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Return Hardware

This article describes how to return a vEdge router or a hardware component to Viptela for repair or replacement.

Locate Serial and Model Number

To return a vEdge router or a hardware component to Viptela, you need the serial and model number of the router or the component being returned.

You can locate the serial and model number of a vEdge router in one of the following ways:

  • In vManage NMS, select the Configuration ► Devices screen. The device table lists the serial and model numbers of the routers in the network.
  • Enter the show hardware inventory command at the CLI prompt.
  • The serial number (sample shown in Figure 1) is printed on a label on the right side of the router; the model number is printed on a label on the back of the router.

Figure 1: Sample Serial Number Label for a vEdge Router

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Obtain an RMA Number

If you are returning a vEdge router or a hardware component to Viptela for repair or replacement, contact the Viptela Customer Support team to open a support case and obtain a Return Materials Authorization (RMA) number.

Note: Do not return the router or any component to Viptela before first obtaining an RMA number. Viptela reserves the right to refuse to take any shipment that does not have an RMA number.

Before you open a case and request an RMA number, keep the following information ready:

  • Your existing service contract number, if you have one
  • Serial number of the router or component
  • Model number of the router or component
  • Physical location of the router
  • Your name, organization name, telephone number, fax number, and shipping address
  • Failure or problem description with details
  • Type of activity being performed on the router when the problem occurred
  • Configuration data displayed by one or more show commands

To obtain an RMA number:

  1. Open a support case with Viptela in one of the following ways:
  • Log in to www.viptela.com/support
  • Send email to support@viptela.com
  • Call toll-free 800-525-5033
  1. A Viptela Customer Support representative validates your request and issues an RMA number for returning the router or a hardware component.

Repack the Router

If you need to move or return the vEdge router, repack the router in its original packing. Before you repack the router follow these steps:

  1. Shut down the vEdge router by issuing the poweroff command at the CLI prompt.
  2. Disconnect power to the router.
  3. Remove the cables and transceivers.

You will need the following tools to repack the router:

  • Phillips Number 2 (+) screwdriver
  • Cardboard carton and original packing in which you received the router

To repack the router in its original packing:

  1. If you do not have a vEdge 1000 router, skip this step. Otherwise:
    1. If the router is installed in a rack using the rack-mount kit from Viptela, remove the front stopper screwed along the front side of the rack-mount tray.
    2. Then remove the rack-mount tray from the rack by having one person support the weight of the rack-mount tray while a second person unscrews the rack-mount screws.
    3. Place the rack-mount tray on a firm, flat surface.
    4. Slide out the vEdge 1000 router from the rack-mount tray.
  2. Place the router chassis in the plastic packing bag.
  3. Place the side packing foam on both sides of the router chassis.
  4. Secure the chassis in the cardboard carton.
  5. Secure the top of the chassis by placing the top packing foam over the top of the chassis.
  6. Close the cardboard shipping box and seal it with packing tape.
  7. Write the RMA number on top of the box for purposes of tracking.

If you are returning any field-replaceable units with the router, repack them as described in Repack Router Components below.

Repack Router Components

If you need to return any router components, follow these steps:

  1. Ensure that you have the antistatic bag for each component and an ESD grounding strap.
  2. Place each component in its antistatic bag.
  3. Pack each component in its original packing material. If you do not have the original packing material, ensure that the component is packed adequately with packing material to prevent any damage in transit.
  4. Place the component in the original cardboard box or another cardboard box if the original is not available.
  5. Secure the box with tape.
  6. Write the RMA number on top of the box for purposes of tracking.

 

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