RMA: Difference between revisions
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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=" | | rowspan="5" 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=" | | rowspan="6" 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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* 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. | ||
|- | |||
|LAN/WAN ports not working: | |||
* LED indicator does not light up when ethernet cable is inserted; | |||
* LED indicator light up when no ethernet cable is inserted; | |||
* Make sure that ethernet cables are not damaged or faulty. | |||
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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;" | | ||
SIM card failure. Device does not see SIM card: | |||
*Check SIM card itself, if there is no physical | *Check SIM card itself, if there is no physical damage; | ||
* 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 PIN code is not set; | *Check if PIN code is not set; | ||
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| 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;" | | ||
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|Contact your sales manager | |Contact your sales manager | ||
|- | |- | ||
|Device was damaged because it was operating or being stored outside of the determined temperature range. | |||
| rowspan="3" |<font color="bb0000"><b>NO</b></font> | |||
| rowspan="3" | | |||
|- | |||
|Device was damaged because it was operating or being stored not in accordance with its IP (Ingress Protection) code (for example, the device was exposed to too much water or dust because of being placed in improper conditions). | |||
|- | |||
|Device was damaged intentionally, accidentally or because of improper use. | |||
|} | |} | ||
<br /> | <br /> | ||
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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;" | | ||
Device is in boot mode ( | Device is in boot mode (all 4 Ethernet LEDs are flashing). | ||
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" | | | rowspan="6" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |<font color="bb0000"><b>NO</b></font> | ||
<font color=" | | rowspan="6" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |Contact support | ||
| rowspan=" | |||
|- | |- | ||
| 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 safe mode. | |||
|- | |- | ||
| 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's WebUI is not reachable for an unknown reason. | |||
| | |- | ||
|The device is unresponsive because the user modified its firmware or installed a firmware not approved by Teltonika. | |||
|- | |||
|There is another issue on the device related to its firmware. | |||
|- | |||
|There is another issue on the device related to incorrect configuration. | |||
|- | |- | ||
|} | |} | ||
The 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. | The 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. | ||
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<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted. | <span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted. | ||
[[Category:General Information]] | [[Category:General Information]] | ||