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Returning the PTX1000 Chassis or Components

Locating the Serial Number on a PTX1000 Chassis or Component

If you are returning a PTX1000 or a PTX1000 field-replaceable unit (FRU) to Juniper Networks for repair or replacement, you must locate the serial number of the router or FRU. 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 Return Material Authorization.

If the PTX1000 is operational and you can access the command-line interface (CLI), you can list serial numbers for the router and some components with a CLI command. If you do not have access to the CLI or if the serial number for the FRU does not appear in the command output, you can locate the serial number ID label on the router or FRU.

Note:

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

Note:

You must remove the fan module to read the serial number from the serial number ID label. The fan module serial number cannot be viewed through the CLI.

Listing the Chassis and Component Details by Using the CLI

To list the PTX1000 and components and their serial numbers, use the show chassis hardware CLI operational mode command.

Locating the Chassis Serial Number ID Label on a PTX1000

The serial number ID label is located on a label on the top cover.

Locating the Serial Number ID Labels on FRU Components

For each FRU, you must remove the FRU from the chassis to see the FRU’s serial number ID label.

  • AC power supply—The serial number ID label is on the top of the AC power supply.

  • DC power supply—The serial number ID label is on the top of the DC power supply.

  • Fan module—The serial number ID label is on the top of the fan module.

Contact Customer Support to Obtain Return Material Authorization

If you are returning 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).

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

Packing a PTX1000 Chassis or Component for Shipping

If you are returning a PTX1000 or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack a PTX1000 or component:

Ensure that you have the following parts and tools available:

  • ESD grounding strap.

  • Antistatic bag, one for each component.

  • If you are returning the chassis, an appropriate screwdriver for the mounting screws used on your rack.

Packing a PTX1000 for Shipping

To pack a PTX1000 for shipping:

  1. Power off the PTX1000 and remove the AC power cords or DC power cables. See Powering Off the PTX1000.
  2. Remove the cables that connect the PTX1000 to all external devices. See Disconnecting a Fiber-Optic Cable from the PTX1000.
  3. Remove all field-replaceable units (FRUs) from the router. See:
  4. Remove the PTX1000 from the rack. See Uninstalling the PTX1000.
  5. Place the PTX1000 in an antistatic bag.
  6. Place the PTX1000 in the shipping carton.
  7. Place the packing foam on top of and around the PTX1000.
  8. If you are returning accessories or FRUs with the PTX1000, pack them as instructed in Packing PTX1000 Components for Shipping.
  9. Close the top of the cardboard shipping box and seal it with packing tape.
  10. Write the return materials authorization (RMA) number on the exterior of the box to ensure proper tracking. See Contact Customer Support to Obtain Return Material Authorization for instructions on obtaining an RMA number.

Packing PTX1000 Components for Shipping

CAUTION:

Do not stack PTX1000 components. Return individual components in separate boxes if they do not fit together on one level in the shipping box.

To pack and ship PTX1000 components:

  1. Place individual FRUs in antistatic bags.
  2. Ensure that the components are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.
  3. Close the top of the cardboard shipping box and seal it with packing tape.
  4. Write the RMA number on the exterior of the box to ensure proper tracking. See Contact Customer Support to Obtain Return Material Authorization for instructions on obtaining an RMA number.