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Cisco Services Modules

Field Notice: FN - 63522 - Catalyst 6500/Cisco 7600 Series Router - Firewall Service Module (FWSM) - Some Service Modules Might Fail to Boot Up After a Software Upgrade or Power Cycle – Fix on Failure

Field Notice: FN - 63522 - Catalyst 6500/Cisco 7600 Series Router - Firewall Service Module (FWSM) - Some Service Modules Might Fail to Boot Up After a Software Upgrade or Power Cycle – Fix on Failure

March 3, 2014


NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision Date Comment
1.0
03-MAR-2014
Initial Public Release

Products Affected

Products Affected
WS-SVC-FWM-1-K9(=) 

Problem Description

Some Firewall Service Modules (FWSM) might fail to boot up after a software upgrade or other user actions where the board requires a power cycle operation.

Background

Cisco has been working with some customers on an issue related to memory components manufactured by a single supplier between 2005 and 2010. These memory components are widely used across the industry and are included in a number of Cisco products. 

Although the majority of Cisco products using these components are experiencing field failure rates below expected levels, some components may fail earlier than anticipated. A handful of our customers have recently experienced a higher number of failures, leading us to change our approach to managing this issue. 

While other vendors have chosen to address this issue in different ways, Cisco believes its approach is the best course of action for its customers. Despite the cost, we are demonstrating that we always make customer satisfaction a top priority. Customers can learn more about this topic at Memory Component Issue web page.

A degraded component will not affect the ongoing operation of a device, but will be exposed by a subsequent power cycle event. This event will result in a hard failure of the device, which cannot be recovered by a reboot or additional power cycle. For these reasons, additional caution is recommended for operational activities requiring the simultaneous power cycling of multiple devices. This issue has been observed most commonly on devices that have been in service for 24 months or more.

Problem Symptoms

If the suspected hardware has been in operation for approximately 24 months, the product hardware might fail to boot up due to memory failure during a power cycle event. This is caused by one of more of these actions:

  • Upgrade the software
  • Reload the entire system chassis
  • Reload after installation
  • Online Insertion Removal/Replacement (OIR)
  • Recover from a power outage

Note: This issue does not affect modules while in operation. The board failure might occur after one or more of the actions listed is executed.

Here is the FWSM symptom that is observed: During the bootup cycle, this error message might appear in the console log.

NP[1] status: FAILURE
NP[2] status: FAILURE
NP[3] status: READY
NP Boot timed out. Operational code not downloaded. Reset System

===========================================================

FATAL ERROR: Couldn't initialize the Network Processors!!!
Please reboot the system.

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Workaround/Solution

Fix on Failure Replacement Guidelines: Request RMA product through normal service support channels.

How To Identify Hardware Levels

Enter the show inventory command in order to obtain the Product ID (PID). If the CLI is not available, physically inspect the device in order to locate the PID. The PID for the FWSM is shown as WS-SVC-FWM-1.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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