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RMA (view source)

Revision as of 15:34, 10 January 2023

1,422 bytes removed ,  15:34, 10 January 2023
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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:
 
{|
 
{|
−
|+
   
! 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
 
|-
 
|-
 
|}
 
|}
Retrieved from "https://wiki.teltonika-networks.com/view/Special:MobileDiff/101374"

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