Networking Clock Signal Q&A

Summary: Guidance from Dell in relation to the Networking Clock Signal issue identified early 2017

Article Content


Symptoms

Dell EMC Networking switches S3048-ON, S4048-ON, S4048T-ON, S6010-ON, S6100-ON, Z9100-ON and C9010 might fail starting after 18 months or longer due to component failure.


ISSUE

Dell EMC has been notified by one of our suppliers that certain Dell EMC Networking products that are listed in the Systems Affected section above might start experiencing failures after 18 months or longer in operation due to a component failure.  

The product failure rate is expected to be extremely low, and is currently estimated to be significantly less than 1% over the first 24 months in operation. The rate may slowly increase over time as the products accumulate additional run time.

A component manufactured by one supplier, and included in some Dell EMC Networking products as described above, has been seen to degrade over time.

Although the Dell EMC products with these components are currently performing normally and no failures have been reported to date (as of Aug 1, 2017), some product failures may occur over the years, beginning after the unit has been in operation for approximately 18 months.

Once the component has failed, the system CPU will stop functioning but traffic may continue to flow.  Once encountered it is likely that the unit will not boot, and will not be recoverable.  Typically the system or card will stop functioning and will hang or reboot continuously. The issue may not be observed until a reboot or power cycle occurs.


Resolution

SOLUTION

There is currently no workaround for this issue but there are early warning flags that can be enabled via a new patch release for the following affected models running Dell OS9 (S3048-ON, S6100-ON, Z9100-ON and C9010 platforms).

Dell EMC takes quality and customer satisfaction extremely seriously.  Realizing this industry wide situation may impact customers, Dell EMC will work with each affected customer to provide a satisfactory resolution up to and including replacing any affected Dell EMC network product.  

Dell EMC Networking has already incorporated a solution for this issue for all new products.  Models with a date of manufacturing after February 7, 2017 or which have an updated Part Number will not need to be replaced as they already contain a solution for the issue.

Dell EMC plans to begin replacement of affected product starting in late Q4 2017.

Note, while the program will begin in Q4, the exact timeline for a specific customer contact is difficult to predict.  Unit replacement is determined regionally with a priority on replacing the oldest units first – and will run until every unit has been considered.

To support our customers and partners, affected products under warranty or covered by a valid service contract as of February 7, 2017 will qualify for the proactive field replacement (PFR) program.  Customers with affected products that are not covered by a warranty or service contract may choose to purchase a service contract to have affected products replaced.

Customers will be pro-actively notified by Dell to coordinate replacement as units become available. 

If you require further assistance, or if you have any further questions in regards to the information that is provided in this field notice, feel free to contact your Dell account representative or Dell Tech Support.


FAQ

Q: What will I experience if my product is impacted?
A: If the impacted component has failed, the system CPU will stop functioning but traffic may continue to flow. Typically the system or card will stop functioning and will hang or reboot continuously. The issue may not be observed until a full reboot or power cycle occurs.

A Proactive Field Replacement program is being put in place by Dell EMC.

Q: How and when will Dell EMC get in touch with me to replace my products?
A: Dell EMC will publish updates on Dell.com/Support and impacted customers will be notified directly via phone and email by our Field Quality Management team starting in Q4 2017 (but only when replacement switches are available in the local region). 

While the program will begin in Q4, the exact timeline for a specific customer contact is difficult to predict.  Unit replacement is determined regionally with a priority on replacing the oldest units first – and will run until every unit has been considered.

Q: Do I need to contact Dell to get replacement product or be issued a Return Merchandise Authorization (RMA)?
A: No you do not need to proactively contact Dell to get replacement product. Dell will contact individual customers to coordinate for product replacement as material becomes available.

Q: What if my switch is no longer under warranty?
A:  To be eligible for the Proactive Replacement Program, customers must have had a valid warranty contract as of 2/7/2017 or later.    Customers with effected products that have a warranty expired prior to 2/7/2017 may choose to purchase a service contract to have affected products replaced.

Q: What if my switch is affected (was under warranty on Feb 7, 2017), but is no longer under warranty or service contract, and I experience a failure?

A: In this case the unit will be replaced as the program priority comes up.  The replacement timing has no NBD (or other) timeline guarantees (in cases where there is no existing Support contract).  To guarantee that units are replaced within the use case requirements, please keep the support contract current to ensure timely replacements.

Q: How does Dell learn about flaws in its programs and products?
A: Dell has a robust product development and testing cycle that we are always improving. When we detect issues, we work quickly to resolve them. In addition, we foster an open relationship with our suppliers and together, make every effort to identify and resolve issues before they may occur and work quickly to resolve any issues that arise.

