XO Returns Test

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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?
    1. 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?
    1. Green, means plugged and fully charged
    2. Yellow, means plugged in an charging
    3. No light (power light on), laptop is using the battery
    4. 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 circle 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

1. 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

1. 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

1. Unplug the power adapter; use the battery that was returned with the laptop
2. 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

1. Remove the battery and use the adapter that was returned with the laptop
2. 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

1. 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
2. OK prompt - can't finish booting
   • Hold down the power button for >5 seconds
   • Power up again
   • Return to OLPC: Failed to boot
3. Not activated; sad face
   • Hold down the power button for >5 seconds
   • Power up again
   • Return to OLPC: Failed to boot
4. No serial number; sad face
   • Hold down the power button for >5 seconds
   • Power up again
   • Return to OLPC: Failed to boot