2x WS-C3850 - after upgrade to 9.16.09.06.SPA - Switch will not boot. No Rommon.

[Bastian-Uz]

Hello,

befor two days i did an upgrade to 9.16.09.06.SPA on two WS-C3850 Switches.
I did it with "software install file <image-name>"

Install process looks fine, but after reboot, both switches will not boot any more.

The LED-Statis is:

STAT = green
DUPLX = green
SPEED = green
STACK = green
SYST = green
ACTV = orange
XPS= orange
S-PWR = orange
Ethernet-Jacks=off

I get recurring the messages from the attaches picture, after 5 minutes, the screen is freezing. cant type anyting.

Rommon is not useable.

I also tryed to leave the switches keep running over night, but without succss... same on the next morning

Is there a possibility to get the switch recoverd... rs232 file transfer, usb, ... ??

Unfortunately, switches no longer have a guarantee...

thx for your help and best regards,
Bastian

[Reza Sharifi]

Hi,

What is the 3850 model number?

Did you make sure you have enough space in flash before upgrading? The size of the file is almost 430MB.

Do you have the required amount of memory for this Image?

Can you break into the Rommon?

https://www.cisco.com/c/en/us/td/docs/switches/lan/catalyst3850/software/release/3se/system_management/configuration_guide/b_sm_3se_3850_cg/b_sm_3se_3850_cg_chapter_01110.html#task_1021182

HTH

[julian.bendix]

Hi!

The IOS-XE version you mean is 16.9.6.
In the image name there is just the term "k9" in front of the version, to identify the image as k9, meaning it supports strong encryption.

From which version were you trying to upgrade?
Are those two standalone switches or one stack?

Thanks and br
Juls

[Bastian-Uz]

Hello,

thanks for your fast reply.
Install-process was successful. after install-process i got an message to reboot and i did this. after this i got the loop-"boot"-process attached in the video.
This process will stop after 5 minutes and the screen is freezing.

I'm not 100% sure of the version before but i think to remember it was 16.3 (Denali).

@julian.bendix 
Both devides are stand-alone.
Rommon is not possible.

[julian.bendix]

Hi!

I guess the image for version 16.9.6 was broken then.. otherwise it would be one hell of a coincidence that it happens on both switches.

Few more questions now:
Did you upgrade any other swithces that went successful?
Did you verify the Checksum of the image on the switch before upgrading?

Is sending a break sequence via console connection definitely not working, to force the switch into ROMMon during boot?

BR

Juls

[Bastian-Uz]

Hi,

short answer. no and no. 

yes i did try to send a break but wit no success.

[julian.bendix]

Okay..

Sounds even more like the image has an issue.

But not getting into ROMMon is another issue.

Is it possible that you try that with different clients (laptops) and different programs (Putty / SecureCRT / TerraTerm) ?

[Reza Sharifi]

See if you are able to get to ROMMON this way:

https://www.cisco.com/c/en/us/td/docs/switches/lan/catalyst3850/software/release/16-3/configuration_guide/b_163_consolidated_3850_cg/b_163_consolidated_3850_cg_chapter_010010101.html#task_1021182

Step 1	Connect a terminal or PC to the switch. Connect a terminal or a PC with terminal-emulation software to the switch console port. Connect a PC to the Ethernet management port.
Step 2	Set the line speed on the emulation software to 9600 baud.
Step 3	Power off the standalone switch or the entire switch stack.
Step 4	Reconnect the power cord to the or the active switch. Within 15 seconds, press the Mode button while the System LED is still flashing green. Continue pressing the Mode button until a prompt is seen; then release the Mode button.

[Leo Laohoo]

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@Bastian-Uz wrote:

Unfortunately, switches no longer have a guarantee...

---

3850 is covered under Enhanced Limited Lifetime Hardware Warranty until the End-of-Support date of 31 October 2025, 

The switch can still be RMA-ed.

[Bastian-Uz]

Hi,

sorry, our sandbox marked all as solution
OK, so i understand the only way is to RMA the devices.
Today I did try to get help from Cisco-Support, but they will not help me without contract

For Information: I found some posts with the same problem:
https://community.cisco.com/t5/switching/cisco-3850-won-t-boot-after-upgrade-03-03-4-gt-16-09-04/m-p/3959259#M476747

[Leo Laohoo]

---

@Bastian-Uz wrote:

Today I did try to get help from Cisco-Support, but they will not help me without contract

---

Did your place of work originally purchase the appliance?  If yes, do you have proof of purchase:  Purchase Order or Delivery Receipt?

[Bastian-Uz]

Hi,

yes he did. Normally yes... but I guess this won't improve anything.

Cisco-Support says:
Unfortunately, this product does not appear to be under contract for technical support. In order to receive technical support, a contract would need to be purchased through a Cisco partner/reseller.

[Leo Laohoo]

---

@Bastian-Uz wrote:

yes he did. Normally yes... but I guess this won't improve anything.

---

If there is "proof of purchase" then the appliance can be RMA-ed because 3850 is covered under Cisco's very-own Enhanced Limited Lifetime Warranty.

A valid "Service Contract" is not needed if there is "proof of purchase".  

[Bastian-Uz]

Hi,

okay, thats a very good information. Thank you very much. I will check this!