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C2000 and C4000 Hardware Guide
3.
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:
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:
When a new request for technical support is submitted, the JTAC engineer:
1.
2.
3.
4.
72
Locating Component Serial Numbers
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.
Pack the component for shipment, performing the procedure described in
"Returning Products for Repair or Replacement" on page 73.
user@host>show system 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
Opens a case and assigns a number.
Begins troubleshooting, diagnostics, and problem replication (if appropriate).
Provides you with periodic updates on problem status and escalates the problem
as appropriate according to escalation management guidelines.
Closes the case when you agree that the problem has been resolved.
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