SmartRG RMA Procedure for SmartRG Partners & Vendors

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The SmartRG Return Merchandise Authorization (RMA) process is designed to be simple to use with a goal of delivering timely responses and replacement of defective CPE products.

SmartRG Support and Operations work with partner Support teams and other personnel (such as Returns Processing teams) to process the RMA requests submitted via Remedy.

Process Overview

1. When a customer reports an issue with a gateway unit to the partner who supplied the unit, the partner’s Support team works with the customer to resolve the issue using the guidelines provided in Partner CPE Test Instructions.
2. If the partner cannot resolve the issues, SmartRG Support works with the partner to resolve the issues and avoid creating an RMA Request.
3. If the issues cannot be resolved, and the device must be replaced, the customer submits an RMA request to the partner who responds to the customer.
4. If the issues still cannot be resolved, the partner:
   1. Documents the product information and testing results/issues in the SmartRG RMA Device List spreadsheet. The following information is required:
      • Company Name
      • Model (one entry for each model type)
      • Serial Number (one for each unit)
      • Issue (include testing results in this field)
      • Software Version Used for Testing
   2. Opens an RMA Request type Support Case, following the instructions in Submitting an RMA.
5. A Customer Care Agent reviews the request and validates the warranty. If necessary, the agent assigns the ticket to SmartRG Support to verify the reported issues and contact the customer with any follow-up questions or information. The Customer Care Agent submits the RMA for authorization.
6. When the RMA is authorized, the Customer Care Agent processes the replacement order and emails the RMA number to the reporting party.
7. If requested, the customer sends the defective product to SmartRG for further analysis. In this case, the Customer Care Agent will update the ticket with shipping instructions (including the ‘ship to’ address).

Devices are not typically returned. However, SmartRG, Inc. reserves the right to request that all or some RMA submittals include returning the device(s) for independent analysis/testing of the reported problems.

In all cases, the device must be returned, destroyed, recycled or permanently decommissioned within 90 days of receipt of the replacement equipment.

Note: If the device is not destroyed and appears in a return or support request after the date of destruction, the list price of the equipment shipped as a replacement for the device will be invoiced.

RMA Criteria

To qualify for an RMA, a SmartRG product must meet the following criteria:

• Product is still under warranty. The SmartRG warranty of CPEs is 2 years from date of shipping (Operations will determine whether the submitted devices are In Warranty [IW] or Out of Warranty [OoW].)
• Product must be free of physical damage.
• Product has not been exposed to electrical surge.
• Product does not recover to usable state after the Customer CPE Test Instructions have been applied and inclusive recovery methods are exhausted.

Note: Any returned product that has been subjected to physical damage or electrical surge may be subject to a handling fee of $20 per unit.

Issue Categories

Units are categorized according the type of issue reported:

• Damaged units
• Flashing units
• Problematic units
• Non-problematic units

Damaged Units

When customers receive damaged units from the partner, the partner processes the RMA.

Flashing Units

Note: Units that are incorrectly flashed by the customer or partner are not eligible for RMA and will be returned to the partner.

If the issue is due to flashing, the partner should proceed as follows:

1. Instruct the customer to return the affected CPEs.
2. After receiving the units, attempt to correct the flashing issues.
3. If this is not successful, quarantine the units, recycle them, and send replacement units to the customer.

Problematic Units

Problematic units are units that are still under warranty, do not fit in the above categories, but are in a condition that is not deployable for full proper use.

1. The customer requests an RMA from the partner.
2. The partner replaces the units.
3. The partner fills out the RMA Device List and creates an RMA Request Support Case in the ADTRAN Support Community. The partner attaches the RMA Device List to the Support Case.
4. SmartRG processes the RMA.

Non-Problematic Units

Units with the following issues are not considered problematic and no RMA will be issued for them:

• “Not Syncing”: Units with this issue are not authorized for return. Instead, Support and/or Operations perform further analysis and troubleshooting. Typically, such units can be made usable/functional by applying (or re-applying) an approved configuration file.
• Incorrect Configuration: Make sure that the correct firmware level and default configuration Files are applied to the unit(s) associated with the issue. Example: Units going to end-customer ISPs in Canada generally require the Bell Canada Default Configuration (or to have Stinger mode enabled) so they can operate on the Bell Canada network (where Stinger DSLAMs may still be in use).
• Backlevel Configuration: These units are configured with firmware that does not align with the latest approved firmware version or that has default configuration files which do not have the correct configuration defaults (different origin names are expected).

