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  • 1.  Create RMA via email, not web portal

    Posted 07-20-2026 04:45 AM

    Hi  everyone!

    I am in a similar situation as described in this thread:

    https://community.instant-on.hpe.com/discussion/create-rma-via-email-not-web-portal#bm646bd526-727e-44aa-844f-a4aaaaf39643

    but I am in Germany, and bought the switch privately - actually I bought 2 JL683A (Instant On 1930 24G Class-4 PoE 4xSFP+ 195W) and one is still working fine.

    The other however developed a HW defect where 

    PoE port 3 on this switch has a permanent internal hardware fault in
    its PSE (power-sourcing) channel. The switch itself reports it as an
    internal hardware fault, and it cannot be cleared by configuration or
    firmware update.

    None of the Web Channels to get an RMA tickets are open to me as I would need some corporation 

    with an HPE support contact in order to reach that interface.

    The in the other thread mentioned call to the (German) Support number is also not open, 

    since I am only allowed to call them within the first 30 days of purchase.

    So I don't see any other way then to obtain an RMA ticket by email or that some kind HPE support person here on the forum

    helps me out.

    Thank you in advance

    Michael Neuffer



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    Michael Neuffer
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  • 2.  RE: Create RMA via email, not web portal

    Posted 07-22-2026 03:20 AM

    Did you try chat support? It was very good last time I try (it was some time ago). Can't comment on current response.

    It can be a nuisance as you need to be online for this and wait for the agent. For TAC support you  need to buy a Foundation Care Service
    (HR1Z6E    HPE ANW 3Y FC NBD Exch ION 1930 24G PoE SVC  [for JL683B]). 

    Another caveat is, that Warranty is only valid for original owner. You can be ask to provide Proof of Purchase.  https://www.hpe.com/psnow/doc/a00109852enw?jumpid=in_pdfviewer-psnow

    Is the warranty transferrable?
    No. The HPE Networking Instant On warranty is available only to the original end user who purchased Instant On through an authorized HPE Networking Instant On distribution channel.

    This is official position how to reach the warranty support.  https://www.hpe.com/us/en/instant-on/contact-support.html :

    When calling a local telephone number for support, you will be prompted for a shortcut. Say "HPE Aruba Networking", or follow the prompts and choose "Networking" and "HPE Aruba Networking" from the available menu options. 

    Phone support is available for the first 90 days after the Instant On device is set up. After 90 days, customers are eligible for chat support only. HPE Foundation Care Support Services customers are eligible for 24 x 7 phone support and other services. 



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    Gorazd Kikelj
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  • 3.  RE: Create RMA via email, not web portal

    Posted 2 days ago

    Same issue here, but it would be great to find the Chat option... Been on all portals that exist (too many) including the support pages that tell me to use the chat option but nowhere I see this option... So can someone tell me on which page is that Chat option? Tnx


    Original Message


  • 4.  RE: Create RMA via email, not web portal

    Posted yesterday

    In contact-support page you'll find icon for chat

    https://www.hpe.com/us/en/instant-on/contact-support.html

    Best, Gorazd



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    Gorazd Kikelj
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    Original Message


  • 5.  RE: Create RMA via email, not web portal

    Posted yesterday

    So there is no option to chat with a real support person, only an AI bot?

     




    Original Message


  • 6.  RE: Create RMA via email, not web portal

    Posted yesterday

    Chat with an Agent should connect you with an live agent. At least it was working like that last time I try.

    Best, Gorazd



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    Gorazd Kikelj
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    Original Message


  • 7.  RE: Create RMA via email, not web portal

    Posted yesterday
    But unfortunately there you have to authenticate yourself with company
    contracts that no one of us private users has.

    So this is a no go.


    Original Message


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