January 28, 2009
Re: Seagate® HDD Firmware Update
To all of our customers and partners;
Attached to this bulletin is the Seagate® Urgent Field Update pertaining to the firmware update that affects
some SATA Seagate® Barracuda® 7200.11 hard drives manufactured prior to December 2008. According
to Seagate, a firmware issue has been identified, “which may result in data becoming inaccessible after a
power-off/on operation”.
Seagate® further advises the customers that “based on the low risk as determined by an analysis of actual
field return data, Seagate® believes that the affected drives can be used as is.”
To determine whether your hard drive is affected, please visit the following website:
http://seagate.custkb.com/seagate/crm/selfservice/search.jsp?DocId=207931
To download appropriate firmware for your specific hard drive, please visit Seagate® Knowledge Base
website:
http://seagate.custkb.com/seagate/crm/selfservice/news.jsp?DocId=207951
Note that it’s extremely important to perform the firmware upgrade installation exactly as described by the
Seagate® website. Improper firmware upgrade may render the drive inoperable.
Please contact technical support at support@i3dvr.com or by phone: 1.877.877.7241 if you have any other
questions or issues.
Thank you very much for your attention and cooperation.
Best regards,
Bob Hoang
Technical Support and Services
1.416.261.2266 x107
bob@i3dvr.com
Technical Bulletin # 090128-HW-01
Urgent Field Update
Topic: Drive Hang after Power Cycle
Date: 1/16/09
Products: Barracuda 7200.11, Barracuda ES.2 (SATA), DiamondMax 22, FreeAgent Desk, Maxtor
OneTouch 4, SV35.3, SV35.4
The content on this page was distributed to blog sites and specific press and analysts on Friday, January
16th.
Customer Update
Seagate has isolated a potential firmware issue in certain products, including some Barracuda
7200.11 hard drives and related drive families based on their product platform*, manufactured
through December 2008. In some circumstances, the data on the hard drives may become
inaccessible to the user when the host system is powered on. Retail products potentially affected
include the Seagate FreeAgent® Desk and Maxtor OneTouch® 4 storage solutions.
As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to
those with affected products. To determine whether your product is affected, please visit the
Seagate Support web site at
http://seagate.custkb.com/seagate/crm/selfservice/search.jsp?DocId=207931.
Support is also available through Seagate’s call center: 1-800-SEAGATE (1 800 732-4283)
Customers can expedite assistance by sending an email to Seagate (discsupport@seagate.com).
Please include the following disk drive information: model number, serial number and current
firmware revision. We will respond, promptly, to your email request with appropriate
instructions.
For a list of international telephone numbers to Seagate Support and alternative methods of
contact, please access http://www.seagate.com/www/en-us/about/contact_us/
*There is no safety issue with these products.
For Immediate Release
Contact your Seagate representative for additional information.
Urgent Field Update
Topic: Drive Hang after Power Cycle
Date: 1/16/09
Products: Barracuda 7200.11, Barracuda ES.2 (SATA), DiamondMax 22, FreeAgent Desk, Maxtor
OneTouch 4, SV35.3, SV35.4
Description
An issue exists that may cause some Seagate hard drives to become inoperable immediately after a
power-on operation. Once this condition has occurred, the drive cannot be restored to normal operation
without intervention from Seagate. Data on the drive will be unaffected and can be accessed once
normal drive operation has been restored. This is caused by a firmware issue associated with a specific
aspect of Seagate’s manufacturing test process.
Root Cause
This condition is caused by a firmware bug that allows the drive’s “event log” pointer to be set to an invalid
location. This condition is detected by the drive during power up, and the drive goes in to failsafe mode to
prevent inadvertent corruption to or loss of user data. As a result, once the failure has occurred user data
becomes inaccessible.
During power up, if the Event Log counter is at entry 320, or a multiple of (320 + x*256), and if a particular
data fill pattern (dependent on the type of tester used during the drive manufacturing test process) had
been present in the reserved-area system tracks when the drive’s reserved-area file system was created
during manufacturing (note this is not the Operating System’s file system, but is instead an area reserved
outside the drive’s logical block address space that is used for drive operating data structures and
storage), firmware will incorrectly allow the Event Log pointer to increment past the end of the Event Log
data structure. This error is detected and results in an “Assert Failure”, which causes the drive to hang as
a failsafe measure. When the drive enters failsafe further updates to the counter become impossible and
the condition will persist through all subsequent power cycles.
