Contacting Customer Support and Returning the Chassis or Components
Contacting Customer Support
You can contact Juniper Networks Technical Assistance Center (JTAC) 24 hours a day, 7 days a week in one of the following ways:
On the Web, using the Service Request Manager link at:
By telephone:
From the US and Canada: 1-888-314-JTAC
From all other locations: 1-408-745-9500
Note If contacting JTAC by telephone, enter your 12-digit service request number followed by the pound (#) key if this is an existing case, or press the star (*) key to be routed to the next available support engineer.
When requesting support from JTAC by telephone, be prepared to provide the following information:
Your existing service request number, if you have one
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
Your name, organization name, telephone number, fax number, and shipping address
The support representative validates your request and issues an RMA number for return of the component.
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.
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:
- Determine the part number and serial number of the defective component.
- Obtain an RMA number from the Juniper Networks Technical Assistance Center (JTAC). You can send e-mail or telephone as described above.
- 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
- The support representative validates your request and issues an RMA number for return of the component.
- Pack the component for shipment.
Locating the MX104 Components and Serial Numbers
Before contacting Juniper Networks, Inc. to request a Return Materials Authorization (RMA), you must find the serial number on the router or component. To display all of the router components and their serial numbers, enter the following command-line interface (CLI) command:
user@host> show chassis hardwareHardware inventory:
Item Version Part number Serial number Description
Chassis G3498 MX104
Midplane REV 28 750-044219 CAAX5767 MX104
PEM 0 REV 03 740-045932 1H073050110 DC Power Entry Module
PEM 1 REV 03 740-045932 1H073050017 DC Power Entry Module
Routing Engine 0 REV 03 750-053342 CABP2893 RE-MX-104
Routing Engine 1 REV 03 750-053342 CABP2978 RE-MX-104
AFEB 0 BUILTIN BUILTIN Forwarding Engine Processor
FPC 0 BUILTIN BUILTIN MPC BUILTIN
MIC 0 REV 02 750-046905 CAAV2145 3D 20x 1GE(LAN)-EH,SFP
PIC 0 BUILTIN BUILTIN 10x 1GE(LAN) -EH SFP
PIC 1 BUILTIN BUILTIN 10x 1GE(LAN) -EH SFP
MIC 1 REV 02 750-047733 CAAN7024 16x CHE1T1 -H, RJ48
PIC 2 BUILTIN BUILTIN 16x CHE1T1 -H, RJ48
FPC 1 BUILTIN BUILTIN MPC BUILTIN
MIC 0 REV 05 750-046905 CAAY0325 3D 20x 1GE(LAN)-EH,SFP
PIC 0 BUILTIN BUILTIN 10x 1GE(LAN) -EH SFP
PIC 1 BUILTIN BUILTIN 10x 1GE(LAN) -EH SFP
MIC 1 REV 05 CAAW5365 1x COC12/4x COC3 CH-CE -H, SFP
PIC 2 BUILTIN BUILTIN 1x COC12/4x COC3 CH-CE -H, SFP
FPC 2 BUILTIN BUILTIN MPC BUILTIN
MIC 0 BUILTIN BUILTIN 4x 10GE(LAN) SFP+
PIC 0 BUILTIN BUILTIN 4x 10GE(LAN) SFP+
Fan Tray 0 REV 02 711-049570 CAAX6564 Fan TrayMost components also have a small rectangular serial number ID label (see Figure 1) attached to the component body.
MX104 Chassis Serial Number Label
The chassis serial number is located on the rear of the chassis (see Figure 2).
MX104 Fan Tray Serial Number Label
The fan tray serial number is located on the rear of the fan tray (see Figure 3).
MX104 MIC Serial Number Label
The MIC serial number label is located on the top of the MIC (see Figure 4).
The location of the serial number label may vary depending on model. Look for an alphanumeric sticker similar to the one shown in Figure 4.
MX104 Power Supply Serial Number Label
The power supply serial number is located on the top of the power supply (see Figure 5).
MX104 Routing Engine Serial Number Label
The Routing Engine serial number is located on the top of the Routing Engine (see Figure 6).
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.
Packing the MX104 Router for Shipment
To pack the router for shipment:
- Retrieve the shipping box 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.
- On the console or other management device connected to
the Routing Engine, enter CLI operational mode and issue the following
command to shut down the router software.
user@host> request system haltWait 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 grounding strap around your bare wrist, and connect the other end of the strap to an ESD point.
- 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. - Disconnect power from the router.
- Remove the cables that connect to all external devices.
- Remove all field replaceable units (FRUs) from the router.
- Remove the router from the rack. One person should grasp the router while a second person unscrews and removes the mounting screws from the rack. One lifter can then move the router to the shipping container.
- Place the router in the shipping container.
- Cover the router with an ESD bag and place the packing foam on top of and around the router.
- Replace the accessory box on top of the packing foam.
- Securely tape the box closed.
- Write the RMA number on the exterior of the box to ensure proper tracking.