FN-415, WS-C35 WLAN Appliance may fail due to degradation of clock signal


Userlevel 7
Extreme Networks recently became aware of an issue from one of our Suppliers that impacts the WS-C35 WLAN Appliance. This issue requires product replacement. We are pro-actively notifying all ExtremeWireless customers and partners of this potential WS-C35 WLAN Appliance issue and our goal is to work with you to swap out suspect WS-C35 unit(s), at no cost to you. Please refer to Field Notice FN-415 and the Clock Issue FAQ for further details. Extreme Networks sincerely apologizes for any inconvenience this pro-active swap out effort may cause you and others in your organization.

Beginning March 20th, 2017, Extreme Networks will start shipping RMA replacement WS-C35 units that includes the fix. Extreme Networks will make best effort in replacing all suspect units as soon as possible. Please be aware it may take an extended period of time to provide you with an RMA replacement unit from our Supplier. You are an extremely important and very prestigious customer and partner for Extreme Networks and your patience in this matter is sincerely appreciated.

Best Regards,
The Extreme Quality and Services Teams

Reference: FN-415

If you have additional questions concerning this information, please contact your Extreme Networks representative, or comment in this thread.

NOTE: Extreme Field Notices are posted on GTAC Knowledge.

11 replies

Userlevel 2
Hi Drew,

first - thanks for your information concerning that issue

one question regarding the shipping no. - do I have any possibility to
check that number without being onsite?

br
Peter
Userlevel 7
Hi,

I've already posted my Q in this post but no problem to move it here...
https://community.extremenetworks.com/extreme/topics/c35-premature-failures

Q: Yes or No, Extreme Networks knows which units are affected and who bought them.

I've had some tickets in the past regarding hardware issues and for some of them Extreme tracked the hardware back to the day it was produced and even looked into the logs to see whether all test steps went ok.

So I'm pretty sure the answer is Yes and I wonder why we've to make a road trip thru the country to check a sticker if it would be easier to just look into a database and filter the required information.
Userlevel 7
I've made the team handling the announcement aware of the questions here (and in the other thread) and have asked them to respond. Ron, thanks for re-posting here.
Userlevel 2
We have updated the Field Notice and the FAQ with instructions for remotely determining the HW revision using the Wireless Assistant.

We have also clarified that the fixed product will begin shipping on March 20, 2017 into new product and replacement product inventories. At this time, all C35 appliances deployed in the field are affected and eligible for requesting a replacement.

Please let us know if there are additional questions.

FN-415
Userlevel 2
Thanks for the additional information und updating the faq! br peter
Userlevel 7
RMAs are open, now we wait 🙂
Userlevel 7
6months later.....

I still wait....... and no update from anyone.
Userlevel 7
6months later.....

I still wait....... and no update from anyone.
Are you saying that you never heard from Extreme "proactively" on this, Ron?
Userlevel 7
6months later.....

I still wait....... and no update from anyone.
I've rx a mail after I've opened all the RMAs - not sure whether that counts as "proactive".

So far I got only replacements for 2 out of 8 chassis - so 2 of 8 RMAs are closed and I still wait for 6 more units.

Since the RMA mails 6 months ago no one contacted me.
Userlevel 2
Hi Ron,

all units already replaced here
br
peter
Userlevel 7
Hi Ron,

all units already replaced here
br
peter
Hey Peter,

so at least they know where Austria is ;-)

br,
Ron

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