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Contacting Customer Support and Returning the Chassis or Components

Contact Customer Support

You can contact Juniper Networks Technical Assistance Center (JTAC) 24 hours a day, 7 days a week 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 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 device 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.

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 the customer 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. Refused shipments are returned to the customer 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) by using the Service Request Manager link at https://support.juniper.net/support/ or at 1-888-314-JTAC (within the United States) or 1-408-745-9500 (from outside the United States).

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 Juniper Networks Technical Assistance Center (JTAC). You can send e-mail or 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.

Locating the MX104 Components and Serial Numbers

Before contacting Juniper Networks, Inc. to request a Return Materials Authorization (RMA), you must find the serial number on the router or component. To display all of the router components and their serial numbers, enter the following command-line interface (CLI) command:

Most components also have a small rectangular serial number ID label (see Figure 1) attached to the component body.

Figure 1: Serial Number ID LabelSerial Number ID Label

MX104 Chassis Serial Number Label

The chassis serial number is located on the rear of the chassis (see Figure 2).

Figure 2: MX104 Chassis Serial Number LabelMX104 Chassis Serial Number Label

MX104 Fan Tray Serial Number Label

The fan tray serial number is located on the rear of the fan tray (see Figure 3).

Figure 3: MX104 Fan Tray Serial Number LabelMX104 Fan Tray Serial Number Label

MX104 MIC Serial Number Label

The MIC serial number label is located on the top of the MIC (see Figure 4).

Figure 4: MX104 MIC Serial Number LabelMX104 MIC Serial Number Label
Note:

The location of the serial number label may vary depending on model. Look for an alphanumeric sticker similar to the one shown in Figure 4.

MX104 Power Supply Serial Number Label

The power supply serial number is located on the top of the power supply (see Figure 5).

Figure 5: MX104 Power Supply Serial Number LabelMX104 Power Supply Serial Number Label

MX104 Routing Engine Serial Number Label

The Routing Engine serial number is located on the top of the Routing Engine (see Figure 6).

Figure 6: MX104 Routing Engine Serial Number LabelMX104 Routing Engine Serial Number Label

Guidelines for Packing Hardware Components for Shipment

To pack and ship individual components:

  • 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.

  • Use the original shipping materials if they are available.

  • Place individual components in antistatic bags.

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

CAUTION:

Do not stack any of the hardware components.

Packing the MX104 Router for Shipment

To pack the router for shipment:

  1. Retrieve the shipping box and packing materials in which the router was originally shipped. If you do not have these materials, contact your Juniper Networks representative about approved packaging materials.
  2. On the console or other management device connected to the Routing Engine, enter CLI operational mode and issue the following command to shut down the router software.

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

    For more information about the command, see the CLI Explorer.

  3. Attach an ESD grounding strap to your bare wrist, and connect the other end of the strap to an ESD grounding point.
  4. Shut down power to the router by pressing the AC input switch or DC circuit breaker for all power supplies to the off (O) position.
  5. Disconnect power from the router.
  6. Remove the cables that connect to all external devices.
  7. Remove all field replaceable units (FRUs) from the router.
  8. Remove the router from the rack. One person should grasp the router while a second person unscrews and removes the mounting screws from the rack. One lifter can then move the router to the shipping container.
  9. Place the router in the shipping container.
  10. Cover the router with an ESD bag and place the packing foam on top of and around the router.
  11. Replace the accessory box on top of the packing foam.
  12. Securely tape the box closed.
  13. Write the RMA number on the exterior of the box to ensure proper tracking.