Introduction:

The RMA department receives devices that have been authorized by Idrive Support to be returned for repair. The following is the standard procedure for receiving, repairing, and documenting these devices.

The X1 (V5) vs. the X1P (V7):

The easiest way to tell the difference is by the location of the GPS puck. V5 cameras have external GPS units with long black cables. The GPS is internal on the V7 cameras.
If examining just a motherboard, the V7 has an HDMI connector, while the V5 has a 50 pin connector. The SD socket is also placed much higher on a V7.
V5 boards often have a remote panic component that is no longer supported. It should always be removed (see Replacing Parts section for more info) as it sometimes causes issues.
- The picture below shows a V5 board that has the component removed manually. Newer versions of V5 motherboards have the component removed by the factory, along with a few other components. Notably, the blue component up and to the right will be missing.
Both devices have their unique issues and characteristics, but both should operate the same in the end.

V5 --- V7 ---

The Test Fixture:

Connects to devices via power cable and HDMI
Has switches for all the main triggers that a camera needs (besides shock)
1. Power
  - Note that the fixture and camera control have separate power switches
2. Ignition
3. Door
4. Alarm
5. W. Panic
Controls reprogram and firmware update during the RMA procedure

Idrive Tools:

Idrive tools is the software that the test fixture uses to reprogram and update firmware
The RMA section is what you will primarily be using
- Password: idrive2#rma
- Enter an existing serial number (the camera you are processing)
- The Parts of the RMA section are outlined in the “For Each Camera” section
Development section is the same as the RMA section, for the most part. It can be useful at times for testing, as it doesn’t need an existing serial number to run installations. Don’t worry about this now.
- Password: idrive2#dev

Processing:

Visual Inspection:

Check the case and GPS wire for signs of damage and/or tampering.

Warranty is VOIDED for X1P’s with cases that have been opened
- Look for missing screws, cracked plastics, etc.
Cut GPS wires and general damage make a camera “Warranty Damaged”
- Treat the camera as if out of warranty for this particular RMA, but once returned the warranty is back to normal
X1 units with open cases are automatically “Not Repairable”… more on that later

Initial Testing:

Test the camera to verify reported issues. Correct LED behavior is outlined here.

Make sure you have Event Test and Transfer open in Idrive Tools RMA section
Plug in the power cord
Turn the test fixture ON
Turn the switches for power and ignition ON
After booting, let camera sit in standby mode for 15-30 seconds
Shake the camera to trigger a shock event
Turn the switch for ignition OFF to enter transfer mode
The camera should connect to Idrive Tools
- Transfer entry should turn green if completed successfully
If a connection is made, play the event that was transferred.

If the camera does indeed have an issue, something should have gone wrong i.e.

More events than one shock were transmitted
The camera did not transfer at all
LED behavior was incorrect
Lenses were out of focus

With experience, diagnoses can sometimes be made after testing.

Reprogramming:

ALL RMA cameras should be reprogrammed, regardless of their issue or lack thereof.

Take out the motherboard (MB) and ready it for reprogram:

Unscrew the hex bolt on the back of the case
Open the case and use the tweezers to undo plastic latches that hold motherboard in place
Unplug GPS (V5 only) and wifi components
Remove the SD card and place it in the SD-reader to be formatted (Full-Overwrite mode)
Insert a reformatted SD card that has the filesystem.yaffs and uImage files on it
Connect the MB to the power cord, known-working wifi, and HDMI
Turn the test fixture power ON (all other switches should be off)

Run Idrive Tools.

Click on RMA or Back to RMA if already open
- Password: idrive2#rma
Enter in the device serial number (S/N)
- Will start with 00127B------,01704-------, or 01705-------
Click on Auto-Install
Click Start Installation
- The steps the installer follows:
  1. Bootloader
    - Connects via HDMI
  2. Kernel
    - Installs from the SD card
  3. Filesystem
    - Installs from the SD card
  4. Device Configuration
    - Connects via wifi
  5. Lens Focus
    - Connects via HDMI

Reconnect the MB to its original GPS and wifi, and unplug the HDMI.

Diagnosing:

Test the camera again in “Event Test and Transfer". From here, we can diagnose. Below are charts that contain many of the common issues that you will face with both versions of cameras.

