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Applies to:

Goal

Oracle Confidential (INTERNAL). Do not distribute to customers

This is the process for ordering a replacement IDPROM that has the same HOSTID and Ethernet Address.

Solution

Steps to Follow

Procedure Summary (order of steps):

1. My Oracle Support Service Request Open
2. Obtain IDPROM details
3. Appropriate IDPROM ordered
4. IDPROM received
5. IDPROM replaced
6. My Oracle Support Service Request Closed

Procedure Detail (Steps detailed):

1. Customers open My Oracle Support Service Request by calling toll free Number or via My Oracle Support Web Interface.

2. If the customer does have software applications "tied" to the HOSTID and/or Ethernet Address, the customer should first investigate migrating the licenses to a new hostid.  This is almost always the quickest route to getting the system back up running their application.  If this option is not available the TSE or FE can order an exact IDPROM replacement by sending email to Avnet via the alias AVT-LS-NVRAM@Avnet.com (the old alias nvram@pinnacle.com is still working).

The email needs to contain a completed form with the following template, and the Subject being as stated below...

Subject line: FIELD REQUEST FOR DELIVERY OF A REPLACEMENT IDPROM:

• My Oracle Support Service Request Number:
• Email Address:
• Part Number:
• Request Date:
• Delivery Address:
• Delivery Contact Name:
• FE Name:
• FE Phone #:
• Required Date: (state urgency)
• Platform Type:

The Customer needs At least one of the following... Of the three idPROM datum, HOSTID, EthernetAddress and Barcode Serial Number, the latter offers the highest probability of finding the idPROM info in the idPROM data bases

• HostID:
• Ethernet Address:
• Barcode Serial Number from Label top of idPROM being replaced:

Avnet receives the email and recreates the idPROM. Depending on the urgency status indicated in the email template.  Orders to Avnet are handled during normal business hours 8:30AM to 5:30 PM M-F EST.  Orders received after hours will be shipped the next day.  Orders will be shipped with Next Day Service.   Orders shipped outside of the US may experience additional delays in customs. Avnet has a programmer in EMEA and can ship from there if required.

Avnet can expedite the replacement idPROM directly to the location specified by the FE. However for after-hours support, Avnet has established a direct "paging hotline" at 800.664.1112, for 24 hours a day, seven days a week coverage. Note: the 24 hr service is no longer provided.

3. Upon receipt of replacement, Engineer installs idPROM and ensures system functionality.

4. It is mandatory for the original IDPROM to be returned to Avnet for proper disposal and tracking. Avnet will track information on the duplicated idPROM, including the hostID, ethernet address, platform type, Barcode serial number, date, and Oracle requestor's name.

Other Notes:

If the customer does not have Premier Service Contract for the target system, they need to agree up front to pay T&M charges for this service, even if all Oracle does is order and send the replacement idPROM to the customer, with the customer sending the replaced idPROM to Avnet.

The idPROMs for some platforms are not socketed FRUs. Replacing a defective idPROM in those cases involves replacing a higher level FRU part containing the non-FRU idPROM. PSDi cannot assist in those cases. You need to read the published documents and internal web sites for those platforms covering the replacement and idPROM programming procedures.

How To Find The HostID or Ethernet Address:

If the IDPROM is defective, usually the system cannot be booted. However, during power up you may be fortunate enough for the system to display either the HostID or Ethernet Address on the console. A few power cycles may be necessary to capture the information completely. If the system will run the "banner" command from the OK prompt, that command will give you the system's ethernet address and HOSTID. Another OK prompt command you can try is the "enet-addr", which will present the system's ethernet address. Sometimes the system user has a hard-copy record of the needed information. That is the user wrote it down in the System Log, or the user may still have the Customer Information System(CIS)  Sheet, or some Sales document which contains that information.  The customer may also have sent an explorer in for a past service request, and the explorer database and past Service Requests can be searched.

Again with the HOSTID or system ethernet address and the type of system, PSDi may still be able to determine the idPROM model and will be able to create an exact replacement idPROM for your customer's system. Again this only applies to socketed FRU idPROMs. You can learn the system idPROM model used for a platform by looking at that platform's pages in the online Sun System Handbook.

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