RMA: Difference between revisions

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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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{|
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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.
|-
|-
| 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;" |
1-wire short circuit:
*Check 1-wire device type (maybe not supported device (ibutton, temp. sensor);
*Check connection scheme;
* Check terminal log (overcurrent message);
* 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 the device still does not send data</b></font>
|-
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
No GPS (GPS overcurrent, physical GPS antenna damage):
* Check terminal log, look for overcurrent messages;
*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.
| 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>
|-
| 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.
*Make sure GPS antenna is seeing clear sky;
*Check NMEA log .log_nmea:x [0- disable; 1- enable] (May be no signal).
If another 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;" |
<font color=" #009900"><b>YES, if another 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. 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;
*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
|-
|-
|}
|}

Revision as of 14:34, 10 January 2023

Main Page > General Information > RMA

Introduction

TELTONIKA NETWORKS 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;

During the return merchandise authorization (RMA) part of the warranty process, a Teltonika-Networks engineer examines the information provided by a client in an RMA request form in order to determine whether the equipment is eligible for warranty repair. 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-Networks engineer before returning a product.

However, take note that not all issues are covered by the warranty policy. Refer to the table below for information on which hardware related issues are covered by the warranty service and which issues are not.

Hardware Issues

The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:

Hardware issue Does device need to be sent under RMA? Next step

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.

YES, if this issue is true

Steps to fill out RMA form:

1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ 1.

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.

1 If you do not have a Helpdesk account, please contact your sales manager.

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.

Visible physical damage (device damaged, antenna connectors damaged...):

  • Visible physical damage on device case;
  • Visible physical damage on device PCB;
  • Visible physical damage on mobile, WiFi, GPS or Bluetooth antenna connectors.

Modem module is not recognized:

  • Receiving message in WebUI "modem not found";
  • No visible "Mobile" section in WebUI.

Sim card failure. Device does not see SIM card:

  • 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 PIN code is not set;
  • Check if device is working with another SIM card, another operator SIM card;
  • Check if mobile antenna is connected.

YES, if none of the mentioned points helps

  • Visible physical damage on the external GPS 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.

NO, if at least one issue is true, offer to change an antenna

Contact your sales manager


Firmware Issues

The table below contains information on which firmware related issues are covered by the warranty service and which issues are not:

Firmware issue Does device need to be sent under RMA? Next step

Device is in boot mode (status LED is blinking fast) – send instruction for device recovery.

YES, if unable to revocer device manually

Steps to fill out RMA form:

1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ 1.

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.

1 If you do not have a Helpdesk account, please contact your sales manager.

Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW.

YES, if unable to reflash to base firmware

Modem failure (Modem initializing, Modem Seems to be Dead).

YES


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.

IMPORTANT: 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.

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