Trusted T8311C Expander Interface Does Not Perform Hot Swap As Expected Posted on October 1, 2019 by Brandy McNeil Trusted T8311C Expander Interface Does Not Perform Hot Swap As Expected Product Safety Group 1201 South Second Street Milwaukee, WI USA 53204 firstname.lastname@example.org expanding human possibility™ PRODUCT NOTICE Notice of Potential Product Concern Rockwell Automation issues a Product Notice when it identifies a product(s) anomaly that may cause commercial or customer satisfaction concerns. Trusted T8311C Expander Interface Does Not Perform Hot Swap As Expected Reference: 2019-10-001 Date: October 2019 This Product Notice informs you of a potential anomaly that exists with the Trusted T8311C Expander Interface. During a hot swap procedure, the module normally detects the release of the module latches indicating a pending module removal. If a second module has been installed, the system will pass control to the second module and shut down the module pending removal. On some Expander Interface modules, the release detection does not operate and the automatic hot swap does not occur. – Product Identification – The affected product is the Trusted T8311C Expander Interface with manufacturing dates from June 1, 2018 through August 21, 2019, or serial number date codes of T1806 through T1908. Product that has already been returned and updated may be identified either through the serial number or by the placement of a red dot next to the serial number on the carton label and nameplate. A listing of product within the affected date code range that has been updated as of the release of this notification is included as Appendix B of this letter. PRODUCT NOTICE Page 2 of 5 expanding human possibility™ The module identification information may be found on the module nameplate, located on the side of the module. The catalog number will be in the upper right corner and the manufacturing date code will be the first five characters of the serial number, located under the serial number bar code. In the example shown to the left, the catalog number is T8311C and the serial number is T18031001, or date code T1803. The manufacturing date of this product is prior to the affected date code range of T1803 through T1908 and would not be affected by this anomaly. This image is shown as an example only. For product still in its shipping carton, the product identification information is found on the carton label. The catalog number is in the lower left in the CAT field and the manufacturing date code will be the first five characters of the serial number, located under the serial number bar code in the lower left corner. In the example shown to the left, the catalog number is T8311C and the serial number is T18031001, or date code T1803. The manufacturing date of this product is prior to the affected date code range of T1803 through T1908 and would not be affected by this anomaly. This image is shown as an example only. – Description – A potential anomaly exists with the Trusted T8311C Expander Interface. During a hot swap procedure, the module normally detects the release of the module latches indicating a pending module removal. If a second module has been installed, the system will pass control to the second module and shut down the module pending removal. On some Expander Interface modules, the release detection does not operate and the automatic hot swap does not occur. – Temporary Workarounds – No temporary workaround has been identified. Customers are advised to implement the corrective actions in the following section. PRODUCT NOTICE Page 3 of 5 expanding human possibility™ – Correction – Customers requesting repair or exchange should submit a request for a Return Material Authorization (RMA) by sending an email to email@example.com with subject line “PN 2019-10-001 RMA Request”. An RMA will be returned by email with processing instructions. Rockwell Automation will accept requests for repair or exchange product for a period of 18 months from the initial publication of this Product Notice. – Requested Customer Action – Rockwell Automation requests you take the following actions: Check if you have a product affected by this Product Notice. Refer to the Product Identification and Description sections of this document for product identification assistance. All returns should be over packed to prevent shipping damage during transit. Continue to check incoming shipments for potentially affected product. Product in transit or in non-Rockwell Automation inventory may continue to contain potentially affected product for a period of time after the publication of this document. If you need additional assistance, please contact Rockwell Automation Technical Support. See Appendix A for local telephone numbers. Customers without TechConnect℠ support contracts should reference this Product Notice when calling. Customers with TechConnect support contracts may be able to chat online with support