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Return a PTX10002-36QDD Chassis or a Component

How to Return a PTX10002-36QDD Chassis or a Component for Repair or Replacement

If you need to return a router or hardware component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the serial number of the chassis if you need to return the router. If you need to return one or more components, determine the serial number for each component. For instructions, see Locate the Serial Number on a PTX10002-36QDD Chassis or Component.
  2. Obtain a Return Material Authorization (RMA) number from Juniper Networks 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 Pack a PTX10002-36QDD Router 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.

Locate the Serial Number on a PTX10002-36QDD Chassis or Component

If you are returning a router or hardware 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 JTAC when you contact them to obtain the RMA.

If the router is operational and you can access the CLI, you can list serial numbers of 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 physical router or component.

Note:

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

List the Router and Components Details with the CLI

To list the router and router components and their serial numbers, enter the CLI command show chassis hardware extensive.

The following output lists the router components and their serial numbers:

For information about the show chassis hardware command, see show chassis hardware.

Locate the Chassis Serial Number ID Label on a PTX10002-36QDD Router

The serial number ID label is located on the right side panel of the chassis on PTX10002-36QDD routers.

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Serial number ID label

 

Locate the Serial Number ID Labels on FRUs in a PTX10002-36QDD Router

The fan modules and power supply units (PSUs) installed in PTX10002-36QDD routers are field-replaceable units (FRUs). You must remove the FRU from the router chassis to see its serial number ID label.

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

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    Serial number ID label

    		 

  • PSU—The serial number ID label is on the top of the PSU.

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    Serial number ID label

    		 
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    Serial number ID 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:

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.

Pack a PTX10002-36QDD Router or Component for Shipping

If you are returning a PTX10002-36QDD router or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack the router or component, ensure that you have:

Pack the Router for Shipping

Before you pack the router:

  1. Shut down the router by issuing the request node power-off (Junos OS Evolved) command from the external management device.

  2. Wrap and fasten one end of the ESD wrist strap around your bare wrist, and connect the other end of the strap to a site ESD point.

  3. Disconnect power from the router.

  4. Remove the cables that connect the router to external devices.

  5. Remove all optical transceivers installed in the router.

  6. Remove the fan modules and PSUs from the router.

Ensure that you have the following parts and tools:

  • A number 2 Phillips (+) screwdriver—not provided

  • The original packing material (cardboard box, accessory box and its contents, and foam padding)

  • An ESD grounding strap—not provided

  • Antistatic bag—not provided

If you need to transport the router to another location or return the router to Juniper Networks, you need to pack the router securely in its original packaging to prevent damage during transportation.

CAUTION:

Do not pack the router in anything except its original container, or the router might be damaged in transit.

To pack the router:

  1. Wrap and fasten one end of the ESD wrist strap around your bare wrist, and connect the other end of the strap to a site ESD point.
  2. If the router is installed in a rack or cabinet, have one person support the weight of the router while another person unscrews and removes the mounting screws.
  3. Remove the router from the rack or cabinet and place the router on a flat, stable surface.
  4. Use the screwdriver to remove the rack mounting brackets from the router chassis.
  5. Place the router in an antistatic bag.
  6. Place the bottom portion of the packaging foam in the shipping carton.
  7. Place the router inside the cavity in the bottom packaging foam.
  8. Place the top portion of the packaging foam on top of the router.
  9. If you are returning accessories or field-replaceable units (FRUs) with the router, pack them as instructed in Pack Router Components for Shipping.
  10. Place the accessory box by the rear end of the chassis in the shipping carton.
  11. Close the top of the cardboard shipping box and seal it with packing tape.
  12. Write the RMA number on the exterior of the box to ensure proper tracking.

Pack Router Components for Shipping

Ensure that you have the following parts and tools available:

  • Antistatic bag, one for each component—not provided

  • An ESD grounding strap—not provided

If you need to transport a router component to another location or return a component to Juniper Networks, you need to pack the component securely in its original packaging to prevent damage during transportation.

CAUTION:

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

To pack the router components:

  • Place individual components in antistatic bags.

  • Use the original packing materials if they are available. If the original packing materials are not available, ensure the component is adequately packed to prevent damage during transit. The packing material you use must be able to support the weight of the component.

  • Ensure that the components are adequately protected by wrapping them well with packing materials. Pack the component in an oversized box (if the original box is not available) with extra packing material around the unit so that the component is prevented from moving around inside the box.

  • Securely tape the box closed.

  • Write the RMA number on the exterior of the box to ensure proper tracking.