Contact Customer Support and Returning the Chassis or Components
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:
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Your existing service request number, if you have one
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Serial number of the component
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Your name, organization name, telephone number, fax number, and shipping address
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Details of the failure or problem
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Type of activity being performed on the device when the problem occurred
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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:
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Service Request Manager: https://support.juniper.net/support
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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.
Locate the Serial Number on an MX304 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 to Obtain a Return Material Authorization.
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 MX304
- Locate the Serial Number ID Labels on MX304 Power Supplies
- Locate the Serial Number ID Label on MX304 Fan Module
- Locate the Serial Number ID Labels on MX304 Line Cards
- Locate the Serial Number ID Labels on MX304 Routing Engine
List the Chassis and Component Details Using the CLI
To list the MX304 chassis and the components and their serial
numbers, use the show chassis hardware CLI operational
mode command.
user@device> show chassis hardware
Hardware inventory:
Item Version Part number Serial number Description
Chassis FY621 JNP304 [MX304]
Routing Engine 0 REV 11 750-123749 BCDA4069 RE 2700 8C 128G
CB 0 REV 30 750-123404 BCDC3824 Control Board
FPC 0 BUILTIN BUILTIN FPC-BUILTIN
CPU REV 10 750-122877 BCCX0167 JNP304 PMB
PIC 0 REV 21 750-122718 BCDC4866 MRATE LMIC 16x100G/4x400G
Xcvr 0 REV 01 740-065632 1FCS241807E QSFP28-100G-AOC-5M
Xcvr 1 REV 01 740-061001 1P1C42A615256 QSFP28-100G-CU3M
Xcvr 2 REV 01 740-061001 1P1C42A615256 QSFP28-100G-CU3M
Xcvr 3 REV 01 740-061001 1P1C42A6151M8 QSFP28-100G-CU3M
Xcvr 4 REV 01 740-061001 1P1C42A6151M8 QSFP28-100G-CU3M
Xcvr 5 REV 01 740-061001 1P1C42A616MKE QSFP28-100G-CU3M
Xcvr 6 REV 01 740-061001 1P1C42A616MKE QSFP28-100G-CU3M
Xcvr 7 REV 01 740-061001 1P1C42A61525C QSFP28-100G-CU3M
Xcvr 8 REV 01 740-061001 1P1C42A61525C QSFP28-100G-CU3M
Xcvr 9 REV 01 740-061001 1P1C42A615253 QSFP28-100G-CU3M
Xcvr 10 REV 01 740-061001 1P1C42A615253 QSFP28-100G-CU3M
Xcvr 11 REV 01 740-061002 1P1C43A61525U QSFP28-100G-CU5M
Xcvr 12 REV 01 740-061002 1P1C43A61525U QSFP28-100G-CU5M
Xcvr 13 REV 01 740-061002 1P1C43A615268 QSFP28-100G-CU5M
Xcvr 14 REV 01 740-061002 1P1C43A615268 QSFP28-100G-CU5M
Xcvr 15 REV 01 740-061002 1P1C43A615271 QSFP28-100G-CU5M
PIC 1 REV 22 750-122718 BCDC4909 MRATE LMIC 16x100G/4x400G
Xcvr 0 REV 01 740-061002 1P1C43A615271 QSFP28-100G-CU5M
Xcvr 1 REV 01 740-061002 1P1C43A615270 QSFP28-100G-CU5M
Xcvr 2 REV 01 740-061002 1P1C43A615270 QSFP28-100G-CU5M
Xcvr 3 REV 01 740-061002 1P1C43A61526U QSFP28-100G-CU5M
Xcvr 4 REV 01 740-061002 1P1C43A61526U QSFP28-100G-CU5M
Xcvr 5 REV 01 740-061001 1R1C42A62600W QSFP28-100G-CU3M
Xcvr 6 REV 01 740-061001 1R1C42A62600W QSFP28-100G-CU3M
Xcvr 7 REV 01 740-061001 1R1C42A62600U QSFP28-100G-CU3M
Xcvr 8 REV 01 740-061001 1R1C42A62600U QSFP28-100G-CU3M
Xcvr 9 REV 01 740-061001 1R1C42A62600F QSFP28-100G-CU3M
Xcvr 10 REV 01 740-061001 1R1C42A62600F QSFP28-100G-CU3M
Xcvr 11 REV 01 740-061001 1R1C42A626018 QSFP28-100G-CU3M
Xcvr 12 REV 01 740-061001 1R1C42A626018 QSFP28-100G-CU3M
Xcvr 13 REV 01 740-061001 1R1C42A62600H QSFP28-100G-CU3M
Xcvr 14 REV 01 740-061001 1R1C42A62600H QSFP28-100G-CU3M
Xcvr 15 REV 01 740-064669 198730 QSFP28-LPBK
PEM 0 Rev 02 740-110419 1F27C030096 AC AFO 2200W Power Supply
PEM 1 Rev 02 740-110419 1F27C030038 AC AFO 2200W Power Supply
Fan Tray 0 REV 04 760-126744 BCDH1418 JNP304 Fan Tray, Front to Back Airflow
Fan Tray 1 REV 04 760-126744 BCDH1411 JNP304 Fan Tray, Front to Back Airflow
Fan Tray 2 REV 04 760-126744 BCDH1409 JNP304 Fan Tray, Front to Back Airflow
SFB 0 REV 08 750-122847 BCCW0192 Switch Fabric Board
TIB REV 06 750-126514 BCCW7927 Timing Interface Board
Locate the Chassis Serial Number ID Label on an MX304
The serial number ID label is located on a label on the top of the chassis. See Figure 1 for the location on a MX304.
1 — Serial number label |
Locate the Serial Number ID Labels on MX304 Power Supplies
The power supplies installed in a MX304 are field-replaceable units (furs). For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.
AC power supply—The serial number ID label is on the top of the AC power supply. See Figure 2.
Figure 2: MX304 AC Power Supply Serial Number Location
1—Serial number labelDC power supply—The serial number ID label is on the top of the DC power supply. See Figure 3.
Figure 3: MX304 DC Power Supply Serial Number Location
1—Serial number label-
HVAC/DC power supply—The serial number ID label is on the top of the HVAC/DC power supply. See Figure 4.
Figure 4: MX304 HVAC/HVDC Power Supply Serial Number Location
1—Serial number label
Locate the Serial Number ID Label on MX304 Fan Module
The three fan modules installed in a MX304 are field-replaceable units (furs). 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 located at the base of the fan module. See Figure 5.
1 — Serial number label |
Locate the Serial Number ID Labels on MX304 Line Cards
Figure 7 shows the location of the serial number label. For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.
1 — Serial number label |
Locate the Serial Number ID Labels on MX304 Routing Engine
The serial number ID label for an MX304 Routing Engine is located on the left side. See Figure 7. For each FRU, you must remove the FRU from the router chassis to see the FRU serial number ID label.
1 — Serial number label |
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.