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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:

  1. Determine the part number and the serial number of the defective component. See Locate the Serial Number of the PTX12008 or its Components.
  2. Obtain an RMA number from JTAC as described in Request a Return Material Authorization.
  3. Pack the component for shipment. See Packing the PTX12008 for Shipment.

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

Locate the Serial Number of the PTX12008 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. 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.

Note:

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 PTX12008 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.

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.

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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.

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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.

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Serial number ID label

Locate the Serial Number ID Label on the Routing and Control Board

You can find the serial number ID label on the top side of the Routing and Control Board (RCB).

Locate the Serial Number ID Label on the Switch Interface Board

You can find the serial number ID label on the top side of the Switch Interface Board (SIB).

Locate the Serial Number ID Label on the PTX12K-LC54OSFP and PTX12K-LC54QDD Flexible PIC Concentrators

You can find the serial number ID label on the back side of the Flexible PIC Concentrator (FPC).

Remove the Front Door

Before you remove the PTX12008 from a rack, review the following:

  • Ensure that you understand how to prevent electrostatic discharge (ESD) damage. See Prevention of Electrostatic Discharge Damage.

  • Ensure that you have the following parts and tools available:

    • An ESD grounding strap—not provided

    • A Phillips (+) screwdriver, number 2—not provided

    • Two antistatic bags—not provided

To remove the front door from a PTX12008:

  1. Wrap and fasten one end of the ESD grounding strap around your bare wrist and connect the other end of the strap to the ESD point on the front panel of the chassis.
  2. Loosen the two captive screws that secure the front door to the chassis by using your fingers or a Phillips (+) screwdriver, number 2.
  3. Press the release button on either sides of the front door and tilt the door away from the chassis.
  4. Lift the front door off of the base brackets and keep it on a flat, stable surface.
  5. Loosen the screws that secure the right and left base brackets from the bottom front of the chassis by using a Phillips (+) screwdriver, number 2.
  6. Remove the base brackets and store them in an antistatic bag for later use.
  7. Loosen the screws that secure the latch brackets located between the power shelf and the RCBs by using a Phillips (+) screwdriver, number 2.
  8. Remove the latch brackets and store them in an antistatic bag for later use.

Remove the PTX12008 from a Rack

Before you remove the PTX12008 from a rack, review the following:

To remove the PTX12008 from a rack:

  1. Wrap and fasten one end of the ESD grounding strap around your bare wrist, and connect the other end to a site ESD point.
  2. Remove the screws that secure the chassis to each rear-mounting brackets by using a screwdriver.
  3. Remove the screws that secure the two rear-mounting brackets to the rack by using a screwdriver.
    Note: The router weights 325 lb (147 kg). Have a second person to assist you to load the router onto a lift.
    Warning: To prevent injury, keep your back straight. Do not twist your body as you lift. Balance the load evenly and be sure that your footing is firm.
  4. Remove the screws that secure the front of the chassis to the front rack posts.
  5. Carefully slide the chassis out of the rack onto a lift, making sure it rests securely on the lift platform.
  6. Place the router on a flat, stable surface.

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.

Packing the PTX12008 for Shipment

To pack your device for shipment:

  1. Retrieve the shipping crate or carton and packing materials in which the device was originally shipped. If you do not have these materials, contact your Juniper Networks representative about approved packaging materials.
  2. Attach an ESD grounding strap to your bare wrist, and connect the other end of the strap to an ESD grounding point.
  3. Power down the device and disconnect the power cables.
  4. Remove the cables that connect the device to all external devices.
  5. Remove all field-replaceable units (FRUs) from the device.
  6. Remove the device from the rack or cabinet.
    Carefully remove the mounting screws, if any. Make sure that you adequately support the device during removal. Use additional people if necessary to support the weight of the device. Alternatively, you can use a mechanical lift.
  7. For large devices, place the device in the shipping crate or onto the pallet. If on a pallet, bolt the device to the pallet. Cover the device with an ESD bag.
    For smaller devices, place the device in an antistatic bag and then place it in the shipping carton.
  8. Place the packing foam on top of and around the device.
  9. If you are returning accessories or FRUs with the device, pack them as instructed in the guidelines.
  10. Replace the accessory box on top of the packing foam.
  11. Securely tape the carton closed or place the crate cover over the device.
  12. Write the RMA number on the exterior of the box to ensure proper tracking.

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.