Support Gang/RTFM

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  This page is part of the OLPC Support Gang.   [ Request Tracker's Frequently Mentioned | Weekly meetings ]
XO Support

RTFM reworking

The purpose of this page is to allow collaborative reworking of the RTFM template responses by the support gang crew.

The sections below (one per topic) all have this structure.

  • Comment This is where comments like merge with #22 or out-dated, delete should go
  • CLASS = (OLPCFAQ or Volunteer) I don't think we are using these effectively
  • OLD TITLE = This is the title as it exists
  • OLD TITLE2 = Some have sub-titles that can be important in picking between similar, but different responses
  • OLD TEXT = The text that currently exists
  • NEW TITLE = Some titles could use reworking to be more standard or more informative
  • NEW TEXT = Some topics need to be reworded entirely.

Top-level reorg ideas

NEW TITLE's for all entries

  • using a BIGCATEGORY / Subinformation / detail structure.
  • The currently proposed big categories are
    • OLPC
    • G1G1
    • HARDWARE
    • WIRELESS
    • USAGE
    • GENERAL
    • RMA

Listing of RTFMs

Deleting these as comments get transferred to RTFM


RTFM #74

This forum thread has a detailed discussion on how to restore a bricked XO due to the D6 firmware error caused by loss of power to motherboard battery.

This is not a newbie process and requires technical and mechanical skills as well as the purchase of auxiliary hardware. "

  • NEW TITLE = HARDWARE: Unbrick: Unbricking XO
  • NEW TEXT =


RTFM #75

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = technical support for XO?
  • OLD TEXT = "Please note: as a non-profit association, One Laptop per Child is unable to provide direct technical support. A key goal of the project is that children learn to troubleshoot the XO laptop themselves and subsequently use their experiences to help others. This support process is already underway in our international deployments; we also encourage you to participate in this informal ""Community Support Volunteer"" network.

Information and answers to these types of questions can be found online: 1. on our Support wiki: http://support.laptop.org 2. on the Forum: http://forum.laptop.org 3. over Live Chat: http://forum.laptop.org/chat 4. The very basics are also explained by phone here: +1 800-269-1347

In-person community support clubs are also available in many cities here: http://wiki.laptop.org/go/Support#Community.2FLive_Support

We also recommend taking a look at the most frequently asked questions, or Support ""FAQ"", to see a rapidly expanding knowledge base. We encourage you to contribute! http://wiki.laptop.org/go/Support_FAQ

Have fun exploring your XO! "

  • NEW TITLE = OLPC: Tech support: Tech support overview
  • NEW TEXT =


RTFM #76

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = RMA to Donor Services
  • OLD TEXT = "In order to request an replacement machine you will need to contact Donor Services for an ""RMA"". They can be contacted at service@laptopgiving.org or by phone at 1-800-201-7144. If possible, please have the original name, email address and order number (typically looks like 70000xxxxx or 80000xxxxx) available when you call.

Donor Services will be able to provide you with the RMA number and shipping address. Please note that it typically takes about a month to process the RMA once the laptop has been received by OLPC. "

  • NEW TITLE = RMA: Donor contact: how to contact donor services for rma
  • NEW TEXT = [ archive use only, use RTFM 27 July 2008 ]

RTFM #77

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = Windows + G1G1
  • OLD TEXT = "Current XO laptops cannot run Windows. Windows on XO was a special project created by Microsoft after they developed special software and drivers.

Countries which are purchasing future XO laptops will have the option of contracting with Microsoft directly for this special version. The XO laptops will be able to run XO software (Sugar) as well as Windows XP.

OLPC does not currently offer Microsoft Windows to G1G1 participants. "

  • NEW TITLE = G1G1: Windows: Running windows
  • NEW TEXT =


RTFM #78

  • Comment [ Just use the first paragraph below for individuals or small orders ]
  • CLASS = OLPCFAQ
  • OLD TITLE = Give1Get1 2008
  • OLD TEXT = "We are not selling individual XO laptops at this time. However, OLPC plans to run another Give One Get One program sometime later in 2008 -- in the USA, Canada and hopefully select European countries too. Please keep an eye on our websites as details emerge:

http://laptop.org http://wiki.laptop.org

If you are interested in buying 100 to 10,000 or more XO laptops at this time, and have a thoughtful deployment/support plan in place, please see:

http://laptopfoundation.org/participate/givemany.shtml "

  • NEW TITLE = G1G1: 2008: 2008 program information
  • NEW TEXT =

RTFM #79

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = Developer Key Request, no internet access
  • OLD TEXT = "Please do the following to request a developer key:

1. Download http://wiki.laptop.org/images/c/cd/Actos.zip and http://wiki.laptop.org/images/c/cd/Actos.zip

Actos.zip and Runos.zip are identical, but secure boot will use one or the other depending on your laptop's activation status, which we may not know. So include both. 2. Put these files in a directory called 'boot' on a FAT-formatted or FAT32-formatted USB memory stick.

