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Return QFX5241-64OD and QFX5241-64QD Chassis or Components

How to Return a QFX541-64OD or QFX5241-64QD Switch or Component for Repair or Replacement

If you need to return a switch or hardware component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the serial number of the chassis if you need to return the switch. If you need to return one or more components, determine the serial number for each component. For instructions, see Locate the Serial Number on QFX5241-64OD and QFX5241-64QD Devices or Components.

  2. Obtain a Return Material Authorization (RMA) number from Juniper Networks Technical Assistance Center (JTAC) as described in Contact Customer Support to Obtain a Return Material Authorization.

  3. Pack the switch or component for shipping.

Note:

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

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 an RMA number from 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 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 QFX5241-64OD and QFX5241-64QD Devices or Components

If you need to return a switch or component to Juniper Networks for repair or replacement, you must locate the serial number of the switch or component. You must provide this serial number to the Juniper Networks Technical Assistance Center (JTAC) when you contact them to obtain a Return Materials Authorization (RMA).

If the switch is operational and you can access the CLI, you can list serial numbers for the switch 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 switch or component.

Note:

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

List the Chassis and Component Details with the CLI

To list the switch and components and their serial numbers, enter the following CLI command:

show chassis hardware

The following output lists the switch components and serial numbers for QFX5241-64QD switches. The output is similar for other QFX5241-64OD and QFX5241-64QD switches:

Note:

You must remove the fan module to read the fan serial number from the serial number ID label. The fan module serial number cannot be viewed through the CLI. Fan Tray 2 refers to the third fan module from the left, counting from 0.

Locate the Chassis Serial Number ID Label on QFX5241-64OD and QFX5241-64QD Switches

You can find the chassis serial number in either the show chassis hardware command output or physically on a pull-out tab located on the right side of the QFX5241-64OD or QFX5241-64QD port panel. See Figure 1 for the QFX5241-64OD switch and Figure 2 for the QFX5241-64QD switch.

Figure 1: Location of the Serial Number ID Label on a QFX5241-64OD Switch Location of the Serial Number ID Label on a QFX5241-64OD Switch

  1. Serial number ID label

Figure 2: Location of the Serial Number ID Label on a QFX5241-64QD Switch Location of the Serial Number ID Label on a QFX5241-64QD Switch
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Serial number ID label

 
Note: On the pull tab, the serial number is printed as a QR code.

Locate the Serial Number ID Labels on FRUs in QFX5241-64OD and QFX5241-64QD Switches

The PSUs and fan modules installed in QFX5241-64OD and QFX5241-64QD switches are FRUs. For each FRU, you must remove the FRU from the switch chassis to see the FRU serial number ID label.

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

    Figure 3: Serial Number ID Label on QFX5241-64OD and QFX5241-64QD AC PSU Technical drawing of a server power supply unit with labeled section 1 highlighting a specific component; includes fan and power connectors.
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    Serial number ID label

    		 

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

    Figure 4: Serial Number ID Label on QFX5241-64OD and QFX5241-64QD DC PSU Serial Number ID Label on QFX5241-64OD and QFX5241-64QD DC PSU
      1
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    Serial number ID label

    		 

  • Fan module—The serial number ID label is on the top of the fan module for QFX5241-64OD and QFX5241-64QD switches.

    Figure 5: Serial Number ID Label on QFX5241-64OD and QFX5241-64QD Fan Module Technical illustration of a power supply unit with a handle, honeycomb ventilation, and airflow arrows labeled AIR OUT.
      1
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    Serial number ID label

    		 

Remove the Solid-State Drives for RMA on QFX5241-64OD and QFX5241-64QD Switches

The QFX5241-64OD and QFX5241-64QD switches have two SSDs 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 to dispose the SSDs according to your own company’s security procedures. Before you begin this procedure, ensure you have the following tools:

  • ESD grounding strip (not provided)

  • Phillips screwdriver, number 2

Use this optional procedure to remove the drives from the QFX5241-64OD and QFX5241-64QD switches after the device has shut down and you’ve removed it from the rack or cabinet. The SSD doors are located on the top of the QFX5241-64OD and QFX5241-64QD switches.

