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A device not responding to a ping request is often a symptom of a network configuration issue. It could also be caused by a hardware fault. Before starting to process an RMA for hardware fault, it is important to determine whether the security appliance hardware is truly the culprit.
Here are some other basic networking tips to help you along the way.
Even if you believe nothing has changed on the network, Trustwave cannot process an RMA until these steps have been completed. This is because all devices on a network can be a point of failure. Hardware ages and various components will go bad over time. Basic tests as described will help you to avoid the unnecessary costs and delays from returning a working appliance when the issue was elsewhere in the network.
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