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|Affected Product ID
||There were no defects filed with this field notice at the time of publication.|
ROSA Element Manager (EM) might fail to boot up after any user actions where the product requires a power cycle operation.
NOTE: Refer to the "Additional Information" section of this Field Notice for a list of impacted legacy Scientific Atlanta Part Numbers.
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.
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.
If the suspected hardware (listed in the Products Affected section) has been in operation for approximately 24 months, the product hardware might fail to boot up due to a memory failure during a power cycle event.
NOTE: This issue does not affect ROSA EM while in operation and these actions do not cause a memory failure:
- Soft reset of the unit
- Factory reset of the unit
- Upgrade the unit
- Uploading a configuration to the unit (followed by a soft reset)
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. If you need assistance in order to determine which hardware part(s) might need replacement or is the product is 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 RMA product through normal service support channels.
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 product in order to locate the PID.
Impacted Legacy Scientific Atlanta Part Numbers
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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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