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Returning an XRE200 Chassis or Components

 

Returning an XRE200 External Routing Engine for Repair or Replacement

If you need to return an XRE200 External Routing Engine or hardware component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the serial number of the external Routing Engine or component. For instructions, see Locating the Serial Number on an XRE200 External Routing Engine or Component.
  2. Obtain an RMA number from JTAC as described in Contacting Customer Support to Obtain Return Material Authorization.Note

    Do not return any device 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 external Routing Engine or component for shipping as described in Packing an XRE200 External Routing Engine 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 an XRE200 External Routing Engine or Component

If you are returning an XRE200 External Routing Engine or hardware component to Juniper Networks for repair or replacement, you must locate the serial number of the external Routing Engine or component. You must provide the serial number to the Juniper Networks Technical Assistance Center (JTAC) when you contact them to obtain Return Materials Authorization (RMA). See Contacting Customer Support to Obtain Return Material Authorization.

If the XRE200 External Routing Engine is operational and you can access the command-line interface (CLI), you can list serial numbers for the external Routing Engine 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 physical external Routing Engine or component.

Note

If you want to find the serial number on the physical external Routing Engine component, you will need to remove the component from the external Routing Engine chassis, for which you must have the required parts and tools available. See Installing and Removing XRE200 External Routing Engine Hardware Components.

Listing the External Routing Engine and Components Details with the CLI

To list the external Routing Engine and external Routing Engine components and their serial numbers, use the show chassis hardware CLI command.

The following output lists the components and serial numbers for all members of an EX8200 Virtual Chassis, including the external Routing Engines (members 8 and 9):

user@external-routing-engine> show chassis hardware

Locating the Serial Number ID Label on an XRE200 External Routing Engine

The serial number ID label is located on the back of the chassis on an XRE200 External Routing Engine. See Figure 1.

Figure 1: Location of the Serial Number ID Label on an XRE200 External Routing Engine
Location of the Serial Number
ID Label on an XRE200 External Routing Engine
Note

You are required to provide a 12-digit serial number when purchasing a license for an XRE200 External Routing Engine in an EX8200 Virtual Chassis or when returning an XRE200 External Routing Engine.

The serial number listed on the XRE200 External Routing Engine serial ID label is 16 digits long. Use the last 12 digits of the 16-digit serial number when purchasing a license for an EX8200 Virtual Chassis or when returning an XRE200 External Routing Engine.

Locating Serial Number ID Labels on FRU Components

The power supplies, fan modules, HDD modules, and VCCI modules are field-replaceable units (FRUs). For most of these FRUs, you must remove the FRU from the external Routing Engine chassis to see the FRU’s serial number ID label.

To locate the serial number ID label on the component:

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 an XRE200 External Routing Engine or Component for Shipping

If you are returning an XRE200 External Routing Engine or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you begin packing the external Routing Engine or component:

Ensure that you have the following parts and tools available:

  • Antistatic bag, one for each external Routing Engine or component

  • Phillips (+) screwdriver, number 2

This topic describes:

Packing an XRE200 External Routing Engine for Shipping

To pack a external Routing Engine for shipping:

  1. Issue the following command to shut down the external Routing Engine software:
    user@external-routing-engine> request system halt

    Wait 60 seconds after a message appears on the console confirming that the operating system has halted.

  2. Disconnect power from the external Routing Engine by performing one of the following:
    • If the power source outlet has a power switch, set it to the OFF position.

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

  3. Remove the cables that connect the external Routing Engine to all external devices.
  4. Remove all field-replaceable units (FRUs) from the external Routing Engine .
  5. Have one person support the weight of the external Routing Engine while another person unscrews and removes the mounting screws.
  6. Remove the external Routing Engine from the rack and place the external Routing Engine in an antistatic bag.
  7. Place the external Routing Engine in the shipping carton.
  8. Place the packing foam on top of and around the external Routing Engine.
  9. Replace the accessory box on top of the packing foam.
  10. Close the top of the cardboard shipping box and seal it with packing tape.
  11. Write the RMA number on the exterior of the box to ensure proper tracking.