Cisco announced a major issue affecting a wide range of products within its routing, switching, security, and server product lines. This problem, stemming from a third-party-manufactured component used in various Cisco devices, involves a degradation of the clock signal that powers key components within those devices. Cisco issued a formal advisory to its customers, alerting them to the potential risks and outlining how to manage the issue proactively before it affects their network operations.
The primary problem is that the degraded clock signal, which originates from a component provided by a third-party supplier, can cause devices to fail. According to Cisco’s announcement, once this failure occurs, the affected device will “stop functioning, will not boot, and is not recoverable.” In other words, the devices will become inoperable, leading to significant disruption to network services. This type of failure is particularly concerning because the devices will essentially become “bricks” after the failure occurs—unable to restart or be repaired by traditional means.
Although the issue may sound alarming, Cisco also provided some important details that give network administrators time to address the problem. The failure doesn’t typically occur immediately; it usually happens after a device has been in operation for at least 18 months. Based on the information provided by the component supplier, Cisco indicated that an increase in failures is not expected until the third year of a device’s operational lifecycle. This timeline gives network administrators the opportunity to identify and replace affected devices before the failure becomes widespread and impacts critical network services.
The issue at hand affects several Cisco products, including routers, switches, and servers. Devices that contain the faulty component are at risk of experiencing the clock signal degradation, which could cause them to fail and become non-recoverable. Cisco has identified all of the affected products, and fortunately, a solution is available for customers impacted by this issue. Cisco is offering to replace these faulty devices under warranty or through a valid service contract, even if the devices have not yet failed. This replacement offer presents an opportunity for customers to act before the failure occurs, ensuring that their network infrastructure remains operational and secure.
In the sections that follow, we will break down the steps necessary to identify whether your devices are impacted by this clock signal issue and how to proceed with the replacement process through Cisco’s remediation program. By taking proactive steps to replace potentially faulty devices, network administrators can mitigate the risk of downtime and ensure the continuity of network services. Understanding the issue and the remediation process will be key in addressing this concern and preventing disruption to business operations.
Identifying Affected Devices
The first and crucial step in managing the Cisco clock signal issue is to determine whether your devices are impacted by the defective component. Cisco has provided detailed reference tables that list the Product IDs (PIDs) and Version IDs (VIDs) of the devices known to contain the faulty component. Identifying whether your network equipment is affected by this issue will allow you to take the necessary steps for replacement and avoid any potential downtime when the failure occurs.
Understanding the Reference Tables
Cisco’s advisory includes several reference tables (Tables A through D) that outline the affected product PIDs and VIDs. These tables are central to determining which devices are susceptible to failure due to the clock signal degradation. The Product ID (PID) represents the unique identifier for each Cisco product, while the Version ID (VID) identifies the specific version of the product.
Each table shows a list of PIDs and the corresponding VIDs that are possibly affected by the issue. The “Possibly Affected VID” column in these tables lists the version ID after which the devices may experience the clock signal degradation problem. If the VID of your device is equal to or earlier than the one listed in this column, then that device is likely to be affected by the clock signal issue.
It is important to reference these tables carefully and compare them with the device details in your network. These reference tables cover various Cisco product categories, such as routers, switches, and security devices, as well as several series of products that may include different model variants or versions. Therefore, accurate identification of your device’s PID and VID is critical to determine whether it falls within the scope of affected equipment.
Obtaining Product ID (PID) and Version ID (VID)
To identify whether a specific device in your network is affected, you need to obtain its Product ID (PID) and Version ID (VID). Fortunately, this information can be easily retrieved using the Cisco device’s command-line interface (CLI).
To retrieve the PID and VID, follow these steps:
- Access the CLI of the Device:
You will need to log in to the device through a terminal emulator or via SSH. If you’re accessing a Cisco device remotely, ensure that you have the necessary credentials to access the device’s administrative configuration.
Run the “show inventory” Command:
Once logged into the device, run the following command to display the inventory information for the device:
In this example, the Product ID (PID) is ISR4331/K9, and the Version ID (VID) is V01. The serial number (SN) is also displayed, which will be required for the next steps.
