ON THIS PAGE
Returning the SRX5400 Chassis or Components
Contacting Customer Support
Once you have located the serial numbers of the services gateway or component, you can return the services gateway 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 Service Request Manager link at https://support.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 12-digit service request 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.
Return Procedure for the SRX5400 Services Gateway
If a problem cannot be resolved by the JTAC technician, a Return Materials Authorization (RMA) is issued. This number is used to track the returned material at the factory and to return repaired or new components to the customer as needed.
Do not return any component to Juniper Networks, Inc. unless you have first obtained an RMA number. Juniper Networks, Inc. reserves the right to refuse shipments that do not have an RMA. Refused shipments will be 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 .
To return a services gateway or component to Juniper Networks for repair or replacement:
- Determine the part number and serial number of the services
gateway or component. For the serial number locations of cards and
modules such as MPCs, SPCs, port modules and Routing Engines, see
the SRX5400, SRX5600, and SRX5800 Services Gateway Card Reference
- Obtain a Return Materials Authorization (RMA) number
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.
- Pack the services gateway or component for shipping.
For more information about return and repair policies, see the customer support webpage 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).
Listing the SRX5400 Services Gateway Component Serial Numbers with the CLI
Before contacting Juniper Networks, Inc. to request a Return Materials Authorization (RMA), you must find the serial number on the services gateway or component. To display all of the services gateway components and their serial numbers, enter the following command-line interface (CLI) command:
user@host> show chassis hardware
Most components also have a small rectangular serial number ID label (see Figure 1) attached to the component body.
Locating the SRX5400 Services Gateway Chassis Serial Number Label
The chassis serial number is located on the right side, top corner of the chassis.
Locating the SRX5400 Services Gateway Power Supply Serial Number Labels
The serial number label is located on the top of the AC power supply (see Figure 2).
The serial number label is located on the top of the DC power supply faceplate (see Figure 3).
Locating the SRX5400 Services Gateway Craft Interface Serial Number Label
The serial number is located on the back of the craft interface panel (see Figure 4).
Information You Might Need to Supply to JTAC
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
Required Tools and Parts for Packing the SRX5400 Services Gateway
To remove components from the services gateway or the services gateway from a rack, you need the following tools and parts:
2.5-mm flat-blade (–) screwdriver, for detaching alarm relay terminal block
7/16-in. (11 mm) nut driver
Blank panels to cover empty slots
Electrostatic bag or antistatic mat, for each component
Electrostatic discharge (ESD) grounding wrist strap
Flat-blade (–) screwdriver
Mechanical lift, if available
Phillips (+) screwdrivers, numbers 1 and 2
Rubber safety cap for fiber-optic interfaces or cable
Packing the SRX5400 Services Gateway for Shipment
To pack the services gateway for shipment:
- Retrieve the shipping crate and packing materials in which the services gateway was originally shipped. If you do not have these materials, contact your Juniper Networks representative about approved packaging materials.
- On the console or other management device connected to
the primary Routing Engine, enter CLI operational mode and issue the
following command to shut down the services gateway software.
user@host> request system halt
Wait until a message appears on the console confirming that the operating system has halted.
For more information about the command, see Junos OS System Basics and Services Command Reference at www.juniper.net/documentation/.
- Wrap and fasten one end of the ESD grounding strap around your bare wrist, and connect the other end of the strap to an ESD point.
- Shut down power to the services gateway by pressing the
AC input switch or DC circuit breaker for all power supplies to the
- Disconnect power from the services gateway.
- Remove the cables that connect to all external devices.
- Remove all field replaceable units (FRUs) from the services gateway.
Remove the services gateway chassis from the rack:
If you are using a mechanical lift, place the lift platform under the chassis, unscrew and remove the mounting screws from the rack, and move the chassis to the shipping crate.
If you are not using a mechanical lift and the chassis weight is fully supported by a shelf or another device, unscrew and remove the mounting screws from the rack. Three people can then lift the chassis and move it to the shipping crate.
If you are not using a mechanical lift and the chassis weight is not fully supported by a shelf or another device, three people should grasp the chassis while a fourth person unscrews and removes the mounting screws from the rack. The three lifters can then move the chassis to the shipping container.
- Place the services gateway in the shipping crate or onto the pallet. If on a pallet, bolt the services gateway to the pallet.
- Cover the services gateway with an ESD bag and place the packing foam on top of and around the services gateway.
- Replace the accessory box on top of the packing foam.
- Securely tape the box closed or place the crate cover over the services gateway.
- Write the RMA number on the exterior of the box to ensure proper tracking.
Packing SRX5400 Services Gateway 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 the individual component in an electrostatic bag.
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.