XO Returns Test: Difference between revisions
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'''XO Returns: ''' |
'''XO Returns: ''' |
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Patriot IVR Questions |
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'''Problem: Damaged in transit''' <br> |
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* How to qualify |
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** What condition is the box? |
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** When do you receive it? |
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** What is the damage |
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* What is the consumer's recourse |
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** Call UPS |
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'''Problem: Doesn't power on''' <br> |
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* How to qualify |
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** Is it plugged into the wall? |
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** Did you press the power button? |
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**# No power light, laptop is off |
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'''Problem: Battery doesn't work''' <br> |
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* How to qualify |
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** Did you insert the battery? |
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** Did you allow for full charge, 3 hours. |
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** What happens when you unplug the laptop with the battery installed |
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** What color is the battery LED? |
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**# Green, means plugged and fully charged |
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**# Yellow, means plugged in an charging |
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**# No light (power light on), laptop is using the battery |
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**# Red, low battery, needs to be charged. |
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'''Problem: Charger (power adapter) doesn't work'''<br> |
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* How to qualify |
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** 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. |
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** Plug it into the wall, and press the power button. |
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** Does the power light come on? |
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** Try a second wall to be sure it isn't the wall outlet? |
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* Consumer recourse |
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** Return entire unit |
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'''Problem: I can't get on line'''<br> |
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* How to qualify |
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** Do you know if you have wireless internet access (wifi) nearby? |
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** Do you know if it is locked / do you have the password? If not, call back after getting that information. |
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** From the power up screen, which is the Home screen, move the mouse over the circle next to battery icon (below the 'donut'). |
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** If it says 'mesh network 1' you are connected to local mesh. This will not give you access to the internet. |
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** To connect to a local wireless access point, press the 3rd key from the left on the top row (black cirle with 8 small white cirles). This is the neighborhood mesh screen. |
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** The XO in the middle of the screen |
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== Debugging === |
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# 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) |
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#* RMA number (where applicable) |
#* RMA number (where applicable) |
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#* If the laptop boots into the Sugar home screen, then the adapter is good. The battery icon should be empty (no battery) |
#* If the laptop boots into the Sugar home screen, then the adapter is good. The battery icon should be empty (no battery) |
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#* 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 |
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'''Can't open the laptop'''<br> |
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* In your shipment there is a brochure with info on opening the laptop |
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* There is full illustration on the web: http://laptop.org/gettingstarted |
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Revision as of 16:56, 7 December 2007
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
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 cirle with 8 small white cirles). This is the neighborhood mesh screen.
- The XO in the middle of the screen
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