- Compare PID and VID with Cisco’s Reference Tables:
Once you have gathered the PID and VID information from your device, compare it against the reference tables provided by Cisco. If your device’s PID and VID match or are earlier than those listed in the “Possibly Affected VID” column, it means that the device could potentially be affected by the clock signal degradation issue.
For example, if the reference table lists a VID of V02 as the “Possibly Affected VID” and your device’s VID is V01, it indicates that your device may be vulnerable to the issue.
Recording Serial Numbers
Once you’ve identified potentially affected devices based on their PID and VID, it is crucial to record the serial numbers of these devices. The serial number is a unique identifier for each individual device and will be needed when you submit the replacement request.
To obtain the serial number, look at the output of the “show inventory” command. In the example above, the serial number is displayed as FDO1234567. This is the serial number that you will need to include in the replacement order spreadsheet when you proceed to the next step of the remediation process.
It’s essential to keep a detailed list of the affected devices and their serial numbers. If your network contains multiple devices from the affected product lines, maintaining an organized record will help you track which devices need to be replaced and ensure that you have the necessary information when submitting the replacement request.
Checking Device Operational Lifetime
As mentioned earlier, the failure associated with the clock signal degradation typically occurs after at least 18 months of operation. Cisco’s advisory notes that while the failure may begin as early as 18 months, the risk increases as the device approaches the third year of operation. This timeline means that affected devices could be operating without issue for a significant period before the failure occurs.
If you have devices that have been in operation for less than 18 months, the likelihood of failure is relatively low. However, it is still important to check for potential risks by verifying the device’s PID and VID, especially if the devices have been in use for over a year.
Device Replacement Eligibility
After identifying potentially affected devices, you will need to confirm whether they are eligible for replacement under Cisco’s warranty or service contract program. Cisco’s replacement program is only available for devices that are still under warranty or those covered by an active service contract.
If the devices in your network are still covered by warranty or a service contract, they will likely be eligible for replacement. Devices that are not covered by these agreements will not qualify for the replacement program, meaning you will need to explore alternative solutions to address the issue.
Identifying devices affected by the clock signal degradation issue is the first step in the remediation process. By carefully comparing the Product ID (PID) and Version ID (VID) of your devices against Cisco’s reference tables, you can quickly determine which devices are at risk. It is essential to also collect the serial numbers of these devices to facilitate the replacement request process. Once you have a list of potentially affected devices, you will be ready to move on to the next step: submitting a replacement request to Cisco for eligible devices. Proactive identification and replacement of these devices will help prevent operational disruptions and ensure the continued performance of your network infrastructure.
Submitting a Replacement Request to Cisco
Once you have identified the potentially affected devices in your network, the next step is to submit a replacement request to Cisco. Cisco has provided a streamlined process for replacing devices that are affected by the clock signal degradation issue. This process is designed to be straightforward, allowing network administrators to quickly begin replacing faulty devices before they fail. In this section, we will walk through the steps involved in submitting a replacement request to Cisco, ensuring that your devices are swapped out in a timely manner.
Completing the Replacement Product Order Spreadsheet
To submit a replacement request, you will need to complete a “Replacement Product Order Spreadsheet” provided by Cisco. This spreadsheet collects essential details about the affected devices in your network, ensuring that Cisco can verify the devices’ eligibility for replacement and initiate the shipping process for the new products. Below are the steps you need to follow to complete this spreadsheet:
- Download the Spreadsheet:
The first step is to download the official “Replacement Product Order Spreadsheet” from Cisco. This file will be used to submit information about the affected devices, including the Product ID (PID), serial numbers, and other relevant details. - Fill Out the Required Fields:
The spreadsheet will contain several fields that must be filled out before it can be submitted. These fields include:- Product ID (PID): The Product ID is the unique identifier for the affected Cisco device, which you obtained earlier when running the “show inventory” command. Enter the correct PID for each affected device in this field.
- Serial Number: The serial number is a crucial piece of information needed to validate the device’s eligibility for replacement. You should have already recorded the serial number for each device that is potentially affected. Enter the serial number in the corresponding field for each device.
