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Returning the SRX5800 Chassis or Components

Contacting Customer Support

Once you have located the serial numbers of the firewall or component, you can return the firewall 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.

Return Procedure for the SRX5800 Firewall

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.

Note:

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 firewall or component to Juniper Networks for repair or replacement:

  1. Determine the part number and serial number of the firewall 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 Firewall Card Reference at www.juniper.net/documentation/.
  2. Obtain a Return Materials Authorization (RMA) number from JTAC.
    Note:

    Do not return the firewall 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 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://support.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 Firewall 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 firewall or component. To display all of the firewall components and their serial numbers, enter the following command-line interface (CLI) command:

Most components also have a small rectangular serial number ID label (see Figure 1) attached to the component body.

Figure 1: Serial Number ID Label Serial Number ID Label 

Locating the SRX5800 Firewall Chassis Serial Number Label

The chassis serial number label is located on the side of the chassis (see Figure 2).

Figure 2: SRX5800 Chassis Serial Number LabelSRX5800 Chassis Serial Number Label

Locating the SRX5800 Firewall 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.

      Figure 3: Standard-Capacity AC Power Supply Serial Number Label Standard-Capacity AC Power Supply Serial Number Label

    • High-Capacity AC Power Supply—The serial number label is on the top of the AC power supply. See Figure 4.

      Figure 4: High-Capacity AC Power Supply Serial Number Label High-Capacity AC Power Supply Serial Number Label

    • High-Capacity Second-Generation AC Power Supply—The serial number label is under the on/off switch of the power supply. See Figure 5.

      Figure 5: High-Capacity Second-Generation AC Power Supply Serial Number Label High-Capacity Second-Generation AC Power Supply Serial Number Label

    • High-Voltage Second-Generation Universal (HVAC/HVDC) Power Supply—The serial number label is under the on/off switch of the power supply. See Figure 6.

      Figure 6: High-Voltage Second-Generation Universal (HVAC/HVDC) Power Supply Serial Number Label High-Voltage Second-Generation Universal (HVAC/HVDC) Power Supply Serial Number Label

    DC power Supplies:

    • Standard-Capacity DC Power Supply—The serial number label is on the DC power supply faceplate under the circuit breaker switch. See Figure 7.

      Figure 7: Standard-Capacity DC Power Supply Serial Number LabelStandard-Capacity DC Power Supply Serial Number Label

    • High-Capacity DC Power Supply—The serial number label is on the top of the DC power supply. See Figure 8.

      Figure 8: High-Capacity DC Power Supply Serial Number LabelHigh-Capacity DC Power Supply Serial Number Label

Locating the SRX5800 Firewall Craft Interface Serial Number Label

The serial number is located on the back of the craft interface panel (see Figure 9).

Figure 9: Craft Interface Serial Number LabelCraft Interface Serial Number Label

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 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

Required Tools and Parts for Packing the SRX5800 Firewall

To remove components from the firewall or the firewall 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

  • Wire cutters

Packing the SRX5800 Firewall for Shipment

To pack the firewall for shipment:

  1. Retrieve the shipping crate and packing materials in which the firewall was originally shipped. If you do not have these materials, contact your Juniper Networks representative about approved packaging materials.
  2. 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 firewall software.

    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/.

  3. Attach an ESD grounding strap to your bare wrist, and connect the strap to one of the ESD points on the chassis.
  4. Shut down power to the firewall by pressing the AC input switch or DC circuit breaker for all power supplies to the off (O) position.
  5. Disconnect power from the firewall.
  6. Remove the cables that connect to all external devices.
  7. Remove all field replaceable units (FRUs) from the firewall.
  8. Remove the firewall 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.

  9. Place the firewall in the shipping crate or onto the pallet. If on a pallet, bolt the firewall to the pallet.
  10. Cover the firewall with an ESD bag and place the packing foam on top of and around the firewall.
  11. Replace the accessory box on top of the packing foam.
  12. Securely tape the box closed or place the crate cover over the firewall.
  13. Write the RMA number on the exterior of the box to ensure proper tracking.

Packing SRX5800 Firewall Components for Shipment

Follow these guidelines for packing and shipping individual components of the firewall:

  • 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 firewall components during packing.