User's Manual

Personal Node User Manual

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Rev: 1.1

Minete

Section 12 Support

12 SUPPORT

Help using software or hardware

If you need help with using Minetec software or hardware, in the first instance, contact your

Supervisor or the person who delivered your training.

Hardware faults and software bugs

Supervisors/System Administrators

Please refer to the Minetec Operational Support Plan for details on the level of support to be

provided to your site.

Contact Minetec Support Services before returning any hardware, via either the online

support portal or the details provided on the back cover.

If the device or the application does not behave as expected perform, the troubleshooting steps in

the Troubleshooting section(s). If the device or application is still not performing correctly, report the

fault to your Supervisor to lodge a request for a Return Materials Authorisation (RMA) number and

complete the RMA form.

To ensure Minetec support personnel can identify the issue quickly, the report should include the

following items:

• Username.

• Time of occurrence.

• Brief description of problem.

• Steps taken before the problem occurred.

• If applicable, a screenshot of the error message or visual indication of unexpected behaviour.

• Description of the expected behaviour (as perceived by you).

RMA Procedure

Devices identified as faulty should be returned to Minetec Support after obtaining a Return Materials

Authorisation (RMA) reference number. Without the RMA a device may not be accepted. Each

separate item of kit requires an individual RMA number.

The procedure to return a faulty item is:

1) Perform the troubleshooting steps in this document as appropriate for the device(s) and

establish that a fault exists.

2) Contact Minetec Support Services for the RMA reference number.

3) Complete the RMA form with as much detail as possible indicating the test performed. Note that

you can reference specific tests with the number in the first column of each troubleshooting

table.

4) Return the device(s) and RMA form(s) to Minetec.

Personal Node lithium ion batteries must be run flat (>24 hours) if airfreighting.