Field Notice: FN74160 - A Limited Subset of Memory Modules in Cisco Catalyst 9800-L Wireless Controllers May Fail Prematurely - Hardware Upgrade Available

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Updated:September 13, 2024
Document ID:FN74160

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High
Impact Rating:
High
First Published:
2024-Sep-13
Last Published:
2024-Sep-13
Revision:
1.0
Cisco Bug IDs:

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.

Products Affected


Affected Product Name Description Comments
C9800-L-C-CA-K9 Cisco Catalyst 9800-L-C Wireless Controller (Service Only)  
C9800-L-C-K9 Cisco Catalyst 9800-L Wireless Controller_Copper Uplink  
C9800-L-C-K9-RF CiscoCtlyst9800-LWirlssCntrller_CopperUplink REMANUFACTURED  
C9800-L-F-CA-K9 Cisco Catalyst 9800-L-F Wireless Controller (Service Only)  
C9800-L-F-K9 Cisco Catalyst 9800-L Wireless Controller_Fiber Uplink  
C9800-L-F-K9-RF CiscoCtlyst9800-LWirelessControllerFibrUplink REMANUFACTURED  
EDU-C9800-L-C-K9 EDU SKU - Cisco C9800-L Wireless Controller_Copper Uplink  
EDU-C9800-L-F-K9 EDU SKU - Cisco C9800-L Wireless Controller_Fiber Uplink  




Defect Information


Defect IDHeadline
CSCwb84008Uncorrectable ECC errors in DIMMs in 9800-L controllers

Problem Description


Some Cisco Catalyst 9800-L Wireless Controllers can experience memory failure.

A failed dual in-line memory module (DIMM) may prevent the host wireless LAN controller (WLC) from loading and running its operating system.


Background


A specific subset of affected WLCs identified by serial number were assembled with DIMMs that were subsequently determined to have a higher than expected probability of failing prematurely ahead of their normally predicted lifespan.

A problematic DIMM can cause its host WLC to fail to boot.

This issue has been resolved, and affected units in Cisco RMA depots have been purged.


Problem Symptom


Affected WLCs will have no console output, the system LED will not light, fans will be running, and the system will not boot.

An affected WLC may be able to reboot intermittently after the power cycle.


Workaround/Solution


Customers who have products identified as affected by serial number validation should order a replacement using the instructions in the Upgrade Program section of this field notice. Do not open a service request (SR) to seek a replacement. 


Serial Number Validation


Cisco provides the Serial Number Validation Tool to verify whether a device is impacted by this issue. To check the device, enter the serial number in the Serial Number Validation Tool.

Important: For security reasons, you must click the Serial Number Validation Tool link that is provided in this section. Do not copy and paste the link into a browser. Use of the Serial Number Validation Tool URL external to this field notice will fail.

Upgrade Program Information


Support Case Manager (SCM) must be used for ordering replacement parts for this Field Notice. To open SCM in a new tab, click the following link:
https://mycase.cloudapps.cisco.com/fieldnotice?fn=FN74160

SCM will validate eligibility and ensure that a request for a particular serial number has not already been submitted. If there is already a request, SCM will indicate RMA already submitted and NOT eligible for replacement.

Provide the following information:

  1. Affected serial numbers. Note that a serial number entitlement check may be performed.
  2. One ship-to address per request.
  3. Service Request number (SR#). This is not required, but if one exists, enter it for better tracking purposes.

Order entry supports up to 50 serial numbers per request. For more than 50, submit additional requests.

Revision History


VersionDescriptionSectionDate
1.0Initial Release—2024-SEP-13

For More Information

For further assistance or for more information about this field notice, contact the Cisco Technical Assistance Center (TAC) using one of the following methods:

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