User's Manual

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3.3.3. Defining a Service Strategy
The service strategy determines whether the integrated modem is the cause of a user’s problem and sets a policy for keeping the end
user operational during repair. The service strategy must consider all potential service situations and evaluate them in light of the
usage model. You can create the service strategy jointly with Motorola. Contact your Motorola OEM sales representative for details.
To ensure that a final product can be efficiently serviced, it is recommended that you design for serviceability early in the R&D
process. At a minimum, you could develop a functional service strategy that contains a well-
considered procedure for performing unit-level screening. The test may primarily determine whether a fault lies with the modem or
with the product. The test must also screen for network problems and human error.
Motorola supplies an evaluation board (a standalone test fixture) that provides a mounting platform and electrical interface to the
modem. (Refer to Developer’s Kit Manual for further information.) Testing is performed much more efficiently when the modem
is integrated within the OEM host, whether for a factory end-of-line test or while at the user’s site.
In order for your product to allow integrated testing of the modem, you may decide to provide a modem pass-through mode.
A thoroughly developed OEM serviceability plan typically includes a needs assessment for developing software utilities that can
assist in identifying communication problems between the product and the modem and between the modem and the RF network.
These utilities must be able to send commands to the modem, evaluate the modem responses, perform network connectivity
testing, and verify data communication with the network.
Such a software utility is essential for field service engineers and shop technicians to diagnose problems with the product and to
troubleshoot a problem to a failed assembly or mismanaged communication link.
3.3.4. Defining Remote Diagnostic Functionality
When customer problems are reported from the field, you must isolate the source of the problem remotely. You will need to
determine which part of the overall system is not functioning correctly. The following items need to be considered as a possible
source of the problem:
• Network
• Io200 wireless modem
• Host product
Often a problem is caused by a user’s lack of knowledge of how to use the product correctly. Regardless, remote troubleshooting is
essential in reducing the number of returned products and lowering service costs, particularly if the host must be disassembled in
order for the modem to be removed.
Motorola recommends that your product application (both at the terminal and host ends) incorporates sufficient problem diagnostic
software to determine the cause of the problem remotely. Often, the best approach is to incorporate progressively deeper loopback
tests to determine the point at which the communication link fails.
This remote diagnostic functionality should be an integral part of your standard software load.