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FN-2018-423 - Down-level Firmware of the Internal eUSB may cause a VDX6940 Failure

  • Article Type:
  • Field Notice
  • Article Number:
  • 000035725
  • Last Modified:
  • 8/5/2019

Notice Summary

 
Down-level firmware of the internal eUSB device used for code and data storage in some VDX6940s may cause the eUSB to fail, causing the system to fail. The system will require an RMA if the failure occurs. To prevent this failure, an eUSB firmware upgrade is available.

Background

 
An eUSB Flash drive is used in all VDX6940 products for code and data storage (similar to a hard disk). Due to a defect in the internal firmware of some of those devices it may stop responding unexpectedly. The conditions that cause the failure appear to be random.  When the failure occurs the eUSB drive does not respond to any further read or write requests, and this causes the VDX6940 system to fail. There is no recovery method, and the unit will need to be RMA’d if the failure occurs.

Impact

 
Systems with an affected eUSB drive with this down-level firmware may randomly fail. Best practice recommendation is to have redundancy in the network so that a single device failure will not cause impact to network connectivity.

Products Affected

 
VDX6940 Product Family

Software Affected

 
NOS versions prior to 7.2.0c or 7.4. Upgrading to one of these versions or later will upgrade the eUSB firmware.

Symptoms

 
If the failure occurs, the system will continuously reboot. On the console, or in the console log, the signature message for this failure is:
scanning bus for storage devices... 0 Storage Device(s) found
There are no symptoms prior to the failure. If there is no console connected the only symptom is that the system continuously reboots.

Workaround

 
To prevent hitting the firmware defect, the internal eUSB firmware on an affected VDX6940 should be updated with assistance from an Extreme GTAC Support Engineer or Account Systems Engineer. See the solution below.

You may also upgrade to NOS versions 7.2.0c or 7.4+.

Solution

 
Extreme TAC personnel can check systems to see if a firmware update is required. While logged in as root, execute the following command:
sw0:FID128:root> cat /proc/hv_console | grep Mfr
This will return the eUSB controller vendor and firmware type, which will look like this:
Mfr=Hyperstone GmbH, Product=U8 HyMap FlashDisk B, SerialNumber=00000900xxxx

If the manufacturer is Hyperstone and the product field contains “HyMap”, the device is the type that requires the updated firmware. If either of those fields is different, the device does NOT require updating.  If both fields match, the next step is to check if the firmware has already been updated. To do that, execute the following command (still as root):
sw0:FID128:root> bootenv | grep ssd_fw_version
ssd_fw_version=161014u8    2.01 INT
If nothing is returned, the drive has not been updated. It is only necessary to update the firmware if both the vendor and firmware type match and it has not already been updated.

Extreme has provided updated firmware for the eUSB device that corrects this defect, and has developed a utility to apply the firmware update in the field. This update process should be done by trained Extreme TAC personnel. Applying the update is disruptive – traffic will stop, and the system needs to be rebooted at the completion of the process. For that reason, Extreme recommends that the update be applied during a maintenance window where network traffic won’t be affected. System data on the eUSB (including configuration information) is not affected by this update and the system can be returned to service after the update has been applied.

Extreme will also provide the updated firmware for the eUSB device as part of a future NOS upgrade (v7.2.0c and v7.4). Upgrading to this version will automatically upgrade the eUSB firmware.

For customers who have experienced this failure on one or more of their VDX6940 systems, or where the failure of a VDX6940 is disruptive to their network, Extreme recommends proactively updating affected VDX6940s in the customer network. For customers who cannot tolerate the disruption of the upgrade process, Extreme recommends they wait for the delivery of the updated firmware as part of NOS.

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