beroNet

Returns and RMA procedure

RMA cases are processed by the distributor you bought from; if you bought in the beroNet shop, beroNet handles the case directly. Calls that do not go through are almost always a configuration problem rather than a hardware one, so the procedure starts by ruling that out.

1. Troubleshoot

  1. Perform a hardware factory reset (procedures for SBC (formerly Gateway V2) and for earlier gateways and cards in the beroNet Wiki).
  2. Swap the power supply — for gateways this is the most common cause.
  3. Try a different server, for PCI/PCIe cards.
  4. Change all cables.
  5. Update to the latest stable firmware from Tools and Downloads.
  6. If a single BRI or PRI port stays down, run a loopback test: with a loopback cable in a port set to TE and point-to-point, the layer 1 link should come up, which shows that the port itself works.

The device cannot be found on the network. Change cables and power supply, make sure the computer is in the same subnet as the device, and locate it with BFDetect from Tools and Downloads.

The device is reachable, but calls fail. Check the port status in the web interface. If the ports show green, a hardware defect is ruled out and the cause lies in the configuration — open a ticket that describes the whole scenario, with a full trace attached.

2. Contact your distributor

Bought in the beroNet shop? Then beroNet handles the RMA directly: open a ticket in the Service Desk and send the device as described under Sending a device to beroNet below.

Most distributors provide level-one support and will confirm the device is configured correctly. If yours does not, open a ticket in the Service Desk. Neither support nor RMA cases are handled on the telephone; once the ticket is open, an agent gets in touch.

3. Return the device to your distributor

Send the device with the RMA back to the distributor, who manages the case from there. beroNet does not provide replacement devices directly for RMA cases.

Sending a device to beroNet

Whether a distributor sends the device, support asks you to send it yourself or you bought it in the beroNet shop, the return works the same way:

  • Open a ticket first. Give the serial number and a short description of the fault in the Service Desk.
  • The ticket number is the RMA number. An order number, a delivery note number or a distributor’s own case reference is not — no beroNet system knows those numbers, so the parcel cannot be matched to a case.
  • Mark the RMA number clearly on the outside of the parcel.
  • Ship to the warehouse in Waldkirch, not to an address from older documents: beroNet GmbH, Gartenstr. 10, 79183 Waldkirch, Germany.
  • Chargeable repairs start after approval. Work begins once the device has arrived and the repair quote has been accepted.

Where you bought matters for this — the current list is under Where to buy.