Field Notice: FN - 64230 - NCS1K-CNTLR Might Fail After 18 Months or Longer Due to Clock Signal Component Failure–Replacement Available for Items Under Warranty or Service Contract

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

Problem Description

The NCS1K-CNTRL unit 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 replace products that have this component for those customers with products under warranty or covered by any valid service contract dated as of November 16, 2016.

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 Symptoms

The product will no longer function and, subsequently, the system fails to boot.

Workaround/Solution

Customers with affected products (see the How To Identify Hardware Levels section) that are under warranty or covered by any valid service contract as of November 16, 2016 should go to the Clock Signal Component Issue page and follow the instructions in order to request replacements.

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

Note: There is no workaround for this issue.

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 Hardware Levels

In order to verify if your product is affected by this issue, examine the Version ID (VID) number and/or Serial Number for the line card.

Any unit with a VID number equal to or earlier than the 'Possibly Affected VID' is possibly affected.

Any devices with a VID number equal to or later than the 'Fixed VID' are not affected and will not be replaced.

Any unit with a VID number equal to or earlier than the 'Possibly Affected VID' is possibly affected, use the Cisco Serial Number Validation Tool in order to validate your NCS1K-CNTLR serial number(s). 

The serial numbers for the affected devices should be included in the Replacement Product Order Spreadsheet. Cisco will determine if they are eligible for replacement. 

For More Information

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

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