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play_arrow Fast Track: Initial Installation
- Fast Track to Rack Installation and Power
- Configure ACX710
play_arrow Overview
play_arrow Site Planning, Preparation, and Specifications
play_arrow Initial Installation and Configuration
play_arrow Maintaining Components
- Maintain ACX710 Components
- Remove an ACX710 Router
play_arrow Troubleshooting Hardware
- Troubleshoot an ACX710 Router
play_arrow Contacting Customer Support and Returning the Chassis or Components
- Contacting Customer Support and Returning the Chassis or Components
play_arrow Safety and Compliance Information

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Contacting Customer Support and Returning the Chassis or Components

date_range 14-Aug-24

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

If a hardware component fails, please 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:

Determine the part number and serial number of the defective component.
Obtain an RMA number from the Juniper Networks Technical Assistance Center (JTAC). You can send e-mail or telephone as described above.
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
The support representative validates your request and issues an RMA number for return of the component.
Pack the component for shipment.

How to Locate the Serial Number on an ACX710 Router or Component

If you are returning a router or component to Juniper Networks for repair or replacement, you must locate the serial number of the router or component. 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.

If the router is operational and you can access the command-line interface (CLI), you can list serial numbers for the router and for some components by using 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 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, for which you must have the required parts and tools available.

List the Chassis and Component Details Using the CLI
Locate the Chassis Serial Number ID Label on an ACX710 Router

List the Chassis and Component Details Using the CLI

To list the components and serial numbers of ACX710 routers, use the show chassis hardware CLI operational mode command.

The show chassis hardware output for ACX710:

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user@device> show chassis hardware
Hardware inventory:
Item             Version  Part number  Serial number     Description
Chassis                                TU8SA38553        ACX710
Midplane         REV 01   650-103474   TU8SA38553        ACX710-DC
Pseudo CB 0
Routing Engine 0          BUILTIN      BUILTIN           RE-ACX710
FPC 0                     BUILTIN      BUILTIN           FPC-BUILTIN
  CPU                     BUILTIN      BUILTIN           FPC CPU
  MIC 0                   BUILTIN      BUILTIN           ACX710 24x1GE/24x10GE SFP MIC
    PIC 0                 BUILTIN      BUILTIN           ACX710 24x1GE/24x10GE SFP MIC
      Xcvr 0     REV 02   740-011613   NSN0UU3           SFP-SX
      Xcvr 1     REV 02   740-011613   PJ21K1R           SFP-SX
      Xcvr 2     REV 02   740-011613   PH10G75           SFP-SX
      Xcvr 3     REV 02   740-011613   AM0943SEMXZ       SFP-SX
      Xcvr 4     REV 01   740-031851   AM17492R9RV       SFP-SX
      Xcvr 5     REV 01   740-031980   MTB0J44           SFP+-10G-SR
      Xcvr 6     REV 01   740-031851   PQ362N5           SFP-SX
      Xcvr 7     REV 01   740-011613   PDD41TM           SFP-SX
      Xcvr 8     REV 02   740-011613   NTM0D6Z           SFP-SX
      Xcvr 9     REV 01   740-021308   AQA092Z           SFP+-10G-SR
      Xcvr 10    REV 01   740-031980   ALM0X1A           SFP+-10G-SR
      Xcvr 11    REV 01   740-031851   PUK0YC3           SFP-SX
      Xcvr 12    REV 01   740-031980   CH08KN0TF         SFP+-10G-SR
      Xcvr 13    REV 01   740-031980   MVD0FHJ           SFP+-10G-SR
      Xcvr 14    REV 01   740-031980   ARP1379           SFP+-10G-SR
      Xcvr 15    REV 01   740-030658   AA1227AYAPN       SFP+-10G-USR
      Xcvr 16    REV 01   740-031980   A1MAF3D           SFP+-10G-SR
      Xcvr 17    REV 01   740-031980   ARP0UY1           SFP+-10G-SR
      Xcvr 18    REV 01   740-031980   B11E01488         SFP+-10G-SR
      Xcvr 19    REV 01   740-031980   AA15433VANU       SFP+-10G-SR
      Xcvr 20    REV 02   740-011613   AM0943SENC0       SFP-SX
      Xcvr 21    REV 01   740-021308   AQD2CTC           SFP+-10G-SR
      Xcvr 22    REV 01   740-021308   AQE1553           SFP+-10G-SR
      Xcvr 23    REV 01   740-031851   PL1786S           SFP-SX
  MIC 1                   BUILTIN      BUILTIN           ACX710 16x10/25GE 4x40/100GE SFP MIC
    PIC 1                 BUILTIN      BUILTIN           ACX710 16x10/25GE 4x40/100GE SFP MIC
      Xcvr 0     REV 01   740-064980   1ACS72362UK       QSFP28-100G-AOC-30M
      Xcvr 1     REV 01   740-061405   1ACQ1402064       QSFP-100G-SR4-T2
      Xcvr 2     REV 01   740-061405   1ACQ1402059       QSFP-100G-SR4-T2
      Xcvr 3     REV 01   740-058734   1ACQ13150N0       QSFP-100GBASE-SR4
Power Supply 0   REV 1                 TU8XCN0585R       Assy,Pwr Sply,DC Feed A B, Airflow out
Fan Tray 0       REV 1                 CE51006XQPB       Fan Module, Airflow Out (AFO)

Locate the Chassis Serial Number ID Label on an ACX710 Router

On the ACX710 router, the chassis serial number ID label is located on the front panel, as shown in Figure 1.

Figure 1: ACX710 Chassis Serial Number Label

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:

Service Request Manager: https://support.juniper.net/support
Telephone: +1-888-314-JTAC (+1-888-314-5822), toll free in U.S., Canada, and Mexico

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.

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.

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ACX710 Universal Metro Router Hardware Guide

ON THIS PAGE

Contacting Customer Support and Returning the Chassis or Components

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

How to Locate the Serial Number on an ACX710 Router or Component

List the Chassis and Component Details Using the CLI

Locate the Chassis Serial Number ID Label on an ACX710 Router

Contact Customer Support to Obtain a Return Material Authorization

Guidelines for Packing Hardware Components for Shipment

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