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Troubleshooting the SRX4600

 

SRX4600 Services Gateway Troubleshooting Resources

To troubleshoot a services gateway, use the Junos OS command-line interface (CLI) and LEDs on the chassis:

  • LEDs—When the services gateway detects an alarm condition, the status LED on the front panel glows red.

  • CLI—The CLI is the primary tool for controlling and troubleshooting hardware, Junos OS, and network connectivity. Use the CLI to display more information about alarms. CLI commands display information about network connectivity derived from the ping and traceroute utilities. For information about using the CLI to troubleshoot Junos OS, see the appropriate Junos OS configuration guide.

  • JTAC—If you need assistance during troubleshooting, you can contact the Juniper Networks Technical Assistance Center (JTAC) by using the Web or by telephone. If you encounter software problems, or problems with hardware components not discussed here, contact JTAC.

Chassis Component Alarm Conditions on an SRX4600 Services Gateway

You can monitor chassis alarms through the ALM LED. When the services gateway detects an alarm condition, the ALM LED on the front panel glows and the level of severity can be either major (steady red), or minor (yellow) or both major and minor (blinking red). To view a more detailed description of the alarm cause, issue the show chassis alarms and show system alarm commands.

Table 1 describes alarms that can occur for the services gateway chassis component.

Table 1: Alarms for Services Gateway Chassis Components

Component

Alarm Conditions

Action

Alarm Severity

Fan

At least one of the fans have failed.

  • Check and adjust the room temperature, if possible.

  • Check the air flow and ensure that the airflow through the services gateway is unobstructed.

  • Replace the failed fan module to avoid failure of the other fan modules.

  • Open a support case using the Case Manager link at https://www.juniper.net/support/ or call 1-888-314-5822 (toll-free within the United States and Canada) or 1-408-745-9500 (from outside the United States).

Steady red (major)

The services gateway chassis temperature is too warm.

  • Check the room temperature.

  • Check the air flow.

  • Run all the Fans at full speed.

  • Open a support case using the Case Manager link at https://www.juniper.net/support/ or call 1-888-314-5822 (toll-free within the United States and Canada) or 1-408-745-9500 (from outside the United States).

Yellow (minor)/Red (major)

Missing fan module

Install the missing fan module.

Red (major)

Fan over-speeding

  • Check if the fan is spinning more than the configured speed.

  • Replace the fan module as it is likely to fail.

Yellow (minor)

Fan spinning below its speed

  • Check if the fan is spinning below the configured speed.

  • Replace the fan module as it is likely to fail.

Yellow (minor)

Impeding fan failure

Replace the fan module.

Yellow (minor)

Power supply

A power supply has failed.

Replace the power supply.

Steady red (major)

A power supply unit is not present.

Install a power supply unit in the empty slot. The services gateway requires two power supply units to be installed.

Power cord is not connected.

Verify and ensure that the power cord is connected properly.

Power supply fan failure.

As it is a non-recoverable fault, replace the power supply.

Yellow (minor)

Input failure to the power supply

  • Check the voltage of the power source if it is in the operating range.

  • Open a support case using the Case Manager link at https://www.juniper.net/support/ or call 1-888-314-5822 (toll-free within the United States and Canada) or 1-408-745-9500 (from outside the United States).

Red (major)

Power supply drawing more current than it should.

Open a support case using the Case Manager link at https://www.juniper.net/support/ or call 1-888-314-5822 (toll-free within the United States and Canada) or 1-408-745-9500 (from outside the United States).

Yellow (minor)

Unrecognized power supply

Open a support case using the Case Manager link at https://www.juniper.net/support/ or call 1-888-314-5822 (toll-free within the United States and Canada) or 1-408-745-9500 (from outside the United States).

Red (major)

Power supply not powered on.

Connect the power supply to the power source.

Red (major)

Power supply internal devices failure.

  • Replace the power supply.

  • Open a support case using the Case Manager link at https://www.juniper.net/support/ or call 1-888-314-5822 (toll-free within the United States and Canada) or 1-408-745-9500 (from outside the United States).

Red (major)

Mix of AC and DC power supplies installed.

Check if all the power supplies installed are of the same type.

