RMA Escalation Checklist (002)

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

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Generic Sub-Issue

Associated Manifestation or

Possible Reason

Minimum Troubleshooting Steps Required

by the Wemo agent prior to RMA or

Escalation

No Power on the Wemo

device

• Broken Power Outlet

• Defective Unit

• Advise customer to try plugging in the

device to other power outlets

• If the customer tried it, the Wemo agent

can deem the device defective

Appliance plugged in to the

Wemo device is not getting

any power

• Wemo Device short-

circuited

• Issues with the device

plugged in to the Wemo

device

• Defective Unit

• Check power rating of the appliance,

make sure that it will not exceed the

threshold amount for WeMo

• Advise the customer to try plugging in

the device/appliance plugged in to the

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 short-

circuited

• 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

the firmware (prompted but

Wemo device won't update)

• Handheld device used is

connected to a different

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

• Handheld device used is

connected to a different

wireless network

• no internet connection on

the network

• 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

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 Belkin-

NetCam@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

up on the Wemo App

• Foreign /old device is saved

on the Wemo Cloud

• Disable/re-enable remote access

• Uninstall and reinstall the Wemo App

Can't log to my NetCam

account

• Incorrect Username and

password

• NetCam App is outdated

• Cloud outage/maintenance

• 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

Receiving notifications from

a NetCam that does not

belong to the caller

• Customer may have a

friend/relatives who used his

email address

• NetCam may have been

shared to the email address

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

dimmer, are flickering after a

power outage

• bulb used is not supported

• bulb used is not dimmable

• 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/

IFTTT Wemo Service is not

enabling

• Remote Access is disabled

• Incorrect applet was used

• 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

up on the Apple HomeKit

App during setup

• Handheld device used to

connect setup the Wemo

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

showing up or unresponsive

on the Apple HomeKit App

• Wemo devices are not

connected to the same

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

on at all

• Wemo Bridge si not getting

enough power

• Device is defective

• Make sure that the Wemo Bridge is

getting enough power

- 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 the device

shows up eventually

on the Wemo App

Yes, if:

• there are multiple

Wemo devices

experiencing the

same concern

• 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