Field Notice: FN - 63772 - IP Phones - May Fail to Boot-Up After A 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	13-Dec-16	Initial Release
10.0	27-Sep-17	Migration to new field notice system
10.1	05-Dec-17	Migration to field notice system.
10.2	11-Oct-18	Updated the Defect Information Section

Products Affected

Affected Product ID	Comments
CP-7942G
CP-7942G=
CP-7945G
CP-7945G=
CP-7962G
CP-7962G=
CP-7965G
CP-7965G=
CP-7975G
CP-7975G=
CP-CKEM-C
CP-CKEM-W

Defect Information

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

Problem Description

IP Phones (listed in the Products Affected section) might fail to boot up after any power cycle event on the phone. This can be from a power cube, Power over Ethernet (PoE), or a recycle of the access switch while PoE is in use.

Phones that fail remain in a stalled boot-up state where the LCD is blank and the speakerphone lamp is lit. The phone will no longer recover back to an operational state.

Background

Cisco has been working with some customers on an issue related to memory components manufactured by a single supplier between 2009 and 2011. 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 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 caused by one or more of these conditions:

• Power cycle from a power cube
• PoE
• Recycle of the access switch while PoE is in use

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

After a power cycle event, the memory might malfunction which leads to a boot-up failure. The failure would be a hard failure, that is, it cannot recover with another power cycle or reboot. This issue might be observed on suspect hardware after approximately 24 months in operation.

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 through normal service support channels.

For the CP-7962G(=) phone, the replacement PID is the CP-7965G(=) phone.

If you need assistance in order to determine which hardware part(s) might need replacement, consult the Problem Symptom section.

How To Identify Affected Products

If CLI is not available physically inspect for 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:

• Open a service request on Cisco.com
• By email
• By telephone

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