Field Notice: FN - 63493 - CRS - Products Affected Might Fail to Boot Up After a Software Upgrade or Power Cycle - 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

Revision	Publish Date	Comments
1.0	06-Feb-15	Initial Release
10.0	14-Nov-17	Migration to new field notice system
10.1	23-Aug-18	Updated the Defect Information Section and Fixed the Broken Image Links
10.2	21-Aug-20	Removed Obsolete Information

Products Affected

Affected Product ID	Comments
CRS-16-RP-B
CRS-16-RP-B=
CRS-8-RP
CRS-8-RP=
CRS-DRP-B-CPU
CRS-DRP-B-CPU=
CRS-FCC-SC-22GE
CRS-FCC-SC-22GE=
CRS-FP40
CRS-FP40=
CRS-MSC
CRS-MSC-B
CRS-MSC-B=
CRS-MSC=

Defect Information

Defect ID	Headline
CSCvf34445	There were no defects filed with this field notice at the time of publication.

Problem Description

The Carrier Routing System (CRS) linecards (listed in the Products Affected section) might fail to boot up after a software upgrade or other user action where the board requires a power cycle operation.

Background

Cisco has been working with some customers on an issue related to memory components manufactured by a single supplier between 2005 and 2010. These memory components are widely used across the industry and are included in a number of Cisco products.

Although the majority of Cisco products using these components are experiencing field failure rates below expected levels, some components may fail earlier than anticipated. A handful of our customers have recently experienced a higher number of failures, leading us to change our approach to managing this issue.

While other vendors have chosen to address this issue in different ways, Cisco believes its approach is the best course of action for its customers. Despite the cost, we are demonstrating that we always make customer satisfaction a top priority. Customers can learn more about this topic at Memory Component Issue web page.

A degraded component will not affect the ongoing operation of a device, but will be exposed by a subsequent power cycle event. This event will result in a hard failure of the device, which cannot be recovered by a reboot or additional power cycle. For these reasons, additional caution is recommended for operational activities requiring the simultaneous power cycling of multiple devices. This issue has been observed most commonly on devices that have been in service for 24 months or more.

Problem Symptom

If the CRS linecard (listed in the Products Affected section) has been in continuous operation for approximately 24 months, then the CRS hardware might fail to boot up due to memory failure during a power cycle event. This is caused by one or more of these actions:

• Upgrade the software
• Reload the entire product
• Reload after installation
• Online Insertion Removal/Replacement (OIR)

Note: This issue does not affect boards while the boards are in operation. The board failure might occur after one or more of the actions listed are executed.

The linecard symptoms vary by type of CRS linecard:

• When CRS-MSC-B experiences a boot-up issue, the admin show platform command displays one line as shown here:

  

  The previous output does not show CPUO.

  In a normal situation, the admin show platform command displays two lines for each Module Services Card (MSC).

  Note: The user must have Admin Execute privilege to run the command.

  

  Both SP and CPU0 should display IOS XR RUN.

• When RP / RP-B experiences this Memory module issue, the Memory module error message appears as shown in the console log as the RP boots up:

  

• For DRP-B, the error log is not available.
• For SC-22GE, the error log is not available.

Workaround/Solution

Normal SmartNet and warranty entitlement rules remain in place and are applied by the Cisco Technical Assistance Center (TAC) if you experience a failure in one of the products listed in the Field Notice. In other circumstances, such as out of warranty or out of contract, Cisco encourages you to raise your concern directly with your Cisco account team.

Fix on Failure Replacement Guidelines: Request Return Material Authorization (RMA) product through normal service support channels.

If you need assistance in order to determine which hardware part(s) might need replacement, consult the error messages documented in the Problem Symptom section.

All of the actions mentioned in this Workaround/Solution section require Admin Execute privileges and must be performed in a maintenance window.

CRS linecards might not boot up for various reasons, one of which is the Memory module failure.

If the CRS linecards fail to boot up, use this table in order to identify if the CRS linecard might contain a suspect Memory module.

PID	Action	PID Replacement	Quantity
CRS-16-RP-B(=)	Replace Memory Module on Failure	CRS-MEMORY-2G=	2
CRS-8-RP(=)	Replace Memory Module on Failure	CRS-MEMORY-2G=	2
CRS-DRP-B-CPU(=)	Replace Memory Module on Failure	CRS-MEMORY-2G=	4
CRS-FCC-SC-22GE(=)	Replace Memory Module on Failure	CRS-MEMORY-2G=	1
CRS-MSC-B(=)	Replace Memory Module on Failure	CRS-DIMM-2G=	1
CRS-FP40(=)	Replace Memory Module on Failure	CRS-DIMM-2G=	1

 

Fix on Failure Replacement Guidelines: Request RMA product and memory modules through normal service support channels.

End of Support PID

PID	End of Support Notice	End of Support Date
CRS-MSC(=)	EOL6442	29th June 2014

 

See CRS DRR DIMM Memory Upgrade in order to replace the Memory modules on CRS boards.

How To Identify Affected Products

Enter the show inventory command in order to obtain the Product ID (PID) of the CRS linecard. If the CLI is not available, physically inspect the linecard in order to locate the PID.

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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