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Grant Return Material Authorization (RMA) for a Device

 

As a Tenant Administrator with the RMA privilege, you can grant RMA for a single CPE, dual CPE, EX Series, enterprise hub, and next-generation firewall devices from the Customer Portal. When you grant RMA, the device-related configuration is backed up to the CSO database, the existing device is recalled, and the new device is added to the network.

Before you grant RMA for a device, ensure that:

  • You have received a new device for replacing the faulty device.

  • You have the serial number and activation code for the new device.

  • You have uploaded the required license for the new device.

Grant Return Material Authorization (RMA) for a Single-CPE, Enterprise Hub, Next-Generation Firewall, and EX Series Device

To grant RMA for a single CPE, enterprise hub, next-generation firewall, or EX Series device:

  1. Select Resources > Devices.

    The Devices page appears.

    Alternatively,

    1. Select Resources > Site Management.

      The Sites page appears.

    2. Click a site that contains the device 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 for which you initiated RMA and click More > Grant RMA.

    The Grant RMA for Device page appears.

    Note

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

  3. Complete the configuration according to the guidelines provided in Table 1.
  4. Click OK to perform the grant RMA process.

    You are returned to the Devices page where a confirmation message appears indicating that a Grant RMA job is created.

  5. (Optional) Click the job link in the message to view the progress of the job. Alternatively, view the progress of this job on the Jobs (Monitor > Jobs) page. This job might take around 15 minutes to complete.

    After the job completes successfully, the management status of the device on the Devices page changes to Expected. In addition, the status of the site on the Sites page (Resources > Site Management), where the device for which you performed Grant RMA is installed, changes to Expected.

To complete the RMA process and start using the new device, you must activate the device. See step 6 in Perform Return Material Authorization (RMA) for a Device for details.

Table 1 provides guidelines on using the fields on the Grant RMA for Device page.

Table 1: Fields on the Grant RMA for Device Page

Field

Description

Customer Name

Displays the name of the tenant who is performing RMA.

Site Name

Displays the name of site in which the faulty device is present.

Device Name

Displays the name of the faulty device that will be replaced with a new device through the Grant RMA process.

Auto Activate

Click the toggle button to enable (default) or disable automatic activation of the new device.

Activation Code

If you disable automatic activation, enter the activation code for the new device. You receive the activation code (Example: 545454) from the service provider, outside of CSO.

Serial Number

Enter the serial number of the new device. The serial number is case-sensitive. Example: DD2316AF0177

Boot Image

Select the boot image from the list if you want to upgrade the image for the device.

The boot image is the latest build image uploaded to the image management system. The boot image is used to upgrade the device when CSO starts the ZTP process.

Note: For SRX devices, select the same boot image as the faulty device. If you select a different boot image for the new device, the grant RMA process may not complete successfully.

Grant RMA for a Dual-CPE Device

To grant RMA for a dual-CPE device (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 dual-CPE device for which you initiated RMA.

      The Site-Name page appears

    3. Click the Devices tab to view the devices and clusters installed at the site.
  2. Select the cluster or the device in the cluster for which you initiated RMA and click More > Grant RMA.

    The Grant RMA for Device page appears.

    Note

    The Grant RMA option is enabled only for devices with the Management Status RMA.

  3. Complete the configuration according to the guidelines provided in Table 2.
  4. Click OK to perform the grant RMA process.

    You are returned to the Devices page where a confirmation message appears indicating that a Grant RMA job is created.

    When you grant RMA, the following actions are performed:

    • The cluster-related configuration is backed-up to the CSO database, and the devices in the cluster are recalled and the new or restored devices are added to the network.

    • The management status of the cluster changes to EXPECTED on the Devices page. 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 must perform to complete the RMA process.

      On the Sites page (Resources > Site Management), the status of the site, where the cluster or device for which you performed Grant RMA is installed, changes to Expected.

  5. (Optional) View the progress of this job on the Jobs (Monitor > Jobs) page. This job might take around 15 minutes to complete.

Table 2 provides guidelines on using the fields on the Grant RMA for Device page.

Table 2: Fields on the Grant RMA for Dual-CPE Device Page

Field

Description

Customer Name

Displays the name of the tenant performing RMA.

Site Name

Displays the name of site in which the faulty device is present.

Device Name

Displays the name of the faulty device that will be replaced with new or restored devices through the Grant RMA process.

Primary Serial Number

Enter the serial number of the new primary device. The serial number is case-sensitive. Example: DD2316AF0177

Primary Activation Code

Enter the activation code for the new primary device. You will receive the activation code from the service provider, outside of CSO. Example: 545454

Secondary Serial Number

Enter the serial number of the new secondary device. The serial number is case-sensitive. Example: DD2316AF0145

Secondary Activation Code

Enter the activation code for the new secondary device. You receive the activation code from your service provider, outside of CSO. Example: 545476

Grant RMA for an SRX Device within an SRX Cluster

To grant RMA for an SRX Series device within an SRX 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 the site that contains the SRX device for which you initiated RMA.

      The Site-Name page appears

    3. Click the Devices tab to view the devices and clusters installed at the site.
  2. Select the defective device for which you initiated RMA and click More > Grant RMA.

    The Grant RMA for Device page appears.

    Note

    The Grant RMA option is enabled only for devices with the Management Status RMA.

  3. Complete the configuration according to the guidelines provided in Table 3.
  4. Click OK to perform the grant RMA process.

    You are returned to the Devices page where a confirmation message appears indicating that a Grant RMA job is created.

    When you perform Grant RMA for a device, a job is created to update the device object in CSO with the serial number and activation code of the new device. On the Sites page (Resources > Site Management), the status of the site, where the device for which you performed Grant RMA is installed, changes to PROVISIONED.

  5. View the progress of this job on the Jobs (Monitor > Jobs) page. This job might take around 15 minutes to complete.

Table 3 provides guidelines on using the fields on the Grant RMA for Device page.

Table 3: Fields on the Grant RMA for Device Page (for SRX Device in an SRX Cluster)

Field

Description

Customer Name

Displays the name of the tenant who is performing RMA.

Site Name

Displays the name of site in which the faulty device is present.

Device Name

Displays the name of the faulty device that will be replaced with a new one through the Grant RMA process.

Serial Number

Enter the serial number of the new device. The serial number is case-sensitive. Example: DD2316AF0177

Activation Code

Enter the activation code for the new device. You receive the activation code (Example: 545454) from the service provider, outside of CSO.