These are some of the critical steps when performing a Cisco 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
1.Raise a Cisco TAC 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)
2.Before performing any recovery action, ensure all files are backed up. Using an external USB disk is recommend for quick transfer of files.
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)
3.Attempt a device recovery. If the router is unresponsive:
- Connect to the router using a console cable.
- Coordinate all troubleshooting activities with the assigned 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
- Crash messages or boot failures
4.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 typically don't include:
- Power supplies
- Rack mounting ears/kits
- Existing SFP/GBIC modules
Step 2: Hardware Replacement
5.Once the RMA replacement router arrives, 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.
6.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
7.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
8.Transfer the IOS-XE and ROMmon files from USB 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
9. 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: License File Restoration
9. 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.
#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
10. Enable 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
10. To prevent router 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
11.Copy the startup-config (from old router) via USB to running-config (RMA router).
#copy usb0:startup-config-new running-config
12.Perform RMA router validation and save config.
show inventory
show version
show platform
show ip interface brief
show ip bgp summary
write memory
13. 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
14. Put the faulty Cisco router using the same box that was sent. Use the Cisco POWR portal to arrange the courier pickup. Also ask the courier to print and apply the shipping label in the box.
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