This article refers to all Barracuda Networks devices, except where noted.
If you are replacing a system in a High Availability (HA) configuration, it is recommended that you first contact Barracuda Networks Technical Support.
This article applies to the following products:
Appliance Replacement and RMA Process Overview
Step 1. Troubleshoot Your Device
Before replacing your device, use the tools provided on the ADVANCED > Troubleshooting page in the web interface (where applicable), or contact Barracuda Networks Technical Support to try to resolve the problem:
Support Connection – Use this section to initiate a connection to the Barracuda Networks Support Center.
Network Connectivity Tests – This section provides a suite of tools to diagnose potential network problems.
Step 2. Contact Barracuda Networks Technical Support
Contact Barracuda Networks Technical Support to determine if an appliance return and/or replacement is the path forward. Customers are eligible for an RMA in the following circumstances:
Failed Device Instant Replacement – If you purchased the Instant Replacement (IR) or Warranty Extension (available only for Barracuda CloudGen Firewall) service, and Barracuda Networks Technical Support determines resolution requires a replacement device; or
Hardware Refresh Program – If you have maintained the IR Service for over four years and are eligible for a replacement unit as part of the Hardware Refresh Program. For more information on this program, refer to Instant Replacement on the Barracuda Networks website.
Step 3. New Device Shipped within One Business Day
After Barracuda Networks Technical Support determines you are eligible for a new device, they will provide you with an RMA number which you must include with the returned device. A new device will be shipped to you within one business day.
Important for Barracuda Backup Server and Barracuda Message Archiver:
Barracuda Networks appliances contain sensitive data that must be handled securely during the replacement process. When you receive the new device, contact Barracuda Networks Technical Support immediately for assistance. To help ensure data integrity, it is important that you do not attempt to deploy your new device before working with the migration team. Barracuda Networks' dedicated device migration team will assist you with transferring the data and configuration from your existing device to the replacement to ensure data integrity.
Step 4 & 5. Unpack and Set Up the New Device
Install and configure the new device using the Barracuda Networks Quick Start Guide included with the device. Alternatively, you can follow the instructions in Barracuda Networks Appliance Quick Start Guides for your Barracuda Networks device. For help installing and configuring your new device, contact Barracuda Networks Technical Support.
Barracuda Backup and Message Archiver Data Migration
Consult your Barracuda Networks Product Specialist before migrating existing content to a new device model, or contact Barracuda Networks Technical Support to define the best migration path for your environment.
Refer to these product spaces for specific migration information:
Step 6. Return the Old Device
After you have received the new device, ship the old device back to Barracuda Networks at the address below with the RMA number clearly marked on the package: ATTN: RMA # <your RMA number>
Barracuda Networks recommends using the following carriers:
FedEx (Barracuda Networks primary carrier)
Aeronet
Tecex (Carrier is only used for White Glove service)
I.O.R direct (Carrier is only used for White Glove service)
Base Logistics (NL)
UPS (GB)
DHL
If these carriers are not be available in your area, contact Barracuda Networks Customer Service for further assistance.
Return the device to the nearest Barracuda Networks warehouse listed below:
US and all other regions, except those listed below
Barracuda Networks Inc
5225 Hellyer Avenue #150
San Jose, CA 95138
European Union
Barracuda Networks c/o Base Logistics B.V.
Logistics Boulevard 5
4791 VC Klundert
The Netherlands
UK (items shipped from the UK warehouse)
Barracuda Networks Ltd
Unit 4b Beechwood
Lime Tree Way
Chineham Park
Basingstoke, Hampshire RG24 8WA
United Kingdom
NON European Union (E.g. Switzerland)
Barracuda Networks Ltd
Unit 4b Beechwood
Lime Tree Way
Chineham Park
Basingstoke, RG24 8WA
United Kingdom
Middle East (items shipped from US)
Barracuda Networks Inc
5225 Hellyer Avenue #150
San Jose, CA 95138
India
Barracuda Networks (I) Pvt Ltd
Prestige Blue Chip Software Park
Block 11 Level 111, (2nd Floor)
#9 Hosur Road, Opp Christ University
Bangalore, 560029
India
Japan
Barracuda Networks, K.K.
1F, 8-3-16 Nishi-gotanda
Shinagawa-ku, Tokyo 1410031
Japan