Manual Device Recovery

Network Edge virtual devices require a manual recovery process in cases where the Virtual Network Function (VNF) goes into an unrecoverable state. This topic provides general instructions for the recovery for the following device VNF types.

  • Arista CloudEOS (Router)

  • Check Point CloudGuard Security (Firewall)

  • Cisco Catalyst 8000V Autonomous mode (BYOL)

  • Cisco Adaptive Security Appliance (Firewall)

  • Fortinet FortiGate (Firewall / SD-WAN)

  • Juniper vSRX (Firewall / SD-WAN)

  • Palo Alto VM-Series Firewall

  • ZScaler App Connector and Private Service Edge

If you are looking for RMA process for other VNF types including SD-WAN devices, please refer to the following documentation.

What is Manual Device Recovery?

If you want to replace a VNF due to issues with VNF itself (not related to the underlying infrastructure), use the self-guided RMA (Return Merchandise Authorization) process from the Network Edge portal. This process re-instantiates the VNF to the initially provisioned image without changing Virtual Connections associated with the VNF. You are responsible for restoring your device configuration and then re-applying the license.

Recover Device

This section describes the high-level workflow of the RMA process. Each vendor requires different information to start the RMA process.

Note: Device recovery using the RMA Process assumes that you have a backup of the device software configuration to restore. It is highly recommended that you back up your configuration periodically. Additionally, you are responsible for re-applying the license. Equinix cannot re-apply the license for you.

Required Information

The following information is required by each vendor.

Device Type Attributes Required
Cisco Catalyst 8000V Autonomous mode SSH Public Key, username for SSH / console access, License Token (BYOL)
Fortinet FortiGate Firewall SSH Public Key, username for SSH / console access, Token ID or FortiFlex license
Fortinet FortiGate SD-WAN Token ID or FortiFlex license, Temporary Password, Controller IP (Controller/Orchestrator IP)
Palo Alto VM-Series Firewall SSH Public Key, Token ID (Optional for non-Cluster)
Zscaler App Connector and Private Service Edge Image version, SSH Public Key, Provisioning Key

Re-Instantiate Device

  1. Sign in to Equinix Fabric.
  2. On the Network Edge menu, select Virtual Device Inventory.

  3. Use the search filters to locate the virtual device you want to recover. Make sure you select the correct device to recover.

  4. Click the device name, and then click Tools.

  5. In the RMA Device section, click Create RMA Request. The required information is dependent upon the vendor. See the table below for each vendor’s specific RMA request example.

  6. Vendor RMA Request Example
    Arista CloudEOS
    Check Point CloudGuard Security
    Cisco Adaptive Security Appliance
    Cisco Catalyst 8000V Autonomous Mode
    Fortigate Firewall
    Fortigate SD-WAN
    Juniper vSRX
    Palo Alto Networks VM-Series Firewall
    Zscaler App Connector and Private Service Edge
  7. After entering the required information for your device, click Request RMA.
  8. In the Confirm RMA Request box, click Submit RMA Request.

Warning: Once the request has been submitted, this process can’t be canceled.

While the RMA device request is in progress, the device status will change to Provisioning.

Once the RMA process is done, the RMA status changes to Completed and includes a timestamp. The Device Provisioning Status changes to Provisioned.

If any issues prevent the RMA process from completing successfully, the RMA status will read RMA Failed. If a failure occurs, open a support case. For information about opening a case, see Support.