---
title: "RMA Process"
slug: "rma-process"
description: "Review the Graphiant return merchandise authorization process for replacing or returning eligible hardware devices."
updated: 2026-07-15T20:39:00Z
published: 2026-07-15T20:39:00Z
canonical: "docs.graphiant.com/rma-process"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.graphiant.com/llms.txt
> Use this file to discover all available pages before exploring further.

# RMA Process

## Overview

Graphiant’s RMA process offers you:

- Seamless transition without traditional RMA handling
- Configuration transfer streamlined for both physical and virtual Edges
- Preservation of service continuity and configuration

> [!WARNING]
> Caution:
> 
> The device to be returned, and the replacement device, must be like-for-like models.

## RMA Process for Both Physical and Virtual Edges

### Step 1: Move the intended RMA device to Deactivated

From the Graphiant Portal Landing page, **click ‘Maintain’ in the sidebar; select ‘Device Lifecycle’.**

![Dashboard overview showing device lifecycle and usage statistics for network management.](https://cdn.document360.io/d86ecd1c-49f6-4fac-83cc-5e344f28f84f/Images/Documentation/Portal Landing Pg 9-25 'Maintain'; 'Device Lifecycle'(1).jpeg)

**Click on the ellipses** to the right of intended device to RMA; **select ‘Change Lifecycle State’**.

![](https://cdn.document360.io/d86ecd1c-49f6-4fac-83cc-5e344f28f84f/Images/Documentation/image(855).png)

A modal will open to select the new Lifecycle State.

**Select ‘Deactivated’.**

![Dialog box for changing device lifecycle state with options including 'Deactivated'.](https://cdn.document360.io/d86ecd1c-49f6-4fac-83cc-5e344f28f84f/Images/Documentation/RMA Lifecycle Change 'Deactivated' in modal.png)

**Click ‘Change Mode’.**

![Popup window for changing device lifecycle state to deactivated mode.](https://cdn.document360.io/d86ecd1c-49f6-4fac-83cc-5e344f28f84f/Images/Documentation/RMA 'Change Lifecycle' after Deactivated selected.png)

The device’s **Device Mode** will now be listed as **Deactivated.**

![Device configuration overview showing activated, staging, and deactivated statuses for devices.](https://cdn.document360.io/d86ecd1c-49f6-4fac-83cc-5e344f28f84f/Images/Documentation/cpe deactivated.png)

You will also see the Deactivated status of this device in the Device Lifecycle page.

(Click here for more information about [Device Lifecycle](https://docs.graphiant.com/docs/device-lifecycle).)

### Step 2: Deploy a New Device

Deploy a new Edge using the instructions found [here](https://docs.graphiant.com/docs/monitoring-1).

The new device will show a Lifecycle Status of “Staging”.

![Device configuration interface showing staging mode and connectivity status for Graphiant-Edge.](https://cdn.document360.io/d86ecd1c-49f6-4fac-83cc-5e344f28f84f/Images/Documentation/Screenshot 2026-07-13 at 9.34.08 PM.png)

### Step 3: Transfer the Configuration to the New Device

In the list of deactivated edges, there is an option to move the configuration from the deactivated device to a device in staging.

To the right of your deactivated Edge containing the configuration you wish to keep, **click the 3 dots, and in the dropdown, select** .

![Overview of device lifecycle states and software versions for network devices.](https://cdn.document360.io/d86ecd1c-49f6-4fac-83cc-5e344f28f84f/Images/Documentation/test-edge replace edge.png)

Confirm that the Current Edge and Replacement Edge are correct.

**Click ‘Replace Edge’.**

![Details of current and replacement edge devices with highlighted hostname information.](https://cdn.document360.io/d86ecd1c-49f6-4fac-83cc-5e344f28f84f/Images/Documentation/test-edge replace edge popup.png)

The device will no longer be in the Deactivated Edges table, as it is decommissioned automatically upon being replaced.

After the configuration has been moved successfully (this may take a few moments), the configuration of the deactivated Edge will be moved to the new device that is still in Staging.

![Device configuration table showing assigned inventory and device status details.](https://cdn.document360.io/d86ecd1c-49f6-4fac-83cc-5e344f28f84f/Images/Documentation/new edges.png)

When the RMA is complete, the new device can be [onboarded](https://docs.graphiant.com/docs/onboarding) using these instructions.

### Step 4: Decommissioning of Your Deactivated Device

The deactivated device will now be decommissioned automatically.

Decommissioned devices are no longer in your environment, and are removed from any tables/lists.

![image-20250828-174445.png](https://media-cdn.atlassian.com/file/c3f56d2a-9528-43cf-b36e-2c4998511f4d/image/cdn?allowAnimated=true&client=ae1355a4-04c6-4051-b08a-5e26870f9ea1&collection=contentId-3403612231&height=125&max-age=2592000&mode=full-fit&source=mediaCard&token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhZTEzNTVhNC0wNGM2LTQwNTEtYjA4YS01ZTI2ODcwZjllYTEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOmNvbnRlbnRJZC0zNDAzNjEyMjMxIjpbInJlYWQiXX0sImV4cCI6MTc3NTY4MDg5NCwibmJmIjoxNzc1Njc4MDE0LCJhYUlkIjoiNzEyMDIwOjI4MzBkMzM2LWFlZWYtNDkzNS1iMWM0LTI3M2QwNzBlZmJiYSIsImh0dHBzOi8vaWQuYXRsYXNzaWFuLmNvbS9hcHBBY2NyZWRpdGVkIjpmYWxzZSwiYXV0aFR5cGUiOiJzZXNzaW9uIn0.SGvd2Mx6UXSnChI3uyMfaDEJAcc5Qa9Avpi9Y3GSvOE&width=712#media-blob-url=true&id=c3f56d2a-9528-43cf-b36e-2c4998511f4d&clientId=ae1355a4-04c6-4051-b08a-5e26870f9ea1&contextId=contentId-3403612231&collection=contentId-3403612231)

> [!NOTE]
> To return any decommissioned hardware:
> 
> Open a case with [Graphiant Support](https://docs.graphiant.com/docs/about-graphiant-support#how-do-i-contact-graphiant-support).