The problem can only occur if a power cycle initialization occurs when the Event Log is at 320 or some
multiple of 256 thereafter. Once a drive is in this state, an end user will not be able to resolve/recover
existing failed drives. Recovery of failed drive requires Seagate technical intervention. However, the
problem can be prevented by updating drive firmware to a newer version if available and/or by keeping
the drive powered on until a newer firmware version is available.
Note that in order for a drive to be susceptible to this issue, it must have both the firmware revision that
contains the issue, have been tested through the specific manufacturing process, and be power cycled.
Corrective Action
Seagate has implemented a containment action in to ensure that all manufacturing test processes write a
“benign” data fill pattern that does not trigger the error condition. This change is already a permanent part
of the test process. All drives with a date of manufacture January 12, 2009 and later are not affected by
this issue as they have been manufactured with this corrected test process. In addition, Seagate is
releasing updated firmware that will make a drive immune to this failure regardless of the date of
manufacture.
For Immediate Release
Contact your Seagate representative for additional information.
Urgent Field Update
Topic: Drive Hang after Power Cycle
Date: 1/16/09
Products: Barracuda 7200.11, Barracuda ES.2 (SATA), DiamondMax 22, FreeAgent Desk, Maxtor
OneTouch 4, SV35.3, SV35.4
Recommendation
Seagate strongly encourages customers to update all effected drives to the latest available firmware as
soon as possible (contact Seagate or visit the Seagate customer support web site to determine if a
firmware update is available now). If a firmware update cannot be performed (or is not yet available),
Seagate recommends that drive power cycling be minimized or avoided outright if at all possible, until
such time as a FW update can be performed.
If you have already experienced a problem and have a drive exhibiting this failure, please contact your
appropriate Seagate representative for support in recovering your data - Seagate will be providing data
recovery services at no charge to users impacted by this problem.
Seagate will also work with larger install-base customers to expedite a remedy to minimize any disruption
to you or your business.
For Immediate Release
Contact your Seagate representative for additional information.
Urgent Field Update
Topic: Drive Hang after Power Cycle
Date: 1/16/09
Products: Barracuda 7200.11, Barracuda ES.2 (SATA), DiamondMax 22, FreeAgent Desk, Maxtor
OneTouch 4, SV35.3, SV35.4
FREQUENTLY ASKED QUESTIONS (FAQ)
Q:
What Seagate drives are affected by this “drive hang after power cycle” issue?
A:
The following product types may be affected by this problem: Barracuda 7200.11, Barracuda
ES.2 (SATA), DiamondMax 22, FreeAgent Desk, Maxtor OneTouch 4, Pipeline HD, Pipeline HD
Pro, SV35.3, and SV35.4. While only some percentage of the drives will be susceptible to this
issue, Seagate recommends that all drives in these families be updated to the latest firmware!
Q:
What should I do if I think I have a Seagate drive affected by this issue?
A:
Since only some drives have this problem, there is a high likelihood your drive is working and will
continue to work perfectly. However, Seagate recommends that all drives in the effected families
be updated to the latest firmware as soon as possible. Seagate realizes this recommendation
may present challenges for some customers, particularly those with large distributed installed
bases. Seagate will work with customers to correct this problem, but requests customers take the
following initial actions depending on what type of customer they are:
•
For channel integrator or system builder - please contact the distributor where you
purchased your drive
•
For distributors – please contact your Seagate sales or technical representative
•
For OEMs - please work with your Seagate sales or technical representative.
•
For individual end-users - contact Seagate Technical Support via web, phone or email.
http://seagate.custkb.com/seagate/crm/selfservice/search.jsp?DocId=207931 or
1-800-SEAGATE (1 800 732-4283), or discsupport@seagate.com. If emailing,
please include the following disk drive information: model number, serial number and
current firmware revision.
Q.
If my drives are always on, could I see this issue?
A.
No, this can only occur after a power cycle, however Seagate still recommends that you upgrade
your firmware due to unforeseen power events such as power loss.
Q:
How will Seagate help me if I lost data on this drive?
A.
There is no data loss in this situation. The data still resides on the drive but it is inaccessible to
the end user. If you are unable to access your data due to this issue, Seagate will provide free
data recovery services. Seagate will work with you to expedite a remedy to minimize any
disruption to you or your business.
For Immediate Release
Contact your Seagate representative for additional information.
