Skip to content

Page permalink

Always use the following permalink when referencing this page. It will remain unchanged in future help versions.

https://docs.sophos.com/support/help/en-us/index.html?contextId=rma-process

RMA process

The return merchandise authorization (RMA) process includes identifying the device failure, gathering the required device information, submitting a case to Sophos Support, shipping the replacement device, transferring the license, and returning the faulty device.

Identifying the device failure

Gather the information based on your device failure. Some common reasons for device failure are as follows:

Complete power failure or dead-on arrival (DOA)

The device doesn't turn on when you press the power button.

Gather the following information:

  1. The purchase date of the device (approximate, if available).
  2. When you turn on the device, what is the status of the power LED and HDD LED?
  3. Have you tried a different power cable and a different power outlet socket?
  4. If your device has a dual power supply, does it turn on when you use the other power supply input?
  5. If your device supports a hot-swappable power supply, does it turn on when you use a different power supply?
  6. We recommend you take a video or picture of the device failure and submit it to the support case for faster RMA approval, along with answers to the questions from 1-5.
The device turns on but doesn't boot up. The GUI, CLI, and console aren't accessible.

When you turn the device on, there's an error on the console or the HDMI or VGA output, and the GUI isn't accessible.

Gather the following information:

  1. Can you access the device via HTTPS or SSH from the LAN and WAN?
  2. Were any changes made from the GUI, CLI, or was there any other activity before you lost access to the device? Describe the changes made before the incident.

  3. Does the device respond over the serial console? If not, did you connect it directly via the provided serial cable (DB-9 serial port), USB converter cable (serial to USB converter), or the micro-USB serial console cable (the latest XGS devices may have this console port)? Do you see the device under the device manager of the endpoint device without any errors related to the driver? Do you see any other errors for that connection?

    Note

    Make sure that the baud rate is set to 38400 and the device status over the console has been verified multiple times at different intervals.

  4. (Optional) If the device isn't responding over the serial console, try connecting it with any other system via serial connection to confirm the console connectivity status of the device.

  5. If you observe any errors in the console connection, take a snapshot and upload it during case submission, along with your observations on points 1-4 above.
The device port or interface isn't working.

The interface status is Disconnected even though it's physically connected to the network.

Gather the following information:

  1. What is the port LED status when the cable is connected? We recommend that you take a picture of the port LED status.

  2. Check the interface status. Access the device via SSH and enter 4 to select Device Console. Run one of the following commands:

    show network interfaces or ifconfig -a

  3. Access the device via SSH, enter 5 to select Device Management, and enter 3 to select Advanced Shell. Run the following command:

    tail -f /log/syslog.log

    Connect the cable to the problematic port. If you observe any errors or log lines, save the logs.

  4. Do a port test and ensure the cable is connected to the problematic port. Do as follows:

    1. Access the device via SSH, enter 5 to select Device Management, and enter 3 to select Advanced Shell. Run the following command:

      ethtool -t Port<number>

      Optionally, you can also run the ethernet card test. See Sophos Firewall: Test the ethernet card.

      Warning

      The ethernet card test requires downtime.

    2. Connect the problematic port with another functional port on the same firewall and run the following command in the advanced shell:

      ethtool -t Port<number>

      Example

      ethtool -t Port1

  5. Change the cable used to connect the problematic port. Follow step 1 to check the interface status.

  6. Change the interface duplex and speed settings to validate the status of the port or interface connection. Access the device via SSH and enter 4 to select Device Console. Run the following command:

    set network interface-speed Port<number> speed [1000fd | 1000hd | 100fd | 100hd | 10fd | 10hd | auto ]

    Example

    set network interface-speed Port1 speed 1000fd

  7. (Optional) Insert an unmanaged switch between the firewall and an endpoint computer. Follow step 1 to check the interface status. If it shows as Disconnected, follow steps 5 and 6 after adding the switch.

  8. Access the device via SSH, enter 5 to select Device Management, and enter 3 to select Advanced Shell. Run the following command:

    tail -f /log/syslog.log

    Save the logs.

Include all the results in the support case.

