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Contact Customer Support and Returning the Chassis or Components

Contact Customer Support to Obtain a Return Material Authorization

If you need to return 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). You must obtain an RMA number before you attempt to return the component.

After locating the serial number of the device or hardware component you want to return, open a service request with the 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.

Locate the Serial Number on an MX304 Router or Component

If you are returning a router or component to Juniper Networks for repair or replacement, you must locate the serial number of the router 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 a Return Material Authorization.

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

Note:

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

List the Chassis and Component Details Using the CLI

To list the MX304 chassis and the components and their serial numbers, use the show chassis hardware CLI operational mode command.

Locate the Chassis Serial Number ID Label on an MX304

The serial number ID label is located on a label on the top of the chassis. See Figure 1 for the location on a MX304.

Figure 1: MX304 Serial Number Label MX304 Serial Number Label
  1
Serial number label
 

Locate the Serial Number ID Labels on MX304 Power Supplies

The power supplies installed in a MX304 are field-replaceable units (furs). For each FRU, you must remove the FRU from the router 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. See Figure 2.

    Figure 2: MX304 AC Power Supply Serial Number Location MX304 AC Power Supply Serial Number Location
      1
    Serial number label
     
  • DC power supply—The serial number ID label is on the top of the DC power supply. See Figure 3.

    Figure 3: MX304 DC Power Supply Serial Number Location MX304 DC Power Supply Serial Number Location
      1
    Serial number label
     
  • HVAC/DC power supply—The serial number ID label is on the top of the HVAC/DC power supply. See Figure 4.

    Figure 4: MX304 HVAC/HVDC Power Supply Serial Number Location MX304 HVAC/HVDC Power Supply Serial Number Location
      1
    Serial number label
     

Locate the Serial Number ID Label on MX304 Fan Module

The three fan modules installed in a MX304 are field-replaceable units (furs). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.

Fan module–The serial number ID label is located at the base of the fan module. See Figure 5.

Figure 5: MX304 Fan Module Serial Number Location MX304 Fan Module Serial Number Location
  1
Serial number label
 

Locate the Serial Number ID Labels on MX304 Line Cards

Figure 7 shows the location of the serial number label. For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.

Figure 6: MX304 LMIC Serial Number Location MX304 LMIC Serial Number Location
  1
Serial number label
 

Locate the Serial Number ID Labels on MX304 Routing Engine

The serial number ID label for an MX304 Routing Engine is located on the left side. See Figure 7. For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.

Figure 7: MX304 Routing Engine Serial Number Location MX304 Routing Engine Serial Number Location
  1
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.