Issue: RMA is failing with the following error
Initiated by: System
Running Messages:
Errors :
Checks to Perform:
1) Check if the appliance key is present in the DB. If it returns empty, that is the issue.
admin@JRS-VD-Standby:~$ sudo -Hu postgres psal -d vnms
could not change directory to "/home/admin": Permission denied psal (15.3 (Ubuntu 15.3-1.pgdg18.04+1))
Type "help" for help.
vnms=# select * from appliance_keys where device_name='DUT-Appliance';
| uuid | device_name | pvt_key | public_key
(0 rows)
vnms=#
2) If the appliance is reachable through the staging IP (while the task failed with the above error) then get the public and private key using the command.
admin@JRS-VD-Standby:~$ sudo su versa
versa@JRS-VD-Standby:~$ cd /opt/versa/vnms/scripts/
versain@JRS-VD-Standby:~$./scp_bin_util.sh <branch_ip>
versa@JRS-VD-Standby:-$./flex_key_show.sh <branch_ip>
Eg:
admin@JRS-VD-Standby:~$ sudo su versa
versa@JRS-VD-Standby:~$ cd /opt/versa/vnms/scripts/
versa@JRS-VD-Standby:.../vnms/scripts$ ./scp_bin_util.sh 10.155.0.27
Warning: Permanently added '10.155.0.27' (ECDSA) to the list of known hosts.
flex_privkey_util 100% 7769KB 3.2MB/s 00:02
versa@JRS-VD-Standby:.../vnms/scripts$ ./flex_key_show.sh 10.155.0.27
Warning: Permanently added '10.155.0.27' (ECDSA) to the list of known hosts.
cat: /opt/versa/etc/branch_model: No such file or directory
private_key :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
public_key :MIIBIjANBgkqhkiG9w0BAQEFAAOCAQ8AMIIBCgKCAQEAvJLqLdIG98go3nDLNQjxaY1AF7O6MW6jlA8Vtw1rGeNp8f2cbJLVg2zKqWHeCZvN5T0h9YfeZfW0Ql6+IYBcgRyCoPhVQETqnfSQtJZe5a4Jha3ewGXaGbeDf8e9UoH1fLQbuXnLLuxqCpBFPb6hbtgbhFBa/CmcmVoo4pHrSrI5WPrR+sv9otfOYZZ6E3ftdMY09FmeUXp5TtBoHS9QPGi75Hvx1E1lIziC/P9aWPigw8iJFzvJMqN1ulA16XTL7350CBXaAnfDRzLjC5/suEjZ2h532/KFHlGODTvua4s+StJqa3YkKg+qEkW+IY+OuBj5T92r9ATrWXg9B6CFowIDAQAB
Warning: Permanently added '10.155.0.27' (ECDSA) to the list of known hosts.
versa@JRS-VD-Standby:.../vnms/scripts$
3) Get the UUID of the Appliance from DB
vnms=# select * from appliance_status where name='DUT-Appliance';
uuid | name | last_updated_time | ping_status | services_status | sync_status | yang_compatibility_status | overall_status | branch_maintenance_mode | branch_maintenance_mode_ip
--------------------------------------+---------------+---------------------+-------------+-----------------+-------------+---------------------------+----------------+-------------------------+----------------------------
c8b50753-a543-4df4-9e1d-c19edef711cf | DUT-Appliance | 2026-02-12 09:56:05 | UNREACHABLE | UNKNOWN | UNKNOWN | Unavailable | NOT-APPLICABLE | f |
(1 row)
vnms=#
4) Insert the above into the DB appropriately as below
vnms=# insert into appliance_keys (uuid, device_name, pvt_key, public_key) values ('c8b50753-a543-4df4-9e1d-c19edef711cf','DUT-Appliance','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','MIIBIjANBgkqhkiG9w0BAQEFAAOCAQ8AMIIBCgKCAQEAvJLqLdIG98go3nDLNQjxaY1AF7O6MW6jlA8Vtw1rGeNp8f2cbJLVg2zKqWHeCZvN5T0h9YfeZfW0Ql6+IYBcgRyCoPhVQETqnfSQtJZe5a4Jha3ewGXaGbeDf8e9UoH1fLQbuXnLLuxqCpBFPb6hbtgbhFBa/CmcmVoo4pHrSrI5WPrR+sv9otfOYZZ6E3ftdMY09FmeUXp5TtBoHS9QPGi75Hvx1E1lIziC/P9aWPigw8iJFzvJMqN1ulA16XTL7350CBXaAnfDRzLjC5/suEjZ2h532/KFHlGODTvua4s+StJqa3YkKg+qEkW+IY+OuBj5T92r9ATrWXg9B6CFowIDAQAB');
INSERT 0 1
vnms=# select * from appliance_keys where device_name='DUT-Appliance';
vnms=#
5) Then retry the RMA by re-running the staging script with the replacement SN.
Contact Versa support if you still notice any issues.