Difference between revisions of "RMA guidelines for FM devices"

From Wiki Knowledge Base | Teltonika GPS
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         <td>
 
         <td>
 
         No GPS (GPS overcurrent, physical GPS antenna damage):<br/>  
 
         No GPS (GPS overcurrent, physical GPS antenna damage):<br/>  
−
         a. Check terminal log, look for overcurrent messages; <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/>  
+
         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;
+
         c. If overcurrent message is not present after GPS antenna change – change GPS antenna;
 
         </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>
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     <tr>
 
     <tr>
 
         <td>
 
         <td>
−
         d. No overcurrent messages in log, but still no GPS FIX. <br/>  
+
         d. No overcurrent messages in log, but still no GPS FIX. <br/>  
−
         e. Make sure GPS antenna is seeing clear sky; <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/>
+
         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.
 
         If another FM device gets GPS FIX with the same antenna – send device to warranty.
 
         </td>
 
         </td>
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         <td style="text-align: justify>
 
         <td style="text-align: justify>
 
         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/>  
−
         a. Check SIM card itself, if there is no physical bending; <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/>  
+
         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/>  
+
         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/>  
+
         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/>
+
         e. Check if PIN code is not set; <br/>
−
         f. Check if device is working with another SIM card, another operator SIM card; <br/>   
+
         f. Check if device is working with another SIM card, another operator SIM card; <br/>   
−
         g. Check if GSM antenna is connected;  
+
         g. Check if GSM antenna is connected;  
 
         </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>

Revision as of 09:19, 9 July 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? Remote connection status 
        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 NOT REQUIRED 
        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 NOT REQUIRED 
        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 antenn NOT REQUIRED 
        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 truea NOT REQUIRED 
        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 IS REQUIRED 
        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 IS REQUIRED 
        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 IS REQUIRED 
        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 IS REQUIRED



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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