close

keyboard_arrow_left

Table of Contents Expand all

play_arrow Fast Track: Initial Installation
- Fast Track to Rack Installation and Power
- Claim, Onboard, and Configure SRX300
play_arrow Overview
play_arrow Site Planning, Preparation, and Specifications
play_arrow Initial Installation and Configuration
play_arrow Maintaining Components
- Maintaining the SRX300 Components
play_arrow Troubleshooting Hardware
- Troubleshooting the SRX300
play_arrow Contacting Customer Support and Returning the Chassis or Components
- Returning the SRX300 Chassis or Components
play_arrow Safety and Compliance Information

list Table of Contents

English

Contacting Customer Support
Returning a SRX300 Firewall Component to Juniper Networks
Locating the SRX300 Firewall Chassis Serial Number and Agency Labels
Listing the SRX300 Firewall Component Details with the CLI
Required Tools and Parts for Packing the SRX300 Firewall
Packing the SRX300 Firewall for Shipment
Packing SRX300 Firewall Components for Shipment

keyboard_arrow_right

Returning the SRX300 Chassis or Components

date_range 31-Jul-23

arrow_backward

arrow_forward

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 firewall 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.

Returning a SRX300 Firewall Component to Juniper Networks

To return an SRX300 Firewall or component to Juniper Networks for repair or replacement:

Determine the part number and serial number of the services gateway or component.
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.
Pack the SRX300 Firewall 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 SRX300 Firewall Chassis Serial Number and Agency Labels

The chassis serial number is located on the side of the chassis.

Listing the SRX300 Firewall Component Details with the CLI

Before contacting Juniper Networks to request an RMA, you must find the serial number on the SRX300 Firewall or component.

To list all of the SRX300 Firewall components and their serial numbers, enter the following command:

content_copy zoom_out_map
user@host> show chassis hardware
Hardware inventory:
Item             Version  Part number  Serial number     Description
Chassis                                CV3315AN0010      SRX300
Routing Engine   REV 02   650-065039   CV3315AN0010      RE-SRX300
FPC 0                                                    FPC
  PIC 0                                                  6xGE,2xGE SFP Base PIC
Power Supply 0  

Required Tools and Parts for Packing the SRX300 Firewall

To remove the components from the SRX300 Firewall or to remove the services gateway from a rack, you need the following tools and parts:

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 SRX300 Firewall for Shipment

To pack the SRX300 Firewall for shipment:

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.
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 SRX300 Services Gateway.
On the console or other management device connected to the services gateway, 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.
Shut down power to the services gateway by pressing the Power button on the front of the services gateway.
Disconnect power from the services gateway.
Remove the cables that connect to all external devices.
If the device is installed on a wall or rack, have one person support the weight of the device while another person unscrews and removes the mounting screws.
Place the services gateway in the shipping carton.
Cover the services gateway with an ESD bag, and place the packing foam on top of and around the device.
Replace the accessory box on top of the packing foam.
Securely tape the box closed.
Write the Return Materials Authorization (RMA) number on the exterior of the box to ensure proper tracking.

Packing SRX300 Firewall 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.

arrow_backward PREVIOUS Troubleshooting the SRX300

NEXT arrow_forward Definitions of Safety Warning Levels

SRX300 Firewall Hardware Guide

ON THIS PAGE