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

FIN #: I0904-1

Create Date: Nov/11/02

SunAlert: No

Top FIN/FCO Report: No

Products Reference: StorEdge 99X0 Array

Product Category: Storage / Documentation

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
------    --------    -----      -----------               -------------
  -         9970       ALL       Sun StorEdge 9970 Array         -
  -         9980       ALL       Sun StorEdge 9980 Array         -

Parts Affected: 

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

References: 

HDS Alert:  9980V#15  
            9970V#15
                       
URL: http://sejsc.ebay/AL/Alert9980V15.pdf
     http://se9900.emea.sun.com/se9900hitrack/
     http://se9900.emea/scc/abi/reference23.html
     http://sejsc.ebay/MC/Microcode.html

Issue Description: 

Seagate DKS2B-K36FC disk drives in Sun StorEdge 9970/9980 Arrays may be
failed for media errors due to a microcode issue.  This causes drives
to be replaced unnecessarily and may impact customer satisfaction.

This issue affects any Sun StorEdge 9970/9980 Array which contains
Seagate DKS2B-K36FC disk drives and which has a microcode version less
than 21-02-45-00/00 installed.  StorEdge 9910 and 9960 arrays are not
affected as this disk drive is not supported on those platforms.

To identify the version of the microcode installed in an array, do the
following:

   On the Service Processor (SVP), open the "Maintenance" window and
   select "Version." This will indicate which version of microcode is in
   use.  There is no command line equivalent.
   
To determine which models of disk drives are installed in an array, use
View Mode from the SVP, or verify an array's configuration from the
online Sun StorEdge 9900 Service Control Centre at:

   http://se9900.emea.sun.com/se9900hitrack/
   
When this issue occurs on StorEDge 9970/9980 arrays, the affected disk
drives will fail with "Sense Key=4" media errors.

Normally, when a Write Fault error occurs due to a media error,
reassign processing (Write & Verify) is performed for cases where the
error code Sense Key is equal to "3" or "4".  When repeated failures of
the reassign process occur on the same sector to correct medium-induced
write fault errors, they can exceed threshold values, causing dynamic
sparing to be executed.

Due to a microprogram bug, this reassign processing is not performed
correctly on these disk drives if "Sense Key=4".  When "Sense Key=4"
errors occur, attempts at repeated reassigns will fail.  The threshold
is eventually exceeded in error, resulting in drive failure.  Note that
the drive will not be recovered by using the dummy replacement
procedure because the media error still exists and will still receive
the "Sense Key=4" error and the microcode bug still exists which will
fail the drive.  Therefore, it must be replaced with a disk drive from
spares.

This issue is addressed by microcode version 21-02-45-00/00.  This
version correctly handles reassignment for Sense Key=4 media errors.
Note that the fix is in the DKCMAIN and not the DKU microcode.

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.

StorEdge 9970/9980 Arrays with Seagate DKS2B-K36FC disk drives should 
be upgraded to microcode version 21-02-45-00/00 or later.

Information about ordering microcode updates can be found at:

    http://se9900.emea/scc/abi/reference23.html

To see the latest Microcode Matrix, go to

    http://sejsc.ebay/MC/Microcode.html

Comments: 

None

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

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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