# Troubleshooting

When handling multiple projects and devices, it is important to follow an approach where we can log every piece of information possible in a document to investigate the devices that are said to be faulty or non-working. 

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The following steps will help both the Customer/Client and our Support team to investigate and resolve the issues/errors in a quick and timely manner. 

Always do analysis as soon as you can, especially when you don't log the history in your platform, Sigfox by default keeps only 30 days of message history and it is complicated to analyze anything without history. Do not delay or store the devices aside and try later.<br>

Please specify and distinguish between the RMA devices if they are API 6 or API 7/NEXT devices.&#x20;

* API 6 Devices names start with SIMPLExxxxx; Firmware starts with 6.X.X
* API 7/NEXT Devices names start with NEXTxxxxxx; Firmware starts with 7.X.X <br>

Why do you need to distinguish between API 6 and API 7? - Because they are two different families of devices and have to be handled differently.&#x20;

*80 percent of issues are related to network coverage*

*10 percent of issues are related to not understanding the device's behavior properly*&#x20;

*5 percent of issues are related to physical damage or operating outside the operating range*

*Very rarely is an issue related to a bug in the firmware or hardware malfunction*<br>

Each batch that is produced gets 3 steps of verification/testing

1. We test the firmware, configuration, and hardware for consumption and intended behavior against the Expected behavior and consumption.\
   Sometimes, this can cause an issue because the configuration cannot be fully tested if the customer pressures us with time and to deliver quickly. It is rare but happens and then additional reconfigurations after production are needed.
2. Firmware flashing and hardware testing are always done to eliminate any hardware issues.
3. End-product testing with final batteries to test the device's behavior and eliminate any battery or mechanical assembly issues.

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[Troubleshooting process](/kb/provisioning-and-device-setup/troubleshooting/troubleshooting-process.md)
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