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Returning the SRX550 HM Chassis or Components

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 Service Request Manager link at https://support.juniper.net/support/

  • By telephone:

    • From the US and Canada: 1-888-314-JTAC

    • From all other locations: 1-408-745-9500

      Note:

      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.

When requesting support from JTAC by telephone, be prepared to provide the following information:

  • Your existing service request 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 a Return Materials Authorization (RMA) number for return of the device or component.

Return Procedure for the SRX550 High Memory Services Gateway

To return an SRX550 High Memory Services Gateway or component to Juniper Networks for repair or replacement:

  1. Determine the part number and serial number of the services gateway or component.
  2. Obtain a Return Materials Authorization (RMA) number from JTAC.
    Note:

    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.

  3. Pack the SRX550 High Memory 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).

Locating the SRX550 High Memory Services Gateway Chassis Serial Number and Agency Label

The SRX550 High Memory Services Gateway serial number is located on the bottom of the device on the compliance/agency label.

Locating the SRX550 High Memory Services Gateway Mini-PIM and GPIM Serial Number Labels

Mini-Physical Interface Modules (Mini-PIMs) and Gigabit-Backplane Physical Interface Modules (GPIMs) are field-replaceable on the SRX Series Services Gateway. Each Mini-PIM and GPIM 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 and GPIMs (XPIMs or GPIMs), depending on the placement of components on the Mini-PIM and GPIM.

Listing the SRX550 High Memory Services Gateway Component Serial Numbers with the CLI

Before contacting Juniper Networks to request a Return Materials Authorization (RMA), you must find the serial number on the SRX550 High Memory Services Gateway or component.

To list all of the SRX550 High Memory Services Gateway components and their serial numbers, enter the following command-line interface (CLI) command:

user@host> show chassis hardware

Note:

In the show chassis hardware command, the Gigabit-Backplane Physical Interface Module (GPIM) slot number is reported as an FPC number, and the GPIM number (always 0) is reported as the PIC number.

Most components also have a serial number ID label attached to the component body.

Required Tools and Parts for Packing the SRX550 High Memory Services Gateway

To remove the components from the SRX550 High Memory Services Gateway or to remove the services gateway from a rack, you need the following tools and parts:

  • Blank panels to cover empty slots

  • 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 SRX550 High Memory Services Gateway for Shipment

To pack the SRX550 High Memory Services Gateway for shipment:

  1. Retrieve the shipping carton 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.
  2. Attach an electrostatic discharge (ESD) grounding strap to your bare wrist and connect the strap to the ESD point on the chassis or to an outside ESD point if the device is disconnected from earth ground. For more information about ESD, see Preventing Electrostatic Discharge Damage to the SRX550 High Memory Services Gateway.
  3. On the console or other management device connected to the services gateway, enter the 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.

  4. Shut down power to the services gateway by pressing the Power button on the front of the services gateway.
  5. Disconnect power from the services gateway.
  6. Remove the cables that connect to all external devices.
  7. Remove any GPIMs or Mini-PIMs that have been installed in the services gateway.
  8. If the services gateway is installed in a rack, have one person support the weight of the services gateway while another person unscrews and removes the mounting screws.
  9. Place the services gateway in the shipping carton.
  10. Cover the services gateway with an ESD bag, and place the packing foam on top of and around the device.
  11. Replace the accessory box on top of the packing foam.
  12. Securely tape the box closed.
  13. Write the Return Materials Authorization (RMA) number on the exterior of the box to ensure proper tracking.

Packing SRX550 High Memory 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.

CAUTION:

Do not stack any of the services gateway components during packing.