Returning an EX9253 Chassis or Components
Returning an EX9253 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:
- 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 EX9253 Switch or Component.
- Obtain an RMA number from JTAC as described in Contact Customer Support to Obtain Return Material Authorization.
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.
- Pack the switch or component for shipping as described in Packing an EX9253 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 EX9253 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 with 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.
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.
Locating the Serial Number ID Label on an EX9253 Switch Chassis
The serial number ID label is located on the top of the chassis on an EX9253 switch (see Figure 1).
Locating Serial Number ID Labels on FRU Components
Field-replaceable units (FRUs) are components that you can replace at your site. The FRUs in EX9253 switches are hot-removable and hot-insertable. You can remove and replace them without powering off the switch. For each of these FRUs, you must remove the FRU from the switch chassis to see the FRU’ s serial number ID label. The FRUs in EX9253 switches are:
Air filter unit
Fan tray— The serial number ID label is on the base of the fan tray (see Figure 2).
AC power supply—The serial number ID label is on the top of the AC power supply (see Figure 3).
DC power supply—The serial number ID label is on the top of the DC power supply (see Figure 4).
Line card—The serial number ID label is on the connector end (see Figure 5).
Routing Engine—The serial number ID label is on the connector end (see Figure 6).
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:
Service Request Manager: https://support.juniper.net/support
Telephone: +1-888-314-JTAC (+1-888-314-5822), toll free in U.S., Canada, and Mexico
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 EX9253 Switch or Component
If you are returning an EX9253 switch or component to Juniper Networks for repair or replacement, pack the item as described in this topic.
Before you begin to pack the switch or component, ensure you have:
Followed all the steps listed in Contact Customer Support to Obtain Return Material Authorization.
Retrieved the original shipping carton and packing materials. Contact your JTAC representative if you do not have these materials, to learn about approved packing materials. See Contact Customer Support to Obtain Return Material Authorization.
Ensure you understand how to prevent electrostatic discharge (ESD) damage. See Prevention of Electrostatic Discharge Damage.
Packing an EX9253 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.
Before you begin packing a switch, ensure that you have the following parts and tools available:
The shipping carton and packing materials in which the switch was originally shipped.
An ESD wrist strap
To pack the switch for shipment:
- Retrieve the shipping carton 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.
- On the console or other management device connected to
the switch, enter 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.
For more information about the command, see the CLI Explorer.
- 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.
- Shut down power to the switch by pressing the AC input switch or DC circuit breaker for all power supplies to the off position.
- Disconnect power from the switch.
- Remove the cables that connect to all external devices.
- Remove all field replaceable units (FRUs) from the switch (see Field-Replaceable Units in an EX9253 Switch).
- Remove the switch from the rack.
- Place the switch in the shipping carton or onto the pallet. If on a pallet, bolt the switch to the pallet.
- Cover the switch with an antistatic bag and place the packing foam on top of and around the switch.
- Replace the accessory box on top of the packing foam.
- Securely tape the box closed or place the carton cover over the switch.
- Write the RMA number on the exterior of the box to ensure proper tracking.
Packing EX9253 Switch Components for Shipping
To pack EX9253 switch components, follow the instructions here.
Before you begin to pack a switch component, ensure that you have the following parts and tools available:
Antistatic bag, one for each component
An ESD wrist strap
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 EX9253 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.