Field Notice: FN - 63758 - ASR5000 and ASR5500 Products 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	07-Oct-16	Initial Release
10.0	13-Oct-17	Migration to new field notice system
10.1	01-Aug-18	Updated the Concept Tags

Products Affected

Affected Product ID	Comments
ASR55-DPC-K9
ASR55-MIO-10GL2K9
ASR55-MIO-10GS2K9
ASR5K-PSC-K9
ASR5K-SMC-K9

Defect Information

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

Problem Description

The Cisco Aggregation Services Router (ASR) 5000 and 5500 (listed in the Products Affected section) 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 www.cisco.com/go/memory.

PLEASE NOTE: The products listed in this Field Notice have lower than expected failure rates. This assessment is based on actual usage of affected memory components, observed field failure rates, and product replacements since 2012.

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: The issue does not affect boards while the boards are in operation. The board failure may occur after one or more of the above conditions are met.

The card symptoms observed are shown here:

• Card fails to boot
• Card reports memory failure

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 and memory modules 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.

PID	Action	PID Replacement	Quantity
ASR55-DPC-K9	Replace line card	ASR55-DPC-K9=	1
ASR55-MIO-10GL2K9	Replace line card	ASR55-MIO-10GL2K9=	1
ASR55-MIO-10GS2K9	Replace line card	ASR55-MIO-10GS2K9=	1
ASR5K-SMC-K9	Replace line card	ASR5K-SMC-K9=	1
ASR5K-PSC-K9	Replace line card	ASR5K-PSC-16G-K9=	1

End of Support PID

PID	End of Support Notice	End of Support Date
ASR5K-PSC-K9	EOL7331	07/31/2016

How To Identify Affected Products

FOR DPC and MIO: Fix on Failure
There is no CLI available for DPC and MIO cards, a physical inspection for the PID is required.

For system management controller (SMC): Fix on Failure:
Issue the CLI command "show inventory" to obtain PID.

For PSC Card: Fix on Failure

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

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.