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Perform Return Material Authorization (RMA) for a Single-CPE Device or an EX Series Device


Sometimes, due to hardware failure, a device managed by Contrail Service Orchestration (CSO) needs to be returned to the vendor for repair or replacement. In such situations, you perform Return Material Authorization (RMA) to back up the configuration of the faulty device, recall the faulty device and replace it with a new or restored device, push the required configuration to the replacement device, and activate it in order for CSO to recognize and manage the replacement device.

  • When you request RMA on a site that is associated with a single-CPE device or an EX Series device and that has a version earlier than the CSO version, the site version is upgraded to the CSO version. The site version is upgraded as part of the device activation and zero touch provisioning (ZTP) process of the replacement device that is performed after RMA.

  • You can initiate the RMA workflow only when the EX Series device is behind an SRX Series device or an internet gateway.

RMA can be initiated by an administrator with the RMA privilege.

To return a faulty device and replace it with a new or restored device using RMA:

  1. Select Resources > Devices.

    The Devices page appears displaying all the devices and clusters.

  2. Select the faulty device and click More > Initiate RMA.

    A confirmation page appears requesting for confirmation to go ahead with the initiate RMA process for the device. Click Yes to confirm RMA for the device.

    Click No to cancel the process.

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

    • For an EX virtual chassis, expand the virtual chassis and select the member device for which you want to initiate RMA.

    • On the Sites page (Resources > Site Management), the Site Status for the device for which you performed Initiate RMA, will remain PROVISIONED, however, you will see a red colored RMA tag beside the current status to indicate that RMA has been initiated for this device.

    If you click Yes, the RMA process is initiated for the selected device. The management status of the device changes to RMA. Once you put a device in the RMA state, you have to start the process for getting the new replacement device (referred to as the new device). This process must be performed outside of CSO.

  3. After you receive the new device, provide the details of the new device by clicking More > Grant RMA. See Granting RMA for a Device.Note

    The Grant RMA option is enabled only if the management status is RMA.

  4. Activate the new device by selecting the device and clicking Activate Device. Enter the Activation Code of the device to activate the device for usage.

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

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

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

For a CPE device, to complete the RMA process, you have to 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.