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Return an EX4000 Chassis or Component

How to Return an EX4000 Switch for Repair or Replacement

If you need to return a switch or hardware component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the serial number of the chassis if you need to return the switch. If you need to return one or more components, determine the serial number for each component. For instructions, see Locate the Serial Number on an EX4000 Switch.
  2. Obtain a Return Material Authorization (RMA) number from the Juniper Networks Technical Assistance Center (JTAC) as described in Contact Customer Support to Obtain Return Material Authorization.
    Note:

    Obtain an RMA number before you return any component to Juniper Networks. Juniper Networks reserves the right to refuse shipments that lack an RMA. Refused shipments are returned to the customer through collect freight, meaning that you pay for the returned delivery.
  3. Pack the switch or component for shipping as described in Pack an EX4000 Switch 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.

Locate the Serial Number on an EX4000 Switch

If you are returning a switch or hardware component to Juniper Networks for repair or replacement, you must locate the serial number of the switch or component. You must provide the serial number to the Juniper Networks Technical Assistance Center (JTAC) to obtain a Return Material Authorization (RMA) number.

If the switch is operational and you can access the CLI, you can list serial numbers for the switch and for some components with a CLI command.

You can also find the serial number ID label on the physical switch or component. This option is helpful in either of these instances:

  • You do not have access to the CLI.

  • The serial number does not appear in the command output.

Note:

If you want to find the serial number on the physical switch component, you will need to remove the component from the switch chassis.

List the Switch Details with the CLI

To list the switch and switch components and their serial numbers, enter the CLI command show chassis hardware extensive.

The following output lists the switch components and serial numbers for an EX4000 switch.

For information about the show chassis hardware command, see show chassis hardware.

Locate the Chassis Serial Number ID Label on an EX4000 Switch

As indicated by the following figures, locate the serial number ID label of an EX4000 chassis.

Figure 1: Location of the Serial Number ID Label on EX4000 Switches Location of the Serial Number ID Label on EX4000 Switches
  1
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Serial Number ID Label

 

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.

Pack an EX4000 Switch or Component for Shipping

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

Before you pack the switch or component, ensure that you have:

Pack an EX4000 Switch for Shipping

Before you pack the switch:

  1. On the console or other management device connected to the switch, enter the CLI operational mode and issue the following command to shut down the switch software:

    Wait until a message appears on the console confirming that the operating system has halted.

  2. Disconnect power from the switch.

  3. Remove the cables that connect the switch to external devices.

  4. Remove all optical transceivers installed in the switch (see Remove a Transceiver).

If you need to transport the switch to another location or return the switch to Juniper Networks, you need to pack the switch securely in its original packaging to prevent damage during shipping.

Ensure that you have the following parts and tools:

  • Number 2 Phillips (+) screwdriver—not provided

  • The original switch packing material (cardboard box, accessory box and its contents, and foam padding)

  • An ESD grounding strap—not provided

  • Antistatic bag—not provided

CAUTION:

Do not pack the switch in anything except its original container, or the switch might be damaged in transit.

To pack the switch:

  1. If the switch is installed in a rack or cabinet, have one person support the weight of the switch while another person unscrews and removes the mounting screws.
  2. Remove the switch from the rack or cabinet and place the switch on a flat, stable surface.
  3. Use the screwdriver to remove the rack mounting brackets from the switch chassis.
  4. Place the switch in an antistatic bag.
  5. Place the bottom portion of the packaging foam in the shipping carton.
  6. Place the switch inside the cavity in the bottom packaging foam.
  7. Place the top portion of the packaging foam on top of the switch.
  8. If you are returning accessories or field-replaceable units (FRUs) with the switch, pack them as instructed in Pack EX4000 Switch Components for Shipping.
  9. Place the accessory box by the rear end of the chassis in the shipping carton.
  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.

Pack EX4000 Switch Components for Shipping

Ensure that you have the following parts and tools available:

  • Antistatic bag, one for each component—not provided

  • An ESD grounding strap—not provided

To pack the switch components:

CAUTION:

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

  • Place individual components in antistatic bags.

  • Use the original packing materials if they are available. If the original packing materials are not available, ensure the component is adequately packed to prevent damage during transit. The packing material you use must be able to support the weight of the component.

  • Ensure that the components are adequately protected by wrapping them well with packing materials. Pack the component in an oversized box (if the original box is not available) with extra packing material around the unit so that the component is prevented from moving around inside the box.

  • Securely tape the box closed.

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