Difference between revisions of "RMA guidelines for FM devices"

From Wiki Knowledge Base | Teltonika GPS
m (Reverted edits by Gediminas (talk) to last revision by Aurimas.adomaitis)
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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>

Revision as of 11:58, 26 August 2019

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);
 
        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.
YES, if this issue is true Fill out RMA request form 
        Visible physical damage (FMXXXX damaged, GPS antenna damaged...):
 
        a.	Visible physical damage on device case; 
 
        b.	Visible physical damage on device PCB; 
 
        c.	Visible deformation of internal battery;
YES, if at least one issue is true Fill out RMA request form 
        d.	Visible physical damage on GPS antenna; 
 
        e.	Visible physical damage on GSM antenna;
NO, if at least one issue is true, offer to change an antenna Contact sales manager 
        Digital input is not working:
 
        a.	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:
 
        a.	Check 1-wire device type (maybe not supported device (ibutton, temp. sensor); 
 
        b.	Check connection scheme; 
 
        c.	Check terminal log (overcurrent message); 
 
        d.	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):
 
        a.	Check terminal log, look for overcurrent messages; 
 
        b.	If overcurrent message is still present after GPS antenna change – send FM to warranty; 
 
        c.	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 
        d.	No overcurrent messages in log, but still no GPS FIX. 
 
        e.	Make sure GPS antenna is seeing clear sky; 
 
        f.	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 Fill out RMA request form 
        Sim card failure. FM does not see SIM card (bended sim holder, 3G sim card):
 
        a.	Check SIM card itself, if there is no physical bending; 
 
        b.	Check if SIM card is seen by cell phone or other FM device; 
 
        c.	Check if sim card is 2G (GSM) capable; 
 
        d.	Check modem version (.info), try updating modem to the latest one, if modem version is old; 
 
        e.	Check if PIN code is not set; 

        f.	Check if device is working with another SIM card, another operator SIM card; 
  
        g.	Check if GSM antenna is connected;
YES, if none of the mentioned points helps Fill out RMA request form



Firmware issue Eligible for warranty? Remote connection status 
          Device is in boot mode (status LED is blinking fast) – send instruction for device recovery.
NO Contact support 
        Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW.
YES Contact support 
        Modem failure (Modem initializing, Modem Seems to be Dead).
YES, if the solution does not help Fill out RMA request form



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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