Juniper NETWORK AND SECURITY MANAGER 2010.4 - NSMXPRESS SERIES II REV... User manual

Juniper Networks Network
and Security Manager
NSMXpress Series II User Guide
Release
2010.4
Published: 2010-11-17
Revision 1
Copyright © 2010, Juniper Networks, Inc.

Juniper Networks, Inc.
1194 North Mathilda Avenue
Sunnyvale, California 94089
USA
408-745-2000
www.juniper.net
This product includes the Envoy SNMP Engine, developed by Epilogue Technology, an Integrated Systems Company. Copyright © 1986-1997,
Epilogue Technology Corporation. All rights reserved. This program and its documentation were developed at private expense, and no part
of them is in the public domain.
This product includes memory allocation software developed by Mark Moraes, copyright © 1988, 1989, 1993, University of Toronto.
This product includes FreeBSD software developed by the University of California, Berkeley, and its contributors. All of the documentation
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GateD software copyright © 1995, the Regents of the University. All rights reserved. Gate Daemon was originated and developed through
release 3.0 by Cornell University and its collaborators. Gated is based on Kirton’s EGP, UC Berkeley’s routing daemon (routed), and DCN’s
HELLO routing protocol. Development of Gated has been supported in part by the National Science Foundation. Portions of the GateD
software copyright © 1988, Regents of the University of California. All rights reserved. Portions of the GateD software copyright © 1991, D.
L. S. Associates.
This product includes software developed by Maker Communications, Inc., copyright © 1996, 1997, Maker Communications, Inc.
Juniper Networks, Junos, Steel-Belted Radius, NetScreen, and ScreenOS are registered trademarks of Juniper Networks, Inc. in the United
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Juniper Networks assumes no responsibility for any inaccuracies in this document. Juniper Networks reserves the right to change, modify,
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Products made or sold by Juniper Networks or components thereof might be covered by one or more of the following patents that are
owned by or licensed to Juniper Networks: U.S. Patent Nos. 5,473,599, 5,905,725, 5,909,440, 6,192,051, 6,333,650, 6,359,479, 6,406,312,
6,429,706, 6,459,579, 6,493,347, 6,538,518, 6,538,899, 6,552,918, 6,567,902, 6,578,186, and 6,590,785.
NSMXpress Series II User Guide
Copyright © 2010, Juniper Networks, Inc.
All rights reserved. Printed in USA.
Revision History
November 17, 2010—Revision 1
The information in this document is current as of the date listed in the revision history.
Copyright © 2010, Juniper Networks, Inc.ii

END USER LICENSE AGREEMENT
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HEREIN, THEN (A) DO NOT DOWNLOAD, INSTALL, OR USE THE SOFTWARE, AND (B) YOU MAY CONTACT JUNIPER NETWORKS
REGARDING LICENSE TERMS.
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iiiCopyright © 2010, Juniper Networks, Inc.

Software in any manner that extends or is broader than the uses purchased by Customer from Juniper or an authorized Juniper reseller; (i)
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AND ALL WARRANTIES IN AND TO THE SOFTWARE (WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE), INCLUDING ANY
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an export license.
Copyright © 2010, Juniper Networks, Inc.iv

12. Commercial Computer Software. The Software is “commercial computer software” and is provided with restricted rights. Use,
duplication, or disclosure by the United States government is subject to restrictions set forth in this Agreement and as provided in DFARS
227.7201 through 227.7202-4, FAR 12.212, FAR 27.405(b)(2), FAR 52.227-19, or FAR 52.227-14(ALT III) as applicable.
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years from the date of distribution. Such request can be made in writing to Juniper Networks, Inc., 1194 N. Mathilda Ave., Sunnyvale, CA
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15. Miscellaneous. This Agreement shall be governed by the laws of the State of California without reference to its conflicts of laws
principles. The provisions of the U.N. Convention for the International Sale of Goods shall not apply to this Agreement. For any disputes
arising under this Agreement, the Parties hereby consent to the personal and exclusive jurisdiction of, and venue in, the state and federal
courts within Santa Clara County, California. This Agreement constitutes the entire and sole agreement between Juniper and the Customer
with respect to the Software, and supersedes all prior and contemporaneous agreements relating to the Software, whether oral or written
(including any inconsistent terms contained in a purchase order), except that the terms of a separate written agreement executed by an
authorized Juniper representative and Customer shall govern to the extent such terms are inconsistent or conflict with terms contained
herein. No modification to this Agreement nor any waiver of any rights hereunder shall be effective unless expressly assented to in writing
by the party to be charged. If any portion of this Agreement is held invalid, the Parties agree that such invalidity shall not affect the validity
of the remainder of this Agreement. This Agreement and associated documentation has been written in the English language, and the
Parties agree that the English version will govern. (For Canada: Les parties aux présentés confirment leur volonté que cette convention de
même que tous les documents y compris tout avis qui s'y rattaché, soient redigés en langue anglaise. (Translation: The parties confirm that
this Agreement and all related documentation is and will be in the English language)).
vCopyright © 2010, Juniper Networks, Inc.

