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Perform Return Material Authorization (RMA) for a 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, as the tenant administrator, can perform Return Material Authorization (RMA) for the faulty device.

From Customer Portal, you can perform RMA for single-CPE, dual-CPE,enterprise hub, and Next-Generation Firewall devices.

The RMA process includes actions to:

  1. Back up the configuration of the faulty device.

  2. Recall the faulty device and replace it with a new or restored device.

  3. Push the required configuration to the new or restored device.

  4. Activate the new or restored device in order for CSO to recognize and manage the device.

Perform Return Material Authorization (RMA) for a Single-CPE, Enterprise Hub and Next-Generation Firewall

When you request RMA for a non-SRX device (NFX single-CPE device ) associated with a site 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.

When you request RMA for an SRX single-CPE device, enterprise hub device, or next-generation firewall device associated with a site that has a version earlier than the CSO version, the site version is not upgraded to the CSO version as part of the device activation and zero touch provisioning (ZTP) process of the replacement device that is performed after RMA.

To perform RMA for a single-CPE, enterprise hub, next-generation firewall:

  1. Select Resources > Devices.

    The Devices page appears.

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

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

    Note:

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

  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.

  4. After the management status of the device changes to RMA, raise a device replacement request. This action is performed outside of CSO.
  5. After you receive the new device, click More > Grant RMA.

    The Grant RMA for Device page appears. Provide details of the new device on this page. See Grant Return Material Authorization (RMA) for a Device for details.

    Note:

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

    • Before you grant RMA, ensure that you have uploaded the required license for the new device.

  6. To complete the RMA process and start using the new device, the device must be activated.

    • If you enabled the Auto-activate toggle button on the Grant RMA for Device page, the device is activated automatically and its Management Status changes to PROVISIONED.

    • If you disabled the Auto-activate toggle button on the Grant RMA for Device page, you must activate the new device manually after the grant RMA job completes successfully.

      To activate the new device manually:

      1. On the Devices page, select the new device and click Activate Device.

        The Activate Device page appears.

      2. Enter the activation code for the device and click Next.

        The progress of device activation is displayed.

        After the device is activated, its Management Status changes to PROVISIONED.


    • If the device for which you performed RMA is an SRX Series single-CPE device, enterprise hub device, or next-generation firewall device, the RMA process is now complete. You can start using the new device.

    • If the device for which you performed RMA is an NFX150 or NFX250 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.

      Push the following configuration to the newly provisioned device manually:

      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.

Perform Return Material Authorization (RMA) for a Dual-CPE Device

You can perform RMA for devices in an NFX or SRX cluster when the devices fail or need to be replaced with new devices.

Perform RMA for an NFX Cluster

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. In releases before CSO Release 4.1.0, RMA must be performed 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-Name page appears.

    3. Click the Devices tab to view the devices and clusters installed at the site.
    Note:

    On a site associated with an NFX dual-CPE device, if the site version is earlier 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.

  2. Do one of the following:

    • To perform RMA at the cluster level, select the cluster and click More > Initiate RMA.

    • To perform RMA for a single device in the cluster, select the device and click More > Initiate RMA.

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

  3. Click Yes to confirm RMA for the selected NFX cluster or device.

    You are returned to the Devices page where a confirmation message appears indicating that the RMA process is initiated for the selected NFX cluster or device.

    Note:

    • The Initiate RMA option is enabled only for an NFX cluster or device with the management status 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.

  4. 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.
  5. After you receive the new device or devices, click More > Grant RMA.

    The Grant RMA for Device page appears. Provide details of the new device or devices. See Grant Return Material Authorization (RMA) for a Device for details.

    Note:

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

    • Before you grant RMA, ensure that you have uploaded the required license for the new device.

  6. To complete the RMA process and start using the new device or devices, the device or devices must be activated.

    • If you enabled the Auto-activate toggle button on the Grant RMA for Device page, the device or devices are activated automatically and the Management Status changes to PROVISIONED.

    • If you disabled the Auto-activate toggle button on the Grant RMA for Device page, you must activate the new device or devices manually.

      To activate the device or devices in the NFX cluster manually:

      1. On the Devices page, do one of the following:

        • To activate both the devices in the cluster, select the cluster (if the entire cluster is RMAed) and click Activate Device.

        • To activate a single device in the cluster, select the device (if a single device is RMAed) and click Activate Device.

        The Activate Device page appears.

      2. Enter the activation code for the device and click Next.

        The progress of device activation is displayed.

        After 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. Hover over the RMA tag to see the additional steps that you need to perform to complete the RMA process.

  7. Push the following configuration to the newly provisioned devices manually:
    Note:

    • In SD-WAN deployments, once the new devices are in the PROVISIONED state, you can proceed to configure the devices by pushing application signatures, certificates, and policies manually.

    • 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.

  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.

Perform 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, click More > Grant RMA to provide details of the new device. See Grant Return Material Authorization (RMA) for a Device for details.
    Note:

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

    • Before you grant RMA, ensure that you have uploaded the required license for the new device from the Device Licenses page (Administration > License > Device Licenses).

  6. 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.

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