Crashed Assets in CX Cloud

[alanpimentel]

Hi there,

In the link Supported Product Families - Cisco for CX Cloud, it shows all the eligible families with Software Insights and Fault Insights but there are also a topic named "Assets with Crash Risk Insights" and a topic "Crashed Assets with/without diagnostic Insights".

What does the "Crashs" topics means? Devices in the Crashed list without diagnostic are not supposed have a Success Track coverage? They won't have Software and Fault Insights because they are "crashed"?

What means a device in the eligible list being also showed at the Crashed without diagnostic insights?

Best regards

[gtomich]

Hi @alanpimentel 

The topics "Assets with Crash Risk Insights" and "Crashed Assets with/without Diagnostic Insights" in CX Cloud refer to the analysis and management of devices that have experienced or are at risk of experiencing crashes.

Crash Risk Insights provide predictive analytics to identify devices that may be prone to crashing based on historical data and machine learning algorithms. This helps in proactive management and mitigation of potential issues before they occur Ref CX Cloud Release Notes September 2023 (https://www.cisco.com/c/en/us/support/docs/cx/cx-cloud/cx220925-cx-cloud-release-notes-september-2023.html ).

Crashed Assets are devices that have already experienced a crash. These assets are categorized based on whether diagnostic insights are available or not. Devices without diagnostic insights may not have sufficient data to analyze the cause of the crash, which can limit the ability to provide Software and Fault Insights Ref CX Cloud Release Notes March 2024 (https://www.cisco.com/c/en/us/support/docs/cx/cx-cloud/cx221808-cx-cloud-release-notes-march-2024.html ).

If a device appears in both the eligible list and the crashed list without diagnostic insights, it indicates that while the device is eligible for insights, the crash event has limited the availability of diagnostic data, potentially affecting the coverage of Success Tracks Ref CX Cloud Release Notes May 2022 (https://www.cisco.com/c/en/us/support/docs/cx/cx-cloud/cx217892-cx-cloud-release-notes-may-2022.html ). 

If you are getting devices under this or any other topics and you think there is an error, do feel free to open a support case (video with the steps https://video.cisco.com/detail/video/6341054604112?autoStart=true&q=CX%20cloud or click the "?" button and select "CX Cloud Support") for the team to help address the specific scenario.

[alanpimentel]

Hi there,

When Cisco talk about "Crashed Assets", we're talking about operational system problem and the solution is update the software version to the new version that Cisco will release, right?

[Chris Camplejohn · Accepted solution]

Not always.  It depends on the root cause of the crash.  Some crashes can be hardware-related.  Many are software.  Not every software crash requires a software upgrade, though.  Some could be handled with configuration changes or work-arounds.  It all just depends on what caused the device (asset) to crash.  The goal of the Crashed Assets feature in CX Cloud is to expedite the analysis of the root cause of a crash so you can make a decision on next steps.