Requesting Technical Support

 

Technical product support is available through the Juniper Networks Technical Assistance Center (JTAC). If you are a customer with an active J-Care or JNASC support contract, or are covered under warranty, and need postsales technical support, you can access our tools and resources online or open a case with JTAC.

Self-Help Online Tools and Resources

For quick and easy problem resolution, Juniper Networks has designed an online self-service portal called the Customer Support Center (CSC) that provides you with the following features:

To verify service entitlement by product serial number, use our Serial Number Entitlement (SNE) tool located at https://entitlementsearch.juniper.net/entitlementsearch/ .

Opening a Case with JTAC

You can open a case with JTAC on the Web or by telephone.

  • Use the Case Management tool in the CSC at https://www.juniper.net/cm/.

  • Call 1-888-314-JTAC (1-888-314-5822 toll-free in the USA, Canada, and Mexico).

For international or direct-dial options in countries without toll-free numbers, visit us at https://www.juniper.net/support/requesting-support.html.

If you are reporting a hardware or software problem, issue the following command from the CLI before contacting support:

user@host> request support information | save filename

To provide a core file to Juniper Networks for analysis, compress the file with the gzip utility, rename the file to include your company name, and copy it to ftp.juniper.net/pub/incoming. Then send the filename, along with software version information (the output of the show version command) and the configuration, to support@juniper.net. For documentation issues, fill out the bug report form located at https://www.juniper.net/cgi-bin/docbugreport/.

Revision History

15 November 2018—Revision 5, Junos OS Release 17.4R2– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

25 October 2018—Revision 4, Junos OS Release 17.4R2– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

4 October 2018—Revision 3, Junos OS Release 17.4R2– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

18 September 2018—Revision 2, Junos OS Release 17.4R2– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

3 September 2018—Revision 2, Junos OS Release 17.4R2– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

24 August 2018—Revision 1, Junos OS Release 17.4R2– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

9 February 2018—Revision 5, Junos OS Release 17.4R1– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

11 January 2018—Revision 4, Junos OS Release 17.4R1– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

4 January 2018—Revision 3, Junos OS Release 17.4R1– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

28 December 2017—Revision 2, Junos OS Release 17.4R1– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

21 December 2017—Revision 1, Junos OS Release 17.4R1– ACX Series, EX Series, MX Series, NFX Series, PTX Series, QFX Series, SRX Series, and Junos Fusion.

Copyright © 2018 Juniper Networks, Inc. All rights reserved.

Juniper Networks, the Juniper Networks logo, Juniper, and Junos are registered trademarks of Juniper Networks, Inc. and/or its affiliates in the United States and other countries. All other trademarks may be property of their respective owners.

Juniper Networks assumes no responsibility for any inaccuracies in this document. Juniper Networks reserves the right to change, modify, transfer, or otherwise revise this publication without notice.