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.
|Affected Product ID
||Solid State Disk no longer accessible after DCM reboot
The Cisco Digital Content Manager (DCM) Series D9902 chassis might fail to boot up after a reboot or power cycle, such as a manual reboot or software upgrade.
Note: The failure can only occur after a reboot or power cycle and not if the unit is in normal operation.
In December 2016 and later, Cisco has seen a limited number of failures of solid-state disks (SSDs) provided by a single supplier. Cisco deployed this SSD model in Cisco DCM D9902 devices manufactured between December 4, 2014 and January 31, 2017. After an investigation in cooperation with the manufacturer of the SSD, a firmware bug in the internal flash controller was determined to be the root cause.
Identify the Devices that are Potentially Affected
There are two methods to identify these units:
- The serial number of your Cisco DCM D9902 matches the list available in the Serial Number Validation Tool.
- In the DCM web interface, the versions page shows SSD Model U00.03.00.
Symptom for SSD Firmware Upgrade Failure
If you have a DCM that no longer responds, complete these steps in order to verify if this bug caused the failure:
- Power down the DCM.
- Connect the serial console.
- Connect the laptop or PC to the mini USB port on the back panel of the DCM System I/O card.
- Open a terminal emulator application on the PC and connect to the serial port (38400 baud, no parity bit, 1 stop bit, no flow control).
- Power on the DCM.
- Check the console for these traces. The key data is in bold.
[31.757485] ata1: SATA link down (SStatus 1 SControl 0)
[31.773231] Root-NFS: Setting DCM-specific defaults.
[31.788125] Root-NFS: No NFS server available, giving up.
[31.796005] ata1: exception Emask 0x10 SAct 0x0 SErr 0x0 action 0xe frozen
[31.796014] ata1: irq_stat 0x00a00080, device exchanged
[31.796033] ata1: hard resetting link
[31.851575] VFS: Unable to mount root fs via NFS, trying floppy.
[31.869868] VFS: Cannot open root device "sda2" or unknown-block(2,0)
[31.889184] Please append a correct "root=" boot option; here are the available partitions:
[31.914240] 1f00 512 mtdblock0 (driver?)
[31.929169] 1f01 960 mtdblock1 (driver?)
[31.944097] 1f02 512 mtdblock2 (driver?)
[31.959024] 1f03 64 mtdblock3 (driver?)
[31.973952] 1f04 20480 mtdblock4 (driver?)
[31.988880] 1f05 20480 mtdblock5 (driver?)
[32.003808] 1f06 20480 mtdblock6 (driver?)
[32.018737] 1f07 69632 mtdblock7 (driver?)
[32.033664] Kernel panic - not syncing: VFS: Unable to mount root fs on unknown-block(2,0)
[32.058452] Rebooting in 180 seconds..
Cisco recommends that you upgrade the internal flash controller firmware of the SSD before you perform a software upgrade or any other action that requires the Cisco DCM D9902 to reboot. This prevents a future SSD firmware malfunction. Contact the Cisco Technical Assistance Center (TAC).
How To Identify Affected Products
Use the Serial Number Validation Tool in order to validate your serial number(s).
See this product image in order to locate the serial number of the DCM D9902.
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:
Receive Email Notification For New Field Notices
Cisco Notification Service—Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.