Q: Which supplier provided the affected component?
A: Dell stands behind all of our products. As a matter of policy, Dell does not publically name suppliers.

Q: What if my switch fails before a replacement unit is received?
A: Dell stands behind the warranty of all of our products and will repair/replace any defective hardware via the standard warranty and support process.

Q: Is this a safety issue?
A: No, there is no safety risk with this component failure. Once the component fails, the system will stop functioning.

Q: When does the 18 month windows for increased failure rate begin and what is the expected failure rate?
A: The 18 month timeframe for beginning to see increased failure rate is determined based off total system power-on runtime, not manufacturing or ship date. While the rate may begin to increase at the 18 month mark, the product failure rate is expected to be extremely low, and it is currently estimated to be significantly less than 1% over the first 24 months in operation.

Q: Is there any way to assess if a system is nearing failure?
Early warning detection can be enabled via a new patch release for the following affected models (S3048-ON, S6100-ON, Z9100-ON and C9010 platforms).  This patch is available via dell.com/support.


Q: What is Dell doing to prevent this type of issue in the future?
A: Dell is always working to improve product and supplier quality. Dell has worked with our supplier to improve the quality of components supplied to Dell with the purpose of continuing to increase the overall quality and reliability of Dell products worldwide.

Q: Who can I direct additional questions to?
A: If you require further assistance, or if you have any further questions in regards to this issue, feel free to contact your Dell account representative or Dell Tech Support.

