3troubleshootingjunos
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Troubleshooting JUNOS Platforms
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Opening a Sup ort Case |
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The slide lists the topics we cover in this chapter. We discuss the highlighted topic |
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JTAC Processes, Guidelines, and Support Resources • Chapter 6–3
Troubleshooting JUNOS Platforms
user@host> show Hardware invent Item
Chassis
Midplane
FPM GBUS FPMNotDisplay CIP
PEM 0
PEM 1
PEM 2
PEM 3
Routing Engine Routing Engine CB 0
CB 1
FPC 0 CPU PIC 0
. . .
ry: Reproduction
Support Entitlem nt
Juniper Networks off rs support only to customers with valid maintenance contracts. Therefore, you must provide a chassis serial number when opening a support case so that JTAC can verify your support status. Use a show chassis hardware command to obtain your chassis serial number:
chassis ha dwa |
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Versi n |
Pa t number |
Serial number |
Description |
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REV 07 |
710-009120 |
A9697 |
M320 |
Midplane |
RB8559 |
M320 |
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REV 05 |
710-005928 |
DE9089 |
M320 |
Board |
REV 05 |
710-009351 |
DD4415 |
M320 |
FPM Display |
forREV 05 710-005926 |
DC5728 |
M320 |
CIP |
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Rev 05 |
740-009149 |
SK52367 |
AC Power Entry Module |
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Rev 05 |
740-009149 |
SK52379 |
AC Power Entry Module |
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Rev 05 |
740-009149 |
SH52307 |
AC Power Entry Module |
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Rev 05 |
740-009149 |
SK52363 |
AC Power Entry Module |
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0 REV 07 |
740-014082 |
1000702757 |
RE-A-2000 |
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1 REV 07 |
740-014082 |
1000699981 |
RE-A-2000 |
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REV 12 |
710-009115 |
DG4583 |
M320 |
Control Board |
REV 12 |
710-009115 |
DG4576 |
M320 |
Control Board |
REV 04 |
710-013518 |
DG1608 |
M320 |
E2-FPC Type 3 |
REV 04 |
710-013562 |
DF5825 |
M320 |
FPC CPU |
REV 20 |
750-007141 |
DE4219 |
10x 1GE(LAN), 1000 BASE |
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Chapter 6–4 • JTAC Processes, Guidelines, and Support Resources
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Troubleshooting JUNOS Platforms
OpeningReproductiona Case
Customers can op support cases using the Case Manager (from within the CSC), or over the tel phone. Note that you should always follow up a Priority 1 case with a phone call to JTAC, even when you opened the case using the Case Manager or e-mail.
forDocumenting the Problem
When you open a case, you should provide documentation of the problem or symptom by capturing the output of relevant CLI commands. You might consider also capturing the utput of a request support information command; this command is actually a macro that executes a large number of operational mode commands. While the output is lengthy, adding this information might prevent the need to follow up with additional command output once your case is under analysis.
JTAC Processes, Guidelines, and Support Resources • Chapter 6–5
Troubleshooting JUNOS Platforms
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Case Managem nt |
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Case management tails and proc dures are provided at https://www.juniper.net/ |
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support/guidelines.html. This document defines case priority levels, escalation |
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management, warranty information, and so forth. |
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When you contact JTAC, a member of our support staff will work with you in assigning |
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mutually ag eeable priority levels to your problem that will be reflected in the support |
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case pened |
n your behalf. The following are the priority levels: |
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Priority 1 (Critical): Catastrophic impact to business operations. |
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Examples of Priority 1 issues include network or system outages that |
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cause customers to experience a total loss of service. |
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Priority 2 (High): Significant impact to business operations. Examples of |
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forPriority 2 issues include network or system events that cause intermittent |
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impact to end customers. |
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Priority 3 (Medium): Limited impact to business operations. Examples of |
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Priority 3 issues include network events that result in only limited impact |
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to end customers. |
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Priority 4 (Low): No impact to business operations. Examples of Priority 4 |
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issues include information requests. |
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Continued on next page. |
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Chapter 6–6 • JTAC Processes, Guidelines, and Support Resources
Troubleshooting JUNOS Platforms
Case Management (contd.)
Juniper Networks offers systematic escalation management to customers with current service agreements. This escalation management ensures that the appropriate resources within Juniper Networks are used to resolve outstanding technical problems as efficiently as possible.
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JTAC Processes, Guidelines, and Support Resources • Chapter 6–7
Troubleshooting JUNOS Platforms
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Access SupportReproductionS rvic s
You must have a valid CSC login to access Juniper Networks support services over the Web. Point your brows to https://www.juniper.net/support/csc/ to display the CSC login screen. Note that below the login, you can click links to request an account or to
manage the passwords associated with your existing CSC account. for
Chapter 6–8 • JTAC Processes, Guidelines, and Support Resources
Troubleshooting JUNOS Platforms
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Support S rvic s |
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The slide highlights the topics we discuss next. |
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JTAC Processes, Guidelines, and Support Resources • Chapter 6–9
Troubleshooting JUNOS Platforms
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The Customer Support C nt r |
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The slide displays the top of the main CSC welcome page. From this page you can |
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easily link to case manag m nt, chnical research, software downloads, and so |
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forth. |
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Chapter 6–10 • JTAC Processes, Guidelines, and Support Resources
Troubleshooting JUNOS Platforms
Using CaseReproductionManag r
Many custom rs f r to open and manage their cases with the point-and-click ease offered by the Case Mang r tool. In addition to opening a case, the Case Manager provides a handy way of tracking the status of your open cases, Return Materials
forAutho ization status, and so forth. Not
JTAC Processes, Guidelines, and Support Resources • Chapter 6–11
Troubleshooting JUNOS Platforms
When you access the CSC, you are privy to a wealth of technical support information in the form of the JTAC Knowl dge Bas , the PR (bugs) database, technical bulletins, and white papers that provide configuration examples and technology primers. You can
foraccess the esea ch area of the CSC at https://www.juniper.net/customers/csc/research/index.jsp.
Research ProblemsReproduction
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Chapter 6–12 • JTAC Processes, Guidelines, and Support Resources