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Cisco AS5300 Series Universal Gateways

Field Notice: FN - 63769 - AS5400XM & AS5350XM Might Fail to Boot After a Power Cycle - Fix on Failure

Field Notice: FN - 63769 - AS5400XM & AS5350XM Might Fail to Boot After a Power Cycle - Fix on Failure

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
1.0
03-MAR-2014
Initial Public Release

Products Affected

Products Affected
AS5350XM  
AS535XM-AC-RPS
AS5400XM
AS54XM-AC-RPS
AS54XM-DC-RPS

Problem Description

The Cisco AS5400XM & AS5350XM 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.

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 Symptoms

If the Cisco AS5400XM & AS5350XM 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 No memory detected at DIMM x memory failure message might be observed on suspect AS5350XM and AS5400XM products.

Workaround/Solution

Fix on Failure Replacement Guidelines: Request Memory RMA through normal service support channels.

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

PID
Action
PID Replacement
Quantity
MEM-1024M-AS5XM(=)
Replace Memory Module
MEM-1024M-AS5XM=
1
MEM-512M-AS5XM(=)
Replace Memory Module
MEM-512M-AS5XM=
1

Please refer to the Cisco AS5400XM Universal Gateway Chassis Installation Guide and the Cisco AS5350 Universal Gateway Chassis Installation Guide in order to replace the Memory modules on the AS5400 & AS5350.

How To Identify Hardware Levels

Enter the show inventory command in order to obtain the Product ID (PID). 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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