Copyright © 2010, Juniper Networks, Inc.vi

Table of Contents
AboutThisGuide..................................................xv
Objectives .........................................................xv
Audience ..........................................................xv
Conventions .......................................................xv
Documentation....................................................xvii
DocumentationFeedback...........................................xviii
RequestingTechnicalSupport........................................xix
Self-Help Online Tools and Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix
OpeningaCasewithJTAC........................................xix
Part 1 Using NSMXpress Series II
Chapter1 Getting Started ....................................................3
AboutNSMXpressSeriesII............................................3
Installation and Configuration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
HardwareInstallation.................................................4
NSMXpressSeriesIIPorts.........................................4
Installing the NSMXpress Series II Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
InitialSetupConfiguration.............................................8
BootNSMXpressSeriesII..........................................8
SetUpYourAppliance............................................9
CLIConfiguration.............................................9
WebInterfaceConfiguration...................................10
Chapter 2 Installing and Configuring NSM from the CLI . . . . . . . . . . . . . . . . . . . . . . . . . . 11
NavigatingtheMenus................................................11
GeneralOptions.................................................11
Usingnsm_setup................................................12
ConfiguringtheNSMSoftware.........................................13
ConfiguringaRegionalServer.........................................14
ConfiguringTypicalSettings.......................................14
ConfiguringCustomSettings......................................15
ConfiguringHighAvailability...................................15
ConfiguringAdvancedOptions..................................17
ConfiguringtheCentralManager.......................................19
ConfiguringHighAvailability.......................................20
ConfiguringAdvancedOptions.....................................22
Enabling and Configuring Remote Replication of the Database . . . . . . . 22
Configuring Standard Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
ChangingthePassword..........................................23
SettingInterfaceOptions.........................................24
viiCopyright © 2010, Juniper Networks, Inc.

SettingRoutingOptions..........................................24
Changing the NSMXpress Series II Hostname . . . . . . . . . . . . . . . . . . . . . . . . . 25
AddingDNSServers.............................................25
SettingtheSystemTime.........................................25
ForwardingLocalStatusE-mails...................................26
UpdatingSystemSecurity........................................26
SavingSetupOptions............................................27
NSMXpress Series II Default Restoration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Chapter 3 Configuring NSM from the Web Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
ConfiguringtheNSMSoftware........................................29
ConfiguringBasicSettings........................................29
ConfiguringHighAvailability.......................................32
Advanced Options ..............................................34
Enabling and Configuring Remote Replication of the Database . . . . . . . 35
Enabling and Configuring SRS (Regional Server Only) . . . . . . . . . . . . . . 36
InstallingNSMSoftware..........................................37
ManagingNSMAdministration........................................37
ChangingtheSuperuserPassword..................................37
Downloading NSM MIBS (Regional Server Only) . . . . . . . . . . . . . . . . . . . . . . 38
ExportingAuditLogs.............................................38
Exporting Device Logs (Regional Server Only) . . . . . . . . . . . . . . . . . . . . . . . . 38
Generating Reports (Regional Server Only) . . . . . . . . . . . . . . . . . . . . . . . . . . 39
ModifyingNSMConfigurationFiles.................................39
BackingUptheNSMDatabase....................................40
ChangingtheNSMManagementIP.................................41
SchedulingSecurityUpdates......................................41
ManagingSystemAdministration......................................42
Rebooting or Shutting Down NSMXpress Series II . . . . . . . . . . . . . . . . . . . . . 42
ChangingtheUserPassword......................................43
ConfiguringtheNetwork..........................................43
Network Interfaces ..........................................43
RoutingandGateways.......................................44
HostnameandDNSClients...................................44
HostAddresses.............................................45
ManagingRADIUSServers........................................45
AddingaRADIUSServer......................................46
Changing the Priority of RADIUS Servers . . . . . . . . . . . . . . . . . . . . . . . . . 47
DeletingaRADIUSServer.....................................47
Editing RADIUS Server Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
MonitoringwithSNMP...........................................48
SNMPConfiguration.........................................48
SNMPSystemInformation....................................49
SNMPTrapConfiguration.....................................50
ForwardingSyslogMessages......................................51
ViewingSyslogReceivers......................................51
Adding and Configuring Syslog Receivers . . . . . . . . . . . . . . . . . . . . . . . . . 52
Editing Syslog Receiver Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
DeletingSyslogReceivers.....................................54
Copyright © 2010, Juniper Networks, Inc.viii
NSMXpress Series II User Guide

