Difference between revisions of "RMA guidelines for FM devices"

From Wiki Knowledge Base | Teltonika GPS
Line 1: Line 1:
 +
__TOC__
 +
 +
==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: 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;" | Remote connection status
 +
|-
 +
| 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/>
 +
* 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;"  | 
 +
<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;" |
 +
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>
 +
| 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;" |
 +
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>
 +
| 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;" |
 +
* Visible physical damage on GPS antenna;<br/>
 +
* Visible physical damage on cellular antenna; <br/>
 +
| 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>
 +
| 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;" |
 +
Digital input is not working:<br/>
 +
* 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: 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;" |
 +
<font color="bb0000"><b>NOT REQUIRED</b></font>
 +
|-
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
 +
1-wire short circuit:<br/>
 +
* Check 1-wire device type (maybe not supported device (ibutton, temp. sensor); <br/>
 +
* Check connection scheme; <br/>
 +
* Check terminal log (overcurrent message); <br/>
 +
* 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;" | 
 +
<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;" |
 +
No GPS (GPS overcurrent, physical GPS antenna damage):<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 not present after GPS antenna change – change GPS antenna;
 +
| 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;" |
 +
<font color=" #009900"><b>IS REQUIRED</b></font>
 +
|-
 +
| 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/>
 +
* Make sure GPS antenna is seeing clear sky; <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.
 +
| 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>
 +
| 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;" |
 +
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 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;" | 
 +
<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>
 +
|-
 +
|}
 +
<br/>
 +
==Firmware Issues==
 +
The table below contains information on which firmware related issues are covered by the warranty service and which issues are not:
  
−
<table border=1; style="border-collapse: collapse;">
+
{| class="wikitable"
−
    <tr>
+
|+
−
        <th width=950 style="text-align: center;">Hardware issue</th>
+
! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" | Firmware issue
−
        <th width=200>Does FM need to be sent to warranty?</th>
+
! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" | Eligible for warranty?
−
        <th width=100>Remote connection status</th>
+
! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" | Remote connection status
−
    </tr>
+
|-
−
    <tr>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
−
        <td>
+
Device is in boot mode (status LED is blinking fast) – send instruction for device recovery.
−
        Device does not start. LED does not blink at all when device is powered up (10-30  V DC);<br/>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | 
−
        a. 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.
+
<font color="bb0000"><b>NO</b></font>
−
    </td>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
−
<td style="text-align: center;"><font color=" #009900"><b>YES, if this issue is true</b></font></td>
+
<font color="bb0000"><b>NOT REQUIRED</b></font>
−
        <td style="text-align: center;><font color="red"><b>NOT REQUIRED</b></font></td>
+
|-
−
    </tr style="text-align: justify>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
−
    <tr>
+
Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW.
−
        <td>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | 
−
        Visible physical damage (FMXXXX damaged, GPS antenna damaged...):<br/>
+
<font color=" #009900"><b>YES</b></font>
−
        a. Visible physical damage on device case; <br/>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
−
        b. Visible physical damage on device PCB; <br/>
+
<font color="bb0000"><b>NOT REQUIRED</b></font>
−
        c. Visible deformation of internal battery;
+
|-
−
        </td>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
−
<td style="text-align: center;"><font color=" #009900"><b>YES, if at least one issue is true</b></font></td>
+
Modem failure (Modem initializing, Modem Seems to be Dead).
−
        <td style="text-align: center;"><font color="red"><b>NOT REQUIRED</b></font></td>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | 
−
    </tr>
+
<font color=" #009900"><b>YES, if the solution does not help</b></font>
−
    <tr>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
−
        <td>       
+
<font color=" #009900"><b>IS REQUIRED</b></font>
−
        d. Visible physical damage on GPS antenna; <br/>
+
|-
−
        e. Visible physical damage on GSM antenna;
+
|}
−
        </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>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>
 
−
        Digital input is not working:<br/>
 
−
        a. Connect DIN to power supply „+“, and check if DIN status changes. If not – send to warranty
 
−
        </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>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>
 
−
        1-wire short circuit:<br/>
 
−
        a. Check 1-wire device type (maybe not supported device (ibutton, temp. sensor); <br/>
 
−
        b. Check connection scheme; <br/>
 
−
        c. Check terminal log (overcurrent message); <br/>
 
−
        d. Measure voltage on 1-wire PWR and GND (should be 3.6V);
 
−
        </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>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>
 
−
        No GPS (GPS overcurrent, physical GPS antenna damage):<br/>
 
−
        a. Check terminal log, look for overcurrent messages; <br/>
 
−
        b. If overcurrent message is still present after GPS antenna change – send FM to warranty; <br/>
 
−
        c. If overcurrent message is not present after GPS antenna change – change GPS antenna;
 
−
        </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>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>
 
−
        d. No overcurrent messages in log, but still no GPS FIX. <br/>
 
−
        e. Make sure GPS antenna is seeing clear sky; <br/>
 
−
        f. 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.
 
−
        </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>
 
−
    </tr>
 
−
    <tr>
 
−
        <td style="text-align: justify>
 
−
        Sim card failure. FM does not see SIM card (bended sim holder, 3G sim card):<br/>
 
−
        a. Check SIM card itself, if there is no physical bending; <br/>
 
−
        b. Check if SIM card is seen by cell phone or other FM device; <br/>
 
−
        c. Check if sim card is 2G (GSM) capable; <br/>
 
−
        d. Check modem version (.info), try updating modem to the latest one, if modem version is old; <br/>
 
−
        e. Check if PIN code is not set; <br/>
 
−
        f. Check if device is working with another SIM card, another operator SIM card; <br/> 
 
−
        g. Check if GSM antenna is connected;
 
−
        </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>
 
−
    </tr>
 
−
</table>
 
−
<br>
 
−
----
 
 
<br>
 
<br>
  
−
<table border=1; style="border-collapse: collapse;">
 
−
    <tr>
 
−
        <th width=950 style="text-align: center;">Firmware issue</th>
 
−
        <th width=200>Does FM need to be sent to warranty?</th>
 
−
<th width=100>Remote connection status</th>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>
 
−
          Device is in boot mode (status LED is blinking fast) – send instruction for device recovery.
 
−
        </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>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>
 
−
        Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW.
 
−
        </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>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>
 
−
        Modem failure (Modem initializing, Modem Seems to be Dead).
 
−
        </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>
 
−
    </tr>
 
−
</table>
 
−
<br>
 
−
----
 
 
<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.
 
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: red;"><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.

Revision as of 14:14, 22 July 2019

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? Remote connection status

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

NOT REQUIRED

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

NOT REQUIRED

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

NOT REQUIRED

  • 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

NOT REQUIRED

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

NOT REQUIRED

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

IS REQUIRED

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

IS REQUIRED

  • 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

IS REQUIRED

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

IS REQUIRED


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.

NO

NOT REQUIRED

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

YES

NOT REQUIRED

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

YES, if the solution does not help

IS REQUIRED



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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