Jonathan Saxon

Help Us Help You:  NetWitness Logs & Packets Suite RMA Requests

Discussion created by Jonathan Saxon Employee on Jun 29, 2017

Help Us Help You:  NetWitness Logs & Packets Suite RMA Requests


When something goes wrong on your Dell/EMC hardware help is only a call or email away.  Use this guide to get in done in the briefest amount of time.  


The best way to get an RMA processed quickly is to open a case and provide Support all the information necessary in the initial email.


All power supplies and hard disk drives in our Dell PowerEdge R610, R620, R630 and R730servers are hot swappable.  


If a failed disk drive is in a DAC you must provide the serial number for the DAC.  The DAC serial number is found on the rear of the DAC.  There are a series of labels on the DAC and the one you are interested in runs up and down instead of left to right.  


It is not possible to check the DAC serial number through the Command Line Interface.  It helps if you keep a list of which DACs are attached to each appliance, or put a label across the front of the DAC.  


Also, whenever requesting a hard drive replacement, run the script and send the output of that command showing the failed disk model and size information to help ensure we send the correct replacement disk drive.  Sometimes, the failed disk doesn't show up in the output but we can usually identify the disk model and size by looking at the drives around the failed or missing hard drive.  


If you don't know the Appliance or DAC SKU, we can look that up based on the serial number so don't spend a lot of time looking for that information if it isn't handy.  


Just copy and paste this form into your reply to speed your RMA on its way! 


Shipping Company and Contact Information


Contact Name:

Phone Number:

Email Address:

Ship-to Address:


#Hardware Information#

Appliance Serial Number:

Appliance SKU:

DAC Serial Number:



If you have any special requests related to shipping and receiving include that as well.  Our hardware vendor ships equipment all over the world and they will do everything possible to meet your special needs.