ChangingtheSystemTime.......................................54
InstallingUpdates...............................................54
Managing Users ................................................55
Creating New NSMXpress Series II Users . . . . . . . . . . . . . . . . . . . . . . . . . 55
DeletingaUser.............................................56
EditingUserAttributes........................................57
UnderstandingUserProfiles...................................57
ConfiguringtheWebInterface.....................................58
MaintainingNSMXpressSeriesII.......................................59
ViewingSystemStatistics........................................59
CPU ......................................................59
LogRate...................................................59
CPULoad..................................................59
MemoryData...............................................60
Network Data ..............................................60
ProcessCount..............................................60
DiskData..................................................60
TileAllGraphs..............................................60
UpgradingtheRecoveryPartition..................................60
Troubleshooting ....................................................61
AuditingUserOperations.........................................61
Error Logs .....................................................63
NetworkUtilities................................................64
Ping ......................................................64
Traceroute .................................................65
Lookup....................................................65
IPSubnetCalculator.........................................66
Tech Support ..................................................66
ViewingSystemInformation..........................................67
Part 2 Appendixes
Appendix A Rack-Mounting the NSMXpress Series II Appliance . . . . . . . . . . . . . . . . . . . . 71
Rack-Mounting the NSMXpress Series II Appliance . . . . . . . . . . . . . . . . . . . . . . . . 71
Front-MountingFlushtoRack......................................71
Front-MountingRecessedinRack..................................72
Front-Rear-MountingFlushtoRack.................................73
Front-Rear- Mounting Recessed in Rack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Mid-Mount in Two Post Equipment Rack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
AppendixB NSMXpressLEDs..................................................77
NSMXpress LEDs ...................................................77
Part 3 Index
Index .............................................................81
ixCopyright © 2010, Juniper Networks, Inc.
Table of Contents