- Requester Name and Email: This section collects the contact information for the person submitting the replacement request. Typically, this will be the network administrator or IT staff responsible for managing the devices. Enter the name and email address so that Cisco can follow up with you regarding the replacement process.
- Shipping Address: Finally, you will need to provide a shipping address where the replacement devices should be sent once Cisco validates your request. Ensure that the address is accurate to avoid any delays in the replacement process.
- Once all fields are filled out, the spreadsheet will automatically calculate the “Impact Status” for each affected device. The impact status will provide valuable information, such as how many months have elapsed since the device was manufactured and whether the device is eligible for replacement.
- Review the Impact Status:
After completing the required fields, the spreadsheet will generate an impact status for each device. This status will confirm whether the device is eligible for replacement and if it falls within the timeline for potential failure due to the faulty clock signal component. If the device is eligible, the status will indicate that it is entitled to be replaced under warranty or an active service contract.
If a device is not eligible for replacement—perhaps because it falls outside the timeframe or is not covered by a valid service contract—the impact status will reflect this, and you will need to explore alternative options for handling the issue.
Submitting the Completed Spreadsheet to Cisco
Once you have completed the replacement product order spreadsheet and reviewed the impact status for each device, the next step is to submit the spreadsheet to Cisco for processing. To do this, you will need to send the completed file to the official email address provided by Cisco for this purpose:
When submitting the spreadsheet, ensure that it is attached properly and that all information is accurate. Incorrect or incomplete information could delay the replacement process or result in the rejection of your request. Make sure that you’ve double-checked all serial numbers, shipping details, and contact information before sending the file to Cisco.
Cisco’s team will then review your submission and verify that the serial numbers provided match those associated with the faulty component. They will also confirm that the devices are eligible for replacement based on warranty status or an active service contract. If everything is in order, Cisco will initiate the process of replacing the affected devices.
Receiving a Case Number and Tracking the Request
Once Cisco has reviewed and validated your submission, they will assign a case number to track your request. This case number is a key reference point throughout the replacement process, allowing you to check the status of your request, follow up with Cisco if necessary, and ensure that the replacement devices are being shipped to you.
You should keep the case number in a secure location, as it will be needed for any future correspondence with Cisco regarding the replacement process. If you experience any delays or issues with the replacement, the case number will allow you to quickly reference the specific request and resolve the situation more efficiently.
What Happens After Submission?
After submitting the completed replacement request, Cisco will process your request and send you the replacement devices. The timeline for receiving the replacement devices will vary depending on factors such as availability, shipping logistics, and the number of requests Cisco is handling at the time. It is important to be patient during this process, but you can track the progress using the case number provided.
Once the replacement devices arrive, you can begin the process of swapping them out in your network. Ensure that you follow proper installation and configuration procedures for the new equipment to minimize disruptions to network operations. If you need assistance with the installation process, Cisco’s support team is available to help guide you through any technical issues that may arise during the replacement.
Decommissioning and Returning the Faulty Devices
After successfully installing the replacement devices, you will need to decommission and return the faulty devices to Cisco. Cisco’s replacement program typically includes instructions for returning the old equipment, which may involve sending the defective devices back to Cisco for recycling or disposal.
Follow the instructions provided by Cisco to return the faulty devices. This is an important part of the replacement process, as it helps Cisco manage the issue and ensures that devices containing the faulty components are properly disposed of.
The process of submitting a replacement request to Cisco involves a few straightforward steps, but it is essential to ensure that all details are accurate and complete to avoid delays. By downloading and completing the “Replacement Product Order Spreadsheet,” submitting it to Cisco for review, and tracking your case number, you can ensure that your affected devices are replaced promptly. This proactive approach allows you to prevent downtime caused by the clock signal degradation issue and maintain the integrity of your network infrastructure. Once the replacement devices are installed, you can rest assured that your network is free from the risks posed by the faulty components, allowing you to focus on other critical network management tasks.
