Ultracom R10 - Support – Ultracom

Product support

ultracom R10

UPDATE 9.13.2018: Ultracom R10 1.0 software update

Software version: B2 (v.1.1)
Release date: 9.13.2018
Contents: 

  • Fixed: adjustments to the led indications.
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SOFTWARE UPDATE INSTRUCTIONS

Before updating the device, make sure that the device has full battery installed and that it is turned on.
The update is done using the Ultracom application. Update your Ultracom R10 device under the application’s “update device” feature.

NOTE! Only the main user of the device can make the update. Make sure that the SIM-card on the R10 device can use mobile data.

USER GUIDE

  • 1. Introduction
    • ← Back
      • Dear customer,

        Thank you for purchasing an Ultracom R10 device. We work hard to bring you the best quality and most reliable tracking devices. We are confident in the quality of our devices and therefore grant two-year warranty for the device. You can find the most up-to-date version of the manual on our website.

        We wish that you and your dog have a great experience with your new Ultracom device. We welcome you to share the adventure – Ultracom Share The Adventure.

  • 2. General safety and maintenance instructions
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      • Please read this instruction manual carefully before using the device. The warranty does not cover damage caused due to improper use of the device. When you are familiar with the handling of the device, you will know how to use it correctly, safely and as diversely as possible.

        Warning: risk of explosion if the battery is replaced by an incorrect type.

         

        Warning: note the polarity on the battery and battery casing.

         

        Warning: Collar surface may become hot if used at high ambient temperature.

         

        Notice: High intensity light emitted from beacon light. Do not stare at operating light.

      • Only use safe and approved 3.7 V 18650 Li-Ion batteries and chargers that are recommended by the manufacturer. The battery should be equipped with a protection chip. You can get recommendations for batteries from authorized Ultracom retailers or directly from the manufacturer.

        Please note the (+) and (-) markings as you are installing a battery into the device or a charger. In order to get the longest life out of your batteries, only charge them when necessary. Additionally, do not leave batteries unused for long periods of time. Always follow the recommendations of the battery and charger manufacturer.

        Charge the batteries before using the device. It is recommended that the batteries are removed from the device after each use.

        The capacity and operating time of the batteries is reduced when they are under heavy use or remain unused for long periods of time. This can be alleviated by

        using a smart charger. Smart chargers can be acquired from well-equipped electronics stores. It is recommended that the batteries are replaced each year to ensure you can use the device without issues and for long periods of time.

      • The maps may contain incorrect information, the position given by the device may be inaccurate, or issues may occur when acquiring a position.

        Several factors can affect the accuracy of a location device such as unfavorable position of satellites, large buildings, natural obstacles and prevalent weather conditions. The positioning system should never be used to ascertain an exact location, nor should a GPS system be trusted as the only tool in providing an exact location.

        Note! Always acquire at least one position from the device before releasing the dog so that you can verify that the batteries are sufficiently charged and that the device is operating normally.

        You can attach a walking leash to the attachment point on the Ultracom R10 device. The attachment point is intended for short-term use only.

        The collar can be washed without using chemical detergents.

        The detachable collar part is replaceable and it can be cut to a shorter length. Do not cut between the electronics casing and the battery casing.

  • 3. Starting up and using the device
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      • To install the collar into the device, thread the collar carefully into the device with the tip facing forward, beginning at the battery casing. Gently slide the collar in place and make sure that the buckle comes as close to the battery casing as possible.

      • Depending on the country of use, your device might come with a pre-installed SIM card. You can use the pre-installed card or replace the card with your own. Read more on the pre-installed SIM card from the leaflet that came with the device.

        The SIM card used in the device must be able to send and receive text messages and to use mobile data. A SIM card with multiple phone numbers should not be used.

        Note! The SIM card used in the device should be an official pre-cut Nano SIM card supplied by the service provider.

        If you want to use your own SIM card in the device, it is recommended that you remove the SIM card lock from the card (PIN query). The device can disable most PIN codes preset by service providers, which removes the need to disable the SIM card lock in some situations. If the device cannot disable the SIM card lock after starting up, the red LED will remain lit. In this case, disable the SIM card lock using a mobile phone. More info on disabling the SIM card lock can be found on the instruction manual of your mobile device.

