Overview of hardware faults

A hardware fault in an Entrust nShield product that is covered under a support contract may sometimes be addressed by the replacement of your faulty unit with a working unit.

In such circumstances we will issue you a RAN number to allow you to return the unit in question to Entrust, for investigation and repair or replacement.

It is important that a faulty unit should not be returned to Entrust nShield Technical Support without advance warning and only after a valid RAN number is issued.

Contact your Entrust nShield Technical Support helpdesk to get a diagnosis of your hardware and to be issued with a RAN number if required

Return of faulty units

When an nShield device covered by your support contract fails you will need to remove and return the original product to us. Installing the repaired/replacement product is at your cost, including any taxes and duties.

Installed firmware

Please note that a replacement unit always contains the most up to date software, while your unit may contain a different version. Should you require a different software version to be loaded onto your replacement unit, then please alert us in advance.