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PRODUCT RETURNS
If you have exhausted all troubleshooting possibilities with an ENCOM wireless product, please contact the ENCOM-authorized dealer or distributor who sold you the product to arrange for a return of the item in question. ENCOM will only accept product returns if the item was purchased directly from ENCOM. And in that scenario, all returns to ENCOM must be accompanied by a Return Material Authorization (RMA) number.
Click here for troubleshooting steps for Broadband Radios
- Does the unit power on?
- If the unit does not power on, check cables, connections and PoE. If unit still does not power on, proceed with RMA.
- If the unit powers on, are you able to connect to the radio using the ControlPAK software?
- Make sure you are using the latest version of the ControlPAK software.
- Try connecting to the unit with another PC.
- If unable to connect to the radio using ControlPAK, check cables, connections and PoE.
- Test existing cables and PoE with known good radio.
- Replace suspected bad cables with known good cables.
- If able to connect to the radio using ControlPAK, try resetting the radio to default through the ControlPAK software (click on the Reset to Default button in ControlPAK and then click on the Program Radio button).
- If encountering an error when programming the radio, try doing a system reset of the radio through WinBox (instructions for this are found in the FAQ section). Proceed with RMA if unable to perform a system reset.
- If able to connect to the radio through the ControlPAK software, but you are experiencing partial or full communication failure, proceed with RMA.
- If experiencing weak signal strength or poor connection quality:
- Maximum your antenna height by placing it at a higher location
- Use a higher gain antenna
- Adjust the polarization of your antennas from vertical to horizontal
- Ensure all antenna connectors and cables are firmly secure
Click here for troubleshooting steps for Serial Radios
- Does the unit power on?
- If the unit does not power on, replace the power supply with a known good power supply. If unit still does not power on, proceed with RMA.
- Make sure you are using the latest version of the ControlPAK software.
- Try connecting to the unit with another PC.
- If unable to connect to the radio using ControlPAK, check cables and connections. There are known issues with using a USB to Serial cable. See this page for more information concerning USB to Serial cables.
- Test existing cables with known good radio.
- Replace suspected bad cables with known good cables.
- If able to connect to the radio through the ControlPAK software, but you are experiencing partial or full communication failure, check to see if you are able to upgrade the Firmware on the Radio (through the About Tab). If, after applying the Firmware Upgrade, you are still experiencing partial or full communication failure, proceed with RMA.
- If experiencing weak signal strength or poor connection quality:
- Maximum your antenna height by placing it at a higher location
- Use a higher gain antenna
- Adjust the polarization of your antennas from vertical to horizontal
- Ensure all antenna connectors and cables are firmly secure
- Run the Antenna Diagnostic test in the ControlPAK software. A VSWR inbetween 1 and 2 is good. If a higher reading is observed, check the attached antenna system for problems, such as a loose connector, moisture inside the RF cable or obstructions in front of or close to the sides of the antenna, etc.
Click here for troubleshooting steps for Contact Closure Radios
RMA PROCEDURE
- Submit your RMA request online by filling out the form below
- An RMA number will be assigned to your RMA Request and sent back to you via email within the day that you submit the request.
- Print off the assigned RMA Form and include a copy of it with your shipment.
RMA SHIPPING
- Ship only the products listed on the assigned RMA Form.
- Products must be packed appropriately to avoid damages. ENCOM Wireless will not be responsible for any damages or lost items.
- Products should be shipped PREPAID AND BY AIR. All costs must be covered by the shipper; duties, taxes, and shipping charges.
- All packages and customs paperwork must be marked with the following:
CANADIAN GOODS RETURNING FOR REPAIR
- The Assigned RMA Number must be written on the outside of the shipment box.
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