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SUPPORT COMMUNICATION – CUSTOMER ADVISORY

Posted by Mark LH | June 5, 2012 | No Comments

DESCRIPTION
IMPORTANT : The HP SAS hard drive replacement option in the Resolution section of this advisory is required to prevent certain HP SAS hard drives from experiencing Unrecoverable Read Errors (UREs) leading to S.M.A.R.T. errors and potential drive failure. HP strongly recommends performing this required action at the customer’s earliest possible convenience. Neglecting to perform the required action could potentially result in sub-optimal server performance, including data loss. By disregarding this notification and not performing the recommended resolution, the customer accepts the risk of incurring future related hard drive failures.

HP has been made aware of a specific supplier manufacturing process issue that affects the reliability of certain 300GB, 450GB, 600GB, and 900GB Hard Disk Drives listed in the Scope section below that shipped from HP between January 18 – February 17, 2012 and April 1 – May 15, 2012 (no other date ranges are affected). This issue is expected to manifest as “Unrecoverable Read Errors (UREs)” on a high percentage of affected drives during the first year of operation, resulting in the Self-Monitoring, Analysis and Reporting Technology (S.M.A.R.T.) error thresholds being exceeded. When the S.M.A.R.T. thresholds are exceeded, the error condition will be indicated by either a flashing amber LED or reported during the Power-On Self-Test (POST). The drive is expected to fail if allowed to continue operating in this condition.

As part of HP’s ongoing commitment to ProLiant server and Storage customers, HP has developed the HDDTool Utility that allows customers to quickly identify affected models of hard drives that are susceptible to this condition. The HDDTool Utility identifies affected hard drives based on the hard drive serial number and then generates a message advising if a hard drive replacement is required. Details are provided in the Resolution section of this advisory.

SCOPE
Certain serial numbers of the following HP 2.5″ Enterprise SAS 10K RPM 6G Hard Disk Drive models that shipped from HP between January 18 – February 17, 2012 and April 1 – May 15, 2012 (no other date ranges are affected) and identified by the HDDTool Utility listed in the Resolution section of this advisory:

HP Part Number Option Kit Description HP Model No
619286-001 507127-B21 300GB 10K SAS 2.5 (6.0Gbps) EG0300FBLSE
619286-001 537809-B21 300GB 10K SAS 2.5 (6.0Gbps) NHP EG0300FBLSE
619286-001 507127-S21 300GB 10K SAS 2.5 (6.0Gbps) EG0300FBLSE
619286-001 670784-B21 300GB 10K SAS 2.5 (6.0Gbps) EG0300FBLSE
619286-001 652564-B21 300GB 10K SAS 2.5 (6.0Gbps) Gen8 EG0300FBLSE
619286-001 574879-B21 300G 10K SAS 2.5″ DP (6.0Gbps) EG0300FBLSE
619286-001 636912-B21 300G 10K SAS 2.5″ Dual Port (6.0Gbps) EG0300FBLSE
619286-001 652564-S21 300GB 10K SAS 2.5″ (6.0Gbps) EG0300FBLSE
619286-002 581284-B21 450GB 10K SAS 2.5 (6.0Gbps) EG0450FBLSF
619286-002 652572-B21 450GB 10K SAS 2.5 (6.0Gbps) Gen8 EG0450FBLSF
619286-003 581286-B21 600GB 10K SAS 2.5 (6.0Gbps) EG0600FBLSH
619286-003 590698-B21 600GB 10K SAS 2.5 (6.0Gbps) NHP EG0600FBLSH
619286-003 642114-B21 600GB 10K SAS 2.5 (6.0Gbps) EG0600FBLSH
619286-003 581286-S21 600GB 10K SAS 2.5 (6.0Gbps) EG0600FBLSH
619286-003 652583-B21 600GB 10K SAS 2.5 (6.0Gbps) Gen8 EG0600FBLSH
619286-003 652583-S21 600GB 10K SAS 2.5″ (6.0Gbps) EG0600FBLSH
619286-004 619291-B21 900GB 10K SAS 2.5 (6.0Gbps) EG0900FBLSK
619286-004 619291-S21 900GB 10K SAS 2.5 (6.0Gbps) EG0900FBLSK
619286-004 652589-B21 900GB 10K SAS 2.5 (6.0Gbps) Gen8 EG0900FBLSK

IMPORTANT: Only a limited number of hard drives with the above part numbers are affected by this issue. The HDDTool Utility described in the Resolution section below allows customers to quickly identify affected models of hard drives that are susceptible to this condition. The HDDTool Utility identifies affected hard drives based on the hard drive serial number and then generates a message advising if a hard drive replacement is required.

RESOLUTION
To prevent the issue described in this advisory, HP strongly recommends performing the following steps to identify and replace affected HP 2.5″ Enterprise SAS 10K RPM 6G Hard Disk Drive models:

Step 1: Identify SAS Hard Drive Serial Numbers Configured in ProLiant Servers
In order to identify SAS Hard Drives affected by this issue, create a report containing a list of hard drive serial numbers or CT Numbers present in ProLiant servers in your environment. The following utilities are available to automate this task:

•HP Systems Insight Manager (HP SIM)
•HP Survey Utility for Windows
•HP Online or Offline Diagnostics Utilities
•HP Array Diagnostic Utility
Detailed instructions for using these utilities to create this report are available in the User Guide for the HP HDDTool Utility. The HDDTool Utility, available as SP57428.EXE, may be downloaded at the following FTP location:

ftp://ftp.hp.com/pub/softlib2/software1/pubsw-windows/p1961161845/v78354

After downloading and extracting the files in the HDDTool Utility, reference the “HDDtool_User_Guide_Version_1.10(R).pdf” file.

