Ok, thanks. In this case, there is no support contract with the unit. The customer tried to renew support for them, but was told none was availalbe becuse they are an EOL product. It doesn't look like I can start a case with JTAC unless there is an active support agreement.
I will try updating the firmware to a newer version, and hopefully that will fix it. These are schduled to be relpaced in the next six months, but maybe we will need to expedite that if this doesn't work.