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Return the PTX10001-36MR Chassis or Components

Locate the Serial Number on a PTX10001-36MR Chassis or Component

If you are returning a PTX10001-36MR or a PTX10001-36MR field-replaceable unit (FRU) to Juniper Networks for repair or replacement, you must locate the serial number of the router or FRU. 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 PTX10001-36MR is operational and you can access the command-line interface (CLI), you can list serial numbers for the router and some components with a CLI command. If you do not have access to the CLI or if the serial number for the FRU does not appear in the command output, you can locate the serial number ID label on the router or FRU.

Note:

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

Note:

You must remove the fan module to read the serial number from the serial number ID label. The fan module serial number cannot be viewed through the CLI. The fan module numbering starts at 0 and counts from left to right.

List the Chassis and Component Details by Using the CLI

To list the PTX10001-36MR and components and their serial numbers, use the show chassis hardware CLI operational mode command.

Locate the PTX10001-36MR Chassis Serial Number ID Label

The serial number ID label is located on a label on the top cover.

Locate the Serial Number ID Labels on FRU Components

For each FRU, you must remove the FRU from the chassis to see the FRU’s serial number ID label.

  • AC power supply—The serial number ID label is on the top of the AC power supply. See Figure 1.

  • DC power supply—The serial number ID label is on the top of the DC power supply. See Figure 2.

  • Fan module—The serial number ID label is on the top of the fan module. See Figure 3.

Figure 1: Locate the PTX10001-36MR AC Power Supply Serial Number LabelLocate the PTX10001-36MR AC Power Supply Serial Number Label
Figure 2: Locate the PTX10001-36MR DC Power Supply Serial Number LabelLocate the PTX10001-36MR DC Power Supply Serial Number Label
Figure 3: Locate the PTX10001-36MR Fan Module Serial Number LabelLocate the PTX10001-36MR Fan Module Serial Number Label

Remove the Solid-State Drives for RMA

The PTX10001-36MR has two solid-state drives (SSDs) that store the software images, system logs, and the configuration files. Before returning a chassis to Juniper Networks as part of a Return Merchandise Authorization (RMA), you have the option of removing the SSDs and disposing them according to your own company’s security procedures. Before you begin this procedure, ensure you have the following tools:

  • ESD grounding strap (not provided)

  • Number 2 Phillips screwdriver

Use this optional procedure to remove the drives from the PTX10001-36MR after the device has shutdown and removed from the rack.

  1. Attach the ESD grounding strap to your bare wrist and to a site ESD point.
  2. Place the device on a firm surface such as a workbench or a table.
  3. Turn the device over to locate the SSD access door.
  4. Using the number 2 Phillips screwdriver, remove the four flat-head screws that secure the access door on the the device. Retain the screws for later use.
    Figure 4: Removing Flat-head Screws in the Access Door
  5. Remove the screw holding the SSD in place.
  6. Slide the SSD out of the slot and set aside; repeat with the second SSD.
    Figure 5: Removing the SSDs
  7. Replace the two screws and tighten.
  8. Replace the four flat-head screws and hand tighten using the number 2 Phillips screwdriver.
  9. Dispose of the SSDs according to your site security procedures.

Return a PTX10001-36MR or Component for Repair or Replacement

If you need to return a PTX10001-36MR or component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the serial number of the component. For instructions, see Locate the Serial Number on a PTX10001-36MR Chassis or Component.
  2. Obtain a Return Material Authorization (RMA) number from the Juniper Technical Assistance Center (JTAC) as described in Contact Customer Support to Obtain a Return Material Authorization.
    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. Refused shipments are returned to the customer through collect freight.

  3. Pack the router or component for shipping as described in How to Pack a PTX10001-36MR Chassis or Component for Shipping.

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

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.

How to Pack a PTX10001-36MR Chassis or Component for Shipping

If you are returning a PTX10001-36MR chassis or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack a PTX10001-36MR or component:

  • Ensure that you have taken the necessary precautions to prevent electrostatic discharge (ESD) damage. See Prevention of Electrostatic Discharge 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).

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

How to Pack a PTX10001-36MR for Shipping

Here’s how to pack a PTX10001-36MR for shipping:

  1. Power off the PTX10001-36MR and remove the AC power cords or DC power cables. See Power Off the PTX10001-36MR.
  2. Remove the cables that connect the PTX10001-36MR to all external devices. See Disconnect a Fiber-Optic Cable from the PTX10001-36MR.
  3. Remove all field-replaceable units (FRUs) from the router. See:
  4. Remove the PTX10001-36MR from the rack or cabinet. See Uninstall the PTX10001-36MR.
  5. Place the PTX10001-36MR in an antistatic bag.
  6. Place the PTX10001-36MR in the shipping carton.
  7. Place the packing foam on top of and around the PTX10001-36MR.
  8. If you are returning accessories or FRUs with the PTX10001-36MR, pack them as instructed in How to Pack PTX10001-36MR Components for Shipping.
  9. Close the top of the cardboard shipping box and seal it with packing tape.
  10. Write the return materials authorization (RMA) number on the exterior of the box to ensure proper tracking. See Contact Customer Support to Obtain a Return Material Authorization for instructions on obtaining an RMA number.

How to Pack PTX10001-36MR Components for Shipping

CAUTION:

Do not stack PTX10001-36MR components. Return individual components in separate boxes if they do not fit together on one level in the shipping box.

Here’s how to pack a PTX10001-36MR component for shipping:

  1. Place individual FRUs in antistatic bags.
  2. Ensure that the components are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.
  3. Close the top of the cardboard shipping box and seal it with packing tape.
  4. Write the RMA number on the exterior of the box to ensure proper tracking. See Contact Customer Support to Obtain a Return Material Authorization for instructions on obtaining an RMA number.