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APPENDIX C
Customer Support
C-2
Information You Need to Supply
When requesting technical support from the JTAC by phone, be
prepared to provide the following information when prompted.
For existing cases:
• Enter your 11 digit case number followed by the # sign.
You will be routed to your case owner; if your engineer is not available,
your call will be routed to the general queue and will be answered by
the next available engineer.
For new cases:
• Press the * key
You will be routed to a general queue, and your call will be answered
by the next available engineer.
The JTAC engineer will also need the following information:
• Priority level
• Indication of what activity was being performed on the router when
the problem occurred
• Problem detail and configuration data, obtained by these commands:
> show version
> show chassis firmware
> show chassis hardware
> show chassis environment
> show configuration
When a new request for technical support is submitted, the JTAC
engineer:
1 Opens a case and assigns a number
2 Begins troubleshooting, diagnostics, and problem replication (if
appropriate)
3 Provides you with periodic updates on problem status and escalates
the problem as appropriate according to escalation management
guidelines
4 Closes the case when you agree that the problem has been resolved
- E-Series Routers 1
- Installation and User Guide 1
- EC Declaration of Conformity 4
- SOFTWARE LICENSE AGREEMENT 5
- Contents 10
- Part 3. Appendixes 13
- About This Guide 15
- Audience 16
- Conventions 16
- Documentation 17
- Release Notes 19
- Abbreviations 19
- Web Access 19
- Contacting Customer Support 20
- Installing and Using 21
- E-Series Overview 23
- Where E-Series Routers Fit In 24
- ERX-14xx Models 26
- ERX-7xx Models 28
- ERX-310 Router 30
- E-Series Modules 32
- SRP Module 33
- Module Details 34
- SRP Module Redundancy 35
- Nonvolatile Storage 35
- SRP I/O Module 35
- Line Modules 36
- Network Management Tools 37
- Redundancy Features 38
- CHAPTER 1 40
- Unpacking and 43
- Inspecting E-Series 43
- Unpacking ERX-14xx Models 44
- Contacting Juniper Networks 45
- Installation Guidelines 47
- Environmental Requirements 48
- Regulatory Compliances 48
- Safety Guidelines 49
- Equipment Rack Requirements 50
- ERX-310 router 51
- ERX-14xx model 51
- CHAPTER 3 52
- Cabling Recommendations 54
- Installing E-Series 55
- Freestanding Installation 56
- Rack-Mounted Installation 57
- Preparing the Equipment Racks 59
- Installing Modules 61
- Slot Groups 62
- Overview 63
- OC3CE1 CE1 64
- Hot-Swapping Modules 65
- Protecting Modules and Slots 65
- Order of Installation 66
- Installing an SRP I/O Module 68
- Installing an SRP Module 68
- Removing a Module 71
- CHAPTER 5 72
- Installing the Line Modules 73
- Installing the I/O Modules 75
- Cabling E-Series 77
- CHAPTER 6 78
- Cabling E-Series Routers 78
- Cabling Overview 79
- Cabling the SRP I/O Module 81
- BNC (Europe) 82
- 26-AWG wire 82
- Wire-wrap connectors 82
- (North America, Japan) 82
- Console Ports 83
- Connecting to the Network 84
- ERX-310 router (DC model) 87
- Figure 6-6) 89
- Cabling I/O Modules 90
- HSSI Connectors 91
- RJ-45 Connectors 92
- RJ-48C Connectors 92
- LC Duplex Connectors 93
- SC Duplex Connectors 94
- SMB Connectors 94
- Cabling X.21/V.35 Connectors 95
- Powering Up E-Series 97
- Powering Up 98
- Powering Down 99
- CHAPTER 7 100
- Powering Up E-Series Routers 100
- Accessing E-Series 101
- Console Port Setup 102
- 3 Power up the system 103
- Telnet Setup 104
- The Next Step 106
- Maintaining E-Series 107
- Cleaning the System 108
- Replacing an NVS Card 111
- Checking the Memory Installed 112
- Removing SODIMMs 112
- Adding New SODIMMs 113
- Verifying the Upgrade 114
- Removing SFPs 115
- Installing SFPs 116
- 3 Hold the SFP so that: 117
- Verifying the Installation 118
- Replacing Fan Trays 119
- Removing the Fan Tray 120
- Installing the Fan Tray 121
- Perforated area 122
- Front of 122
- ERX-7xx model 122
- Troubleshooting 123
- Initialization Sequence 124
- LED Activity During Booting 125
- LED Identification 125
- • SRP module (Figure 10-1) 126
- Status LEDs 127
- CHAPTER 10 128
- Figure 10-2 FE2 module LEDs 128
- Abnormal LED Activity 129
- Redundancy Status 131
- Detecting Double-Bit Errors 133
- Fixing Double-Bit Errors 133
- System and Module 135
- Specifications 135
- System Specifications 137
- ERX-7xx Models Specifications 139
- ERX-310 Router Specifications 141
- CHAPTER 11 144
- Module Specifications 145
- functionality 146
- functionality (continued) 147
- I/O Module Specifications 160
- › 0–68.5 m (0–225 feet) 164
- › 69–137 m (226–450 feet) 164
- › min: –9.5 dBm 166
- › max: –4 dBm 166
- › min: –17 dBm 166
- › max: –3 dBm 166
- › min: –11 dBm 168
- › min: –20 dBm 168
- › min: –5.0 dBm 178
- › max: 0 dBm 178
- › min: –18 dBm 178
- › max: –0 dBm 178
- CHAPTER 12 184
- Protocol Support 185
- Channelized OCx/STMx Modules 186
- Channelized T1 and E1 Modules 187
- Channelized T3 Modules 188
- Ethernet Modules 190
- HSSI Modules 191
- OCx/STMx ATM Modules 193
- OCx/STMx POS and OC48 Modules 194
- Tunnel Service Modules 196
- Unchannelized E3 Modules 197
- Unchannelized T3 Modules 199
- X.21/V.35 Modules 201
- Appendixes 203
- Cable Pinouts 205
- CT1 and CE1 I/O Modules 208
- Installing JUNOSe 213
- Software 213
- APPENDIX B 214
- Installing JUNOSe Software 214
- Task 12: Reboot the System 219
- 1 Issue the enable command 221
- Task 9: Reboot the System 224
- Task 3: Access the Boot Mode 225
- Task 4: Assign an IP Address 226
- Task 8: Reboot the System 227
- Customer Support 231
- APPENDIX C 234
- Declaration of 235
- Conformity 235
- APPENDIX D 236
- Declaration of Conformity 236
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