Guest

Cisco ASR 9000 Series Aggregation Services Routers

Field Notice: FN - 63604 - ASR 9000/ASR 9001 - Some Enhanced Ethernet Line Cards Might Not Boot or Might Fail During Operation Due to Memory Error - Upgrade Program Available

Field Notice: FN - 63604 - ASR 9000/ASR 9001 - Some Enhanced Ethernet Line Cards Might Not Boot or Might Fail During Operation Due to Memory Error - Upgrade Program Available

April 18, 2013


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
18-APR-2013
Initial Public Release

Products Affected

Products Affected Top Assembly Number Comments
A9K-1X100GE-TR(=) 
68-4640-02
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4640-03 and higher is good.
A9K-24X10GE-SE(=) 
68-3671-05 
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-3671-06 and higher is good.
A9K-24X10GE-TR(=) 
68-4330-05
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4330-06 and higher is good.
A9K-2X100GE-SE(=) 
68-3624-05
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-3624-06 and higher is good.
A9K-2X100GE-TR(=) 
68-4331-05 
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4331-06 and higher is good.
A9K-36X10GE-SE(=) 
68-4335-03
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4335-04 and higher is good.
A9K-36X10GE-TR(=) 
68-4338-03 
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4338-04 and higher is good.
A9K-MOD160-SE(=) 
68-3720-06 
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-3720-07 and higher is good.
A9K-MOD160-TR(=) 
68-4328-06
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4328-07 and higher is good.
A9K-MOD80-SE(=) 
68-4084-06 
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4084-07 and higher is good.
A9K-MOD80-TR(=) 
68-4329-06 
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4329-07 and higher is good.
ASR-9001(=) 
68-4260-01 
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4260-02 and higher is good.
A9K-1X100GE-SE(=) 
68-4639-02 
Not all serial numbers are affected, check the serial number in the Workaround/Solution section. A Top Assembly Number (TAN) of 68-4639-03 and higher is good.

Problem Description

Some ASR 9000 Series Aggregation Services Routers (ASR 9000) Enhanced Ethernet line cards and ASR 9001 chassis might not boot or might fail during operation with a memory error or a line card failure.

Background

Cisco has identified two issues with a specific DIMM supplier.

Issue #1: A batch of DIMM modules used on suspected hardware between June 2012 to August 2012. Based on field failure and Cisco's analysis, the current failure rate observed is low.

Issue #2: A batch of DIMM modules used on suspected hardware between November 2012 to December 2012. Based on field failure and Cisco's analysis, this issue causes the boards to fail early in the lifecycle.

Not all ASR 9000 hardware shipped in this period is affected. Use the Serial Number Validation Tool to verify suspect hardware.

The supplier has identified the manufacturing issue on the DIMM modules and implemented corrective actions.

Problem Symptoms

The suspected ASR 9000 Enhanced Ethernet line cards and ASR 9001 chassis might not boot on power-up or might fail during operation with a memory error or hardware failure. These error messages might be seen for both issues.

Error message #1:

Error message #2:

Note: No syslog or error message will be seen when the hardware has power-up or boot-up issues.

Workaround/Solution

The suspected DIMM can be traced by the serial number of the ASR 9000 Enhanced Ethernet line card or the ASR 9001 chassis. The failure symptoms for each issue are the same, and the time to failure for each issue is different. Therefore, each issue is listed separately.

Use this table to check for Issue #1 and Issue #2 and take appropriate actions.

Description
Check
Output
User Action
Issue #1
Affected or Not Affected

If affected:
Step 1: Check the Top Assembly Number in the Products Affected section.
Step2: An optional replacement request may be submitted. Use the Upgrade Program form at end of this field notice.

If not affected, a replacement is not required.

Issue #2
Affected or Not Affected
If affected:
Step 1: Check the Top Assembly Number in the Products Affected section.
Step2: Request replacement with the Upgrade Program form at end of this field notice.

If not affected, a replacement is not required.

Note: The Serial Number Validation Tool is updated periodically. Not all serial numbers are affected. Check the serial number and the TAN to determine if hardware is good or affected.

The customer Service Level Agreement (SLA) does not apply for field notice upgrade replacement requests.

How To Identify Hardware Levels

The ASR 9001 chassis and ASR 9000 Enhanced Ethernet line card Product ID (PID), TAN, and serial number can be found in two ways:

  1. Enter the show diag command to obtain the PID, TAN, and serial number. See the output sample for the suspected A9K-MOD80-TR line card.

  2. Physically check the line card or chassis. Use the hardware pictures to identify the PID, board with serial number, and TAN.

    1. A9K-36x10GE-TR(=), A9K-36x10GE-SE(=), A9K-24x10GE-TR(=), A9K-24x10GE-SE(=)

    2. A9K-MOD80-TR(=), A9K-MOD80-SE(=), A9K-MOD160-TR(=), A9K-MOD160-SE(=)

    3. A9K-2x100GE-TR(=), A9K-2x100GE-SE(=), A9K-1x100GE-TR(=)

    4. ASR-9001(=)

Upgrade Program

ASR 9000/ASR 9001 - Some Enhanced Ethernet Line Cards Might Not Boot or Might Fail During Operation Due to Memory Error - Upgrade Program Available
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 "Service Order QuickSearch" Tool at the following location (Please note: you must have a CCO User ID and Password to access this site): http://tools.cisco.com/support/serviceordertool/home.svo

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
A9K-MOD80-TR=
A9K-MOD80-SE=
A9K-24X10GE-TR=
A9K-24X10GE-SE=
ASR-9001=
A9K-36X10GE-SE=
A9K-36X10GE-TR=
A9K-MOD160-TR=
A9K-MOD160-SE=
A9K-2X100GE-SE=
A9K-2X100GE-TR=
A9K-1X100GE-SE=
A9K-1X100GE-TR=
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:

Receive Email Notification For New Field Notices

Cisco Notification Service—Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.