Most memory sticks use FAT or FAT32 when you buy them (except ""U2"" memory sticks which probably won't work; they contain ugly DRM stuff). 3. So your USB memory stick will contain these files (and nothing else in the boot directory):

boot/ boot/Actos.zip boot/Runos.zip Now, for each laptop that you want to get a Developer Key for (maybe only one):

1. Insert the 'Collection stick' in one of the USB ports on the laptop. 2. Power it on with the power key.

This will put your Serial Number and UUID into the laptops.dat file on the 'Collection stick' (it creates the file if it needs to). 3. It will display a pretty ""XO"" screen and then a short message like ""SHFxxxxxxxx nnnnnnnnnnnnnnn; Laptop data recorded successfully"". After a few seconds it will power itself off. 4. When the machine powers itself off, remove the 'Collection stick'.

Reply to this email with the ""laptops.dat"" file.

"

  • NEW TITLE = USAGE: Developerkey offline: getting a developer key offline
  • NEW TEXT =


RTFM #80

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = Return for a refund?
  • OLD TEXT = "Refunds are not issued after the box has been opened. If you are having

a specific issue, I can help you with that. Also, if you would like to simply donate your laptop (tax deductible), please reply and I can give you the information. "

  • NEW TITLE = G1G1: Refund: No refund after opened
  • NEW TEXT =


RTFM #81

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = Non-Warranty Repairs
  • OLD TEXT = "If your laptop has broken or been damaged after the initial 30 days of use, you will need to get in contact with a volunteer or professional XO repair center. Information on spare parts and repair centers can be found here: http://wiki.laptop.org/go/Directory_of_repair_centers

Warranty information from your initial donation to OLPC can be found here: http://wiki.laptop.org/go/Support_FAQ#What_is_the_warranty_info "

  • NEW TITLE = G1G1: Repairs: Getting repairs
  • NEW TEXT =


==RTFM #82== [ I wonder how many Adam actually gets that use this auto process...AND the font needs to be larger in this auto set up! ]

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = Developer Key Request
  • OLD TEXT = "To request a developer key, start up your XO laptop and make sure you have a connection to the internet.
  • Open the Browse activity, and click on the 'books' link on the left.
  • Next click on 'troubleshooting' in the upper right.
  • Click on 'developers' on the left.
  • Read the section called 'How do I get a Developer's key', and submit the form.
  • The rest of the instructions on in the text.

You need to wait 24 hours to get a key, which will be provided in the same link where you submit the form. "

  • NEW TITLE = USAGE: Developer key: Requesting a key
  • NEW TEXT =

RTFM #83

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = Donate XO
  • OLD TITLE2 = [ enter RTxxxxx in exact return address for shipping to 1CC ]
  • OLD TEXT = "Thank you for offering to donate your XO back to OLPC! Please repackage the laptop, battery and charger in the the original packaging (if possible) or pack safely in a box and send to this exact address:

<elided>

Thank you for your support of OLPC! Thank you for your dedication to helping children worldwide! "

  • NEW TITLE = G1G1: Donate XO: Donating XO to OLPC
  • NEW TEXT =

RTFM #85

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = Da Uno Recibe Uno (G1G1 for Mexico)
  • OLD TEXT = "En este momento no es posible comprar un XO de OLPC. Sin embargo, hay planes para otro programa, ""Da Uno Recibe Uno"" (""Give One Get One"" o G1G1) mas tarde en el 2008. Si tiene contactos en los estados unidos, es posible que ellos puedan obtener un XO para Ud.. Ellos pueden comprarle a Ud. y mandarle a Ud.