Partner CPE Test Instructions

Step	Instructions
1.	Plug in the device using a power adapter known to be in good working condition to verify that the device boots up. If it does boot up, continue to the next step. If it does not boot up, add that information to the RMA Device List spreadsheet in the Issue column and continue with the next device.
2.	Locate the Reset button on the device and press it (using an appropriate utility tool or a paper clip that fits in the hole) until the modem’s Power LED changes color*. This sends the device into Recovery Mode (or CFE Recovery Mode) which allows it to bypass any custom settings. *On most SmartRG models, this may appear as a change from green to red (or orange-red) after approximately 20 seconds. On older models (such as the SR10), this LED color change will not occur. For these models, make sure you press the button for at least 10 seconds before letting go.
3.	Place a static IP on the test PC (e.g., 192.168.1.10/24) by changing its local LAN Ethernet adapter settings on the interface where you will access the device locally via Ethernet cable.
4.	Log into the device. Paste the address listed below in the web browser on the PC and press Enter. Local Access IP: Local Access IP (in Recovery Mode): 192.168.1.1/admin 192.168.1.1 A login window may appear. If so, enter the following credentials. User name/password: admin/admin Upgrade the device to the latest GA Firmware. For detailed instructions, see Upgrading Firmware.
5.	Configure the device with the appropriate WAN interface for xDSL or Ethernet.
6.	If applicable, disable TR-069. The device assumes the TR-069 client is set to Enable and has a real ACS URL attributed. In the client settings, in the ACS URL field, enter a bogus ACS URL (e.g., 2.2.2.2), and click Apply/Save.
7.	Connect the physical WAN interface and reboot the device.
8.	After the device reboots: a.  Verify all LEDs function. b.  Verify LAN and WAN ports are responding (can surf the Internet). c.  If it’s a multi-port unit, verify each LAN port is responsive. If any LEDs or ports are not functioning properly, the modem is defective. Enter details about the failed aspect in the RMA Device List for this MAC in the Issue column. If the modem passed testing, continue to the next step.
9.	If applicable, configure Wi-Fi on the device through the local GUI (as would be typical in the case of modem-gateway deployment to endpoint customer) and connect a PC wirelessly to the device. If you are unable to successfully browse the Internet, mark the device as Wireless Failed in the RMA Device List for this MAC in the Issue column. If you are able to successfully browse the Internet, continue to the next step.
10.	Restore the device settings to Default (via Management > Settings > Restore Default in the GUI). Once done, CPE TEST is considered completed.
11.	If the device passed testing, now is a good time to load the applicable software and configuration file (if applicable) prior to restocking.
Important: For customers using custom firmware and/or custom Default Configuration Files who are having trouble with the above instructions, open a Support Case in the ADTRAN Support Community, requesting assistance with alternative recovery methods.

Upgrading Firmware

Updating firmware generally takes about 2 to 3 minutes.

Step	Instructions
1.	Make sure you have latest GA firmware. To download generic firmware, go to the Software section in the ADTRAN Support Community and click on SmartRG Firmware to display a list of products. Click the product that you want to upgrade and download the applicable release package. To download custom firmware, click My Customer Dashboard in the right menu and then go to the firmware page for your company.
2.	Connect to the local GUI on the device.
3.	Expand the Management section and click Update Software.
4.	Click Browse, select the firmware file to be applied from your PC and click OK.
5.	Click Update Software.
6.	After the update is completed, reset the device to factory defaults (or to customer defaults if custom firmware is being used): Click Management > Settings > Restore Default. Click Restore Default Settings. The gateway reboots. If necessary, you can reconfigure the gateway.

Submitting an RMA

Note: Before proceeding, make sure you have completed the information requested in the SmartRG RMA Device List spreadsheet.

Step	Instructions
1.	Login into the ADTRAN Support Community.
2.	On the right side of the page, below CONTACT SUPPORT, click GET STARTED. The Open/View a Support Case page appears.
3.	Below the Reminder image, click Create/View Support Cases.
4.	Follow the instructions on the new page to create a support case and indicate an RMA is needed.
5.	Select the product type: ·      Product Family: SmartRG ·      Product Series: SmartRG Gateways
6.	In the Explain your Support issue section, fill in the fields as follows: ·      Case type: Trouble Resolution (TR) ·      Priority: Select the appropriate priority for this request. ·      Case Title/Summary: SmartRG RMA Request ·      Detailed Description of the issue: Include any information that would be useful in resolving the reported issue.
7.	Click Next. The contact information form appears.
8.	Enter your contact information. If you wish to be contacted by telephone instead of email, select Telephone for the Contact me via field at the bottom.
9.	Click Submit. The case details form appears.
10.	Review the information.
11.	At the bottom of the form, click UPDATE THIS CASE. The cases opened under your account are shown.
12.	Click the link for the case number you just submitted. The case details page appears.
13.	On the right side of the page, under Upload a File, click Browse to select your device spreadsheet and then click Upload. The Complete Upload(s) message appears.
14.	Make any other necessary changes to the case details and close the page.

Reminder: Remember to check the ADTRAN Support portal periodically for updates to your Support Cases.

From this point, the SmartRG Support team takes over and will update the Support Case periodically with feedback, questions and next steps. Operations also updates the Support Case with their findings and RMA reference/replenishment shipping information.

Once shipping has been arranged with the customer, Operations sets the Support Case to Resolved.

After verifying that the customer has received any replenishment shipments, Support closes out the Support Case.