Urgent Field Update
Topic: Drive Hang after Power Cycle
Date: 1/16/09
Products: Barracuda 7200.11, Barracuda ES.2 (SATA), DiamondMax 22, FreeAgent Desk, Maxtor
OneTouch 4, SV35.3, SV35.4
Q.
Does this affect all drives manufactured through January 2008?
A.
No, this only affects products that were manufactured through a specific test process in
combination with a specific firmware issue.
Q.
Why has it taken so long for Seagate to find this issue on Barracuda ES.2 and SV35?
A.
In typical Nearline and Surveillance operating environments drives are not power cycled and so
are not as likely to experience this issue.
Q.
Does this affect the Barracuda ES.2 SAS drive?
A.
No, the SATA and SAS drives have different firmware
Q.
How will my RAID-set be affected?
A.
If the error occurs, the drive will drop offline after a power cycle. The RAID will go into the defined
host specific recovery actions, which will result in the RAID operating in either a degraded mode
or initiating a rebuild if a hot spare is available. If you are unsure how your host will respond to a
dropped drive and have not yet experienced this issue, avoid unnecessary power cycles and refer
to your manufacturer support site for appropriate instructions.
Q.
Is there a way to upgrade the firmware to my drives if in a large RAID-set, or do I need to
take the solution offline?
A;
The ability to upgrade firmware in a RAID array is system dependant. Refer to your system
manufacturer support site for appropriate instructions.
Q.
How can I tell which Barracuda ES or SV35 drives are affected?
A.
1). Check the “Drive model #” against the list of affected models below or
2) check the PN of the drive against the PN list below or
3) Call Seagate Technology, support services at 1-800-SEAGATE (1 800 732-4283), or
discsupport@seagate.com
If it is a SV35 SATA drive and it is affected, new firmware will be available 1/23/09
For Immediate Release
Contact your Seagate representative for additional information.
Urgent Field Update
Topic: Drive Hang after Power Cycle
Date: 1/16/09
Products: Barracuda 7200.11, Barracuda ES.2 (SATA), DiamondMax 22, FreeAgent Desk, Maxtor
OneTouch 4, SV35.3, SV35.4
Barracuda ES.2 SATA
SV35.3
SV35.4
Barracuda ES.2 SATA
Barracuda ES.2 SATA
Barracuda ES.2 SATA
Contact OEM
Barracuda ES.2 Models Affected
ST31000340NS
ST3750330NS
ST3500320NS
ST3250310NS
SV35 Models Affected
ST3500320SV
ST3750330SV
ST31000340SV
ST3320410SV
Barracuda ES.2 Part #s Affected:
9CA158-301/ -302/ -303
9CA156-301/ -302/ -303
9CA154-301/ -302/ -303
9CA152-301/ -302/ -303
9CA158-501/ -502/ -503
9CA156-501/ -502/ -503
9CA154-501/ -502/ -503
9CA152-501/ -502/ -503
9CA158-510/ -511/ -512
9CA156-510/ -511/ -512
9CA154-510/ -511/ -512
9CA152-510/-511/ -512
OEM #s PN Affected:
9CA158-xxx
9CA156-xxx
9CA154-xxx
9CA152-xxx
###
For Immediate Release
Contact your Seagate representative for additional information.
Barracuda 7200.11 – Customer Update
Description:
A firmware issue has been identified that affects a small quantity of Seagate® Barracuda® hard
drive models, which may result in data becoming inaccessible after a power-off/on operation.
Products:
Barracuda 7200.11, Barracuda ES.2 SATA, Maxtor® DiamondMax® 22.
Initial Assessment:
Seagate analysis currently shows:
•
The Annualized Return Rate for this issue is less than 0.3% for Desktop product and
significantly less for Business Critical/High Availability applications. Despite this issue, these
products are operating within or better than their specified reliability ratings.
•
There is no known data loss associated with this issue – for drives which experience this
issue, data remains on the drive and will be accessible once drive functionality has been
restored.
•
All Standard OEM and Channel Drives manufactured after Dec 19th 2008 are not susceptible
to this issue.
•
All other OEM -Specific configurations manufactured after Jan 12th 2009 are also exempt from
this issue.
Proposed Solution:
Based on the low risk as determined by an analysis of actual field return data, Seagate believes
that the affected drives can be used as is. However, as Seagate is committed to customer
satisfaction, a firmware update is also available on Seagate’s website.
Seagate Confidential