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Returning the SRX380 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 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 an SRX380 Firewall or Component to Juniper Networks

To return an SRX380 Firewall 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 number. Refused shipments are returned to the customer via collect freight.

  3. 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).

Locating the Chassis Serial Number

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

Figure 1: Location of the Serial Number LabelLocation of the Serial Number Label

Locating the Mini-PIM Serial Number Label

Mini-Physical Interface Modules (Mini-PIMs) are field-replaceable and each Mini-PIM 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 when installed on the device). The exact location might be slightly different on different Mini-PIMs, depending on the placement of components on the Mini-PIM.

Listing the SRX380 Firewall Component Details by Using the CLI

Before contacting Juniper Networks to request an RMA, you must find the serial number of the SRX380 Firewall or component.

Use the show chassis hardware command to view all the components of an SRX380 Firewall and the corresponding serial numbers.

Note:

In the output of the show chassis hardware command, the Mini-PIM slot number is reported as an FPC number, and the Mini-PIM number (always 0) is reported as the PIC number.

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

Required Tools and Parts for Packing the SRX Series Services Gateway

To remove one or more components from the SRX Series Services Gateway 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 SRX Series Services Gateway for Shipment

To pack the SRX Series 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. Wrap and fasten 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.
  3. On the console or other management device connected to the services gateway, enter CLI operational mode, and then 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. 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.
  8. Place the services gateway in the shipping carton.
  9. Cover the services gateway with an ESD bag, and place the packing foam on top of and around the device.
  10. Replace the accessory box on top of the packing foam.
  11. Securely tape the box closed.
  12. Write the Return Materials Authorization (RMA) number on the exterior of the box to ensure proper tracking.

Packing SRX Series Services Gateway Components for Shipment

To pack and ship individual components of the services gateway:

  1. Make sure that it is adequately protected with packing materials and securely packed so that the pieces do not move around inside the carton.

  2. Use the original shipping materials if they are available.

  3. Place each component in an individual electrostatic bag.

  4. 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 while packing them.