Riverbed RMA Procedure for Hardware Replacement
In case a Riverbed customer requests hardware replacement (RMA) the customer must provide the information requested in page 8 and 9 of the ”Support Brochure Riverbed Customer Support” (type page 10 in pdf) to RanTek before an RMA request can be made to Riverbed, and Riverbed acknowledges that a hardware problem exists. All the information must be provided before the RMA can be approved by Riverbed. The purpose of this procedure is to check the following: • Is the problem related to anything other than a hardware error? The Hardware Replacement equipment will not be sent from Riverbed until all the information has been provided in accordance with the above procedure, and Riverbed has approved the information and issued an RMA number. In addition the customer must provide one or more of the following: A system dump, TCP dumps from the Riverbed unit in question, log files, configuration files and other relevant information. In practice this means that the customer must get the above-mentioned system information via remote access. If remote access is not possible, local qualified staff must carry out this task in the local office. In practice this means that qualified staff must switch the unit off/on and dump the output via a consol cable when the unit boots and forward this information. In case no such staff is available we recommend buying a Console to Ethernet converter, which enables network access to a console port on the Riverbed unit, allowing remote troubleshooting of the unit.
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