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.
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|Affected Product ID
||There were no defects filed with this field notice at the time of publication.|
Some Firepower 9300 and 4100 Series Security Platform Network Modules were shipped with incorrect programming of the authentication device and fail to boot.
Some Firepower Network Modules that shipped from approximately October 17, 2016 through January 20, 2017 contain incorrect programming of the authentication device. As a result, some network modules might indicate that the unit is not a genuine Cisco product and fail to boot.
Affected units are not field upgradable and hardware replacement is required.
Affected Firepower Network Modules output these error messages to the CLI or chassis manager GUI:
"The module in this slot may not be a genuine Cisco product." The Cause of the fault is indicated as "Act2 Fail."
An example of critical error CLI output messages on the FPR 9300 or FPR 4100 security appliance are shown here:
Last Transition Time: 2016-12-13T13:21:34.875
Description: Failed Identification Test in slot - 2 (SSP MIO 6x10G FTW SFP+ SR Module). The module in this slot may not be a genuine Cisco product. Cisco warranties and support programs only apply to genuine Cisco products. If Cisco determines that your insertion of non-Cisco modules into a Cisco product is the cause of a support issue, Cisco may deny support under your warranty or under a Cisco support program such as SmartNet.
Affected Object: sys/switch-A/slot-2
Name: Equipment Switch Card Act2 Lite Fail
Cause: Act2 Fail
...output continues ...
These two images show the error message output on the Firepower Chassis Manager (FCM) GUI.
Refer to the Cisco Firepower Chassis Manager Faults and Error Messages guide for additional information on Firepower error messages.
Cisco recommends replacement of the affected Firepower Network Modules. Customers should request replacements for affected product with the upgrade order form in the Upgrade Program section of this document.
How To Identify Affected Products
Some Firepower Network Modules that shipped from approximately October 17, 2016 through January 20, 2017 are affected.
The serial number can be obtained from the CLI or through visual inspection of the network module.
Enter the show inventory command in order to obtain the serial number of the network module (highlighted in this example):
fp9300-A# conn fxos fp9300-A(fxos)> show inventory
NAME: "Chassis", DESCR: "Cisco Firepower 9300 Security Appliance"
PID: FPR9K-SUP , VID: V01 , SN: JAD1234ABCD
NAME: "Module 1", DESCR: "Firepower 9300 Supervisor"
PID: FPR9K-SUP , VID: V01 , SN: JAD1234ABCD
NAME: "Module 2", DESCR: "Firepower 8x10G SFP+ NM"
PID: FPR-NM-8X10G , VID: V01 , SN: JAD1234ABCD
Visual Inspection of the Firepower Network Module
The serial number label is located on the bottom surface of the module. The serial number can also be referenced on the Sales Order documentation.
Use the Cisco Serial Number Validation Tool in order to validate your Firepower Network Module serial number(s).
Umpire Program - Firepower Network Modules
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:
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