Hard Drive Serial Numbers and CT Numbers can also be collected manually from the label that is on HP hard drives as shown in the following picture:

 

 

 

 

 

 

 

 

 

 

Step 2: Identify Affected SAS Hard Drives
Use the HDDTool Utility to examine the file generated in Step 1 above and identify hard drives that require replacement. The utility takes a few seconds to run and provides immediate results. The HDDTool Utility includes a comprehensive User Guide. HP strongly recommends that customers refer to the User Guide before running the utility. The User Guide provides the following information:

  • Capabilities of the HDDTool Utility
  • System Prerequisites
  • Detailed instructions for running HDDTool.EXE on hard drives installed in a ProLiant server
  • Expected Results

Step 3: Order Replacement SAS Hard Drives
After running the HDDTool Utility and identifying the serial numbers of hard drives that must be replaced, access the HP SAS Hard Drive Customer Response Website at the following URL and input into the text box either the HDDTool Utility’s output or the serial numbers that were manually collected :

https://h30090.www3.hp.com/pcc-HPPCCHDD/Default.aspx

Note: It is not necessary to input the HP SAS Hard Drive serial numbers that result in an “OK” status.

RECEIVE PROACTIVE UPDATES : Receive support alerts (such as Customer Advisories), as well as updates on drivers, software, firmware, and customer replaceable components, proactively via e-mail through HP Subscriber’s Choice. Sign up for Subscriber’s Choice at the following URL: http://www.hp.com/go/myadvisory

NAVIGATION TIP : For hints on navigating HP.com to locate the latest drivers, patches, and other support software downloads for ProLiant servers and Options, refer to the Navigation Tips document .

SEARCH TIP : For hints on locating similar documents on HP.com, refer to the Search Tips document .


Hardware Platforms Affected: HP 300GB 6G SAS 10K SFF (2.5in) Dual Port ENT 3yr Wty EG0300FBLSE Hard Drive(Standard HP Product), HP 450GB 6G SAS 10K rpm SFF (2.5in) Dual Port ENT 3y Wty EG0450FBLSF Hard Drive(Standard HP Product), HP 50 Modular Smart Array, HP 600GB 6G SAS 10K rpm SFF (2.5in) Dual Port ENT 3y Wty EG0600FBLSH Hard Drive(Standard HP Product), HP 70 Modular Smart Array, HP 900GB 6G SAS 10K SFF (2.5in) ENT 3yr Wty EG0900FBLSK Hard Drive(Standard HP Product), HP D2700 Disk Enclosure(Standard HP Product), HP ProLiant BL280c G6 Server series, HP ProLiant BL460c G6 Server series, HP ProLiant BL460c G7 Server series, HP ProLiant BL460c Gen8 Server series, HP ProLiant BL465c G5 Server series, HP ProLiant BL465c G6 Server series, HP ProLiant BL465c G7 Server series, HP ProLiant BL620c G7 Server series, HP ProLiant BL680c G5 Server series, HP ProLiant BL680c G7 Server series, HP ProLiant BL685c G6 Server series, HP ProLiant BL685c G7 Server series, HP ProLiant DL120 G7 Server series, HP ProLiant DL160 G6 Server series, HP ProLiant DL160 Gen8 Server series, HP ProLiant DL160se G6 Server series, HP ProLiant DL165 G7 Server series, HP ProLiant DL170e G6 Server series, HP ProLiant DL170h G6 Server series, HP ProLiant DL180 G6 Server series, HP ProLiant DL320 G6 Server series, HP ProLiant DL360 G6 Server series, HP ProLiant DL360 G7 Server series, HP ProLiant DL360p Gen8 Server series, HP ProLiant DL370 G6 Server series, HP ProLiant DL380 G6 Server series, HP ProLiant DL380 G7 Server series, HP ProLiant DL380p Gen8 Server series, HP ProLiant DL385 G6 Server series, HP ProLiant DL385 G7 Server series, HP ProLiant DL580 G5 Server series, HP ProLiant DL580 G7 Server series, HP ProLiant DL585 G5 Server series, HP ProLiant DL585 G6 Server series, HP ProLiant DL585 G7 Server series, HP ProLiant DL980 G7 Server series, HP ProLiant ML110 G7 Server series, HP ProLiant ML350 G6 Server series, HP ProLiant ML350p Gen8 Server series, HP ProLiant ML370 G6 Server series, HP ProLiant SL160s G6 Server series, HP ProLiant SL160z G6 Server series, HP ProLiant SL165s G7 Server series, HP ProLiant SL165z G7 Server series, HP ProLiant SL170z G6 Server series, HP ProLiant SL230s Gen8 Server series, HP ProLiant SL250s Gen8 Server series, HP ProLiant SL2x170z G6 Server series, HP ProLiant SL335s G7 Server series, HP ProLiant SL390s G7 Server series, HP ProLiant WS460c G6 Workstation series
Operating Systems Affected: Not Applicable
Software Affected: Not Applicable
Support Communication Cross Reference ID: IA03342857
 

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