Solid State Drive Issue on Certain Products  - Software Update Required to Avoid Failure and Customer Impact


Contents

Summary
Product-Specific Field Notice Links
Frequently Asked Questions
Additional Information



Summary

Due to an issue in certain Solid State Drive firmware versions, products with this component will stop functioning after approximately 3.2 years of accumulated operation. Once the component has failed, the product will not perform as expected until the software fix is applied.

We have identified all Cisco products that have this component and released software updates to address this issue.

Customers should review the applicable field notices to assess whether they are impacted by this issue and, if so, update the software as soon as possible. Please see the table below for a list of affected products and Field Notices with software update information.

 

Product-Specific Field Notice Links

Important Notes:

  • Each field notice provides customers a serial number look up tool to search the list of affected products that originated with this issue. The serial number look up tool is an initial point-in-time list of affected products and will not update to reflect products no longer impacted as a result of software updates.
  • Please perform all serial number analysis for this issue on or after 11 June 2021. Any analysis completed on or before 10 June 2021 may be incomplete.

Security Field Notice and Software Update Information
ASA 5500-X with Firepower Services FN72019
Cisco Firepower 4100 Series FN72077
Cisco Firepower 9300 Security Appliance FN72077
Cisco Secure Workload-M (8RU) (Tetration) FN72199
Cisco Secure Workload (39RU) (Tetration) FN72199
Routers Field Notice and Software Update Information
Cisco Network Convergence System 540 Series FN72107
Cisco Network Convergence System 5500 Series FN72108
Cisco Network Convergence System 5000 Series FN72161
Cisco 1000 Series Connected Grid Routers FN72090
Internet of Things (IoT) Field Notice and Software Update Information
Cisco Industrial Security Appliance 3000 (ISA) FN72080
Cisco IC3000 Industrial Compute Gateway FN72093
Cisco Servers - Unified Computing System (UCS) Field Notice and Software Update Information
Cisco UCS 6324 Fabric Interconnect FN72028
Cisco UCS 6332 Fabric Interconnect FN72028
Cisco UCS 6332-16UP Fabric Interconnect FN72028
Data Center Switches Field Notice and Software Update Information
Cisco Nexus 9300 Series Switches FN72150
FN72145
Cisco Nexus 9500 Series Switches FN72150
FN72145
Cisco Nexus 3000 Series Switches FN72150

 

Frequently Asked Questions

Q: What is the issue?
Cisco is aware of a Solid State Drive (SSD) related issue that affects some Cisco products that can be resolved with a software update. After approximately 3.2 years (28,224 of accumulated Power On Hours (POH)), a memory buffer overrun condition occurs that triggers the firmware event in the Solid State Drive. This will cause the drive to become unresponsive until the drive is power cycled.

Q: Does this require replacing the Solid State Drive (SSD) in my product?
No. Cisco does not recommend replacement. This issue can be fixed in the field by upgrading the firmware of the Solid State Drive. Please refer to the related Field Notices for further information.

Q: Has Cisco released software updates to address this issue?
Yes. Please refer to the Field Notices listed above to identify affected products and find information on released software updates.

Q: How do I know if I'm affected by this issue?
The key identifier of this issue is the firmware version of the Sold State Drive. Please refer to the “How To Identify Affected Products” section in the related Field Notice for your product.

Q: What do customers need to do?
Customers should review the applicable field notices to assess whether they are impacted by this issue and, if so, to update the software as soon as possible. Please see the Field Notices table for a list of affected products and corresponding Field Notices with software update information.

Q: When did you become aware of this issue?
Cisco learned about the scope of potential customer impacts due to this issue in November 2020.

Q: What did Cisco do as a result?
When Cisco first became aware of this issue in November 2020, we:

  • Verified the root cause for the failure.
  • Qualified a new firmware to address the issue.
  • Purged any suspect remaining component inventory from our manufacturing sites.
  • Verified the supplier's corrective actions for eliminating the failure source.
  • Verified the supplier's changes to their component design verification process to minimize the potential for recurrence of a similar problem.
  • Verified that components from other component suppliers do not have the same issue.
  • Published Field Notices to assist customers with recommended actions.
  • Began monitoring of field returns, if any.

Q: Is this a hard failure that causes a device to fail or a transient failure that could temporarily disrupt normal operations?
The Solid State Drive will exhibit a hard failure and become unresponsive after approximately 3.2 years accumulated operation. However, a power cycle will restore regular operation of the drive, allowing it to operate normally for approximately 6 weeks before failing again. The device will behave in this manner until the firmware is updated with the software fix provided in the related Field Notice.

Q: Is this a product safety issue?
No. Once the component has failed, the product may stop functioning as expected.

Q: Is this a product recall?
No. Although the Cisco products with this component are currently performing normally, we expect product failures to start after the unit has been in operation for approximately 3.2 years.

Q: Do you expect these products to fail after 3.2 years in operation?
Yes. Due to the flaw in the Solid State Drive firmware, the products with this component will stop functioning after approximately 3.2 years of accumulated operation. To prevent this event, Cisco has provided Field Notices that outline the necessary actions to take. Please refer to the Field Notices listed above.

Q: What does the 3.2 years of accumulated operation begin?
The 3.2 years timeframe is referring to accumulated product runtime rather than a specific per unit start date. Units that were not powered on for a considerable time would be further from the 3.2 years timing then products from the same shipment that were powered up immediately.

Q: Is there any way to proactively monitor or assess a device to see if it is nearing failure?
Please refer to the related Field Notices for product-specific information.

Q: Is there any indication from a command line interface (CLI) perspective that would indicate a pending failure? Is there any metric that can be monitored that would show current runtime?
Please refer to the related Field Notices for product-specific information.

Q: What failure rate is Cisco seeing? Are these failure rates getting worse?
Although the Cisco products with these components are currently performing normally, we expect product failures to increase over the years unless the action described in the related Field Notice has been taken before approximately 3.2 years of accumulated operation.

Q: What is Cisco doing to avoid this type of issue in the future?
Cisco has completed a comprehensive review and assessment of the technical and operational contributors to this Solid State Drive issue. We have taken actions with our supplier to implement alerts to deliver early notification, containment, and mitigation of potential issues with the goal of continuous improvement.

Q: How does Cisco plan to fix the affected products?
To support our customers and partners, Cisco has published Field Notices that outline the necessary actions to take.

Q: What will happen to the inventory supply of these components? Will they be used in other products?
The component causing the issue is not in products that are manufactured currently, and will not be used moving forward.

Q: What should I do if I have a failure and this component issue impacts my network?
As always, customers should contact the Cisco Technical Assistance Center (TAC) if they experience a failure in a Cisco product. Customers can also review the applicable Field Notices, which contain information on identifying any potentially impacted products and applying a software fix to resolve the issue described in the Field Notice.

Q: I have a question not addressed here. Where do I go for an answer?
For additional information, please contact your contracted support organization. If your organization receives support directly from Cisco, please see Cisco Worldwide Support Contacts.

 

Additional Information

This document is provided on an “as is” basis and does not imply any kind of guarantee or warranty, including the warranties of merchantability or fitness for a particular use. Your use of the information in the document or materials linked from the document is at your own risk. Cisco reserves the right to change or update this document without notice at any time.

 

 


 

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