representatives. Reference this Product Notice when connected to a support engineer. The most current version of this Product Notice is posted on the Rockwell Automation Support Center, http://www.rockwellautomation.com/knowledgebase, as ID number 1090459. Additional languages may also be available at the end of this article attached as downloadable PDF documents. If this Product Notice does not affect you because you do not have the products any longer, or if you are a Distributor, Rockwell Automation asks that you forward a copy of this notice, with any identifying documentation, immediately to the person or company that now has the product. We also ask that you contact Rockwell Automation Technical Support and provide the location of the affected units. We appreciate your immediate cooperation. If you have any questions, please contact us. Sincerely, ROCKWELL AUTOMATION You can register for Automatic Product Safety Advisories and Product Notices from Rockwell Automation by email. Go to the Support web page at http://www.rockwellautomation.com/support and click the Search Knowledgebase – Get Answers link. Sign in with your TechConnect Account or free Rockwell Automation Member Account and you can subscribe to important product updates, including Product Safety Advisories and Product Notices. Trademarks not belonging to Rockwell Automation are property of their respective companies. PRODUCT NOTICE Page 4 of 5 expanding human possibility™ Appendix A Regional Technical Support Information The following list can help you to contact the correct technical support center for your location. If your country is not listed, you can find a customer support number for your location by going to the Rockwell Automation Knowledgebase as https://rockwellautomation.custhelp.com. Mouse over Support and select Find Local Support, then enter your location information. If you have a TechConnect℠ support contract, please use the telephone number supplied to you with the contract. Region / Country Phone Number ( ) International Code Region / Country Phone Number ( ) International Code Asia/Pacific Europe Australia 1 800 762 593 Austria (49) 211 41553 664 China 400 620 6620 Belgium (32) 2 716 8411 Hong Kong +852 2887 4666 Czech Republic (420) 28401 5911 India 1 800 2000 121 Denmark (45) 43 466 006 Japan 03 3206 2785 Finland (358) 958 447 419 Korea (82) 2 2188 4400 France (33) 825303132 Malaysia 1 800 80 4851 Germany (49) 211 41553 664 New Zealand 0800 27 27 25 Hungary (420) 28401 5911 Taiwan 080 902 0908 Ireland (44) 01908 635245 Thailand (66) 2936 1500 Italy (Brescia, Milano e Padova) (39) 199 11 99 00 Caribbean Italy (Bologna,Firenze,Napoli, Roma e Torino) (39) 199 11 99 22 All Countries (English) (1) 440 646 3223 Morocco (33) 825303132 All Countries (Español) (1) 440 646 3650 Netherlands (31) 10 266 55 80 Central America Poland (48) 22 32 60 707 Argentina 800.666.0320 Portugal (1) 440 646 3223 Belize (1) 440 646 3650 Slovakia (420) 284015911 Bolivia (54) 800 10 0632 Spain (34) 902 30 93 30 Brazil (55) 11 5189 9500 Sweden (46) 46 19 93 91 Chile 800.53.0012 Switzerland (German) (41) 0844 84 84 11 Colombia 01.800.700.2107 Switzerland (French) (41) 0844 84 84 12 Costa Rica 0800.013.1215 Switzerland (Italian) (41) 0844 84 84 13 Ecuador 58.212.949.0611 United Kingdom (44) 01908 635245 El Salvador (52) 55 5246 2010 North America Guatemala 1.800.288.0108 Canada (1) 440-646-3223 Honduras (52) 55 5246 2010 United States (1) 440-646-3223 Mexico 001.888.365.8677 Nicaragua (52) 55 5246 2010 Panama 001.800.203.3475 Paraguay (54) 11 5554 4000 Peru 0800.535.36 Suriname (1) 440 646 3650 Uruguay (54) 11 5554 4000 Venezuela 800.1.00.3062 PRODUCT NOTICE Page 5 of 5 expanding human possibility™ Appendix B Identifying Updated Product Product that has been factory updated can be identified by the product serial number or by a red dot to the right of the serial number on the product nameplate or carton label. If your product’s serial number is listed below or if your product’s nameplate or carton label has a red paint dot to the right of the serial number, your product has been updated for this anomaly and no action is required on your part. T18101002 T18111013 T18101003 T19011004 T18111002 T19051026 T18111003 T19051030 T18111004 T19051032 T18111005 T19051043 T18111008 T19051050 T18111011 T19051052 T18111012 Product updated prior to the use of the red paint dot may be identified by the serial number listed on the product’s nameplate or carton label. If the serial number of your T8311C is listed here, your product has been updated for this anomaly and no action is required. Product that has been factory updated for this anomaly may be identified by a red paint dot located to the right of the serial number on the product nameplate. If the nameplate or carton label of your T8311C contains a red paint dot as shown in the example image to the left, your product has been updated for this anomaly and no action is required.