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

FIN #: I0896-1

Create Date: Nov/06/02

SunAlert: No

Top FIN/FCO Report: No

Products Reference: E420R Best Practices Troubleshooting Guide

Product Category: Server / Documentation

Product Affected: 

Systems Affected:
-----------------  
Mkt_ID   Platform   Model   Description           Serial Number
------   --------   -----   -----------           -------------
  -      A27        ALL     Ultra 80                    -
  -      A33        ALL     Enterprise 420R Server      -
  -      N14        ALL     Netra t 1405 Server         -
  -      N15        ALL     Netra t 1400 Server         -


X-Options Affected:
-------------------
Mkt_ID   Platform    Model     Description       Serial Number
------   --------    -----     -----------       -------------
  -         -          -            -                  -

Parts Affected: 

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

References: 

URL: http://cpre-amer.east/vsp/wgs/products/E420R/trouble_shooting_index.html
     http://cpre-amer.east/vsp/wgs/products/E420R/e420_troubleshooting_guide.pdf

Issue Description: 

A Best Practices Troubleshooting Guide for the Sun Enterprise 420R,
Ultra 80 and Netra 1400/1405 platforms is now available.  The guide is
based on work done by CPRE for customer escalations.  It provides a
systematic approach to diagnosing and solving common issues seen on
these platforms.  

An online version of the guide may be viewed at:

   http://cpre-amer.east/vsp/wgs/products/E420R/trouble_shooting_index.html

The guide divides system failures into these categories:

   1. E-cache errors:
      WP - Write Back Data Parity Error. 
      CP - Copyout Data Parity Error. 
      EDP - Sram Data Parity Error during a read cycle.
 
   2. Send Mondo Time Outs: 
      A CPU fails to acknowledge an interrupt from another CPU.
 
   3. Red States: 
      System goes to unkown state as 1 or more CPUs can not 
      be initialized or stops to function in a normal state.
 
   4. UEs or CEs:
      One or more bits changed state from Memory during a 
      Read Cycle. 

   5. Bad Traps (i.e. 30, 31): 
      A cpu detected an invalid address, mmu miss, and mis-alignments. 
       
The guide stresses the importance of data collection during
troubleshooting and lists several possible sources of failure data.
System failure modes are categorized and detailed advice is provided in
troubleshooting each type.  The failure modes described are:

   1. System Panics.   
      System panics or resets that exhibits E-cache Errors, Bad Traps, 
      send mondo timeouts  and uncorrectable errors are several examples.
 
   2. System Drops to OK Prompt.   
      System Fatal Resets, does not panic or create core files.
 
   3. System Freeze and Red States.   
      Systems that Hard Hang, do not respond to keyboard or console 
      access and the only way to recover is through power cycle. 
       
For complete troubleshooting details on the above failure modes, reference 
the online guide.

Implementation: 

---
        |   |   MANDATORY (Fully Proactive)
         ---    
         
  
         ---
        |   |   CONTROLLED PROACTIVE (per Sun Geo Plan) 
         --- 
         
                                
         ---
        | X |   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.

Please refer to the "Best Practices - E420 Trouble Shooting Guide" when
problems are encountered on Sun Enterprise 420R, Ultra 80 and Netra
1400/1405 platforms.  The guide is available at:

   http://cpre-amer.east/vsp/wgs/products/E420R/trouble_shooting_index.html.

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.
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