Copyright © 2010, Juniper Networks, Inc.x
NSMXpress Series II User Guide

List of Figures
Part 1 Using NSMXpress Series II
Chapter1 Getting Started ....................................................3
Figure 1: Rear Panel of NSMXpress Series II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Figure 2: Front Panel of NSMXpress Series II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Chapter 3 Configuring NSM from the Web Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Figure 3: Regional Server Configuration Main Menu . . . . . . . . . . . . . . . . . . . . . . . . 30
Figure 4: Central Manager Configuration Main Menu . . . . . . . . . . . . . . . . . . . . . . . 31
Figure5:HighAvailabilityOptions......................................32
Figure 6: Shared Disk Options for Regional Servers . . . . . . . . . . . . . . . . . . . . . . . . 33
Figure 7: Shared Disk Options for Central Managers . . . . . . . . . . . . . . . . . . . . . . . . 33
Figure8:HALinksOptions............................................33
Figure9:RedundantLinks............................................34
Figure10:HAAdvancedSettings.......................................34
Figure11:AdvancedOptionsMenu.....................................34
Figure 12: Remote Replication of Database Options . . . . . . . . . . . . . . . . . . . . . . . . 35
Figure13:SRSMenu.................................................36
Figure 14: Change Superuser Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Figure15:DownloadNSMMIBs........................................38
Figure16:ExportAuditLogs...........................................38
Figure17:ExportDeviceLogs..........................................38
Figure18:GenerateReports...........................................39
Figure19:NSMConfigurationFiles.....................................40
Figure20:DatabaseBackup...........................................41
Figure21:ChangeManagementIP......................................41
Figure22:ScheduleSecurityUpdates...................................42
Figure23:ReBootorShutDown.......................................42
Figure24:ChangeUserPassword......................................43
Figure 25: Network Interfaces Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Figure26:NetworkInterfaces.........................................44
Figure27:RoutesandGateways.......................................44
Figure28:DNSClientOptions.........................................45
Figure29:HostAddress..............................................45
Figure30:RADIUSServersDialogBox..................................46
Figure 31: Add RADIUS Server Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Figure 32: Edit RADIUS Server Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Figure33:ConfiguringSNMP..........................................49
Figure 34: Configuring SNMP System Information . . . . . . . . . . . . . . . . . . . . . . . . . 49
Figure35:ConfiguringSNMPTraps.....................................50
Figure 36: Configuring a Syslog Receiver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
xiCopyright © 2010, Juniper Networks, Inc.

Figure 37: NSMXpress Users Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Figure 38: Create NSMXpress User Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Figure 39: NSMXpress Users Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Figure40:WebInterfaceAccess.......................................59
Figure41:SystemStatistics...........................................59
Figure 42: NSMXpress Actions Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Figure43:SearchResultsDialogBox...................................63
Figure44:ReviewErrorLogs..........................................63
Figure45:ErrorLogDetail............................................63
Figure46:NetworkUtilitiesOptions....................................64
Figure47:PingUtility................................................64
Figure48:TracerouteUtility..........................................65
Figure49:LookupUtility.............................................66
Figure50:IPSubnetCalculator........................................66
Figure51:JuniperTechSupport........................................66
Figure52:SystemInformation.........................................67
Part 2 Appendixes
Appendix A Rack-Mounting the NSMXpress Series II Appliance . . . . . . . . . . . . . . . . . . . . 71
Figure 53: Front-Mounting flush to rack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Figure 54: Front-Mounting recessed in rack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Figure 55: Front-Rear-Mounting flush to rack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Figure 56: Front-Rear-Mounting recessed in rack . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Figure 57: Mid-Mount in two post equipment rack . . . . . . . . . . . . . . . . . . . . . . . . . 75
Copyright © 2010, Juniper Networks, Inc.xii
NSMXpress Series II User Guide

List of Tables
AboutThisGuide..................................................xv
Table1:NoticeIcons.................................................xvi
Table2:TextConventions............................................xvi
Table3:SyntaxConventions..........................................xvii
Table 4: Network and Security Manager Publications . . . . . . . . . . . . . . . . . . . . . . xvii
Part 1 Using NSMXpress Series II
Chapter1 Getting Started ....................................................3
Table 5: Required Ports on NSMXpress Series II . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Table6:EthernetPortLEDs............................................7
Table 7: RJ-45 Console Connector Pinout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Chapter 3 Configuring NSM from the Web Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Table8:ViewingSyslogReceivers......................................52
Table 9: NSMXpress Series II WebUI User Profiles and Permissions . . . . . . . . . . . 57
Part 2 Appendixes
AppendixB NSMXpressLEDs..................................................77
Table10:NSMXpressLEDs............................................77
xiiiCopyright © 2010, Juniper Networks, Inc.

