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Returning the SRX Series Modules
Contacting Customer Support
Once you have located the serial numbers of the device or component, you can return the device or component for repair or replacement. For this, you need to contact Juniper Networks Technical Assistance Center (JTAC).
You can contact JTAC 24 hours a day, 7 days a week, using any of the following methods:
On the Web: Using the Case Manager link at https://www.juniper.net/support/
From the US and Canada: 1-888-314-JTAC
From all other locations: 1-408-745-9500
If contacting JTAC by telephone, enter your 11-digit case number followed by the pound (#) key if this is an existing case, or press the star (*) key to be routed to the next available support engineer.
When requesting support from JTAC by telephone, be prepared to provide the following information:
Your existing case number, if you have one
Details of the failure or problem
Type of activity being performed on the services gateway when the problem occurred
Configuration data displayed by one or more show commands
Your name, organization name, telephone number, fax number, and shipping address
The support representative validates your request and issues an RMA number for return of the component.
Return Procedure for SRX Series Services Gateway Hardware Components
Follow the tasks list provided in Table 1 to return an SRX services gateways or component to Juniper Networks for repair or replacement.
Table 1: Return Procedure for SRX Series Services Gateways Component
For more information, see
Determine the part number and serial number of the services gateway or component.
Obtain a Return Materials Authorization (RMA) number from JTAC.
Pack the SRX Series Services Gateway component for shipping.
Do not return the services gateway or any component to Juniper Networks unless you have first obtained an RMA number. Juniper Networks reserves the right to refuse shipments that do not have an RMA. Refused shipments are returned to the customer via collect freight.
For more information about return and repair policies, see the customer support Web page at https://www.juniper.net/support/guidelines.html.
For product problems or technical support issues, open a support case using the Case Manager link at https://www.juniper.net/support/ or call 1-888-314-JTAC (within the United States) or 1-408-745-9500 (outside the United States).
Locating the SRX Series Services Gateway Hardware Component Mini-PIM or GPIM Serial Number Label
This topic includes the following sections:
SRX Series Services Gateway Mini-PIM Serial Number Label
Mini-Physical Interface Modules (Mini-PIMs) are field-replaceable on the SRX Series Services Gateway. Each Mini-PIM has a unique serial number. The serial number label is located on the right side of the Mini-PIM, when the Mini-PIM is horizontally oriented (as it would be installed on the device). The exact location might be slightly different on different Mini-PIMs, depending on the placement of components on the Mini-PIM.
SRX Series Services Gateway GPIM Serial Number Label
Gigabit-Backplane Physical Interface Modules (GPIMs) are hot-swappable and field-replaceable on the SRX Series Services Gateway. Each GPIM has a unique serial number. The exact location might be slightly different on different GPIMs (XPIMs or GPIMs), depending on the placement of the components on the GPIM.
Only the SRX650 Services Gateway supports hot-swappable functionality for GPIMs. The SRX550 Services Gateway does not support hot-swappable functionality for GPIMs.
Required Tools and Parts for Packing the SRX Series Services Gateway Hardware Components
The following tools and parts are required to pack the SRX Series Services Gateway Hardware Components:
Blank panel to cover empty Mini-PIM slot
Electrostatic bag or antistatic mat, for each component
Electrostatic discharge (ESD) grounding wrist strap
Flat-blade screwdriver, approximately 1/4 in (6 mm)
Phillips (+) screwdrivers, numbers 1 and 2
Packing the SRX Series Services Gateway Hardware Components for Shipment
This topic includes the following section:
Packing the Hardware Components for Shipment
Follow these guidelines for packing and shipping individual components of the services gateway:
When you return a component, make sure that it is adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.
Use the original shipping materials if they are available.
Place individual Mini-Physical Interface Modules (Mini-PIMs) in electrostatic bags.
Write the Return Materials Authorization (RMA) number on the exterior of the box to ensure proper tracking.
Do not stack any of the services gateway components during packing.