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

FIN #: I0922-1

Create Date: Jan/14/02

SunAlert: No

Top FIN/FCO Report: No

Products Reference: A1000 StorEdge Array

Product Category: Storage / Service

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
------     --------        -----     -----------          -------------
  -        A1000            ALL      StorEdge A1000             -

Parts Affected: 

Part Number   Description                             Model
-----------   -----------                             -----
370-3417-01   A1000 Battery                             -
798-0188-01   SS CD ASSY RAID Manager 6.1               -
798-0522-01   RAID Manager 6.1.1                        -
798-0522-02   RAID Manager6.1.1 Update 1                -
798-0522-03   RAID Manager6.1.1 Update 2                -
704-6708-10   CD, SUN STOREDGE RAID Manager6.22         -
704-7937-05   CD, SUN STOREDGE RAID Manager6.22.1       -

References: 

MANUAL: 805-7758-13: RAID Manager 6.22.1 Release Notes.

URL: http://infoserver.central/data/sshandbook/Systems/common-docs/Storage_Array_Battery_Replacement.pdf

Issue Description: 

Inaccurate battery failure analysis for Sun StorEdge A1000 Arrays may
result in false alarms and unnecessary system downtime for customers,
and unnecessary service calls for support personnel.

This issue affects any Sun StorEdge A1000 Array where the battery has
failed or where the battery has expired.  A failed battery is defined
as one that is defective; an expired battery is defined as one that has
lost its charge over its normal lifespan.

Problem symptoms and error messages for this issue can be misleading,
causing the field engineer or customer to conclude that an expired
battery is a failed battery.

The typical symptom examples are as follows:

  1. RM6 healthck utility
  
     # ./healthck -a

     Health Check Summary Information
     monty51_001:      Failed Battery

     NOTE: From the recovery procedure in the RM6 recovery GUI, you
           will see the probable cause is:

           The batteries in the battery canister have failed or reached
           their expiration date.

  2. Battery Fault LED Lit
  
     Customer observes the battery fault LED has turned to amber, and
     reports this battery fault.

     NOTE: A battery fault LED turned amber generally indicates battery
           failure but the reason for failure could be battery dead due 
	   to age far past the battery expiration date.

Either of the above indicators could lead customers or support
personnel to think that a battery has failed, when it has actually
expired.  In most cases, either of the above "failure" messages
indicates an expired battery.

For failed batteries, an onsite FE visit is usually necessary and
failure analysis screening of the battery is required.  Sun incurs an
expense for both of these actions.  Expired batteries are normally
customer replaceable.  No onsite Sun support is needed and the part is
consumable.

Please use the details provided below in determining whether or not an
A1000 battery has failed or expired, and whether onsite support is
needed.  Also note the instructions for making Radiance case entries.

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.    
    
For any Sun StorEdge A1000 battery support issue, including phone
support, parts ordering, or field on-site service, always verify if it
is a battery expiration case.  Do not rely on the RM6 healthck utility
or a battery fault LED alone to indicate battery expiration.

First, run the RM6 raidutil command to determine the battery age.

For example:

   #/usr/lib/osa/bin/raidutil -c c1t5d0 -B
   LUNs found on c1t5d0.
   LUN 0    RAID 0    10 MB
   LUN 1    RAID 5    1000 MB
   Battery age is between 720 days and 810 days.

   raidutil succeeded!

A. A battery age between 630 and 720 days indicates the battery is near
   expiration and should be replaced.  For battery age greater than 629
   days, the field should always recommend that the customer replace
   the battery themselves by following the recovery steps in the RM6
   Recovery Guru procedure.  In this case, onsite support is not
   necessary and no failure analysis is required.  For reporting
   purposes, record the battery age in the Radiance case notes.  The
   Radiance Support Type should be set to "Preventive Maintenance".

B. A battery age greater than 720 days indicates that the battery is
   expired and should be replaced by the customer.  For reporting 
   purposes, record the battery age in the Radiance case notes.  The 
   Radiance Support Type should be set to "Preventive Maintenance".

C. If the battery age is less than 630 days, and the fault LED or
   healthchk has indicated a failure, gather the battery support 
   information from the label on the battery canister, and record same 
   in the Radiance case notes with indications of 'battery 
   failed/non-expiration'.  This information in the database is valuable 
   for subsequent reliability analysis.  The Radiance Support Type should 
   be set to "Hardware On-Site".  In this case, the customer is eligible 
   for onsite support, according to their support contract.

       Battery support information example:

       Part number         : 370-3417-01
       Serial number       : 17-digit number
       Date of manufacture : mm/dd/yy
       Date of installation: mm/dd/yy
       Date of replacement : mm/dd/yy
       
       
For detailed procedures for replacing batteries in the A1000, refer to
the RAID Manager 6.22.1 Release Notes, 805-7758-13.


SPECIAL CONSIDERATIONS:

In the case of an expired battery, the customer can contact a Sun sales
representative to purchase a replacment battery.

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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SunWeb Access:
-------------- 
* Access the top level URL of http://sdpsweb.central/FIN_FCO/

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

Internet Access:
----------------
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