Case Management

Use the resources on this page to troubleshoot, create, submit and manage a request, and research entitlement and types of RMAs.

Please contact your local technical assistance center if you need immediate assistance.

Create an RMA

Download the RMA Request Form:

In order to create an RMA request, you must create and submit a service request. Once the service request is created you may create and submit a corresponding RMA.

You may request an RMA via the following methods

  • Through Extreme Networks® password-protected eSupport web site.
  • By contacting your local Technical Assistance Center (TAC) via phone
  • By email utilizing the SR email process. Requests submitted via email must have an RMA Request Form included.

An RMA Request Form must be completed before an RMA will be processed.

Submit an RMA

  • If product is determined to be defective the case or call is forwarded to an Extreme Networks Customer Service Representative for RMA creation and submission.
  • RMA order confirmation email is sent to the customer with RMA tracking number information.
  • For Advance Hardware Replacement, the customer receives replacement equipment with instructions on how to return the defective unit.
  • The advanced replacement unit will be sent out the same day the request is made if the request is received before 2:00 PM local standard time. Requests received after 2:00 PM local standard time will be processed the following business day.
  • RMAs are subject to product availability, in cases where products are not available, the customer will be contacted with an estimated time of arrival.

Entitlement

Entitlement is the level of service in effect (either warranty service or purchased support) for a particular unit. Customer Service Representatives determine the service level from the serial number of the device on a service agreement and use the service agreement to create the type of RMA.

  • Cases submitted via eSupport or email automatically go through an entitlement check. Cases not passing the entitlement phase will be placed into a Service Contracts queue.
  • If a customer does not have a valid entitlement associated to the unit in question, the customer will be given the option to purchase a one-time paid replacement or paid repair (per incident services).
  • Products covered under manufacturer's warranty, but older than 90 days, must pay a per-incident charge for problems requiring troubleshooting.
  • Products covered under manufacturer's warranty requiring an RMA will receive 10 business day Return & Replace hardware replacement upon receipt of the failed unit from the customer.

Troubleshooting

Product Failures can be broadly categorized into three groups, and the information collected may vary for each of these categories.

Category I ­ No Power/Switch won't boot/Physical Damage/Console Access Failed/PSU Failed (Hard Failures that may make switch inaccessible) (No replication of failure is needed)

Examples:

Unit does not pass diagnostics: If the customer has performed EXTENDED DIAGNOSTICS on a blade and it fails.

Units that have more than 8 errors after the Packet Memory scan:
Check the SH TECH or SH DIAGNOSTICS for:
* MSM64:11 # sh diagnostics slot 4


------------------------------------------------------------------------
Diagnostic Test Result run on Tue Jan 21 00:09:30 2003
------------------------------------------------------------------------
Slot : 4
------------------------------------------------------------------------
CPU System | Passed
------------------------------------------------------------------------
Registers Test | Passed
------------------------------------------------------------------------
Memory Test
Packet memory test failed
Packet memory test found 8 or more errors **Critical Failure**
------------------------------------------------------------------------
System Test | Passed



Power problems:

If a unit has no LEDs that burn, and no FANS running, it is assumed the PSU is not working. Please check if the PSU is swappable, such as the Summit48si®. In case of a blade (Alpineâ„¢ or BlackDiamond®): No LEDs on, even after reseating and also tested in another slot, the blade needs a RMA.

Failing to boot:

POST Diagnostic error visible in startup of a switch Boot Module 13 AUG 01 v7.2

==========================

Memory Size: 10000000

Press spacebar for boot menu

UART test in progress....
UART test passed.

CPU memory test in progress....
CPU memory test passed.

Uncompressing primary image from flash..........................................
................................................................................
................................................................................
..........................................................................
Start cpu subsystem diagnostic test....passed
Starting Summit7iTx extended diagnostic test....................................
....................
Packet Queue Memory Test failed at address 1....................................
..........................................
Packet Queue Memory Test failed at address 0....................................
.......................................................................failed
Start Summit7iTx extended system test....Expect pkt length: 80, got 339f ! .....
................................................................................
................................................................................
................................................................................
............................................................................failed


Unable to download image to the secondary location:

The following error may appear: programFlashBlock addr = be804000 dev = 73e50000 read 73a50000 image = 8c420000 offset = 0

No output on console port:

If a customer sees nothing on his directly connected PC to the console port, and he has tried another (verified of its working) console cable

Category II - Bad Ports/Bad LEDs/Bent Pins/Fan Failures (Localized failures with switch still operational needs log information)

  • Show Log
  • Show Tech (for units running 6.1.7 and above)
  • Show switch
  • Show Version

Examples:

Error LED on MSM:

The error LED can still be on when the problem itself has gone. Reset with CLEAR LOG DIAG and CLEAR LOG STAT.

