How to Open case with Juniper?
Create a case on Juniper website ([Link]) as shown below and get the case
number.
1- Select Support
2- Press Create a Case/RMA to open new case
3- Login with User ID: noc@[Link] and Password: co!20TED12_re
After login, we will go to Case manager:
4- Press create case.
5- Complete the following fields
6- After press save, ticket ID will be appeared.
7- Then Call the following local number [02-25100200] then dial the following international
number [18882429217] to follow with Juniper through call.
8- To Attach files on Case go to step 4 and press case number then attach file as below:
- Synopsis: Write problem name here (Hardware issue, CPU Issue, Interfaces Issue, etc.)
- Describe Your Problem or Request: Write a brief about the problem .
- Select Type: Select case type.
- Then enter the serial number.
You can get the serial number by show chassis hardware command
Example:
user@host> show chassis hardware
Hardware inventory:
Item Version Part number Serial number Description
Chassis JN107FC5DAFA MX960
Midplane REV 02 710-013698 CC6220 MX960 Midplane
FPM Board REV 01 710-014974 JS4208 MX960 Front Panel Displ
ay
PIM Rev 02 740-013110 QCS10375009 Power Inlet Module
PEM 0 Rev 01 740-013682 QCS10374009 PS 1.7kW; 200-240VAC in
PEM 1 Rev 01 740-013682 QCS10374029 PS 1.7kW; 200-240VAC in
Routing Engine 0 REV 02 740-013063 1000639065 RE-S-2000
Routing Engine 1 REV 04 740-013063 1000664335 RE-S-2000
CB 0 REV 02.6 710-013385 JM7908 MX960 SCB
CB 1 REV 03 710-013385 JS9412 MX960 SCB
FPC 2 REV 03 710-013699 JS4284 MX960 40GE DPC
CPU REV 04 710-013713 JS9401 MX960 DPC PMB
PIC 0 BUILTIN BUILTIN 10x 1GE
Xcvr 0 REV 01 740-011613 P9F1ANQ SFP-SX
Xcvr 1 REV 01 740-011613 P9F1ANB SFP-SX
Xcvr 2 REV 01 740-011613 P9F18GT SFP-SX
Xcvr 3 REV 01 740-011613 P9F1AP1 SFP-SX
Xcvr 4 REV 01 740-011613 P9F1ANF SFP-SX
Xcvr 5 REV 01 740-011613 P9F1ANK SFP-SX
Xcvr 6 REV 01 740-011613 P9F1AP2 SFP-SX
Xcvr 7 REV 01 740-011613 P9F1ALL SFP-SX
Xcvr 8 REV 01 740-011613 P9F1ANM SFP-SX
Xcvr 9 REV 01 740-011613 P9F1ANU SFP-SX
PIC 1 BUILTIN BUILTIN 10x 1GE
- Then choose the case priority according to its impact.
- In System/Router Name, enter the Device Name.
9- press Save
Now case is created and case number appears.
Call JTAC
How to call the JTAC:
- Call the following local number 02-25100200 then dial the following international
number 18882429217.
- You can also call Juniper Local Support Team ( that what is usually happened )
- Juniper Focused Local Support Team Contacts is shown in the following table
Juniper Local Role Email Phone
Support Team:
Contact
Local Support After hours/weekend During EXT-JFLS TE@[Link] +2 01028085003
On-call Services Outages or OR +2
degradations 01028844244
Eslam Eid LS Engineer [Link]@[Link] +2 01028085003
Abdelazim LS Engineer [Link]@sale +2 01028844244
Mohamed [Link]
Mina Atef LS Engineer [Link]@[Link] +2 01027658881
Mohamed Adel LS Engineer [Link]@[Link] +2 01022422254
Ashraf Salem JFLS Engineer Asalem@[Link] +2 01066617329
George Fouad JFLS Engineer Gsoliman@[Link] +2 01227437769
Hatem Omar Service Manager Hatem@[Link] +2 01274274895
Ask him to send a secure meeting session. He will send the following mail [ For
example] to you:
Hi NOC,
Please join this secure meeting.
Meeting Details:
--------------------------------------------
Meeting URL:
[Link]
Mobile URL:
junospulse://?method=meeting&action=join&host=[Link]&meetingid=073738
97&signin=[Link]%2Fmeeting%2F&stoken=09fccda1a96bae2c59d48dfd40ea2
cff
Password: Juniper
Access the defected device (EX: Router) and do not forget to log the session then share
SecureCRT application (Share your desktop)to the agent then he will be able to use this
application from your computer.
Explain the problem clearly to the agent over the phone; this will help him in
troubleshooting.
Focus on solving the problem as fast as possible , ask him about the problem reason,
how to be avoided, if the problem is related to a certain device version (MX104 , MX960
,.…), ask him if there is a preventive action to do on the same version other devices
Ask him to send his recommendations in a mail.
