Diagnosing HYFIX Hardware Issues (WB200 & MGW310)

This guide explains how to identify whether your HYFIX WB200 or MGW310 device is affected by the recently reported hardware issue, which impacts 3,990 units.

How to Know if You’re Affected

 

Check your device serial number

• Locate the serial number on the bottom of your unit and compare it to the ranges below:

• WB20000001 → WB20002208 (inclusive) — 2,208 units
• WB20003057 → WB20004838 (inclusive) — 1,782 units

 

If you fall into the affected ranges there are two outcomes. 

If your unit is working fine and rewards have not significantly dropped or range. You will need to fill a form to get a ESD adapter to prevent damage to the unit. HeliumDeploy customers can fill the form here: HeliumDeploy ESD Adapter Form

 

If your unit has significantly dropped in rewards or range, you will need to fill the following forms. A replacement unit is most likely required.

First fill out this form: HYFIX RMA Form. You will get a ticket number from HYFIX. You need the ticket number to complete the second form here: HeliumDeploy RMA Form

 

There is currently a high volume of requests so response times are around 2 business days.

If you are replacing a WB200 or MGW310 station:

There's a couple steps to follow since it's a new unit your hex will be locked to the old unit.

• Keep your current dashboard station active until your new device has arrived and is ready to install.
  • Deleting it too early will unlink the device and release your hex, making it available for someone else to reserve.
• Once your replacement device is in hand:
  • Delete the existing station from your Wingbits dashboard.
  • Refresh the page.
  • Create a new station in your Wingbits account using the same location as before.
• This will start a new 48-hour reservation period to complete onboarding and link your new device.
  

 

If you are replacing a MGW310 station(extra step):

Don't do these steps until you have the replacement unit in hand already.

• Deregister the old unit from the GEODNET console.
  
• Register your new MGW310 on the GEODNET console to activate it.

 

If You’re Not in the Affected Range

No action is required if your device serial number does not match the ranges above.

How to install the ESD Adapter:

Installing the ESD adapter is straightforward (aside from retrieving the unit from your roof or other location). Simply:

1. Power down and unplug the unit.
2. Unscrew the antenna.
3. Insert the adapter between the antenna and the unit.