NgRxFirst messages:

06/08/2000 22:41.58 ngRxFirst failed WTX1 - (0, eeeeeeee, ffff)


Category III - Checksum Errors/Diag Failures/ Failed Blade/Switch Hangs or Reboots (Diagnostics failures that require further investigation and logs)

  • Show Log
  • Show Tech (for units running 6.1.7 and above)
  • Show switch
  • Show Version

Examples: (log for a task crash)

Task crashes like:

System Serial Number: 0229M00104
Memory Size: 134217728 (128MB)!
Address store Exception
Exception Program Counter: 0x800ce83c
Status Register: 0x34008d01
Cause Register: 0x00000014
Access Address : 0xffffa65f
Task: 0x879ffd80 “tRootTask”


The connection between MSM-A motherboard and I/O module 1 is broken, need to fix immediately.

RMA Types

Dead on Arrival (DOA)

If the unit fails within 24 hours of operation and has a serial number with a date code that falls within 90 days from the date the unit was shipped from Extreme Networks, the unit will be replaced with a NEW unit. A service contract is not required in this case.

RMA Dead on Arrival

If the unit received as a replacement fails within 30 days from the date the unit was shipped from Extreme RMA, the unit will be replaced with an equivalent to new (ETN) unit. A service contract is not required in this case.

Advance Hardware Replacement (AHR)

Replacement product is sent out prior to receiving failed product back from the customer. Advance Hardware Replacement is available NBD (Next Business Day) or within 48 hours (48-hour AHR). A service contract is required in this case. Extreme Networks reserves the right to invoice for any non-returned product at the current list price. Invoices for non-returned products are sent to customers thirty (30) days from the date the replacement product shipped. Advanced Hardware Replacement is also available as a paid per-incident service (part number 90113).

4 Hour Service

Replacement of hardware product will be replaced within 4 hours - after the log and submission of the RMA. Further technical support assistance after hardware replacement may be needed in restoring operation to the network. Premium service delivery starts once the problem has been determined to be a hardware issue. A service contract is required in this case.

Return & Replace

Upon receipt of the defective product, Extreme Networks will ship a replacement unit within 10 business days. A service contract may required in this case unless the product is covered by a valid manufacturing warranty. Return and Replace service is also available under per-incident paid replacement (part number 90111).

Return & Repair

Defective product is returned to Extreme Networks; upon receipt of the defective product, the unit will be repaired and shipped back to the customer within 30 business days (45 days for Japan). Return and Repair is available as a paid per-incident service. Customers requiring the same serial number in return should select this service level (part number 90117).

Returned Goods

Anytime a product is determined to be defective, and is either determined to be under a valid service agreement or a paid per-incident service agreement, an RMA is generated. All returns must be processed using the RMA number provided.

Extreme Networks reserves the right to invoice for any non-returned product at the current list price. If you are unable to return the failed unit within 30 days, please contact our Asset Recovery team for an approved extension.

Email address: ahrprogram@extremenetworks.com

Note: Returns must be sent back to the corresponding RMA Depot:

Returns coming from all areas (except for locations that have a regional depot listed below) must be sent to the following address:

UNITED PARCEL SERVICE
2230 Outer Loop, Building 4, Dock 427-429
LOUISVILLE, KY
40219
United States

Please be sure to reference the RMA# on all packages or your defective product may be returned to you.

For inbound defective material, please be sure to reference the RMA# on the package or you may experience delays in processing of your return.

ARGENTINA CHINA EMEA
RMA # RMA # RMA #
UPS SCS Argentina SRL
Cuyo 2870
B1640GIR Martinez
Buenos Aires
Argentina
FAQs 		China Way Logistics Co., Ltd.
2# Storeroom Bo Yuan Storage,
Dong Fang Sheng Ze Warehouse
1# Xi Zhi He Middle Road
Chao Yang District, Beijing, China		 Extreme Networks BV
UPS - SCS
Stanleyweg 8-10
5928 LR Venlo
The Netherlands
Acct # 98605
     
JAPAN PHILIPPINES  
RMA # RMA #  
Expeditors Japan
c/o Shinkai Corporation
Narita Distribution Center
614-1 Heizohata, Yamada-aza
Shibayama-cho Sanbu-gun
Chiba 289-1606
Japan		 UPS INTERNATIONAL INC
UPS-Intra Asia Hub Civil Aviation Complex
Diosdado Macapagal International Airport,
Clark Field,
Pampaanga
Philippines 2009		  
     

3 easy steps:

    Fill in the requested information
  • Send completed form to your regional TAC with "RMA" in the subject line. This will be the only way that the TAC will be able to identify these and honor the 5 business hours response SLA.

Once the completed RMA Request Form has been received by Extreme Networks, a TAC representative will contact you within 5 business hours to open a Service Request (SR) and RMA on your behalf.

Please contact your local technical assistance center if you need immediate assistance.