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Contacting Customer Support and Returning the Chassis or Components

 

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.

Caution

Do not stack any of the hardware components.

Displaying MX2008 Router 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 the router components and their serial numbers, enter the following command-line interface (CLI) command:

The sample output below shows the chassis hardware:

user@host> show chassis hardware

Most components also have a small rectangular serial number ID label attached to the component body (see Figure 1).

Figure 1: Serial Number ID Label
Serial Number ID Label

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.

Note

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:

  1. Determine the part number and serial number of the defective component.
  2. Obtain an RMA number from the Juniper Networks Technical Assistance Center (JTAC). You can send e-mail or telephone as described above.
  3. 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

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

MX2008 Chassis Serial Number Label

The chassis serial number is located on the side of the chassis (see Figure 2).

Figure 2: MX2008 Chassis Serial Number Label
MX2008 Chassis Serial
Number Label

MX2008 Craft Interface Serial Number Label

The serial number is located on the back of the craft interface panel (see Figure 3).

Figure 3: Craft Interface Serial Number Label
Craft Interface
Serial Number Label

MX2008 SFB Serial Number Label

The serial number is located on the right side of the top of the SFB (see Figure 4).

Figure 4: MX2008 SFB Serial Number Label
MX2008 SFB Serial Number
Label

MX2008 RCB Serial Number Label

The serial number label is located on the right side of the top of the RCB (see Figure 5).

Figure 5: RCB Serial Number Label
RCB Serial Number Label

MX2008 Fan Tray Serial Number Label

The serial number is located on the top left-hand corner of the fan tray, near the captive screw (see Figure 6).

Figure 6: MX2008 Fan Tray Serial Number Label
MX2008 Fan Tray
Serial Number Label

MX2008 MPC Serial Number Label

The serial number label is near the connectors located on the right side of the MPC when it is oriented vertically (see Figure 7).

Figure 7: MPC Serial Number Label
MPC Serial Number Label

MX2008 MIC Serial Number Label

The serial number label location varies according to the number of ports on a MIC (see Figure 8). The exact location might be slightly different on different MICs, depending on the placement of components on the MIC board.

Figure 8: MIC Serial Number Label
MIC Serial Number
Label

MX2008 Power Distribution Module Serial Number Label

For the three-phase delta and wye AC PDM, the serial number label is located on the rear (see Figure 9).

For the 60/80 A DC PDM, the serial number label is located on the rear (see Figure 10).

Figure 9: AC Power Distribution Module Three-Phase Delta and Wye Serial Number Label
AC Power Distribution
Module Three-Phase Delta and Wye Serial Number Label
Figure 10: DC Power Distribution Module (-48 V) Serial Number Label
DC Power Distribution
Module  (-48 V) Serial Number Label
Figure 11: DC Power Distribution Module (240 V China) and Second-Generation Universal Power (HVAC/HVDC) Distribution Module Serial Number Label
DC Power Distribution Module (240 V China) and Second-Generation
Universal Power (HVAC/HVDC) Distribution Module Serial Number Label

MX2008 Power Supply Module Serial Number Label

The serial number label is located on the side of the AC PSM (see Figure 12).

Figure 12: AC Power Supply Module Serial Number Label
AC Power Supply
Module Serial Number Label

The serial number label is located on the side of the DC PSM (see Figure 13).

Figure 13: DC Power Supply Module (-48 V) Serial Number Label
DC Power Supply
Module  (-48 V) Serial Number Label
Figure 14: DC Power Supply Module (240 V China) and Second-Generation Universal Power (HVAC/HVDC) Distribution Module Serial Number Label
DC Power Supply
Module (240 V China) and Second-Generation Universal Power (HVAC/HVDC)
Distribution Module Serial Number Label