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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 Case Manager link at:

    https://www.juniper.net/support/

  • By telephone:

    From the US and Canada: 1-888-314-JTAC

    From all other locations: 1-408-745-9500

    If contacting JTAC by phone, enter your 12-digit case number followed by the # key if this is an existing case, or press the * 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 case number, if you have one

  • Details of the failure or problem

  • Type of activity being performed on the platform when the problem occurred

  • Configuration data using one or more of the show commands

Contacting 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 Case 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 case 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://www.juniper.net/support/requesting-support.html.

If you are contacting JTAC by telephone, enter your 12-digit case 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 an MX204 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 Contacting 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.

Note

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 MX204 chassis and the components and their serial numbers, use the show chassis hardware CLI operational mode command.

user@device> show chassis hardware

Locating the Chassis Serial Number ID Label on an MX204

The serial number ID label is located on a label on the top of the chassis. See Figure 1 for the location on an MX204.

Figure 1: MX204 Chassis Serial Number Label
MX204 Chassis Serial Number
Label

Locating the Serial Number ID Labels on MX204 Power Supplies

The power supplies installed in an MX204 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.

    Figure 2: MX204 AC Power Supply Serial Number Location
    MX204 AC Power Supply
Serial Number Location
  • DC power supply—The serial number ID label is on the top of the DC power supply. See Figure 3.

    Figure 3: MX204 DC Power Supply Serial Number Location
    MX204 DC Power Supply
Serial Number Location

Locating the Serial Number ID Label on an MX204 Fan Module

The fan modules installed in an MX204 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.

Figure 4: MX204 Fan Module Serial Number Location
MX204 Fan Module Serial
Number Location

Guidelines for Packing Hardware Components for Shipment

To pack and ship individual components:

  • When you return components, make sure 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.