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Return Procedures for the ACX7509 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.

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 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:

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

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

  • By telephone:

    • From the U.S. and Canada: 1-888-314-JTAC (5822)

    • 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.

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 JTAC. You can send e-mail or contact JTAC by 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. See Guidelines for Packing and Shipping Hardware Components.

How to Locate the Serial Number on an ACX7509 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.

Note:

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

To list the components and serial numbers of ACX7509 routers, use the show chassis hardware CLI operational mode command.

Locate the Chassis Serial Number ID Label on an ACX7509 Router

On the ACX7509 router, the chassis serial number ID label is located on the top left corner of the chassis, as shown in Figure 1.

Figure 1: ACX7509 Chassis Serial Number Label ACX7509 Chassis Serial Number Label

Locate the Serial Number ID Label on an ACX7509 Fan Tray

The fan tray installed in an ACX7509 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 left side bottom of the fan tray. SeeFigure 2

Figure 2: ACX7509 Fan Tray Serial Number Label

Locate the Serial Number ID Label on an ACX7509 Power Supply Module

The power supply modules (PSMs) installed in an ACX7509 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.

  • AC PSM—The serial number ID label is on the top of the AC PSM. See Figure 3.

    Figure 3: ACX7509 AC/HVDC PSM Serial Number Label ACX7509 AC/HVDC PSM Serial Number Label

  • DC PSM—The serial number ID label is on the top of the DC PSM. See Figure 4.

    Figure 4: ACX7509 DC PSM Serial Number Label ACX7509 DC PSM Serial Number Label

Locate the Serial Number ID Label on an ACX7509 Forwarding Engine Board

The Forwarding Engine Board (FEB) installed in an ACX7509 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 under the left ejector handle of the FEB. You need to spread the ejector handles to see the serial number ID. See Figure 5.

Figure 5: ACX7509 Forwarding Engine Board Serial Number Label ACX7509 Forwarding Engine Board Serial Number Label

Locate the Serial Number ID Label on an ACX7509 Routing and Control Board

The Routing and Control Boards (RCBs) installed in an ACX7509 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 top of the RCB. See Figure 6.

Figure 6: ACX7509 Routing and Control Board Serial Number Label ACX7509 Routing and Control Board Serial Number Label

Locate the Serial Number ID Label on an ACX7509 Flexible PIC Concentrator

The Flexible PIC Concentrator (FPC) installed in an ACX7509 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 7.

Figure 7: ACX7509 Flexible PIC Concentrator Serial Number Label ACX7509 Flexible PIC Concentrator Serial Number 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:

  • 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 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

To pack and ship individual components:
  1. 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.
  2. Use the original shipping materials, if they are available.
  3. Place individual components in antistatic bags.
  4. Write the RMA number on the exterior of the box to ensure proper tracking.
  5. Ship the package.
CAUTION:

Do not stack any of the hardware components.