Field Notice: FN - 64253 - ISR4331, ISR4321, ISR4351 and UCS-E120 Might Fail After 18 Months or Longer Due to Clock Signal Component Failure - 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

Products Affected

Defect Information

Problem Description

The products that are listed in the Products Affected section might fail after 18 months or longer in operation due to a clock signal component failure.

Background

A clock signal component manufactured by one supplier, and included in some Cisco products, has been seen to degrade over time in some units.

Although the Cisco products with these components are currently performing normally, we expect product failures to increase over the years, beginning after the unit has been in operation for approximately 18 months.

Once the component has failed, the system will stop functioning, will not boot, and is not recoverable.

To support our customers and partners, Cisco will provide replacement products for those affected products under warranty as of November 16, 2016 or currently covered by any valid hardware services contract dated July 27, 2019 or prior, which have this component.

An affected product that is not covered by a warranty or service contract is subject to Cisco’s Support Reinstatement Policy before a service contract can be purchased. An affected product that is covered by a valid hardware service contract dated after July 27, 2019 is subject to Cisco’s normal process for hardware replacement. Please see the Service and Support Descriptions for more information.

These clock signal components are used by other companies and are included in a number of Cisco products.

Customers can learn more about this topic at: http://www.cisco.com/c/en/us/support/web/clock-signal.html.

Problem Symptom

When this issue occurs, the product does not function properly, and the system fails to reboot.

Additionally, these behaviors can be observed:

• The Power LED light shows a steady green illumination.
• The Status LED light shows an intermittent amber illumination.
• The router is unreachable via the network or console.

Workaround/Solution

Customers with affected products (see the How To Identify Affected Products section) that are under warranty as of November 16, 2016 or currently covered by any valid hardware services contract dated July 27, 2019 or prior should refer to the Clock Signal Component Issue page and follow the instructions in order to request a replacement.

In regards to the Cisco Integrated Services Router (ISR) platform, Cisco will replace device with the default config. The replacement procedure does not include memory upgrades or additional modules. Any additional components or upgrades must be removed by the customer or partner and installed into the replacement system. Refer to the Hardware Installation Guide for the Cisco 4000 Series Integrated Services Router OR Hardware Installation Guide for the Cisco 4000 Series Integrated Services Router for more information about hardware installation of the ISR platform.

Please refer to this video with details on doing the migration: Migration Assistance Video

In regards to the Cisco UCS-E module, there is a direct-replacement procedure in place (module for module). Refer to the Cisco UCS E-Series Servers and the Cisco UCS E-Series Network Compute Engine Hardware Installation Guide for more information about hardware installation of the UCS-E modules.

Due to the age-based nature of the failure and the volume of replacements, Cisco will prioritize orders based on the products' time in operation. Customers are reminded to return equipment promptly after replacement.

If you require further assistance, or if you have any further questions in regards to the information that is provided in this field notice, send an email to component-questions@cisco.com.

How To Identify Affected Products

In order to verify if your product is affected by this issue, use the Cisco Serial Number Validation Tool/tab in order to validate the serial number for your device(s).

The serial number for the affected device(s) should be included in the Replacement Product Order Spreadsheet. Cisco will determine if they are eligible for replacement.

Enter the show inventory command into the CLI in order to obtain the chassis serial number.

TEST#show inventory

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
INFO: Please use "show license UDI" to get serial number for licensing.
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

NAME: "Chassis", DESCR: "Cisco ISR4331 Chassis"
PID: ISR4331/K9 , VID: V01,SN: FLM1852W07E

Visual Inspection

If the device is unreachable, examine the device label on the back or bottom of the device for the serial number.

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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