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Cisco ASR 1000 Series Aggregation Services Routers

Field Notice: FN - 63555 - ASR1000: ASR1013/06-PWR-AC and ASR1013/06-PWR-DC Power Supply may have intermittent failure during operation -- Upgrade program available

Field Notice: FN - 63555 - ASR1000: ASR1013/06-PWR-AC and ASR1013/06-PWR-DC Power Supply may have intermittent failure during operation -- Upgrade program available

September 7, 2012


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
07-SEP-2012
Initial Public Release

Products Affected

Products Affected
ASR1013/06-PWR-AC 
ASR1013/06-PWR-DC 

Problem Description

A defect has been identified in a subset of the ASR1013/06-AC(=) and ASR1013/06-DC(=) power supplies that can result in intermittent failure of a power supply unit.

Background

Power supplies ASR1013/06-PWR-AC(=) and ASR1013/06-PWR-DC(=) shipped from June/2011to June/2012 may fail overtime due to a corrosion on the board-to-board connector.

ASR1000 product family has redundant power supplies, so the system will not have a functional failure until two power supply units within the same zone fail. Show commands, syslog messages and SNMP traps are available to detect failures of individual power supply units so that they may be replaced in a timely manner to prevent system down situation.

Note 1:
ASR1k Power Supply is a redundant system with integrated fans. The router will be fully functional if one of the P/S fails. However, the power supply is required to be plugged in for the integrated fans to provide cooling for the system.

Problem Symptoms

The end-user will see one or more of the power supplies in the system intermittently cycling off and on. The problem may take many months to develop after the system has been installed and is operational.

Customer can do the following to confirm that the PS is off or has failed:
1. Check that the PS switch is turned on
2. Check that the PS Vin is in the expected range (121V AC in the example below)
3. Check the PS Vout value
===========
Router>show env summary
Number of Critical alarms: 0
Number of Major alarms: 0
Number of Minor alarms: 0
Slot Sensor Current State Reading
---- ------ ------------- -------
4 V1: VMA Normal 1069 mV
[... Other Sensors ...]
P0 PEM Iout Normal 12 A
P0 PEM Vout Normal 11 V AC <-This PS is ok (Vout should be 11 V or 12 V)

P1 PEM Vout Normal 2 V AC <-Vout should be ~ 11V or 12V, This PS has failed
P1 PEM Vin Normal 121 V AC <-Vin is OK
P3 PEM Vout Normal 0 V AC <-This PS is not plugged in
P3 PEM Vin Normal 1 V AC <-Vin is out of range
P3 Temp: PEM Normal 21 Celsius
P3 Temp: FC Fan Speed 65% 22 Celsius
[... Other Sensors ...]
?Router>
=================

Workaround/Solution

Cisco recommends replacing the suspect ASR1013/06-PWR-AC(=) and ASR1013/06-PWR-DC(=) by filling information in Upgrade form at the end of this notice.

Cisco has taken corrective actions and implemented the necessary changes to correct the problem on ASR1013/06-AC(=) and ASR1013/06-DC(=) power supplies shipped after June/2012.

Please refer to "How to Identify Hardware Levels" below for instructions on how to view the version and serial number.

How To Identify Hardware Levels

To identify the failed power supply S/N number, do:
===========
Router>show inventory
NAME: "Chassis", DESCR: "Cisco ASR1013 Chassis"
PID: ASR1013 , VID: V00, SN: FOX1412GAAH <-This is System Serial Number
[... other items ...]
NAME: "Power Supply Module 0", DESCR: "Cisco ASR1013 AC Power Supply"
PID: ASR1013-PWR-AC , VID: V00, SN: QCS1410N001
NAME: "Power Supply Module 1", DESCR: "Cisco ASR1013 AC Power Supply"
PID: ASR1013-PWR-AC , VID: V00, SN: QCS1410N01P
NAME: "Power Supply Module 2", DESCR: "Cisco ASR1013 AC Power Supply"
PID: ASR1013-PWR-AC , VID: V00, SN: QCS1526N03L <-This is PS Serial Number
NAME: "Power Supply Module 2", DESCR: "Cisco ASR1013 AC Power Supply"
PID: ASR1013-PWR-AC , VID: V00, SN: QCS1345N03S?
Router>

The S/N of the power supplies can also be visually identified as shown in the following picture:


Once the S/N has been identified, customers can do:

PID# Revision Steps Action
ASR1013/06-PWR-AC V01 Serial Number Valication Tool If Affected, request replacement by filling Upgrade form at end of FN
ASR1013/06-PWR-DC V01 Serial Number Valication Tool If Affected, request replacement by filling Upgrade form at end of FN


Upgrade Program

ASR1013/06-PWR-AC=, ASR1013/06-PWR-DC=
You will receive an email within a couple of days with an Order Number.If you need status of your Order, follow these directions:

If you were given a Sales Order Number for the shipment of your replacement parts, please refer to the SO Status Tool (Please note: you must have a CCO User ID and Password to access this site): http://tools.cisco.com/qtc/status/tool/action/LoadOrderQueryScreen

If you were given an RMA Number for the shipment of your replacement parts, please refer to the RMA Status Tool (Please note: you must have a CCO User ID and Password to access this site): http://tools.cisco.com/serviceordertools/svostatus/query.do

If you have not received an email with an Order Number after 3 business days, please send an email with your Request Number, Customer Name and PID in the subject line to:
umpire-escalations@cisco.com

Note: Fields marked with an asterisk (*) are required fields.

Requestor Information
*Name
*E-mail Address
TAC SR Number
Customer Shipping Information
*Company
*Address
Address_line2
*City
*State/Province
*ZIP/Postal Code
*Country
Product
Product *Quantity *Serial# 2
ASR1013/06-PWR-AC=
ASR1013/06-PWR-DC=
Customer Contact Information
*First Name
*Last Name
*Phone 1 Ext.
Fax 1 Ext.
*E-Mail
Please use the following format: user@domain.com
*Upgrade Order Reference Number
Please provide a number that you can use when inquiring about order status
Notes
1 For phone and fax, include 011 and the country code outside North America.

2 The serial number input field for each Product ID can hold up to 4,000 characters, including commas and white space. For longer lists of serial numbers, please submit additional requests.

3 For customers in Japan only *** please enter the building and the floor in the address field. Also, enter the contact person's name, the telephone number and the e-mail address in the appropriate fields..

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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