Returning an ACX7332 Chassis or Components
SUMMARY If you need to return a hardware component to Juniper Networks, you need a Return Material Authorization (RMA) number and the equipment serial number. The Juniper Networks Technical Assistance Center (JTAC) can generate an RMA number. You may also need to locate chassis or component details using the CLI or by referring to equipment labels. You then pack and ship the return.
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 you, as needed.
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 number. Refused shipments are returned to you 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) in one of the following ways:
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On the Web, using the Service Request Manager link at:
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By telephone:
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From the U.S. and Canada: 1-888-314-JTAC (5822)
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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 to report a new incident.
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To return a defective hardware component:
How to Locate the Serial Number on an ACX7332 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 Material Authorization (RMA) number. See Contact Customer Support.
If the router is operational and you can access the CLI, you can list serial numbers for the router and for some components by using 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.
If you want to find the serial number ID label on a component, you need to remove the component from the router chassis. To do this, you must have the required parts and tools available.
- List the Chassis and Component Details Using the CLI
- Locate the Chassis Serial Number ID Label on an ACX7332 Router
- Locate the Serial Number ID Label on an ACX7332 Fan Tray
- Locate the Serial Number ID Label on an ACX7332 Power Supply Module
- Locate the Serial Number ID Label on an ACX7332 Routing Engine
- Locate the Serial Number ID Label on an ACX7332 Flexible PIC Concentrator
List the Chassis and Component Details Using the CLI
To list the components and serial numbers of ACX7332 routers, use the
show chassis hardware
CLI operational mode command.
Locate the Chassis Serial Number ID Label on an ACX7332 Router
On the ACX7332 router, the chassis serial number ID label is located on the top corner of the chassis, as shown in Figure 1.
1 — Serial Number ID Label |
Locate the Serial Number ID Label on an ACX7332 Fan Tray
The fan tray installed in an ACX7332 router is a field-replaceable unit (FRU). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.
The serial number ID label is on the side of the fan tray. See Figure 2.
1 — Serial Number ID Label |
Locate the Serial Number ID Label on an ACX7332 Power Supply Module
The power supply modules (PSMs) installed in an ACX7332 router 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.
Locate the Serial Number ID Label on an ACX7332 Routing Engine
The Routing and Control Boards (RCBs) installed in an ACX7332 router 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.
The serial number ID label is located on the bottom of the Routing Engine. See Figure 5.
1 — Serial Number ID Label |
Locate the Serial Number ID Label on an ACX7332 Flexible PIC Concentrator
The Flexible PIC Concentrator (FPC) installed in an ACX7332 router is a field-replaceable unit (FRU). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.
The serial number ID label is located on the top of the FPC. See Figure 6.
1 — Serial Number ID Label |
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 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 JTAC on the Web or by telephone.
Before you request an RMA from JTAC, be prepared to provide the following information:
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Your existing service request number, if you have one
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Serial number of the component
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Your name, organization name, telephone number, fax number, and shipping address
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Details of the failure or problem
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Type of activity being performed on the device when the problem occurred
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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:
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Service Request Manager: https://support.juniper.net/support/
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Telephone: +1-888-314-JTAC (+1-888-314-5822), toll-free in the USA, Canada, and Mexico
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 for a new incident.
The support representative validates your request and issues an RMA number for return of the component.
Guidelines for Packing and Shipping Hardware 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.
- Ship the package.
Do not stack any of the hardware components.