Cyberoam RMA Policy


1.2. Processing the RMA Request

Cyberoam RMA Policy

The RMA – Return Material Authorization – Policy document lists the guidelines to ensure that customers

and partners receive prompt Cyberoam support in the adverse event of a hardware problem.

1. RMA Procedure

1.1. Registering the RMA Request

In case of a problem with the Cyberoam hardware, customer must call the Global customer

Support Center GSMC (Global support management center) at the number given below:

Toll Free Number Non Toll Free Number

1-800-301-00013 +91-79-66065777

Alternately, the GSMC can also be contacted through live chat at:


1.2. Processing the RMA Request

1.2.1. At GSMC, the TSR (Technical Support Representative) will check the unit’s Support status

          to process the RMA transaction. If the product is out of Cyberoam support, the TSR may

         ask you to folllow the Repair of out-of support Appliance procedure before providing any further



1.2.2. Only after completion of Repair of Out-of-Support Appliances, the TSR will log the case

          and generate a Reference Ticket (RT) number. In order to expedite the resolution of the

          support request, the TSR may ask the customer to provide the following information. The

          request may include, but is not limited to: Customer Company Name, Phone/Fax numbers, E-mail address Order Number or Invoice Number (As per your original invoice) Serial number (On the chassis of appliance) Cyberoam Item Number (SKU) and Number of Appliances to be returned GUI & CLI Password. Current version of Cyberoam software – Under the section Appliance

               Information on the Cyberoam Dashboard Types of servers in use (SMTP, FTP, HTTP, etc.) Secondary networks IP addresses or Syslog files, Hyper terminal Logs, relevant log messages. Network diagram Reason for return

1.2.3. The TSR will try to ascertain the problem and make the appliance functional once more. If

              he / she is unable to do so, the Representative will, in consultation with the customer,

              confirms the unit as failed for RMA and provides a Reference Ticket number.

1.2.4. Upon getting the confirmation of RMA, the Customer is requested to fill the RMA Policy
form on

1.2.5. On submission of the RMA form, an auto-generated RMA number is emailed to the address

           mentioned in the form.

1.2.6. There will be a follow-up email from with the necessary guidelines

           for smooth RMA of failed appliance and return of repaired /replacement appliance. Both the

           RT and the RMA numbers must be stored and presented while communicating with the

           support center or SCM Team at a later date for an update on RMA

Repair Turn-around Time (TAT)

1.3.1. Appliance with valid 8×5 Support Contract: Within 3 business days from the date of the

          receipt of the failed appliance at Elitecore’s RMA Center.

1.3.2. Appliance with valid 24×7 Support Contract: Dispatch of replacement appliance within 2

          business days from the acceptance of the RMA Request.

Above timelines will not be binding in case failed appliance falls under clause “Voidance of

Warranty / RMA Claim”.

1.4. Voidance of Warranty / RMA Claim

Hardware warranty and RMA claim will be considered void under following situations:

1.4.1. Appliance received in damaged condition due to whatsoever reason

1.4.2. Warranty sticker is punctured or damaged

1.4.3. Appliance found to be damaged due to power voltage fluctuation

1.4.4. Subject appliance is out of valid support period

1.4.5. The appliance has been under misuse, abuse, unauthorized disassembly or modification,

          operation in unsuitable environment, improper maintenance by customer, or any other

          unknown situation, which Elitecore shall not be responsible for, in such cases the cause

          would be determined by Elitecore in its sole unfettered discretion.

1.4.6. The damage is caused by natural disasters such as lightening, flood, fire, earthquake, etc.

          Elitecore may refuse to accept the delivery OR return the failed appliance without repairing upon

         finding any of the above incident.

Courtesy :- Cyberoam Corporation






Internet site is not open in Endian Firewall?

Open an any internet site following symtomn are come :-



Solutions :-

In Endian firewall you can create rule for putty access

How to create rule for putty access?
a)Login Endian firewall

b)Click on Firewall tab.

c)In Firewall click on System Access

d)Create rule
Source Address   –  Any
Source Interface   – Any
Services                – ssh (tcp port -22)

Then download  and run putty  on any machine.

put firewall ip address and port(22)

click on ok

in putty login windows are open

put login username and password

then give a following command

root@efq:~ # cd /usr/share/clamav/
rm -Rf clamav-*
rm main.cvd
rm daily.cvd
rm safebrowsing.cvd
curl -O http://

Courtesy :-


Block URL for Specific User through Cyberoam

Block URL for Specific User
Applicable to Version: 10.0 onwards
To block a URL for a specific user
Cyberoam provides default categories, which can be used to block the malicious and objectionable contents. Category is a grouping of URLs. When we block the category, access to all the URLs get blocked. Hence, when we want to block specific URL’s of a category, ,we need to create a Custom Web Category. Custom web category is given priority over default category while allowing/restricting the access. The search result displays custom category name and not the default category name.For an hypothetical example to block URLs,, and user ‘John’, we need to create a Custom Web Category.Document provides steps on creating custom web category and blocking the access for the user ‘John’.
Prerequisite   Web and Application Filter Module Subscribed
The entire configuration is to be done from Web Admin console. Access Web Admin console with user having “Administrator” profile.   Follow the below given steps to create a customized Web Category & block a URL for user ‘John’:
Step 1: Add Custom Web Category   E.g.: Create a Custom Web Category to block URLs,, and for user ‘John’   Go to Web Filter –> Category –> Categoryand click “Add” button to create custom Web Category i.e. “BlockCategory”

Parameters Value
Name BlockCategory
Classification UnHealthy
Domain/Keyword,,,* – Mention the name of the domains which needs to be blocked

Step 2:  Add Web Filter Policy

Go to Web Filter à Policy à Policy and click “Add” button to create a Web Filter Policy “BlockCategoryPolicy”

Parameters Value
Name BlockCategoryPolicy
Template Allow All
Enable Reporting Enable

Click ‘OK’ button to create a Web Filter Policy.

On successful creation of web filter policy, page navigates back to Manage page. From that page, edit the policy to add the categories.

Parameters Value
Category Type Web Category
Category BlockCategoryNote* – Select the Category “BlockCategory” as created in Step1.
HTTP and HTTPs Action Deny
Schedule All the Time

Click Add button and the Web Filter policy rule will be created successfully as shown in the below snapshot:
Step 3: Apply Web Filter Policy to User 

  • Go to Identity à Users à User
  • Select user to apply Web Filter policy created in Step 2.
  • Under Policies Section, select ‘BlockCategoryPolicy’ (Step2) for Web Filter
  • Click OK button to update 

Above configuration will block access to,,, and for user ‘John’.