These are some of the critical steps when performing a Cisco hardware Return Material Authorization (RMA). This applies to any Cisco device, i.e. router, switch, firewall, etc. The common RMA FAQ can be found in this link. I broke down the RMA process into these different steps (with the help of AI):
Step 2: Hardware Replacement
Step 3: Initial RMA Router Validation
Step 4: Install the Required Software
Step 1: Initial Troubleshooting and Cisco TAC Engagement
Raise a Cisco TAC service request (SR) case via the Support Case Manager portal (CCO login required).
- Detailed problem description
- Impact assessment and outage details
- Network topology or Visio diagram (recommended)
- Device model and serial number
- Relevant timestamps
- show log
- Required
showcommand outputs show tech-support- Crash information if available (show crashinfo)
Before performing any recovery action, ensure the necessary device files are backed up. Using an external USB disk is recommended for quick file transfers.
Backup the following from the reported router, if applicable:
- IOS-XE image
- ROMmon firmware
- startup-config from NVRAM (dir nvram:)
- License files (show license all)
Attempt device recovery if the router is unresponsive:
- Connect to the router using a console cable.
- Coordinate all troubleshooting activities with the TAC engineer.
- Perform a hard reboot/power cycle
- Monitor/capture the entire boot sequence from console.
Verify:
- ROMmon accessibility
- IOS-XE boot progress
- Hardware diagnostics (POST)
- Crash messages or boot failures
Request Cisco TAC to initiate an RMA if troubleshooting and recovery efforts are unsuccessful
Confirm:
- Hardware part number
- Service contract entitlement
- Shipping address
- Delivery priority
Important: Cisco RMA shipment doesn't include:
- Power supply
- Rack mounting ear/kit
- Existing SFP/GBIC modules
Step 2: Hardware Replacement
Once the RMA replacement router arrives, prepare to shut down the failed device:
- Power off the faulty router.
- Label all connected cables:
- Power cables
- RJ45 Ethernet cables
- Fiber cables
- Document:
- Interface-to-cable mapping
- Installed SFPs/GBICs
- Rack position/slot
Remove hardware:
- Remove power supplies.
- Remove SFPs/GBICs.
- Remove rack mounting ears.
- Unmount the router from the rack.
Install the RMA Router:
- Transfer the following components to the RMA replacement router:
- Power supplies
- Rack mounting ears
- SFPs/GBICs
- Mount the RMA router in the rack.
- Reconnect:
- Power cables
- RJ45 cables
- Fiber connections
- Apply sticker labels to the front and rear of the chassis.
Step 3: Initial RMA Router Validation
Verify base hardware info on the RMA router and monitor its bootup via console. Execute the following commands:
show version
show platform
show license all
show run
Verify:
- Correct hardware model
- Correct memory size
- Module detection
- Chassis serial number
- License status
Step 4: Install the Required Software
Transfer the IOS-XE and ROMmon files from external USB disk to the RMA router bootflash.
copy usb0:asrxx-rommon.16xx.pkg bootflash:
copy usb0:asrxx-universalk9.16.xx.SPA.bin bootflash:
dir bootflash:
Verify the MD5 hash and compare it from the Cisco Software Center website.
#verify /md5 asrxx-rommon.16xx.pkg
#verify /md5 asrxx-universalk9.16.xx.SPA.bin
Perform the RMA router upgrade. Start with the ROMmon firmware upgrade first.
#upgrade rom-monitor filename bootflash:asrxx-rommon.16xx.pkg all
reload
show platform
Perform the main IOS-XE upgrade next.
configure terminal
no boot system
boot system flash bootflash:asrxx-universalk9.16.xx.SPA.bin // TARGET IOS-XE
boot system flash bootflash:asr1001x-universalk9.03.12.xx.bin // DEFAULT IOS-XE IN RMA
write memory
show run | inc boot
reload
Phase 5: Restore License Files
If the router is using a Traditional license (non Smart License), re-host or transfer the license file to the RMA router. Contact TAC License team to manually assist and email the Traditional license file. You can also ask the current TAC engineer to open a collaboration ticket with TAC License team to expedite the process.
#show license udi !! GIVE TAC LICENSE TEAM THE UDI SERIAL NUMBER
#copy usb0:/JAD23xx.lic bootflash:
#license install bootflash:JAD23xx.lic
show version
show license all
Enable the main physical interfaces that have the attached SFP and RJ45/fiber cables. Don't save the config at this stage yet.
configure terminal
interface TenGigabitEthernet0/0/0
no shutdown
interface GigabitEthernet0/0/1
no shutdown
interface GigabitEthernet0
no shutdown
To prevent remote access lock out, generate a new SSH key and temporary enable Telnet under the VTY lines. You can disable Telnet once remote SSH/AAA is working.
configure terminal
ip domain name local.com
crypto key generate rsa modulus 2048
line vty 0 4
transport input all
Copy the startup-config (from old router) via USB to running-config (RMA router).
#copy usb0:startup-config-new running-config
Perform RMA router validation and save config once it's fully operational.
show inventory
show version
show platform
show ip interface brief
show ip bgp summary
write memory
You'll also need to re-configure SNMP and re-poll the RMA router in your NMS server.
configure terminal
no snmp-server
snmp-server group <GROUP> v3 auth read <VIEW> access <ACL>
snmp-server user <USER> <GROUP> v3 auth sha <PW>
snmp-server view <VIEW> internet included
snmp-server view <VIEW> system included
snmp-server view <VIEW> interfaces included
snmp-server location <DEVICE LOCATION>
snmp-server contact <ADMIN CONTACT>
write memory
Put the failed Cisco router in the same box that was shipped. Use the Cisco POWR portal to arrange courier pickup. There's an option in the portal to request the courier to print the shipping label.
