Contacting Customer Support and Returning the Chassis or Components
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.
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:
How to Locate the Serial Number on an ACX7100-48L 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 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 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, 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 ACX7100-48L Router
- Locate the Serial Number ID Labels on ACX7100-48L Power Supply Modules
- Locate the Serial Number ID Label on an ACX7100-48L Fan Module
List the Chassis and Component Details Using the CLI
To list the components and serial numbers of ACX7100-48L routers,
use the show chassis hardware CLI operational mode command.
The show chassis hardware output for ACX7100-48L:
user@device> show chassis hardware
Hardware inventory:
Item Version Part number Serial number Description
Chassis YW0220320039 JNP7100-48L [ACX7100-48L]
PSM 1 REV 04 740-085431 1ED79520221 JPSU-1600W-AC-AFO
Routing Engine 0 REV 04 611-112446 YY0220320013 RE-JNP-7100
CB 0 REV 05 650-113149 YW0220320039 Control Board
FPC 0 BUILTIN BUILTIN ACX7100-48L
PIC 0 BUILTIN BUILTIN MRATE- 48xSFP56 + 6xQSFP56-DD
Xcvr 0 REV 01 740-068639 1A1M31A311008 SFP28-25G-BASE-SR
Xcvr 1 REV 01 740-030658 AA1230AZYWW SFP+-10G-USR
Xcvr 2 REV 01 740-031980 AP42G0C SFP+-10G-SR
Xcvr 3 REV 01 740-031980 ARN2FS9 SFP+-10G-SR
Xcvr 4 REV 01 740-031980 AP4150P SFP+-10G-SR
Xcvr 5 REV 01 740-031980 123363A01134 SFP+-10G-SR
Xcvr 6 REV 01 740-031980 B11E02539 SFP+-10G-SR
Xcvr 7 REV 01 740-031980 ARQ0WRX SFP+-10G-SR
Xcvr 12 REV 01 740-031980 193363A00707 SFP+-10G-SR
Xcvr 15 REV 01 740-031980 AMS15RT SFP+-10G-SR
Xcvr 18 REV 01 740-068639 1A1M31A5370MX SFP28-25G-BASE-SR
Xcvr 19 REV 01 740-068639 1A1M31A5370MS SFP28-25G-BASE-SR
Xcvr 21 REV 01 740-068639 1A1M31A5370MW SFP28-25G-BASE-SR
Xcvr 22 REV 01 740-068639 1A1M31A5370MT SFP28-25G-BASE-SR
Xcvr 43 REV 01 740-031980 CH09KN1H4 SFP+-10G-SR
Xcvr 44 REV 01 740-031980 AMB0TC1 SFP+-10G-SR
Xcvr 46 REV 01 740-031980 AP40WQN SFP+-10G-SR
Xcvr 47 REV 01 740-031980 APR1BCS SFP+-10G-SR
Xcvr 48 REV 01 740-054053 XXH0KH1 QSFP+-4X10G-SR
Xcvr 49 REV 01 740-058734 1ECQ144605L QSFP-100GBASE-SR4
Xcvr 50 REV 01 740-054053 XWP0Q7D QSFP+-4X10G-SR
Xcvr 51 REV 01 740-058734 1ECQ144604H QSFP-100GBASE-SR4
Xcvr 52 REV 01 740-054053 XXH0KGC QSFP+-4X10G-SR
Xcvr 53 REV 01 740-058734 1ECQ144605K QSFP-100GBASE-SR4
Fan Tray 0 JNP7100 Fan Tray, Front to Back Airflow - AFO
Fan Tray 1 JNP7100 Fan Tray, Front to Back Airflow - AFO
Fan Tray 2 JNP7100 Fan Tray, Front to Back Airflow - AFO
Fan Tray 3 JNP7100 Fan Tray, Front to Back Airflow - AFO
Fan Tray 4 JNP7100 Fan Tray, Front to Back Airflow - AFO
Fan Tray 5 JNP7100 Fan Tray, Front to Back Airflow - AFO
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 module from the left, counting from 0.
Locate the Chassis Serial Number ID Label on an ACX7100-48L Router
On the ACX7100-48L router product models, the serial number ID label is located on top of the device and in a pull-out tab under the chassis status LEDs. See Figure 1 and Figure 2 for an example of where to find the serial number ID.
Locate the Serial Number ID Labels on ACX7100-48L Power Supply Modules
The power supply modules (PSMs) installed in an ACX7100-48L are field-replaceable units (FRUs). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.
Locate the Serial Number ID Label on an ACX7100-48L Fan Module
The fan modules installed in an ACX7100-48L are field-replaceable units (FRUs). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.
Fan module–The serial number ID label is on the bottom of the fan module. See Figure 5.
Contact Customer Support to Obtain Return Material Authorization
If you are returning a device or hardware component to Juniper Networks for repair or replacement, obtain a Return Material Authorization (RMA) number from Juniper Networks Technical Assistance Center (JTAC).
After locating the serial number of the device or hardware component you want to return, open a service request with Juniper Networks Technical Assistance Center (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
showcommands
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
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.
Do not stack any of the hardware components.