Field Notice: FN - 64006 - C819HG-xx, C819HG-4G-xx, GRWIC-4G-LTE-x & CGM-3G-XXXX - Possible Corruption of Cellular Data Modem Firmware - Workaround Provided

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	30-May-17	Initial Release
10.0	07-Oct-17	Migration to new field notice system

Products Affected

Affected Product ID	Comments
C819HG-4G-A-K9
C819HG-4G-G-K9
C819HG-4G-V-K9
C819HG-B-K9
C819HG-S-K9
C819HG-U-K9
C819HG-V-K9
CGM-3G-EVDO-S
CGM-3G-EVDO-V
CGM-3G-HSPA-A
CGM-3G-HSPA-AB-G
CGM-3G-HSPA-G
GRWIC-4G-LTE-A
GRWIC-4G-LTE-G
GRWIC-4G-LTE-V

Defect Information

Defect ID	Headline
CSCup72272	Cellular modem hanging and stops passing traffic, IP address is not lost

Problem Description

Select Connected Grid Modules (CGMs) and Integrated Services Routers that run Cisco CGOS or Cisco IOS Release 15.5(3)M1 or earlier might experience corruption of the cellular data modem firmware or modem failure, which results in loss of cellular network connectivity. The potential for these issues increases with frequent power cycling of the modem and enabling GPS in the router.

The potentially affected models include C819HG-xx, C819HG-4G-xx, GRWIC-4G-LTE-x, and CGM-3G-XXXX.

 

Background

These scenarios might trigger frequent modem power cycling and lead to a modem failure:

- Power cycle the router.

- Reload the router with the Cisco IOS reload command.

- Poor cellular signal strength combined with Cisco IOS Releases earlier than 15.5(3)M1.

- An incorrect profile configuration, by itself, does not lead to a modem power cycle. An incorrect profile configuration prevents attaching to the network and customers (Embedded Event Manager (EEM) scripts) might continuously power cycle the modem in an attempt to try to recover it.

- EEM or external scripts which power cycle the cellular modem with either the test cellular 0 modem-reset or test cellular 0 modem-power-cycle Cisco IOS commands.

C819 and Grid Router WAN interface Cards (GRWICs)

For those who use Cisco IOS releases earlier than 15.5(3)M4, it is required to upgrade to 15.5(3)M4 or a later 15.5(3)M release and disable GPS.

Note: In Releases15.5(3)M1 or earlier, GPS is enabled by default and cannot be turned off.

For those who use Release 15.5(3)M4, it is required to disable GPS.

For those who require GPS to be enabled, contact the Cisco Technical Assistance Center (TAC).

CGMs

For those who use Cisco CGOS or Cisco IOS releases earlier than 15.5(3)M4, it is required to upgrade to 15.5(3)M4 or a later release. The CGM-3G-XXXX modules are also supported in 15.6(3)M or a later 15.6(3)M release.

Problem Symptom

The cellular data modem no longer functions, which results in a loss of cellular network connectivity. A power cycle of the router will not resolve the issue.

Workaround/Solution

C819 and GRWICs

Complete these steps in order to mitigate the issue on all the affected PIDs.

1. The C819H routers must be upgraded to Release 15.5(3)M4 or a later 15.5(3)M release.

2. For the GRWIC-4G-LTE-x modules, the corresponding Connected Grid Router (CGR2xxx) must be upgraded to Release 15.5(3)M4 or a later 15.5(3)M release.

3. Remove any EEM or external scripts which power cycle the cellular modem with the test cellular 0 modem-reset or test cellular 0 modem-power-cycle Cisco IOS commands.

4. C819HG-V and C819HG-4G-V have a specific requirement to attach with profile one and process data with profile three. Profile two should never be deleted since that prevents the device from attaching to the LTE network. This could result in excessive modem power cycling.

5. Disable GPS on the router. See your specific Cisco product documentation for instructions.

CGMs

Complete these steps in order to mitigate the issue on all the affected PIDs.

1. For the CGM-3G-xxxx modules, the corresponding Connected Grid Router (CGR1xxx) must be upgraded to Release 15.5(3)M4 or a later 15.5(3)M or a 15.6(3)M release. If the CGR1xxx runs CGOS, it must be migrated to Cisco IOS 15.5(3)M4 or a later 15.5(3)M or a 15.6(3)M release.

2. Remove any EEM or external scripts which power cycle the cellular modem with the test cellular 0 modem-reset or test cellular 0 modem-power-cycle Cisco IOS commands.

3. CGM-3G-EVDO-V has a specific requirement to attach with profile one and process data with profile three. Profile two should never be deleted since that prevents the device from attaching to the LTE network. This could result in excessive modem power cycling.

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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