Copyright © 2010, Juniper Networks, Inc.xiv
NSMXpress Series II User Guide

About This Guide
About This Guide contains the following sections:
•Objectives on page xv
•Audience on page xv
•Conventions on page xv
•Documentation on page xvii
•Documentation Feedback on page xviii
•Requesting Technical Support on page xix
Objectives
Juniper Networks NSMXpress Series II is an appliance version of Network and Security
Manager (NSM), a software application that centralizes control and management of
your Juniper Networks devices. With NSM, Juniper Networks delivers integrated,
policy-based security and network management for network and security devices.
NSMXpress Series II simplifies the complexity of device administration by providing single,
integrated management interfaces that control device parameters. Each appliance is
preconfigured as either a regional server or central manager.
This guide describes how you can install NSM onto your NSMXpress Series II appliance.
In addition, this guide describes how to manage the appliance using the NSM
command-line interface (CLI) or the Web interface.
Audience
This guide is intended for system administrators responsible for the security infrastructure
of their organization. Specifically, this book provides procedures for firewall and VPN
administrators, network/security operations center administrators, and system
administrators responsible for user permissions on the network.
Conventions
The sample screens used throughout this guide are representations of the screens that
appear when you install and configure the NSM software. The actual screens you see
may differ.
All examples show default file paths. If you do not accept the installation defaults, your
paths will vary from the examples.
xvCopyright © 2010, Juniper Networks, Inc.

Table 1 on page xvi defines notice icons used in this guide.
Table 1: Notice Icons
DescriptionMeaningIcon
Indicates important features or instructions.Informational note
Indicates a situation that might result in loss of data or hardware damage.Caution
Alerts you to the risk of personal injury or death.Warning
Alerts you to the risk of personal injury from a laser.Laser warning
Table 2 on page xvi defines text conventions used in this guide.
Table 2: Text Conventions
ExamplesDescriptionConvention
•Issue the clock source command.
•Specify the keyword exp-msg.
•Click User Objects
•Represents commands and keywords
in text.
•Represents keywords
•Represents UI elements
Bold typeface like this
user inputRepresents text that the user must type.Bold typeface like this
host1#
show ip ospf
Routing Process OSPF 2 with Router
ID 5.5.0.250
Router is an area Border Router
(ABR)
Represents information as displayed on
the terminal screen.
fixed-width font
Ctrl + dIndicates that you must press two or more
keys simultaneously.
Key names linked with a plus (+) sign
•The product supports two levels of
access, user and privileged.
•clusterID,ipAddress.
•Emphasizes words
•Identifies variables
Italics
Object Manager > User Objects > Local
Objects
Indicates navigation paths through the UI
by clicking menu options and links.
The angle bracket (>)
Table 3 on page xvii defines syntax conventions used in this guide.
Copyright © 2010, Juniper Networks, Inc.xvi
NSMXpress Series II User Guide

Table 3: Syntax Conventions
ExamplesDescriptionConvention
terminal lengthRepresent keywordsWords in plain text
mask, accessListNameRepresent variablesWords in italics
diagnostic | lineRepresent a choice to select one keyword or
variable to the left or right of this symbol. The
keyword or variable can be optional or required.
Words separated by the pipe ( | )
symbol
[ internal | external ]Represent optional keywords or variables.Words enclosed in brackets ( [ ] )
[ level1 | level2 | 11 ]*Represent optional keywords or variables that
can be entered more than once.
Words enclosed in brackets followed
by and asterisk ( [ ]*)
{ permit | deny } { in | out } { clusterId
| ipAddress }
Represent required keywords or variables.Words enclosed in braces ( { } )
Documentation
Table 4 on page xvii describes documentation for NSM.
Table 4: Network and Security Manager Publications
DescriptionBook
Describes the steps to install the NSM management system on a
single server or on separate servers. It also includes information on
how to install and run the NSM user interface. This guide is intended
for IT administrators responsible for the installation or upgrade of
NSM.
Network and Security
Manager Installation Guide
Describes how to use and configure key management features in
the NSM. It provides conceptual information, suggested workflows,
and examples. This guide is best used in conjunction with the NSM
Online Help, which provides step-by-step instructions for performing
management tasks in the NSM user interface (UI).
This guide is intended for application administrators or those
individuals responsible for owning the server and security
infrastructure and configuring the product for multiuser systems. It
is also intended for device configuration administrators, firewall
and VPN administrators, and network security operation center
administrators.
Network and Security
Manager Administration
Guide
Describes NSM features related to device configuration and
management. It also explains how to configure basic and advanced
NSM functionality, including deploying new device configurations,
managing security policies and VPNs, and general device
administration.
Network and Security
Manager Configuring
ScreenOS and IDP Devices
Guide
xviiCopyright © 2010, Juniper Networks, Inc.
About This Guide

