Field Notice: FN74158 - Limited Number of Cisco 1100 Integrated Services Routers Can Experience Memory Failures - Hardware Upgrade Available

A limited number of dynamic random-access memory (DRAM) components in Cisco 1100 Integrated Services Routers that are 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 ISR1100 Routers 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 reset.

The issue can result in a failure to boot to Cisco IOS Software after a crash, reload, or upgrade, resulting in the following error message on the front panel console port that is repeated every 5 minutes:

Initializing Hardware... 
Initializing Hardware... 
Initializing Hardware... 

Cisco recommends replacement of the affected Cisco ISR1100 Routers in order to avoid potential device failure. For information about requesting a replacement, see the Upgrade Program Information section of this field notice after validating the serial number(s) of the affected units as described in the How to Identify Affected Products section of this field notice.

Important notes for replacement orders:

• The 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, network modules, or fans, just like any regular Return Material Authorization (RMA). All non-faulty components will need to be swapped from the old device to the replacement device.

• Customers can raise a return-only RMA when they are ready to return the faulty devices by following the instructions in the Additional Information section of this field notice.

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

Use the following link to raise a return-only RMA: Support Case Manager (cisco.com)

To initiate a return RMA, use 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# FN74158
   Bill to ID: (not mandatory)