Submitting a case

  1. To submit a case, copy and paste the RMA form below to a text file, fill it up, and save it.

    RMA form:

Please complete the form below (Please fill in all the parameters):

===================================================
Technical Issue (describe the issue you are facing)
===================================================
Description/RMA Reason: [ ]
Fault Code: (leave it for Sophos Support to fill)
Sub Fault Code: (leave it for Sophos Support to fill)
======================================
Defective Product Details/License Details
======================================
Model/Product:
Revision:
Firmware version:
Serial # of faulty device:
License #: (was used in the faulty device)
Dead on arrival: Y/N
Is this part of a HA Cluster: Y/N
======================================
Shipping Info (All fields required):
======================================
Company:
TAX ID #: (EU countries, Brazil, and India)
Name:
Address:
City:
Zip/Postal code:
Country:
Phone:
Email:
Special Instructions:
======================================

    Warning

    1. The TAX ID is required for tax reporting purposes. We can't ship a replacement device without this number.

      • For Europe: VAT Number
      • For Brazil: CNPJ and IR Number are required
      • For India: GST number

    2. DOA (Dead on arrival): Replacement of DOA Hardware is subject to Sophos’ verification and confirmation of the reported defect. Sophos reserves the sole discretion to determine whether the device qualifies as DOA under this Hardware Replacement Policy. Please refer to the DOA Policy for more details.

  2. Create and submit a technical support case. Include the RMA form and the information gathered from your respective device. See Create a Technical support case.

    • Sophos Support will review and validate the information provided and may contact you for further diagnosis if necessary. Support will contact you based on the Severity of the case submitted, as per the initial response SLA guidelines. See Target Service Level Response Times.
    • If the issue is urgent, call us. See Contact Sophos support.

Shipping and shipment status

Technical support will refer the case to the customer care team for raising an RMA. The Customer Care team provides an RMA case number when the RMA is raised. The RMA team reviews the regulatory requirements to comply with export compliance regulations worldwide. Once the RMA has cleared the regulatory requirements, the RMA team coordinates with the warehouse to dispatch the replacement device, subject to regional shipping cutoff times.

Notifications

Customers will receive five email notifications at each stage of the RMA process:

  • Stage 1: RMA raised & compliance review

    RMA case is raised, and the Export Compliance team reviews the case for regulatory requirements to comply with export compliance regulations worldwide.

  • Stage 2: Approval & dispatch coordination

    After export compliance approval, the RMA team coordinates with the warehouse to dispatch the replacement device, subject to regional shipping cutoff times.

  • Stage 3: Dispatch notification

    Once the RMA replacement is shipped, the customer receives an email with shipment details, including the tracking number and carrier information.

  • Stage 4: Delivery & return instructions

    Once the replacement is delivered, the customer receives a notification with the next steps, including whether the defective device must be returned and how to do so.

  • Stage 5: Case closure

    The case is closed once the faulty device is received by Sophos and validated, or if Sophos instructs the customer to dispose of the device and confirms disposal.

Note

  • For compliance with applicable laws, Sophos may request the Customer to complete additional documentation or forms before shipment.
  • Certain countries may require Customers to have necessary permits and import license(s) to import the Replacement Hardware into that country. If required, Sophos may request an authorized distributor to import the shipment on the Customer’s behalf, which may impact the dispatch timeframe. Sophos will only ship the Replacement Hardware to the country where the original Hardware was purchased. The customer shall be responsible for the shipment of Replacement Hardware to any other country thereafter.

Transferring the license

Once you receive the replacement device, check if the model and revision are correct.

SG/XG/XGS devices running SFOS

To transfer your license to the replacement device, see Claim a device and transfer the license.

If your device is in a high availability (HA) setup, see HA license transfer and HA license transfer steps.

Optionally, you can restore your backup configuration to the replacement device. See Backup and restore.

SG devices running UTM 9

The Customer must download the license file from the My UTM portal and upload it to the Web Admin Portal for the Replacement Hardware.

Sophos Switch or AP6 series devices

The Customer shall register the replacement device under the same Sophos Central account as the originally registered Defective Hardware. This registration is required because support licenses are administered through the Customer’s Sophos Central account and are not tied to individual hardware units.

Returning the faulty device (if applicable)

Once you transfer your license to the replacement device, you must return the faulty device to us.

  • A return shipping label is included in the replacement box or sent to you via email. There's also an instruction letter on how to contact and return the device to us.
  • The return shipping is free.
  • The replacement device doesn't come with accessories. You must remove any accessories from the faulty device, such as transceivers, connectivity or flexi port modules, rack mount kits, power supplies, and power cords.
  • We recommend you pack the faulty device using the same box as the replacement device.

  • You must return the faulty device within 15 days of receiving the replacement device. If we don't receive the faulty device within 15 days, or any components or parts are missing upon return, we have the right to do as follows:

    • Send you an invoice at the manufacturer's suggested retail price (MSRP) value of the replacement device or charge you for the missing components or parts.
    • Suspend the subscription transfer from the faulty device to the replacement device.

  • The RMA case is considered closed once we receive the faulty device at the RMA center.