Submitting an RMA Request to
Avocent® Technical Support
Problem
This document provides general information that is required when submitting cases to Technical Support.
Solution
To resolve issues as soon as possible, please include the following information when submitting a support case.
Repair/Replacement (RMA) request for Hardware Product
Avocent® Technical Support offers repair or replacement service for hardware defects that are included in the
hardware warranty policy.
Prior to submitting an RMA request for hardware equipment, please make sure the following checklist has been
performed. Avocent Technical Support does not accept an RMA request unless all information is provided.
NOTE: Avocent Technical Support provides you with an official RMA number only after all troubleshooting is
completed and the RMA request (required to identify the hardware issue) is approved. Do not ship the faulty unit
without an RMA number.
Required Product/Environmental Information

Product part number, serial number and firmware version.

Type of environment, such as a rack (in a data center, small lab or server room), on a desktop and so on.

Physical connection diagram that can be used to reproduce the issue.

Typical ambient temperature running.

Where the product was installed, such as in a rack, on a desktop and so on.

Type of power source, such as PDU, UPS, office outlet, used voltage, phase, grounding and so on.
To Contact Avocent Technical Support: Visit www.avocent.com.
Emerson, Emerson Network Power and the Emerson Network Power logo are trademarks or servic e marks of Emerson Electric Co. Avocent and the
Avocent logo are trademarks or service marks of Avocent Corporation. All other marks are the property of their respective own ers. This document
may contain confidential and/or proprietary information of Avocent Corporation, and its receipt or possession does not convey any right to
reproduce, disclose its contents, or to manufacture or sell anything that it may describe. Reproduction, disclosure, or use w ithout specific
authorization from Avocent Corporation is strictly prohibited. © 2015 Avocent Corporation. All rights reserved.
Submitting an RMA Request to
Avocent® Technical Support
Required Problem Description

Actual behavior (issue).

How often does the issue happen? For example, is it 100% reproducible or once every 10 minutes?

Minimum steps to reproduce the issue, and at which step the actual error is displayed.

Any evidence files to show the actual behavior, such as screenshots, photos, video, LED status and log files
with a time stamp, or anything that will help us identify the hardware issue.

If the issue occurs only when integrating with other products or occurs as a standalone product.

If the issue is reproducible with the latest firmware version.

If the issue is reproducible after a factory default reset.

Expected behavior.

Reference used for the expected behavior, such as the user guide, data sheet, tech note and so on.
Required General Information

Date you purchased the product with proof of purchase.

Date you installed the product.

Date you found the issue and what prior event initiated the issue, such as a power outage.

If the issue was due to a failed firmware upgrade.

Troubleshooting attempted and its result (see the following General Troubleshooting section).

Any temporary workarounds (step-by-step).

For critical issues, how many back up appliance units are available for your environment.
General Troubleshooting

If the product fails to boot up, perform the following and provide the results:
o
Do you see any output or boot message from the local console port during boot?
To Contact Avocent Technical Support: Visit www.avocent.com.
Emerson, Emerson Network Power and the Emerson Network Power logo are trademarks or servic e marks of Emerson Electric Co. Avocent and the
Avocent logo are trademarks or service marks of Avocent Corporation. All other marks are the property of their respective own ers. This document
may contain confidential and/or proprietary information of Avocent Corporation, and its receipt or possession does not convey any right to
reproduce, disclose its contents, or to manufacture or sell anything that it may describe. Reproduction, disclosure, or use w ithout specific
authorization from Avocent Corporation is strictly prohibited. © 2015 Avocent Corporation. All rights reserved.
Submitting an RMA Request to
Avocent® Technical Support
o
Using the provided power cable (in the box of the appliance), ensure all the power cables of the
connected appliances or target devices are grounded properly.
o
Connect the power cable to the appliance securely, detach all cables except the power cable and boot it
up to verify if the issue happens in a minimum setup.

o
Verify the power LED illuminates properly when turning on the appliance.
o
Verify the internal fan condition and if the fan starts working when you turn on the appliance.
o
Verify the kind of power cable you are using and what happens when you swap the power cable/supply.
o
Verify the kind of power source it is and what happens when you change the power source (PDU or UPS).
If the product is inaccessible after booting up (Local Port/Serial Console Port/Ethernet Port Connectivity
issue), perform the following and provide the results:

o
Check if any customized cables or non-supported conversion adapters/devices are not connected.
o
Check the serial console port access with proper terminal setting.
o
Check the port LED status.
o
Check the direct connection to the problem port (without patch panel or firewall).
If the target device (appliance) is inaccessible, perform the following and provide the results:
o
Verify the target device is accessible with a direct connection and without the Avocent appliance.

Try rebooting the appliance.

Try the hardware reset button (if applicable).

Try Flash Recovery or Network boot (loading the same firmware version to flash again).

Try the factory default reset.

Others (Avocent Technical Support may request further troubleshooting).
To Contact Avocent Technical Support: Visit www.avocent.com.
Emerson, Emerson Network Power and the Emerson Network Power logo are trademarks or servic e marks of Emerson Electric Co. Avocent and the
Avocent logo are trademarks or service marks of Avocent Corporation. All other marks are the property of their respective own ers. This document
may contain confidential and/or proprietary information of Avocent Corporation, and its receipt or possession does not convey any right to
reproduce, disclose its contents, or to manufacture or sell anything that it may describe. Reproduction, disclosure, or use w ithout specific
authorization from Avocent Corporation is strictly prohibited. © 2015 Avocent Corporation. All rights reserved.