Nvidia (Mellanox): How to open a support case

By Sai Kiran Pandrala · reviewed by Sai Kiran Pandrala, Editor Last verified: 2026-05-30

What this guide covers

How to open a support case in the Nvidia (Mellanox) support ecosystem.

Step-by-step

1. Confirm support entitlement is active.
2. Collect a tech-support bundle from the device (cl-support (Cumulus) / show techsupport (SONiC)).
3. Note the serial number, software version, and a clear symptom statement.
4. Open the case at https://enterprise-support.nvidia.com/s/createcase
5. Choose severity matching business impact.
6. Respond to the engineer within 1 business day to keep the case progressing.

Useful URLs

• Support portal: https://enterprise-support.nvidia.com/
• Open a case: https://enterprise-support.nvidia.com/s/createcase
• Bug / advisory search: https://docs.nvidia.com/networking/category/etmnetworkingdevices
• Knowledge base: https://docs.nvidia.com/networking/
• Security advisories (PSIRT): https://www.nvidia.com/en-us/security/
• Warranty lookup: https://www.nvidia.com/en-us/support/enterprise/services-and-support/

Frequently asked questions

Will this work on my specific Cumulus Linux / NVOS / SONiC version?

The procedure reflects current Cumulus Linux / NVOS / SONiC behaviour. Older releases may need minor syntax adjustments, use the CLI help (? or tab-completion) to verify.

Should I open a Nvidia Enterprise Support case immediately?

Open one if you suspect hardware failure or the symptom persists after a maintenance-window reload. Make sure your support entitlement is active first.

Where can I find the Nvidia (Mellanox) official documentation?

https://docs.nvidia.com/networking/: search the product family + feature name.

Is this procedure safe in production?

Test in a lab or maintenance window first. Capture pre-change state so you can roll back.

Related guides

• All Nvidia (Mellanox) fix guides → /nvidia/
• All vendor guides → /vendors/

Related fixes

Related guides worth a look while you sort this one out:

• Nvidia (Mellanox): How to check device end-of-life / end-of-support date
• Nvidia (Mellanox): How to check warranty / support contract status
• Nvidia (Mellanox): How to collect tech-support / diagnostic bundle
• Nvidia (Mellanox): How to renew support contract
• Nvidia (Mellanox): third-party optics: compatibility and support risk
• Nvidia (Mellanox): How to transfer support to a new owner

References

• Nvidia (Mellanox) support portal: https://enterprise-support.nvidia.com/
• Nvidia (Mellanox) knowledge base: https://docs.nvidia.com/networking/
• Nvidia (Mellanox) security advisories: https://www.nvidia.com/en-us/security/
• Open a case: https://enterprise-support.nvidia.com/s/createcase

Reference material, not professional advice. Validate against your specific Cumulus Linux / NVOS / SONiC version and test in a non-production environment before applying.

Common patterns we see

When this symptom shows up on a Nvidia device, three patterns repeat:

1. Recent firmware update changed behavior, the symptom started within a week of an OTA push. Rollback or wait for the hotfix. 2. Environmental trigger. temperature, humidity, line voltage, network changes. Look at what changed in the environment. 3. Cumulative wear, components like batteries, gaskets, fans degrade over time. Replace the consumable rather than chasing a software fix.

Knowing which pattern applies saves time on the wrong fix.

Safety + preconditions

Before any work on a Nvidia device:

• Unplug from mains for any internal-access procedure.
• Discharge stored energy (capacitors in PSUs, residual battery charge) per manufacturer guidance.
• Use ESD-safe handling for boards and modules: no carpet, no wool sleeves.
• Avoid moisture; never apply liquids near vents or connectors.
• If you smell smoke, see scorch marks, or feel uneven heat, stop and escalate.

Verification checklist

After applying the fix on your Nvidia device, confirm:

• The original symptom is no longer reproducible.
• Related features (status LEDs, app sync, paired accessories) still work.
• The device responds to a soft reboot without the fault returning.
• Any error codes that were on display have cleared.
• Documentation (your service log, the brand companion app) reflects the change.

When to call Nvidia support instead

Escalate if:

• The same symptom returns within 24 hours of a clean fix.
• You see physical damage (burn marks, swollen battery, cracked PCB).
• The device is in warranty and a hardware replacement is the cheaper outcome.
• Repair requires specialised tools you don't own (alignment jigs, calibration software).
• Following the official path keeps the warranty intact, which matters more than the time spent.

More frequently asked questions

Is it safe to apply during business hours?

If the device is in production use, apply during a scheduled maintenance window. Most procedures need 2-15 minutes of downtime. Capture pre-change state so you can roll back if needed.

Can I roll this back if something breaks?

Yes for software-level changes (firmware rollback, config rollback). Hardware changes are usually one-way. Always back up settings before starting.

Are there safer alternatives for non-technical users?

Yes, the manufacturer's self-service troubleshooter (HP Smart, LG ThinQ, Samsung Members, similar) usually walks through the same steps in a guided UI. Use that first if you're not comfortable with menu paths.

Does this affect other devices on my network?

Generally no. The procedure is local to this device. Network-side changes (firmware updates that affect TLS, SMB, or routing) are flagged explicitly in the steps.

Will this void my warranty?

Applying official firmware updates and following the user manual will not affect warranty. Opening sealed components, jumping safety circuits, or using third-party parts can void warranty in most jurisdictions.