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KB40023 - [Customer Support Tools] How to generate an RMA license using the Licensing & Download Center at my.pulsesecure.net

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Last Modified Date9/17/2015 10:41 PM
Synopsis

A customer has received a replacement device or RMA'd device and needs to generate license keys from the Licensing & Download Center at my.pulsesecure.net.




 

Problem or Goal
Customer needs to obtain license keys for an RMA device from https://my.pulsesecure.net
Cause
Solution
VIEW ASSETS AND ENTITLEMENTS
On the View and Entitlements page, you need to do the following:


1. Select your desired parameters
2. Select option NO under the drop down for License Generated 
3. Click Filter to narrow the search results.

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4. The filtered search results will be displayed on the lower section of the page. Look for assets with RMA number

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Note:
An RMA license is generated using the RMA Detail Number as the auth code.
 
You can find the RMA Detail Number by accessing the RMA case in the Case Center at https://my.pulsesecure.net.  Select the case that was open for the hardware failure and view the case notes.  Look for the case note with "RMA Order in Process" as the subject line and view the case note contents.  You will find the RMA Detail Number at the beginning of the notification as seen below:           

The RMA Detail Number will always include a "-1", "-2", "-3" at the end
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5. If you are unable to locate your RMA Detail Number please contact our Global Service Center and it will be provided to you.

Generate License

To generate the license for the desired asset,

1. Select combo button 
2. Click Generate License to generate the license

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3. Enter Serial Number and Machine ID
4. Click Generate License button

 

Related Links
Attachment 1 
Created ByKaren Mayberry

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