Why do I need to provide log files or screenshots when requesting an RMA?
Written by Support Team
Updated at June 11th, 2021
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Why do I need to provide log files or screenshots when requesting an RMA?
Please note, depending on the type of problem you have reported, a support representatives may ask you ask you to run additional tests or provide log files and/or screenshots. This information is vital to the RMA process – it will enable us to expedite your request, verify the problems you have described, and compose a test procedure to ensure the unit is properly examined once it has been received by our facility.
A support representative will upload a copy of this test plan to your case ID for you to review. The test plan is not set in stone - If you have any questions or concerns about our testing procedures, please let us know.
Once you have approved the test plan, our Support department will provide an RMA number and shipping instructions.
Note: Per our standard RMA policy; if we are unable to duplicate the problem you describe, and the product is found to be in working order, the unit will be returned to you as shipped.