XO Returns Test: Difference between revisions
Jump to navigation
Jump to search
No edit summary |
(term for filled circle) |
||
(One intermediate revision by one other user not shown) | |||
Line 1: | Line 1: | ||
{{OLPC}} |
{{OLPC}} |
||
==XO Returns== |
|||
Patriot IVR Questions |
Patriot IVR Questions |
||
===Problem: Damaged in transit=== |
|||
* How to qualify |
* How to qualify |
||
** What condition is the box? |
** What condition is the box? |
||
Line 12: | Line 12: | ||
** Call UPS |
** Call UPS |
||
===Problem: Doesn't power on=== |
|||
* How to qualify |
* How to qualify |
||
** Is it plugged into the wall? |
** Is it plugged into the wall? |
||
Line 18: | Line 18: | ||
**# No power light, laptop is off |
**# No power light, laptop is off |
||
⚫ | |||
⚫ | |||
⚫ | |||
⚫ | |||
* How to qualify |
* How to qualify |
||
** Did you insert the battery? |
** Did you insert the battery? |
||
Line 32: | Line 31: | ||
**# Red, low battery, needs to be charged. |
**# Red, low battery, needs to be charged. |
||
===Problem: Charger (power adapter) doesn't work=== |
|||
* How to qualify |
* How to qualify |
||
** Remove the battery? On the bottom of the laptop, both releases should be in the unlock position. Use the thumb slot to remove the battery. |
** Remove the battery? On the bottom of the laptop, both releases should be in the unlock position. Use the thumb slot to remove the battery. |
||
Line 42: | Line 41: | ||
===Problem: I can't get on line=== |
|||
* How to qualify |
* How to qualify |
||
** Do you know if you have wireless internet access (wifi) nearby? |
** Do you know if you have wireless internet access (wifi) nearby? |
||
Line 48: | Line 47: | ||
** From the power up screen, which is the Home screen, move the mouse over the circle next to battery icon (below the 'donut'). |
** From the power up screen, which is the Home screen, move the mouse over the circle next to battery icon (below the 'donut'). |
||
** If it says 'mesh network 1' you are connected to local mesh. This will not give you access to the internet. |
** If it says 'mesh network 1' you are connected to local mesh. This will not give you access to the internet. |
||
** To connect to a local wireless access point, press the 3rd key from the left on the top row (black |
** To connect to a local wireless access point, press the 3rd key from the left on the top row (black disc with 8 small white cirles). This is the neighborhood mesh screen. |
||
** The XO in the middle of the screen represents your laptop. There may be other XOs in the neighborhood. |
** The XO in the middle of the screen represents your laptop. There may be other XOs in the neighborhood. |
||
** You will see a number of circles that represent wireless access. Hover over them to find the one you are trying to connect to. |
** You will see a number of circles that represent wireless access. Hover over them to find the one you are trying to connect to. |
||
⚫ | |||
⚫ | |||
* How to qualify |
* How to qualify |
||
** What icon or activity did you click on? |
** What icon or activity did you click on? |
||
* "The software on the XO laptop is open source. That means all the activities are developed by volunteers in the community. |
* "The software on the XO laptop is open source. That means all the activities are developed by volunteers in the community. |
||
⚫ | |||
⚫ | |||
# Start return paperwork or enter all data into the returns database (not set up yet) |
# Start return paperwork or enter all data into the returns database (not set up yet) |
||
Line 68: | Line 64: | ||
#* Problem statement from the source |
#* Problem statement from the source |
||
⚫ | |||
⚫ | |||
# Put in a known good battery, plug into known good power adapter |
# Put in a known good battery, plug into known good power adapter |
||
#* Battery charging LED should be on |
#* Battery charging LED should be on |
||
Line 76: | Line 71: | ||
===Battery Test=== |
|||
# Unplug the power adapter; use the battery that was returned with the laptop |
# Unplug the power adapter; use the battery that was returned with the laptop |
||
# Press the power button |
# Press the power button |
||
Line 88: | Line 83: | ||
===Power Adapter Test=== |
|||
# Remove the battery and use the adapter that was returned with the laptop |
# Remove the battery and use the adapter that was returned with the laptop |
||
# Press the power button |
# Press the power button |
||
Line 96: | Line 91: | ||
#* If there is no power LED and the laptop boots up properly with another source of power, then this adapter is bad. Return to Quanta: Power adapter fails |
#* If there is no power LED and the laptop boots up properly with another source of power, then this adapter is bad. Return to Quanta: Power adapter fails |
||
===Can't open the laptop=== |
|||
* In your shipment there is a brochure with info on opening the laptop |
* In your shipment there is a brochure with info on opening the laptop |
||
* There is full illustration on the web: http://laptop.org/gettingstarted |
* There is full illustration on the web: http://laptop.org/gettingstarted |
||
⚫ | |||
⚫ | |||
# No power or battery LED |
# No power or battery LED |
||
#* Try adjusting the power adapter connector for better connectivity |
#* Try adjusting the power adapter connector for better connectivity |
Latest revision as of 13:51, 22 September 2011
This page is monitored by the OLPC team.