        In order to install the SIM card, first open the SIM card cover using the tool provided with the device. If there is a pre-installed SIM card, remove the card by gently pressing the card inwards using your fingernail. The card springs out from the SIM card reader.

        Install the new SIM card into the reader by gently pushing the card into the SIM card reader until the card locks in place. Set the SIM card cover in place, facing as shown in the picture Carefully tighten the screws evenly using the provided tool. Do not use excessive force when tightening the screws.

      • Charge the battery before installing it in the device. Remove the battery cover by turning it counter-clockwise and place one 3.7 V 18650 size Li-Ion battery in the battery casing. Take note of the (+) and (-) markings on the battery and the battery casing. Close the battery cover by turning it clockwise. Only batteries that are approved by the manufacturer and equipped with a protection chip should be used in the device.

      • The device’s power is turned on by bringing the ON/OFF icon on the battery casing next to the ON/OFF icon  on the electronics casing. A green LED light illuminates for three seconds indicating that the device is turning on. When the LED light stops illuminating, you can detach the ON/OFF icons.

        Note! If the battery level is between 25-75%, instead of the green LED-light a white LED light will illuminate. If the battery level is under 25%, instead of green or white LED a red LED light will illuminate. See more info on device function indication lights in chapter 3.7.

        After the device has started up, take the device outside where it has non-obscured view to the open sky and the satellites.

        A green LED light on the device will start to blink once per second indicating that the device is searching for satellites. When the device has found satellites, the LED light starts to blink once every three seconds.

        Note! If the SIM card on the device is installed incorrectly or the device cannot disable the SIM card lock, the device won’t start and the red LED light illuminates continuously.

      • The Ultracom mobile application is required to use the device. Open your mobile device’s application store (Android: Google Play, Apple iOS: Apple App Store) and search the store using the keyword “Ultracom”. Download and install the Ultracom application. Start up the application and proceed with registration.

        After the registration is complete, open the main menu of the application and select “Devices”. On the device screen select the “Add…”/ “+” icon (selection depends on the mobile device’s operating system). From the list select “Search from service”. The application requests “device ID number”, which can be found on the first page of this document on the device type sticker. Device ID number can also be found under the detachable collar part of the device on a separate sticker. Input other necessary information like device password and name and select “Save”. Select the device from the device list, and the location of the device appears on the map.

        All of the Ultracom application functions are presented in the application manual, which can be found on our website.

      • When you have completed the setup of the device, you can attach the collar on the dog. Tighten the collar to a suitable tightness and fasten the buckle carefully. Place the

        device on the dog’s neck so that the battery casing remains underneath the dog’s neck and the external antenna is facing rearwards.

        The position of the electronics casing on the dog’s neck will vary depending on the thickness of the dog’s neck.

        Note! Always acquire at least one location from the device before releasing the dog so that you can verify that the batteries are sufficiently charged and that the device is operating normally.

      • The device is turned off by bringing the ON/OFF icon on the battery casing next to the ON/OFF icon on the electronics casing. A green LED light will illuminate for three seconds indicating that the device is turning off. Hold the icons next to each other until the device LED stops illuminating. It is not necessary to remove the battery from the device. However, it is recommended not to leave the battery inside the device for extended periods.

         Note! If the battery level is between 25-75%, instead of the green LED light a white LED light will illuminate. If the battery level is under 25%, instead of green or white LED a red LED light will illuminate. See more info on device function indication lights in chapter 3.7.

      •  

        The device indicates different functions and battery level as follows:

        DEVICE STATUS GREEN LED RED LED WHITE LED INFO
        Device turning on illuminates for 3 seconds (battery level over 75%) illuminates for 3 seconds (battery level under 25%) illuminates for 3 seconds (battery level 25-75%) Indicates that the ON/OFF icons are next to each other
        Device turning off illuminates for 3 seconds (battery level over 75%) illuminates for 3 seconds

        (battery level under 25%)

        illuminates for 3 seconds

        (battery level 25-75%)

        Indicates that the ON/OFF icons are next to each other
        Searching for satellites blinks once per second blinks once per second

        (battery level under 25%)

        Device is searching for satellites
        Normal functionality blinks once every 3 seconds blinks once every 3 seconds

        (battery level under 25%)

        Satellite and data connection found
        Initialization illuminates continuously First time use. Data connection OK and device can be added to the Ultracom application.
        Device error illuminates continuously Device error. For example, no SIM card found or the SIM card lock is on (PIN query).

