Help us improve your experience.

Let us know what you think.

Do you have time for a two-minute survey?

Returning the PTX10002-60C Chassis or Components

 

Locating the Serial Number on a PTX10002-60C Chassis or Component

If you are returning a PTX10002-60C or a PTX10002-60C 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 Contacting Customer Support to Obtain Return Material Authorization.

If the PTX10002-60C 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 PTX10002-60C Component Details by Using the CLI

To list the PTX10002-60C and components and their serial numbers, use the show chassis hardware CLI operational mode command.

user@host> show chassis hardware
Note

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. Fan Tray 2 refers to the third module from the left, counting from 0.

Locating the Chassis Serial Number ID Label on a PTX10002-60C

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.

Removing the Solid State Drives for RMA

The PTX10002 has two solid-state drives (SSDs) that store the software images, system logs, and the configuration files. Before returning a chassis to Juniper Networks as part of a Return Merchandise Authorization (RMA), you have the option of removing the SSDs and disposing them according to your own company’s security procedures. Before you begin this procedure, ensure you have the following tools:

  • ESD grounding strap (not provided)

  • Number 2 Phillips screwdriver

Use this optional procedure to remove the drives from the PTX10002 after the device has shutdown and removed from the rack.

  1. Attach the ESD grounding strap to your bare wrist and to a site ESD point.
  2. Place the device on a firm surface such as a workbench or a table.
  3. Using the number 2 Phillips screwdriver, remove the six flat-head screws that secure the access door on the right-side of the device. Retain the screws for later use.
    Figure 1: Removing or Replacing Flat-head Screws in the Access Door
    Removing or Replacing Flat-head
Screws in the Access Door
  4. Reach inside of the cavity and unscrew the two thumb-screw fasteners and set aside with the screws.
    Figure 2: Remove or Replacing the Thumb-screw Fasteners
    Remove or Replacing the Thumb-screw
Fasteners
  5. Slide the SSD out of the slot and set aside; repeat with the second SSD.
    Figure 3: Removing the SSDs
    Removing the SSDs
  6. Replace the two thumbscrews and hand-tighten.
  7. Replace the six flat-head screws and hand tighten using the number 2 Phillips screwdriver.
  8. Dispose of the SSDs according to your site security procedures.

Returning a PTX10002-60C or Component for Repair or Replacement

If you need to return a PTX10002 or component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the serial number of the component. For instructions, see Locating the Serial Number on a PTX10002-60C Chassis or Component.
  2. Obtain a Return Materials Authorization (RMA) number from the Juniper Technical Assistance Center (JTAC) as described in Contacting Customer Support to Obtain Return Material Authorization.Note

    Do not return any component to Juniper Networks unless you have first obtained an RMA number. Juniper Networks reserves the right to refuse shipments that do not have an RMA. Refused shipments are returned to the customer through collect freight.

  3. Pack the router or component for shipping as described in Packing a PTX10002-60C Chassis or Component for Shipping.

For more information about return and repair policies, see the customer support page at https://www.juniper.net/support/guidelines.html .

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.

Packing a PTX10002-60C Chassis or Component for Shipping

If you are returning a PTX10002-60C or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack a PTX10002-60C 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.

Packing a PTX10002-60C for Shipping

To pack a PTX10002-60C for shipping:

  1. Power off the PTX10002-60C and remove the AC power cords or DC power cables. See Powering Off the PTX10002-60C.
  2. Remove the cables that connect the PTX10002-60C to all external devices. See Disconnecting a Fiber-Optic Cable from a Device.
  3. Remove all field-replaceable units (FRUs) from the router. See:

  4. Remove the PTX10002-60C from the rack. See Uninstalling the PTX10002-60C.
  5. Place the PTX10002-60C in an antistatic bag.
  6. Place the PTX10002-60C in the shipping carton.
  7. Place the packing foam on top of and around the PTX10002-60C.
  8. If you are returning accessories or FRUs with the PTX10002-60C, pack them as instructed in Packing a PTX10002-60C Chassis or Component 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 Contacting Customer Support to Obtain Return Material Authorization for instructions on obtaining an RMA number.

Packing PTX10002-60C Components for Shipping

Caution

Do not stack PTX10002-60C components. Return individual components in separate boxes if they do not fit together on one level in the shipping box.

To pack and ship PTX10002-60C 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 Contacting Customer Support to Obtain Return Material Authorization for instructions on obtaining an RMA number.