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

FIN #: I0893-1

Create Date: Nov/05/02

SunAlert: No

Top FIN/FCO Report: Yes

Products Reference: Sun StorEdge 9910/9960

Product Category: StorEdge / SW Admin

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
------       --------   -----   -----------              -------------
  -           SE9910     ALL    Sun StorEdge 9910 Array        -
  -           SE9960     ALL    Sun StorEdge 9960 Array        -

Parts Affected: 

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

References: 

URL: :      http://pts-americas.west/nws/products/T99x0/documentation.html

HDS Alert:  9960#86B  
            9910#62B

Issue Description: 

Disk Unit (DKU) microcode upgrades may fail on Sun StorEdge 9910/9960
Arrays when a specific quantity of physical disk drives exist in the
array.  This can lead to loss of access to the disk drives if multiple
upgrade attempts are made.

This issue affects any Sun StorEdge 9910/9960 Array with Service
Processor (SVP) microcode version less than 01-17-96/02, in either of
the following scenarios:

  A. The number of physical disk drives of the same type for DKU
     micro-program exchange is 313 or 314.  For example, in a subsystem
     that has 313 disk drives:

       Case1  DKRxB : 300, DKRxC: 13   : OK - DKU Code will load. 
       Case2  DKRxB : 313, DKRxC: 00   : NG - DKU code will fail to load.

  OR

  B. The number of physical disk drives of the same type for DKU
     micro-program exchange is between 315 and 320 and the physical 
     disk drives are installed on either the DKU-R3 or the DKU-L3 frame.
     For example, in a subsystem with 315 DKRxB disk drives, in which
     the disk drives are installed on:

       Case1  R1/R2/L1/L2  : OK  - DKU Code will load.
       Case2  R1/R2/R3/L1  : NG  - DKU code will fail to load. 
  
NOTE: In the two scenarios above, DKRxC and DKRxB refer to types of 
      Hitachi disk drives.
      
   DKR1C-J72FC     72GB Drive
   DKR2C-J18FC     18GB Drive
   DKR1B-J47FC     47GB Drive
      
When the DKU micro-program exchange fails, the SVP generates message 
SMT2570E,

   "Timeout error has occurred in transferring micro-program".  

If the issue occurs the first time a microcode upgrade fails, the DKU
load fails but there is no impact to the customer operations.  If
multiple upgrade attempts are made after the first failure, access to
all disks in the subsystem may be lost.  Later attempts do not need to
occur at the time of the first failure, but could be at a later date if
the fixed microcode has not been installed.  Installing the fixed
microcode after the first failure will remedy this problem.

Refer to the "Micro-program Version" description in the SVP section of
the 9910 or 9960 service manuals for information on displaying the
current version of microcode with the SVP GUI.  Service manuals are
available online from the following URL:

   http://pts-americas.west/nws/products/T99x0/documentation.html

This problem has been addressed by SVP microcode 01-17-96/02.  This
code can be obtained directly from Hitachi.  Details are provided
below.

Implementation: 

---
          |   |   MANDATORY (Fully Proactive)
           ---


           ---
          | X |   CONTROLLED PROACTIVE (per Sun Geo Plan)
           ---


           ---
          |   |   REACTIVE (As Required)
           ---

Corrective Action: 

The following recommendation is provided as a guideline for authorized
Sun Services Field Representatives who may encounter the above
mentioned problem.

Install microcode update 01-17-96/02 on any Sun StorEdge 9910/9960
Array which is affected by this issue.  The microcode CD can be
obtained directly from Hitachi Data Systems.  Enter "Microcode
01-17-96/02" into the "Product(s) Required:" field of the form provided
below.


Process for Requesting SE9900 Software or Microcode Updates
-----------------------------------------------------------

  The following e-mail address has been established for Sun Field
  Engineers to request SE9900 Microcode updates or HDS related Software:
  
     hds.sun.mc@hds.com
   
  The standard SE9900 field Microcode update set will consist of the 
  following material: 

     --------------------------------------------------------------------
    | Component     | Program Name                     | Remarks         |
    |---------------+----------------------------------+-----------------|
    | PK-99MC001-01 | 9900 Micro code DKCMAIN CD-ROM   | CD ROM          |
    | PK-99MC002-01 | 9900 RMCMAIN CD-ROM              | CD-ROM          |
    | PK-99MC003-01 | 9960 Configuration Diskette      | Floppy Diskette |
    | PK-99MC004-01 | 9910 Configuration Diskette      | Floppy Diskette |
    | PK-99MC005-01 | 9900 Micro code Bill of material | Document        |
     --------------------------------------------------------------------
                                          
  The following information is required when an engineer sends 
  a Microcode or Software e-mail request to "hds.sun.mc@hds.com".

    Product(s) Required: (e.g. Latest Microcode CD set, latest HiCommand  
                         for Solaris CD, Graphtrack version 5.1 CD, etc.)
      Date Required by  :
      Requesters Name   :
      Requesters e-mail address  : (if different than the one used) 
      Requesters phone number    : (a number where the engineer can be 
             contacted if any problems occur in shipping the Microcode) 
      Address : (where the Microcode shipment is to be sent) 
        . Recipients name 
        . Company 
        . Suite 
        . Street Address 
        . City, State, Zip, Country 
        . Type of Delivery (Second day Delivery, AM, PM) 
                             
NOTE: The Microcode or Software update CD set does NOT need to be
      delivered to the end user or customer.  It can be delivered to 
      the Sun engineer who will be completing the Microcode or Software
      product upgrade, thereby allowing the engineer to review the
      documentation provided, before performing the Microcode or
      Software upgrade.  The engineer will need to take the Microcode
      or Software update CD set to the customer site to complete the
      upgrade.  Once the Microcode or Software upgrade is finished,
      the Microcode update set or Software CD media, should then be
      left in a safe place at the customer site.

WARNING: Do not attempt to upgrade DKU microcode for the second time 
         until the SVP microcode has been upgraded to 01-17-96/02.

Comments: 

None

============================================================================

Implementation Footnote: 

i)   In case of MANDATORY FINs, Sun Services will attempt to    
     contact all affected customers to recommend implementation of 
     the FIN. 
   
ii)  For CONTROLLED PROACTIVE FINs, Sun 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, Sun Services will implement the FIN as the   
     need arises.
----------------------------------------------------------------------------
All released FINs and FCOs can be accessed using your favorite network 
browser as follows:
 
SunWeb Access:
-------------- 
* Access the top level URL of http://sdpsweb.ebay/FIN_FCO/

* From there, select the appropriate link to query or browse the FIN and
  FCO Homepage collections.
 
SunSolve Online Access:
-----------------------
* Access the SunSolve Online URL at http://sunsolve.Corp/

* From there, select the appropriate link to browse the FIN or FCO index.

Internet Access:
----------------
* Access the top level URL of https://infoserver.Sun.COM
--------------------------------------------------------------------------
General:
--------
* Send questions or comments to finfco-manager@Sun.COM
--------------------------------------------------------------------------