If he needs to do a critical action such as restarting a port or a card or RP switching over
…. Ask him about action impact, if there is an impact; ask him to try to find another non-
impact action if he must do such a critical action check with available senior Engineer.
If needed you can involve core operations.
Do not be hesitated to ask him about any ambiguous thing or command.
You could need to transfer files to/from Juniper router. How to transfer files to/from
Juniper router is explained in the next section
How to transfer files to/from Juniper Router?
- Transfer files from Juniper to your PC via FTP
ZGZIGW-R02J-SHR-EG> ftp [Link] source [Link]
Connected to [Link]. your pc ip
220 3Com 3CDaemon FTP Server Version 2.0
Name ([Link]: ): cisco User name/password of FTP client on your PC
331 User name ok, need password
Password:
230 User logged in
Remote system type is UNIX.
Using binary mode to transfer files.
ftp>
ftp> binary
200 Type set to I.
ftp> hash
Hash mark printing on (1024 bytes/hash mark).
ftp> lcd /var/log
Local directory now /var/log
ftp> put ldp_jtac
local: ldp_jtac remote: ldp_jtac
200 PORT command successful.
150 File status OK ; about to open data connection
100%
|*********************************************************************
*********************************************************************
*********| 50665 KB --:-- ETA
226 Closing data connection; File transfer successful.
51881255 bytes sent in 17.82 seconds (2.78 MB/s)
ftp>
ftp> put ldp_jtac.[Link]
local: ldp_jtac.[Link] remote: ldp_jtac.[Link]
200 PORT command successful.
150 File status OK ; about to open data connection
100%
|*********************************************************************
*********************************************************************
*********| 5452 KB 00:00 ETA
226 Closing data connection; File transfer successful.
5583342 bytes sent in 4.09 seconds (1.30 MB/s)
- Transfer files from your PC to juniper FTP server.
root@router> ftp [Link]
Login as user "anonymous".
Name ([Link]:jtac): anonymous .
Use your email address as the password.
Change the directory to "pub/incoming".
ftp> cd pub/incoming
If you have not created a directory with the case number, do so now, otherwise skip to step 6.
ftp> mkdir <Your Case Number>
Change the directory to the directory with your case number.
ftp> cd <Your Case Number>
Set file transfer to binary.
ftp> binary
"put" the file onto the Juniper Networks FTP server.
ftp> put <Your File Name>
Once done, you can quit.
ftp> quit
Example: Transfer files from your PC to juniper FTP server
ftp> ftp [Link]
Connected to [Link].
220 (vsFTPd 2.0.6)
Name ([Link]: ): anonymous
331 Please specify the password.
Password: your mail
230 Login successful.
Remote system type is UNIX.
Using binary mode to transfer files.
ftp> cd pub/incoming
250 Directory successfully changed.
ftp> cd <2014-0726-0097>
250 Directory successfully changed.
ftp> binary
200 Switching to Binary mode.
ftp> lcd /var/log/
Local directory now /var/log
ftp> binary
200 Switching to Binary mode.
ftp> hash
Hash mark printing on (1024 bytes/hash mark).
ftp> put ldp_jtac
local: ldp_jtac remote: ldp_jtac
200 PORT command successful. Consider using PASV.
150 Ok to send data.
100%
|*********************************************************************
*********************************************************************
*********| 16530 KB --:-- ETA
226 File receive OK.
17333551 bytes sent in 122.35 seconds (138.35 KB/s)
ftp>
ftp> put ldp_jtac.[Link]
local: ldp_jtac.[Link] remote: ldp_jtac.[Link]
200 PORT command successful. Consider using PASV.
150 Ok to send data.
100%
|*********************************************************************
*********************************************************************
*********| 4353 KB 00:00 ETA
226 File receive OK.
4457878 bytes sent in 31.61 seconds (137.71 KB/s)
ftp> put ldp_jtac.[Link]
local: ldp_jtac.[Link] remote: ldp_jtac.[Link]
200 PORT command successful. Consider using PASV.
150 Ok to send data.
100%
|*********************************************************************
*********************************************************************
*********| 5089 KB 00:00 ETA
226 File receive OK.
5211421 bytes sent in 37.82 seconds (134.56 KB/s)
ftp> put ldp_jtac.[Link]
local: ldp_jtac.[Link] remote: ldp_jtac.[Link]
200 PORT command successful. Consider using PASV.
150 Ok to send data.
100%
|*********************************************************************
*********************************************************************
*********| 5344 KB 00:00 ETA
226 File receive OK.
5472983 bytes sent in 38.97 seconds (137.14 KB/s)
ftp> put ldp_jtac.[Link]
local: ldp_jtac.[Link] remote: ldp_jtac.[Link]
200 PORT command successful. Consider using PASV.
150 Ok to send data.
100%
|*********************************************************************
*********************************************************************
*********| 4642 KB 00:00 ETA
226 File receive OK.
4753929 bytes sent in 34.49 seconds (134.59 KB/s)
Common commands:
Show system core-dumps
Core dumps are files the system creates when a process running in memory does not
finish. The portion of memory that the process was using is then dumped to a file.
