurrent message is still present after GPS antenna change – send FM to warranty; <br/>
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* If overcurrent message is not present after GPS antenna change – change GPS antenna;
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| 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>
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
 +
<b>Contact support</b>
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|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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* No overcurrent messages in log, but still no GPS FIX. <br/>
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* Make sure GPS antenna is seeing clear sky; <br/>
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* Check NMEA log .log_nmea:x [0- disable; 1- enable] (May be no signal); <br/>
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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;" | 
 +
<font color=" #009900"><b>YES, if another FM device gets GPS FIX with the same antenna</b></font>
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<b>Contact support</b>
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|-
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| 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/>
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* Check SIM card itself, if there is no physical bending; <br/>
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* Check if SIM card is seen by cell phone or other FM device; <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/>
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* Check if PIN code is not set; <br/>
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* Check if device is working with another SIM card, another operator SIM card; <br/> 
 +
* Check if GSM antenna is connected;
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| 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>
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<b>Contact support</b>
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|-
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|}
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<br/>
 +
 
 +
==Firmware Issues==
 +
The table below contains information on which firmware 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: 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?
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! 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;" |
 +
Device is in boot mode (status LED is blinking fast) – send instruction for device recovery.
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | 
 +
<font color="009900"><b>YES, if unable to revocer device manually</b></font>
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
 +
<b>Contact support</b>
 +
|-
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
 +
Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW.
 +
| 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>
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
 +
<b>Contact support</b>
 +
|-
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
 +
Modem failure (Modem initializing, Modem Seems to be Dead).
 +
| 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>
 +
| 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>
 +
|-
 +
|}
 +
<br>
 +
 
 +
<br>
 +
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.
 +
 
 +
[[Category: Frequently Asked Questions - FAQ]]

Revision as of 07:44, 13 July 2020

Hardware Issues

The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:

Hardware issue Does FM need to be sent to warranty? Next step

Device does not start. LED does not blink at all when device is powered up (10-30 V DC);

  • 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.

YES, if this issue is true

Fill out RMA request form

Visible physical damage (FMXXXX damaged, GPS antenna damaged...):

  • Visible physical damage on device case;
  • Visible physical damage on device PCB;
  • Visible deformation of internal battery;

YES, if this issue is true

Fill out RMA request form

  • Visible physical damage on GPS antenna;
  • Visible physical damage on cellular antenna;

NO, if at least one issue is true, offer to change an antenna

Contact sales manager

Digital input is not working:

  • Connect DIN to power supply „+“, and check if DIN status changes. If not – send to warranty

YES, if this issue is true

Fill out RMA request form

1-wire short circuit:

  • Check 1-wire device type (maybe not supported device (ibutton, temp. sensor);
  • Check connection scheme;
  • Check terminal log (overcurrent message);
  • Measure voltage on 1-wire PWR and GND (should be 3.6V);

YES, if all the points are false, but FM still does not send data

Contact support

No GPS (GPS overcurrent, physical GPS antenna damage):

  • Check terminal log, look for overcurrent messages;
  • If overcurrent message is still present after GPS antenna change – send FM to warranty;
  • If overcurrent message is not present after GPS antenna change – change GPS antenna;

YES, if overcurrent message is still present after GPS antenna change

Contact support

  • No overcurrent messages in log, but still no GPS FIX.
  • Make sure GPS antenna is seeing clear sky;
  • Check NMEA log .log_nmea:x [0- disable; 1- enable] (May be no signal);

If another FM device gets GPS FIX with the same antenna – send device to warranty.

YES, if another FM device gets GPS FIX with the same antenna

Contact support

Sim card failure. FM does not see SIM card (bended sim holder, 3G sim card):

  • Check SIM card itself, if there is no physical bending;
  • Check if SIM card is seen by cell phone or other FM device;
  • Check if sim card is 2G (GSM) capable;
  • Check modem version (.info), try updating modem to the latest one, if modem version is old;
  • Check if PIN code is not set;
  • Check if device is working with another SIM card, another operator SIM card;
  • Check if GSM antenna is connected;

YES, if none of the mentioned points helps

Contact support


Firmware Issues

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

Firmware issue Eligible for warranty? Remote connection status

Device is in boot mode (status LED is blinking fast) – send instruction for device recovery.

YES, if unable to revocer device manually

Contact support

Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW.

YES, if unable to reflash to base firmware

Contact support

Modem failure (Modem initializing, Modem Seems to be Dead).

YES, if the solution does not help

Fill out RMA request form



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.

IMPORTANT: in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.

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