Template:Product Maintenance Policy

Ensuring the Longevity and Performance of Your Product

At TELTONIKA TELEMATICS UAB, we are committed to delivering high-quality Internet of Things products, including trackers, sensors & beacons, video telematics solutions and accessories related to the telematic equipment. To ensure optimal performance, security, and reliability, firmware updates are released. This policy outlines the importance of maintaining updated firmware and the responsibilities regarding installation, updates, and overall device care.

FIRMWARE UPDATES

Firmware updates are an essential part of maintaining telematics devices. They not only secure your devices but also ensure continuous improvements in functionality, stability, and performance.

Performance Improvements

Firmware updates optimize the internal software that powers your telematics hardware, ensuring reliable and efficient operation. They fix bugs and software glitches that may impact device stability or accuracy. Enhancements often result in better memory usage, faster data processing, and smoother communication between devices and servers. Regular updates reduce the risk of unexpected malfunctions or system downtimes, keeping your fleet monitoring consistent.

Feature Updates

With each firmware update, new tools and functionalities may be introduced to enhance your telematics system. Updates can provide more advanced configuration options, allowing for greater control over device behavior and data reporting. They may also improve compatibility with the latest vehicle models, accessories, and third-party platforms. Staying up to date ensures your telematics devices remain aligned with evolving industry standards and technologies.

FIRMWARE UPDATE GUIDELINES

To ensure a high-stability firmware transition and maintain optimal device performance, we recommend following these verified guidelines before initiating tasks via FOTA WEB
NOTE: These instructions are specifically recommended for devices running firmware versions prior to 04.xx.xx to ensure the most efficient data handling during the update process.

Device Preparation Commands

Before scheduling a firmware update, it is best practice to send the following commands via GPRS or SMS to prepare the device environment.

Step 1: Flash Memory Optimization

This step ensures the internal storage is optimized for receiving new firmware data.

Command (GPRS): sdformat
Command (SMS): <user> <pass> sdformat (Or two spaces before the command if no password is set)
Required Confirmation: Format result: SUCCESS
Note: If a device returns FAIL, it is recommended to keep the current firmware version and contact support for a hardware health check.

Step 2: Configuration Persistence (Recommended for CAN users)

Ensures all custom parameters and CAN settings are fully synchronized before the upgrade.

Command (GPRS): runcmd::cfg_save
Command (SMS): <user> <pass> runcmd::cfg_save (Or two spaces before the command if no password is set)
Required Confirmation: <SAVE_CFG_RESULT>:1

Optimal Update Environment

To ensure a stable and consistent file download phase, please adhere to the following environmental guidelines:

Stationary Updates: For the most stable connection, we recommend updating devices while the vehicle is stationary to maintain a consistent link to a single cellular tower.
Identify Optimal Windows: Analyze your tracking platform's historical AVL data to find periods of consistent inactivity (Ignition OFF, Speed = 0).
Signal Quality: Proceed with updates when Signal values are 3 or higher (or Connectivity quality RSSI above -80 dBm). For more information refer to Mobile Signal Strength Recommendations.
Power Source: Ensure devices are connected to a stable external power supply during the update process.

Fleet Deployment Strategy

For large-scale management, a phased approach ensures a smooth rollout across the entire fleet:

Pilot Phase (1-5%): Update a small sample to verify performance.
Expansion Phase (10-20%): Proceed with a larger segment after the pilot is confirmed.
Final Deployment: Complete the remaining fleet.

FOTA WEB Scheduling: Once you have identified your low-movement hours, use the "Schedule task" feature in FOTA WEB to automate the update during these peak stability windows (e.g., 23:30 to 03:30).

Post-Update Verification

After the update task is completed, perform a quick health check:

Confirm the device is reporting the new firmware version.
Verify standard data flow and GPS accuracy.
Ensure all custom configurations remain active.

PROPER DEVICE INSTALLATION AND CARE

Proper installation and maintenance of telematics devices are key to ensuring their longevity and preventing hardware failures. The following section outlines the requirements for setting up and maintaining your devices.

Devices should be securely mounted. Devices should not be left to move freely or placed in unstable locations where they can fall or be damaged.

Use appropriate cable management techniques to organize and secure cables connected to your devices. This not only ensures a tidy setup but also prevents accidental disconnections and reduces the risk of physical damage to the cables and connectors.

Ensure that devices are connected to a stable and reliable power supply. Surge protectors or uninterruptible power supplies can be used to protect against power fluctuations and outages.

CLIENT RESPONSIBILITIES

To ensure the ongoing security and performance of telematics devices, clients have an active role in keeping devices updated and properly maintained.

Regular Firmware Updates

Clients should check for firmware updates at least once a quarter, although it is recommended to review FW changelog more often: weekly or monthly, to ensure they are running the latest version. This helps avoid security risks and ensures optimal performance.

Methods to Check Updates

Visit our Firmware Wiki Downloads page for the latest updates - Wiki page. Subscribe to our newsletter to receive the latest firmware update notifications directly to your inbox.

COMPANY DISCLAIMER

TELTONIKA TELEMATICS UAB is not responsible for any performance issues or malfunctions that result from the failure to update firmware regularly. Clients are solely responsible for ensuring their devices are running the most up-to-date firmware versions to protect their networks and maintain optimal device performance.

Support for devices running outdated firmware may be limited or unavailable. In such cases, clients may need to update their firmware before receiving full support services.

TELTONIKA TELEMATICS UAB strives to deliver high-quality, reliable firmware updates for all products. Minor bugs or imperfections that do not substantially affect the overall performance, functionality, or security of the product do not warrant claims for refunds, compensation, or damages. In the event of any critical issues or those affecting product performance, we will take appropriate measures to provide fixes or updates through future firmware releases.

Clients are encouraged to regularly update their devices to ensure the best possible performance and to report any significant issues to our technical support team for prompt attention.

Firmware and its updates are the intellectual property of TELTONIKA TELEMATICS UAB and protected under copyright law. Copying and distribution of the firmware and its updates outside TELTONIKA TELEMATICS UAB products is an infringement of copyright and is subject to liability. Clients also shall not, and shall not permit any third party to, reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code, underlying algorithms, or structure of any firmware. This prohibition includes but is not limited to any efforts to modify, adapt, create derivative works from, or otherwise exploit the firmware in a manner not expressly authorized by TELTONIKA TELEMATICS UAB.