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Cisco 3800 Series Integrated Services Routers

Field Notice: FN - 63760 - CISCO3825 & CISCO3845 Might Fail to Boot After a Power Cycle - Fix on Failure

Field Notice: FN - 63760 - CISCO3825 & CISCO3845 Might Fail to Boot After a Power Cycle - Fix on Failure

Revised June 26, 2014
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
1.2
26-JUN-2014
Updated the Workaround/Solution and How To Identify Hardware Levels sections.
1.1
24-MAR-2014
Updated the Products Affected Section
1.0
03-MAR-2014
Initial Public Release

Products Affected

Products Affected
C3825-NOVPN
CISCO3825
CISCO3825-DC
CISCO3825C/K9
C3845-NOVPN
CISCO3845
CISCO3845-DC
CISCO3845C/K9

Problem Description

The CISCO3825 & CISCO3845 Series hardware (listed in the Products Affected section) might fail to boot up after a 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 Symptoms

If the CISCO3825 & CISCO3845 Series hardware (listed in the Products Affected section) has been in continuous operation for approximately 24 months, then the 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:

  • Power cycle the entire product 
  • Power cycle after installation or software upgrade
  • Manual or facility power interruption

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 problem symptoms include these memory failure messages that might be observed on suspect routers:

  • Bad RAM
  • SDRAM ECC Error

Workaround/Solution

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

Please refer to this table for the appropriate Memory Product ID replacement:

PID
Action
PID Replacement
Quantity
MEM3800-512D(=)
Replace Memory Module
MEM3800-512D=
1
MEM3800-256D(=)
Replace Memory Module
MEM3800-256D=
1

Note: Routers may have multiple DIMMs. Please verify the individual DIMM slots using the command in the "How to Identify Hardware Levels" section of this Field Notice.

Please refer to the SDRAM DIMM Removal and Installation section of the Cisco 3800 Series Hardware Installation Guide in order to replace the Memory modules on CISCO3825 & CISCO3845 Series products.

How To Identify Hardware Levels

Enter the show platform command in order to obtain the size of the DIMM(s) of the router in question. If there is no DIMM in the second slot "Memory Slot Empty" will show in the output. Please see the output below as reference. If the CLI is not available, physically inspect in order to locate 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:

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