Field Notice: FN - 63781 - ESR10K - Products Affected 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	05-Dec-16	Initial Release
10.0	09-Oct-17	Migration to new field notice system
10.1	23-Aug-18	Updated the Defect Information Section

Products Affected

Affected Product ID	Comments
AP10KREDGE
AP2HHFE
AP2HHGE
ESR-HH-1GE
ESR-HH-1GE=
ESR-HH-8FE-TX
ESR-HH-8FE-TX=
ESR-PRE2
ESR-PRE2=
ESR-PRE3
ESR-PRE3=
ESR1OC48/P/SRPSML
ESR1OC48/P/SRPSML=
ESR1OC48/P/SRPSMS
ESR1OC48/P/SRPSMS=

Defect Information

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

Problem Description

The ESR10K (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 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 ESR10K (listed in the Products Affected section) has been in continuous operation for approximately 24 months, then 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: 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.

Workaround/Solution

Normal SmartNet and warranty entitlement rules remain in place and will be applied by the Cisco TAC if you experience a failure in one of the products listed in the Field Notices. In other circumstances (e.g. out of warranty or out of contract), we'd encourage you to raise your concern directly with your Cisco account team.

Fix on failure Replacement Guidelines: One-to-one replacement for the affected PID. Request RMA product 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.

Note: These Product IDs (PIDs) are affected but have now reached end of support:

PID	End of Support Date	EOL Notice
ESR-PRE2=	30-Nov-2016	EOL7632

How To Identify Affected Products

Enter the show inventory command in order to obtain the Product ID (PID). If the CLI is not available, physically inspect the device 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:

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

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