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Returning an RPS Chassis or Components

 

Returning an EX Series RPS or RPS Component for Repair or Replacement

If you need to return a Redundant Power System (RPS) or an RPS power supply 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 an EX Series Redundant Power System or Redundant Power System Components.
  2. Obtain an RMA number from JTAC as described in Contact Customer Support to Obtain Return Material Authorization.Note

    Do not return any device or 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 RPS or the RPS power supply for shipping as described in Packing an EX Series Redundant Power System or Redundant Power System Components 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 an EX Series Redundant Power System or Redundant Power System Components

If you are returning a Redundant Power System (RPS) or a power supply to Juniper Networks for repair or replacement, you must determine and provide the serial number to the Juniper Networks Technical Assistance Center (JTAC) when you contact them to obtain Return Materials Authorization (RMA).

If the RPS is operational and you can access the CLI, you can list the RPS serial number with the CLI command show chassis redundant-power-system. If you do not have access to the CLI or if the serial number of the RPS or RPS power supply does not appear in the command output, you can locate the RPS serial number on the left side of the chassis. To find the serial number of one of the installed power supplies, you need to remove the power supply from the RPS. See Removing a Power Supply from the EX Series RPS.

Listing the EX Series Redundant Power System Details with a Switch CLI

To list the RPS details and serial number, enter the following CLI command using the switch connected to the RPS:

Locating the Chassis Serial Number ID Label on an EX Series RPS

The RPS has a serial number ID label on the left side of the chassis.

Locating the Serial Number ID Labels on a Power Supply in an EX Series Redundant Power System

The power supply in an RPS has a serial number ID label on the top of the power supply. See Removing a Power Supply from the EX Series RPS.

Contact 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 an EX Series Redundant Power System or Redundant Power System Components for Shipping

If you are returning a Redundant Power System (RPS) or an RPS power supply to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you begin packing the RPS or RPS power supply, ensure you have:

Packing an EX Series RPS for Shipping

Note

Packing an RPS for shipping requires two people if the RPS has been installed in a rack.

To pack an RPS for shipping:

  1. Disconnect power from the AC power source outlet by performing one of the following:
    • If the AC power source outlet has a power switch, set it to the OFF (0) position.

    • If the AC power source outlet does not have a power switch, gently pull out the plug end of the power cord connected to the power source outlet.

  2. Repeat Step 1 for each of the installed power supplies.
  3. Remove all power cords that connect the RPS to the AC power source outlet.
  4. Remove all RPS cables that connect the RPS to switches.
  5. Remove all power supplies installed in the RPS (see Removing a Power Supply from the EX Series RPS).
  6. If the RPS is installed in a rack or cabinet, have one person support the weight of the RPS while another person unscrews and removes the mounting screws.
  7. Remove the RPS from the rack or cabinet and place the RPS in an antistatic bag.
  8. Place the RPS in the shipping carton.
  9. Place the packing foam on top of and around the RPS.
  10. If you are returning power supplies with the RPS, pack them as instructed in Packing an EX Series RPS Component for Shipping.
  11. Replace the accessory box on top of the packing foam.
  12. Close the top of the cardboard shipping box and seal it with packing tape.
  13. Write the RMA number on the exterior of the box to ensure proper tracking. See Contact Customer Support to Obtain Return Material Authorization.

Packing an EX Series RPS Component for Shipping

Caution

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

To pack an RPS power supply component for shipping:

  1. Place individual power supplies in antistatic bags.
  2. Ensure that each component is adequately protected with packing materials and packed so that components do not move 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.