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Cisco Content Delivery Engine Series

Field Notice: FN - 62877 - CDE400 and CDE200 SATA Drives May Drop Out of Service - Firmware Upgrade Required


September 28, 2007

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.


Products Affected

Products Affected

CDE - CDE200-2-500-xxx

CDE - CDE400-2-500-xxx

Problem Description

Cisco's CDE200 and CDE400s with Western Digital WD5000YS hard drive may be dropped from a RAID set without reporting errors after a period of normal usage.

Western Digital has documented on their Services and Support page the following information:

WDxxxxYS drive firmware upgrade utility

Problem Description:

This firmware resolves an issue where a WD1600YS, WD2500YS, WD4000YS, or WD5000YS hard drive is dropped from a RAID set without reporting errors after a period of normal usage. This utility is designed to upgrade the firmware of the following hard drives:

- WD1600YS

- WD2500YS

- WD4000YS

- WD5000YS

Caution: Do not attempt to run this software on any hard drives other than what is listed above.

Background

Cisco has tracked a problem recently seen in both our internal labs and at a few customer sites with 500GB drives dropping from a RAID configuration to be related to a down rev WD firmware.

The WD upgrade procedure has been tested to work by Cisco's devtest engineering teams. After firmware Revision 09.02E09 is successfully installed, the last two digits of the model number will be changed from B00 to B01.

Problem Symptoms

A WD1600YS, WD2500YS, WD4000YS, or WD5000YS hard drive may be dropped from a RAID set without reporting errors after a period of normal usage.

Workaround/Solution

Cisco's service logistics (RMA) product is not affected as this is a new Product Family and a fix was put in place prior to Service orders being fulfilled.

Important: Please ensure that any important data is backed up from the hard drive and that the drive is removed from the RAID array (the array is offline) before updating the firmware.

Important: If a pop-up blocker is installed, you may need to disable it in order to download the software below.

In order to use the utility on numerous drives at a time, BIOS of the system must scan the onboard BIOS firmware for the controller. To do this the BIOS option to scan add-in card firmware must be enabled.

To enable BIOS option to scan you must:

  1. Set the BIOS to boot from Removable Drives.

  2. Set ROM Scan Order to Addon first.

  3. Boot from a DOS formatted floppy in a USB floppy drive.

  4. Run the WD firmware utility.

Once these changes are made in the BIOS, the utility located at the Western Digital Service and Support Downloads page will present all drives in the system for the upgrade.

Utility Instructions:

  1. Download the YSUpgrade.zip file.

  2. Extract the file pertaining to your hard drive model onto bootable medium (floppy, CD-RW, network drive, and so on.). For example, If you wish to upgrade the firmware of a WD2500YS hard drive, extract the file "WD2500YS.exe" to the bootable medium.

  3. Boot the system to be updated to the medium where the update file was unzipped.

  4. Run the file by typing the file name at the command prompt. For example, type WD2500YS.exe at the command prompt.

  5. The software will scan the Serial ATA bus and automatically update the WDxxxxYS hard drive that is connected and recognized. It may take up to two minutes to update the firmware of the hard drive.

    Important: Please ensure that the computer system is not turned off during the firmware upgrade. Doing so may damage the hard drive beyond repair.

  6. Once completed, a message will be displayed that the firmware has been updated to the following revision:

    WD1600YS: Revision 20.06C06

    WD2500YS: Revision 20.06C06

    WD4000YS: Revision 09.02E09

    WD5000YS: Revision 09.02E09

Important: If you are having issues updating the firmware of a drive connected to a PCI Serial ATA controller or Serial ATA RAID controller, please install the drive into a system with Serial ATA connections directly on the motherboard (Onboard Serial ATA controller) and try again.

If you have a Cisco Smartnet On Site Services (OSS) contract and would prefer Cisco OSS to perform this upgrade please open a TAC Case using the "Cisco TAC Service Request" Online Tool (note: you must be a registered CCO user) or call TAC at 1 800 553-2447 to schedule an upgrade appointment.

Revision History

Revision

Date

Comment

1.0

28-SEP-2007

Initial Public Release

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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