Hardware problems or damaged partitions can lead to error messages like "Recovery - Your PC couldn't start properly" or "Windows Recovery Environment - Your PC couldn't start properly" when turning on devices. It requires re-imaging the device or changing the hardware component. In this KB article, you will learn how to request an RMA for returning a product to receive a refund, replacement, or repair during the product's warranty period.
The RMA process is a process that may take weeks to get your device back, depending on your location. If the reported issue is related to your machine or caused by other issues unrelated to the device itself, then the new device will have the same problem.
If you can reproduce the same issue on different devices under the same environment, and you get the same results then most likely, there is no need to perform the RMA process.
Before creating an RMA request you must make a recovery attempt and confirm with the Support team that the license is valid and working.
Processing an RMA request is the last resort for fixing issues, and all possible troubleshooting attempts must be made before submitting an RMA request.
Please, create a ticket if you have not done so, and add the following information to the ticket:
Phone No.: <Who should we contact in case of problems?>
Type of request: <In this case, specify this is an RMA request>
Serial Number(s) of the device(s) that need to be replaced?:
What kind of RMA is this?: <Is it a faulty Device or Cable?>
What is the contact email? <Shipping notifications will be sent to this email.>
What is the destination address?
What is the destination country? <If outside of the US, enter the company VAT.>
Why is the RMA being requested?
If you already created a ticket with Support, just add the information in the grey box to the ticket.