Returning the Optical ILA 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:
From the US and Canada: 1-888-314-JTAC
From all other locations: 1-408-745-9500
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.
Locating the Serial Number on an Optical ILA Chassis or Component
If you are returning an optical ILA or an optical ILA field-replaceable unit (FRU) to Juniper Networks for repair or replacement, you must locate the serial number of the device or FRU. 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 How to Return a Hardware Component to Juniper Networks, Inc..
If the optical ILA is operational and you can access the command-line interface (CLI), you can list serial numbers for the device and some components with a CLI command. If you do not have access to the CLI or if the serial number for the FRU does not appear in the command output, you can locate the serial number ID label on the device or FRU.
If you want to find the serial number ID label on a component, you need to remove the component from the chassis, for which you must have the required parts and tools available.
You must remove the fan module to read the fan serial number from the serial number ID label. The fan module serial number cannot be viewed through the CLI.
Listing the Chassis and Component Details by Using the CLI
To list the optical ILA and components and their serial numbers, use the show mfg-info CLI command.
BPS> show mfg-info
Mfgname = OPLINK Module = ILA PN = EDFA128ILAJUP01 SN = 3D2L5400005 Mfgdate = 2015-10-07 Calidate = 2015-10-07 FwVersion = 9.96.9999 HwVersion = 1.01 VendorId = 14 PcbRevision = 1.02 MapperFpgaVer = 2.1 JuniperMapperVer = 6.2 OplkMapperVer = 254 X86CpldVersion = 245 BoardCpldVersion = 3 CpldDrvVersion = 1.00.0001 FpgaDrvVersion = 1.00.0001 Fan0Module = NA Fan0PN = 8DIFANS09G Fan0SN = NA Fan1Version = NA Fan1Module = NA Fan1PN = 8DIFANS09G Fan1SN = NA Fan1Version = NA Fan2Module = NA Fan2PN = 8DIFANS09G Fan2SN = NA Fan2Version = NA Power0Module = Power0PN = Power0SN = Power0Version = Power1Module = JPSU-150-DC-AFO Power1PN = 640-061542 Power1SN = 1EDT5300079 Power1Version = REV 02 Completed!
Locating the Chassis Serial Number ID Label on an Optical ILA
The serial number ID label is located on a label as shown in Figure 1.
Locating the Serial Number ID Labels on FRU Components
For each FRU, you must remove the FRU from the chassis to see the FRU’s 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 2
Fan module—The serial number ID label is on the TBD of the fan module.
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.
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 an Optical ILA Chassis or Component for Shipping
If you are returning an optical ILA or component to Juniper Networks for repair or replacement, pack the item as described in this topic.
Before you pack an optical ILA or component:
Ensure that you have taken the necessary precautions to prevent electrostatic discharge (ESD) damage. See Prevention of Electrostatic Discharge Damage.
Retrieve the original shipping carton and packing materials. Contact your JTAC representative if you do not have these materials, to learn about approved packing materials (see Contacting Customer Support).
Ensure that you have the following parts and tools available:
ESD grounding strap.
Antistatic bag, one for each component.
If you are returning the chassis, an appropriate screwdriver for the mounting screws used on your rack or cabinet.
Packing an Optical ILA for Shipping
To pack an optical ILA for shipping:
- Power off the optical ILA and remove the power cables. See Powering Off an Optical ILA.
- Remove the cables that connect the optical ILA to all external devices. See Disconnecting a Fiber-Optic Cable from an Optical ILA.
Remove all field-replaceable units (FRUs) from the device. See:
- Remove the optical ILA from the rack or cabinet. See Removing an Optical ILA from a Rack or Cabinet.
- To return the accessories or FRUs with the optical ILA, pack them as instructed in Packing an Optical ILA Chassis or Component for Shipping.
- Place the optical ILA in an antistatic bag.
- Place the optical ILA in the shipping carton.
- Place the packing foam on top of and around the optical ILA.
- Close the top of the cardboard shipping box and seal it with packing tape.
- Write the return materials authorization (RMA) number on the exterior of the box to ensure proper tracking. See How to Return a Hardware Component to Juniper Networks, Inc. for instructions on obtaining an RMA number.