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Returning the JRR200 Chassis or Components

Returning a JRR200 Route Reflector or Hardware Component to Juniper Networks

To return a JRR200 route reflector or hardware component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the part number and serial number of the JRR200 route reflector or component. See Locating the Serial Number on the JRR200 Route Reflector or Component.
  2. Obtain a Return Materials Authorization (RMA) number from JTAC. See Contacting Customer Support.
    Note:

    Do not return the JRR200 route reflector or 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 via collect freight.

  3. Pack the JRR200 route reflector or component for shipping.

For more information about return and repair policies, see the customer support webpage at https://www.juniper.net/support/guidelines.html.

For product problems or technical support issues, open a support case using the Case Manager link at https://support.juniper.net/support/ or call 1-888-314-JTAC (within the United States) or 1-408-745-9500 (outside the United States).

Listing the JRR200 Route Reflector Component Details with the CLI

Before contacting Juniper Networks to request a Return Materials Authorization (RMA), you must find the serial number on the JRR200 route reflector or component. To list all the JRR200 route reflector components and their serial numbers, enter the following CLI command:

In the above output SFP+ or the PIC information is not displayed. To view the SFP+ or the PIC information you need to enter into the host OS and use ethtool -m <interface-name> to get the details.

Locating the Serial Number on the JRR200 Route Reflector or Component

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

If the device is operational and you can access the CLI, you can list serial numbers for the device 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 physical device or component.

Locating the Chassis Serial Number ID Label

The serial number ID label is located on the rear panel of the JRR200 route reflector.

Locating the Serial Number ID Labels on FRUs

The power supplies and fan trays installed in the JRR200 route reflector are field-replaceable units (FRUs). The serial number ID label is on the top of the FRUs.

Contacting Customer Support

Once you have located the serial numbers of the device or component, you can return the device or component for repair or replacement. For this, you need to contact Juniper Networks Technical Assistance Center (JTAC).

You can contact JTAC 24 hours a day, 7 days a week, using any of the following methods:

  • On the Web: Using the Service Request Manager link at https://support.juniper.net/support/

  • By telephone:

    • From the US and Canada: 1-888-314-JTAC

    • 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.

When requesting support from JTAC by telephone, be prepared to provide the following information:

  • Your existing service request number, if you have one

  • Details of the failure or problem

  • Type of activity being performed on the JRR200 route reflector when the problem occurred

  • Configuration data displayed by one or more show commands

  • Your name, organization name, telephone number, fax number, and shipping address

The support representative validates your request and issues an RMA number for return of the component.

Packing a JRR200 Route Reflector or its Components for Shipping

Before you pack a JRR200 route reflector or component:

  • Ensure that you have taken the necessary precautions to prevent electrostatic discharge (ESD) damage.

  • Retrieve the original shipping carton and packing materials. Contact your JTAC representative if you do not have these materials, to learn about approved packing materials. See Contacting Customer Support.

Ensure that you have the following parts and tools available:

  • ESD grounding strap

  • Antistatic bag, one for each component

  • Phillips (+) screwdriver, number 2

Packing the JRR200 Route Reflector for Shipment

To pack the JRR200 route reflector for shipment:

  1. Attach an electrostatic discharge (ESD) grounding strap to your bare wrist and connect the strap to the ESD point on the chassis or to an outside ESD point if the device is disconnected from earth ground.
  2. On the console or other management device connected to the JRR200 route reflector, enter CLI operational mode and issue the following command to shut down the JRR200 route reflector software:

    user@host> request system power-off

  3. Wait until a message appears on the console confirming that the services have stopped, and then physically turn off power by pressing the power switch that is on the rear of the route reflector.
  4. Disconnect power cables from the JRR200 route reflector.
  5. Remove the cables that connect to all external devices.
  6. If the JRR200 route reflector is installed in a rack, have one person support the weight of the route reflector while another person unscrews and removes the mounting screws.
  7. Place the JRR200 route reflector in the shipping carton.
  8. Cover the JRR200 route reflector with an ESD bag, and place the packing foam on top of and around the device.
  9. Replace the accessory box on top of the packing foam.
  10. Securely tape the box closed.
  11. Write the Return Materials Authorization (RMA) number on the exterior of the box to ensure proper tracking.

Packing the JRR200 Route Reflector Components for Shipment

Follow these guidelines for packing and shipping individual components of the JRR200 route reflector:

  • When you return a component, make sure that it is 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 the individual component in an electrostatic bag.

  • Write the Return Materials Authorization (RMA) number on the exterior of the box to ensure proper tracking.

CAUTION:

Do not stack any of the JRR200 route reflector components during packing.