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Cisco 7800 Series Media Convergence Servers

Field Notice: FN - 63042 - MCS-7835-H2, MCS-7845-H2 - Random Failures of HP 72GB and 146GB 10K SAS Hard Drives - Firmware Upgrade Required

Cisco - Field Notice: FN - 63042 - MCS-7835-H2, MCS-7845-H2 - Random Failures of HP 72GB and 146GB 10K SAS Hard Drives - Firmware Upgrade Required

April 22, 2008


NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision Date Comment
1.0
22-APR-2008
Initial Public Release

Products Affected

Products Affected Comments
MCS-7835-H2
All MCS-7835-H2 servers
MCS-7845-H2
All MCS-7845-H2 servers

Problem Description

Certain Firmware versions on the 72GB and 146GB 10K SAS Hard Drives that can reside in MCS-7835-H2 and MCS-7845-H2 servers can become inaccessible during normal operation.

Hard Drives on other servers are not affected.

The affected firmware versions are:
HPD2
HPD4
HPD5
HPD7

Please see the How to Identify Hardware Levels section for instructions on how to determine the Hard Drive Firmware Version.

Background

Details of this issue are available in HP Firmware Advisory, c01186030

Note: Please do not use the Solution provided in the above link to upgrade firmware. Please follow the directions in the Workaround/Solution section of this notice.

The HP Model numbers for affected drives used in the MCS Servers are:
DG146ABAB4
DG072ABAB3

The affected Firmware versions are:
HPD2
HPD4
HPD5
HPD7

See the How to Identify Hardware Levels section for instructions on how to determine the Hard Drive Firmware Version.

Replacement of a failed drive with this problem is not necessary and should not be requested. This situation is recoverable in the field as highlighted in the Workaround/Solution section.

Problem Symptoms

A hard drive with one of the affected firmware versions in an MCS-7835-H2 or MCS-7845-H2 may suddenly stop functioning. This behavior is documented in the HP Firmware Advisory, noted in the Background section.

Workaround/Solution

The workaround to this problem is to shut down and power off the server. The drive will regain functionality after powering up. The problem may return after an unknown period of time.

The permanent solution to this problem is to upgrade the Hard Drive firmware. Hard Drive Firmware can only be updated while a drive is running in a server; any SPARE drives that have the affected firmware must be installed in a server in order to be upgraded. Physical access to the server is required to implement this solution.

To Upgrade the Hard Drive Firmware:
1. Go to Unified Communications Manager & Voice Apps Crypto Software (registered customers only)
2. Download 2 files:
-FWUCD-1.1.1.iso
-FWUCD-1.1.1-Readme.txt
3. Burn the FWUCD-1.1.1.iso image onto a CD or DVD
4. Review the contents of the Readme.txt
5. Insert the CD/DVD and then reboot the server
6. Install the Firmware update (see readme.txt for more detail)
7. DO NOT ABORT the installation of firmware updates while they are in progress. If installation is aborted, unpredictable results may occur!
8. After the installation of the firmware updates, power cycle the server and allow it to reboot.

The Corrected Firmware Version is:
HPDA

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered customer and you must be logged in.

DDTS Description
CSCsl04537 (registered customers only) Update HP SAS HDD firmware HP Critical Advisory, c01186030

How To Identify Hardware Levels

To identify the Firmware Version of a Hard Drive in-service, please do one of the following:

1. Determining the Hard Drive Firmware Version using the FWUCD (Recommended)
2. Determining the Hard Drive Firmware Version using Windows Utilities
3. Determining the Hard Drive Firmware Version using Voice Operating System (VOS) Utilities
4. Physically Identifying the Hard Drive Firmware Version

Determining the Hard Drive Firmware Version using the FWUCD:

1. The FWUCD can automatically detect if the server has any hard drives with affected firmware
2. Go to the Workaround/Solution section and follow the steps to use the FWUCD. The readme.txt has additional detail.
3. If either the vendor of the host system or the server model is unsupported by the current version of Cisco Firmware Update CD, then the firmware update(s) installer reports an appropriate message and prompts the user to press any key to initiate a reboot of the host system.
4. If the firmware of the host system is up to date, then the firmware update(s) installer will report that, "The host system is up to date. No firmware update required" and prompts the user to press any key to initiate a reboot of the host system.

Note: The FWUCD utility is platform independent, so it can be applied on either a Windows or VOS based platform.

