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Packing and Returning Components

 

How to Return a Hardware Component to Juniper Networks, Inc.

If a hardware component fails, please contact Juniper Networks, Inc. to obtain a Return Material Authorization (RMA) number. This number is used to track the returned material at the factory and to return repaired or new components to the customer as needed.

Note

Do not return any component to Juniper Networks, Inc. unless you have first obtained an RMA number. Juniper Networks, Inc. reserves the right to refuse shipments that do not have an RMA. Refused shipments are returned to the customer by collect freight.

For more information about return and repair policies, see the customer support webpage at https://support.juniper.net/support/.

For product problems or technical support issues, contact the Juniper Networks Technical Assistance Center (JTAC) by using the Service Request Manager link at https://support.juniper.net/support/ or at 1-888-314-JTAC (within the United States) or 1-408-745-9500 (from outside the United States).

To return a defective hardware component:

  1. Determine the part number and serial number of the defective component.
  2. Obtain an RMA number from the Juniper Networks Technical Assistance Center (JTAC). You can send e-mail or telephone as described above.
  3. Provide the following information in your e-mail message or during the telephone call:
    • Part number and serial number of component

    • Your name, organization name, telephone number, and fax number

    • Description of the failure

  4. The support representative validates your request and issues an RMA number for return of the component.
  5. Pack the component for shipment.

Guidelines for Packing Hardware Components for Shipment

To pack and ship individual components:

  • When you return components, make sure that they are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.

  • Use the original shipping materials if they are available.

  • Place individual components in antistatic bags.

  • Write the RMA number on the exterior of the box to ensure proper tracking.

Caution

Do not stack any of the hardware components.

Packing the MX240 Router for Shipment

To pack the router for shipment:

  1. Retrieve the shipping crate and packing materials in which the router was originally shipped. If you do not have these materials, contact your Juniper Networks representative about approved packaging materials.
  2. On the console or other management device connected to the master Routing Engine, enter CLI operational mode and issue the following command to shut down the router software. (If two Routing Engines are installed, also issue the command on the backup Routing Engine.)
    user@host> request system halt

    Wait until a message appears on the console confirming that the operating system has halted.

    For more information about the command, see request system halt.

  3. Attach an ESD grounding strap to your bare wrist, and connect the other end of the strap to an ESD grounding point.
  4. Shut down power to the router by pressing the AC input switch or DC circuit breaker for all power supplies to the off (O) position.
  5. Disconnect power from the router.
  6. Remove the cables that connect to all external devices.
  7. Remove all field replaceable units (FRUs) from the router.
  8. Remove the router from the rack:

    • If you are using a mechanical lift, place the lift platform under the router, unscrew and remove the mounting screws from the rack, and move the router to the shipping crate.

    • If you are not using a mechanical lift and the router weight is fully supported by a shelf or another router, unscrew and remove the mounting screws from the rack. Three people can then lift the router and move it to the shipping crate.

    • If you are not using a mechanical lift and the router weight is not fully supported by a shelf or another router, three people should grasp the router while a fourth person unscrews and removes the mounting screws from the rack. The three lifters can then move the router to the shipping container.

  9. Place the router in the shipping crate or onto the pallet. If on a pallet, bolt the router to the pallet.
  10. Cover the router with an ESD bag and place the packing foam on top of and around the router.
  11. Replace the accessory box on top of the packing foam.
  12. Securely tape the box closed or place the crate cover over the router.
  13. Write the RMA number on the exterior of the box to ensure proper tracking.