Pillar Axiom: Callhome event - Axiom Brick Firmware Update Failed

Asset ID:	1-72-1443817.1
Update Date:	2014-12-10
Keywords:

Solution Type Problem Resolution Sure

Solution 1443817.1 : Pillar Axiom: Callhome event - Axiom Brick Firmware Update Failed

Applies to:

Pillar Axiom 600 Storage System - Version Not Applicable and later
Pillar Axiom 500 Storage System - Version Not Applicable and later
Pillar Axiom 300 Storage System - Version Not Applicable and later
Information in this document applies to any platform.

Symptoms

A Callhome for a "Brick Firmware Update Failed" was received from this Axiom.

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Search via the SSN to ensure there are no other SRs open around the time of the event...in most cases, there is already an open SR

Cause

There are several scenarios that can trigger this Callhome event. All involve the inability of the target Brick's RAID Controllers to correctly negotiate an attempt to upgrade its on-board firmware version. Below are some common causes that are easily resolved:

If the Brick's RAID Controller ran into a condition that triggers a fault or disconnect while attempting to download the newer firmware (via software, like an internal fault, or hardware, like a brief power loss)
If you are adding a new Brick and it's firmware is running at a higher revision level than the Axiom's current firmware levels (ie, the new brick is running R5 but the Axiom is still running R4)
The target Brick's RAID Controllers were not primed or faulty and do not know how to negotiate the retrieval of the firmware. This is a sign that the RAID Controller is inherently defective, especially with multiple attempts at the firmware update process.
During scheduled maintenance (e.g. Adding a new brick)
If the RAID Controllers are unable to communicate due to another issue (Over Temperature, Brick Missing)

NOTE: In most cases, causes 4 & 5 would resolve the Brick update firmware event once the other events are resolved... If another Service Request is open and being worked, any new Service Requests opened for a Brick update failed will/should be closed as duplicates until that work is completed.

Solution

If this event were encountered during an actual upgrade or Brick addition, please do the following:

Gather the information regarding the Brick(s) being added/updated, and any software versions (firmware, etc) that may exist for it, and the Axiom.
Take note if several re-attempts at adding the brick results in the same Callhome event.
Gather and upload to the Callhome server a logset if one hasn't been done yet.
Open a Service Request for further assistance.
In case one is needed, confirm possession of a Brick Console cable or have one ordered from the newly opened Service Request (see KM <Document 1389622.1>).

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