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How to determine if an RMA is required

  [KB6508] Show Article Properties


Summary:

This article steps you through a series of questions to help determine if an RMA is required. 

Symptoms:
 
Cause:
 
Solution:

Before an RMA can be issued, answers to the following questions are required to determine if replacing the device will resolve the issue. 

  1. Does the power light come on?
    • Yes - Continue with Step 2.
    • No - Try another power cable and outlet that has been confirmed to work with another device.  Jump to Step 5.
  2. If your device has a status light, does it blink green?
    • Yes - Continue with Step 3.
    • No - Jump to Step 5.
  3. Do you have access to the console?
    • Yes - Is there any output on the console? If so, save the information to a file.
      Additionally capture the Request Support Information (RSI) output if the device is running Junos, or capture the get tech output if the device is running ScreenOS.
      Continue with Step 4.
    • No - Continue with Step 4.
  4. Is the link light on when an interface is connected?
    • Yes - Continue with Step 5.
    • No - Try a different switch/hub port and another cable that has been confirmed to work with another device.
  5. Open a case at Request Support, and include the answers to the following questions:

    • Has any new equipment been added to the network recently?
    • If you recently upgraded or downgraded software, were you seeing issues prior to the upgrade or downgrade?
    • Does traffic flow through the device? 
    • About how long did the system run before failure? 
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