| Document Audience: | INTERNAL |
| Document ID: | A0239-1 |
| Title: | Seagate Cheetah 7 FC-AL disk drives may experience higher than expected failure rate. |
| Copyright Notice: | Copyright © 2007 Sun Microsystems, Inc. All Rights Reserved |
| Update Date: | Fri Dec 03 00:00:00 MST 2004 |
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FIELD CHANGE ORDER
(For Authorized Distribution by Sun Services)
FCO #: A0239-1
Status: inactive
Synopsis: Seagate Cheetah 7 FC-AL disk drives may experience higher than expected failure rate.Date: Dec/3/2004
SunAlert: No
Top FIN/FCO Report: Yes
Products Reference: Seagate Cheetah 7 FC-AL disks
Product Category: Storage / Disk
Product Affected:
Systems Affected:
Mkt_ID Platform Model Description Serial Number
------ -------- ----- ----------- -------------
- Anysys - System Platform Independent -
X-Options Affected:
Mkt_ID Platform Model Description Serial Number
------ -------- ----- ----------- -------------
- A5200 All Sun StorEdge A5200 Array -
- D1000 All Sun StorEdge D1000 Array -
- st D130 All Netra st D130 -
- 3310 All Sun StorEdge 3310 Array -
- 3510 All Sun StorEdge 3510 Array -
- 5210 All Sun StorEdge 5210 Array -
- 6020/6120 All Sun StorEdge 6020/6120 Array -
- 6900 All Sun StorEdge 6900 Array -
- 6920 All Sun StorEdge 6920 Array -
- D2 All Sun StorEdge D2 Array -
- D240 All Sun StorEdge D240 Media Tray -
- A1000 All Sun StorEdge A1000 Array -
- MultiPack All Sun StorEdge MultiPack -
- S1 All Sun StorEdge S1 Array -
- T3 All Sun StorEdge T3 Array -
- T3+ All StorEdge T3+ -
- 3910/3960 All Sun StorEdge 3900 Series -
- A3500 All Sun StorEdge A3500 Array -
- A5000 All Sun StorEdge A5000 Array -
- A5100 All Sun StorEdge A5100 Array -Parts Affected:
Part Number Description Model
--------- ----------- -----
540-5522-01 36GB SCSI ST336607LC
540-5629-01 73GB FCAL ST373307LC
540-4520-01 36GB SCSI ST336607LC
540-4525-01 36GB FCAL ST336607FC
540-5455-01 73GB SCSI ST373307LC
540-4521-01 36GB SCSI ST336607LC
540-5456-01 73GB SCSI ST373307LC
540-5693-01 36GB SCSI ST336607LC
540-5459-01 146GB FCAL ST3146807FC
540-5563-01 73GB SCSI ST373307LC
540-5330-01 73GB FCAL ST373307FC
540-5771-01 73GB SCSI ST373307LC
540-4689-01 36GB SCSI ST336607LC
540-4519-01 73GB FCAL ST373307FC
540-5937-02 73GB SCSI ST373307LC
540-5471-01 146GB FCAL ST3146807FC
540-4904-01 36GB SCSI ST336607LC
390-0106-01 73GB SCSI ST373307LC
540-5408-01 73GB FCAL ST373307FC
540-4905-01 73GB FCAL ST373307FC
540-5735-01 146GB SCSI ST3146807LC
540-5626-01 146GB FCAL ST3146807FC
540-4367-01 36GB FCAL ST336607FC
540-4919-01 36GB SCSI ST336607LC
540-5451-01 36GB SCSI ST336607LC
540-5462-01 36GB SCSI ST336607LC
540-5694-01 73GB FCAL ST373307FC
540-5936-02 36GB SCSI ST336607LC
540-5698-01 36GB FCAL ST336607FC
390-0109-01 36GB SCSI ST336607LC
References:
DPCO: 434
ESC: 550349
ECO: WO_27575
FIN: I1136-1
Issue Description:
-----------------------------------------------------------------
| Change History: |
| |
| Nov/3/2004 |
| Added Note regarding lack of FW support for SE3310/3510 in |
| FIN I1136-1. |
| |
| Dec/3/2004 |
| Updated Special Consideration section. |
-----------------------------------------------------------------
Seagate Cheetah 7 FC-AL disk drive models ST336607FC, ST373307FC,
ST3146807FC, and SCSI disk drive models ST336607LC, ST373307LC,
ST3146807LC with serial numbers below 60000 (Sun mfg date codes less
than 0340) are experiencing a higher than expected failure rate due
to a spindle motor issue.
Engineering failure analysis of returned and failed disk drives has
revealed a higher than normal incidence of a particular failure
mode. While the overall global install base of Seagate Cheetah 10k.6
family of disk drives is meeting or close to meeting overall quality
goals, Sun has been advised of certain instances of Cheetah 10k.6 disk
drives impacting our customers.
