SummaryThere 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 CauseThe root cause is the result a hard drive issuing a SATA message that is not correctly handled by the RAID software. Issue ResolutionAvid 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 engineDo not physically remove any of the drivesAvid 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.
"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*DSSystems Engineer @ Discovery Studios West(wwld)
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