Question: I think my hardware is malfunctioning. What should I do?
Answer: About 50% of all “malfunctioning” devices returned to Tibbo actually have *no* hardware problems. Here is what to do when you suspect that your DS100/EM100 is defective.
There are several possible levels of hardware malfunction. Select the one matching your case from the list below and perform recommended checks:
(1) The DS100/EM100 appears to be completely “dead”. Dead here means that Status and Ethernet LEDs of the DS100/EM100 are always off, even if the device is powered. (Note: EM100 doesn't have the LEDs, only the control pins to connect those LEDs so this refers to the LEDs that may be provided on the board on which the EM100 is installed). Things to check:
Make sure that the device is properly powered. We have had numerous cases when the Customer was using the DS100 with an incorrect power supply (6V instead of 12V, alternative current instead of direct current, etc.). In case of the EM100 make sure that it receives a proper +5V (+/-5%) DC power. If possible, make sure that a proper power-on-reset is also supplied (reset is an active high pulse of at least 100ms duration).
If you are sure that the DS100/EM100 is properly powered but the device still appears to be dead, proceed to STEP2.
(2) The DS100/EM100 is not completely dead but the Red Status LED is showing one of the two error patterns: error1, error2 or the device is not accessible through the Ethernet and/or serial port, or there is some other problem. In many cases the problem is actually caused by one of the following:
Try doing the following:
After the firmware upgrade and reinitialization the DS100/EM100 is supposed to show the powerup pattern. If this doesn't happen and some other “strange” pattern is played or if error1 or error2 pattern is still displayed, or if the DS100/EM100 still cannot be accessed through the Ethernet and/or serial port then this means that the DS100/EM100 really may have some sort of a hardware malfunction. In this case proceed to STEP2.
For technical assistance contact us using the Support Request Form. Explain exactly the trouble you're having, and include any diagnostic steps you have already done. Be as comprehensive as possible.
You must obtain return authorization from Tibbo prior to returning the goods. Tibbo reserves the right to reject the goods returned without prior authorization. Authorization may be requested via the form. The form must contain the serial number(s) of device(s) you wish to return along with the brief description of the malfunction(s). Only after we have clearly authorized the return that you can send the goods back to us. All returned parts must have intact production labels. Tibbo will not replace the parts with removed, altered, or non-original labels. Tibbo will replace any returned part free of charge provided that this part is returned during the warranty period and that the malfunction was not caused by the incorrect usage (or installation) of the part.