  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. Place the device on a firm surface such as a workbench or a table with the SSD doors facing up.
  3. Use the Phillips screwdriver to remove the three flat-head screws from each door on the top of the device.
    Figure 6: Remove Screws on SSD Doors in QFX5241-64OD and QFX5241-64QD Switches Remove Screws on SSD Doors in QFX5241-64OD and QFX5241-64QD Switches
  4. Remove the doors and set aside the screws.
  5. Use the Phillips screwdriver to remove the screw on one of the SSDs and set it aside.
    Figure 7: Remove the Screw and Lift the SDD Out Remove the Screw and Lift the SDD Out
  6. Lift the end farthest from the connector and remove from the SSD slot. Repeat Step 5 and Step 6 for the second SSD.
  7. Replace the screws and hand-tighten the screws using the Phillips screwdriver.
  8. Replace the SSD doors and the six flat-head screws.
    Figure 8: Replace the SSD Doors Replace the SSD Doors
  9. Hand-tighten the screws using the Phillips screwdriver.
  10. Dispose of the SSDs according to your site security procedures.

How to Return a Hardware Component to Juniper Networks, Inc.

If a hardware component fails, you need to contact Juniper Networks, Inc. to obtain a Return Material Authorization (RMA) number. This number is used to track the returned material at the factory and to return repaired or new components to the customer as needed.

Note:

Do not return any component to Juniper Networks, Inc. unless you have first obtained an RMA number. Juniper Networks, Inc. reserves the right to refuse shipments that do not have an RMA. Refused shipments are returned to the customer by collect freight.

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

For product problems or technical support issues, contact the Juniper Networks Technical Assistance Center (JTAC) by using the Service Request Manager link at https://support.juniper.net/support/ or at 1-888-314-JTAC (within the United States) or 1-408-745-9500 (from outside the United States).

To return a defective hardware component:

  1. Determine the part number and serial number of the defective component.
  2. Obtain an RMA number from the Juniper Networks Technical Assistance Center (JTAC). You can send e-mail or telephone as described above.
  3. Provide the following information in your e-mail message or during the telephone call:

    • Part number and serial number of component

    • Your name, organization name, telephone number, and fax number

    • Description of the failure

  4. The support representative validates your request and issues an RMA number for return of the component.
  5. Pack the component for shipment.

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.

Pack QFX5241-64OD and QFX5241-64QD Switches or Components for Shipping

If you are returning QFX5241-64OD and QFX5241-64QD switches or one of its components to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack QFX5241-64OD and QFX5241-64QD switches or components:

  • Ensure that you have taken the necessary precautions to prevent electrostatic discharge (ESD) damage.

  • Retrieve the original shipping carton and packing materials. Contact your JTAC representative if you do not have these materials, to learn about approved packing materials. See Contact Customer Support to Obtain a Return Material Authorization .

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 or cabinet.

Pack QFX5241-64OD and QFX5241-64QD Switches for Shipping

To pack a QFX5241-64OD or QFX5241-64QD switch for shipping:

  1. Power off the switch and remove the power cables. See Power Off QFX5241-64OD and QFX5241-64QD Switches.
  2. Remove the cables that connect the QFX5241-64OD or QFX5241-64QD switch to all external devices.
  3. Remove all field-replaceable units (FRUs) from the switch.
  4. Have one person support the weight of the switch while another person unscrews and removes the mounting screws.
  5. Remove the switch from the rack and place the switch in a large antistatic bag.
  6. Place the switch in the shipping carton.
  7. Place the packing foam on top of and around the switch.
  8. If you are returning accessories or FRUs with the switch, pack them as instructed in Pack QFX5241-64OD and QFX5241-64QD Components for Shipping.
  9. Replace the accessory box on top of the packing foam.
  10. Close the top of the cardboard shipping box and seal it with packing tape.
  11. Write the RMA number on the exterior of the box to ensure proper tracking.

Pack QFX5241-64OD and QFX5241-64QD Components for Shipping

CAUTION:

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

To pack and ship QFX5241-64OD and QFX5241-64QD components:

  • Place individual FRUs in antistatic bags.

  • Ensure that the components are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.

  • Close the top of the cardboard shipping box and seal it with packing tape.

  • Write the RMA number on the exterior of the box to ensure proper tracking.