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RMA Wizard

Support > Technical Assistance > RMA

The RMA (Return Merchandise Authorization) Wizard automates the RMA process for an exchange or replacement of your appliance, if needed. It includes appliance discovery, the version of the appliance, and a backup selection. Use this screen as instructed by Support to prepare an RMA.

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Note the following before you begin the RMA process.

  • Upgrade or downgrade the new appliance to the same software version before shipping to the site. This will save time.

  • Perform a backup of the Orchestrator and EdgeConnect appliances.

  • Install the new EdgeConnect appliance onsite.

  • When Orchestrator discovers the new device, do not approve it. Start the RMA process to move the license to the new EdgeConnect appliance.

Run the RMA Wizard

Complete the following steps to RMA your appliance.

  1. Navigate to the RMA tab in Orchestrator.

  2. Select the appliance you want to replace from the menu.

    NOTE: The IP address, appliance model, hostname, serial number and software version will auto-populate after you select the appliance.

  3. Select the newly discovered appliance that will replace the current appliance.

    NOTE: The IP address, appliance model, hostname, serial number and software version will auto-populate after you select the appliance.

  4. Click Next >.

  5. If you are adding a backup appliance, proceed to the next section. Otherwise, click Apply.

    The Applying Configuration dialog box opens and displays the status of the upgrade and restore.

Add a Backup Appliance

If you choose to add a backup appliance from the table, complete the following steps.

  1. Select the backup appliance from the table.

  2. Select the version you want the backup appliance to have from the drop down menu.

    NOTE: If your selection results in a software downgrade, a backup must be provided.

Upgrade and Downgrade

If the software version you selected for your backup appliance is higher than that of the discovered appliance, you will need to do the following:

  • Upgrade to the new version using Orchestrator.

  • Back up the appliance from a restore, if applicable.

If the software version you selected for your backup appliance is lower than that of the discovered appliance, you will need to do the following:

  • Install the desired version as a next boot on the appliance.

  • Restore from backup.


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