FCO A0319-1: Proactive Expired: Seagate 750GB drives in Pillar Axiom 500/600 systems are failing at a higher than expected rate in the field.

Asset ID:	1-73-1495361.1
Update Date:	2013-11-21
Keywords:

Solution Type FAB (standard) Sure

Solution 1495361.1 : FCO A0319-1: Proactive Expired: Seagate 750GB drives in Pillar Axiom 500/600 systems are failing at a higher than expected rate in the field.

Applies to:

Pillar Axiom 500 Storage System - Version Not Applicable to Not Applicable [Release N/A]
Pillar Axiom 600 Storage System - Version Not Applicable to Not Applicable [Release N/A]
Information in this document applies to any platform.
__________
Sun FAB > Hardware > Proactive

Affected Parts

1450-00172-20 - Seagate 750GB SATA Data drive, Model ST3750640NS
1450-00173-20 - Seagate 750GB SATA 13th drive, Model ST3750640NS (Hot Spare)
1000-00018-20 - Brick, Seagate 750GB SATA drives

Symptoms

Customer impact may range from system crash, loss of access to data, or actual data loss.

Impact

Seagate 750GB SATA drives (model ST3750640NS) are failing at high rate in field, predominately due to media defects in conjunction with system handling of failures.

Changes

Contributing Factors

Impacted drives shipped between May, 2007 and September, 2009.

Cause

The Seagate 750GB drive is EOL as of January 01, 2012. The replacement drive is the Hitachi 1TB or 2TB. Field spares were purged in May, 2011 and completed in June, 2011 prior to Pillar becoming part of Oracle. All new systems are shipping with Hitachi 1TB/2TB drives.

Solution

Target Completion Date: 31-October-2013

After the above date the implementation strategy reverts to Reactive/Upon Failure only.

Workaround

No workaround available - see Resolution section below.

Resolution

*** This FCO changed from Proactive to a Reactive implementation as of 31-Oct-2013. ***

For contracted Pillar Axiom systems proactively replace the affected 750GB bricks (p/n 1000-00018-20), by first replacing the 13th drive in each 750GB Brick with a 1TB 13th hot-spare drive (p/n 1450-00267-30), then installing one 1TB brick (p/n 1400-00078-31) for each 750GB brick, allowing customer to transfer data from the 750GB bricks to the 1TB bricks. FE should also order a spare data drive (p/n 1450-00266-30) to have on-hand in case of any hard drive failures.

Proactively identify impacted systems by working with your Regional FCO Deployment Manager (listed below) and follow the FCO319 750GB Brick Replacement "HOWTO" (CAP) document ID 1496733.1.

TSC personnel should follow the instructions listed in "HOWTO" document ID 1501907.1.

Identification of Affected Parts (how to):

All Seagate 750GB SATA drives (Model ST3750640NS) installed in Pillar Axion 500 and 600 Systems are impacted by this issue.

The impacted Regional End-User Lists are to be managed by the FCO Regional Deployment Managers who are identified below;

  NAMER: Dennis Cairns <dennis.cairns@oracle.com>

  EMEA: Mike Netz <mike.netz@oracle.com>

  JAPAC: Alvin Lim <khee-huat.lim@oracle.com>

  LATAM: Marcos Omura <marcos.omura@oracle.com>

Per shipment and MOS records there are no affected customers in JAPAC or LATAM.

A "Customer Ready Document" is attached to provide written communication to impacted customers.

Hardware Remediation and Material Availability Details

At the time of publication of this knowledge article, Services Logistics had sufficient material to support this mandatory activity.

Defective Material Return Instructions: When returning defective 750GB brick, data and 13th hot-spare drives, check Bad/Suspect box on Return Label, and write 319 to the right of the FCO# field. If the spare data drive was opened but not used, mark the Defective Material Return tag as Good. Please remember to send all parts back as soon as possible to avoid impacting FE Aging.

If return paperwork is missing reference the Oracle Part Return Instructions.

Comments

For Field Labor planning purposes please reference the below information.

TIME ESTIMATE: Initial on-site visit for adding 4 Bricks: 15 minutes per brick to add to config = 1hr plus 1hr rack and stack (15 min / brick) = 2hrs total (no down time required). On the second visit for removal of old Bricks and recabling of new, plan for 3 hrs of down time for up to 4 bricks and approximately 30 minutes for each additional Brick.

References

1496733.1 FCO 319 Field Process Flow (CAP)

1501907.1 FCO 319 TSC Work Instructions

For information about FAB documents, its release processes, implementation strategies and billing information, click here.

In addition to the above you may email:

FAB-Manager_US_grp@oracle.com

Contacts:

Contributor: brian.lasch@oracle.com, ben.donahue@oracle.com
Responsible Engineer: brian.lasch@oracle.com
Responsible Manager: stuart.marshall@oracle.com
Business Unit Group: Storage - Pillar

Attachments

This solution has no attachment