This article describes how to determine if your NetScaler, Application Firewall 7000/9010/10010/12000, or Access Gateway Enterprise Edition appliance has a hardware problem that requires a replacement model.

Instructions

Note: The following information is for guideline purposes only and does not guarantee that there is a hardware failure with your appliance. All RMA cases are dealt with on an individual basis. Citrix Technical Support must qualify all RMA requests before a new appliance is shipped.

You may ask support for a Return Materials Authorization (RMA) if you encounter the following situations:

• You have received an appliance with copper interfaces instead of fiber, or vice versa

• No lights appear on the appliance when it is turned on (assuming you have already tested with properly functioning power sources and cables)

• The fans inside the appliance do not turn over when the appliance is turned on

• You cannot connect to the console through the serial port (

• There are BIOS or POST errors

• If the BSD loader does not start (version 4.9 is correct for all versions as of January 28^, 2008)

• If the appliance fails to start with this error message: page fault trap name = 12

• If the output of the dmesg shell command indicates interface issues (this may require more investigation by Citrix Technical Support)

• If the output of the dmesg shell command indicates hard disk sector read/write errors (this may require more investigation by Citrix Technical Support)

• If you issue the stat ssl command from the command line interface (CLI) (in firmware version 8.0 and later), the output states: # SSL cards present 0 or # SSL cards UP 0

• You cannot get into Single User Mode as described in CTX109006 – How to Recover the Password for a NetScaler Appliance

More Information

In some cases, it is possible to recover the unit from some errors.

For example: Disk errors may result from file corruption, which can be corrected by running a file consistency check. Citrix Technical Support can help you with executing these procedures.

End of Sale Announcement - EOS for Access Gateway Enterprise Edition Models