AppNeta M25/M35/R45 RMAs

Products

• AppNeta

Issue/Introduction

I have an AppNeta M25/M35 or R45 which has become unresponsive to USB, Network and Console access attempts.

Cause

The majority of RMA cases for M25/M35 and R45 fall into a couple of categories:

1. Significant File System Corruption due to loss of power or another source.  Typically these could be recovered in field by simply rebooting the M25/M35 or R45. This allow it to properly boot and and run the utility called fsck (file system consistency check) to correct most file system corruption issues.
If the corruption is bad enough that it does not boot properly, we would have the device RMA'd so the storage could be replaced.

2. Storage Medium failure.  The M25/M35 and R45 utilizes CF Cards as it's storage medium, while we utilized the highest possible quality of CF Card possible they still have a much more limited lifespan than traditional storage options.  In a large portion of RMA cases we had to replace the CF Cards and reflash the device with the factory default image.

Resolution

AppNeta Product tackled the Storage Medium failures by changing the type of drive used.  Newer Monitoring Point Models such as the M50 or M70 use proper Solid State Drives.  Since the M50/M70 were released we have not had RMA cases that we are aware of being directly tied to the SSD's in these Monitoring Points failing at a hardware level.

M25/M35 and R45 will not be returned for RCA and when replaced the M25/M35 or R45 can be disposed of per your company policy.

 

If the M25/M35 or R45 does not provide any USB Output, Network responsiveness, Console Output (if available) it will be RMA'd and replaced with an M50 or M70 (R90 if applicable) depending on the country where the replacement is being shipped.

Additional Information

Recently we have announced on January 30 2023 that the M25, M35 and R45 Monitoring Points will be End of Life on Jan 31, 2024.
https://support.broadcom.com/web/ecx/support-content-notification/-/external/content/ReleaseAnnouncements/0/21167