Difference between revisions of "Warranty guidelines"

From Wiki Knowledge Base | Teltonika GPS
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* Repaired;
 
* Repaired;
−
*Replaced with a new product;
+
* Replaced with a new product;
 
* Replaced with an equivalent repaired product fulfilling the same functionality;
 
* Replaced with an equivalent repaired product fulfilling the same functionality;
−
*Replaced by an equivalent product if the production is discontinued.
+
* Replaced by an equivalent product if the production is discontinued.
  
 
During the '''return merchandise authorization (RMA)''' part of the warranty process, an engineer examines the information provided by a client in an RMA request form in order to determine whether the equipment is eligible repair, replacement or a refund. The '''RMA request form''' contains company, addressing and malfunctioning product information and must be filled out by the product's owner and approved by a Teltonika Telematics engineer before returning a product.
 
During the '''return merchandise authorization (RMA)''' part of the warranty process, an engineer examines the information provided by a client in an RMA request form in order to determine whether the equipment is eligible repair, replacement or a refund. The '''RMA request form''' contains company, addressing and malfunctioning product information and must be filled out by the product's owner and approved by a Teltonika Telematics engineer before returning a product.
Line 13: Line 13:
 
==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: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;" |Do devices 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;" |  
−
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 (power range depends on the device);
−
* 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 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;" |
 
<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="3" 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.
Line 35: Line 35:
 
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;" |  
−
Visible physical damage (FMXXXX damaged, GPS antenna damaged...):<br />
+
Visible physical damage (device damaged, internal GPS antenna damaged...):
−
*Visible physical damage on device case; <br />
+
* Visible physical damage on device case;
−
*Visible physical damage on device PCB; <br />
+
*Visible physical damage on device PCB;
−
*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:
−
* 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.
 
|-
 
|-
−
| 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 />
+
1-wire short circuit:
−
* Visible physical damage on the external cellular antenna; <br />
+
*Check 1-wire device type (maybe not supported device (ibutton, temp. sensor);
−
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+
*Check connection scheme;
−
<font color="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>
+
*Check terminal log (overcurrent message);
 +
*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;" |
−
<b>Contact sales manager</b>
+
<font color=" #009900"><b>YES, if all the points are false, but the device still does not send data</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;" |  
−
1-wire short circuit:<br />
+
No GPS (GPS overcurrent, physical internal GPS antenna damage):
−
*Check 1-wire device type (maybe not supported device (ibutton, temp. sensor); <br />
+
*Check terminal log, look for overcurrent messages;
−
* Check connection scheme; <br />
+
*If overcurrent message is still present after GPS antenna change – send the device to warranty;
−
*Check terminal log (overcurrent message); <br />
+
*If overcurrent message is not present after GPS antenna change – change GPS antenna.
−
*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 overcurrent message is still present after GPS antenna change</b></font>
−
| rowspan="4" 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;" |  
 
| 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 overcurrent messages in log, but still no GPS FIX.
−
*Check terminal log, look for overcurrent messages; <br />
+
* Make sure GPS antenna is seeing clear sky;
−
*If overcurrent message is still present after GPS antenna change – send FM to warranty; <br />
+
*Check NMEA log .log_nmea:x [0- disable; 1- enable] (May be no signal).
−
*If overcurrent message is not present after GPS antenna change – change GPS antenna;
+
If another 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 overcurrent message is still present after GPS antenna change</b></font>
+
<font color=" #009900"><b>YES, if another 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;" |  
−
*No overcurrent messages in log, but still no GPS FIX. <br />
+
Sim card failure. FM does not see SIM card (bended sim holder, 3G sim card):
−
*Make sure GPS antenna is seeing clear sky; <br />
+
*Check SIM card itself, if there is no physical bending;
−
*Check NMEA log .log_nmea:x [0- disable; 1- enable] (May be no signal); <br />
+
*Check if SIM card is seen by cell phone or other cellular device;
−
If another FM device gets GPS FIX with the same antenna – send device to warranty.
+
*Check if sim card is 2G (GSM) capable;
−
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |  
+
*Check if PIN code is not set;
−
<font color=" #009900"><b>YES, if another FM device gets GPS FIX with the same antenna</b></font>
+
* Check if device is working with another SIM card, another operator SIM card;
 +
*Check if GSM antenna is connected.
 +
| 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>
 
|-
 
|-
−
| 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 />
+
*Visible physical damage on the external GPS antenna;
−
*Check SIM card itself, if there is no physical bending; <br />
+
* Visible physical damage on the external cellular antenna.
−
*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 />
 