Additional Considerations
While the process for identifying affected devices and submitting a replacement request to Cisco is well-defined, there are additional considerations that network administrators should keep in mind. As with any major hardware issue, the clock signal degradation problem requires proactive planning, a clear understanding of the replacement process, and careful coordination to minimize the risk of disruption to network operations. In this section, we will discuss some of the important factors to consider during this remediation process, as well as provide final thoughts on how to best manage the situation to ensure a smooth transition to new equipment.
Warranty and Service Contracts: The Key to Replacement Eligibility
One of the most important factors in determining whether a device is eligible for replacement under Cisco’s remediation program is whether it is covered by a valid warranty or service contract. Cisco’s replacement program is only available for devices that are under warranty or have an active service contract at the time of the failure. Devices that are no longer covered by these agreements may not be eligible for free replacement.
It is crucial for organizations to keep track of the warranty status and service contract details for all networking equipment. By maintaining accurate records of warranty periods and service contract renewals, administrators can ensure that they are prepared in the event that a failure occurs. If a device is no longer covered by warranty, organizations may need to explore alternative solutions for replacing the faulty components, including purchasing extended warranties or entering into a new service contract.
If the device is under warranty or covered by an active service contract, you can submit the replacement request as part of Cisco’s program. If the replacement request is denied due to the lack of warranty or an expired service contract, it may be necessary to renew the contract or purchase a replacement at full price.
Planning for Replacement: Timing and Network Impact
The timeline for receiving replacement devices will vary depending on factors such as product availability and shipping logistics. It is important to plan ahead to ensure that replacement devices arrive before the affected devices fail. Cisco has provided a window of time to proactively replace devices before the failure becomes a widespread issue, but delays in receiving replacement products could cause disruptions if devices fail unexpectedly.
Network administrators should prioritize devices that are most likely to fail based on their operational lifetime. Devices that have been in use for more than 18 months should be replaced as soon as possible to prevent an unplanned failure from impacting critical services. For devices approaching the third year of operation, the risk of failure increases significantly, so proactive replacement should be a priority.
It’s also important to have contingency plans in place in case of unforeseen delays. For example, consider deploying backup devices or configuring redundant systems to ensure that there is minimal downtime if a device fails. By planning for potential service interruptions, you can ensure that the network continues to function smoothly even during the transition to replacement equipment.
Decommissioning and Replacing Affected Devices
Once replacement devices arrive, the next step is to decommission and replace the faulty equipment in your network. This may involve removing the affected devices from service, physically installing the new units, and configuring them to take over the necessary tasks. Proper installation and testing are essential to minimize downtime and ensure that the new equipment integrates seamlessly with the rest of your network infrastructure.
During the decommissioning process, ensure that the devices are securely wiped of any sensitive data, especially if they are being returned to Cisco or disposed of. Following best practices for device decommissioning will help maintain network security and prevent unauthorized access to critical information. If you’re unsure about the return or disposal process, consult Cisco’s guidelines to ensure proper handling of the faulty devices.
Additionally, if the replacement devices are significantly different from the original models, you may need to update your network configuration or perform firmware updates to ensure compatibility. Work closely with Cisco’s support team if any issues arise during the installation or configuration process to ensure a smooth transition to the new equipment.
Communicating with Cisco’s Support Team
Throughout the replacement process, you may encounter questions or issues that require support from Cisco. Having a case number on hand will be critical when communicating with Cisco’s support team. If there are delays in the replacement process, or if you encounter technical difficulties, Cisco’s support team will be able to assist you in resolving the situation.
Cisco’s support channels are available to help with troubleshooting, installation, and configuration. Administrators should take advantage of these resources to ensure that the replacement process goes smoothly. By proactively engaging with Cisco’s support, you can address any challenges early on and avoid further delays.
