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| 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: |
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| ! style="width:58%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" |Hardware issue | | ! style="width:58%; 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 device 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;" |Does device need to be sent under RMA? |
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| Device does not start. LED does not blink at all when device is powered up (power range depends on the device); | | Device does not start. LED does not blink at all when device is powered up (power range depends on the device); |
| *If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty. | | *If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty. |
− | | rowspan="3" 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;" | |
| <font color=" #009900"><b>YES, if this issue is true</b></font> | | <font color=" #009900"><b>YES, if this issue is true</b></font> |
− | | rowspan="7" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |Steps to fill out RMA form: | + | | rowspan="5" 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>1</sup>. | | 1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ <sup>1</sup>. |
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| <small><sup>1</sup></small> <small>If you do not have a Helpdesk account, please contact your sales manager.</small> | | <small><sup>1</sup></small> <small>If you do not have a Helpdesk account, please contact your sales manager.</small> |
| + | |- |
| + | |Device does not start. Only the power LED lights up when the device is powered up. |
| + | |
| + | * If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty. |
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| | 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;" | |
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| | 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;" | |
− | Digital input is not working:
| + | Modem module is not recognized: |
− | *Connect DIN to power supply „+“, and check if DIN status changes. If not – send to warranty. | + | * Receiving message in WebUI "modem not found"; |
− | |-
| + | *No visible "Mobile" section in WebUI. |
− | | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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− | 1-wire short circuit:
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− | *Check 1-wire device type (maybe not supported device (ibutton, temp. sensor);
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− | *Check connection scheme;
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− | * Check terminal log (overcurrent message);
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− | * Measure voltage on 1-wire PWR and GND (should be 3.6V).
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− | | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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− | <font color=" #009900"><b>YES, if all the points are false, but the device still does not send data</b></font>
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− | |-
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− | | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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− | No GPS (GPS overcurrent, physical GPS antenna damage):
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− | * Check terminal log, look for overcurrent messages;
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− | *If overcurrent message is still present after GPS antenna change – send the device to warranty; | |
− | * If overcurrent message is not present after GPS antenna change – change GPS antenna.
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− | | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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− | <font color=" #009900"><b>YES, if overcurrent message is still present after GPS antenna change</b></font>
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− | |-
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− | | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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− | * No overcurrent messages in log, but still no GPS FIX.
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− | *Make sure GPS antenna is seeing clear sky;
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− | *Check NMEA log .log_nmea:x [0- disable; 1- enable] (May be no signal).
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− | If another device gets GPS FIX with the same antenna – send device to warranty.
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− | | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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− | <font color=" #009900"><b>YES, if another device gets GPS FIX with the same antenna</b></font>
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| |- | | |- |
| | 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. Device does not see SIM card (bended sim holder, 3G sim card): | + | Sim card failure. Device does not see SIM card: |
| *Check SIM card itself, if there is no physical bending; | | *Check SIM card itself, if there is no physical bending; |
| * Check if SIM card is seen by cell phone or other cellular device; | | * Check if SIM card is seen by cell phone or other cellular device; |
− | * Check if sim card is 2G (GSM) capable;
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| *Check if PIN code is not set; | | *Check if PIN code is not set; |
| *Check if device is working with another SIM card, another operator SIM card; | | *Check if device is working with another SIM card, another operator SIM card; |
− | *Check if GSM antenna is connected. | + | *Check if mobile 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> |
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| | 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 on the external GPS antenna; | | *Visible physical damage on the external GPS antenna; |
− | *Visible physical damage on the external cellular antenna. | + | *Visible physical damage on the external mobile antenna; |
| + | *Visible physical damage on the external WiFi antenna; |
| + | *Visible physical damage on the external Bluetooth antenna; |
| + | *Visible physical damage on the other external accessories. |
| | 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> |
− | | | + | |Contact your sales manager |
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| |} | | |} |