Information Required for a PAM Physical Appliance RMA

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Article ID: 108874

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Updated On:

Products

CA Privileged Access Manager - Cloakware Password Authority (PA) PAM SAFENET LUNA HSM CA Privileged Access Manager (PAM)

Issue/Introduction

When a PAM appliance becomes non-functional it is sometimes necessary to replace the appliance.  Certain information is required in order to process the RMA promptly.

Environment

Release:
Component: CAPAMX

Resolution

After opening a Support ticket and confirming an RMA is required Support will require the following information:
Serial #(found on the bottom of the appliance on a thin white label, containing only 12 digits.  This label is on the left side of the appliance when looking at it from the back)
PAM Version to be provided
Ship To Address
Contact Name, Email, Phone #

Until all this information is available the RMA cannot be submitted.