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Contacting Customer Support and Returning the Chassis or Components

How to Return a Hardware Component to Juniper Networks, Inc.

If a hardware component fails, please contact Juniper Networks, Inc. to obtain a Return Material Authorization (RMA) number. This number is used to track the returned material at the factory and to return repaired or new components to the customer as needed.

Note:

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

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

For product problems or technical support issues, contact the Juniper Networks Technical Assistance Center (JTAC) by using the Service Request Manager link at https://support.juniper.net/support/ or at 1-888-314-JTAC (within the United States) or 1-408-745-9500 (from outside the United States).

To return a defective hardware component:

  1. Determine the part number and serial number of the defective component.
  2. Obtain an RMA number from the Juniper Networks Technical Assistance Center (JTAC). You can send e-mail or telephone as described above.
  3. Provide the following information in your e-mail message or during the telephone call:

    • Part number and serial number of component

    • Your name, organization name, telephone number, and fax number

    • Description of the failure

  4. The support representative validates your request and issues an RMA number for return of the component.
  5. Pack the component for shipment.

How to Locate the Serial Number on an ACX5400 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 Contact Customer Support.

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.

List the Chassis and Component Details Using the CLI

To list the components and serial numbers of ACX5448, ACX5448-D, and ACX5448-M routers, use the show chassis hardware CLI operational mode command.

The show chassis hardware output for ACX5448:

The show chassis hardware output for ACX5448-D:

The show chassis hardware output for ACX5448-M:

The show chassis hardware output for ACX5448-M-LT:

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.

Locate the Chassis Serial Number ID Label on an ACX5400 Router

On the ACX5400 router product models, the serial number ID label is located on the right side of the port panel. See Figure 1, Figure 2 , and Figure 3 for examples of where to find the serial number ID.

Figure 1: Location of the Serial Number ID Label on an ACX5448 routerLocation of the Serial Number ID Label on an ACX5448 router
Figure 2: Location of the Serial Number ID Label on an ACX5448-D routerLocation of the Serial Number ID Label on an ACX5448-D router
Figure 3: Location of the Serial Number ID Label on an ACX5448-M routerLocation of the Serial Number ID Label on an ACX5448-M router

Locate the Serial Number ID Labels on ACX5400 Power Supply Modules

The power supply modules (PSMs) installed in an ACX5400 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 PSM—The serial number ID label is on the top of the AC PSM. See Figure 4 and Figure 5.

    Figure 4: ACX5448 AC PSM Serial Number LocationACX5448 AC PSM Serial Number Location
    Figure 5: ACX5448-D and ACX5448-M AC PSM Serial Number LocationACX5448-D and ACX5448-M AC PSM Serial Number Location

  • DC PSM—The serial number ID label is on the top of the DC PSM. See Figure 6 and Figure 7.

    Figure 6: ACX5448 DC PSM Serial Number LocationACX5448 DC PSM Serial Number Location
    Figure 7: DC PSM Serial Number Location for ACX5448-D and ACX5448-M RoutersDC PSM Serial Number Location for ACX5448-D and ACX5448-M Routers

Locate the Serial Number ID Label on an ACX5400 Fan Module

The fan modules installed in an ACX5400 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 module–The serial number ID label is located at the base of the fan module. See Figure 8.

Figure 8: ACX5400 Fan Module Serial Number LocationACX5400 Fan Module Serial Number Location

Contact Customer Support to Obtain a Return Material Authorization

If you need to return a device or hardware component to Juniper Networks for repair or replacement, obtain an RMA number from JTAC. You must obtain an RMA number before you attempt to return the component.

After locating the serial number of the device or hardware component you want to return, open a service request with the 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.

Guidelines for Packing Hardware Components for Shipment

To pack and ship individual components:

  • When you return components, make sure that they are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.

  • Use the original shipping materials if they are available.

  • Place individual components in antistatic bags.

  • Write the RMA number on the exterior of the box to ensure proper tracking.

CAUTION:

Do not stack any of the hardware components.