Article Properties


Affected Product

PowerSwitch S3048-ON, PowerSwitch S4048T-ON, PowerSwitch Z9100-ON, PowerSwitch S6100-ON, C9010 Modular Chassis Switch, PowerSwitch S6010-ON, PowerSwitch S4048-ON, Active Fabric Controller, AP1130, AP122, AP130, AP150W, AP230, AP245X, AP250, AP550, Brocade 300, Brocade 4424 Switch FI, Brocade 5100, Brocade 5300, Brocade 6505, Brocade 6510, Brocade 6520, Brocade G620, Brocade M5424, Brocade M6505, Cisco Catalyst 3032, Cisco Catalyst 3130, Cisco Catalyst 3130G, Cisco Catalyst 3130X, Cisco Catalyst 3750E-48TD, Cisco Catalyst 4900M, Cisco Catalyst 4948-10GE, Cisco Nexus B22Dell Blade Fabric Extender, Connectrix, Connectrix AP-7600B, Connectrix B-Series Hardware, Connectrix B-Series Software, Connectrix Cabinets, Connectrix CNX-S4048, Connectrix D-Series Hardware, Connectrix DS-300B, Connectrix DS-5100B, Connectrix DS-5300B, Connectrix DS-6505B, Connectrix DS-6510B, Connectrix DS-6520B, Connectrix DS-6610B, Connectrix DS-6620B, Connectrix DS-6620B-V2, Connectrix DS-6630B, Connectrix DS-6630B-V2, Connectrix DS-7720B, Connectrix DS 300B, Connectrix DS 6505B, Connectrix DS 6510B, Connectrix DS 6520B, Connectrix DS 6610B, Connectrix DS 6620B, Connectrix DS 6630B, Connectrix EC-1700-B/C, Connectrix ED-48000B, Connectrix ED-DCX6-4B, Connectrix ED-DCX6-8B, Connectrix ED-DCX7-4B, Connectrix ED-DCX7-8B, Connectrix ED-DCX8510-4B, Connectrix ED-DCX8510-8B, Connectrix Manager Converged Network Edition, Connectrix MDS-9124, Connectrix MDS-9132T, Connectrix MDS-9134, Connectrix MDS-9148, Connectrix MDS-9148S, Connectrix MDS-9148T, Connectrix MDS-9216A, Connectrix MDS-9222i, Connectrix MDS-9250i, Connectrix MDS-9396S, Connectrix MDS-9396S PSI, Connectrix MDS-9396T, Connectrix MDS-9506, Connectrix MDS-9509, Connectrix MDS-9513, Connectrix MDS-9706, Connectrix MDS-9706-V2, Connectrix MDS-9710, Connectrix MDS-9710-V2, Connectrix MDS-9718, Connectrix MDS-9718-V3, Connectrix MDS-Series Data Center Network Manager, Connectrix MDS-Series Firmware, Connectrix MDS-Series Firmware 2.X, Connectrix MDS-Series Firmware 3.X, Connectrix MDS-Series Firmware 4.X, Connectrix MDS-Series Firmware 5.X, Connectrix MDS-Series Firmware 6.X, Connectrix MDS-Series Firmware 7.X, Connectrix MDS-Series Firmware 8.X, Connectrix MDS-Series Hardware, Connectrix MDS-Series Software, Connectrix MDS 9132T, Connectrix MDS 9148S, Connectrix MDS 9148T, Connectrix MDS 9396S, Connectrix MDS 9396T, Connectrix MP-7500B, Connectrix MP-7800B, Connectrix MP-7810B, Connectrix MP-7840B, Connectrix MP-8000B, Connectrix MP 7810B, Connectrix MP 7840B, Connectrix NEX-5020, Connectrix SANnav, Connectrix VDX-6740B, Connectrix VDX-6740B, Dell EMC Networking VEP1425/VEP1445/VEP1485, OS9, SmartFabric OS10, Dell 10Gb-K Ethernet Pass-Through, Dell Ethernet Pass-Through, Dell 10Gb Ethernet Pass-Through, Active Fabric Manager, Brocade M8428-k, Dell Networking vCenter Plug-In, Dell Networking OS for OpenFlow, Dell EMC OpenManage Network Integration for VMware vCenter, Dell OpenManage Network Manager, Dell EMC Ruckus SmartZone 100 Controller, Dell EMC Ruckus SmartZone 300 Controller, Dell EMC Ruckus ZoneDirector 1200 Controller, FC San, FC8 Pass-Through, FN IO Module, C7004/C150 Aggregation Core chassis Switch, C7008/C300 Aggregation Core chassis Switch, Force10 E1200i, Force10 E300, Force10 E600i, Force10 MXL Blade, Open Automation, Force10 S2410-01-10GE-24P, Force10 S2410-01-10GE-24CP, Force10 S25N-S50N, Force10 S25-01-GE-24P, Force10 S25-01-GE-24T, Force10 S25-01-GE-24V, Force10 S50-01-GE-48T-V, Force10 S50-01-GE-48T, PowerSwitch S3048-ON, PowerSwitch S4048-ON, PowerSwitch S4810P, PowerSwitch S4810-ON, PowerSwitch S4820T, PowerSwitch S5000, Force10 S50P, Force10 S55T, Force10 S60-44T, PowerSwitch S6000, PowerSwitch S6000 ON, Software Defined Networking, Force10 Z9000, Dell Networking Z9500, HiveManager NG, Mellanox M2401G, Mellanox M3601Q, Mellanox M4001F FI, Mellanox SB7800 Series, Mellanox SX6000 Series, Dell EMC BSN Controller Node, Dell EMC BSN Controller VM, Dell EMC BSN Recorder Node, Dell EMC BSN Services Node, C1048P Port Extender, C9000 Series Line Cards, C9010 Modular Chassis Switch, Dell EMC Ruckus Cloudpath, Dell EMC Ruckus E510 Access Points, H-Series Director-Class Switch, Networking H Series Edge, H-Series Spine and Leaf Modules, Dell EMC Ruckus M510 Access Points, Dell EMC Networking MX5108n, Dell EMC Networking MX7116n, Dell EMC Networking MX9116n, Dell EMC Networking MXG610s, PowerSwitch N1100-ON Series, PowerSwitch N1500 Series, PowerSwitch N2000 