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.

The process of Initiating RMA is given below:

STEP:1 - Whenever a Ticket comes for RMA, TAC Engineer has to verify whether the device is Hardware or Software Failure via console access. Initially, we need the Serial Number and the Device Model Name.

STEP:2 - Once the device confirms an HW failure we need to ask for the below details from the customer for RMA initiation.

Please get full site details in below format:

Site name: XXX
City: XXX
Street: XXX
Zip Code: XXX
Country: XXX
State: XXX
Site contact name: XXX
Site contact number: XXX 

STEP:3 - Once we get the details from the customer we need to Initiate the RMA with Galo-re/SCOGO Team. 

(a) Initiate RMA over Portal -  Check if the S/N is present on IRMA Portal https://irma.versa-networks.com/index.php Initiate RMA over Portal, else follow option (b)

 1. - We need to search the Serial number for the RMA.

2. - After searching we will get all the related details like Warranty, SLA, Customer details, etc for that Serial Number. we must click on Process RMA for Initiating RMA.

3. -  We have to fill in some information:

               (a). Support Ticket Number - which is raised by the customer.

               (b). Reason for RMA - Disk failure, Not powering up, etc

               (c). Correct Address - Complete address of the customer.

               (d). Logs - Logs that were shared by customers (if any).

Then click on INITIATE RMA.

After submitting the RMA request Agent will get a page like the below:

and get a mail like below:

4. - After getting mail agent has to loop 

For Ga-lore

TO: [email protected], [email protected], [email protected].

CC: [email protected], [email protected], [email protected], [email protected].

For SCOGO

TO: [email protected]

CC: [email protected], [email protected], [email protected], [email protected].

(b) If the Serial number is not present in the IRMA portal, Use the below-

 Initiate a mail to Surbhi Sinha for the addition of the serial number in the IRMA portal-

Agent must send a mail to Surbhi Sinha using the below format- (Same to be collected from customer)-

Subject: Add Serial Number in IRMA Portal || (Versa Ticket)

TO: [email protected]. 

CC: [email protected]

Hello Surbhi,

Please add the mentioned Serial number in the IRMA  portal. Please find the below details collected.

Once the Serial number gets added to the IRMA portal, please initiate the RMA as STEP-3.

STEP:4 - 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 Replacing 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.

4. 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 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.

5. Upgrade the Device

• If the Software is Lower than 21. x.x, We need to upgrade it to the 21.2.2 release ( or as per customer running release)
• Download the Software from this 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.**

6. 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:5 - After Onboarding the New Device to the Customer Site. FE will collect the faulty box from the site.

NOTE: (a). For ICICI BANK Versa is responsible for RMA (end to end) till the New Device is Onboarded.

            (b). For AXIS BANK Versa only support RMA not onboarding of the New Device. 
             (c). For HDFC BANK Versa doesn't support RMA, only Spectra supports RMA for this Bank.