Fortanix Return Merchandise Authorization (RMA) FX2200 Process

1.0 Introduction

The Fortanix Return Merchandise Authorization (RMA) Guide describes the process for a secure return of the Fortanix-Data-Security-Manager (DSM) Security-object physical appliance (FX2200) to repair or receive a replacement; it also describes the deletion of data for the appliance (FX2200). The Fortanix warranty on the appliance is only valid if you have a current software subscription.

NOTE

You must have a valid software subscription for the hardware to be covered by the Fortanix warranty.

2.0 Secure Return Shipment

If Fortanix has initiated an RMA for the appliance, you will be contacted by customer service to provide the following information:

• Device serial number

• Customer address

• Customer name

• Customer contact number

• Failure details of the unit

By the following business day, the replacement unit will be ship. Fortanix will provide tracking information when the replacement unit is shipped, along with the RMA number.

3.0 Find the Serial Number of the Appliance

Run the following command to find the serial number of the appliance as a ssh user in the node:

sudo dmidecode -s system-serial-number

If the output of this command throws the following error:

dmidecode: command not found

Then run the following command to install the dmidecode package:

sudo apt-get install dmidecode

4.0 Replace the RMA Node

4.1 Remove the Node from the Cluster

Do not power off the node. To remove an existing cluster, perform the steps as mentioned in Section 8.0: Add Node to an Existing Fortanix DSM Cluster.

4.2 Add a Node to a Cluster

Prepare the node to ensure that IP, DNS and NTP are properly configured. Also, verify that the essential ports in the firewall are open by verifying the connectivity between the new node and other nodes in the cluster.

To add a node to an existing cluster, perform the steps as mentioned in Section 7.0: Update the Existing DSM Cluster with Trusted Nodes.

4.3 Component Retention for Security Compliance and Damage Responsibility

If you need to retain specific components of a Fortanix appliance for security or compliance purposes, please contact the Fortanix Account Manager associated with your project to obtain the cost of replacement and labor for these components. Payment terms for retaining components must be finalized prior to initiating the RMA process. If you choose not to return the appliance, you will need to purchase a replacement unit.

If any component is removed by you before returning the appliance, and Fortanix determines that this removal caused damage to other components, you will be responsible for the cost of repairs or replacements.

4.3.1 Fortanix Inspection Process

Upon receipt, Fortanix inspects the physical condition of the appliance. A comprehensive inspection is conducted by Fortanix’s manufacturing team to identify any physical damage, missing components, or other discrepancies.

5.0 How to Return the Defective Unit

• Place the defective unit in the same box used to ship the replacement unit. Repack the box in the same way to ensure secure protection during transit. Seal the box securely with packaging tape.

• Place both the commercial invoice (for international shipments only) and the shipping label into the plastic pouch on the outside of the box. Mark Fortanix’s RMA number on the outside of the box (the RMA number is provided by Fortanix).

• Contact your local carrier office to arrange a pickup. After scheduling the pickup, please notify Fortanix Support through email or the support portal.