Technical Tip: How to proceed to request a RMA when a device is non-responsive

Description

This article describes information required to request a RMA replacement when the device is non-responsive.

Scope

All Fortinet hardware products with Management Interfaces.

Solution

RMA technical approvals procedures are similar to all Fortinet hardware products:

• Provide appropriate diagnose outputs to confirm device failure and confirm correct product data (Serial number and product number).

See other articles on the Knowledge Base via the search feature to find appropriate diagnosis commands for the product.

• If the device is completely non-operational, photo and video will be requested to confirm product data and product behavior in order to proceed to RMA technical approval.

Make sure all device tags can be read easily on the photos and video. If a video is provided, make it short and document any abnormal LED behavior if any.