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Performing Return Material Authorization (RMA) for Dual-CPE Devices

 

You can perform RMA of devices in an NFX or SRX cluster when the devices fail or need to be replaced with new devices. During the RMA process, the configuration of a faulty device is backed up and the faulty device is shipped back to Juniper Networks. Juniper Networks ships a new device to the customer for replacing the faulty device. At the customer site, the new device is installed, the configuration backed up from the faulty device is pushed to the new device, and the new device is activated. CSO then manages the new device.

Note

On a site associated with an NFX dual-CPE device, if the site version is lower than that of the CSO version, you can perform RMA only at the cluster level. After RMA of the cluster, the version of the site is upgraded to that of CSO as part of the device activation and ZTP process of the replacement devices in the cluster.

The following sections discuss how you can perform RMA for an NFX or SRX cluster:

Performing RMA for an NFX Cluster

Starting from CSO Release 4.1.0 onward, when an NFX250 device in a dual CPE cluster fails, you can perform RMA for only the failed device. Previously, RMA had to be done for both the devices in the cluster.

To perform RMA for an NFX cluster:

  1. Select Resources > Devices.

    The Devices page appears displaying all the devices and clusters.

    Alternatively,

    1. Select Resources > Site Management.

      The Sites page appears.

    2. Click a site that contains the NFX cluster for which you want to perform RMA.

      The site page appears

    3. On the site page, click the Devices tab to view the devices and clusters installed at the site.
  2. Do one of the following:
    • To perform RMA at the cluster lever, select the cluster.

    • To perform RMA for a single device in the cluster, select the device.

    A confirmation dialog box appears. Click Yes to confirm RMA for the selected NFX cluster or device.

    Click No to cancel the process.

    If you click Yes, the RMA process is initiated for the selected NFX cluster or device. The Management Status of the device changes to RMA.

    Note
    • The Initiate RMA option is enabled for an NFX cluster only if the management status is PROVISIONED.

    • On the Sites page (Resources > Site Management), the status of the site, where the NFX cluster or the device for which you initiated RMA is installed, remains as PROVISIONED. However, a red-colored RMA tag appears beside the Site Status to indicate that RMA is initiated for a cluster or device at the site.

    After the NFX cluster or device is in the RMA state, you can raise a device replacement request for one or more faulty devices in the NFX cluster. This action is performed outside of CSO.

  3. After you receive the new devices or device, click More > Grant RMA to enter the details of the new devices or device. See Granting RMA for a Device.Note

    The Grant RMA option is enabled only when the management status of the device is RMA.

  4. To activate the devices in the NFX cluster, do one of the following:
    • To activate both the devices in the cluster, select the cluster (in case of whole cluster is RMAed).

    • To activate a single device in the cluster, select the device (in case of a single device is RMAed).

  5. Click Activate Device.

    The Activate Device page appears.

  6. Enter the Activation Code for the new device or devices.

    When the device is activated, its Management Status changes to PROVISIONED. An RMA tag is displayed beside the management status indicating that the RMA process is not yet complete. Mouse over the RMA tag to see the additional steps that you need to perform to complete the RMA process.

  7. Manually push the following configuration to the newly provisioned devices:
    Note
    • In SD-WAN deployments, once the new devices are in the PROVISIONED state, you can proceed to configure the devices by manually pushing application signatures, certificates, and policies.

    • In hybrid WAN deployments, service chains are restored automatically.

    • When you perform RMA on a single device, CSO restores certificates on the new device. However, application signatures and policies need to be pushed manually.

To complete the RMA process, you have to remove the RMA tag manually. To remove the RMA tag, mouse over the PROVISIONED (RMA) tag, select the check box indicating that you have completed all the steps for RMA, and click OK.

Performing RMA for an SRX Cluster

For an SRX cluster, you can perform RMA on a member device of the cluster. That is, you can select the faulty device from the SRX cluster and perform RMA on it individually. You cannot perform RMA for an SRX cluster at the cluster level.

To return a faulty device in an SRX cluster and replace it with a new or restored device by using RMA:

  1. Select Resources > Devices.

    The Devices page appears displaying all the devices and clusters.

    Alternatively,

    1. Select Resources > Site Management.

      The Sites page appears.

    2. Click a site that contains the SRX cluster for which you want to perform RMA.

      The Site-Name page appears.

    3. Click the Devices tab to view the devices and clusters installed at the site.
  2. Select the faulty device in the SRX cluster and click More > Initiate RMA.

    A confirmation page appears requesting for confirmation to initiate the RMA process for the device.

  3. Click Yes to confirm RMA for the device.

    You are returned to the Devices page where a confirmation message appears, indicating that the RMA process is initiated.

    Note
    • The Initiate RMA option is enabled only for a device with the management status PROVISIONED.

    • On the Sites page (Resources > Site Management), the status of the site, where the device for which you initiated RMA is installed, remains PROVISIONED. However, a red-colored RMA tag appears beside the current site status to indicate that RMA is initiated for a cluster or device at the site.

  4. After the management status of the device changes to RMA, you must raise a replacement request for the faulty device in the SRX cluster. This process is performed outside of CSO.
  5. After you receive the new device, perform the following actions on the new device through CLI. Note
    • At this point, the new device is not onboarded to CSO.

    • Before performing the following actions through CLI, ensure that the new device is connected to the Internet.

    • Download licenses on the new device.

    • Install application signatures on the new device.

      If you do not install application signatures on the new device, configuration between the devices will not be synchronized when you pair the devices to form the cluster. Therefore, the cluster will be in Disabled state.

    See Application Security User Guide for Security Devices for details.

  6. Pair the existing device with the new device to form the cluster. See SRX Series Chassis Cluster Configuration Overview for details on the tasks you must perform on the new device.

    After the cluster is formed, configuration is automatically synchronized between the devices in the cluster.

  7. Click More > Grant RMA to provide details of the new device. See Granting RMA for a Device for details.Note

    The Grant RMA option is enabled only for a device with the management status RMA.

  8. To complete the RMA process, you must remove the RMA tag manually. To remove the RMA tag, hover over the PROVISIONED (RMA) tag, select the check box indicating that you have completed all the steps for RMA, and click OK.

    The RMA process is now complete. You can start using the new device.