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- Sun Proprietary/Confidential: Internal Use Only -
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                            FIELD INFORMATION NOTICE
                  (For Authorized Distribution by SunService)

FIN #: I0533-1

Create Date: Nov/19/99

Keywords: 

A minute quantity of ST39102FC 9GB FC-AL disk drives may be susceptible to low amplitude head failures.

Top FIN/FCO Report: No

Products Reference: ST39102FC head failures

Product Category: Storage / Disk;

Product Affected: 

Mkt_ID   Platform   Model   Description   Serial Number
------   --------   -----   -----------   -------------
Systems Affected
----------------

  -       E3000      ALL    Ultra Enterprise 3000           -
  -       E3500      ALL    Ultra Enterprise 3500           -
  -       E4000      ALL    Ultra Enterprise 4000           -
  -       E4500      ALL    Ultra Enterprise 4500           -
  -       E5000      ALL    Ultra Enterprise 5000           -
  -       E5500      ALL    Ultra Enterprise 5500           -
  -       E6000      ALL    Ultra Enterprise 6000           -
  -       E6500      ALL    Ultra Enterprise 6500           -
  -       E10000     ALL    Ultra Enterprise 10000          -

X-Options Affected
------------------

SG-ARY520A-200G    -   -    200GB Sun StorEdge A5200       
SG-ARY521A-200G    -   -    200GB Sun StorEdge A5200        
SG-ARY521A-200GR4  -   -    200GB Sun StorEdge A5200        
SG-ARY521A-200GR5  -   -    200GB Sun StorEdge A5200        
SG-ARY522A-200G    -   -    200GB Sun StorEdge A5200        
SG-ARY522A-200GR4  -   -    200GB Sun StorEdge A5200       
SG-ARY523A-1200G   -   -   1200GB Sun StorEdge A5200      
SG-ARY523A-200G    -   -    200GB Sun StorEdge A5200       
SG-ARY523A-400G    -   -    400GB Sun StorEdge A5200        
SG-ARY523A-800G    -   -    800GB Sun StorEdge A5200        
SG-XARY520A-200G   -   -    200GB Sun StorEdge A5200         
SG-XARY520A-63G    -   -     63GB Sun StorEdge A5200         
SG-XARY521A-200G   -   -    200GB Sun StorEdge A5200        
SG-XARY522A-200G   -   -    200GB Sun StorEdge A5200         
SG-XARY523A-1200G  -   -   1200GB Sun StorEdge A5200       
SG-XARY523A-400G   -   -    400GB Sun StorEdge A5200        
SG-XARY523A-800G   -   -    800GB Sun StorEdge A5200        
SG-XARY541A-400G   -   -    400GB Sun StorEdge A5200

Parts Affected: 

Part Number   Description                      Model
-----------   -----------                      -----

540-3869-0X   ASSY,9GB FC-AL 10K,W/SPUD BRKT   ST39102FC


(SCSI Devices)
Type  Vendor  Model    Serial Number(Min)  Serial Number(Max)  Firmware
----  ------  -------  ------------------  ------------------  --------
Disk  Seagate ST39102FC        9914               9919             -

References: 

N/A

Issue Description: 

A failure mechanism has been identified as low amplitude head failures
due to scratches across the Pole Tip of the head.  Pole Tip is the
electrical area of the head which detects the magnetic signal from the
disk. 

The most frequent symptoms are error messages similar to below: 

	Drive not ready and/or drive has excessive G-list adds.
 
NOTE: This failure mode requires failure analysis to verify root cause
      as symptom messages do not 100% correlate to "head scratch" root
      cause. These same error messages can have many other root causes,
      failure analysis is required to validate.
      
The magnitude of exposure for this failure mechanism is small and reduces 
overtime.  The Annual Failure Rate (AFR) exposure has been measured
to be at 0.25%.  The drive's specification for AFR is 1.09% which equals 800K
hours MTBF and this drive is presently measured in the field at 0.98%, 
therefore, the drive is meeting the field reliability metric.  It has been
sized that less than 100 drives out of a risk population of 6000 drives have
this failure mechanism and the majority of this 100 drive exposure have 
already been removed from the field population.

Identification of a potential drive exhibiting this failure mechanism and
symptom is by Sun date code range of 9914-9919.  This date code can be viewed
via inquiry to the configuration in question by means of Health Check and/or
Explorer Script.

Seagate has implemented a head wafer tooling and process corrective action
starting with drive date code 9920.

Implementation: 

---
        |   |   MANDATORY (Fully Pro-Active)
         ---    
         
  
         ---
        |   |   CONTROLLED PRO-ACTIVE (per Sun Geo Plan) 
         --- 
         
                                
         ---
        | X |   REACTIVE (As Required)
         ---

Corrective Action: 

All Authorized Enterprise Field Service Representatives that replace
ST39102FC disk(s) should note the following recommendations:

Enterprise Services Field Service Representative Instructions:

1. If an A5x00 customer site is reporting a high 540-3869-XX disk  
   replacement rate:

 a: Route all disk failures (540-3869-0X) through the Sun Customer 
    Quality RCA process for failure analysis.  RCA request must be 
    filled out completely and accompanied by an explorer script(s).

 b: A swap out Action Plan will be initiated if the all of the following 
    metrics are triggered:
      
- Through the RCA/FFA process the root cause is identified as Head Scratch.
- The Site Hard Disk Drive failure rate exceeds the AFR goal.
- Drive model number ST39102FC have date codes 9914-9919.

Comments: 

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Implementation Footnote: 

i)   In case of MANDATORY FINs, Enterprise Services will attempt to    
     contact all affected customers to recommend implementation of 
     the FIN. 
   
ii)  For CONTROLLED PROACTIVE FINs, Enterprise Services mission critical    
     support teams will recommend implementation of the FIN  (to their  
     respective accounts), at the convenience of the customer. 

iii) For REACTIVE FINs, Enterprise Services will implement the FIN as the   
     need arises.
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General:
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