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Returning the PTX10001 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

Locating the Serial Number on a PTX10001 Chassis or Component

If you are returning a PTX10001 or a PTX10001 field-replaceable unit (FRU) to Juniper Networks for repair or replacement, you must locate the serial number of the router 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 Returning a Hardware Component to Juniper Networks, Inc..

If the PTX10001 is operational and you can access the command-line interface (CLI), you can list serial numbers for the router 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 router or FRU.

Note

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.

Note

You must remove the fan module to read the 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 PTX10001 and components and their serial numbers, use the show chassis hardware CLI operational mode command.

user@host> show chassis hardware

Locating the Chassis Serial Number ID Label on a PTX10001

The serial number ID label is located on a label on the top cover.

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.

  • DC power supply—The serial number ID label is on the top of the DC power supply.

  • Fan module—The serial number ID label is on the top of the fan module.

Returning a Hardware Component to Juniper Networks, Inc.

In the event of a hardware failure, 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 Web page at https://www.juniper.net/support/guidelines.html.

For product problems or technical support issues, contact the Juniper Networks Technical Assistance Center (JTAC) by using the Case Manager link at https://www.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.

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.

Packing a PTX10001 Chassis or Component for Shipping

If you are returning a PTX10001 or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack a PTX10001 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 a PTX10001 for Shipping

To pack a PTX10001 for shipping:

  1. Power off the PTX10001 and remove the AC power cords or DC power cables. See Powering Off the PTX10001.
  2. Remove the cables that connect the PTX10001 to all external devices. See Disconnecting a Fiber-Optic Cable from the PTX10001.
  3. Remove all field-replaceable units (FRUs) from the router. See:

  4. Remove the PTX10001 from the rack or cabinet. See Uninstalling the PTX10001.
  5. Place the PTX10001 in an antistatic bag.
  6. Place the PTX10001 in the shipping carton.
  7. Place the packing foam on top of and around the PTX10001.
  8. If you are returning accessories or FRUs with the PTX10001, pack them as instructed in Packing PTX10001 Components for Shipping.
  9. Close the top of the cardboard shipping box and seal it with packing tape.
  10. Write the return materials authorization (RMA) number on the exterior of the box to ensure proper tracking. See Returning a Hardware Component to Juniper Networks, Inc. for instructions on obtaining an RMA number.

Packing PTX10001 Components for Shipping

Caution

Do not stack PTX10001 components. Return individual components in separate boxes if they do not fit together on one level in the shipping box.

To pack and ship PTX10001 components:

  1. Place individual FRUs in antistatic bags.
  2. Ensure that the components are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.
  3. Close the top of the cardboard shipping box and seal it with packing tape.
  4. Write the RMA number on the exterior of the box to ensure proper tracking. See Returning a Hardware Component to Juniper Networks, Inc. for instructions on obtaining an RMA number.