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Returning an EX4600 Chassis or Components

Returning an EX4600 Switch or Component for Repair or Replacement

If you need to return an EX4600 switch or component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the serial number of the component. For instructions, see Locating the Serial Number on an EX4600 Switch or Component.
  2. Obtain a Return Materials Authorization (RMA) number from the Juniper Technical Assistance Center (JTAC) as described in Contact Customer Support to Obtain Return Material Authorization.
    Note:

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

  3. Pack the switch or component for shipping as described in Packing an EX4600 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 .

Locating the Serial Number on an EX4600 Switch or Component

If you are returning a switch or 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) when you contact them to obtain a Return Materials Authorization (RMA). See Contact Customer Support to Obtain Return Material Authorization.

If the switch is operational and you can access the command-line interface (CLI), you can list serial numbers for the switch 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 switch or component.

Note:

If you want to find the serial number ID label on a component, you need to remove the component from the switch chassis, for which you must have the required parts and tools available.

Listing the Chassis and Component Details Using the CLI

To list the EX4600 switch and components and their serial numbers, use the show chassis hardware CLI operational mode command.

Note:

The EX4600 and QFX5100 use the same fan modules. These modules are represented in CLI output as QFX5100 fan trays.

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.

Locating the Chassis Serial Number ID Label on an EX4600 Switch

The location for the chassis serial number ID label is found to the right of the 40 Gigabit Ethernet ports. See Figure 1 for an example of where to find the serial number ID on the EX4600 switch.

Figure 1: Location of the Serial Number ID Label on an EX4600 SwitchLocation of the Serial Number ID Label on an EX4600 Switch

Locating the Serial Number ID Labels on FRU Components

The power supplies, fan module, and expansion modules installed in EX4600 switches are field-replaceable units (FRUs). For each FRU, you must remove the FRU from the switch chassis to see the FRU serial number ID label.

  • AC power supply—The serial number ID label is on the top of the AC power supply.

  • Fan module—The serial number ID label is on the top of the fan module.

  • Expansion module–The serial number ID label is in the middle of the printed circuit board (PCB).

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 Juniper Networks Technical Assistance Center (JTAC).

After locating the serial number of the device or hardware component you want to return, open a service request with Juniper Networks Technical Assistance Center (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.

Packing an EX4600 Switch or Component for Shipping

If you are returning an EX4600 switch or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack an EX4600 switch or component:

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 EX4600 Switch for Shipping

To pack an EX4600 switch for shipping:

  1. Power down the switch and remove the power cables. See Powering Off an EX4600 Switch.
  2. Remove the cables that connect the EX4600 switch to all external devices.
  3. Remove all field-replaceable units (FRUs) from the switch.
  4. Have one person support the weight of the switch while another person unscrews and removes the mounting screws.
  5. Remove the switch from the rack or cabinet (see Chassis Lifting Guidelines for an EX4600 Switch) and place the switch in an antistatic bag.
  6. Place the switch in the shipping carton.
  7. Place the packing foam on top of and around the switch.
  8. If you are returning accessories or FRUs with the switch, pack them as instructed in Packing EX4600 Switch Components for Shipping.
  9. Replace the accessory box on top of the packing foam.
  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.

Packing EX4600 Switch Components for Shipping

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.

To pack and ship EX4600 switch components:

  • Place individual FRUs in antistatic bags.

  • Ensure that the components are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.

  • Close the top of the cardboard shipping box and seal it with packing tape.

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