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I received my Juniper product. How do I register, activate a contract, and generate a license key or subscription? (KB ID: KB9917)

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Article URL

http://kb.juniper.net/KB9917

Synopsis

Juniper Networks requires product registration in order to enable post-sales entitlements for the product, as part of the Product Warranty.  Registering the product provides 90 day software downloads (or until contract expires) and a 20 business day Return-to-Factory for hardware replacement (or as specified by contract).

In addition to product registration, we also require products to be covered under a support contract for firmware/software upgrades and access to JTAC for technical assistance. 

Since the process for product registration, contract activation, and license or subscription key generation is not the same for all Juniper Network product lines, use the following guide to get started.

Problem

• How do I register my Juniper E, M, T, & J series router, SSL VPN, Firewall, NSM, IDP, NSR, DX, WX, or AAA/802.1x Product?
• I need to register my new device
• I have an e-certificate how do I activate it?
• How do I activate support
• I received a replacement device what do I need to do

Solution

Customer Support Center (CSC) login is required. If you do not have an account, go to: Create User Account

To view the flowchart for the steps listed below, select:  KB9917 Flowchart

Is this a New device or a Replacement for an RMA device?

• Replacement device - There is no action needed to register or activate support for an RMA Device. Juniper will register the product and move the support certificate over to the replacement device.
  
  If the returned device had a license or subscription key, skip to Step 5


• New  - Continue with Step 2

  Do you have a Juniper Firewall (NetScreen, ISG, or SSG series), NetScreen Security Manager (NSM), NetScreen-Remote (NSR), IDP, WX, or DX product?

• Yes - Continue with Step 3


• No  -  Juniper Networks  E-, M-, T- or J-series routers, SSL VPN devices, or AAA/802.1x product lines, product registration is not required.  The serial number of the device is already linked to the support contract.  Skip to Step 5
  

  Do you need to Register the device or did you Receive an Error while registering?  

Registering the product provides product warranty benefits, such as software/firmware downloads, but is not required for contract activation and license or subscription key generation.

• No, the device is already registered - Continue with Step 4


• I'm a Juniper Partner and need to register a device - go to KB9916 - How do I register a new product and activate support in the Partner Center?   For information on gaining access to the Partner page, consult KB9720 - How do I get access to Partner Page?


• I'm an End User and need to register a device - go to New Product Registration and enter the product Serial Number and (if supplied) the e-Certificate number (see sample screenshot below).  Once registered, continue with Step 4.
  
  For more information on e-Certificates, see Step 4.


• Received an Error -  (Partners, consult KB9916 - How do I register a new product and activate support in the Partner Center?)
  
  • Serial Number (s/n) is invalid -
    
    • The registration system only accepts the English character set. Check the characters entered.
    • The Firewall product uses a 16 character code for the s/n. Do not enter the leading "S"
    • The DX products use a 16 character code, but older DX models had a 4 character code for the s/n. Some of the older devices displayed leading zeros in the s/n field. If you have an older model, remove the leading zeros when registering the product.
    • WX CMS product - consult  KB9713 - How to register the WX Central Management System (CMS) Serial Number?
    • NSR product - consult KB9873 - I am trying to download software for my Netscreen-Remote, but I need a serial number before I can download

Sample Register New Product :

Do you need to Activate an e-Certificate or did you Receive an Error during activation?  

The e-Certificate is the support contract notification containing a 14 to 16 digit number used to activate support entitlement.   In some environments, the Juniper Partner will activate the e-Certificate, whereas in other environments it is the task of the End User.  To confirm if the e-Certificate is activated, use the Serial Number Entitlement Tool. For assistance: KB9807 - How do i use the Serial Number Entitlement Tool? 

• No - Continue with Step 5


• I'm a Juniper Partner and need to Activate an e-Certificate -  consult KB9916


• I'm an End User and need to Activate an e-Certificate - go to Activate Support Certificate. Once activated, Continue with Step 5


• Received an Error -  (Partners, consult KB9916)
  
  • e-Certificate link does not work. Use the Serial Number Entitlement Tool to see if the certificate is already activate. If it is not, contact your reseller.
  • Cannot see the device serial number. Check if another user at the site can see the device. If so, contact Customer Care for assistance. There could be multiple accounts for your site.
  • The start date for my e-Certificate is different than the activation date - Consult: KB9732

e-Certificates only apply to Firewall, IDP, DX, and WX product lines.

Sample e-Certificate Notification and PDF Certificate:

Do you have an Authorization code to activate for a subscription or license feature?    KB9740 - What is the difference between a license key and a subscription key?

• No - Continue with Step 6


• Activating a Subscription Authorization Code - go to: KB9731 - How do I activate a subscription license for my Firewall product?


• Activating a License Authorization Code - KB9861 - How can I generate a license key for my Juniper product

For additional assistance with product registration and contract or license & subscription activation, contact Customer Care.  Have the device serial number, error message information, and if applicable the Certificate and/or Authorization code available.

To contact Customer care:  Open a case online by logging into the Case Management tool via the Juniper support site at: Case Management .  Click on the "Create a Case" link.  Then choose the "Customer Care Case" radio button.  OR  Call Customer Care at 1-800-638-8296 (US and Canada) Select Option 2 (Outside the United States call 1-408-936-1572).

Category Description

Customer Care
By Product

Purpose

Licensing & Contracts

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