--- title: "Fortanix Return Merchandise Authorization (RMA) FX2200 and FX3400 Process" slug: "fortanix-return-merchandise-authorization-rma-fx2200-process" updated: 2025-12-18T05:45:57Z published: 2025-12-18T05:45:57Z --- > ## Documentation Index > Fetch the complete documentation index at: https://support.fortanix.com/llms.txt > Use this file to discover all available pages before exploring further. # Fortanix Return Merchandise Authorization (RMA) FX2200 and FX3400 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 and FX3400) to repair or receive a replacement; it also describes the deletion of data for the appliance (FX2200 and FX3400). The Fortanix warranty on the appliance is only valid if you have a current software subscription. > [!NOTE] > 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. > [!NOTE] > NOTE > > Check the new appliance that you received from Fortanix and visually inspect it to confirm that no physical damage or tampering has occurred. If the appliance is damaged, contact the Fortanix customer support. ## 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: ```bash sudo dmidecode -s system-serial-number ``` If the output of this command throws the following error: ```bash dmidecode: command not found ``` Then run the following command to install the `dmidecode` package: ```bash 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 Remove Node from an Existing Fortanix DSM Cluster*](https://support.fortanix.com/docs/fortanix-data-security-manager-installation-guide-on-prem#80-remove-node-from-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: Add Node to an Existing Fortanix DSM Cluster*](https://support.fortanix.com/docs/fortanix-data-security-manager-installation-guide-on-prem#70-add-node-to-an-existing-fortanix-dsm-cluster)*.* ### 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 before 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. Fortanix Data Security Manager (DSM) is the world’s first cloud service secured with Intel® SGX. With Fortanix DSM, you can securely generate, store, and use cryptographic keys and certificates, as well as other secrets such as passwords, API keys, tokens, or any blob of data. Your business-critical applications and containers can integrate with Fortanix DSM using legacy cryptographic interfaces (PKCS#11, CNG, and JCE) or using the native Fortanix DSM RESTful interface. Fortanix Data Security Manager (DSM) is the world’s first cloud service secured with Intel® SGX. With Fortanix DSM, you can securely generate, store, and use cryptographic keys and certificates, as well as other secrets such as passwords, API keys, tokens, or any blob of data. Your business-critical applications and containers can integrate with Fortanix DSM using legacy cryptographic interfaces (PKCS#11, CNG, and JCE) or using the native Fortanix DSM RESTful interface. A security object is any datum stored in DSM (for example a key, a certificate, a password, or other security objects). Each security object is assigned to exactly one group. users and applications assigned to the group have permission to see the security object and to perform operations on it. ## Related - [Fortanix DSM with SAP](/fortanix-dsm-with-sap.md) - [Sequoia-PGP](/fortanix-dsm-clients-sequoia-pgp.md) - [FAQs - Install/Upgrade/Administration](/fortanix-faqs-install-upgrade-administration.md)