RMA Escalation Checklist (002)

: Linksys Rma Escalation Checklist (002) RMA_Escalation Checklist (002) process s

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Generic Sub-Issue

No Power on the Wemo
device

Appliance plugged in to the
Wemo device is not getting
any power

Associated Manifestation or Minimum Troubleshooting Steps Required
Possible Reason
by the Wemo agent prior to RMA or
Escalation
• Broken Power Outlet
• Advise customer to try plugging in the
• Defective Unit
device to other power outlets
• If the customer tried it, the Wemo agent
can deem the device defective
• Wemo Device short• Check power rating of the appliance,
circuited
make sure that it will not exceed the
• Issues with the device
threshold amount for WeMo
plugged in to the Wemo
• Advise the customer to try plugging in
device
the device/appliance plugged in to the
• Defective Unit
Wemo device directly to the power outlet
• Try plugging in a different devic into the
Wemo device
• If the Wemo agent has tried these
isolation, the device can be deemed
defective

Wemo device can't be
controlled manually

• The device may have froze
and stopped working
manually
• Wires may have been lose
• Wemo Device shortcircuited

• Restart the Wemo device
• Restart with the circuit breaker
(only for Wemo lightswitch or dimmer)
• Reset and then reconfigure the Wemo
Device

Device shows up as not
detected (Local
Access)/Device is not
showing up on the device list
(Local Access)

• Device is not plugged in
• Device is no longer
connected to the network
• handheld device is not
connected to the same
network as to the Wemo
device

• Make sure that the device is plugged in
properly
•Make sure that the handheld device is
connected to the same network as the
Wemo device
• Check the status of the Wi-Fi light and
check if it's online
• Restart the Wemo device
• Check if under the Remote Access page
of the Wemo App, it shows that it is
connected to the same network where
the Wemo device should be connected
• Uninstall and reinstall the Wemo App
• Reset and Reconfigure the device
• Check if the Wemo device shows up
under the DHCP client list and try to ping
the device. If it's RTO (Request Timed
out), deem the device defective

Device shows up as not
detected (Remote
Access)/Device is not
showing up on the device list
(Remote Access)

• Remote Access is disabled
• Handheld device used for
remote access doesn't have
internet connection
• Router on the local
network doesn't have
internet connection
• Outdated firmware
• Wemo devices were
unplugged or disconnected
from the local network

• Make sure remote access is enabled
• Make sure that handheld device has
activeinternet connection (mobile data or
Wi-Fi)
• Check if local internet connection is
active
• Make sure firmware is updated
• Make sure Wemo devices are working
locally
• Open ports (8080, 8443, 3478). Advise
the customer to contact router
manufacturer for assistance
• Reset and Reconfigure Wemo device

Remote Access is not
enabling

• Wemo App is outdated
• Router on the local
network doesn't have
internet connection
• Outdated firmware
• Handheld device not
connected to the same
network as the Wemo device
• Router firewall is blocking
remote access

• Make sure that the Wemo App is
updated
• Make sure that there's a working
internet connection
• Make sure firmware of the Wemo
devices are udpated
• Make sure that handheld device is
connected to the same network as the
Wemo device
• Open ports (8080, 8443, 3478). Advise
the customer to contact router
manufacturer for assistance
• Reset and Reconfigure Wemo device

Device is not connecting to
the wireless network (error
message: "Failure to connect
to wireless network/ Error
msg “please try to reenter
your wifi password")

• Network is not compatible
with the Wemo device
• Wireless Interference
• Wemo device may be too
far away from the router

• Forget the Wemo SSID and 2.4 GHz
network
• Switch off cellular data
• Turn off and Delete Wemo from iCloud
(for iOS devices)
• Turn off smart network switch for
android devices
• Reinstall Wemo App
• Make sure phone is connected to the
2.4 GHz SSID ; check if router is setup to
have same SSID for both 2.4 and 5 Ghz
• Run again the setup
• Isolate by setting up the Wemo device
and connect it to a hotspot

Device tile is stuck at
updating the firmware

• Wemo device may not
have responded to the
Wemo App though it's done
updating the firmware
• Firmware update takes
time due to internet
connection

• Check the internet speed
• Check if Wemo device is controllable on
the App.
• Check Wemo LED
• If not controllable on the App and the
LED is not blinking as an indication that it
is updating, do the ff:
- Close the App so it is no longer
- running in the background
- Switch smart device from Local WI-FI to
Remote (3G Cellular) connection
Start the WEMO App
- Check if Wemo is already controllable on
the App, then switch to Wi-Fi connection.
• If LED is OFF, do the ff:
- Double check the firmware and make
sure it has been successfully updated
- Force close/re-launch the Wemo App
- Reinstall Wemo App
- Try another smart phone
- Restart the phone
- Network power cycle
- Reset and redo Setup (Should be the last
resort)
- Double check the firmware and make
sure it has been successfully updated

