Returned Merchandise Authorization (RMA)

Let us learn about Prisma SD-WAN Returned Merchandise Authorization (RMA).
Returned Merchandise Authorization (RMA) process allows users to replace either failed or malfunctioning ION devices with new or reused, functional ION devices at a branch or a data center site. A device can fail or malfunction for a number of reasons, such as a device chip failure, device misconfiguration, or from daily wear and tear. If the device is unusable due to a malfunction or overall failure, the RMA process can be used to replace the failed or malfunctioning device.
Before you begin the RMA process:
  • Make sure that the replacement device is able to connect to the Prisma SD-WAN controller. This may require you to have access to the device through the web interface or have the device connected to an out of band management network.
    • If the device is able to get an IP through DHCP on the Internet / Used for Public port which allows it to connect to the Prisma SD-WAN controller, then no action is required and the device should come online automatically.
    • If the device is able to get an IP through DHCP on the Controller port which allows it to connect to the Prisma SD-WAN controller, then no action is required and the device should come online automatically.
    • If the device needs to have an IP configured statically on the Internet / Used for Public or Controller port, then you must console into the device and configure the IP address.
  • Make sure that you have out-of-band access available for the replacement device to connect to the Prisma SD-WAN controller.
    • If the out-of-band access is using DHCP to acquire IP addresses, connect the circuit to the internet port and wait till the replacement device comes online, before replacing the failed device.
    • If the IP address needs to be statically configured, console into the device and configure the IP address for the controller or the internet port.
  • Ensure the following with the replacement device:
    • It is in a claimed and online state, and visible under
      MAP
      Claimed Devices
      .
    • It is the same device model and has matching bypass pairs as that of the failed device.
    • It has the same software version as that of the failed device.
  • The RMA wizard attempts to transfer all configurations from the failed device to the replacement device. However, there are a few conditions that requires manual intervention. The RMA wizard transfers all configurations with the exception of the particular configuration items listed in the scenarios below.
    • Public/Internet Interface—If the replacement device internet or used-for-public interface is pre-configured with Static IP configuration, the RMA wizard will not overwrite this configuration in the replacement device. In addition, if this interface is a potential member of a bypass pair or a virtual interface, then the bypass pair or the virtual interface will not be created in the replacement device.
    • PPPoE—If the replacement device is pre-configured with PPPoE interfaces, the RMA wizard will not update or remove any existing PPPoE interfaces from the replacement device.
    • Bypass Pairs—If the WAN port of a decoupled hardware bypass pair and the controller port on the failed device is DHCP-configured, then any matching bypass pairs on the replacement device will not be decoupled and the configuration of its member ports will not be transferred over to the replacement device. In such an event, the bypass pair will have to be decoupled and its member ports configured manually after the RMA process.
    • Advanced UI (Extension API)—If any of the Prisma SD-WAN Advanced UI features reference a VPN ID, settings for the following features will not be transferred over automatically. Contact Prisma SD-WAN Customer Support for assistance with properly transferring over the settings to the replacement device.
      • Bi-directional Forwarding Detection (BFD).
      • Link Quality Monitoring (LQM)—Type (namespace) 'thresholds/lqm/media'.
      • Application Performance Thresholds that reference an optional VPN path ID.

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