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.
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The Power Supply Unit ASR-920-PWR-A might fail to start up when it is powered on, which causes the ASR 920 routers to not power up.
Replacement of the Power Supply Unit ASR-920-PWR-A is required in order to avoid this issue.
Cisco has identified a component design issue in the Power Supply Unit ASR-920-PWR-A used in these ASR 920 routers: ASR-920-24SZ-M, ASR-920-24SZ-IM, and ASR-920-24TZ-M.
The root cause has been identified as an auxiliary transformer that causes high overshoot and triggers the Logical Link Controller (LLC) Overvoltage Protection (OVP) (20V) when the Power Supply Unit starts up. This might cause the ASR 920 routers to not power up in the power cycle.
The ASR920 router might not power up in the power cycle or a single Power Supply Unit (the ASR-920-PWR-A) in the redundant setup might fail to power up.
Cisco recommends proactive replacement for this issue. Customers whose units show "Affected" in the "How to Identify Affected Products" section are requested to complete the Upgrade Request form in the "Upgrade Program" section of this field notice.
How To Identify Affected Products
Enter the sh inventory command in the router prompt in order to identify the serial number on the ASR-920-PWR-A power supply. An example of the command output is shown here:
Use the Serial Number Validation tool for this notice to see if your serial number is impacted.
Upgrade Form for ASR-920-PWR-A=
A Form must be filled out for each separate Ship to Address.
The Upgrade Order Reference Number should be unique for each time the Form is filled out.
Please enter a valid Serial Number in the Form.
You will receive an acknowledgement email immediately after submitting the Form with Request #. Depending on material availability, both you AND the Customer email address will receive a confirmation email with Order# in 7 to 10 days. UMPIRE orders are proactive replacements and do NOT adhere to normal SLAs or Service Contracts.
NOTE: If your Ship to Address is in the following countries, please expect delays of up to 3 months depending on importation regulations: Argentina, Brazil,, Columbia, Mexico, Venezuela, India, All countries in Asia (ei: Singapore, Malaysia, Hong Kong, China, Vietnam, Korea, Thailand, Philippines), and all non-EU countries (ie: UAE, Russia, Turkey). You will receive your Order# at that time. Thank you for your patience as this process is beneficial for the customer; it will save them the cost of vat/duty in these countries (which is very high).
If you were given a Sales Order Number for the shipment of your replacement parts, please refer to the SO Status Tool (Please note: you must have a CCO User ID and Password to access this site):https://cisco-apps.cisco.com/cisco/psn/commerce
If you were given an RMA Number for the shipment of your replacement parts, please refer to the "Service Order QuickSearch" Tool at the following location (Please note: you must have a CCO User ID and Password to access this site):http://tools.cisco.com/support/serviceordertool/home.svo
If you have not received an email with an Order# after 10 days, please send an email with your Request#(s) and Customer in the Subject line to:mailto:firstname.lastname@example.org
If you were given a Sales Order Number for the shipment of your replacement parts, please refer to the SO Status Tool (Please note: you must have a CCO User ID and Password to access this site): https://cisco-apps.cisco.com/cisco/psn/commerce
Note: Fields marked with an asterisk (*) are required fields.
1 For phone and fax, include 011 and the country code outside North America.
2 The serial number input field for each Product ID can hold up to 4,000 characters, including commas and white space. For longer lists of serial numbers, please submit additional requests.
3 For customers in Japan only *** please enter the building and the floor in the address field. Also, enter the contact person's name, the telephone number and the e-mail address in the appropriate fields..
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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