Question / Problem:
Our hardware USB Licensing dongle appears to be faulty and not recognized by the Kofax Capture License Utility. What are the steps and process to request for an RMA replacement?
Answer / Solution:
Please open a Case with Technical Support in order to begin your Return Material Authorization process. You can log into the Customer Portal or, if you do not have a Customer Portal login, request a Customer Portal account via the Support Portal Information article.
Once a case is created a Technical Support Engineer will determine if the hardware USB Licensing dongle is indeed faulty through various troubleshooting steps. If the hardware USB Licensing dongle is deemed faulty, then you will be required by the Technical Support Engineer to fill out and return the "Dongle & Board Return Material Authorization Form".
If the RMA is submitted and processed before 3pm PT, then the advanced replacement will be shipped same day. If past 3pm PT, then the advanced replacement will be shipped next business day.