−
*Check if PIN code is not set; <br />
 
−
*Check if device is working with another SIM card, another operator SIM card; <br />
 
−
* 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="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>
 +
|
 
|-
 
|-
 
|}
 
|}
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{| class="wikitable"
 
{| class="wikitable"
 
|+
 
|+
−
! style="width:60%; 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:20%; 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
 
|-
 
|-
 
| 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 revocer device manually</b></font>
 
<font color="009900"><b>YES, if unable to revocer device manually</b></font>
−
| rowspan="2" 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;" |
−
<b>Contact support</b>
+
Steps to fill out RMA form:
 +
 
 +
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.
 +
 
 +
3. Follow the instructions from the engineer and wait until your form is approved.
 +
 
 +
4. After the form is approved you will get it through E-mail.
 +
 
 +
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>
 
|-
 
|-
 
| 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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Modem failure (Modem initializing, Modem Seems to be Dead).
 
Modem failure (Modem initializing, Modem Seems to be Dead).
 
| 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</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.
+
 
 +
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.
  
 
[[Category: Frequently Asked Questions - FAQ]]
 
[[Category: Frequently Asked Questions - FAQ]]

Latest revision as of 13:10, 24 January 2024

Main Page > Frequently Asked Questions - FAQ > Warranty guidelines

Introduction

TELTONIKA TELEMATICS gives guarantee for its products for a period of 24 months. All batteries carry a reduced 6 month warranty period. If a product fails within mentioned warranty period the product can be:

  • Repaired;
  • Replaced with a new product;
  • Replaced with an equivalent repaired product fulfilling the same functionality;
  • Replaced by an equivalent product if the production is discontinued.

During the return merchandise authorization (RMA) part of the warranty process, an engineer examines the information provided by a client in an RMA request form in order to determine whether the equipment is eligible repair, replacement or a refund. The RMA request form contains company, addressing and malfunctioning product information and must be filled out by the product's owner and approved by a Teltonika Telematics engineer before returning a product.

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 device need to be sent under RMA? Next step

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.

YES, if this issue is true

Steps to fill out RMA form:

1. Login to HelpDesk: https://hd.teltonika.lt/ 1.

2. Create new ticket and fill in the information about the non-functioning product.

3. Follow the instructions from the engineer and wait until your form is approved.

4. After the form is approved you will get it through E-mail.

5. Print the RMA form and send it together with the shipment.

1 If you do not have a Helpdesk account, please contact your sales manager.

Visible physical damage (device damaged, internal GPS antenna damaged...):

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

Digital input is not working:

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

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 the device still does not send data

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

  • 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 not present after GPS antenna change – change GPS antenna.

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

  • 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 device gets GPS FIX with the same antenna – send device to warranty.

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

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 cellular device;
  • Check if sim card is 2G (GSM) capable;
  • 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

  • Visible physical damage on the external GPS antenna;
  • Visible physical damage on the external cellular antenna.

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


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 Does device need to be sent under RMA? Next step

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

YES, if unable to revocer device manually

Steps to fill out RMA form:

1. Login to HelpDesk: https://hd.teltonika.lt/ 1.

2. Create new ticket and fill in the information about the non-functioning product.

3. Follow the instructions from the engineer and wait until your form is approved.

4. After the form is approved you will get it through E-mail.

5. Print the RMA form and send it together with the shipment.

1 If you do not have a Helpdesk account, please contact your sales manager.

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

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

YES


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.

IMPORTANT: 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.

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