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Returning the PTX10000 Chassis or Components

 

To return a PTX10008 or a PTX10016 router or component, refer to the following sections:

Returning a PTX10000 Router or Component for Repair or Replacement

If you need to return a PTX10008 router, or a PTX10016 router, or a 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 PTX10000 Router 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 a Return Materials Authorization for a PTX10000 Router or Component.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 PTX10000 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.

Locating the Serial Number on a PTX10000 Router or Component

If you are returning a router or component to Juniper Networks for repair or replacement, you must locate the serial number of the router or component. 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 a Return Materials Authorization for a PTX10000 Router or Component.

If the router is operational and you can access the command-line interface (CLI), you can list serial numbers for the router and for some components with a CLI command. If you do not have access to the CLI or if the serial number for the component does not appear in the command output, you can locate the serial number ID label on the router or component.

Note

If you want to find the serial number ID label on a component, you need to remove the component from the router chassis, for which you must have the required parts and tools available.

Listing the Chassis and Component Details Using the CLI

To list the PTX10008 or the PTX10016 chassis and the components and their serial numbers, use the show chassis hardware CLI operational mode command.

user@device> show chassis hardware

Locating the Chassis Serial Number ID Label on a PTX10008 or a PTX10016

The serial number ID label is located on a label on the right side of the chassis. See Figure 1 for the location on a PTX10008 and Figure 2 for the PTX10016.

Figure 1: PTX10008 Serial Number Label
PTX10008 Serial Number Label
Figure 2: PTX10016 Serial Number Label
PTX10016 Serial Number Label

Locating the Serial Number ID Labels on PTX10000 Power Supplies

The power supplies installed in a PTX10000 are field-replaceable units (FRUs). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.

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

    Figure 3: PTX10000 AC Power Supply Serial Number Location
    PTX10000 AC Power Supply
Serial Number Location
  • DC power supply—The serial number ID label is on the left side of the DC power supply. See Figure 4.

    Figure 4: PTX10000 DC Power Supply Serial Number Location
    PTX10000 DC Power Supply
Serial Number Location

Locating the Serial Number ID Labels on PTX10000 Fan Trays and Fan Tray Controllers

The two fan trays and their associated fan tray controllers installed in a PTX10000 are field-replaceable units (FRUs). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.

  • Fan tray–The serial number ID label is located on the inside of the fan tray at the base of the fan tray Control Board. See Figure 5.

    Figure 5: PTX10000 Fan Tray Serial Number Location
    PTX10000 Fan Tray
Serial Number Location
  • Fan tray controller–The serial number ID label is located on the top of the fan tray controller. See Figure 6.

    Figure 6: PTX10000 Fan Tray Controller Serial Number Location
    PTX10000 Fan Tray Controller
Serial Number Location

Locating the Serial Number ID Labels on PTX10000 Control Boards

The serial number ID label for a Control Board is located on the connector end of the unit. See Figure 7.

Figure 7: PTX10000 Control Board Serial Number Location
PTX10000 Control Board
Serial Number Location

Locating the Serial Number ID Labels on a PTX10000 Line Card

The serial number ID label for a line card is located on the connector end of the card. See Figure 8.

Figure 8: PTX10000 Line Card Serial Number Location
PTX10000 Line Card Serial
Number Location

Locating the Serial Number ID Labels on a PTX10000 Switch Interface Board (SIB)

The serial number ID label for a SIB is located on the PC board. See Figure 9.

Figure 9: PTX10000 SIB Serial Number Location
PTX10000 SIB Serial Number
Location

Locating the Serial Number ID Label on a PTX10000 SATA SSD

The serial number for a SATA SSD is located on top of the drive. See Figure 10.

Figure 10: PTX10000 SATA SSD Serial Number Location
PTX10000 SATA SSD Serial
Number Location

Contacting Customer Support to Obtain a Return Materials Authorization for a PTX10000 Router or Component

If you are returning a PTX10000 router or component to Juniper Networks for repair or replacement, you must first obtain a Return Materials Authorization (RMA) from the Juniper Networks Technical Assistance Center (JTAC).

After locating the serial number of the device or component you want to return, open a service request with Juniper Networks Technical Assistance Center (JTAC) on the Web or by telephone.

For instructions on locating the serial number of the device or component you want to return, see the following device instructions:

Before you request an RMA 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://www.juniper.net/support/requesting-support.html.

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 PTX10000 or Component for Shipping

Follow this procedure if you are returning a PTX10000 chassis or component to Juniper Networks for repair or replacement.