Es una buena idea dar una mirada a menudo a estos sitios de web para ver las noticias sobre esto:

http://laptop.org http://wiki.laptop.org

Translation: It is not possible to buy an XO from OLPC at this time. But, there are plans for another ""Give One Get One"" program later in 2008. If you have contacts in the USA it is possible they could get one for you and send it to you. Keep an eye on these websites for more news about this:

http://laptop.org http://wiki.laptop.org "

  • NEW TITLE = G1G1: Spanish 2008
  • NEW TEXT =

RTFM #86

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = Replacement AC Adapter
  • OLD TEXT = "OLPC does not sell spare parts at this time. However, you can purchase

AC power adapters from a third party, such as http://xoexplosion.com/index.php?products_id=112 (OLPC is unaffiliated with this site). "

  • NEW TITLE = HARDWARE: Adapter: Replacing AC Adapter
  • NEW TEXT =


RTFM #87

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = OLPC does not have laptops to give away
  • OLD TITLE2 = Similar to #49 but mentions G1G1 2008
  • OLD TEXT =
  • NEW TITLE = G1G1: Free laptops: No, you can't have one
  • NEW TEXT =


RTFM #88

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = Activity Packs for G1G1
  • OLD TITLE2 = How to install the G1G1 activity pack if you've lost all activities upon upgrade to build 703
  • OLD TEXT = "Download the G1G1 Activity Pack (from

http://wiki.laptop.org/images/6/62/G1G1_Activity_Pack_1.zip ) and unzip it in the base (root) directory of a USB flash drive.

You should see two directories (boot and bundles, and a file called customization-2) in the base directory.

Commands such as ""extract here"" in ubuntu / windows will sometimes create a directory with the same name as the zip file, placing the unzipped files within it. If this happens, you will have to move the files to the base directory in order for your XO to see them on boot. (Note that the ""boot"" directory will contain two zip files, actos.zip and runos.zip. This is normal; these files do not need to be unzipped) --

"

  • NEW TITLE = USAGE: Activities: 703 re-install activities
  • NEW TEXT =


RTFM #89

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = DCR - Oh hey I run a repair center BTW
  • OLD TEXT = "I run a repair center for XO laptops, and can offer replacement parts (and optional repair) for your laptop. We charge for parts and shipping, but not labor.

We follow the pricing recommended by OLPC, it is as follows:

For a tested screen: $70 Battery: $20 ALPS Touchpad: $20 Keyboard: $18 Power adapter: $15 In addition, the following services can be provided (5USD flat fee plus S/H):

Fix bad motherboard batteries and the bricking that occurs because of it. Upgrading to the software build of your choice (656, 703, and the joyride builds) (may cause loss of data) Replacing the backplate of your XO to the colors of your choice Shipping/handling not included.

Shipping estimates:

In the past, one way shipping for items under 20 USD (including insurance) through the lower 48 states has been 6.45, but it varies depending on the weight of the package. If you're interested, reply to this email with your address and preferred method of payment. (cheque or paypal, please do _not_ send your credit card information via email ) "

  • NEW TITLE = OLPC: Repair center offer
  • NEW TEXT =


RTFM #90

  • Comment
  • CLASS = OLPCFAQ
  • OLD TITLE = DCR - D6 intro
  • OLD TEXT = "I run an XO repair center based out of Washington, DC.

We have the equipment on hand to resolve the issue you are having, and, if you are willing to cover shipping both ways (as well as a 5USD service charge), we can promptly resolve your problems.

The repair will take approximately fifteen minutes, so, depending upon my schedule for its date of arrival, I should have the XO mailed the next day after receiving it. The repair is outlined at http://wiki.laptop.org/go/Fix_Clock

In order to prevent this error from occurring again, I typically update the firmware to a later version and secure the battery with either a dab of hot-glue or a few drops of melted wax.

Shipping estimates:

In the past, one way shipping for entire laptops through the lower 48 states has been 14USD, but it varies depending on the weight of the package. If you're interested, reply to this email with your address and preferred method of payment. (paypal or cheque)

Let me know if you're interested. Best of luck and best of wishes


Links "

  • NEW TITLE = (personal intro?)
  • NEW TEXT =


RTFM #91

  • Comment
  • CLASS = Volunteers
  • OLD TITLE = Revisiting ancient ticket
  • OLD TEXT =
  • NEW TITLE = (delete)
  • NEW TEXT =

RTFM #92

  • Comment Use #17 for a while until turn-off confirmed
  • CLASS = OLPCFAQ
  • OLD TITLE = T-Mobile, too late to sign up now
  • OLD TEXT =


I am very sorry, but the window of eligibility for activating the T- Mobile offer expired on June 30th, 2008. There is nothing that OLPC can do for you at this time other than thank you again for participating in the G1G1 program.

