Contact Customer Support and Return the Chassis or Components

If you need to return a hardware component to Juniper Networks, Inc., you need a Return Material Authorization (RMA) number and the equipment serial number. Contact the Juniper Networks Technical Assistance Center (JTAC) to generate an RMA number. You may also need to locate the chassis or component details using the CLI or by referring to equipment labels. You then pack and ship the component.

Contact Customer Support

You can contact JTAC 24 hours a day, seven days a week.

Chat

Use the Ask me icon at the bottom right of the Support page.

Don't see the Chat icon? Read this.

Web

Juniper Support Portal

Government Support Portal

Telephone

U.S. and Canada (Toll-free): 1-888-314-JTAC (5822)

Outside the US or Canada, use the relevant country number listed on the regional tabs listed on the Contact Support page.

Federal Government Support: 1-833-900-1454

Note:

We do not support opening new cases through e-mail. Please use one of the above options to contact JTAC.

Return a Hardware Component to Juniper Networks

If a hardware component fails, contact Juniper Networks to obtain an RMA number. We use this number to track the returned material at the factory and to return the repaired or new components to you, as needed.

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 number. Refused shipments are returned to you by collect freight.

To return a defective hardware component:

Determine the part number and the serial number of the defective component. See Locate the Serial Number of the MX301 or its Components.
Obtain an RMA number from JTAC as described in Request a Return Material Authorization.
Pack the component for shipment. See Guidelines for Packing and Shipping Hardware Components.

For more information about return and repair policies, see the Support page at https://support.juniper.net/support/.

Locate the Serial Number of the MX301 or its Components

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 don’t have access to the CLI, or if the serial number for the component doesn’t appear in the command output, you can physically locate the serial number ID label on the device or component.

Note:

If you want to find the serial number ID label on a component, you need to remove the component from the device chassis.

List the MX301 Chassis and Component Details Using the CLI
Locate the Chassis Serial Number ID Label on MX301
Locate the Serial Number ID Labels on FRUs

List the MX301 Chassis and Component Details Using the CLI

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

Locate the Chassis Serial Number ID Label on MX301

You can find the chassis serial number for the MX301 on a label on the top panel.

Figure 1: Location of the Serial Number Label

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Serial number ID label

Locate the Serial Number ID Labels on FRUs

The power supplies and fan modules installed in the MX301 are field-replaceable units (FRUs). You must remove a FRU from the router chassis to see the FRU serial number ID label.

Power supplies—The serial number ID label is located on top of the AC, DC, and HVAC/DC power supplies for the MX301.

Figure 2: Serial Number ID Label on MX301 AC PSU
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Serial number ID label

Figure 3: Serial Number ID Label on MX301 DC PSU
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Serial number ID label

Figure 4: Serial Number ID Label on MX301 HVAC/DC PSU
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Serial number ID label
Fan module—The serial number ID label is located on top of the fan module for an MX301.

Figure 5: Serial Number ID Label on MX301 Fan Module
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Serial number ID label

Remove the Solid State Drives for RMA on the MX301

The MX301 Router has two solid-state drives (SSDs) stacked on top of each other that store the software images, system logs, and the configuration files. Before returning a chassis to Juniper Networks as part of a Return Material Authorization (RMA), you have the option to remove the SSDs and secure or dispose them according to your own company’s security policies.

Before you begin this procedure, ensure you have a Philips (+) screwdriver, number 2.

Use this optional procedure to remove the SSDs from the MX301 Router after the device has shut down and you’ve removed it from the rack. The single SSD door is located on top of the device.

Ensure that the device is placed on a firm surface such as a workbench or a table with the SSD door facing up.
Use the Philips screwdriver to remove the two flat-head screws from the SSD door on top of the device. Set the screws aside in a safe place.

Figure 6: Remove Screws from SSD Door on MX301
Remove the top SSD using the following procedure:
1. Use the Philips screwdriver to remove the screw on the top SSD. See Figure 7. Set the screw aside in a safe place.
2. Lift the top SSD at the end that is furthest from the connector and remove from the cavity.
  
  Figure 7: Remove the Screw and Lift the Top SSD Out of MX301
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  Remove the screw
  
  2
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  Lift the top SSD
Remove the bottom SSD using the following procedure:
1. Unscrew the standoff screw with your hands. See Figure 8. Set the standoff screw aside in a safe place.
2. Lift the bottom SSD at the end that is furthest from the connector and remove from the cavity.
  
  Figure 8: Remove the Standoff Screw and Lift the Bottom SSD Out of MX301
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  Remove the standoff screw
  
  2
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  Lift the bottom SSD
Replace and tighten the standoff screw.
Replace the screw for the top SSD and tighten the screw using the Philips screwdriver.
Replace the SSD door and tighten the two flat-head screws using the Philips screwdriver to secure the SSD door to the chassis. See Figure 9.
Tighten the two flat-head screws using the Philips screwdriver.

Figure 9: Replace the Screws on the SSD Door on MX301
Secure or dispose the SSDs according to your site's security policies.

Request a Return Material Authorization

If you are returning a device or hardware component to Juniper Networks for repair or replacement, obtain an RMA number from JTAC.

Before you request an RMA from JTAC, be prepared to provide the following information:

Your existing service request number, if you have one
Serial number of the device or component
Your name, organization name, telephone number, fax number, and shipping address
Details of the failure or problem
Type of activity you were performing on the device when the problem occurred
Configuration data displayed by one or more show commands

You can contact JTAC using the Support page or by telephone.

If you're contacting JTAC by telephone:

To report a new incident, press the star (*) key to be routed to the next available support engineer.
To enquire about an existing case, enter your 12-digit service request number followed by the pound (#) key.

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

Guidelines for Packing and Shipping Hardware Components

To pack and ship individual components:

When you return the chassis or components, make sure to adequately protect them with packing materials. Pack them properly to prevent the pieces from moving around the carton.
Use the original shipping materials, if they are available.
Place the individual components in antistatic bags.
Write the RMA number on the exterior of the box to ensure proper tracking.

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Contact Customer Support and Return the Chassis or Components