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Returning an EX9214 Chassis or Components

 

Returning an EX9200 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 EX9204 Switch or Component, Locating the Serial Number on an EX9208 Switch or Component, or Locating the Serial Number on an EX9214 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 as described in Packing an EX9200 Switch or Component.

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 EX9214 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). See Contact Customer Support to Obtain Return Material Authorization.

If the switch is operational and you can access the command-line interface (CLI), you can list serial numbers for the switch and for some components by using a CLI command. See Listing the Switch and Components Details with the CLI. The serial number ID label on the physical switch or component also carried the serial number of the switch or the component.

Note

To see the serial number ID label on a switch component, you will need to remove the component from the switch chassis, for which you must have the required parts and tools available. See Locating the Serial Number ID Label on an EX9214 Switch Chassis and Locating Serial Number ID Labels on FRU Components.

  1. Listing the Switch and Components Details with the CLI

  2. Locating the Serial Number ID Label on an EX9214 Switch Chassis

  3. Locating Serial Number ID Labels on FRU Components

Listing the Switch and Components Details with the CLI

To list the switch and switch components and their serial numbers, use the show chassis hardware CLI command:

The following output lists the switch components and serial numbers for an EX9214 switch:

Locating the Serial Number ID Label on an EX9214 Switch Chassis

The serial number ID label is located on the side of the chassis on an EX9214 switch. See Figure 1.

Figure 1: Location of the Serial Number ID Label on EX9214 Switch Chassis
Location of the
Serial Number ID Label on EX9214 Switch Chassis

Locating Serial Number ID Labels on FRU Components

The power supplies, fan trays, Routing Engine modules (RE modules), Switch Fabric modules (SF modules), and line cards installed in an EX9200 switch are field-replaceable units (FRUs). For each of these FRUs, you must remove the FRU from the switch chassis to see the FRU’s serial number ID label.

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 EX9200 Switch or Component

If you are returning an EX9200 switch or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you begin packing the switch or component, ensure you have:

Ensure that you have the following parts and tools available:

  • An ESD wrist strap

  1. Packing an EX9200 Switch

  2. Packing EX9200 Switch Components for Shipping

Packing an EX9200 Switch

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

To pack the switch for shipment:

  1. Retrieve the shipping crate and packing materials in which the switch 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 primary Routing Engine, enter CLI operational mode and issue the following command to shut down the switch software. (If two Routing Engine modules are installed, also issue the command on the backup Routing Engine.)
    user@switch> 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 the CLI Explorer.

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

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

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

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

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

Packing EX9200 Switch Components for Shipping

To pack EX9200 switch components, follow the instructions here.

Before you begin packing a switch component, ensure that you have the following parts and tools available:

  • Antistatic bag, one for each component

  • An ESD wrist 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 EX9200 switch components:

  • Place individual components in antistatic bags.

  • Use the original packing materials if they are available. If the original packing materials are not available, ensure the component is adequately packed to prevent damage during transit. The packing material you use must be able to support the weight of the component.

  • 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 is prevented from moving around inside the box.

  • Securely tape the box closed.

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