As stated in the terms and conditions of the G1G1 offer: http://www.laptopgiving.org/en/terms-and-conditions.php

"G1G1 participants may elect to be eligible for one year of T-Mobile HotSpot service, provided without charge by T-Mobile USA. T-Mobile estimates the value of this service at more than $350. OLPC Foundation assumes no responsibility for any goods or services offered or made available by any third party to participants in the G1G1 initiative."

With Regret,

OLPC Support Volunteer Staff


  • NEW TITLE = G1G1: T-Mobile, too late to sign up now
  • NEW TEXT =

RTFM proposed new (no number yet)

  • Comment Use to replace 83
  • CLASS = OLPCFAQ
  • OLD TITLE = Donate my Get one (to a child)
  • OLD TEXT = "

Thank you for you interest in seeing that your Get One XO laptop gets put to good use and for offering to donate your XO back to OLPC!

Please repackage the laptop, battery and charger in the the original packaging (if possible) or pack safely in a box and send to:

<elided>

We cannot guarantee that your laptop will go to a child, in part because we would like every child to have the same joy of opening a brand new XO laptop of theirvery own that we hope you felt. This is also in part because the cost of re-shipping a single laptop to a deployment site is much greater (per laptop) than the cost of bulk shipments direct from the factory. In addition, many of our deployments are getting laptops with specially designed local language keyboards and your laptops have the US International Keyboard layout silk-screened on the membrane.


We have a special plan for "pre-loved" Get One XO laptops like yours that come back in from the Give One - Get One program. We call it our Developers Program. We started this program off with a small number of prototype XO laptops and the need for laptops has been growing as more and more highly qualified developers have stepped forward to donate their time to write new programs that take advantage of the unique features of the XO laptop.

In the Developers Program, your XO laptop will go to a carefully-screened applicant that has described to us exactly how they would use it to create new software for the XO laptop that they will donate back to the OLPC effort and that we will share with our deployment partners worldwide. In this way, your donated Get One XO laptop will not only help one deserving child (as your Give One will), it will help all children that currently have (or will get) an XO laptop. We think that is a pretty special job for one little laptop and we hope you will be happy knowing that your gift will be one that keeps on giving.


Thank you for your support of OLPC and for your dedication to helping children worldwide! "

  • NEW TITLE = G1G1: Donate XO : Donate laptop back to OLPC
  • NEW TEXT =

RTFM Laptops for Nepal, no number yet

  • Comment no number yet, not in RTFM at the moment
  • CLASS = OLPCFAQ
  • NEW TITLE = OLPC: Laptops for Nepal
  • NEW TEXT =

Thank you for your interest in OLPC and for your efforts to bring XO laptops to more children in Nepal.

Please see this page on our web-site for more information on obtaining large numbers of laptops through our Give Many program. You have reached the volunteer help line, but we are happy to try to help get you more information.

http://laptopfoundation.org/en/participate/givemany.shtml

I would like to point you to some of the information available on the OLPC wiki. There is a great deal of very exciting activity going on in Nepal:

http://wiki.laptop.org/go/OLPC_Nepal

I would also encourage you to join the e-mail discussion list on Nepal that we host and introduce yourself to the members of that list in an e-mail:

http://lists.laptop.org/pipermail/nepal

There is also a discussion group on starting grassroots efforts that may be of interest:

http://lists.laptop.org/pipermail/grassroots

In order to achieve it's mission worldwide, OLPC works to assist grassroots efforts and encourages them to work together and share their experiences. There is a very strong grassroots community organization that is making much of the current activity in Nepal happen, Open Learning Exchange Nepal (OLE Nepal).

http://wiki.laptop.org/go/OLE_Nepal

OLE Nepal is conducting several pilot deployements in Nepal:

http://wiki.laptop.org/go/Bashuki_Journal

http://wiki.laptop.org/go/Bishwamitra_Journal

I would like to encourage you to make contact with OLE Nepal, they are a terrific group of people and they are doing excellent work. I am sure they would be more than willing to discuss their efforts with you. I suspect that might be far more helpful to you than anything a volunteer like myself in the U.S. could have to offer in terms of advice. OLE Nepal has developed (and shares) training materials and educational materials in Nepali, we are actually quite excited about getting them translated into English and other languages for the benefit of other pilot deployments.

http://olenepal.org/contact_us.html

I hope this information will help you in accomplishing your goal of helping the children of Nepal.

OLPC Support Volunteer.

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