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Returning the SRX4100 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 a SRX4100 Firewall or Component to Juniper Networks

To return a services gateway or component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the part number and serial number of the services gateway or component. See Locating the Serial Number on the SRX4100 Services Gateway or Component.
  2. Obtain a Return Materials Authorization (RMA) number from JTAC. See Contacting Customer Support.
    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 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 Serial Number on the SRX4100 Firewall or Component

If you are returning a services gateway or hardware component to Juniper Networks for repair or replacement, you must locate the serial number of the services gateway or 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).

If the services gateway is operational and you can access the CLI, you can list serial numbers for the services gateway and for some components with a CLI command. If you do not have access to the CLI or if the serial number for the component does not appear in the command output, you can locate the serial number ID label on the physical device or component.

Listing the SRX4100 Firewall Component Details with the CLI

Before contacting Juniper Networks to request a Return Materials Authorization (RMA), you must find the serial number on the SRX4100 Firewall or component. To list all the SRX4100 Firewall components and their serial numbers, enter the following CLI command:

Locating the Chassis Serial Number ID Label

The serial number ID label is located on the rear panel of the services gateway.

Locating the Serial Number ID Labels on FRUs

The power supplies installed in the services gateway are field-replaceable units (FRUs). The serial number ID label is on the top of the power supply.

Packing a SRX4100 Firewall or Component for Shipping

Before you pack a SRX4100 Firewall or component:

  • Ensure that you have taken the necessary precautions to prevent electrostatic discharge (ESD) damage.

  • Retrieve the original shipping carton and packing materials. Contact your JTAC representative if you do not have these materials, to learn about approved packing materials. See Contacting Customer Support.

Ensure that you have the following parts and tools available:

  • ESD grounding strap

  • Antistatic bag, one for each component

  • Phillips (+) screwdriver, number 2

Packing the SRX4100 Firewall for Shipment

To pack the services gateway for shipment:

  1. 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. .
  2. 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.

  3. Shut down power to the services gateway by pressing the Power switch on the rear of the services gateway.
  4. Disconnect power from the services gateway.
  5. Remove the cables that connect to all external devices.
  6. 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.
  7. Place the services gateway in the shipping carton.
  8. Cover the services gateway with an ESD bag, and place the packing foam on top of and around the device.
  9. Replace the accessory box on top of the packing foam.
  10. Securely tape the box closed.
  11. Write the Return Materials Authorization (RMA) number on the exterior of the box to ensure proper tracking.

Packing the SRX4100 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.

CAUTION:

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