Series, PowerSwitch N2100 Series, PowerSwitch N2200-ON Series, PowerSwitch N3000 Series, Dell EMC PowerSwitch N3000E-ON Series, Dell EMC PowerSwitch N3100 Series, PowerSwitch N3200-ON Series, PowerSwitch N4000 Series, Dell EMC Ruckus P300 Series Access Points, Dell EMC Ruckus R300/R500/H-Series Access Points, Dell EMC Ruckus R600/R700 Series Access Points, Dell Networking S3100 Series, PowerSwitch S4048T-ON, PowerSwitch S4112F-ON/S4112T-ON, PowerSwitch S4128F-ON/S4128T-ON, PowerSwitch S4148F-ON/S4148T-ON/S4148FE-ON, PowerSwitch S4148U-ON, PowerSwitch S4248FB-ON /S4248FBL-ON, PowerSwitch S5048F-ON, PowerSwitch S5148F-ON, PowerSwitch S5212F-ON, PowerSwitch S5224F-ON, PowerSwitch S5232F-ON, PowerSwitch S5248F-ON, PowerSwitch S5296F-ON, PowerSwitch S6010-ON, PowerSwitch S6100-ON, Dell EMC Ruckus T300 Series Access Points, Dell EMC Ruckus T600 Series Access Points, Dell EMC Ruckus T700 Series Access Points, Dell EMC Ruckus Virtual Software, W-Series 207 Access Points, W-Series 304/305 Access Points, W-Series 314/315 Access Points, W-Series 324/325 Access Points, W-Series 334/335 Access Points, Dell Networking X1000 Series, Dell Networking X4000 Series, PowerSwitch Z9100-ON, PowerSwitch Z9264F-ON, PowerSwitch Z9332F-ON, PowerConnect 2124, PowerConnect 2216, PowerConnect 2224, PowerConnect 2324, PowerConnect 2508, PowerConnect 2608, PowerConnect 2616, PowerConnect 2624, PowerConnect 2708, PowerConnect 2716, PowerConnect 2724, PowerConnect 2748, PowerConnect 2808, PowerConnect 2816, PowerConnect 2824, PowerConnect 2848, PowerConnect 3248, PowerConnect 3324, PowerConnect 3348, PowerConnect 3424, PowerConnect 3424P, PowerConnect 3448, PowerConnect 3448P, PowerConnect 3524, PowerConnect 3524P, PowerConnect 3548, PowerConnect 3548P, PowerConnect 5212, PowerConnect 5224, PowerConnect 5316M, PowerConnect 5324, PowerConnect 5424, PowerConnect 5448, PowerConnect 5524, PowerConnect 5524P, PowerConnect 5548, PowerConnect 5548p, PowerConnect 6024, PowerConnect 6024F, PowerConnect 6224, PowerConnect 6224F, PowerConnect 6224P, PowerConnect 6248, PowerConnect 6248P, PowerConnect 7024, PowerConnect 7024F, PowerConnect 7024P, PowerConnect 7048, PowerConnect 7048P, PowerConnect 7048R, PowerConnect 8024, PowerConnect 8024F, PowerConnect 8100 Series, PowerConnect B-8000, PowerConnect B-8000e, PowerConnect B-DCX, PowerConnect B-DCX-4s, PowerConnect B-FCXs, PowerConnect B-MLXE16, PowerConnect B-MLXE4, PowerConnect B-MLXE8, PowerConnect B-RX, PowerConnect B-RX16, PowerConnect B-RX4, PowerConnect B-RX8, PowerConnect B-TI24X, PowerConnect 5012, PowerConnect 3024, PowerConnect 3048, PowerConnect 2016, PowerConnect FCS624S, PowerConnect J-EX4200-24F, PowerConnect J-EX4200-24t, PowerConnect J-EX4200-48t, PowerConnect J-EX8208, PowerConnect J-EX8216, PowerConnect J-EX4200, PowerConnect J-EX4500, PowerConnect J-EX82XX, PowerConnect J-SRX100, PowerConnect J-SRX210, PowerConnect J-SRX240, PowerConnect M6220, PowerConnect M6348, PowerConnect M8024, PowerConnect M8024-K, W-3200, W-3400, W-3600, W-6000, W-620, W-650, W-651, W-7005, W-7008, W-7010, W-7024, W-7030, W-7200 Series, W-7205, W-Airwave, W-AP103, W-AP103H, W-AP105, W-AP114/115, W-AP124/125, W-AP134/135, W-AP175, W-AP204/205, W-Series 205H Access Points, W-AP214/215, W-AP224/225, W-AP274/275, W-AP68, W-AP92/93, W-AP93H, W-Series 228 Access Points, W-Series 277 Access Points, W-Clearpass 100 Software, W-ClearPass Hardware Appliances, W-ClearPass Virtual Appliances, W-IAP103, W-IAP104/105, W-IAP108/109, W-IAP114/115, W-IAP134/135, W-IAP155/155P, W-IAP175P/AC, W-IAP204/205, W-IAP214/215, W-IAP224/225, W-IAP274/275, W-IAP3WN/P, W-IAP92/93, W-Series FIPS, PowerEdge M IO Aggregator, PowerPath, PowerPath for AIX, PowerPath for HP-UX, PowerPath for Linux, PowerPath for Solaris, PowerPath for Windows, PowerPath Management Appliance, PowerPath/VE, PowerPath/VE for VMware, SAN Copy, SAN Copy Series, SAN Copy/E, Dell EMC SD-WAN EDGE 3000, Dell EMC SD-WAN EDGE 500, Dell EMC SD-WAN Edge 600, SmartFabric Director, Sonicwall CDP Series, Sonicwall Clean Wireless Series, Sonicwall Eclass NSA Series, Sonicwall EX Series, Sonicwall GMS Series, Sonicwall NSA Series, Sonicwall SRA Series, Sonicwall Supermassive Series, Sonicwall TZ Series, Sonicwall WXA Series, Dell Networking VEP4600 16-Core, Dell Networking VEP4600 4-Core, Dell Networking VEP4600 8-Core, VisualSAN, VisualSRM, Volume Logix, W-Series Controller AOS

Last Published Date

20 Nov 2020

Version

2

Article Type

Solution

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