Contacting Customer Support and Returning the Chassis or Components
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.
Locating the Serial Number on a MX10003 Router or Component
If you are returning a router or component to Juniper Networks for repair or replacement, you must locate the serial number of the router or component. You must provide the serial number to the Juniper Networks Technical Assistance Center (JTAC) when you contact them to obtain a Return Materials Authorization (RMA). See Contact Customer Support to Obtain Return Material Authorization.
If the router is operational and you can access the command-line interface (CLI), you can list serial numbers for the router 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 router or component.
If you want to find the serial number ID label on a component, you need to remove the component from the router chassis, for which you must have the required parts and tools available.
Listing the Chassis and Component Details Using the CLI
To list the MX10003 chassis and the components and their serial numbers, use the show chassis hardware CLI operational mode command.
user@device> show chassis hardware
Hardware inventory: Item Version Part number Serial number Description Chassis AF209 JNP10003 [MX10003] Midplane REV 01 750-066883 CAGZ6546 Midplane 2 Routing Engine 0 BUILTIN BUILTIN RE-S-2X00x6 CB 0 REV 10 750-067071 CAGZ9916 Control Board Mezz REV 06 711-066896 CAGS1711 Control Mezz Board FPC 0 REV 05 750-066879 CAGV0280 LC2103 CPU BUILTIN BUILTIN SMPC PMB PIC 0 BUILTIN BUILTIN 6xQSFPP Xcvr 0 REV 01 740-054053 QF310124 QSFP+-4X10G-SR Xcvr 1 REV 01 740-032986 QD417082 QSFP+-40G-SR4 PIC 1 REV 05 750-069305 CAGX1011 MIC1-MACSEC Xcvr 4 REV 01 740-067443 XW40EAK QSFP+-40G-SR4 Xcvr 10 REV 01 740-046565 XU70N7F QSFP+-40G-SR4 Xcvr 11 REV 01 740-046565 XU70N6B QSFP+-40G-SR4 FPC 1 REV 05 750-066879 CAGV0284 LC2103 CPU BUILTIN BUILTIN SMPC PMB PIC 0 BUILTIN BUILTIN 6xQSFPP Xcvr 0 REV 01 740-054053 XW30F2L QSFP+-4X10G-SR PIC 1 REV 05 750-069305 CAGX1003 MIC1-MACSEC PEM 0 REV 01 740-066937 1HS16500013 JNP-PWR1600-AC PEM 1 REV 01 740-066937 1HS16500015 JNP-PWR1600-AC PEM 2 REV 01 740-066937 1HS16500014 JNP-PWR1600-AC PEM 3 REV 01 740-066937 1HS16500018 JNP-PWR1600-AC Fan Tray 0 REV 02 760-069329 CAGS7662 JNP FAN 3RU Fan Tray 1 REV 02 760-069329 CAHA9105 JNP FAN 3RU Fan Tray 2 REV 02 760-069329 CAHA9144 JNP FAN 3RU Fan Tray 3 REV 02 760-069329 CAGS7759 JNP FAN 3RU
Locating the Chassis Serial Number ID Label on a MX10003
The serial number ID label is located on a label on the top of the chassis. See Figure 1 for the location on a MX10003.
Locating the Serial Number ID Labels on MX10003 Power Supplies
The power supplies installed in a MX10003 are field-replaceable units (FRUs). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.
AC power supply—The serial number ID label is on the top of the AC power supply. See Figure 2.
DC power supply—The serial number ID label is on the top of the DC power supply. See Figure 3.
Locating the Serial Number ID Label on MX10003 Fan Module
The four fan modules installed in a MX10003 are field-replaceable units (FRUs). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.
Fan module–The serial number ID label is located at the base of the fan module. See Figure 4.
Locating the Serial Number ID Labels on MX10003 Line Cards
The serial number ID label for an MX10003 MPC is located on the connector end of the card. See Figure 5.
The serial number ID label for an MX10003 MIC is located on the connector end of the card. See Figure 6.
Locating the Serial Number ID Labels on MX10003 Routing and Control Board (RCB)
The serial number ID label for an MX10003 RCB is located on the connector end of the card. See Figure 7.
Locating the Serial Number ID Label on a MX10003 SATA SSD
The serial number for a SATA SSD is located on top of the drive. See Figure 8.
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.
Do not stack any of the hardware components.