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Returning the SRX5800 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 SRX5800 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 SRX5800 Services Gateway Component Serial Numbers with the Command-Line Interface
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
Hardware inventory: Item Version Part number Serial number Description Chassis JN10B7ACDAGA SRX 5800 Midplane REV 03 710-013698 TR0813 SRX 5800 Backplane FPM Board REV 03 710-014974 KC3418 Front Panel Display PDM Rev 03 740-013110 QCS1122501L Power Distribution Modu le PEM 1 Rev 03 740-013682 QCS1130409T PS 1.7kW; 200-240VAC in PEM 2 Rev 03 740-013682 QCS1130409M PS 1.7kW; 200-240VAC in Routing Engine 0 REV 06 740-015113 1000697051 RE-S-1300 CB 0 REV 07 710-013385 KC0433 SRX5k SCB CB 1 REV 07 710-013385 KC0259 SRX5k SCB FPC 6 REV 03 750-020235 JS4722 SRX5k DPC 40x 1GE CPU REV 06 710-013713 JZ4019 DPC PMB PIC 0 BUILTIN BUILTIN 10x 1GE RichQ Xcvr 0 REV 01 740-011782 PAQ2K01 SFP-SX Xcvr 1 REV 01 740-014132 61531018 SFP-T Xcvr 2 REV 01 740-013111 7303709 SFP-T Xcvr 4 REV 01 740-011782 PAQ2JZP SFP-SX Xcvr 5 REV 01 740-013111 8043356 SFP-T Xcvr 6 REV 01 740-013111 8043257 SFP-T Xcvr 7 REV 01 740-013111 8043300 SFP-T Xcvr 8 REV 01 740-013111 8043215 SFP-T Xcvr 9 REV 01 740-013111 8043184 SFP-T PIC 1 BUILTIN BUILTIN 10x 1GE RichQ Xcvr 0 0 NON-JNPR AM0619193B SFP-SX Xcvr 9 0 NON-JNPR AJ054100PH SFP-SX PIC 2 BUILTIN BUILTIN 10x 1GE RichQ Xcvr 1 REV 01 740-014132 61522010 SFP-T Xcvr 2 REV 01 740-013111 7303481 SFP-T Xcvr 4 REV 01 740-011782 PAQ2K0H SFP-SX Xcvr 5 REV 01 740-013111 8043179 SFP-T Xcvr 6 REV 01 740-013111 7522572 SFP-T Xcvr 7 REV 01 740-013111 8043157 SFP-T Xcvr 8 REV 01 740-013111 7522678 SFP-T Xcvr 9 REV 01 740-013111 7522683 SFP-T PIC 3 BUILTIN BUILTIN 10x 1GE RichQ Xcvr 0 0 NON-JNPR AJ06080TKC SFP-SX Xcvr 9 0 NON-JNPR AJ06020HSJ SFP-SX FPC 7 BB_P2_28 710-013699 JS4812 SRX5k SPC CPU REV 06 710-013713 KA7426 DPC PMB PIC 0 BUILTIN BUILTIN SPU Cp PIC 1 BUILTIN BUILTIN SPU Flow Fan Tray 0 REV 04 740-014971 TP1433 Fan Tray Fan Tray 1 REV 04 740-014971 TP1636 Fan Tray
Most components also have a small rectangular serial number ID label (see Figure 1) attached to the component body.
Locating the SRX5800 Services Gateway Chassis Serial Number Label
The chassis serial number label is located on the side of the chassis (see Figure 2).
Locating the SRX5800 Services Gateway Power Supply Serial Number Label
If you are returning an AC or a DC power supply to Juniper Networks for repair or replacement, you must locate the serial number of the component. You must provide the serial number to the Juniper Networks Technical Assistance Center (JTAC) when you contact them to obtain Return Materials Authorization (RMA).
The location of the serial number labels on Standard-Capacity and High Capacity AC or DC power supplies is explained below:
AC Power Supplies:
Standard-Capacity AC Power Supply—The serial number label is on the AC power supply faceplate under the on/off switch. See Figure 3.
High-Capacity AC Power Supply—The serial number label is on the top of the AC power supply. See Figure 4.
DC power Supplies:
Locating the SRX5800 Services Gateway Craft Interface Serial Number Label
The serial number is located on the back of the craft interface panel (see Figure 7).
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 SRX5800 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 SRX5800 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/.
- Attach an ESD grounding strap to your bare wrist, and connect the strap to one of the ESD points on the chassis.
- 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 SRX5800 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.