Field Notice: FN - 64250 - Cisco ISA3000 Industrial Security Appliance 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

Cisco Industrial Security Appliances ISA-3000-2C2F-K9 and ISA-3000-4C-K9 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, no console output appears, and the system fails to reboot.

If, after the CPU fails, the device is power cycled it will not boot, but will run in bypass mode if previously configured for bypass mode.

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 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 Affected Products

In order to verify if your product is affected by this issue, examine the Version ID (VID) number and/or Serial Number for the ISA3000.

Any devices with a VID number equal to or later than the "Fixed Version ID" are not affected and do not need to be replaced.

Any devices with a VID number equal to or earlier than the "Possibly Affected Version ID" are possibly affected. Use the Cisco Serial Number Validation Tool in order to validate your ISA3000 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.

Enter the show inventory command in order to view the VID of the ISA3000. The output appears in this format:

Additional Information

For more information, do not contact the author of the field notice. Send all questions to clock_signal_fn_questions@cisco.com.

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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