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Returning the PTX10003 Chassis or Components

 

Locating the Serial Number on a PTX10003 Chassis or Component

If you are returning a PTX10003 or a PTX10003 field-replaceable unit to Juniper Networks for repair or replacement, you must locate the serial number of the router or field-replaceable unit. 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 PTX10003 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 field-replaceable unit does not appear in the command output, you can locate the serial number ID label on the router or field-replaceable unit.

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 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.

Listing the PTX10003 Chassis and Component Details by Using the CLI

To list the PTX10003 and components and their serial numbers, use the show chassis hardware CLI operational mode command.

Here is a sample of the CLI output for the PTX10003-160C:

user@host> show chassis hardware

Here is an example of the CLI output for the PTX10003-80C:

Locating the PTX10003 Chassis Serial Number ID Label

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

Locating the Serial Number ID Labels on PTX10003 Components

For each field-replaceable unit, you must remove the it from the chassis to see the serial number ID label. See Figure 1.

  • AC power supply—The serial number ID label is on the top of the AC power supply. See Figure 3.

  • DC power supply—The serial number ID label is on the top of the DC power supply. See Figure 4.

  • Fan module—The serial number ID label is on the top of the fan module. See Figure 5.

    Figure 1: Locating the PTX10003-160C Chassis Serial Number
    Locating the PTX10003-160C
Chassis Serial Number
    Figure 2: Locating the PTX10003-80C Chassis Serial Number
    Locating the PTX10003-80C
Chassis Serial Number
    Figure 3: Locating the PTX10003 AC Power Supply Serial Number Label
    Locating the PTX10003
AC Power Supply Serial Number Label
    Figure 4: Locating the PTX10003 DC Power Supply Serial Number Label
    Locating the PTX10003
DC Power Supply Serial Number Label
    Figure 5: Locating the PTX10003 Fan Module Serial Number Label
    Locating the PTX10003 Fan
Module Serial Number Label

Returning a PTX10003 or Component for Repair or Replacement

If you need to return a PTX10003 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 PTX10003 Chassis or Component.
  2. Obtain a Return Material 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 PTX10003 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 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.

Packing a PTX10003 Chassis or Component for Shipping

If you are returning a PTX10003 chassis or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack the chassis 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 PTX10003 Chassis for Shipping

Here’s how to pack a PTX10003 for shipping:

  1. Power off the PTX10003 and remove the AC power cords or DC power cables. See Powering Off the PTX10003.
  2. Remove the cables that connect the PTX10003 to all external devices.
  3. Remove all field-replaceable units from the router. See:

  4. Remove the PTX10003 from the rack. See Uninstalling the PTX10003.
  5. Place the PTX10003 in an antistatic bag.
  6. Place the PTX10003 in the shipping carton.
  7. Place the packing foam on top of and around the PTX10003.
  8. If you are returning accessories or field-replaceable units with the PTX10003, pack them as instructed in Packing a PTX10003 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 a PTX10003 Component for Shipping

Caution

Do not stack PTX10003 components. Return individual components in separate boxes if they do not fit together on one level in the shipping box.

Here’s how to pack a PTX10003 component for shipping:

  1. Place individual field-replaceable units 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.