Wemo device not updating • Handheld device used is
the firmware (prompted but connected to a different
Wemo device won't update) wireless network
• no internet connection on
the network

• Force close and open app
• Disable/Enable Remote Access
• If there's still no prompt restart the
Wemo device
• If there's still no prompt for an update,
reset and reconfigure the device

Wemo device is not
updating firmware (not
prompted for a firmware
udpate

• Force close and open the Wemo App
• Restart the Wemo device
• Try updating again the firmware
• If the update still did not push through,
reset the device and attempt again to
update the firmware
• Open the following ports (both UDP and
TCP:
- 8080
- 8443
- 3478

• Handheld device used is
connected to a different
wireless network
• no internet connection on
the network

Rules are not working at all

• Firmware is outdated
• Incorrect type of rule was
selected
• Rule was disabled

• Update the firmware
• Check if the rule created is correct
• Make sure rule is enabled
• Delete/re-create the rule
• Create the rule using a different
handheld device
• Reset and Reconfigure the device

Rules are working at
incorrect times

• location settings t on both
the Wemo App and phone
settings is incorrect
• Firmware is outdated
• Incorrect type of rule was
selected

• Check location settings if it's correct on
both the Wemo App and phone settings
• Check the timezone set on the router
• Check if the rule created is correct
• Delete/re-create the rule
• Create the rule using a different
handheld device
• Update the firmware
• Reset and Reconfigure the device

Rules are not saving

• Wemo App and Wemo
device's firmware is
outdated
• Wemo device is not active
• No active internet
connection

• Make sure Wemo App and Wemo's
firmware is updated
• Make sure Wemo device is active
• Make sure internet connection is
working fine
• Uninstall and reinstall the Wemo App
• Try other handheld devices
• Reset and reconfigure Wemo devices

Deleted Rules are still
working

• Wemo App is outdated and
firmware is outdated
• Wemo Rules is still stored
on the cloud

• Make sure Wemo App and Wemo's
firmware is updated
• Rest Names, Rules and Data on the
Wemo App
• Delete Wemo App from the iCloud (for
iOS)
• Clear cache and data (for Android)
• Uninstall and reinstall the Wemo App
• Reset and reconfigure Wemo devices

Motion Detection is Too
Sensitive (NetCam)

• Sentivity is set to max
• Firmware is outdated
• location of the camera may
be prone to a lot of motion

• Check and adjust the sensitivity level
• Check the location of the camera.
Isolate by relocating the camera
• Update firmware
• Restart the NetCam
• Reset and reconfigure device

Not Receiving Notification

• email notification is
disabled
• email notifications were
routed to spam or junk
• Firmware is outdated
• location of the camera may
not be expose to any motion

• enable email notfication
• Check Spam or junk. If so, add BelkinNetCam@belkin.com to the contact list of
their email
• Update Firmware
• Restart the NetCam
• Reset and reconfigure device

3rd Party Services
Integration Issues

• Wemo devices are
unplugged and not
connected to the network
• Remote access is disabled
• Firmware is outdated

• Make sure Wemo devices are working
on the Wemo App
• Make sure Remote Access is enabled
• Check and update firmware if necessary
• Reset and Reconfigure Wemo devices

Wemo App crashes

• Wemo app is outdated
• OS version of the handheld
device is on beta or no
supported
• Wemo app is not
downloaded from App Store
or play Store (customer is
using an APK file)

• Make sure Wemo App is updated
• Make sure that the handheld device's
operating system and the Wemo App is an
official release
• Uninstall and reinstall App
• Restart handheld device
• Try other handheld device for isolation

Foregin/Old devices showing • Foreign /old device is saved • Disable/re-enable remote access
up on the Wemo App
on the Wemo Cloud
• Uninstall and reinstall the Wemo App

Can't log to my NetCam
account

• Incorrect Username and
password
• NetCam App is outdated
• Cloud outage/maintenance

Receiving notifications from • Customer may have a
a NetCam that does not
friend/relatives who used his
belong to the caller
email address
• NetCam may have been
shared to the email address

• Check if username and password is
correct
• Uninstall and reinstall the NetCam App
• Try logging in at netcam.belkin.com
• Check if there is an ouatge/maintenance
• Retrieve username and password
• Create a new account

NA

Dimmer does not dim
properly/ or doesn't dim at
all

• bulb used is not supported
• bulb used is not dimmable
• bulb exceeded the
maximum wattage capacity
of the device

• Check if bulb is under the supported
bulbs
• Check if the bulb can be deemed using a
regular dimmer
• Check the power output of the bulb
• Restart the Wemo Dimmer
• Reset and Reconfigure the Wemo
Dimmer

bulbs, connected to the
• bulb used is not supported
dimmer, are flickering after a • bulb used is not dimmable
power outage
• bulb exceeded the
maximum wattage capacity
of the device

