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 | |
| 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 |
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.
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 PTX10002-60MR 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 PTX10002-60MR or its Components
If the router is operational and you can access the CLI, you can list serial numbers
for the router and for some components with a CLI command - show chassis
hardware. 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 locate the serial
number ID label on the router or component.
If you want to find the serial number ID label on a component, you need to remove the component from the router chassis.
- List the PTX10002-60MR Chassis and Component Details Using the CLI
- Locate the Chassis Serial Number ID Label
- Locate the Serial Number ID Label on the AC/HVAC/HVDC Power Supply Module
- Locate the Serial Number ID Label on the DC Power Supply Module
- Locate the Serial Number ID Label on the Fan Tray
List the PTX10002-60MR Chassis and Component Details Using the CLI
To list the router and router components and their serial numbers, enter the
show chassis hardware command on the CLI.
host@device> show chassis hardware
Hardware inventory:
Item Version Part number Serial number Description
Chassis JA384 PTX10002-60MR [PTX10002-60MR]
FPM 0 REV 01 711-183788 BCGN0741 FPM-PTX10002
PSM 0 REV 10 740-073765 1GE2D347952 AC AFO 2200W PSM
PSM 1 REV 02 740-148504 1GH5E490532 AC AFO 2200W PSM
Routing Engine 0 BUILTIN BUILTIN RE-PTX10002-60MR
CB 0 REV 04 750-182877 BCGM2789 Control Board
FPC 0 REV 04 750-187625 BCGM1578 FPC-PTX10002-60MR
PIC 0 BUILTIN BUILTIN 12x800GE 48x100GE PIC
Xcvr 0 REV 01 740-067443 1ACP13131K5 QSFP+-40G-SR4
Xcvr 8 REV 01 740-067443 1ACP16280DJ QSFP+-40G-SR4
Xcvr 12 REV 01 740-067443 1ACP162806B QSFP+-40G-SR4
Xcvr 16 REV 02 740-067442 1A2CP1A63811L QSFP+-40G-SR4
Xcvr 24 REV 01 740-054053 2E1TP3AA0711M QSFP+-4X10G-SR
Xcvr 25 REV 01 740-054053 2E1TP3AA0711W QSFP+-4X10G-SR
Xcvr 36 REV 02 740-067442 1A2CP1A6272EV QSFP+-40G-SR4
Xcvr 40 REV 01 740-067443 QI4102DP QSFP+-40G-SR4
FTC 0 REV 02 711-183786 BCGM1740 Fan Control Board
Fan Tray 0 REV 02 760-187795 BCGP9042 PTX10002 Fan Tray, Front to Back Airflow - AFO
Fan Tray 1 REV 02 760-187795 BCGP9054 PTX10002 Fan Tray, Front to Back Airflow - AFO
Fan Tray 2 REV 02 760-187795 BCGP9045 PTX10002 Fan Tray, Front to Back Airflow - AFO
Locate the Chassis Serial Number ID Label
You can find the serial number ID label on the right-hand side of the chassis.
Locate the Serial Number ID Label on the AC/HVAC/HVDC Power Supply Module
You can find the serial number ID label on the top side of the AC/HVAC/HVDC power supply module (PSM).
The PSMs are supplied by two suppliers. The name of the supplier is displayed on the serial number ID label.
1 — Serial number ID label |
Locate the Serial Number ID Label on the DC Power Supply Module
You can find the serial number ID label on the top side of the DC PSM.
The PSMs are supplied by two suppliers. The name of the supplier is displayed on the serial number ID label.
1 — Serial number ID label |
Locate the Serial Number ID Label on the Fan Tray
You can find the serial number ID label on the top side of the fan tray.
1 — Serial number ID label |
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
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Serial number of the device or component
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Your name, organization name, telephone number, fax number, and shipping address
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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
showcommands
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
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.