         

  • 4. Other functions
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      • The collar part of the device is replaceable and can be cut to a desired length.

        Hold the device in one hand by the device’s battery casing, with the battery casing and the buckle facing towards you. Pull the buckle towards you gently to slide the collar out from the device. To install a new collar into the device, thread the collar carefully into the device with the tip facing forward, beginning at the battery casing. Gently slide the collar in place and make sure that the buckle comes as close to the battery casing as possible.

        You can also shorten the collar by cutting it to the desired length. Do not cut sections of the collar between the casings!

      • The device has an external GSM antenna for the best possible GSM reception. Antennas are sold as separate accessory by Ultracom resellers. The antenna is replaceable by the user. Follow the instructions that come with the antenna.

        Note! Only use antenna accessories that have been made by Ultracom Ltd. Using third-party antenna accessories can void the warranty.

      • Ultracom R10 device firmware can be updated through the Ultracom application. The device must be connected to a mobile data network, and the initial setup of the device must be done before sending the update command. The device firmware update is done through the application’s “info&settings” menu by selecting “Firmware version”. The Ultracom application will guide you through the updating process. More info can be found in the Ultracom application’s full manual on our website.

  • 5. Technical information
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      • Type: Ultracom R10

        Battery type: one 3.7 V 18650 Li-Ion

        Operating temperature: -15 °C … + 55 °C

        Weight: without/with battery 280/323 g

        Waterproof: 0.5m/30min

        Operating time: approx. 65 h

        Locating method: GPS/Glonass

        GSM: 900/1800 MHZ

        Warranty: 2 years

        Country of manufacture: Finland

         

        All rights reserved.

        Hereby, Ultracom Ltd. declares that the radio equipment type Ultracom GSM 900/1800 MHz GNSS tracking device is in compliance with Directive 2014/53/EU. More info: www.ultracom.fi/support

        The device has been manufactured after 13 August 2005. At the end of its life cycle, the device must be taken to a recycling point for electric and electronic devices.

        Manufacturer:

        Ultracom Ltd.
        Takatie 6, 90440 Kempele
        FINLAND
        tel. +358 10 666 4800
        info@ultracom.fi
        www.ultracom.fi
        www.sharetheadventure.net

        For questions or inquiries, please contact your local distributor or reseller first.

  • 6. Responsibilities and guarantees
    • ← Back
      • The guarantee terms, conditions and instructions are described in the following chapters in accordance with the Consumer Protection Act in the event the device does not work as expected.

        If your Ultracom R10 product needs warranty service, please first contact our product retailer or technical support. The manufacturer’s warranty does not cover the indirect costs caused by the use of the product. The manufacturer is not responsible for the operation of third-party software or hardware. Ultracom Ltd. has the right to either completely shut down a single account or, alternatively, limit the activity of individual client account upon suspected improper usage.

        Ultracom reserves the right to change the pricing of the services, without specific notice, where the pricing depends on the service prices of third-party providers. If they differ substantially from normal prices, Ultracom is entitled to change the price for the service without prior notice. Ultracom is not responsible for the compatibility of the mobile devices (mobile phones or tablets) and the software.

        The devices may only be used for the purposes mentioned in the user manual. The warranty does not cover device failures due to the improper use or careless storage of the product or defective batteries.

        Only safe and approved 3.7 V 18650 Li-Ion batteries with a protective circuit recommended by the manufacturer may be used in the device. The use of batteries without circuit protection may cause damage to the equipment and/or pose a danger. Ask for battery recommendations from authorized Ultracom retailers or directly from Ultracom.

        The manufacturer is not responsible for the operation of products from third parties that accompany the device and are not related to Ultracom Ltd., Ultracom or other product brands managed by Ultracom Ltd.

        The warranty policy declared by each manufacturer is applied to these devices. These products include phones, batteries, chargers and Bluetooth modules. Ultracom assumes limited responsibility for the operability and user support of the above-mentioned products. Ultracom is not responsible for the accessories or guidelines accompanying these devices.

