Use the Returned Merchandise Authorization (RMA) process to replace failed or malfunctioning ION devices with new or reused, functional ION devices at a branch or data center site. Devices may fail or malfunction due to chip failure, misconfiguration, or daily wear and tear. If a device is unusable due to a malfunction or overall failure, you can use the RMA process to replace the failed device.

When replacing ION devices, you can opt for a like-like (same model) replacement or a like-unlike (different model) replacement. This flexibility allows you to select a replacement device that best suits your needs. If multiple replacement devices are available, select the one with an online status to ensure a seamless swap.

To ensure a successful replacement, the device must be in an unclaimed and online state. Additionally, ensure the replacement device connects to the Prisma SD-WAN controller. To do this, test the replacement device's connectivity by verifying it can connect to the controller.