Zebra Devices - MAC Address & Repair/Replacement Process

Where the MAC address comes from

Each Zebra device has its MAC address printed on a sticker on the back. When devices are shipped to us, the customer should list the MAC address on the RMA form (Return Merchandise Authorisation).

Our role

When we repair or replace a device, we provide the customer with the correct MAC address. If a device is replaced, we must state clearly: "Old MAC [xxx] has been replaced with new MAC [yyy]. Please activate the new one." We make sure they have all the details they need to complete activation on their side.

Customer role

The customer activates or re-activates MAC addresses in the Reflexis portal. They also handle housekeeping (keeping their list current, retiring old MACs, ensuring their records match what's deployed).

Defined process

Faulty Device Sent to Us

Customer ships the faulty device. The RMA form must include the device MAC address.

Repair / Reflash / Replacement

Our workshop team repairs or, if required, replaces the device.

MAC Address Handling

Whether repaired or replaced, the MAC address may need to be re-activated in Reflexis. If replaced, we always confirm both old and new MACs and request activation of the new one. This helps the customer keep their records accurate and avoid confusion later.

Activation in Reflexis

Activation itself is completed in the customer's Reflexis portal. Our responsibility is to ensure they have the right MAC information, explain what's changed, and support them with guidance if needed. We don't log into or manage Reflexis directly, but we stay available to clarify and make the process smooth.

Verification

Once the device is active, we can check that the clock/time issue is resolved.

Key point

Our job is to supply and clearly communicate MAC addresses (old and new) and guide the customer through what they need to do. The customer's job is to carry out the activation step in Reflexis and maintain their MAC records. This keeps the process clear, avoids gaps, and ensures both sides know what to expect.