Latest post Mon, Mar 11 2013 8:57 PM by Randall L Rike. 0 replies.
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  • Mon, Mar 11 2013 8:57 PM

    Pseudo Failure of Multiple Avid ISIS 5000 Hard Disk Drives

    Summary
    There have been a small number cases of Avid® ISIS 5000 systems reporting multiple simultaneous drive failures in the field. The drives are incorrectly marked as failed, however media on the drives is intact. This condition is correctable, but very specific steps must be taken to ensure logs are gathered, and customer data is protected. This condition is very rare, impacting less than half of 1% of ISIS 5000 installed systems. 
     
    Root Cause
    The root cause is the result a hard drive issuing a SATA message that is not correctly handled by the RAID software.
     
    Issue Resolution
    Avid has integrated and tested an updated version of the RAID software that correctly handles the SATA code. This will prevent the drives from being incorrectly marked as “failed”.
    The updated software and installation instructions are available now on the Avid Download Center  http://www.avid.com/us/support/downloads
     
    Note: If an ISIS 5000 is re-imaged for any reason, this software update must be re-applied.
     
    Required actions if multiple drive failures are reported prior to performing the upgrade.

    If an ISIS 5000 reports multiple drive failures follow the steps below; 
    End User or Reseller must open a case with Avid Customer Success. This is a Code Blue scenario.  A remote session to the customer’s ISIS 5000 system will be requested.
    Do not reboot the ISIS 5000 engine
    Do not physically remove any of the drives
    Avid Customer Success will require a remote session to connect to the ISIS 5000 system.
    If you have further questions regarding this alert, please contact your Avid Partner Account Manager.

    Symphony 8.0 w/Matrox MXO2 Rack, HP z420, Windows 7 Professional 64-Bit, QT v7.7.x, Hexa Core 3.2GHz, 16GB RAM, nVidia Quadro Series 2000 & nVidia... [view my complete system specs]

    "There are few technological barriers.  You can fix almost anything if you throw enough money at it."
    *******************************
    Randall L. Rike, ACI, ACSR Mac*Win*Unity*ISIS*DS
    Systems Engineer @ Discovery Studios West
    (wwld)

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