Yellow (minor)

SSD

SSD detection failure

  • Check if there is power supply to the SSD slot.

  • Check if the SSD initialization in BIOS is failing.

  • Replace the faulty SSD.

Yellow (minor)

SSD runtime read/write fault

  • Check if there is any issue with the SATA BUS.

  • Check if the SSD initialization is failing.

  • Faulty SSD.

  • Replace the faulty SSD.

Yellow (minor)

SSD File system corrupted

  • Check if there is any issue with the SSD subsystem.

  • Was there any abrupt power removal to the services gateway.

  • Check if any non graceful shutdown or reset of the services gateway.

  • Check for RAM related issues.

  • Recover or re-image the SSD

Yellow (minor)

USB

USB Device not detected

  • Check if there is any power supply issue to the USB slot.

  • Check for the port level failures.

  • Check for USB link to port from PCH failures.

  • Check if the USB is faulty, and replace the faulty USB.

Yellow (minor)

Troubleshooting the SRX4600 Services Gateway Cooling System

Problem

Description: A single fan module or fan modules are not functioning normally.

Solution

Follow these guidelines to troubleshoot the fan modules:

  • Check the LEDs on the fan module and alarm LEDs on the front panel of the services gateway.

  • If the alarm LED on the front panel of the services gateway is lit, use the following CLI command to get information about the source of an alarm condition:

    user@host> show chassis alarms.

    If the CLI output lists only one fan failure, and the other fans are functioning normally, the fan is most likely faulty and you must replace the fan tray.

  • Place your hand near the near the fan modules to determine whether the fans are pushing air out of the chassis.

  • If the fan tray is removed, a minor alarm or a major alarm is raised.

  • The following conditions automatically cause the fans to run at full speed and also trigger the indicated alarm:

    • A fan fails (major alarm).

    • The services gateway temperature exceeds the “temperature warm” threshold (minor alarm).

    • The temperature of the services gateway exceeds the maximum (“temperature hot”) threshold (major alarm and automatic shutdown of the power supplies).

Troubleshooting the SRX4600 Services Gateway Power System

Problem

Description:

The power system is not functioning normally.

Solution

  • Check the LEDs on each power supply faceplate. If an AC or a DC power supply is correctly installed and functioning normally, then the LEDs glow steadily.

    For more information about power supply LEDs, see SRX4600 Power System.

  • Use the CLI show chassis environment pem command to check the status of installed power supplies. The output shown below is an example.

    user@host> show chassis environment pem

If a power supply is not functioning normally, perform the following tasks to diagnose and correct the problem:

  • If a red-alarm condition occurs, use the show chassis alarms command to determine the source of the problem.

    Note

    If the system temperature exceeds the red-alarm threshold, Junos OS shuts down all power supplies so that no status is displayed.

    Junos OS also can shut down one of the power supplies for other reasons. In this case, the remaining power supplies provide power to the services gateway, and you can still view the system status through the CLI or J-Web interface.

    Note

    The services gateway shuts down automatically if the device temperature exceeds the red-alarm threshold.

  • Check that the AC input switch () or DC circuit breaker (|) is in the on position and that the power supply is receiving power.

  • Verify that the source circuit breaker has the proper current rating. Each power supply must be connected to a separate source circuit breaker.

  • Verify that the AC power cord or DC power cables from the power source to the services gateway are not damaged. If the insulation is cracked or broken, immediately replace the cord or cable.

  • Connect the power supply to a different power source with a new power cord or power cables. If the power supply status LEDs indicate that the power supply is not functioning normally, the power supply is the source of the problem. Replace the power supply with a spare, as described in Replacing an SRX4600 Services Gateway AC Power Supply or Replacing an SRX4600 Services Gateway DC Power Supply.

  • Verify that power supply is functioning properly by checking the status of power supply LED. For more information, see SRX4600 Power System.

  • If you cannot determine the cause of the problem or need additional assistance while troubleshooting a services gateway, 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.

Using the RESET Button on the SRX4600 Services Gateway

To cold reboot the SRX4600 Services Gateway, press and hold the RESET button for less than 5 seconds.

Caution

Do not press and hold the RESET button for more that 5 seconds.