This solution answers common questions about the Riverbed RMA (Return Material Authorization) process.
I am having a problem with a Riverbed hardware component. What do I do?
Contact Customer Support. A Support Engineer will help you diagnose and troubleshoot the problem. If the engineer confirms a hardware failure, they will provide an RMA number and instructions for you to use to return the hardware for replacement.
How do I return the failed hardware to Riverbed?
Customers are responsible for returning the failed hardware to Riverbed within 30 days of replacement. If the defective unit is not returned within this time, Riverbed will invoice the customer for the contract price of the replacement unit. For customer shipments, the customer assumes the risk of damage or loss in transit.
Tip: You can find shipping instructions (and shipping labels for Gold and Platinum RMAs for European Union countries) in the Case Details pages of the support web site.
Use the shipping materials from the replacement hardware to package the failed components. Include all accessories, such as power cords and bypass cards, with the shipment.
Be sure to clearly identify the RMA number on the outside of the box with your returned hardware.
What is the difference between RMA and Cold Spare Contract Swap?
Cold spares should follow the same process as RMAs. However, rather than waiting for the replacement shipment from Riverbed, you can install your spare at the time you make the RMA request to Riverbed. The replacement which Riverbed ships will then become your new spare unit.
You must advise the Riverbed engineer at the time of the RMA request that there is a spare being used. The production unit must be under an active contract and of the same hardware configuration as the spare. Riverbed will administer the contracts accordingly.
I have misplaced the shipping materials that came with my advance replacement. What should I use?
If you have misplaced your shipping carton or packing materials, please use sufficient packaging to ensure that the returning hardware is not damaged during transit. If you would like to request a new shipping carton or packing materials please contact the RMA department at: tech-support-rma@riverbed.com
Where do I ship the failed unit?
When you report a hardware failure, Riverbed generates and RMA number and will email you instructions for returning the hardware, including a shipping address. Include the RMA number on the outside of the box with the returned hardware. You can also find instructions online as part of the case information.
If you are unsure of the appropriate location to ship the unit or the RMA number, please contact the RMA department at: tech-support-rma@riverbed.com
Important: Do not return defective RMA hardware or expired evaluation hardware to the origin of shipment listed on either the packing slip from the original shipment or the advance replacement shipment. Shipping back to the sender may cause the unit to get lost or misplaced at the responsibility of the customer. Contact the Riverbed RMA department for the appropriate shipping destination.
What happens to the maintenance and licenses attached to the failed hardware?
During the RMA process, existing maintenance contracts and options (such as licenses) are transferred the new hardware. License keys are re-sent when the replacement is sent from the depot.
Why doesn't the replacement unit exactly match the failed unit?
Whenever possible, replacement systems match the failed unit exactly. For speedier replacement, occasionally the replacement model will have slightly different options. This happens when the replacement is ordered from a supply depot with limited inventory. In these cases, the decision is made that it is more important to have a similar replacement unit shipped right away than to wait several days to get an exactly configured replacement manufactured and shipped.
If you receive a replacement unit that doesn't exactly match your failed unit, consider one of these options:
- If you require different power cords for your region, use the power cords from the failed unit.
- If you require a different type of bypass card, use the bypass card from the failed unit. See the Bypass Card Installation Guide on the Riverbed Support Site (https://support.riverbed.com/docs/index.htm) for installation instructions.
- If you require a different version of the software, download the desired version from the Riverbed Support Site (https://support.riverbed.com/software/index.htm).
Will Riverbed help install the replacement hardware?
Customers with Platinum Support receive on-site support for replacements. Other customers are responsible for replacing their own hardware. The Riverbed Support Site provides documentation about installing and configuring SteelHead appliances and related components.
What happens to the data on the failed unit?
Hardware returned to Riverbed will be analyzed to understand the cause of the failure and, if possible, re-manufactured and restored to its original state. During this process, references to your data are completely erased.
If you are concerned about sensitive data that may be on a failed hard disk, you have a few options:
- Dispose of the disk drive yourself and purchase a replacement drive.
- Remove the disks from the appliance and use your own disk wiping utility and ship the components back to Riverbed.
- Purchase a Non-Return Disk return contract uplift for the service contract.
- If you wait for the time of failure then you can pay for the drive(s) at list price minus any applicable discounts.
Is the replacement hardware new?
Riverbed may replace or repair the product with either a new or reconditioned product.
My replacement SteelHead or component has not arrived. Where can I obtain a status on the shipment?
You should have provided a contact name, shipping address, and email address to the Support Engineer you corresponded with regarding your case. A confirmation email with the tracking number of the replacement shipment will be sent to the email you provide. If not, please contact the Support Engineer who has managed your case.
Will I receive the new Rack Rails for the RMA unit or shall I reuse the existing Rack Rails?
Use the existing Rack Rails of the old unit as the new RMA unit doesn't ship with the Rack Rails.
* FOR SILVER SUPPORT REPLACEMENTS
If you have purchased Silver Support level service for your SteelHead product, you are not eligible to receive an advance replacement for the defective unit or component. You must first ship the defective unit or component back to Riverbed to the address provided by the RMA department and at your own expense. Once the package has been shipped and is in transit, email the RMA department at tech-support-rma@riverbed.com with the tracking number of the shipment. This will ensure the release of the advance replacement order to ship.
