Field Notice: FN72416 - Limited Number of Cisco Catalyst 9300 Switches Can Experience Memory Failures - Hardware Upgrade Available

A limited number of dynamic random-access memory (DRAM) components in Cisco Catalyst 9300 Switches shipped from Cisco are impacted by a known issue in the memory supplier's manufacturing process. This issue can result in a higher rate of failure.

In this case, a manufacturing deviation in specific DRAM components was contained to a specific date range. Since the discovery of this deviation, additional limits have been imposed on the manufacturing process to help prevent future components from experiencing this process variation.

Most memory components in the affected Cisco Catalyst 9300 Switches with this manufacturing deviation will exhibit persistent, correctable memory errors. If left untreated, the affected units can eventually encounter an uncorrectable memory event. If encountered during runtime, uncorrectable errors may cause an unexpected switch reset.

The following symptoms may be seen:

• Failure to boot to IOS after a crash/reload/upgrade with the following error message:
  

  Initializing Hardware...
  BOOT FAIL W
  BOOT FAIL W

• Correctable single-bit error logs:
  

  CMRP-3-DDR_SINGLE_BIT_ERROR: Switch 1 R0/0: cmand: Single-bit DRAM ECC error: mme: 0,

Cisco recommends replacement of the affected Cisco Catalyst 9300 Switches in order to avoid potential device failure.

Replacement Instructions: First, validate the serial number(s) of the affected units as described in the How to Identify Affected Products section of this field notice. Then, see the Upgrade Program Information section for replacement instructions.

Return the Affected Device: Once the affected devices have been replaced, they need to be returned 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 a 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 order processing.
• 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.
• The replacement devices will not ship with any accessories or modular parts such as cables, rack mounts, power supplies, or network modules, just like any regular RMA. All non-faulty components will need to be swapped from the old device to the replacement device.

To determine if a serial number is affected, see the Serial Number Validation section of this field notice. 

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 of this field notice.

Return the Affected Device

Once the affected devices have been replaced, go to Support Case Manager to raise a case for returning the affected device, either one by one or in bulk. To initiate the case, complete the following steps:

1. Select Return of Defective Asset.
2. Select Return Queries for the Request Type.
3. Select New Services Return – RMA Needed for the Sub-Request Type.
4. In the Additional Request Details field, enter the following information and submit the return-only RMA request:

• TAC SR number (not mandatory)
• Customer CCO ID
• Contract Number (not mandatory)
• Part ID(s)
• Serial Number
• 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# FN72416
• Bill to ID (not mandatory)