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RMA guidelines for FM devices (view source)
Revision as of 07:14, 8 August 2019
, 07:14, 8 August 2019Reverted edits by Gediminas (talk) to last revision by Aurimas.adomaitis
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:
<table border=1; style="border-collapse: collapse;">
<tr>
<th width=950 style="text-align: center;">Hardware issue</th>
<th width=200>Does FM need to be sent to warranty?</th>
<th width=100>Remote connection status</th>
</tr>
<tr>
<td>
<font color="009900"><b>YES, if unable to recover device manually</b></font>
Device does not start. LED does not blink at all when device is powered up (10-30 V DC);<br/>
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.
</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>
<font color=" #009900"><b>YES, if unable to reflash to base firmware</b></font>
</tr style="text-align: justify>
<tr>
<td>
Visible physical damage (FMXXXX damaged, GPS antenna damaged...):<br/>
a. Visible physical damage on device case; <br/>
<font color=" #009900"><b>YES, if the solution does not help</b></font>
b. Visible physical damage on device PCB; <br/>
c. Visible deformation of internal battery;
</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>
</tr>
<tr>
<td>
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>Eligible for warranty?</th>
<th width=150>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:#bb0000;"><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: red;"><b>Important:</b></span> in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.