Serial Number Exposure
----------------------
Type Vendor GB/TYPE Model Seagate Serial#
---- ------ -------- ----------- --------------
DISK SEAGATE 146 FCAL ST3146807FC 3HY5xxxx... (or below)
DISK SEAGATE 146 SCSI ST3146807LC 3HY5xxxx... (or below)
DISK SEAGATE 73 FCAL ST373307FC 3HZ5xxxx... (or below)
DISK SEAGATE 73 SCSI ST373307LC 3HZ5xxxx... (or below)
DISK SEAGATE 36 FCAL ST336607FC 3JA5xxxx... (or below)
DISK SEAGATE 36 SCSI ST336607LC 3JA5xxxx... (or below)
Visual Inspection of Drives
---------------------------
There are two different serial number schemes on these drives. Either
the Seagate serial number or the Sun serial number can be used to determine
if a drive is affected as described below.
1. Example Seagate Serial Number: 3HZ0YKVP00007336
The first 3 characters, "3HZ" in this case, is the vendor code identifying
the drive capacity and generation.
The Seagate serial number scheme is based on a base-34 number (0-9 numeric,
A-Z minus I and O alpha). The most significant bit is in the first position
after the "3HZ" descriptor. In other words, the fourth character, "0" in
this case, is the first digit of the serial number. Any above listed drives
with a 5 or below for this character should be considered affected.
2. Example Sun Serial Number on drive: 0020772-0340A12345
Model indentifier(s) in serial number:
Seagate 10K6 36Gb ="A" both SCSI & FCAL
73GB ="B" both SCSI & FCAL
146GB ="C" both SCSI & FCAL
Seagate Vendor code: 0020772
Manufacture week code: -0340 (This means year 2003, week 40)
Identifier: A (36GB SCSI & FCAL)
Last five digits alpha/numeric: 12345 (risk group = numbers below 60000)
Symptoms
--------
The specific failure mode is spindle motor failure. Unfortunately this
failure mode results in a DNR or Drive Offline condition with no
leading indicators or previous error messages.
The most frequent failures seen are, "Drive not ready" or the drive
may produce excessive read, write or media errors.
Sample error messages:
Mar 03 15:52:03 array02 ISR1[1]: N: u1d07 SCSI Disk Error Occurred (path = 0x0)
Mar 03 15:52:03 array02 ISR1[1]: N: Sense Key = 0x1, Asc = 0x3, Ascq = 0x0
Mar 03 15:52:08 array02 ISR1[1]: W: u1d07 SCSI Disk Error Occurred (path = 0x0)
Mar 03 15:52:08 array02 ISR1[1]: W: Sense Key = 0x3, Asc = 0x3, Ascq = 0x0
Mar 03 15:52:08 array02 ISR1[1]: W: Sense Data Description = Peripheral Device Write Fault
Mar 05 17:48:34 array02 ISR1[1]: W: u1d07 SCSI Disk Error Occurred (path = 0x0)
Mar 05 17:48:34 array02 ISR1[1]: W: Sense Key = 0x3, Asc = 0x31, Ascq = 0x0
Mar 05 17:48:34 array02 ISR1[1]: W: u1d07 SCSI Disk Error Occurred (path = 0x0)
Mar 05 17:48:34 array02 ISR1[1]: W: Sense Key = 0x4, Asc = 0x19, Ascq = 0x0
Identification of Affected Parts
--------------------------------
For all systems, to determine if a system has one of the Seagate Cheetah 7
drives, do one of the following:
If the system is down, run the "probe-scsi" command from the "ok" prompt.
If the system is up, run the "format" command.
If Explorer has run, check the file /opt/SUNWexplorer/bin/diskinfo.
For A1000/A3x00 Arrays attached to a host, an alternative would be to
run one of the two following commands:
A. run #/usr/lib/osa/bin/drivutil -i /sccli/
for example:
./se3kxtr.8302ae82.cheyenne-2004.01.09.20.17/sccli/SN#002AEE
When this issue occurs, the following error codes may indicate that a drive
has failed due a failed spindle motor:
"Sense Code 02x04"
Sample error messages:
/sbus@7,0/QLGC,isp@0,10000/sd@1,0 (sd46):
Error for Command: writeError Level: Fatal
Sense Key: Hardware Error
ASC: 0x2 (no seek complete), ASCQ: 0x0, FRU: 0x0
10098107 c1t8d0
/sbus@7,0/QLGC,isp@0,10000/sd@1,0 (sd46):
Error for Command: readError Level: Fatal
Sense Key: Vendor Unique
ASC: 0x80 (), ASCQ: 0x0, FRU: 0xa
10102117 c2t10d0
/sbus@7,0/QLGC,isp@0,10000/sd@a,0 (sd54):
Error for Command: readError Level: Fatal
Sense Key: Media Error
ASC: 0x11 (unrecovered read error), ASCQ: 0x0, FRU: 0x0
10102117 c1t5d0
/sbus@3,0/QLGC,isp@0,10000/sd@0,0 (sd15):
Error for Command: writeError Level: Fatal
Sense Key: Media Error
ASC: 0x3 (peripheral device write fault), ASCQ: 0x0, FRU: 0x0
10088635 c2t13d0
/sbus@6,0/QLGC,isp@1,10000/sd@d,0 (sd42):
Error for Command: load/start/stopError Level: Retryable
Sense Key: Not Ready
ASC: 0x4 (LUN not ready), ASCQ: 0x0, FRU: 0x0
10096449 c2t9d0 5
Root cause has determined that spindles at the ends of the tolerance
distribution, may result in less oil, which may lead to inadequate
lubrication and thus cause the drive to fail.