Table 4: Network and Security Manager Publications (continued)
DescriptionBook
Provides procedures for basic tasks in the NSM user interface. It
also includes a brief overview of the NSM system and a description
of the GUI elements.
Network and Security
Manager Online Help
Provides complete syntax and a description of the Simple Object
Access Protocol (SOAP) messaging interface to NSM.
Network and Security
Manager API Guide
Provides the latest information about features, changes, known
problems, resolved problems, and system maximum values. If the
information in the Release Notes differs from the information found
in the documentation set, follow the Release Notes.
Release Notes are included on the corresponding software CD and
are available on the Juniper Networks Website.
Network and Security
Manager Release Notes
Describes how to set up and manage the NSM appliances as a
central manager or regional server.
NSMXpress and NSM3000
User Guide
Describes how to set up and manage the NSMXpress Series II
appliance as a central manager or regional server.
NSMXpress Series II User
Guide
Provides details about configuring the device features for all
supported Infranet Controllers.
Network and Security
Manager Configuring
Infranet Controllers Guide
Provides details about configuring the device features for all
supported Secure Access Devices.
Network and Security
Manager Configuring Secure
Access Devices Guide
Provides details about configuring the device features for all
supported EX Series platforms.
Network and Security
Manager Configuring EX
Series Switches Guide
Provides details about configuring the device features for all
supported J Series Services Routers and SRX Series Services
Gateways.
Network and Security
Manager Configuring J
Series Services Routers and
SRX Series Services
Gateways Guide
Provides details about configuring the device features for M Series
and MX Series platforms.
Network and Security
Manager M Series and MX
Series Devices Guide
Documentation Feedback
We encourage you to provide feedback, comments, and suggestions so that we can
improve the documentation. You can send your comments to
[e-mail], or fill out the documentation feedback form at
https://www.juniper.net/cgi-bin/docbugreport/. If you are using e-mail, be sure to include
the following information with your comments:
Copyright © 2010, Juniper Networks, Inc.xviii
NSMXpress Series II User Guide

•Document name
•Document part number
•Page number
•Software release version (not required for Network Operations Guides [NOGs])
Requesting Technical Support
Technical product support is available through the Juniper Networks Technical Assistance
Center (JTAC). If you are a customer with an active J-Care or JNASC support contract,
or are covered under warranty, and need postsales technical support, you can access
our tools and resources online or open a case with JTAC.
•JTAC policies—For a complete understanding of our JTAC procedures and policies,
review the JTAC User Guide located at
http://www.juniper.net/us/en/local/pdf/resource-guides/7100059-en.pdf .
•Product warranties—For product warranty information, visit
http://www.juniper.net/support/warranty/ .
•JTAC Hours of Operation —The JTAC centers have resources available 24 hours a day,
7 days a week, 365 days a year.
Self-Help Online Tools and Resources
For quick and easy problem resolution, Juniper Networks has designed an online
self-service portal called the Customer Support Center (CSC) that provides you with the
following features:
•Find CSC offerings: http://www.juniper.net/customers/support/
•Search for known bugs: http://www2.juniper.net/kb/
•Find product documentation: http://www.juniper.net/techpubs/
•Find solutions and answer questions using our Knowledge Base: http://kb.juniper.net/
•Download the latest versions of software and review release notes:
http://www.juniper.net/customers/csc/software/
•Search technical bulletins for relevant hardware and software notifications:
https://www.juniper.net/alerts/
•Join and participate in the Juniper Networks Community Forum:
http://www.juniper.net/company/communities/
•Open a case online in the CSC Case Management tool: http://www.juniper.net/cm/
To verify service entitlement by product serial number, use our Serial Number Entitlement
(SNE) Tool: https://tools.juniper.net/SerialNumberEntitlementSearch/
Opening a Case with JTAC
You can open a case with JTAC on the Web or by telephone.
xixCopyright © 2010, Juniper Networks, Inc.
About This Guide

•Use the Case Management tool in the CSC at http://www.juniper.net/cm/ .
•Call 1-888-314-JTAC (1-888-314-5822 toll-free in the USA, Canada, and Mexico).
For international or direct-dial options in countries without toll-free numbers, visit us at
http://www.juniper.net/support/requesting-support.html
Copyright © 2010, Juniper Networks, Inc.xx
NSMXpress Series II User Guide