Contents:
Warranty period and conditions
Excluding other sources of error
Registering a defective router (RMA)
Repair process
Warranty period and conditions
A two-year warranty is granted for Teltonika routers shipped by mdex, starting from the date of dispatch. For routers purchased more than two years ago, Teltonika no longer offers a repair service.
The warranty does not cover defects or malfunctions caused by accidents, misuse, force majeure, poor maintenance, incorrect installation, ignoring operating instructions (including warnings), or using the product with unsuitable devices. Examples of situations where the warranty is void and repair is not possible are listed below:
- The router experienced overvoltage, such as from an electric shock or lightning strike.
- The router was exposed to liquids, which may be indicated by white marks or wavy labels on the casing.
- The router has physical damage, like a cracked casing or broken antenna socket.
- A PoE-powered network cable was connected to the LAN port, causing it to fail.
You can find more information on this on the Teltonika homepage under Teltonika - Warranty & Repair.
If such improper influences can be excluded, a repair is possible. Due to transport routes and processing times at Teltonika, this repair process usually can take around four weeks.
Excluding other sources of error
Before registering a router for repair, rule out other error sources first. Malfunctions often aren't hardware faults. Please check the following possible causes:
- Is the power supply switched on and is the Power LED on the router lit?
- Have the mobile antennas been connected correctly according to Connecting mobile antennas?
- Is the SIM card generally ready for operation and correctly inserted in the router?
- Is the APN of the SIM card used correctly configured according to this this guide?
In addition, incorrect configuration settings in the router can also lead to malfunctions. For routers pre-configured by mdex, the created router configuration is stored in the device as "Users Default Configuration" and can be restored by the user according to Reset router to original pre-configuration. This resets the router to its original delivery state.
Registering a defective router (RMA)
If all other sources of error have been excluded and the warranty conditions are met, please create a ticket with Wireless Logic (if you have not already done so) and include the following information.
- Model and serial number of the router
- How does the fault manifest itself? Please provide a precise description of the issue.
- Please attach a photograph of the router to the ticket.
- If access to the router's web UI is still possible, please attach the troubleshooting file to the ticket (compressed as a ZIP file) in accordance with How to download the log file from a router?.
Repair process
The support team will check your information and the fault description. If there are still possible remedies based on the fault description, you will be informed accordingly. However, if the router actually has a technical defect and needs to be repaired, you will receive further instructions on how to proceed.