RMA guidelines for networking devices: Difference between revisions
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#REDIRECT [[RMA]] | |||
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;"> | <table border=1; style="border-collapse: collapse;"> | ||
<tr> | <tr> | ||
<th width= | <th width=750 style="text-align: left;">Hardware issue</th> | ||
<th width=200>Eligible for warranty?</th> | <th width=200>Eligible for warranty?</th> | ||
<th width=200>Next step</th> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>Device does not start. LEDs do not blink when the device is powered up from a 9-30 VDC PSU.</td> | <td>Device does not start. LEDs do not blink when the device is powered up from a 9-30 VDC PSU.</td> | ||
<td style="text-align: center; background: #2EF038;">Yes</td> | <td style="text-align: center; background: #2EF038;">Yes</td> | ||
<td style="text-align: center;">Fill out [https://teltonika-networks.com/rma/ RMA request form]</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>Device does not start. Only the power LED lights up when the device is powered up from a 9-30 VDC PSU.</td> | <td>Device does not start. Only the power LED lights up when the device is powered up from a 9-30 VDC PSU.</td> | ||
<td style="text-align: center; background: #2EF038;">Yes</td> | <td style="text-align: center; background: #2EF038;">Yes</td> | ||
<td style="text-align: center;">Fill out [https://teltonika-networks.com/rma/ RMA request form]</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>Ethernet port(s) not functional. Ethernet LED is lit up even if there is nothing connected to the corresponding port.</td> | <td>Ethernet port(s) not functional. Ethernet LED is lit up even if there is nothing connected to the corresponding port.</td> | ||
<td style="text-align: center; background: #2EF038;">Yes</td> | <td style="text-align: center; background: #2EF038;">Yes</td> | ||
<td style="text-align: center;">Fill out [https://teltonika-networks.com/rma/ RMA request form]</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
| Line 26: | Line 31: | ||
</td> | </td> | ||
<td style="text-align: center; background: #2EF038;">Yes</td> | <td style="text-align: center; background: #2EF038;">Yes</td> | ||
<td style="text-align: center;">Fill out [https://teltonika-networks.com/rma/ RMA request form]</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>Device was damaged because it was operating or being stored outside of the determined temperature range.</td> | <td>Device was damaged because it was operating or being stored outside of the determined temperature range.</td> | ||
<td style="text-align: center; background: red;">No</td> | <td style="text-align: center; background: red;">No</td> | ||
<td style="text-align: center;">Contact support</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>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).</td> | <td>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).</td> | ||
<td style="text-align: center; background: red;">No</td> | <td style="text-align: center; background: red;">No</td> | ||
<td style="text-align: center;">Contact support</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>Device was damaged intentionally, accidentally or because of improper use.</td> | <td>Device was damaged intentionally, accidentally or because of improper use.</td> | ||
<td style="text-align: center; background: red;">No</td> | <td style="text-align: center; background: red;">No</td> | ||
<td style="text-align: center;">Contact support</td> | |||
</tr> | </tr> | ||
</table> | </table> | ||
<br> | |||
---- | ---- | ||
<br> | |||
Firmware issues are not covered by the warranty service. For example: | Firmware issues are not covered by the warranty service. For example: | ||
<table border=1; style="border-collapse: collapse;"> | <table border=1; style="border-collapse: collapse;"> | ||
<tr> | <tr> | ||
<th width= | <th width=750 style="text-align: left;">Firmware issue</th> | ||
<th width=200>Eligible for warranty?</th> | <th width=200>Eligible for warranty?</th> | ||
<th width=200>Next step</th> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>Device is in boot mode (all 4 Ethernet LEDs are flashing).</td> | <td>Device is in boot mode (all 4 Ethernet LEDs are flashing).</td> | ||
<td style="text-align: center; background: red;">No</td> | <td style="text-align: center; background: red;">No</td> | ||
<td style="text-align: center;">Contact support</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>Device is in safe mode.</td> | <td>Device is in safe mode.</td> | ||
<td style="text-align: center; background: red;">No</td> | <td style="text-align: center; background: red;">No</td> | ||
<td style="text-align: center;">Contact support</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>Device's WebUI is not reachable for an unknown reason.</td> | <td>Device's WebUI is not reachable for an unknown reason.</td> | ||
<td style="text-align: center; background: red;">No</td> | <td style="text-align: center; background: red;">No</td> | ||
<td style="text-align: center;">Contact support</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>The device is unresponsive because the user modified its firmware or installed a firmware not approved by Teltonika.</td> | <td>The device is unresponsive because the user modified its firmware or installed a firmware not approved by Teltonika.</td> | ||
<td style="text-align: center; background: red;">No</td> | <td style="text-align: center; background: red;">No</td> | ||
<td style="text-align: center;">Contact support</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>There is another issue on the device related to its firmware.</td> | <td>There is another issue on the device related to its firmware.</td> | ||
<td style="text-align: center; background: red;">No</td> | <td style="text-align: center; background: red;">No</td> | ||
<td style="text-align: center;">Contact support</td> | |||
</tr> | </tr> | ||
<tr> | <tr> | ||
<td>There is another issue on the device related to incorrect configuration.</td> | <td>There is another issue on the device related to incorrect configuration.</td> | ||
<td style="text-align: center; background: red;">No</td> | <td style="text-align: center; background: red;">No</td> | ||
<td style="text-align: center;">Contact support</td> | |||
</tr> | </tr> | ||
</table> | </table> | ||
Latest revision as of 13:40, 8 June 2020
Redirect to:
The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:
| Hardware issue | Eligible for warranty? | Next step |
|---|---|---|
| Device does not start. LEDs do not blink when the device is powered up from a 9-30 VDC PSU. | Yes | Fill out RMA request form |
| Device does not start. Only the power LED lights up when the device is powered up from a 9-30 VDC PSU. | Yes | Fill out RMA request form |
| Ethernet port(s) not functional. Ethernet LED is lit up even if there is nothing connected to the corresponding port. | Yes | Fill out RMA request form |
Visible physical damage:
|
Yes | Fill out RMA request form |
| Device was damaged because it was operating or being stored outside of the determined temperature range. | No | Contact support |
| 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). | No | Contact support |
| Device was damaged intentionally, accidentally or because of improper use. | No | Contact support |
Firmware issues are not covered by the warranty service. For example:
| Firmware issue | Eligible for warranty? | Next step |
|---|---|---|
| Device is in boot mode (all 4 Ethernet LEDs are flashing). | No | Contact support |
| Device is in safe mode. | No | Contact support |
| Device's WebUI is not reachable for an unknown reason. | No | Contact support |
| The device is unresponsive because the user modified its firmware or installed a firmware not approved by Teltonika. | No | Contact support |
| There is another issue on the device related to its firmware. | No | Contact support |
| There is another issue on the device related to incorrect configuration. | No | Contact support |
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.
Important: in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.