Seagate has implemented a new spindle motor design as well as an enhanced
test in their manufacturing process. This fix was implemented at Sun
via ECO# WO_27575.
All parts with affected date codes began being purged from all Services
Regional Stocking Locations via DPCO 434 as of March 15, 2004.
See FINI1136-1 for recommended disk firmware which can help to prevent
unexpected disk outages due to this issue. Note: This FIN does not support
the Minnow SE3310/SE3510 at this time. It will be supported in the 4.1.1
firmware release and this FCO and the FIN will be updated at time of release.Implementation:
---
| | MANDATORY (Fully Pro-Active)
---
---
| | CONTROLLED PRO-ACTIVE (per Sun Geo Plan)
---
---
| X | UPON FAILURE
---
Replacement Time Estimate:
0.5 hours
Special Considerations:
No proactive drive replacements are authorized by this FCO.
If any customer is experiencing a failure rate on these drives that is
higher than expected, please provide full and complete answers to the
following five questions and send them to the disk drive team at:
[email protected]
1. Have you advised the customer of the Seagate 10K.6 disk drive FW fix
for this issue?
Reference FIN ID I1136-1**
Synopsis: Improved firmware for Seagate 10K.6 disk drives will
reduce the incidence of unexpected outages due to a spindle motor
issue.
2. Customer: Identify the customer, and briefly outline the customer's
compute and business environment. Include platform mix, and
disk drive type and distribution.
3. Describe why you think there is an issue and why this relates to
FCO A0239-1. Provide number of failures (if you can by month),
error messages, requested eCPAS, and eCPAS results.
4. What action are you proposing for this customer?
5. Additional information which will help in understanding this
customer's situation.
**NOTE: Does not apply to 3310/3510 at this time. Seagate 10K.6 disk
drive FW fix will be rolled out with next Minnow controller firmware
revision level 4.11 (expected release date is: Feb 2005)
Corrective Action:
Upon Failure Only, replace like for like part numbers using normal
service procedures.
Good Seagate drives will have a DPCO 434 label or be outside of the
affected serial number range.
Comments:
Implementation of firmware upgrades as recommended in FIN I1136-1 can
reduce the likelihood that this spindle motor issue will lead to
unexpected disk outages.
________________________________________________________________________
NOTE: FCO Tracking Instructions for Radiance/SPWeb:
--------------------------------------------------
If a Radiance case involves the application of an FCO to solve a customer
issue, please complete the following steps in Radiance/SPWeb prior to
closing the case:
o Select "Field Change Order" in the REFERENCE TYPE field.
o Enter FCO ID number in the REFERENCE ID field.
For example; A0222-1.
If possible, include additional details in the REFERENCE SUMMARY field
(ie. Upgrade complete, customer declined, etc.)
________________________________________________________________________
Implementation Notes
--------------------
In case of "Mandatory" FCOs, Sun Services will attempt to contact
all known customers to recommend proactive implementation.
For "Controlled Proactive" FCOs, Sun Services mission critical
support teams will initiate proactive implementation efforts for
their respective accounts, as required.
For "Upon Failure" FCOs, Sun Services and partners will implement
the necessary corrective actions as the need arises.
The CIC process must be used for proactive hardware replacement
requests when an FCO is classified as "Upon Failure".
Billing Information
-------------------
Warranty: Sun will provide parts at no charge under Warranty
Service. On-Site Labor Rates are based on specified
Warranty deliverables for the affected product.
Contract: Sun will provide parts at no charge. On-Site Labor Rates
are based on the type of service contract.
Non Contract: Sun will provide parts at no charge. Installation by
Sun is available based on the On-Site Labor Rates
defined in the Price List.
________________________________________________________________________
All FCO documents are accessible via Internal SunSolve. Type "sunsolve"
in a browser and follow the prompts to Search Collections.
For questions on this document, please email:
[email protected]
The FIN and FCO homepage is available at:
http://sdpsweb.central/FIN_FCO/index.html
For more information on how to submit a FCO, go to:
http://pronto.central/fco.html
To access the Service Partner Exchange, use:
https://spe.sun.com
________________________________________________________________________