NetBackup Deduplication 5000/5020 Appliance with RAID controller firmware 1.40.322-1445 locks up / hangs / freezes, requiring forcible power reset due to fatal firmware error.

Problem

NetBackup Deduplication 5000/5020 Appliance with RAID controller firmware 1.40.322-1445  locks up / freezes, hangs requiring forcible power reset. Appliance can be pinged but does not respond to keyboard keystrokes via even physical console access.

Error Message

From DataCollect RAID-8708-FwTerm_YYYY.MM.DD_HH_MM_SS.log (or via commandline: /opt/MegaRAID/MegaCli/MegaCli64 -fwtermlog -dsply -a0 > fwterm.log):

01/14/13  9:00:10: EVT#28405-01/14/13  9:00:10: 113=Unexpected sense: PD
20(e0x08/s11) Path 500e004aaaaaaa0b, CDB: 28 00 0d 5c 97 00 00 00 80 00, Sense:
6/29/00
01/14/13  9:00:10: Raw Sense for PD 20: 70 00 06 00 00 00 00 0a 00 00 00 00 29
00 00 00 00 00
01/14/13  9:00:10: Warning!!! -Rdm:80646000 not with CHIP, Sign 44494152, chip 0, Reply Iob 0
01/14/13  9:00:10:  TM queue Count 0 Head 0 Tail 0 Active 0 ...
01/14/13  9:00:10: Retry         RDM: 808fde00, Chip [0]. TGT[f], CMD=2
01/14/13  9:00:10: DM_ResetQueue:Ret 641, Failed 0 Msg from Chip to DevQ
01/14/13  9:00:10: Reset Chip 0: CurQdepth reset for Ld[0] to LD[100]
01/14/13  9:00:10:  Final Reset queue Count 69f Head 80520800 Tail 80854e00
01/14/13  9:00:10:  DM_QueueCISM: Chip 0 Queued
01/14/13  9:00:11:  DM_Reset Chip 0 - End
01/14/13  9:00:11:  Calling CISM
01/14/13  9:00:11: ################Chip Reset 0 ################ ...
01/14/13  9:02:11: !!! First discovery failed to complete with 120 seconds !!!
EVT#28406-01/14/13  9:02:11:  15=Fatal firmware error: Line 890 in ../../dm/pl/pliopsup.c
          
_monTask: Online Controller Disabled  0  0

Cause

Possible fatal firmware error.

Solution

Veritas has acknowledged that the above-mentioned issue (ETrack 3053430) is present in the current version(s) of the product(s) mentioned at the end of this article.

Veritas Corporation is committed to product quality and satisfied customers.
This issue is currently being considered by Veritas Corporation to be addressed in a forthcoming patch of the product. Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.  As future maintenance packs are released, please visit the following link for download and readme information:
https://www.veritas.com/business/support/index?page=landing&key=58991

Applies To

NetBackup Deduplication 5000/5020 Appliance with RAID controller firmware 1.40.322-1445