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.
Migration to new field notice system
Updated the Defect Information Table
|Affected Product ID
The following Sourcefire product IDs are also affected: DC3500
||There were no defects filed with this field notice at the time of publication.|
Cisco has determined that the RAID controller Battery Backup Unit (BBU) in the Cisco FS3500 Series and SourceFire DC3500 Series management appliances might be subject to a higher than expected failure rate.
Cisco has determined that the affected products shipped between June 2011 and November 2014 might be susceptible to premature failure. The failure rate of the BBU has been observed to be 5% to 10% within the first two years of system operation. The higher failure rate is due to certain characteristics of the lithium ion battery technology.
A redesigned BBU that uses lithium polymer battery technology is now available, which greatly improves the reliability of the BBU and expands the battery life to approximately five years.
For Cisco FS3500 Series and SourceFire DC3500 Series management appliances that run software Version 5.2 or later, a failure of the RAID controller BBU appears as a yellow health alert warning on the console, along with this message output:
1 RAID Adapters checked. 1 RAID Logical drives checked. 4 RAID physical drives checked. sda status: OK. RAID Cache Policy is degraded.
For Cisco FS3500 Series and SourceFire DC3500 Series management appliances that run software versions earlier than Version 5.2, no health warning message appears on the console.
In addition, if the configuration or use of the Cisco FS3500 Series and SourceFire DC3500 Series management appliances require high disk drive usage, a performance degradation and/or failure of the user interface might be experienced as a result of slower file input/output operations.
Cisco recommends replacement of the affected RAID controller BBU hardware.
Order Product ID (PID) FS3500-BBU-KIT= in order to obtain a BBU upgrade kit with instructions for the affected Cisco FS3500 Series and SourceFire DC3500 Series management appliances.
Note: Refer to the Replacing the RAID Battery Backup Unit Assembly on Series 3 FireSIGHT 3500 Defense Centers, Version 5.x document in order to review the upgrade instructions.
Cisco FS3500 Series and SourceFire DC3500 Series products manufactured after November 11, 2014 are free of this issue. Refer to the How to Identify Hardware Levels section of this document for instructions on how to view the current product version.
Use the upgrade form below in order to request a replacement RAID controller BBU for your affected appliance(s). Use the row for FS3500-K9 to request BBU upgrades for the Sourefire DC3500 management appliance.
Note: Service-level agreements do not apply.
How To Identify Affected Products
Cisco FS3500 Series and SourceFire DC3500 Series management appliances that were manufactured between June 2011 and November 10, 2014 are affected.
You can use any of these methods in order to obtain the chassis serial number:
- From the Web User Interface
- From the CLI of the affected product
- Through a visual inspection of the affected product
From the Web User Interface of the affected product, complete these steps:
- Log into the FS3500 or DC3500 Series appliance.
- Navigate to System > Local > Configuration.
- Locate the Serial Number field on the third line of the console screen.
From the CLI of the affected product, enter this information:
admin@Sourcefire3D:~$ sudo -i
root@Sourcefire3D:~# ipmitool fru print 0
Chassis Type : Rack Mount Chassis
Chassis Part Number : SR1234ABC
Chassis Serial : BZPR12345678
Remaining output data follows...
If you desire to perform a visual inspection of the affected product, the chassis serial number label is located at the top-right side of the appliance.
Note: The chassis serial number might also be referenced on the sales order documentation.
Use the Cisco Serial Number Validation Tool in order to validate your Cisco FS3500 Series or SourceFire DC3500 Series management appliance serial number(s).
Umpire Program for the FS3500 and DC3500 Series Management Appliances
A Form must be filled out for each separate Ship to Address.
The Upgrade Order Reference Number should be unique for each time the Form is filled out.
Please enter a valid Serial Number in the Form.
You will receive an acknowledgement email immediately after submitting the Form with Request #. Depending on material availability, both you AND the Customer email address will receive a confirmation email with Order# in 7 to 10 days. UMPIRE orders are proactive replacements and do NOT adhere to normal SLAs or Service Contracts.
NOTE: If your Ship to Address is in the following countries, please expect delays of up to 3 months depending on importation regulations: Argentina, Brazil,, Columbia, Mexico, Venezuela, India, All countries in Asia (ei: Singapore, Malaysia, Hong Kong, China, Vietnam, Korea, Thailand, Philippines), and all non-EU countries (ie: UAE, Russia, Turkey). You will receive your Order# at that time. Thank you for your patience as this process is beneficial for the customer; it will save them the cost of vat/duty in these countries (which is very high).
If you were given a Sales Order Number for the shipment of your replacement parts, please refer to the SO Status Tool (Please note: you must have a CCO User ID and Password to access this site):https://cisco-apps.cisco.com/cisco/psn/commerce
If you were given an RMA Number for the shipment of your replacement parts, please refer to the "Service Order QuickSearch" Tool at the following location (Please note: you must have a CCO User ID and Password to access this site):http://tools.cisco.com/support/serviceordertool/home.svo
If you have not received an email with an Order# after 10 days, please send an email with your Request#(s) and Customer in the Subject line to:mailto:email@example.com
If you were given a Sales Order Number for the shipment of your replacement parts, please refer to the SO Status Tool (Please note: you must have a CCO User ID and Password to access this site): https://cisco-apps.cisco.com/cisco/psn/commerce
Note: Fields marked with an asterisk (*) are required fields.
1 For phone and fax, include 011 and the country code outside North America.
2 The serial number input field for each Product ID can hold up to 4,000 characters, including commas and white space. For longer lists of serial numbers, please submit additional requests.
3 For customers in Japan only *** please enter the building and the floor in the address field. Also, enter the contact person's name, the telephone number and the e-mail address in the appropriate fields..
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:
Receive Email Notification For New Field Notices
Cisco Notification Service—Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.