Long-Term Network Security and Maintenance
Once the affected devices have been replaced, it is important to implement long-term strategies to maintain the security and reliability of your network. The clock signal issue is just one of many potential risks that organizations must address in their ongoing network maintenance and security programs. To ensure that your network remains resilient against future issues, consider the following best practices:
- Regularly Update Firmware and Software:
Keeping your devices up to date with the latest firmware and software updates is crucial for maintaining security and performance. Regular updates help patch known vulnerabilities, fix bugs, and improve the overall stability of your network infrastructure. Set up a schedule for periodic reviews and updates to ensure that your devices are always running the latest, most secure versions. - Monitor Network Health:
Continuously monitoring the health and performance of your network can help detect potential issues before they escalate into more serious problems. Use monitoring tools to track key performance metrics, such as device uptime, CPU usage, and network traffic, to ensure that everything is functioning as expected. Early detection of abnormal behavior can help prevent unexpected failures or downtime. - Implement Redundancy and Backup Systems:
Redundancy is one of the most effective ways to ensure that your network remains operational in the event of hardware failure. By deploying redundant systems, such as backup routers, switches, or servers, you can ensure that network services continue to function even if a primary device goes down. Redundancy minimizes the impact of hardware failures and provides a safeguard against unexpected disruptions. - Conduct Regular Audits:
Regular network audits are essential for identifying vulnerabilities and areas that need improvement. By reviewing network configurations, security policies, and device health, you can ensure that your network infrastructure is optimized and protected from future issues. A comprehensive audit can also help identify any other devices that may be affected by similar issues or require replacement.
Navigating the Clock Signal Issue and Maintaining Network Resilience
The clock signal degradation issue affecting Cisco’s products presents a significant challenge for organizations that rely on these devices for their network infrastructure. However, with the proactive steps outlined in this guide, network administrators can effectively manage the replacement process, ensuring that their devices are swapped out before failure occurs and minimizing the risk of network downtime. By submitting replacement requests, coordinating the installation of new devices, and maintaining a proactive approach to network maintenance, organizations can maintain the stability and security of their network operations.
It is important to stay informed about potential issues, keep accurate records of device warranties and service contracts, and take advantage of Cisco’s support resources to ensure that any challenges are addressed promptly. By following these best practices, you can protect your network from the risks posed by hardware failures and ensure that your organization’s infrastructure remains resilient in the face of unforeseen challenges.
Final Thoughts
The clock signal degradation issue identified by Cisco highlights an important aspect of managing network infrastructure: proactive monitoring, timely replacement, and careful attention to hardware lifecycle management. While the issue itself may initially seem overwhelming, Cisco’s prompt response and clear remediation plan provide a pathway for organizations to address the problem before it causes significant operational disruption.
By understanding the issue and following the outlined steps, such as identifying affected devices through the “show inventory” command, completing the Replacement Product Order Spreadsheet, and submitting the request to Cisco, network administrators can ensure that their networks remain secure and reliable. The proactive replacement of devices at risk of failure is a key element of maintaining continuous service and avoiding unexpected downtime that could affect business operations.
The most crucial takeaway is the importance of maintaining up-to-date service contracts and warranty information. These contracts are the foundation of Cisco’s replacement program, and ensuring that your equipment is covered provides you with the necessary protections when issues like this arise. Maintaining an inventory of network devices, including their service status and warranty periods, can save time and effort when unexpected failures or recalls occur.
However, it is also important to consider the long-term implications of network management. The clock signal issue is just one of many hardware-related risks that organizations may face. Ensuring that redundant systems are in place, network monitoring is actively conducted, and firmware updates are regularly applied is crucial for safeguarding against both known and unknown vulnerabilities.
Looking beyond this particular issue, network administrators should continuously evaluate their network infrastructure for potential risks and take a holistic approach to security and reliability. This involves not only addressing immediate concerns like the clock signal degradation issue but also implementing strategies for disaster recovery, business continuity, and regular audits to ensure the overall health and resilience of the network.
In conclusion, while dealing with hardware failures and recalls is never ideal, Cisco’s replacement program and proactive steps provide an effective solution to mitigate the risks posed by the faulty clock signal component. By staying informed, organized, and prepared, organizations can ensure the longevity and stability of their network infrastructure and reduce the chances of unplanned downtime or operational disruptions. The key to overcoming such challenges lies in preparedness, proper asset management, and a commitment to continuous improvement in network maintenance practices.