Field Notice: FN74260 - Cisco Catalyst 9400 Switches Supervisor Modules Can Experience Memory Failures - Hardware Upgrade Available

A limited number of Cisco Catalyst 9400 Supervisor Engine 1 modules may fail to boot up or encounter a boot loop. This issue may be seen after a software upgrade or other action that results in a power cycle of the supervisor module.

The issue is specific to the supervisor module with the following product identifiers (PIDs):

• C9400-SUP-1(=)
• C9400-SUP-1/2
• C9400-SUP-1XL(=)
• C9400-SUP-1XL/2
• C9400-SUP-1XL-Y(=)
• C9400-SUP-1XL-Y/2
• C9400-SUP-1XL-RF

Supervisor modules with the PIDs C9400X-SUP-2(=), C9400X-SUP-2/2, C9400X-SUP-2XL(=) and C9400X-SUP-2XL/2 are not affected.

The dual in-line memory modules (DIMMs) used in Cisco Catalyst 9400 Supervisor Engine 1 modules encountered an issue during manufacturing. This issue can result in a higher rate of failure.

In this case, a manufacturing deviation in specific modules impacts 8GB DIMMs. This deviation was contained to a specific date range, and the DIMMs that use these chips were manufactured during the middle to the end of 2020.

Since the discovery of this deviation, additional limits have been imposed on the manufacturing process to help prevent future DIMMs from experiencing this process variation.

DIMMs in affected Catalyst 9400 Supervisor Engine 1 modules will exhibit persistent, correctable memory errors. If left untreated, affected Catalyst 9400 Supervisor Engine 1 modules will eventually encounter an uncorrectable memory event. This may result in an unexpected reboot of the switch or switches.

Various DIMM reliability, availability, and serviceability (RAS) features or even operating system features can mask the extent of these correctable errors.

The following error messages may be seen:

Initializing Hardware...... 
Initializing Hardware...... 
***BOOT FAIL***: Rommon invalid or timeout. 
***BOOT FAIL***: Rommon invalid or timeout.

Cisco recommends replacing the affected DIMM C9K-MEM-8GB to mitigate the potential for unexpected switch failure. For information about validating the serial number of a supervisor module, see the Serial Number Validation section of this field notice.

All serial numbers are the supervisor module serial number, not the DIMM serial number.

Replacement Instructions: First, validate the serial number of each unit as described in the Serial Number Validation section of this field notice. Then, see the Upgrade Program Information section for replacement instructions.

Important Information About DIMM Replacement

Each supervisor module contains two DIMMs, and both must be replaced.

When you order a replacement for a supervisor module, you will receive two DIMMs. Install both DIMMs to complete the replacement.

Customers have the option to replace the DIMMs directly. For video instructions for replacing a DIMM, see Replace a DIMM Module on Cat9400 Supervisor Engine 1.

Cisco is offering field services free of charge for DIMM replacement through a qualified Cisco third-party field engineer. After the new DIMMs have arrived on site and you are ready to schedule the replacement, email ciscodimmswap@parkplacetech.com to engage the field services team.

Returns of Affected DIMMs: Once the affected DIMMs have been replaced, return them to Cisco. Instructions for how to raise a case for returning the device are provided in the Additional Information section. Note that this process is separate from our standard return process, which is typically included within the Return Merchandise Authorization (RMA).

Important Notes for Replacement Orders:

• After the replacement order is submitted, a pop-up message will confirm the information. It can take up to five business days to process the final order. After that, a notification with the details of the final order will be sent.
• Avoid placing more than one replacement order for the same serial number, as this could slow down the order processing.
• The replacement orders are proactive replacements and do not adhere to normal Service Level Agreements or service contracts. Furthermore, some countries have strict importation regulations. For these reasons, extended lead time may occur for these replacements.

Do not use the information in this section to submit replacement orders. For instructions on how to request a replacement, see the Upgrade Program Information section.

Return the Affected DIMM: Once the affected DIMMs have been replaced, return them to Cisco.

To return devices, either one at a time or in bulk, go to Support Case Manager (cisco.com) (use only this link to ensure the correct return case is initiated) to raise a return-only RMA.

To initiate the return-only RMA, complete the following steps:

• Choose Return of Defective Asset.
• For the Requestion Type, choose Return Queries.
• For the Sub-Request Type, choose New Services Return – RMA Needed.
• In the Additional Request Details field, enter the following information:
  • TAC SR number (not mandatory)
  • Customer CCO ID
  • Contract Number (not mandatory)
  • Part ID(s)
  • Serial Number(s)
  • Company Name
  • Country
  • Street Address
  • State/Province
  • Zip/Postal Code
  • City
  • On-site Contact Name
  • On-site Contact Phone Number
  • On-site Contact E-mail
  • Reason for RMA Creation: FN# FN74260
  • Bill to ID (not mandatory)
• Submit the return-only RMA request.