        The device can send data such as location data, firmware information, phone number of the user etc. to Ultracom Ltd. and/or partner of Ultracom Ltd. By starting to use the device you accept that information is sent to and stored at Ultracom and/or partner of Ultracom. This info is saved so that the user can see the location of the device in real time and later on (acquire the tracking history). All information can be erased permanently from Ultracom with a written request.

        Manufacturer

        Ultracom Ltd.
        Takatie 6, 90440 Kempele
        FINLAND
        tel. +358 10 666 4800
        info@ultracom.fi
        www.ultracom.fi
        www.sharetheadventure.net

        For questions or inquiries, please contact your local distributor or reseller first.

         

      • If the Product* proves to be defective during the warranty period because of faulty materials, workmanship or design, the manufacturer and/or manufacturer’s authorized service agent will repair the Product* without charge for work or parts within reasonable time.

        This warranty is valid only when this warranty document or other proof of purchase (indicating the product purchase date, the product serial number and the seller of the product) is presented together with the defective Product*.

        The manufacturer and/or its authorized service agent may refuse to repair the product if any of the above-mentioned supporting documents are not presented.

        This limited warranty is valid only in the country where the Product* was purchased and provided that Ultracom has intended its placement for sale in the country at issue.

        The warranty begins when the Product* is first sold to the end user. The Product* often consists of several different parts and the different parts/products may be subject to different warranty periods:

        • Ultracom R10 device two (2) years from the date of purchase of the product, with the exception of the antenna, which has warranty of one (1) year from the purchase date of the product.
        • One hundred eighty (180) days for the software supplied with the Product*.
        • The accessories supplied with the Product* are covered by the warranty policy of the manufacturer for the product at issue.

        What the manufacturer does not provide warranty coverage for

        1. Wear and tear from normal use.
        2. Defects caused by the conversion or modification of the product.
        3. If the Device* is opened, the device warranty will immediately terminate.
        4. Defects caused by the erroneous use or storage of this Product*.
        5. Damage caused by the use of batteries that are connected incorrectly or not in accordance with the manufacturer’s recommendations.
        6. Repairs made by the customer or retailer itself without authorization from the service agent. See paragraph three (3).
        7. Accidents or other similar reasons outside of the control of the manufacturer (force majeure).
        8. Ultracom specifically disclaims any warranty to any separate plugin delivered with the Product*.
        9. The usage of spare parts that are not officially manufactured by Ultracom can void the warranty of the device. These include SIM covers, battery covers and antennas.

        This warranty does not impact rights under the applicable national laws of the consumer or rights of the consumer against the seller arising from the purchase/sale agreement.

        The reproduction, distribution, or storage of all or a part of the contents of this document without the written permission of Ultracom is prohibited. Other product and company names mentioned herein may be the trademarks or trade names of their respective owners. Ultracom applies a policy of continual development and thus reserves the right to make changes and improvements to any product, feature or appearance of the Product* described in this document without prior notice.

        Ultracom is not liable for any direct or indirect damages, including loss of data or income. The contents of this document are provided “as is”. Its accuracy, reliability or content does not provide any express or implied warranty, nor, specifically, guarantee its marketability or fitness for a particular purpose, unless otherwise specified by public policy legislation.

        Ultracom reserves the right to revise this document or withdraw it at any time without prior notice. The features, functionality, or use of the features listed in this User Guide are subject to change as a result of development of the Product*. The availability of the Product* may vary by region. You can get additional information from your authorized Ultracom retailer.

        *Product/Device = Ultracom R10

      • The symbol marking this device or its packaging means that the device should not be treated as household waste. Instead, the device should be placed in collection and recycling point for the recycling of electric and electronic equipment.

        By ensuring the proper recycling of the device, you can help prevent potential environmental and human health hazards that might otherwise be caused by its inappropriate handling.

        For more information about the processing and recycling of this product, please contact your local environmental authorities, waste disposal service or the store where the device was purchased.

      • This symbol means that the batteries may not be placed into normal household waste.

        Ensuring that the battery is removed from use in an appropriate manner prevents possible adverse impacts on human health and the environment that the incorrect disposal of batteries can cause.

        The recycling of materials helps preserve natural resources. In order to ensure that the product removed from use will be properly handled, the product should be brought to a collection and recycling point for electric and electronic equipment removed from use. Bring the battery to the collection point for batteries.

        You can get additional information about the recycling of batteries from your environmental authority, household waste disposal service or the store where you purchased the product.