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I have a defective AX411, what do I need to do to get it replaced?

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Article ID: KB17229 KB Last Updated: 06 May 2015Version: 2.0
Summary:

Juniper Networks has identified an issue with some of the AX411-W and AX411-E devices that cannot be repaired in the field, so a replacement device needs to be sent.

Symptoms:

Some AX411-W and AX411-E devices have been identified to have the incorrect country code programmed. The country code setting determines which frequency the device will transmit and receive data, therefore if incorrect, no wireless link may be established with local devices in certain countries. This setting cannot be changed or modified in the field, therefore the AX-411device needs to be returned and replaced with one that has been properly programmed for your country.

This issue affects AX411-W and AX411-E devices built in January, February, and March of 2010 which do not contain the "Programmed with country code XX".

Cause:

Solution:

If you have received one of these devices, please contact Customer Care.  Our Customer Care team will assist you in creating an RMA to replace your device.

If you need additional assistance, contact Customer Care to open a case.

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