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:
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.
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 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
Hardware inventory: Item Version Part number Serial number Description Chassis 00000 JNP10001-20C [PTX10001] Pseudo CB 0 Routing Engine 0 BUILTIN BUILTIN RE-PTX10001-20C FPC 0 REV 09 750-071236 ACVE0400 JNP10001-CHAS CPU REV 06 711-068842 ACVE0775 JNP10001-CPU PIC 0 BUILTIN BUILTIN 20X100G Xcvr 0 REV 01 740-061409 1GCQA127069 QSFP-100GBASE-LR4-T2 Xcvr 1 REV 01 740-032986 QF460216 QSFP+-40G-SR4 Xcvr 2 REV 01 740-061408 1HTQ5051H0Z-Q QSFP-100G-CWDM4 Xcvr 4 REV 01 740-032986 QF4701ED QSFP+-40G-SR4 Xcvr 5 REV 01 740-038623 MOC12106230128 QSFP+-40G-CU1M Xcvr 6 REV 01 740-061405 1ECQ11391HN QSFP-100GBASE-SR4 Xcvr 8 REV 01 740-062254 1AMP2225062 QSFP+40GE-LX4 Xcvr 10 REV 01 740-032986 QF450185 QSFP+-40G-SR4 Xcvr 11 REV 01 740-061408 1AMQ522803Y QSFP-100G-CWDM4 Xcvr 12 REV 01 740-058732 1GCQA1470PQ QSFP-100GBASE-LR4 Xcvr 13 REV 01 740-053202 APF1716010875J QSFP+-40G-ACU10M Xcvr 14 REV 01 740-032986 QF4900EC QSFP+-40G-SR4 Xcvr 15 REV 01 740-064980 1ACS720800T QSFP28-100G-AOC-30M Xcvr 18 REV 01 740-061001 1PC422020KP QSFP28-100G-CU3M Xcvr 19 fEV 01 740-052306 APF16260052LUL QSFP+-40G-ACU5M PIC 1 REV 11 750-069308 CAHY4373 16xQSFP28 Macsec TIC Xcvr 0 REV 01 740-061409 1AMQA11501W QSFP-100GBASE-LR4-T2 Xcvr 1 REV 01 740-061409 1FCQA14800G QSFP-100GBASE-LR4-T2 Xcvr 2 REV 01 740-038624 MOC15266240025 QSFP+-40G-CU3M Xcvr 4 REV 01 740-032986 ES400LR QSFP+-40G-SR4 Xcvr 5 REV 01 740-061405 1ECQ1119089 QSFP-100GBASE-SR4 Xcvr 7 REV 01 740-032986 QF4503W3 QSFP+-40G-SR4 Xcvr 9 REV 01 740-038624 MOC16416241425 QSFP+-40G-CU3M Xcvr 10 REV 01 740-064103 BU10009 QSFP+40GE-SWDM4 Xcvr 12 REV 01 740-061001 1PC422020HN QSFP28-100G-CU3M Xcvr 13 REV 01 740-068217 1ACS520803Q QSFP28-100G-AOC-15M Xcvr 14 REV 01 740-062254 1AMP203400R QSFP+40GE-LX4 Xcvr 15 REV 01 740-038153 MOC11411530901 QSFP+-40G-CU3M Power Supply 0 REV 04 740-053352 1GD16491144 JPSU-850W-AC-AFO Power Supply 1 REV 04 740-053352 1GD16490978 JPSU-850W-AC-AFO Fan Tray 0 PTX10001-M20C Fan Controller 0, Front to Back Airflow - AFO Fan Tray 1 PTX10001-M20C Fan Controller 1, Front to Back Airflow - AFO Fan Tray 2 PTX10001-M20C Fan Controller 2, Front to Back Airflow - AFO Fan Tray 3 PTX10001-M20C Fan Controller 3, Front to Back Airflow - AFO Fan Tray 4 PTX10001-M20C Fan Controller 4, Front to Back Airflow - AFO
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.
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:
- 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 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 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:
- Power off the PTX10001 and remove the AC power cords or DC power cables. See Powering Off the PTX10001.
- Remove the cables that connect the PTX10001 to all external devices. See Disconnecting a Fiber-Optic Cable from the PTX10001.
Remove all field-replaceable units (FRUs) from the router. See:
- Remove the PTX10001 from the rack or cabinet. See Uninstalling the PTX10001.
- Place the PTX10001 in an antistatic bag.
- Place the PTX10001 in the shipping carton.
- Place the packing foam on top of and around the PTX10001.
- If you are returning accessories or FRUs with the PTX10001, pack them as instructed in Packing PTX10001 Components for Shipping.
- 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 Returning a Hardware Component to Juniper Networks, Inc. for instructions on obtaining an RMA number.
Packing PTX10001 Components for Shipping
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:
- Place individual FRUs in antistatic bags.
- Ensure that the components are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.
- Close the top of the cardboard shipping box and seal it with packing tape.
- 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.