Example:
[Link]@AUTO-R31J-ALX-EG> show system core-dumps
/var/crash/*core*: No such file or directory
-rw-rw---- 1 root field 420099987 Jan 12 15:40 /var/tmp/[Link]
-rw-rw---- 1 root field 404045945 Mar 4 11:45 /var/tmp/[Link]
/var/tmp/pics/*core*: No such file or directory
File list detail /var/tmp/
This command displays a list of files on the local router or switch.
Example:
[Link]@AUTO-R31J-ALX-EG> file list detail /var/tmp/
Mar 04 [Link]
/var/tmp/:
total blocks: 4378144
-rw-r--r-- 1 root field 30 Feb 7 2014 [Link]
drwxr-xr-x 2 root field 512 Apr 14 2014 gres-tp/
-rw-r--r-- 1 root field 4 Mar 4 11:47 idp_license_info
drwxrwxrwx 2 root wheel 512 May 13 2014 install/
-rw-r--r-- 1 root field 502757471 Apr 2 2014 [Link]
-rw-r--r-- 1 engineering 20 807698004 Dec 9 14:44 [Link]
-rw------- 1 engineering field 11856287 Mar 4 13:33 [Link]
-rw-r--r-- 1 root field 79 Mar 4 11:46 [Link]
-rw-r--r-- 1 root wheel 323705 Dec 6 15:03 pfe_debug_info_NPC3.0
-rw-r--r-- 1 root wheel 323515 Dec 6 15:03 pfe_debug_info_NPC3.1
-rw-r--r-- 1 root wheel 320312 Dec 19 18:39 pfe_debug_info_NPC3.2
-rw-r--r-- 1 root wheel 320419 Dec 19 18:39 pfe_debug_info_NPC3.3
-rw-r--r-- 1 root wheel 310380 Mar 1 11:29 pfe_debug_info_NPC3.4
drwxrwxrwx 2 root wheel 512 May 13 2014 pics/
-rw-r--r-- 1 root wheel 4148 Feb 24 15:36 ppe_trap_fpc3_LU_1_00.0
-r--r--r-- 1 root field 665 Dec 10 08:27 preinstall_boot_loader.conf
-rw-rw---- 1 root field 505236850 Mar 4 05:21 [Link]
-rw-rw---- 1 root field 409388316 Mar 4 08:04 [Link]
drwxr-xr-x 2 root field 512 Apr 14 2014 rtsdb/
-rw-r----- 1 root field 178 Dec 11 2014 [Link]
drwxr-xr-x 3 root field 512 Apr 14 2014 sec-download/
-rw-r--r-- 1 root wheel 249147 Feb 24 15:36 ttrace_fpc3_LU_1_00.0
-rw-r--r-- 1 root wheel 249096 Feb 24 15:36 ttrace_fpc3_LU_1_01.0
-rw-r--r-- 1 root wheel 249166 Feb 24 15:36 ttrace_fpc3_LU_1_02.0
-rw-r--r-- 1 root wheel 249159 Feb 24 15:36 ttrace_fpc3_LU_1_03.0
-rw-r--r-- 1 root wheel 249217 Feb 24 15:36 ttrace_fpc3_LU_1_04.0
-rw-r--r-- 1 root wheel 249060 Feb 24 15:36 ttrace_fpc3_LU_1_05.0
-rw-r--r-- 1 root wheel 249147 Feb 24 15:36 ttrace_fpc3_LU_1_06.0
-rw-r--r-- 1 root wheel 249067 Feb 24 15:36 ttrace_fpc3_LU_1_07.0
drwxrwxrwt 2 root wheel 512 Feb 7 2014 [Link]/
total files: 24
Once we have opened the case with JTAC, we should send the outputs of the
following commands [Don’t forget to log the session].
[Link]@KFRSHK-R05J-KFS-EG# run request support information | no-more
[Link]@KFRSHK-R05J-KFS-EG# run show log chassisd | no-more
[Link]@KFRSHK-R05J-KFS-EG# run show log messages| no-more
In Some cases, JTAC request to send whole /var/log for example, so we can
use below command on the router as it will compress the file size and then you
can send it to JTAC.
RAMSIS>file archive compress source /var/log/ destination /var/tmp/varlog-JTAC-RAMSIS
Note: - “ JRAC-RAMSIS” it is file name I have assigned to the file in” /var/tmp/varlog” Path.
