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Asset ID: 1-75-1004259.1
Update Date:2011-01-11
Keywords:

Solution Type  Troubleshooting Sure

Solution  1004259.1 :   Analyzing Internal non-RAID Disk Failures for x64 Windows Systems  


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PreviouslyPublishedAs
205887


Description
Document description
Summary:

This document addresses analyzing internal non-RAID Disk Failures on x64 running the Microsoft Windows OS.

Symptoms:

- Disk service LED illuminated
- Disk errors in system messages files
- Disk errors on console

Please validate that each troubleshooting step below is true for your environment.

The steps will provide instructions or a link to a document, for validating the step and taking corrective action as necessary.

The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution.

Please do not skip a step.



Steps to Follow
Steps to follow

Step 1. Verify a supported platform disk and part number:

The following link references a support document that assists in the identification of a disk part number. In addition, the document provides the public web location of the Sun systems handbook to confirm the disk in question is a supported disk for your platform:

<Document: 1010055.1> Identifying Sun Supported Platform Disks

Disks that are not listed on a platforms documentation and deemed unsupported. This is because they have not been tested and therefore have unknown properties and as such may produce unknown errors.
Even if an unsupported disk appears to work correctly, it is recommended to always use supported disks for contracted platforms.

Step 2. Verify disk is not a member of a RAID array:

The following references support information that assists in identifying if your Windows operating environment is installed as part of a RAID array or not:

Windows:
Click on the following:

Right Click on My Computer and select Properties.
Select the Hardware tab from the window that appears.
Click on Device Manager.
Click on Disk Drives. Installed disk(s) are listed.

If the drive(s) listed are display with the disk name(s) Adaptec, LSI, NVIDIA or StorEdge then your platforms drives are under the control of a LSI RAID management device.
If however the drive(s) listed display the name(s) Fujitsu, Hitachi or Seagate then your platform is not configured under the control of a RAID device therefore is a JBOD only (Just a Bunch Of Disks).

Troubleshooting steps differ for platforms that are installed under the control or a RAID management device. This is because disks under RAID control are hidden from the operating environment and are referenced as a pseudo or meta-device.

Step 3. Verify disk firmware revision and known applicable issues:

The following link references a support document that assists in identifying the disk model number and firmware revision to check for known issues and if applicable patch updates:

<Document: 1008396.1> How to Identify Optical and Hard Disk Firmware Revisions for Checking of Known Issues

Patches and firmware updates are often available for disks under multiple operating systems.
Checking for known issues and updates results in decreased downtime.

Step 4. Verify disk is online has has not been going offline and no physical disk hardware problem:

The following link reference a support document that assists in identifying the online/offline status of directly attached platform disks. This document also discus the location of your operating system error logs and the format in which disk errors should appear:

<Document: 1011590.1> How to check for Windows platform disk errors and online/offline status

Disks that are not directly attached to the platform for example installed in an external storage array, are not discussed in this document.


Storage array disks may have different properties when connected to and behind an external controller and as such change the error syntax and tools used for collection and configuration.

Step 5. Run information gathering programs and raise a Sun service request:

The following link reference support information that assists in the gathering of information from your Windows platforms using its own information gathering tool.

Windows msinfo32:

Click on Start and select Run.
Type "msinfo32" in the text box that appears.
Select the File menu and then select Export.
Provide a file name and send this file to Sun.

This is necessary if the resolution steps above did not resolve your issue and Sun needs to be engaged to continue diagnosis for you. Information gathering programs gather operating system parameters and configuration information from your platform.

At this point, if you have validated that each troubleshooting step above is true for your environment, and the issue still exists, further troubleshooting is required. For additional support contact Sun Support.




Product
Sun Ultra 40 Workstation
Sun Ultra 40 M2 Workstation
Sun Ultra 20 Workstation
Sun Ultra 20 M2 Workstation
Sun Java Workstation W2100z
Sun Java Workstation W1100z
Sun Fire X4600 Server
Sun Fire X4600 M2 Server
Sun Fire X4540 Server
Sun Fire X4500 Server
Sun Fire X4440 Server
Sun Fire X4200 Server
Sun Fire X4200 M2 Server
Sun Fire X4100 Server
Sun Fire X4100 M2 Server
Sun Fire X2200 M2 Server
Sun Fire X2100 Server
Sun Fire X2100 M2 Server

Internal Comments
The following is strictly for the use of Sun employees:

This document contains normalized content and is managed by the the Domain Lead(s) of the respective domains.


To notify content owners of a knowledge gap contained in this document, and/or prior to updating this document, please contact the domain engineers that are managing this document via the "Document Feedback" alias listed below:


Normalization team alias: tsc-emea-x64@sun.com

Domain Lead: anthony.mcnamara@sun.com


x64, normalized, windows, disk
Previously Published As
91623

Change History
Date: 2007-12-29
User Name: 31620
Action: Approved
Comment: Published using interim normalization rules supplied by the Normalization Program Team: (circa mid-December 2007)
o Content visibility is appropriate
o External links are in the proper format
o No internal-only document links
o Normalized keyword present
o No in-line images
o Consistent use of language and grammar
o Solution type consistent with WTS at:
http://sale-wts.uk.sun.com/~brianja/x64_normalization.html
o Product metadata seems appropriate
o Summary and Symptoms sections present
o Resolution Path, Steps to follow seem logical and numbered
where appropriate
o Verified Brian Jackson as the Domain Lead
o Links only tested to one level down and are in the correct format

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