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NovaVMS Manual

Return a failed unit for RMA

Return a failed unit for RMA

Use this procedure for any camera or gateway that failed in field — no power, no boot, image fault, sensor fault, PoE port damage. RMA is to the original vendor (Hikvision, Axis, Raspberry Pi, etc.), not Novalien. NovaVMS just tracks that the unit is out.

Procedure

  1. Collect from the failed unit’s physical label:

    • Serial number (usually 12-digit, on bottom sticker)
    • MAC address (6-byte, on same sticker)
    • Model number (e.g. DS-2CD2143G2-I)

  2. Collect from NovaVMS, before you delete the camera/gateway:

    • Firmware version — Camera or gateway detail page → Details tab.
    • Last error message — Diagnostics panel (US-CAM-12).
    • Last seen timestamp — header of detail page.

  3. Photograph the failure mode if visible — cracked housing, burn mark, IR LED out, water ingress. One close-up plus one wide for context.

  4. Call or email the vendor’s RMA desk. Give them: serial, MAC, firmware, symptom, photos. They return an RMA number (typically alphanumeric, 8–12 chars).

  5. Print the RMA number, tape it to the outside of the shipping box. Inside the box: failed unit, no power brick, no mounting screws, no cables.

  6. Ship via vendor-specified carrier. Retain tracking number.

  7. In NovaVMS, annotate the camera/gateway with the RMA state. Until a dedicated field ships, use the description field on the camera or gateway:

    RMA-NNNNNNNN awaiting replacement, shipped 2026-04-21, vendor Hikvision

    Paste the exact RMA number so the next installer can track it.

  8. If you are swapping in a loaner or replacement now, follow Swap a failed camera Path A or Path B.

  9. When the replacement unit arrives from the vendor, clear the description note or replace it with the in-service date.

Common variations

  • Vendor ships replacement before receiving failed unit (advance replacement) — swap the replacement in first (Path A), then ship the failed unit within the vendor’s deadline (usually 14 days) or they bill you.
  • Warranty expired, paid repair — same flow, but capture the quote email before shipping. The customer needs it for PO approval.
  • Unit is gateway hardware (Pi, NUC) — RMA goes to the hardware vendor, not Novalien. Re-imaging a replacement requires re-pairing the gateway (new API key).

If this didn’t work

  • Vendor won’t issue RMA without proof of purchase → pull the PO from the customer’s records, not NovaVMS.
  • Camera description field rejects the note → check length (max 500 chars) and special characters.