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Barracuda Reference / FAQ

Appliance Replacement, RMA, and Data Migration

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This article refers to all Barracuda Networks appliances, except where noted.

If you are replacing a system in a High Availability (HA) configuration, it is highly recommended that you first contact Barracuda Networks Technical Support.

This article applies to the following products:

appliance_replacement.png

Step 1. Troubleshoot Your Device

Before you replace your appliance, use the tools provided on the ADVANCED > Troubleshooting page in the web interface, or contact Barracuda Networks Technical Support to try to resolve the problem:

  • Support Connection – Use this section to initiate a Connection to the Barracuda Support Center.
  • Network Connectivity Tests – This section provides a suite of tools to diagnose potential network problems.

Log in to the web interface, and click the Help button on the ADVANCED > Troubleshooting page for more information.

Step 2. Contact Support

Contact Barracuda Networks Technical Support to determine if RMA is the path forward. Eligibility comes from the following conditions:

  • Failed Device Instant ReplacementIf you purchased the Instant Replacement (IR) service and Barracuda Networks Technical Support determines resolution requires a replacement appliance; 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 website.

Step 3. New Device Shipped within One Business Day

Once Barracuda Networks Technical Support determines you are eligible for a new device, they provide you with a Return Material Authorization (RMA) number which you must include with the returned device. A new device is shipped to you within one business day.

Barracuda appliances contain sensitive data that must be handled delicately 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 you not attempt to deploy your new device before working with the migration team. Barracuda's dedicated appliance migration team will assist with transferring the data and configuration from your existing appliance to the replacement to ensure data integrity.   

Step 4. Return the Old Device

Once you receive the new system, 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 Technical Support can provide details on the best way to return the unit.

  • US and all except the below regions:
    Barracuda Networks, Inc.
    5225 Hellyer Avenue
    San Jose, CA 95138
     
  • Europe:
    Barracuda Networks Ltd.
    Brunel House
    Stephenson Road
    Houndmills, Basingstoke RG21 6XR
    United Kingdom

  • China:
    Barracuda Networks Technology Co, Ltd.
    4F Building 2 
    Shanghai New Withub S&T Creation Center
    No. 799 Hutai Road
    Shanghai, 200072
    China
     

  • Japan:
    Barracuda Networks, K.K. (Japan)
    5F, 8-3-16, Nishi-gotanda
    Shinagawa-ku, Tokyo 141-0031
    Japan
     
  • India:
    Barracuda Networks
    201, Indraprastha Equinox
    23, 100 Ft Intermediate Ring Road
    Koramangala, Bangalore 560095
    India

 

Step 5. Set Up the New Appliance

Install and configure the new appliance using the Barracuda Quick Start Guide included with the device. Alternatively, you can follow the instructions in the Getting Started section of this library for the selected Barracuda appliance.

Step 6. Data Migration and Deployment

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.

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