Field Notice: FN64253 - ISR4331, ISR4321, ISR4351 and UCS-E120 Might Fail After 18 Months or Longer Due to Clock Signal Component Failure - Replace on Failure

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.

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.

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

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.

Customers with affected products (refer to the How to Identify Affected Products section of this Field Notice) should contact the Cisco Technical Assistance Center (TAC) to request a replacement unit.

To open a Cisco TAC case, you must have a valid support contract or a product that is under warranty

In regard 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 the 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.

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).

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.