Pillar Axiom 300 Storage System
 
Pillar Axiom 600 Storage System
 
Pillar Axiom 500 Storage System
 

PLA-Support>Sun Systems>Sun_Other>Sun Collections>SN-OTH: Sun FAB
 
_Old GCS Categories>Sun Microsystems>Sun FAB>Hardware Remediation>Mandatory
 

This FCO changed from Proactive to a Reactive implementation as of 11-Oct-2013.

In this Document

Symptoms

Changes

Cause

Solution

Oracle Confidential PARTNER - Available to partners (SUN).
Reason: FABs available to Internals and Partners only

Applies to:

Symptoms

The above drives can experience higher than expected failure rates under certain conditions. Pillar provides RAID protection to the arrays of drives, so there is no loss of access to data when a single drive fails.

Impact

Drives in the Pillar Axiom Storage System containing down-level firmware can fail when idling due to the erroneous application of heat to the write element of the read/write head.

Changes

Contributing Factors

This issue impacts any Pillar Axiom Storage System containing any of the above Fibre Channel disk drives with down-level firmware as shown in the table below.

Cause

Root Cause

The problem was recently identified by the drive manufacturer as a drive firmware issue and has been fixed in an updated release of the drive firmware.

As the failure is associated with the drive being in idle mode, Pillar has released a RAID firmware patch that keeps the drive actively scrubbing the disk surface when not servicing I/O, rather than performing the scrub action once every 24 hours and then remaining idle. This change is included in AxiomOne Releases 3.5.4 and 4.2.3 (and later) releases.

This fix was cut-in via new drives in late January of 2011 in Pillar Manufacturing and Logistics spares.

A legal approved Customer Ready Document is attached if customer requests information in writing on this issue.

Solution

Target Completion Date: 30-Sep-2013

After the above date this proactive remediation will cease and will be Reactive (Upon Failure Only)

Workaround

No workaround available - see Resolution section below.

Resolution

*** This FCO changed from Proactive to a Reactive implementation as of 11-Oct-2013. ***

Proactively identify impacted systems by working with your Regional FCO Deployment Manager and update firmware per the FCO318 Seagate Firmware Update Process "HOW TO" document ID 1491369.1.

When going on-site, FE should take two spare data drives per customer location to have in case any drive fall-out is experienced during the firmware update.  If either spare drive is not used it should be returned unopened or, if opened, documented as Good and FCO# 318 entered on the Defective Material Tag.

It is estimated that on average it will take between 4 and 6 hours of on-site activities to complete this update. This update is disruptive in nature and will require one or more system restarts depending on the firmware versions to be applied. It may be necessary to upgrade up to three versions of FC drive firmware.

Important! Prior to updating the disk firmware ensure the Axiom software is at R4 or R5 (or above).  For more information on this, refer to "HOW TO" document ID 1478160.1 for R4 and "HOW TO" document ID 1452336.1 for R5. These "HOW TO" documents are also linked in the FCO318 Seagate Firmware Update Process "HOW TO" document referenced above.

TSC personnel should follow the instructions listed in "HOWTO" document ID 1500959.1.

Identification of Affected Parts (how to)

In addition to the affected customer lists being maintained by the Regional Deployment Managers, follow the instructions in the firmware upgrade HOWTO document listed above to determine how to identify affected systems.


Hardware Remediation and Material Availability Details

Sufficient material is available in all Regions to support this FCO activity.

The below listed Regional Deployment Managers are managing the proactive remediation activities.  For questions about potentially impacted customers please work through your country FCO representative or your Regional Deployment Manager (RDM);

APAC  - Alvin Lim
Japan - Toshiyuki Takahashi
EMEA  - Mike Netz
LATAM - Marcos Omura
NAMER - Dennis Cairns

Below old verbiage when Pillar ESAMs were managing this activity, has been removed.

Until the end of February 2012, the Pillar ESAM will initiate the Service Request and order part through Pillar Logistics. A duplicate MOS Service Request will need to be opened for Oracle field engagement.  No parts should be ordered through Oracle Logistics until the Pillar to Oracle logistics migration is complete.

Beginning February 27, 2012, the Pillar ESAM will initiate the Service Request and order part through Oracle/Pillar support for Bee Cloud customers still requiring the upgrade. For all other Pillar customers requiring the upgrade, the Oracle field team will initiate the Service Request and order part through Oracle/Pillar support. All parts should be ordered through Oracle Logistics now that Pillar parts stock has been migrated to Oracle Logistics.

Comments

This firmware upgrade procedure should only be attempted by Axiom trained, Oracle badged service personnel.  TSC personnel should follow the Work Instructions document listed in the References section below, specific to FCO 318 activities.

References

TSC Work Instructions  - HOWTO Doc Id 1500959.1

ECO: ECO2370 (Pillar)

For information about the FAB process refer to;

  http://my.oracle.com/site/cs/17516/17518/17988/24503/index.html

In addition to the above you may email:

   FAB-Manager_US_grp@oracle.com

Contacts

Contributor: frank.johnson@oracle.com, ben.donahue@oracle.com
Responsible Engineer: brian.lasch@oracle.com, carlos.pecina@oracle.com
Responsible Manager: stuart.marshall@oracle.com
Business Unit Group: Pillar (NWS)

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