C2000 and C4000 1.0.x Hardware Guide

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).

54Locating Component Serial Numbers

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Juniper Networks C4000, C2000 manual Locating Component Serial Numbers, Information You Might Need to Supply to Jtac