Zonar 2010™ Service Bulletin: Customer Advisory and Resolution

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** Mandatory Firmware Update **

OVERVIEW

Zonar engineering has identified an issue with Zonar’s 2010 firmware where the 2010 device will be inoperable starting January 1, 2020. This device is dedicated for EVIR® inspections. Tablets, GPS and other Zonar devices have not been impacted.

Our development team is currently working to resolve the issue as soon as possible. Please note that our call volumes have escalated and you may experience longer hold times than usual. We are working as quickly as possible to respond to all of them. 

We sincerely apologize for any inconvenience you may experience during this time and we appreciate your patience while we work diligently to quickly resolve this issue. 

2010-RDS.png

This image shows a 2010 hand-held device sitting in a Reader Download Station (RDS).

INSPECTIONS IN THE INTERIM

While your drivers are unable to perform their inspections electronically, please have them revert back to paper forms to ensure compliance. If you don’t have paper forms or require a refresh on requirements, visit the FMCSA driver inspection reports site for additional details conducting proper inspections, including a sample Driver’s Inspection Daily Vehicle Inspection Report. Additionally, we encourage you to check your state inspection requirements.

SERVICE RECOMMENDATION

We have developed a solution and quality assurance has validated the firmware fix. To fix the issue, each 2010 device must be updated with new firmware. This device doesn’t provide for over-the-air updating of firmware.

Update Procedure – Best Practices

There are two recommended best practices to update the device firmware. Continue reading for instructions on both options.

  1. Zonar Reader Download Station
  2. Request Return Merchandise Authorization (RMA) of 2010

To help you make the best option for your business, here are the differences between the two options for updates:

 

Self-serve

Estimated Time to Update

Option 1

Reader Download Station

Yes*

3-6 minutes/device

Option 2

Return Merchandise Authorization

No

3-5 business days

(including shipping & handling)

*Reader Download Station (RDS) required.

Option 1: Self-serve with a Reader Download Station (RDS)

The RDS allows the 2010 to update firmware and vehicle inspections. If you do not have a RDS but would like to use this option, contact Customer Success at 1-877-843-3847 or email us at customercare@zonarsystems.com so that a RDS can be shipped to you.

Steps to Update with a RDS

  1. Collect all 2010s from vehicles and consolidate in a central staging location.
  2. Contact Customer Success for your configuration file.
  3. Watch this short video tutorial on using a RDS to update your 2010 firmware: ZonarCom 3 - Programming a 2010 Handheld
  4. Install ZonarCom 3 software on a PC with a RDS.
  5. Program your 2010.

Option 2: Request Return Merchandise Authorization (RMA)

The RMA process may be used for customers who do not have access to a RDS and prefer Zonar to do the updating. Zonar will incur all costs of round trip shipping.

 Process to Request RMA

  1. Collect all 2010s from vehicles and consolidate in a central staging location.
  2. Contact Customer Success
  3. Provide the following details:
    • Your account code: if unknown, check the upper right hand corner in Ground Traffic Control
    • Reason for return: 2010 firmware upgrade
    • Shipping address (Note: cannot ship to a PO Box)
  4. Once Customer Success has been notified, you will receive an email containing:
    • Your RMA number
    • Directions on how to proceed
    • A PDF of a shipping label to be printed and affixed to the package being returned
  5. Upon receipt of your 2010 device(s), a Zonar technician will update the firmware and expedite the updated 2010 device(s) back to your location.

We sincerely apologize for the inconvenience. Please contact Zonar Customer Success at 1-877-843-3847 or email us at customercare@zonarsystems.com with any questions.

Regards,

Zonar Customer Support

 

Additional articles about using ZonarCom 3:

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