There are circumstances where a security appliance will fail, and the only option is to replace the device. However, many common symptoms that may appear as device failure can be resolved with some simple troubleshooting steps.
This article outlines common symptoms and troubleshooting steps for Cisco Meraki MX Security Appliances and Z1 Teleworker Gateways, as well as information about how to request an RMA.
When determining if a appliance is faulty, the following checks must be made. As per the device's replacement warranty, Cisco Meraki can replace a faulty device. However, in order to satisfy all stakeholders and minimize both downtime and cost, troubleshooting must be done to determine if an RMA is the correct path to follow.
The following symptoms and steps will help determine if an MX appliance or Z1 has failed:
If there is still no light activity when connecting to a working power source, the unit is faulty and needs an RMA.
A solid amber power LED indicates that the appliance is unable to reach the cloud. This is rarely indicative of hardware failure, the following troubleshooting steps may help resolve the issue:
If all else fails, try performing a factory reset on the device and reconfigure its management IP as needed.
If the link lights on the switchport don't come on when a working device is connected with a working Ethernet cable, the unit is faulty and needs an RMA.
If the steps outlined above have been followed and indicate that the unit requires an RMA, please contact Support to begin the RMA process. Please be prepared to outline the troubleshooting steps that have been taken so far, as well as provide a shipping address to help expedite the process.
Note: Support may recommend additional troubleshooting steps not outlined in this article, depending on the nature of the specific issue.
Please also reference our RMA documentation article for additional information about device replacement.