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Returning the JATP400 Chassis or Components

Locating the Serial Number on a JATP400 Chassis

If you are returning a JATP400 appliance to Juniper Networks for repair or replacement, you must locate the serial number of the appliance.

The serial number ID of the JATP400 appliance is located on a label on the back of the chassis. 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 Contacting Customer Support to Obtain Return Material Authorization.

You can also locate the serial number using the following command-line interface (CLI) command:

user@host> show system-information

Contacting Customer Support to Obtain Return Material Authorization

If you are returning the JATP400 appliance 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 appliance you want to return, open a Case 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 case number, if you have one

  • Serial number of the appliance

  • 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

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://www.juniper.net/support/requesting-support.html.

If you are contacting JTAC by telephone, enter your 12-digit case 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 a JATP400 for Shipping

To pack a JATP400 appliance for shipping:

  1. Power off the JATP400 appliance and remove the AC power cords or DC power cables.
  2. Remove the cables that connect the JATP400 appliance to all external devices.
  3. Remove the JATP400 appliance from the rack.
  4. Place the JATP400 appliance in an antistatic bag.
  5. Place the JATP400 appliance in the shipping carton.
  6. Place the packing foam on top of and around the JATP400 appliance.
  7. Close the top of the cardboard shipping box and seal it with packing tape.
  8. Write the return materials authorization (RMA) number on the exterior of the box to ensure proper tracking.