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Returning the ACX6160 Chassis or Components

Contact Customer Support

You can contact Juniper Networks Technical Assistance Center (JTAC) 24 hours a day, 7 days a week in one of the following ways:

  • On the Web, using the Service Request Manager link at:

    https://support.juniper.net/support/

  • By telephone:

    • From the US and Canada: 1-888-314-JTAC

    • From all other locations: 1-408-745-9500

      Note:

      If contacting JTAC by telephone, enter your 12-digit service request number followed by the pound (#) key if this is an existing case, or press the star (*) key to be routed to the next available support engineer.

When requesting support from JTAC by telephone, be prepared to provide the following information:

  • Your existing service request number, if you have one

  • 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

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

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

Locating the Serial Number on an ACX6160 Chassis or Component

If you are returning an ACX6160 or an ACX6160 field-replaceable unit (FRU) to Juniper Networks for repair or replacement, you must locate the serial number of the router or FRU. You must provide the serial number to the Juniper Networks Technical Assistance Center (JTAC) when you contact them to obtain a Return Material Authorization (RMA).

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 serial number from the serial number ID label. The fan module serial number cannot be viewed through the CLI.

Locating the Chassis Serial Number ID Label on an ACX6160

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

Figure 1: Locating the Serial Number ID Labels on ChassisLocating the Serial Number ID Labels on Chassis

Locating the Serial Number ID Labels on FRU Components

For each FRU, you must remove the FRU from the chassis to see the FRU’s serial number ID label. The serial number ID label is located on the top of the FRU. See Figure 2, Figure 3, and Figure 4.

Figure 2: AC Power Supply Serial Number LocationAC Power Supply Serial Number Location
Figure 3: DC Power Supply Serial Number LocationDC Power Supply Serial Number Location
Figure 4: Fan Module Serial Number LocationFan Module Serial Number Location

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.

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.

Packing an ACX6160 Chassis or Component for Shipping

If you are returning an ACX6160 or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack an ACX6160 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.

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 or cabinet.

Packing an ACX6160 for Shipping

To pack an ACX6160 for shipping:

  1. Power off the ACX6160 and remove the AC power cords or DC power cables. See Powering Off the ACX6160.
  2. Remove the cables that connect the ACX6160 to all external devices. See Disconnecting a Fiber-Optic Cable from the ACX6160.
  3. Remove all field-replaceable units (FRUs) from the router. See:
  4. Remove the ACX6160 from the rack or cabinet. See Uninstalling the ACX6160.
  5. Place the ACX6160 in an antistatic bag.
  6. Place the ACX6160 in the shipping carton.
  7. Place the packing foam on top of and around the ACX6160.
  8. If you are returning accessories or FRUs with the ACX6160, pack them as instructed inPacking ACX6160 Components 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.

Packing ACX6160 Components for Shipping

CAUTION:

Do not stack ACX6160 components. Return individual components in separate boxes if they do not fit together on one level in the shipping box.

To pack and ship ACX6160 components:

  1. Place individual FRUs 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.