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Have you heard from Dell about the Intel component failures?

We're 15 months into the clock signal issue.

Dell's advisory promises proactive replacement of affected devices starting about 6 months ago.

Anybody heard from them yet?

16 comments
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level 1

Was this component only used in Dell products ?

level 3
3 points · 3 months ago · edited 3 months ago

Thanks for the reply. Seems like it only affects:

Products Affected

Affected Product ID Comments

ASA5506-K8

All revisions and all prior versions are affected

ASA5506-K9

All revisions and all prior versions are affected

ASA5506H-K9

All revisions and all prior versions are affected

ASA5506W-A-K9

All revisions and all prior versions are affected

ASA5506W-B-K9

All revisions and all prior versions are affected

ASA5506W-E-K9

All revisions and all prior versions are affected

ASA5506W-Q-K9

All revisions and all prior versions are affected

ASA5506W-Z-K9

All revisions and all prior versions are affected

ASA5508-K8

All revisions and all prior versions are affected

ASA5508-K9

All revisions and all prior versions are affected

ASA5516-FPWR-K8

All revisions and all prior versions are affected

ASA5516-FPWR-K9

All revisions and all prior versions are affected

THERE ARE MORE

https://www.cisco.com/c/en/us/support/web/clock-signal.html#~field

FN - 64230 - NCS1K-CNTLR Might Fail After 18 Months or Longer Due to Clock Signal Component Failur

FN - 64231 - NCS5500 Line Cards Might Fail After 18 Months or Longer Due to Clock Signal Component Failure

FN - 64252 - IR809/IR829 Industrial Integrated Services Routers Might Fail After 18 Months or Longer Due to Clock Signal Component Failure

FN - 64253 - ISR4331, ISR4321, ISR4351 and UCS-E120 Might Fail After 18 Months or Longer Due to Clock Signal Component Failure

FN - 64228 - ASA 5506, ASA 5506W, ASA 5506H, ASA 5508, and ASA 5516 Might Fail After 18 Months or Longer Due to Clock Signal Component Failure

FN - 64250 - Cisco ISA3000 Industrial Security Appliance Might Fail After 18 Months or Longer Due to Clock Signal Component Failure

Meraki Notification - MX 84, Clock Signal Component Issue (wtf is this)

FN - 64251 - Nexus 9000 Series N9K-C9504-FM-E/N9K-C9508-FM-E/N9K-X9732C-EX Might Fail After 18 Months or Longer Due to Clock Signal Component Failure

Meraki Notification - MS350 Series, Clock Signal Component Issue (wtf is this also)

level 4

My last job is screwed.

level 4
Original Poster3 points · 3 months ago

The Cisco blast radius is much larger than that. ISR4K routers and blade servers (for routers) made the list too.

level 5
It's not the network!3 points · 3 months ago

We already have our 40 ISR4331's replaced. We didn't realize you had to take out all the covers and mounting hardware as the RMAs didn't come with any, so we are waiting on a that stuff now.

We also have our 8 100G Juniper cards replaced. That look a long time.

level 4

No, it affected more than that.

I've already had replacement ISR4331s out of the program.

Wider announcements: https://www.cisco.com/c/en/us/support/web/clock-signal.html#~field

Also a load of other vendors were affected as well.

level 5

Thank you for sharing this. Typical cisco throws information into 3 different websites. I'll update my comment.

level 2
Original Poster3 points · 3 months ago

only used in Dell products ? No. It was big news for lots of network/storage/other appliances from all sorts of vendors. Everything with an Intel C2xxx (Avoton/Rangely) CPU. They're all going to break, apparently.

level 1

We're in the same boat here too. Our account team hasn't been able to provide any information other than at some point in the future now. They've stopped giving even vague dates at this point because they come and go with no change.

level 1

I ended up opening a ticket with Dell and then sending that ticket # to our sales rep. That got enough momentum rolling for our sales rep to engage an SE, who investigated our devices based on serial number. About a week later we received an email that stated that our devices were not in an affected production run, so they should be safe. He stated he couldn’t give more information due to a NDA with Intel. I’m a bit leery about the non-concrete response, but it seemed to be the best I could get out of them.

level 2
Original Poster1 point · 3 months ago

Interesting, thanks.

I know mine are affected. Dell support told me to pound sand if the units hadn't failed yet, that I'd be notified "proactively" when they had replacement hardware... Eight months ago.

level 3

FWIW I’ve had Cisco respond with replacements as early as 6 months post-disclosure to my last batch being replaced about 2 months ago. I believe they were replacing devices on a priority status, with earlier manufacture dates getting priority. I have no insight on whether Dell is doing something similar.

level 3

We did get a “we’ll let you know” response from Dell originally too. It took calling support directly and starting a case to get a “real” response. The online request yielded no results. My assumption is that the case prompted some effort at resolution, if only so it didn’t sit in somebody’s queue for 6 months and mess with their metrics.

level 4
Original Poster0 points · 3 months ago

It took calling support directly and starting a case to get a “real” response.

That's exactly what I did, but I didn't get such good results. That's why I came asking to see if anyone's seen the proactive program in action.

Regarding Cisco, yeah, I know they've been actually doing the proactive replacements, and have had a somewhat-reasonable-if-clunky system for prioritization from the beginning.

level 5

Yeah, I’ve had varied results with Dell’s switch support (and relatively new experiencing it). My only recommendation would be to try to get a ticket opened and refuse to close it until you get some kind of acceptable answer. It might take some phone roulette until you get a friendly tech.

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