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Returning an EX4650 Chassis or Components

 

Returning an EX4650 Switch or Component for Repair or Replacement

If you need to return a switch or hardware component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the serial number of the chassis if you need to return the switch. If you need to return one or more components, determine the serial number for each component. For instructions, see Locating the Serial Number on an EX4650 Switch or Component.
  2. Obtain an RMA number from JTAC as described in Contact Customer Support to Obtain Return Material Authorization.Note

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

  3. Pack the switch or component for shipping.

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

Locating the Serial Number on an EX4650 Switch or Component

If you are returning a switch or hardware component to Juniper Networks for repair or replacement, you must locate the serial number of the switch or component. You must provide the serial number to the Juniper Networks Technical Assistance Center (JTAC) when you contact them to obtain Return Materials Authorization (RMA).

If the switch is operational and you can access the CLI, you can list the serial numbers for the switch and for some components using a CLI command. If you do not have access to the CLI or if the serial number for the component does not appear in the command output, you can locate the serial number ID label on the physical switch or component.

Note

If you want to find the serial number on the physical switch component, you will need to remove the component from the switch chassis, for which you must have the required parts and tools available.

Listing the Switch and Components Details using the CLI

To list the switch and switch components and their serial numbers, enter the following CLI command:

show chassis hardware

The following output lists the switch components and serial numbers for an EX4650 switch:

user@switch> show chassis hardware

For information about the show chassis hardware command, see show chassis hardware.



Locating the Chassis Serial Number ID Label on an EX4650 Switch

The serial number ID label is located on the rear panel of the chassis on EX4650 switches. Figure 1 shows the location of the serial number ID label on EX4650 switches

Figure 1: Location of the Serial Number ID Label on EX4650 Switches
Location of the Serial
Number ID Label on EX4650 Switches
  1
Chassis Serial Number
 

Locating the Serial Number ID Labels on FRUs in an EX4650 Switch

The power supplies and fan modules installed in EX4650 switches are field-replaceable units (FRUs).

For each of these FRUs, you must remove the FRU from the switch chassis to view the serial number ID label of the FRU.

  • Power Supply—The serial number ID label is on the top of the power supply. Figure 2shows the location of the serial number ID label on a DC power supply.

    Figure 2: Location of the Serial Number ID Label on a DC Power Supply Used in EX4650 Switches
    Location of the
Serial Number ID Label on a DC Power Supply Used in EX4650 Switches
      1
    Location of the serial number ID label
     
  • Fan moduleFigure 3 shows the location of the serial number ID label on a fan module for EX4650 switches.

    Figure 3: Location of the Serial Number ID Label on the Fan Module Used in an EX4650 Switch
    Location of the Serial
Number ID Label on the Fan Module Used in an EX4650 Switch
      1
    Location of the serial number ID label on the fan module
     

Contact Customer Support to Obtain Return Material Authorization

If you are returning a device or hardware component to Juniper Networks for repair or replacement, obtain a Return Material Authorization (RMA) number from Juniper Networks Technical Assistance Center (JTAC).

After locating the serial number of the device or hardware component you want to return, open a service request with Juniper Networks Technical Assistance Center (JTAC) on the Web or by telephone.

Before you request an RMA number from JTAC, be prepared to provide the following information:

  • Your existing service request number, if you have one

  • Serial number of the component

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

  • Details of the failure or problem

  • Type of activity being performed on the device when the problem occurred

  • Configuration data displayed by one or more show commands

You can contact JTAC 24 hours a day, seven days a week on the Web or by telephone:

Note

For international or direct-dial options in countries without toll free numbers, see https://support.juniper.net/support

If you are contacting JTAC by telephone, enter your 12-digit service request number followed by the pound (#) key for an existing case, or press the star (*) key to be routed to the next available support engineer.

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

Packing an EX4650 Switch or Component for Shipping



If you are returning an EX4650 switch or component to Juniper Networks for repair or replacement, pack the item as described below.

Before you begin packing the switch or its component:

  1. Packing an EX4650 Switch for Shipping

  2. Packing EX4650 Switch Components for Shipping



Packing an EX4650 Switch for Shipping

If you need to transport the switch to another location or return the switch to Juniper Networks, you must pack the switch securely in its original packaging to prevent damage during transportation.

Before you pack the switch:

  1. On the console or other management device connected to the switch, enter the CLI operational mode, and issue the following command to shut down the switch software:
    user@switch> request system halt

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

  2. Disconnect power from the switch by performing one of the following: • If the power source outlet has a power switch, set it to the OFF (0) position. If the power source outlet does not have a power switch, gently pull out the plug end of the power cord that is connected to the power source outlet.
  3. Remove the cables that connect the switch to all external devices. See Disconnect a Fiber-Optic Cable.
  4. Remove all optical transceivers installed in the switch. See Remove a Transceiver.

Ensure that you have the following parts and tools available to pack the switch:

  • Phillips (+) screwdriver, number 2 (not provided)

  • The original switch packing material (cardboard box, accessory box and its contents, and foam padding)

  • ESD grounding strap

  • Antistatic bag

Caution

Do not pack the switch in anything except its original container to prevent damage during transit.

To pack the switch:

  1. If the switch is installed in a rack or cabinet, have one person support the weight of the switch while another person unscrews and removes the mounting screws.
  2. Remove the switch from the rack or cabinet, and place the switch on a flat, stable surface.
  3. Use the screwdriver to remove the rack-mounting brackets from the switch chassis.
  4. Place the switch in an antistatic bag.
  5. Place the bottom portion of the packaging foam in the shipping carton.
  6. Place the switch inside the cavity in the bottom packaging foam.
  7. Place the top portion of the packaging foam on top of the switch.
  8. If you are returning accessories or field-replaceable units (FRUs) with the switch, pack them as instructed in Packing EX4650 Switch Components for Shipping.
  9. Place the accessory box vertically by the rear end of the chassis in the shipping carton.
  10. Close the top of the cardboard shipping box, and seal it with packing tape.
  11. Write the RMA number on the exterior of the box to ensure proper tracking.

Packing EX4650 Switch Components for Shipping

Ensure that you have the following parts and tools available:

  • Antistatic bag, one for each component

  • ESD grounding strap

Caution

Do not stack switch components. Return individual components in separate boxes if they do not fit together on one level in the shipping box.

To pack the switch components:

  1. Place individual components in antistatic bags.
  2. Use the original packing materials if they are available. If the original packing materials are not available, ensure that the component is adequately packed to prevent damage during transit. The packing material that you use must be able to support the weight of the component.
  3. Ensure that the components are adequately protected by wrapping them well with packing materials. Pack the component in an oversized box (if the original box is not available) with extra packing material around the unit so that the component does not move inside the box.
  4. Securely tape the box closed.
  5. Write the RMA number on the exterior of the box to ensure proper tracking.