SG500-52P-K9 V06 - Error Message - %HAL_config_poe-A-POEFailDetected: POE ERROR

[NewCom]

Hello,

since christmas we have a cluster running with four SG500-52P-K9 V06 switches.

Firmware was updated to the latest version 1.4.9.4.
Today (luckally in after work hours) Unit 4 of the cluster starting acting up.

Symptom

The system monitoring was loosing connection again and again to the whole cluster. The webinterface and the command line had the same behavior. I got to the log (for a few seconds) in both and could catch the following error messages:

Command Line
14-Jun-2018 04:50:43 :%STCK SYSL-A-UNITMSG: UNIT ID 4,Msg:%HAL_config_poe-A-POEFailDetected: POE ERROR(HALP_config_poe_690xx_check_master_reset - Master HW RESET . val 0x0 poe_dev_num 0!!) was detected
14-Jun-2018 04:49:48 :%STCK SYSL-A-UNITMSG: UNIT ID 4,Msg:%HAL_config_poe-A-POEFailDetected: POE ERROR(i2c_read_mem failed. addr 0x1246, dev_num 1, val 0x0, retries 3) was detected
14-Jun-2018 05:01:22 %STCK SYSL-A-UNITMSG: UNIT ID 4,Msg:%HAL_config_poe-A-POEFailDetected: POE ERROR(write_reg_i2c_internal failed. addr 0x139c dev_num 0 val 0x1) was detected

Web Interface
2147468294 2018-Jun-14 05:27:19 Alert %STCK SYSL-A-UNITMSG: UNIT ID 4,Msg:%HAL_config_poe-A-POEFailDetected: POE ERROR(i2c_read_mem failed. addr 0x123c, dev_num 3, val 0x0, retries 3) was detected
2147468295 2018-Jun-14 05:27:16 Alert %STCK SYSL-A-UNITMSG: UNIT ID 4,Msg:%HAL_config_poe-A-POEFailDetected: POE ERROR(i2c_read_mem failed. addr 0x1254, dev_num 3, val 0x0, retries 3) was detected
2147468296 2018-Jun-14 05:27:14 Alert %STCK SYSL-A-UNITMSG: UNIT ID 4,Msg:%HAL_config_poe-A-POEFailDetected: POE ERROR(i2c_read_mem failed. addr 0x1224, dev_num 3, val 0x0, retries 3) was detected
2147468297 2018-Jun-14 05:27:11 Alert %STCK SYSL-A-UNITMSG: UNIT ID 4,Msg:%HAL_config_poe-A-POEFailDetected: POE ERROR(i2c_read_mem failed. addr 0x120c, dev_num 3, val 0x0, retries 3) was detected
2147468298 2018-Jun-14 05:27:08 Alert %STCK SYSL-A-UNITMSG: UNIT ID 4,Msg:%HAL_config_poe-A-POEFailDetected: POE ERROR(i2c_read_mem failed. addr 0x11f4, dev_num 3, val 0x0, retries 3) was detected
2147468299 2018-Jun-14 05:27:05 Alert %STCK SYSL-A-UNITMSG: UNIT ID 4,Msg:%HAL_config_poe-A-POEFailDetected: POE ERROR(i2c_read_mem failed. addr 0x127c, dev_num 2, val 0x0, retries 3) was detected

Power Consumption is totally fine:

Unit Power Nominal Power Consumed Power Usage Threshold Traps Temp (C)
---- ------- ------------- ------------------ --------------- --------- --------
1 On 375 Watts 37 Watts (10%) 95 Disable 43
2 On 375 Watts 28 Watts (7%) 95 Disable 43
3 On 375 Watts 20 Watts (5%) 95 Disable 39
4 On 375 Watts 25 Watts (7%) 95 Disable 39

The log entries show, that unit 4 is acting up. So I pulled the power on it and fired it back up.

The problem isn't showing up for now, but I'm scared that the problem comes back up tomorrow.

Today it happened in after work hours, but maybe tomorrow it's happening in work hours.

Also did I read some community entries with this problem and it always ended with changing the unit as defective.

So is my Unit 4 broken, do I have to return it from where I bought it or how is the cisco rma process working? Do I have warranty with the serial number on the unit and how long in germany?

Best Regards,

NewCom

[mipopov · Accepted solution]

Hello,

Happy New 2019 Year!

If you bought the switch less than 30 days ago - you can return it to your reseller or PoS (Point of Sale).

Otherwise call our center and open the case - RMA process is working

Hope it helps.

Cheers,

Mike

[NewCom]

Hi mipopov,

thanks for your reply. The 30 day return period is over and we will probably have problems, getting this unit replaced by the PoS, because it is end of sale.

Where do I start an RMA Case when I'm located in Germany? Couldn't find any reliable source on the internet or cisco page.

Thanks for your help.!

ps: The switch made trouble again. How fast is your RMA Process?

[mipopov]

Hello again,

this is the SBSC number for Germany:

Germany

0800 503 0017

https://www.cisco.com/c/en/us/support/web/tsd-cisco-small-business-support-center-contacts.html

Cheers, 

Mike

[Kasun Bandara · Accepted solution]

Hi, this is i2c error. you need to raise a RMA and get a replace from point of sale or cisco directely.

regards.

[NewCom]

We will, thanks for the advice!

[Kasun Bandara]

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Good Luck