Customer had an ACE 20 reload... Here's the show version:
Cisco Application Control Software (ACSW)
TAC support: http://www.cisco.com/tac
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loader: Version 12.2
system: Version 3.0(0)A1(6.3a) [build 3.0(0)A1(6.3a) adbuild_02:16:25-2008/02/02_/auto/adbu-rel3/ws/rel_3_0_0_a1_6.3-throttle/REL_3_0_0_A]
system image file: [LCP] disk0:c6ace-t1k9-mz.3.0.0_A1_6_3a.bin
installed license: no feature license is installed
Cisco ACE (slot: 2)
number of cpu(s): 2
cpu type: SiByte
cpu: 0, model: SiByte SB1 V0.2, speed: 700 MHz
cpu: 1, model: SiByte SB1 V0.2, speed: 700 MHz
total: 957640 kB, free: 305080 kB
shared: 0 kB, buffers: 4768 kB, cached 0 kB
total: 1014624 kB, used: 360960 kB, available: 653664 kB
last boot reason: NP 1 Failed : NP Process Crashed
configuration register: 0x1
amsglvdccr3a2 kernel uptime is 488 days 6 hours 2 minute(s) 16 second(s)
NAME: "module 2", DESCR: "Application Control Engine Service Module"
Is there any additional information that should be gathered to establish whether or not this is the bug definitively? Since the "workaround" in the bug is to "Upgrade to ACE30" it seems more platform related than software related, but the Kernel uptime is almost 18 months... so that makes it seem like it's process driven, which should be something that software could fix...
I'm hoping there's an ACE expert that can clear up my conception of what is going on here.
So I got some additional information from the customer - he was quick to point out the 18 months of kernel uptime... and also noted that when the error occurred, this ACE, which was supposed to be the standby ACE, went active, so there were two active ACE's.
I have been advised that a "reload" of the module was what restored the device to active/standby:
"We reloaded the module and it’s up in standby now (instead of active / active."