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Contacting Customer Support and Returning the Chassis or Components

 

Displaying MX480 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 of the router components and their serial numbers, enter the following command-line interface (CLI) command:

user@host> show chassis hardware

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

Figure 1: Serial Number ID Label 
Serial Number ID Label 

MX480 Chassis Serial Number Label

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

Figure 2: MX480 Chassis Serial Number Label
MX480 Chassis Serial
Number Label

MX480 SCB Serial Number Label

The serial number is located on the right side of the top of the SCB (see Figure 3).

Figure 3: SCB Serial Number Label
SCB Serial Number Label

MX480 DPC Serial Number Label

The serial number label is located on the center of the right side of the DPC (see Figure 4).

Figure 4: DPC Serial Number Label
DPC Serial Number Label

MX480 FPC Serial Number Label

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

Figure 5: FPC Serial Number Label
FPC Serial Number Label

MX480 MIC Serial Number Label

The serial number label location varies per MIC (see Figure 7 and Figure 8). The exact location may be slightly different on different MICs, depending on the placement of components on the MIC board (see Figure 6, Figure 7, Figure 8, and Figure 9).

Figure 6: 2-Port MIC Serial Number Label
2-Port MIC Serial Number Label
Figure 7: 4-Port MIC Serial Number Label
4-Port MIC Serial Number Label
Figure 8: 20-Port MIC Serial Number Label
20-Port MIC Serial Number Label
Figure 9: 40-Port MIC Serial Number Label
40-Port MIC Serial Number Label

MX480 MPC Serial Number Label

The serial number label is near the connectors located on the left side of the MPC when it is oriented vertically (see Figure 10).

Figure 10: MPC Serial Number Label
MPC Serial Number Label

MX480 PIC Serial Number Label

The serial number label is located on the right side of the PIC (see Figure 11), when the PIC is vertically oriented (as it would be installed in the router). The exact location may be slightly different on different PICs, depending on the placement of components on the PIC board.

Figure 11: PIC Serial Number Label
PIC Serial Number Label

MX480 Power Supply Serial Number Label

The serial number label is located on the top of the AC power supply (see Figure 12).

The serial number label is located on the top of the DC power supply faceplate (see Figure 13).

Figure 12: AC Power Supply Serial Number Label
AC Power Supply
Serial Number Label
Figure 13: DC Power Supply Serial Number Label
DC Power Supply
Serial Number Label

MX480 Routing Engine Serial Number Label

The serial number label is located on the left side of the top of the Routing Engine (see Figure 14 and Figure 15).

Figure 14: Routing Engine Serial Number Label
Routing Engine Serial Number
Label
Figure 15: RE-S-X6-64G Routing Engine Serial Number Label
RE-S-X6-64G Routing Engine Serial
Number Label

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 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:

Note

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.

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.

Returning 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.

Packing the MX480 Router for Shipment

To pack the router for shipment:

  1. Retrieve the shipping crate 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.
  2. On the console or other management device connected to the master Routing Engine, enter CLI operational mode and issue the following command to shut down the router software. (If two Routing Engines are installed, also issue the command on the backup Routing Engine.)
    user@host> 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 request system halt.

  3. Attach an ESD grounding strap to your bare wrist and connect the strap to one of the ESD points on the chassis.
  4. 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.
  5. Disconnect power from the router.
  6. Remove the cables that connect to all external devices.
  7. Remove all field replaceable units (FRUs) from the router.
  8. Remove the router from the rack:

    • If you are using a mechanical lift, place the lift platform under the router, unscrew and remove the mounting screws from the rack, and move the router to the shipping crate.

    • If you are not using a mechanical lift and the router weight is fully supported by a shelf or another router, unscrew and remove the mounting screws from the rack. Three people can then lift the router and move it to the shipping crate.

    • If you are not using a mechanical lift and the router weight is not fully supported by a shelf or another router, three people should grasp the router while a fourth person unscrews and removes the mounting screws from the rack. The three lifters can then move the router to the shipping container.

  9. Place the router in the shipping crate or onto the pallet. If on a pallet, bolt the router to the pallet.
  10. Cover the router with an ESD bag and place the packing foam on top of and around the router.
  11. Replace the accessory box on top of the packing foam.
  12. Securely tape the box closed or place the crate cover over the router.
  13. Write the RMA number on the exterior of the box to ensure proper tracking.