How to Submit an RMA Request with Support
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Created On 02/11/22 21:22 PM - Last Modified 09/26/23 01:47 AM
Objective
Once you have identified a hardware failure you can proceed to request an RMA by providing the supporting information and any attachments when opening a Support Case for TAC to review.
Environment
- Palo Alto Hardware
- RMA Request
Procedure
- Collect any supporting information (ex. CLI output) and/or files (ex. Tech Support). See KB's below for example of information to collect.
- Gather the RMA shipping information to be included in the case description
Serial No. of device:
RMA Shipping Company Name:
RMA Shipping Address:
RMA City:
RMA State/Province:
RMA Country:
RMA Zip/Postal code:
Site contact:
Site phone:
Site email:
Asset Recovery (Information for person to contact if the defective device is not returned within 10 days)
Asset Recovery Contact:
Asset Recovery Phone:
Asset Recovery Email:
- Sign into the Customer Support Portal and open a Support Case with the following information.
- Case Subject: Requesting RMA for (indicate failed hardware)
- Case Description: Provide the reason for submitting an RMA Request along with any supporting information such as CLI output, and the RMA Shipping info
- Attach any collected files by opening the newly created case and attach any supporting files.
- Support will review the information and follow up on the case.