2. Obtain a Return Materials Authorization (RMA) number from the JTAC. See
“Information You Might Need to Supply to JTAC” on page 54.
Provide the following information in your e-mail message or during the telephone
call:
■Part number and serial number of the component
■Your name, organization name, telephone number, and fax number
■Shipping address for the replacement component, including contact name
and phone number
■Description of the failure
The support representative validates your request and issues an RMA number
for return of the component.
3. Pack the component for shipment, performing the procedure described in
“Returning Products for Repair or Replacement” on page 55.
Locating Component Serial Numbers
Before contacting Juniper Networks to request a RMA, you must find the serial number
on the chassis or component. To list all the chassis components and their serial
numbers, enter the following command:
user@host>show system information
You can also find the serial numbers on the components.
Information You Might Need to Supply to JTAC
When requesting technical support from JTAC by phone, be prepared to provide the
following information:
■Priority level
■Indication of what activity was being performed on the system when the problem
occurred
■Problem detail and configuration data, obtained by this command:
■show configuration
■show system configuration
When a new request for technical support is submitted, the JTAC engineer:
1. Opens a case and assigns a number.
2. Begins troubleshooting, diagnostics, and problem replication (if appropriate).
54 ■Locating Component Serial Numbers
C2000 and C4000 1.0.x Hardware Guide