Determining the Hard Drive Firmware Version using Windows Utilities:

The instructions and versions of the utilities used in this section apply to the latest Windows OS version.

There are two utilities, both utilities require that the currently logged in user have administrator level access:
1. HP Insight Diagnostics Online Edition
2. HP Array Configuration Utility (ACU)

Using the HP Insight Diagnostics Online Edition to determine Hard Drive Firmware Version:

1. The program can be accessed from the Windows Start menu, but before running you will need to make sure the HP System Management Homepage service is running on the system.
2. Select Services from the desktop. Find the HP System Management Homepage service in the list and double-click it. Set the Startup type to Manual or Automatic, hit Apply, and then start the service by pressing the Start button on the service properties page.
3. Once the HP System Management Homepage service is started, do one of the following:
Start -> Programs -> HP System Tools -> HP Insight Diagnostics Online Edition for Windows menu and click HP Insight Diagnostics Online Edition for Windows.
Start -> Programs -> HP Management Agents -> HP System Management Homepage. Then choose the link on the left for HP Insight Diagnostics.
From the Desktop, click the shortcut to HP System Management Homepage
4. After accepting the security alert, you will be prompted to login. Type in a username and password of an account with Administrator-level access credentials in the appropriate boxes. Press Login when ready to proceed
5. After logging in, a screen will be displayed indicating that the HP Insight Diagnostics are loading. This process should only take a minute or two. A progress bar is displayed while you wait
6. After the HP Insight Diagnostics have loaded, you will be taken to the System Survey page. This page defaults to the Summary view level in the Overview category
7. Select the "Storage" category from the drop-down menu
8. To obtain the model and firmware of each of the physical hard disks, scroll down on the page until the subcategory changes to Physical Hard Drive. Each of the physical hard disks will have their own subcategory in the list with all relevant information. The first items listed below the subcategory heading will be the model number and the firmware version.
9. The picture below shows an example of this:

Using the ACU to determine Hard Drive Firmware Version:

1. To start the ACU, Go to Start -> Programs -> HP System Tools -> HP Array Configuration Utility menu and click HP Array Configuration Utility
2. Internet Explorer will be opened to the ACU load screen.
3. After the ACU loads, to the Right of the heading "Configuration View", click the "Show Physical View" link.
4. Click one of the Hard Drives listed
5. At the far Right, click "More Information"
6. A new window will pop up, and the Hard Drive Firmware will be listed.
7. Repeat Steps 4-6 for each Hard Drive and note each Hard Drive's Firmware Version.
8. The picture below shows an example of this:

 

Determining the Hard Drive Firmware Version using Voice Operating System (VOS) Utilities:

1. Open a CLI session to the server using administrative credentials (non-root access is acceptable)
2. Run the command utils create report hardware. If this command is not recognized, please skip the remaining steps and see the Note below.
3. After the warning message, Type y to continue
4. After the process completes, a message should display which reads To retrieve diagnostics use CLI command: file get activelog platform/log/SystemReport-xxxxxxx.tgz where x is a unique value.
5. Enter the command file get activelog platform/log/SystemReport-xxxxxxx.tgz referenced in the previous message and transfer the file to an SFTP server.
6. After the transfer completes, decompress the tgz file, which is Unix Tar File Gzipped. There are many applications that can unzip this file.
7. Open the ArrayDiags-xxxxx.txt file where xxxx is a unique number
8. Under the heading "Physical device information", the firmware will be listed.
9. The picture below shows an example of this:


Note: The command utils create report hardware is only available in newer versions of the Voice Operating System (VOS) from Cisco. If this command is not recognized by the system, then the VOS does not support this command. Please proceed to the section called Physically Identifying the Hard Drive Firmware Version or Determining the Hard Drive Firmware Version using the FWUCD.

Physically Identifying the Hard Drive Firmware Version:

1. If this drive is installed in a server that is powered up, please perform a graceful shutdown of the server according to the procedures for the OS and/or Application running on the server.
2. Eject the hard drive that needs to be examined.
3. Look at the label on the hard drive case. There should be a Firmware identifier printed on the Label.
4. The picture below shows an example of what the Firmware Label may look like:


Note: Spare hard drives should also be examined.

Note: The Hard Drive Firmware Label represents the firmware version that was burned-in when the drive was shipped from the manufacturer. It is possible that someone could have independently upgraded the Hard Drive firmware since then, meaning that the label might not provide accurate information. If this is suspected, please use one of the methods above to determine the version while the drive is installed in-system.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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