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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 via email. 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 SRX4120 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 SRX4120 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 SRX4120 or its Components

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

Note:

If you want to find the serial number ID label on a component, you need to remove the component from the device chassis.

List the SRX4120 Chassis and Component Details Using the CLI

To list the device and device 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 on the pull out tab on the front panel of the device, or on the label on the side of the device.

Figure 1: Location of the Serial Number Label Location of the Serial Number 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

  • 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 SRX4120 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 switch, pack them as instructed in ../../shared-content/topics/task/../../../hw-guide-template/topics/topic-map/contact-support-and-return-components.html#guidelines-packing-shipping.
  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.