This document describes the process for returning defective devices covered by the SAFR SCAN warranty. Other, non-technical return requests should be sent to orders@safr.com based on the returns policy in your reseller agreement.
SAFR SCAN comes with a 3-year warranty with an option to purchase an additional 2-year warranty at time of original purchase. Refer to your reseller agreement and/or our warranty policy online: https://safr.com/hardware-limited-warranty/
Before initiating a return, the troubleshooting process described in the next section should be performed to ensure that the issue cannot be resolved in the field, and an RMA ticket must be created and approved for return or similar by SAFR.
This section describes the necessary checks that should be performed before making a return request for a SAFR SCAN device that is believed to be defective. Following the process described below will increase the likelihood that a returned item will be covered by warranty.
The Table below summarizes the symptoms that SCAN may exhibit due to various defects. Each item is covered in detail below the table. Please review fully the items most applicable to your symptoms.
Category |
Symptom |
Description |
Power |
Device does not power on |
Device does not power on via PoE and/or DC power input. |
Network |
Web console unreachable |
Networking issue - Unable to reach the device web console. |
Web Console |
Error logging into device |
Errors when attempting to log into the device. |
Web Console |
Errors in Web Console |
Errors preventing operation of the device through web console. |
Outputs |
Weigand Signal Issue |
Issues with the Wiegand signal to the panel |
Outputs |
OSDP Signal issue |
Issues with the OSDP signal to the panel |
Outputs |
Door Relay Error |
Unable to trigger door relay. |
Inputs |
Internal Card Reader Error |
Internal card reader is defective |
Inputs |
External Card Reader Error |
Unable to receive signal from external card reader |
Display |
Display Error |
Black screen or other defect in the screen |
Display |
Touch Screen not working |
Either keypad or intercom call button is unresponsive to touch |
Display |
LED Ring not working |
LED Ring does not function as designed |
Functional |
No face matching |
No face matched |
Functional |
Face matching but no access |
Face matches but no Access Granted |
Components |
BLE unresponsive |
Unable to connect to the device via BLE |
Components |
Speaker not working |
No audio |
Components |
Microphone not working |
No sound from device during intercom session. |
Components |
White lights not working |
White lights are not enabling by design. |
Damage |
Physical Damage |
Device has physical damage such as chips, cracks or water damage. |
The process for each of these symptoms is described in SAFR SCAN Troubleshooting Guide found on http://docs.real.com.
If after completing all checks described in the SAFR SCAN Troubleshooting Guide the device is still not functioning as expected, initiate the RMA Request process as described below.
After performing the troubleshooting checks listed above, A return request can be initiated in the two ways described below. Please note that in all cases, an RMA number should be received before shipping the device back to the manufacturer.
If you need guidance before submitting a return request,please send email to support@safr.com to consult with a SAFR Support Agent.
The best way to initiate an RMA is to sign into the SAFR Support Portal and submit an RMA ticket. If you don’t already have a SAFR Support Portal account, please send email to support@safr.com requesting one.
NOTE: If returning multiple devices, make sure to submit ONE ticket for EVERY defective device. Not creating separate tickets will likely delay your request.
If returning multiple devices, make sure to send ONE email for EVERY defective device.
Once submitted, you will hear back from a SAFR representative for next steps. Once your ticket is fully processed, you will either have a working unit after troubleshooting further, or you will receive an RMA number and shipping instructions from our team.
Detailed Steps After Submitting Your RMA Request:
Questions or comments about the documentation? Email us at safr-doc-feedback@realnetworks.com .
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