Known Issues (V5 & V7)
Description	LED Behavior	Fix
Will not connect in transfer mode (ignition off)	Flashing YELLOW-GREEN	Replace Wifi
Camera freezes in standby mode (no triggers, no transfer)	GREEN-GREEN	Replace Wifi
Records events without trigger	Flashing RED-GREEN	Replace MB (only if it persists after reprogram)
No power	OFF-OFF	Replace MB
SD fails reformat or freezes the reformatter	n/a	Replace SD

Known Issues (V5)
Description	LED Behavior	Fix
Will not boot (reprogram will often change, not fix, this symptom)	RED-GREEN	Usually Wifi, but could also be SD or MB
Fails trigger tests during Device Configuration	n/a	Remove remote panic component
Goes into transfer mode with ignition ON	Flashing YELLOW - GREEN	Replace MB/remove remote panic component
Records panic/remote panic without trigger	Intermittent RED-GREEN	Replace MB/remove remote panic component
Repeatedly records shock events (only applicable to newer V5 boards)	Flashing RED-GREEN	Reprogram

Known Issues (V7)
Description	LED Behavior	Fix
Will not boot	RED-GREEN	Reprogram
GPS continues to fail after unit is changed	normal	Replace MB (bad socket)
Video blacks out	normal	Replace MB

If the issue you are experiencing is not on this list, troubleshoot the issue by using known-working parts to isolate each component.

Replacing Parts:

See the Policies section for info on pricing.

Wifi:

Remove the old wifi and tape from the bracket, discard the unit in the “Bad Wifi Modules” box
The cable and antenna can be reused, the bracket should only be reused if it is unbent and intact
Connect the cable to the side of the new module
Connect the antenna to the input labeled “MAIN” on the back of the module
Orient the circuit board so that the cable socket is facing left and on the back (see picture)
Take the new wifi module and tape it into a bracket from the front of the circuit board, using two pieces of tape as follows (see picture)
1. One piece wrapping around the left side bottom, centered on the square black components
2. One piece wrapping around the right side, centered on the antenna socket

GPS:

Save the bad GPS pucks in the labeled bag on the shelf of the RMA desk.

For V7 cameras, just replace the unit.

Note that a common issue in V7 boards is defective GPS sockets, do not rule out that possibility

For V5 cameras, clip off the tie wrap on the inside of the case if it is there, and remove the cable from the plastics.

Insert the new cable into the small hole on the top back of the plastics where the old one was
Tie wrap the inside portion of the cable, leaving about an inch and a half before the connector, and cut off the tail of the tie wrap
- Usually there is a mark from previous tie wraps to go off of

Motherboards:

For V5 cameras, this is easy.

Write a note on the old MB with the observed issue before putting to the side
Take a replacement motherboard and reprogram it under the desired serial number

For V7, there is a bit of documentation we have to do first.

Write a note on the old MB with the observed issue before putting to the side. Include the S/N of the replacement MB
Record the new S/N in all documentation, as it will change to the new number from this point forward
In Admin Center, unassign the new S/N from Idrive Monitoring Systems - RMA Materials
Find the old S/N and go to the RMA button
Leave a note including the new S/N under the tag “Defect”
Hit the “Replace Device” button and find the new S/N. Accept.
Assign the old S/N to Idrive Monitoring Systems – Dead or Retired Devices
Uncheck the dead S/N's final box
Find the new S/N again and leave an RMA note under the tag “In Factory – Repaired” and include the replaced MB serial
Run the new MB through Auto Install using the new S/N

Documentation:

There are three places that you need to log the information from an RMA.

Shipping form:

On the network at \\IDR1\Users\Idrive_support\Support you will find a file called “New RMA Shipping Form”. Use this as your template.

Fill in the necessary information specific for the customer
Enter the S/N's of the cameras in the RMA in the designated fields
Select repairs from the drop down lists in each section of the table
See the Policies section for information on pricing

RMA Log:

On the network at \\IDR1\Users\Idrive_support\Support you will find a file called “RMA Log”.

Fill in the spreadsheet for the specific RMA in three parts:

When the RMA is issued via email, add the device S/N’s, RMA #, date, customer name, reported issues, and any special conditions to the RMA Log spreadsheet
When the RMA is received, enter the date in the Received Date field
After the RMA is performed, fill in the remaining information

Admin Center

Look up each device in the RMA in the Admin Center. For each:

Click the RMA button
Change the RMA status to “In Factory – Repaired”
- Add a comment that outlines repairs made
Save

If the device is Not Repairable:

Change RMA status to “In Factory – Not Repaired”
Add a comment “Not Repairable from <customer>”
Save

RMA Processing Policy and Procedures

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