• If there are multiple bulbs, advise the
customer to remove and leave only 1 for
isolation
• Manually calibrate the bulb
• Reset and reconfigure the Wemo
Dimmer

Wemo app does not show
the power usage or shows
incorrect information from
the Wemo insight

• Threshold is higher than
the output wattage of the
plugged in device
• Device exceeded the
power capacity of the Wemo
Insight Switch
• Wemo App and firmware is
outdated

• Check and adjust threshold on the
Wemo App
• Try plugging in other devices
• Check if the device plugged in is within
the power capacity of the Wemo insight
switches
• Clear Data Usage via the Wemo App
• Restart the Wemo Insight Switch
• Upate Firmware and uninstall/reinstall
the Wemo App
• Reset and Reconfigure the device

IFTTT trigger is not working/ • Remote Access is disabled
IFTTT Wemo Service is not
• Incorrect applet was used
enabling
• IFTTT account use to setup
the applet or service is not
the same account associated
to the Wemo App
• Firmware is outdated

• Check if remote access is enabled
• Check if the Wemo devices are working
remotely
• Check the applet created
• Check if correct IFTTT account was used
- disable remote access
- uninstall and reinstall app
- enable again remote access
- connect again to IFTTT
- make sure that the app prompts you to
login againt he IFTTT account
• Update Firmware
• Reset and reconfigure Wemo device

Wemo Bridge is not showing • Handheld device used to
up on the Apple HomeKit
connect setup the Wemo
App during setup
Bridge may not be connected
to the same network where
the Wemo Bridge is
connected
• Firmware issue

• Check the Wi-Fi connection of the
device being used
• Check if the Wemo Bridge is properly
connected to the ethernet port and
there's power
• Restart the Wemo Bridge and the
router where the bridge is connected
• Connect the Wemo Bridge to a different
ethernet port
• Reset the Wemo Bridge and try to run
the setup again
• Update the Firmware of the Wemo
Bridge

Wemo devices are not
• Wemo devices are not
showing up or unresponsive connected to the same
on the Apple HomeKit App network as the Wemo Bridge
• User may be trying to
access the Wemo devices on
the Apple HomeKit App
remotely without a
Homehub
• Wemo devices are offline

• Make sure that the Wemo devices are
connected to the same network as the
Wemo Bridge
• If customer is trying to access the
devices remotely, verify if the customer
has a Homehub
• Check if the Wemo devices are working
on the Wemo App
- if the devices are not detected on the
Wemo App, follow the guidelines above
about the Wemo devices not showing up
on the Wemo App
- if the devices are showing up on the
Wemo App, but not on the Wemo Bridge,
check the light indicator of the Wemo
Bridge and verify if it's properly connected
to the network
• Restart the Wemo devices, including the
Wemo Bridge and the router
• Reset the Wemo Bridge and set it up
again
• Update the firmware

Wemo Bridge is not turning • Wemo Bridge si not getting • Make sure that the Wemo Bridge is
on at all
enough power
getting enough power
• Device is defective
- if the Wemo Bridge is powered through
the router, make sure that it's plugged in
to USB 3.0
- if the Wemo Bridge is powered with its
wall adapter, plug it in on a different
adapter for isolation
• Deem the device defective

Firmware Update
Required

Level 2
Troubleshooting
required

No

No

No

No

No

No

Yes, if:
• there are multiple
Wemo devices
Yes, if the device
experiencing the
shows up eventually
same concern
on the Wemo App
• If there is a reply
after pinging the
Wemo device

Yes

Yes

Yes

Yes

Yes

Yes, if there are
multiple Wemo
devices are
experiencing this
concern

NA

Yes

Yes

Yes, if there are
multiple Wemo
devices experiencing
the same concern

Yes

Yes, if there are
multiple Wemo
devices experiencing
the same concern

Yes

Yes, if there are
multiple Wemo
devices experiencing
the same concern

Yes

Yes, if there are
multiple Wemo
devices experiencing
the same concern

Yes

Yes, if there are
multiple Wemo
devices experiencing
the same concern

Yes

Yes, if there are
multiple Wemo
devices experiencing
the same concern

Yes

Yes, if there are
multiple Netcams
experiencing the
same concern

Yes

Yes, if there are
multiple Netcams
experiencing the
same concern

Yes

Yes, after contacting
3rd party
manufacturer or
customer refuse to
contact 3rd party
manufacturer

No

Yes

No

Yes (Follow Cloud
Removal Request
Process for isolation)

NA

Yes

NA

Yes

Yes

Yes

Yes

Yes, if multiple bulbs
have the same
problem

Yes

Yes

Yes

Yes, after contacting
IFTTT or customer
refuse to contact
them

Yes

Yes

Yes

Yes

No

NO



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