Pulse Secure MAG2600, Hardware Manual

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MAG Series Pulse Secure Gateways Hardware Guide
© 2016 Pulse Secure, LLC., All rights reserved. 74
Return Procedure for the Pulse Secure Gateway
If a problem cannot be resolved by the GLOBAL CUSTOMER SUPPORT technician, a Return Materials
Authorization (RMA) is issued. This number is used to track the returned material at the factory and to return
repaired or new components to the customer as needed.
NOTE: Do not return any component to Pulse Secure, Inc. unless you have first obtained an RMA number.
Pulse Secure, Inc. reserves the right to refuse shipments that do not have an RMA. Refused shipments will
be returned to the customer via collect freight.
To return a Pulse Secure Gateway or component to Pulse Secure for repair or replacement:
1. Determine the part number and serial number of the Pulse Secure Gateway or component.
2. Obtain a Return Materials Authorization (RMA) number from GLOBAL CUSTOMER SUPPORT.
NOTE: Do not return the Pulse Secure Gateway or any component to Pulse Secure unless you have
first obtained an RMA number. Pulse Secure reserves the right to refuse shipments that do not have an
RMA. Refused shipments are returned to the customer via collect freight.
3. Pack the Pulse Secure Gateway or component for shipping.
NOTE: Service modules are paired with fan trays and hard drives. When you return a service module
via RMA, you will receive a new service module, fan trays and hard drives. When you return the service
module, you must also return the associated fan trays and hard drives.
If both MAG-SM360 drives fail and you cannot access the operating system or the MAG-SM360 service
module fails, the entire kit must be replaced. If, however, only 1 drive fails (and the operating system is not
impacted), then use the RMA process to replace the defective drive. Mirroring starts when the replacement
drive is inserted.
For more information about return and repair policies, see the Global Customer Support webpage at
https://www.pulsesecure.net/support/ .