XO Returns
Patriot IVR Questions
Problem: Damaged in transit
- How to qualify
- What condition is the box?
- When do you receive it?
- What is the damage
- What is the consumer's recourse
- Call UPS
Problem: Doesn't power on
- How to qualify
- Is it plugged into the wall?
- Did you press the power button?
- No power light, laptop is off
RMS: Tech Support
Problem: Battery doesn't work
- How to qualify
- Did you insert the battery?
- Did you allow for full charge, 3 hours.
- What happens when you unplug the laptop with the battery installed
- What color is the battery LED?
- Green, means plugged and fully charged
- Yellow, means plugged in an charging
- No light (power light on), laptop is using the battery
- Red, low battery, needs to be charged.
Problem: Charger (power adapter) doesn't work
- How to qualify
- Remove the battery? On the bottom of the laptop, both releases should be in the unlock position. Use the thumb slot to remove the battery.
- Plug it into the wall, and press the power button.
- Does the power light come on?
- Try a second wall to be sure it isn't the wall outlet?
- Consumer recourse
- Return entire unit
Problem: I can't get on line
- How to qualify
- Do you know if you have wireless internet access (wifi) nearby?
- Do you know if it is locked / do you have the password? If not, call back after getting that information.
- From the power up screen, which is the Home screen, move the mouse over the circle next to battery icon (below the 'donut').
- If it says 'mesh network 1' you are connected to local mesh. This will not give you access to the internet.
- To connect to a local wireless access point, press the 3rd key from the left on the top row (black disc with 8 small white cirles). This is the neighborhood mesh screen.
- The XO in the middle of the screen represents your laptop. There may be other XOs in the neighborhood.
- You will see a number of circles that represent wireless access. Hover over them to find the one you are trying to connect to.
Problem: An Activity doesn't work (something within in the activity isn't working)
- How to qualify
- What icon or activity did you click on?
- "The software on the XO laptop is open source. That means all the activities are developed by volunteers in the community.
Debugging
- Start return paperwork or enter all data into the returns database (not set up yet)
- RMA number (where applicable)
- Where the unit came from (return address)
- Serial number, found under the battery
- Problem statement from the source
Power Up Test
- Put in a known good battery, plug into known good power adapter
- Battery charging LED should be on
- Check for proper boot sequence for pre-activated laptop
- If boot up is successful, then the problem may be in the battery or power adapter.
Battery Test
- Unplug the power adapter; use the battery that was returned with the laptop
- Press the power button
- Power LED should come on
- Check for proper boot sequence for pre-activated laptop
- If Battery LED comes on red, add power adapter and let it try to charge up for 1 hour.
- Remove power adapter
- Repeat check for proper boot
- If the laptop gets to the Sugar home screen, hover over the battery icon. It should show more than 30% charge (after an hour of charging with the adapter)
- If the battery doesn't hold a charge, return to Quanta: Battery fails to charge.
Power Adapter Test
- Remove the battery and use the adapter that was returned with the laptop
- Press the power button
- Power LED should come on
- Check for proper boot sequence for pre-activated laptop
- If the laptop boots into the Sugar home screen, then the adapter is good. The battery icon should be empty (no battery)
- If there is no power LED and the laptop boots up properly with another source of power, then this adapter is bad. Return to Quanta: Power adapter fails
Can't open the laptop
- In your shipment there is a brochure with info on opening the laptop
- There is full illustration on the web: http://laptop.org/gettingstarted
Boot Sequence Faults that need further investigation
- No power or battery LED
- Try adjusting the power adapter connector for better connectivity
- Try another power adapter
- Return to Quanta: Failed input power module
- OK prompt - can't finish booting
- Hold down the power button for >5 seconds
- Power up again
- Return to OLPC: Failed to boot
- Not activated; sad face
- Hold down the power button for >5 seconds
- Power up again
- Return to OLPC: Failed to boot
- No serial number; sad face
- Hold down the power button for >5 seconds
- Power up again
- Return to OLPC: Failed to boot