The existing Self-Service RMA process has been enhanced with AI capabilities to analyze uploaded log files and determine hardware failures. While the log analysis may take up to 30 seconds, it eliminates the need for failure-specific Q&A, streamlining the process. These new capabilities have been built on top of the existing Self-Service RMA workflow to ensure a smooth and seamless customer experience.To support accurate failure predictions through AI-based RMA (AIRMA), the system accepts RSI (Request Support Information) files as well as log files such as messages and chassisd from the /var/log directory. Customers can upload these files directly or in a compressed format (.gz, .tgz, .zip and 7z).

Uploading Logs for Hardware Failure Analysis

During the Self-Service RMA workflow, customers can upload device log files (RSI, /var/log files) for automated analysis. The log analyzer engine processes the uploaded logs to detect potential hardware failures and assist in validating the RMA request.

For details on what logs to collect and upload, please refer to KB26990 [juniper.net] – Data Collection Checklists: “What to Collect” when opening a case to troubleshoot an issue.

This process will entitle a customer to request and process RMAs directly from the Juniper Support Portal (JSP or the community portal) by using the AI RMA / Self-Service workflow, without intervention from JTAC. 

This bulletin provides all information relevant to the AI RMA / Self-Service RMA, including how to create the RMA online and the list of FRUs that are eligible for RMA. Subscribe to this article to get notified of any updates.

AIRMA / SSRMA Eligible FRUs - KB70551 - List of FRUs That Are Eligible for Self Service / AI RMA without JTAC Intervention [juniper.net]

Since the FRUs list will be regularly updated, you can subscribe to the article itself to get notified of any updates to the list of FRUs included in the document.

Special Delivery Instructions

The Special Delivery Instructions field, as shown in the below screenshot, is used to provide any specific shipping or site-related instructions for the RMA. Any details entered in this field are reviewed and processed by the logistics team during RMA handling. This field can be used to include information such as an inbound ticket number, Delivery ID, or other site-specific delivery requirements needed for successful shipment.

AIRMA / SSRMA Procedure

To understand the procedure to create an online RMA, customers can access the online video tutorial (04: 25 mins) titled Juniper Support Portal: Online RMA Overview.

Shipping Details 

• If an inbound ticket is required, enter the inbound ticket # in the Special Delivery instructions for Courier. If an inbound ticket is not required, enter “Inbound ticket not required” in the Special Delivery Instructions for Courier.
  
  

• All fields denoted with an asterisk are required. By default, the shipping address is prepopulated with the “Installed-At” location of the device according to Juniper Install Base records. If the actual ship-to location is different, we will have to update the shipping address by clicking on the pen icon.

• Following which, a confirmation is required to determine if the update is permanent or not, i.e. “change the Install Base address to alternate shipping address permanently?” 

Any permanent change to the address OR updates to shipping “country” field will result in a 2-3 days delay in the processing of RMA, since this change in information is to be validated by customer care team/logistics prior to making them permanent. 

Shipping Information 

• Shipping Customer Email: Enter the email addresses separated with a coma or semi-colon that should receive RMA Notifications. 
• ShipTo Contact Name: Enter the local contact who will receive the unit(s).
• ShipTo Contact Phone: Enter the local phone number in the delivery country.
  
  

Additional References

For any questions related to the general RMA process, refer to KB9866 - RMA - Frequently Asked Questions (FAQ) [juniper.net] 

2025-01-30: New KB Created

2026-03-12: Added screenshot of upload logs and special delivery instructions.