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Applies to:

Purpose

Last Review Date

Instructions for the Reader

Troubleshooting Details

Symptoms

• Disk service LED illuminated
• Disk errors in system messages files
• Disk errors on console

Steps to Follow

Please validate that each troubleshooting step below is true for your environment.

The steps will provide instructions or a link to a document, for validating the step and taking corrective action as necessary.

The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution.

Please do not skip a step.

Step 1. Verify a supported platform disk and part number:

The following link references a support document that assists in the identification of a disk part number. In addition, the document provides the public web location of the Sun systems handbook to confirm the disk in question is a supported disk for your platform:

<Document 1010055.1> Identifying Oracle Supported Platform Disks

Disks that are not listed on a platforms documentation and deemed unsupported. This is because they have not been tested and therefore have unknown properties and as such may produce unknown errors.

Even if an unsupported disk appears to work correctly, it is recommended to always use supported disks for contracted platforms.

Step 2. Verify disk is not a member of a RAID array:

The following references support information that assists in identifying if your Windows operating environment is installed as part of a RAID array or not:

Windows:
Click on the following:

• Right Click on My Computer and select Properties. 
• Select the Hardware tab from the window that appears. 
• Click on Device Manager. 
• Click on Disk Drives. Installed disk(s) are listed.

If the drive(s) listed are display with the disk name(s) Adaptec, LSI, NVIDIA or StorEdge then your platforms drives are under the control of a LSI RAID management device.
If however the drive(s) listed display the name(s) Fujitsu, Hitachi or Seagate then your platform is not configured under the control of a RAID device therefore is a JBOD only (Just a Bunch Of Disks).

Troubleshooting steps differ for platforms that are installed under the control or a RAID management device. This is because disks under RAID control are hidden from the operating environment and are referenced as a pseudo or meta-device.

Step 3. Verify disk firmware revision and known applicable issues:

The following link references a support document that assists in identifying the disk model number and firmware revision to check for known issues and if applicable patch updates:

 <Document 1008396.1> How to Identify Optical and Hard Disk Firmware Revisions for Checking of Known Issues

Patches and firmware updates are often available for disks under multiple operating systems.
Checking for known issues and updates results in decreased downtime.

Step 4. Verify disk is online has has not been going offline and no physical disk hardware problem:

The following link reference a support document that assists in identifying the online/offline status of directly attached platform disks. This document also discus the location of your operating system error logs and the format in which disk errors should appear:

<Document 1011590.1> How to check for Windows platform disk errors and online/offline status

Disks that are not directly attached to the platform for example installed in an external storage array, are not discussed in this document.

Storage array disks may have different properties when connected to and behind an external controller and as such change the error syntax and tools used for collection and configuration.

Step 5. Run information gathering programs and raise a Sun service request:

Gathering of information from your Windows platforms using its own information gathering tool, msinfo32:

• Click on Start and select Run.
  
• Type "msinfo32" in the text box that appears.
  
• Select the File menu and then select Export.
  
• Provide a file name and send this file to Sun.

This is necessary if the resolution steps above did not resolve your issue and Sun needs to be engaged to continue diagnosis for you. Information gathering programs gather operating system parameters and configuration information from your platform.

At this point, if you have validated that each troubleshooting step above is true for your environment, and the issue still exists, further troubleshooting is required. For additional support contact Sun Support.

References

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