Before you pack a PTX10000 or component:

  • Ensure that you have taken the necessary precautions to prevent electrostatic discharge (ESD) damage. See Prevention of Electrostatic Discharge Damage.

  • Pack your chassis or component using one of these materials:

    • Use the packing material from the replacement chassis or component

    • 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 to Obtain a Return Materials Authorization for a PTX10000 Router or Component.

Ensure that you have the following parts and tools available:

  • ESD grounding strap.

  • Electrostatic bag, one for each component.

  • If you are returning the chassis:

    • A 13/32-in. or 10-mm open-end or socket wrench to install the bracket bolts on the chassis and shipping pallet

    • An appropriate screwdriver for the mounting screws used on your rack.

This topic covers:

Packing a PTX10000 Chassis for Shipping

The PTX10000 is shipped in a cardboard box that has a two-layer wooden pallet base with foam cushioning between the layers. The router chassis is bolted to the pallet base with four pallet fasteners, two on each side of the chassis. See Figure 11 for the stacking configuration of the PTX10008 and Figure 12 for the PTX10016.

Figure 11: Stacking Configuration for Packing the PTX10008 Chassis
Stacking Configuration for
Packing the PTX10008 Chassis
Figure 12: Stacking Configuration for Packing the PTX10016 Chassis
Stacking Configuration for
Packing the PTX10016 Chassis

To pack a PTX10000 for shipping:

  1. Power down the chassis and remove the power cables. See Powering Off a PTX10000.
  2. Remove the cables that connect the PTX10000 to all external devices.
  3. Remove all line cards and pack them in their original shipping containers. See Packing a PTX10000 or Component for Shipping.
  4. Install cover panels over blank slots.

    Leave components that came installed in the chassis in the chassis, such as the Control Boards or power supplies.

  5. Move the wooden pallet and packing material to a staging area as close to the router as possible. Make sure there is enough space to move the chassis from the rack to the wooden pallet.
  6. Position a mechanical lift under the device. If a mechanical lift is not available, have three people support the weight of the router while another person uses the screwdriver to remove the front mounting screws that attach the chassis mounting brackets to the rack. For PTX10008 removal, see Removing a PTX10008 From a 4-Post Rack Using a Mechanical Lift or Manually Removing a PTX10008 from a 4-Post Rack. For PTX10016 removal, see Removing a PTX10016 From a 4-Post Rack Using a Mechanical Lift.
  7. Remove the router from the rack (see PTX10008 Chassis Lifting Guidelines) and place the router on the shipping pallet. Position the router on the pallet so that the front of the router is facing the silkscreened “front” mark on the pallet. The pallet also has crop marks to guide you in positioning the chassis
  8. Use the 13/32-in. or 10-mm open-end or socket wrench to install the four sets of brackets and bolts that secure the chassis to the wooden pallet.
  9. Slide the plastic cover over the router chassis. The plastic cover is part of the router’s original packing materials.
  10. Place the packing foam on top of and around the router.
  11. Place the power cords in the box.
  12. Remove the adjustable mounting brackets from the rack and place them and their connecting screws in the accessory box.
  13. If you are returning accessories or FRUs with the router, pack them as instructed in Packing PTX10000 Components for Shipping.
  14. Verify that all accessories are present. See Comparing the PTX10000 Order to the Pack.
  15. Slide the cardboard box over the chassis, making sure that the arrows on the box point up and the pallet fasteners to secure the cardboard box to the wooden pallet are near the bottom.
  16. Attach the cardboard box to the wooden pallet by screwing two screws into each of the four pallet fasteners. See Figure 13 and Figure 14.
    Figure 13: Attaching the PTX10008 to the Pallet
    Attaching the PTX10008
to the Pallet
    Figure 14: Attaching the PTX10016 to the Pallet
    Attaching the PTX10016
to the Pallet
  17. Write the RMA number on the exterior of the box to ensure proper tracking.

Packing PTX10000 Components for Shipping

Before you begin packing a router component, ensure that you have the following parts and tools available:

  • Antistatic bag, one for each component

  • Electrostatic discharge (ESD) grounding strap

Caution

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

To pack and ship PTX10000 components:

  1. Place individual FRUs in antistatic bags.
  2. Use the original packing materials if they are available. If the original packing materials are not available, ensure the component is adequately packed to prevent damage during transit. The packing material you use must be able to support the weight of the component.
  3. Ensure that the components are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.
  4. Close the top of the cardboard shipping box and seal it with packing tape.
  5. Write the RMA number on the exterior of the box to ensure proper tracking.