This Article describes how to Initiate RMA and Onboard the device on the Site.



A return merchandise authorization (RMA) return authorization (RA) or return goods authorization (RGA) is a part of the process of returning a product to receive a refund, replacement, or repair during the product's warranty period. 


Versa Networks provides RMA over Portwell, Advantech, Silicon, and CSG Boxes on a warranty period of 2 years.





STEP:1 - Once FE is assigned by the Galore/Scogo team and FE reached the site and gets the console access over the device, we need to coordinate with FE and do the onboarding of the new device. 


The process to get Console access and replace the Device - 


1. Take the AnyDesk ID from the FE.

2. Connect to the FE's laptop via AnyDesk

3. IPv4 Config to be done on the laptop under Network configuration-

  •  ipv4 address: 10.10.10.9/24 and GW 10.10.10.10.

 



Connect to the Device


(a). For Portwell devices:


 


  • Use a Patch cable and connect one end to the LAN 7 port of the Device and the other to the Laptop (NIC/Ethernet port).
  • if we are not able to ping the GW or if we don’t see the Port (LAN 7) blinking, try Restarting the router. (restart 2-3 times until we get the connection)
  • Once the connection is Up,
  •  SSH to the 10.10.10.10 to get console access and Check the Software Version.


(b). For Advantech Devices:

 

  • Use a Patch cable and connect one end to LAN 7 or LAN 0 Port of the Device and the other to the Laptop (NIC/Ethernet port).
  • if we are not able to ping the GW or if we don’t see the Port (LAN 7 or LAN 0) blinking, try Restarting the router. (restart 2-3 times until we get the connection)
  • Once the connection is Up,
  •  SSH to the 10.10.10.10 to get console access and Check the Software Version.



(c). For Silicon Devices:


  • Use a Patch cable and connect one end to the LAN 0 port of the Device and the Other one to the Laptop (NIC/Ethernet port).
  • if we are not able to ping the GW or if we don’t see the Port (LAN 0) blinking, try Restarting the router. (restart 2-3 times until we get the connection)
  • Once the connection is Up,
  •  SSH to the 10.10.10.10 to get console access and Check the Software Version.

 

(d). For Versa CSG Devices:


  • Use a Patch cable and connect one end to the LAN 0 or LAN 5 port of the Device and the Other one to the Laptop (NIC/Ethernet port).
  • if we are not able to ping the GW or if we don’t see the Port (LAN 0 or LAN 5) blinking, try Restarting the router. (restart 2-3 times until we get the connection)
  • Once the connection is Up,
  •  SSH to the 10.10.10.10 to get console access and Check the Software Version.



STEP:2 Upgrade the Device (Only if required)

  • If the Software is Lower than 22. x.x, We need to upgrade it to the 22.1.4 release ( or as per customer running release)
  • Download the Software from the Versa Announce box link.
  • .bin for Xenon (Intel) and wsm.bin for (Atom processor) and upgrade the device (Verify md5).
  • You can tell FE to download this image on his laptop and upgrade the box or you can upgrade directly from Director.


   **NOTE: Do the PreChecks and PostChecks.**

 


STEP:3. Staging/Onboarding


  • Get in touch with the ICICI Router team and Provide them with the New Device Serial Number.

  • They will remove the old appliance from the director and replace the serial number with the new one on the Director (in the workflow template).
  •  They will provide a staging script that we need to run on the new device.
  • Connect the WAN cable/Cables to the New device (Done by FE as per Router teams Instructions.)
  • Do a "request erase running-config" to delete the existing config and make sure all the services are running before staging.
  • Run the Staging script. The device gets rebooted with configuration.
  • Check the Configuration. (IP addressing and SLA status etc...)
  • Check if the customer can access all the applications.

 

 STEP:4 - After Onboarding the New Device to the Customer Site. FE will collect the faulty box from the site.