Field Notice: FN - 63553 - C7600 Might Fail to Boot Up after a Software Upgrade or Power Cycle - Replace on Failure

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	Publish Date	Comments
1.0	06-Dec-16	Initial Release
10.0	14-Nov-17	Migration to new field notice system
10.1	23-Aug-18	Updated the Defect Information Section

Products Affected

Affected Product ID	Comments
76-ES+T-20G
76-ES+T-20G=
76-ES+T-2TG
76-ES+T-2TG=
76-ES+T-40G
76-ES+T-40G=
76-ES+T-4TG
76-ES+T-4TG=
76-ES+XC-20G3C
76-ES+XC-20G3C=
76-ES+XC-20G3CXL
76-ES+XC-20G3CXL=
76-ES+XC-40G3C
76-ES+XC-40G3C=
76-ES+XC-40G3CXL
76-ES+XC-40G3CXL=
76-ES+XT-2TG3C
76-ES+XT-2TG3C=
76-ES+XT-2TG3CXL
76-ES+XT-2TG3CXL=
76-ES+XT-4TG3C
76-ES+XT-4TG3C=
76-ES+XT-4TG3CXL
76-ES+XT-4TG3CXL=
7600-ES+20G3C
7600-ES+20G3C=
7600-ES+20G3CXL
7600-ES+20G3CXL=
7600-ES+2TG3C
7600-ES+2TG3C=
7600-ES+2TG3CXL
7600-ES+2TG3CXL=
7600-ES+40G3C
7600-ES+40G3C=
7600-ES+40G3CXL
7600-ES+40G3CXL=
7600-ES+4TG3C
7600-ES+4TG3C=
7600-ES+4TG3CXL
7600-ES+4TG3CXL=
7600-ES20-10G3C
7600-ES20-10G3C=
7600-ES20-10G3CXL
7600-ES20-10G3CXL=
7600-ES20-GE3C
7600-ES20-GE3C=
7600-ES20-GE3CXL
7600-ES20-GE3CXL=
7600-SIP-200
7600-SIP-200=
7600-SIP-400
7600-SIP-400=
7600-SIP-600
7600-SIP-600=
7600-SSC-400
7600-SSC-400=
RSP720-3C-10GE
RSP720-3C-10GE=
RSP720-3C-GE
RSP720-3C-GE=
RSP720-3CXL-10GE
RSP720-3CXL-10GE=
RSP720-3CXL-GE
RSP720-3CXL-GE=
WS-IPSEC-3
WS-IPSEC-3=
WS-X6582-2PA
WS-X6582-2PA=

Defect Information

Defect ID	Headline
CSCvf34445	There were no defects filed with this field notice at the time of publication.

Problem Description

C7600 might fail to boot up after a software upgrade or other user action 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 Symptom

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 or more of these actions:

• Upgrade the software
• Reload the entire product
• Reload after installation
• Online Insertion Removal/Replacement (OIR)

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

The card symptoms observed are shown here:

The card fails to boot up. One of these symptoms might be observed in the syslog:

*May 16 02:59:54.575: %PM_SCP-SP-1-LCP_FW_ERR: System resetting module 1 to recover from error: Linecard received system exception

*May 16 02:59:54.575: %OIR-SP-3-PWRCYCLE: Card in module 1, is being power-cycled Off (Module Reset due to exception or user request)

Alternatively, the card might crash repeatedly with this error reported in the syslog:

%EARL-DFC
   
    -2-PATCH_INVOCATION_LIMIT: 10 Recovery patch invocations in the 
   last 30 secs have been attempted. Max limit reached

Offline diagnostic test item ST4 captures the suspect memory chip.

Workaround/Solution

Normal SmartNet and warranty entitlement rules remain in place and are applied by the Cisco Technical Assistance Center (TAC) if you experience a failure in one of the products listed in the Field Notice. In other circumstances, such as out of warranty or out of contract, Cisco encourages you to raise your concern directly with your Cisco account team.

Fix on Failure Replacement Guidelines: Request Return Material Authorization (RMA) product through normal service support channels.

If you need assistance in order to determine which hardware part(s) might need replacement, consult the error messages documented in the Problem Symptom section.

Fix on Failure Replacement Guidelines: Request Memory module on failure via RMA process.

For other Product Affected cards, request a spare PID through RMA process on failure.

In some C7600 cards, the memory module can be replaced in customer sites and are listed in the table below.

PID	Action	PID Replacement	Quantity
7600-SIP-200(=)	Replace memory module on failure	MEM-SIP-200-512M=	1
		MEM-SIP-200-1G=	1
WS-X6582-2PA(=)	Replace memory module on failure	MEM-CC-WAN-512M=	2
		MEM-CC-WAN-256M=	2

 

See Memory Installation and Removal for instructions to replace the Memory modules on this product.

Please Note: The below PIDs have reached the End of Support and Cisco will not be able to support any replacements.

PID	End of Support Notice	End of Support Date
7600-ES20-10G3C(=)	EOL6952	03/31/2016
7600-ES20-10G3CXL(=)	EOL6952	03/31/2016
7600-ES20-GE3C(=)	EOL6952	03/31/2016
7600-ES20-GE3CXL(=)	EOL6952	03/31/2016
7600-ES+2TG3C(=)	EOL7283	11/30/2016
7600-ES+2TG3CXL(=)	EOL7283	11/30/2016
7600-ES+4TG3C(=)	EOL7283	11/30/2016
7600-ES+4TG3CXL(=)	EOL7283	11/30/2016

How To Identify Affected Products

Enter the show inventory command in order to obtain the Product ID (PID). If the CLI is not available, physically inspect for the PID.

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:

• Open a service request on Cisco.com
• By email
• By telephone

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