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Request RMA Reactivation

Initiate a Return Merchandise Authorization (RMA) request either to return the existing Edge or to replace an Edge.

There are several scenarios that require an Edge RMA reactivation. The following are the two most common scenarios:
  • Replace an Edge due to a malfunction - A typical scenario that requires an Edge RMA reactivation occurs when a malfunctioned Edge of the same model needs replacement. For example, a customer needs to replace a 520 Edge model with another 520 Edge model.
  • Upgrade an Edge hardware model: To replace an Edge with a different Edge model than the original, provision a new Edge in the Orchestrator and manually replicate the configuration from the old Edge to the new Edge before deleting the old Edge from the Enterprise. Use a different hardware model when performing an RMA Reactivation.
    CAUTION: Activating the new Edge deletes various configurations, such as Edge-override interface settings. As a result, the Edge may lose connectivity until the administrator reconfigures these settings.
Note: Only activated Edges support RMA reactivation request.
Initiate the RMA reactivation request using one of the following methods:

Request RMA Reactivation Using Edge Auto-activation

To request RMA reactivation using Edge Auto-activation:
  1. Log in to the Orchestrator, and in the Partner portal, go to Configure > Edges .
  2. Select the Edge for replacement.
    The Edge Overview page appears.
  3. Scroll down to the RMA Reactivation area, then select Request Reactivation to generate a new activation key.
    The status of the Edge changes to Reactivation Pending mode.
    Note: The reactivation key is valid for one month only. When the key expires, a warning message appears. To generate a new key, select Generate New Activation Key.
  4. In the RMA Serial Number field, enter the serial number of the new Edge that needs activation.
  5. From the RMA Model drop-down menu, select the hardware model of the new Edge that needs activation.
    Note: If the Serial Number and the hardware model do not match the new Edge, the activation fails.
  6. Select Update.
    The new Edge's status changes to Reactivation Pending, and the old Edge's status changes to RMA Requested.
  7. To view the Edge State, go to Service Settings > Edge Auto-activation .
  8. Complete the following tasks to activate the new Edge:
    1. Disconnect the old Edge from the power and network.
    2. Connect the new Edge to the power and network. Verify the Edge’s internet connection.
    The new Edge connects to the Orchestrator for automatic activation. The new Edge's status changes to Activated.
Return the old Edge to clear the RMA Requested logical entry from the Service Settings > Edge Auto-activation page.

Request RMA Reactivation Using Email

To request RMA reactivation using email:
  1. Log in to the Orchestrator, and in the Partner portal, go to Configure > Edges .
  2. Select the Edge for replacement.
    The Edge Overview page appears.
  3. Scroll down to the RMA Reactivation area, then select Request Reactivation to generate a new activation key.
    The status of the Edge changes to Reactivation Pending mode.
    Note: The reactivation key is valid for one month only. When the key expires, a warning message appears. To generate a new key, select Generate New Activation Key.
  4. Select Send Activation Email to initiate the Edge activation Email with instructions. The Email consists of the instructions along with the activation URL. The URL displays the Activation key and the IP address of the Orchestrator.
  5. Complete the following tasks to activate the new Edge:
    1. Disconnect the old Edge from the power and network.
    2. Connect the new Edge to the power and network. Verify the Edge’s internet connection.
    3. Follow the activation instructions in the email. Select the activation link in the email to activate the Edge.
    The Edge downloads the configuration and software from the Orchestrator to complete activation.