RMA guidelines

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Main Page > FAQ > General Questions > RMA guidelines

TELTONIKA TELEMEDIC 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
  • Replaced with an equivalent repaired product fulfilling the same functionality
  • Replaced by an equivalent product if the production is discontinued.

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

Hardware Issues[edit | edit source]

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 to warranty? 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

Fill out VIPHelpDesk query for RMA confirmation or contact your sales manager

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

  • Visible physical damage on device case;
  • Visible physical damage on device PCB;
  • Visible deformation of internal battery;

YES, if this issue is true

Fill out VIPHelpDesk query for RMA confirmation or contact your sales manager

  • Visible physical damage on GPS antenna;
  • Visible physical damage on cellular antenna;

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

Contact sales manager

Digital input is not working:

  • Connect DIN to power supply „+“, and check if DIN status changes. If not – send to warranty

YES, if this issue is true

Fill out VIPHelpDesk query for RMA confirmation or contact your sales manager

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);

YES, if all the points are false, but still does not send data

Fill out VIPHelpDesk query for RMA confirmation or contact your sales manager

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 to warranty;
  • If overcurrent message is not present after GPS antenna change – change GPS antenna;

YES, if overcurrent message is still present after GPS antenna change

Fill out VIPHelpDesk query for RMA confirmation or contact your sales manager

  • 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.

YES, if another device gets GPS FIX with the same antenna

Fill out VIPHelpDesk query for RMA confirmation or contact your sales manager

Sim card failure. does not see SIM card (bended sim holder, 3G sim card):

  • Check SIM card itself, if there is no physical bending;
  • Check if SIM card is seen by cell phone or other device;
  • Check if sim card is 2G (GSM) capable;
  • Check if PIN code is not set;
  • Check if device is working with another SIM card, another operator SIM card;
  • Check if GSM antenna is connected;

YES, if none of the mentioned points helps

Fill out VIPHelpDesk query for RMA confirmation or contact your sales manager


Firmware Issues[edit | edit source]

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

Firmware issue Eligible for warranty? Remote connection status

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

YES, if unable to recover device manually

Fill out VIPHelpDesk query for RMA confirmation or contact your sales manager

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

YES, if unable to reflash to base firmware

Fill out VIPHelpDesk query for RMA confirmation or contact your sales manager


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.