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Line 1: − + + + + + + + + + + + − + − + − + − + − + − + − + − <b>Fill out [https://teltonika.lt/rma/ RMA request form]</b>+ + + + + + + + + + + + + + + + + + + + + + + − + − + − * Visible physical damage on device case; <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> − <b>Fill out [https://teltonika.lt/rma/ RMA request form]</b> − |- − | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" | − * Visible physical damage on the external GPS antenna;<br/> − * Visible physical damage on the external cellular antenna; <br/> − | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | − + − 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;" | + − <b>Fill out [https://teltonika.lt/rma/ RMA request form]</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: center;" | − <b>Contact support</b> − + − + − + − + − + − | 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: center;" | − <b>Contact support</b> − + Line 96:
Line 104: − + − + − + − + − + − + − + − + − | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | − <b>Contact support</b> − + − + − +
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==Hardware Issues==
==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:
The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:
{| class="wikitable"
{| 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:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" |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: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;" | Next step
! style="width:35%; 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 (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.
* 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;" |
| 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>
| 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;" |Steps to fill out RMA form:
1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ <sup>3</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.
<sup>2</sup> If devices were purchased from a distributon or reseller please refer to the specific company from which the devices were bought.
<sup>3</sup> If you do not have a VIP Helpdesk account, please contact your sales manager.
|-
| 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: 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: 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 on the external GPS antenna;<br />
* Visible physical damage on the external cellular antenna; <br />
* Visible physical damage on device PCB; <br/>
| 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="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>
<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;" |
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
<b>Contact sales manager</b>
<b>Contact sales manager</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;" |
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;" |
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>
<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;" |
| rowspan="4" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
<b>Contact support</b>
<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 GPS (GPS overcurrent, physical GPS antenna damage):<br />
* Check terminal log, look for overcurrent messages; <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 still present after GPS antenna change – send FM to warranty; <br />
* If overcurrent message is not present after GPS antenna change – change GPS antenna;
*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;" |
| 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 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: 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/>
*No overcurrent messages in log, but still no GPS FIX. <br />
* Make sure GPS antenna is seeing clear sky; <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/>
*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.
| 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 another FM device gets GPS FIX with the same antenna</b></font>
<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: 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/>
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 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 seen by cell phone or other FM device; <br />
* Check if sim card is 2G (GSM) capable; <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 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 PIN code is not set; <br />
* Check if device is working with another SIM card, another operator SIM card; <br/>
*Check if device is working with another SIM card, another operator SIM card; <br />
* Check if GSM antenna is connected;
* 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=" #009900"><b>YES, if none of the mentioned points helps</b></font>
|-
|-
|}
|}
<br/>
<br />
==Firmware Issues==
==Firmware Issues==
{| class="wikitable"
{| class="wikitable"
|+
|+
! style="width:60%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" | Firmware issue
! style="width:60%; 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;" |Eligible for warranty?
! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" | Remote connection status
! 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;" |
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
Device is in boot mode (status LED is blinking fast) – send instruction for device recovery.
Device is in boot mode (status LED is blinking fast) – send instruction for device recovery.
| 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>
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
| rowspan="2" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
<b>Contact support</b>
<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;" |
Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW.
Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW.
| 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 reflash to base firmware</b></font>
<font color=" #009900"><b>YES, if unable to reflash to base firmware</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;" |
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, if the solution does not help</b></font>
| 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>Fill out [https://teltonika.lt/rma/ RMA request form]</b>
<b>Fill out [https://teltonika.lt/rma/ RMA request form]</b>
|-
|-
