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Updated the Upgrade Program Section
|Affected Product ID
||ASA5508 and ASA5516 Might Fail After 18 Months or Longer Due to a Damaged Component|
The Adaptive Security Appliance (ASA) ASA5508 and ASA5516 might fail in operation, after 18 months or longer, due to a damaged component.
Due to a manufacturing process issue, some ASA5508 and ASA5516 security appliances might have a damaged resistor component. The affected units were manufactured between 2017-05-18 and 2017-08-25.
Security appliances with a damaged resistor will function normally on installation and product failures are expected to increase over time beginning after the unit has been in operation for approximately 18 months. Once the security appliance has failed the unit will no longer function, will not boot, and is not recoverable.
The security appliance no longer functions and the system fails to boot. There will be no output from the console port.
In addition, the LED status indicators on the security appliance illuminate as follows:
- Power LED is green
- Status LED is amber and blinking
Cisco recommends proactive replacement for affected ASA5508 and ASA5516 security appliances. There is no workaround for this issue.
Customers should request replacements for affected product(s) with the order form provided in the Upgrade Program section of this field notice.
For customers that request replacements, note that the license activation key is tied to the ASA chassis serial number. Contact the Cisco Licensing Team in order to have your current license transferred to the replacement chassis serial number. The Cisco Licensing Team will ask for the Product Authorization Key reference number and current serial number. Additional information in regards to ASA licensing can be referenced in the Cisco ASA Series General Operations CLI Configuration Guide, 9.6.
Serial Number Validation
This field notice provides the ability to identify if the serial number(s) of a device is impacted by this issue. In order to verify if your product is possibly affected by this issue, examine the chassis serial number of the security appliance.
The chassis serial number can be obtained from the CLI or through visual inspection of the security appliance. For units that have already failed due to this issue, a visual inspection of the security appliance or review of the Sales Order documentation is required.
show inventory command in order to obtain the chassis serial number of the appliance:
asa> show inventory
Name: "Chassis", DESCR: "ASA 5508-X with FirePOWER services, 8GE, AC, DES"
PID: ASA5508 , VID: V01 , SN: JMX1234ABCD
show version command should not be used in order to avoid Cisco bug ID CSCtz56314 (ASA5500-X Chassis Serial Number Not Visible from CLI).
Visual Inspection of the ASA Security Appliance
The serial number information is located on the bottom surface of the appliance.
In order to verify your serial number(s), enter it in the Serial Number Validation Tool.
ASA5508 and ASA5516 Security Appliances
A separate Form must be filled out for each unique Ship to Address.
A unique Upgrade Order Reference Number will be provided for each Form submission and can be used to inquire about order status.
Please enter one or more valid Serial Numbers into the Form.
You will receive an acknowledgement email immediately after submitting the Form with a Request #. Depending on material availability, both you AND the Customer email address will receive a confirmation email with Order# in 7 to 10 days. UMPIRE orders are proactive replacements and do NOT adhere to normal SLAs or Service Contracts.
NOTE: If your Ship to Address is in the following countries, please expect delays of up to 3 months depending on importation regulations: Argentina, Brazil, Columbia, Mexico, Venezuela, India, All countries in Asia (i.e. Singapore, Malaysia, Hong Kong, China, Vietnam, Korea, Thailand, Philippines), and all non-EU countries (ie: UAE, Russia, Turkey). You will receive your Order# at that time. Thank you for your patience as this process is beneficial for the customer; it will save them the cost of vat/duty in these countries (which is very high).
If you were given a Sales Order Number for the shipment of your replacement parts, please refer to the SO Status Tool (Please note: you must have a CCO User ID and Password to access this site):https://cisco-apps.cisco.com/cisco/psn/commerce
If you were given an RMA Number for the shipment of your replacement parts, please refer to the "Service Order QuickSearch" Tool at the following location (Please note: you must have a CCO User ID and Password to access this site):http://tools.cisco.com/support/serviceordertool/home.svo
If you have not received an email with an Order# after 10 days, please send an email with your Request#(s) and Customer in the Subject line to:mailto:email@example.com
Note: Fields marked with an asterisk (*) are required fields.
1 For phone and fax, include 011 and the country code outside North America.
2 The serial number input field for each Product ID can hold up to 4,000 characters, including commas and white space. For longer lists of serial numbers, please submit additional requests.
3 For customers in Japan only, please enter the building and the floor in the address field. Also, enter the contact person's name, the telephone number and the e-mail address in the appropriate fields.
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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