Questions about 3VR Hardware

Find answers to frequently asked questions about 3VR hardware certifications, warranty, repairs, replacements, serial and part numbers, hard drive information and more.

  What certifications does 3VR have?
  Is my 3VR product still covered under warranty?
  What is the 3VR policy for in-warranty replacements?
  What is the 3VR policy for out-of-warranty repairs?
  What is the 3VR policy for in-warranty hard drive replacements?
  How can I find the 3VR system serial number and part numbers?


     

  What certifications does 3VR have?

All 3VR products have the following certifications: FCC (Federal Communications Commission); UL (Underwriters Laboratory); and CE (mark of the EU). These certifications are noted on a sticker on the chassis of the 3VR HVR or NVR. For the P-Series and E-Series, the certification sticker is located on the right side of the chassis, toward the back of the unit, from the perspective of someone facing the front of the unit. For the S-Series, the certification sticker is located on the underside of the chassis.

 

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  Is my 3VR product still covered under warranty?

If you are an end-user, your first resource for questions or issues related to warranty, replacement, or repair of 3VR products will be your 3VR System Integrator. Please contact your System Integrator for assistance in this area. If you are a 3VR System Integrator, read on for information about our policies.

To confirm your warranty status, please see your 3VR Reseller Agreement terms and conditions. If you still aren't sure, please contact 3VR Technical Support and provide a serial number or Purchase Order number for the item to verify your warranty status.

 

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  What is the 3VR policy for in-warranty replacements?

If you are an end-user, your first resource for questions or issues related to warranty, replacement, or repair of 3VR products will be your 3VR System Integrator. Please contact your System Integrator for assistance in this area. If you are a 3VR System Integrator, read on for information about our policies.

* For hard drive replacement, see below.

3VR offers repair and return free of charge for any in-warranty product determined to be defective. If you are having problems with your 3VR product, please contact 3VR Technical Support. 3VR Technical Support will assist you in troubleshooting your issue. To provide you with faster service and decrease your downtime, 3VR at its discretion may choose to ship a refurbished product as an advanced replacement. 3VR will not accept products shipped or returned to us without an authorized RMA number from 3VR Technical Support.

 

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  What is the 3VR policy for out-of-warranty repairs?

If you are an end-user, your first resource for questions or issues related to warranty, replacement, or repair of 3VR products will be your 3VR System Integrator. Please contact your System Integrator for assistance in this area. If you are a 3VR System Integrator, read on for information about our policies.

Please see more information about our "Out-of-Warranty Repair Assessment Fee" (Part # RS-02-OWT) and “Out-of-Warranty Repair Parts & Labor Fee” (Part # RS-03-OWT) in the 3VR Commercial Price Guide. These charges cover a quote assessment, as well as parts and labor for any out-of-warranty hardware repair, and includes return shipping (ground) from 3VR and does not include shipping to 3VR. If your out-of-warranty 3VR product needs to be repaired, please contact 3VR Technical Support. 3VR Technical Support will assist you in troubleshooting your issue. If it is determined that it's necessary to repair your product, 3VR will assist you in purchasing the repair service and arrange to issue you an RMA number and instructions for returning the product to 3VR for repair. Most repairs can be completed in 10 business days, not including the time to ship the product to and from 3VR. 3VR will not accept products shipped or returned to us without an authorized RMA number from 3VR Technical Support. If the unit is unrepairable, the out of warranty fees will be refunded or applied as credit toward a new system.

 

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  What is the 3VR policy for in-warranty hard drive replacements?

If you are an end-user, your first resource for questions or issues related to warranty, replacement, or repair of 3VR products will be your 3VR System Integrator. Please contact your System Integrator for assistance in this area. If you are a 3VR System Integrator, read on for information about our policies.

There are 3 options for handling in-warranty hard drive replacements.

  1. 1. Obtain replacement hard drive from 3VR at a cost(Part # RS-HD-RPL, see 3VR Commercial Price Guide for more information)
    For a fee, 3VR will process and handle hard drive replacement for failures covered under 3VR Product Warranty. This fee includes 2-day business shipping of the replacement from 3VR and ground shipping of the defective drive to 3VR. 3VR will ship replacement drives in advance at its option provided that the Integrator agrees to ship defective drives back to 3VR within 5 business days of drive replacement. If defective drives are not shipped within 5 days of replacing the drive, the Integrator will be billed for the cost of the drive.
  2. 2. Obtain the replacement hard drive directly from hard drive manufacturer
    Western Digital Hard Drives: http://support.wdc.com/warranty/index_end.asp?lang=en
  3. 3. Maintain hard drive inventory at integrator location
    Hard drives can be purchased directly from 3VR (see the 3VR Commercial Price Guide). Hard drives can also be purchased from third-party suppliers. Note that the replacement hard drive must be identical in size to the failed hard drive. Approved model numbers include:
  4. CapacityMakeModel
    250 GB Western Digital WD2502ABYS
    500 GB Western Digital WD5002ABYS
    1 TB Western Digital WD1002FBYS
    2 TB Western Digital WD2002FYPS

    To obtain hard drive replacement instructions, go to the 3VR Integrator Support Portal and click General Documentation > System Upgrades and Maintenance. If you are not a 3VR Partner, please contact Technical Support.

 

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  How can I find the 3VR system serial number and part numbers?

During the course of assisting you, 3VR Technical Support may request the system serial number and/or part number. Please have both numbers available when contacting Support. The serial number consists of three letters followed by 11 digits, for example BMD02200789039. The part number is a nine-character code with both letters and numbers, for example 8C2S26X2N. The serial number and part number can be found in several places:

On the outside of the shipping container

Serial Number

On the appliance:

P-Series

Serial number is on the front of the appliance in the top-right corner (behind the front cover). Both serial number and part number are on the back of the appliance.

P-Series SN# Location

E-Series

Serial number is on the front of the appliance in the lower-left corner. Both serial number and part number are on the back of the appliance.

E-Series SN# Location

S-Series 35/40

Both serial number and part number are on the back of the appliance.

S-Series 35/40 serial number and part number

S-Series 30

The serial number is found on a white sticker on the left side of the unit (from the perspective of someone facing the front of the appliance). The part number is found on a white sticker on the right side of the unit:

S-Series SN# Location

In System Manager:

In the Manage Servers tab (the Configure panel in software version 7.0), select the name of the appliance. The right-hand side of the screen will populate with system information, including the Serial Number and Part Number.

 

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