The Returned Merchandise Authorization (RMA) process allows users to replace 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 several reasons, such as chip failure, misconfiguration, or 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.

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. Remember that multiple replacement devices might be available, so choose the one with the device status online.

When replacing a device, it's essential to ensure that the replacement device is in an unclaimed and online state. Check this by navigating to WorkflowsPrisma SD-WAN Setup Devices Unclaimed Devices. Additionally, ensure the replacement device connects to the Prisma SD-WAN controller. To do this, test its connectivity by verifying it can connect with the device. This will allow you to troubleshoot and resolve any issues that could arise during the connection process.