Document fcos/A0169-1
FCO #: A0169-1
SYNOPSIS: Sun Ray 1 may experience a catastrophic hardware fault condition
DATE: Jan/17/01
KEYWORDS: Sun Ray 1 may experience a catastrophic hardware fault condition
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- Sun Proprietary/Confidential: Internal Use Only -
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FIELD CHANGE ORDER
(For Authorized Distribution by SunService)
SYNOPSIS: Sun Ray 1 may experience a catastrophic hardware fault condition.
TOP FIN/FCO REPORT: Yes
PRODUCT_REFERENCE: Sun Ray 1 Power Supply
PRODUCT CATEGORY: DeskTop / Power
PRODUCTS AFFECTED:
Mkt_ID Platform Model Description Serial Number
------ -------- ----- ----------- -------------
Systems Affected
------- --------
BAE-100-xx Sun Ray 1 ALL Sun Ray 1 HD923xxxxx - HD042xxxxx
BAE-WG25-xx Sun Ray 1 ALL Sun Ray 1 HD923xxxxx - HD042xxxxx
BAE-WG50-xx Sun Ray 1 ALL Sun Ray 1 HD923xxxxx - HD042xxxxx
BAE-WG100-xx Sun Ray 1 ALL Sun Ray 1 HD923xxxxx - HD042xxxxx
BAE-WG200-xx Sun Ray 1 ALL Sun Ray 1 HD923xxxxx - HD042xxxxx
BAE-WG300-xx Sun Ray 1 ALL Sun Ray 1 HD923xxxxx - HD042xxxxx
X-Options Affected
--------- -------
PART NUMBERS AFFECTED:
Part Number Description Model
----------- ----------- -------
380-0299-06 (or less) Assy - Sun Ray 1 -
(SCSI Devices)
Type Vendor Model SerialNumber(Min) SerialNumber(Max) Firmware
---- ------ ------- ------------------ ------------------ --------
n/a
REFERENCES :
ECO: WO_19158
StopShip/Purge: WSS001#3689
URL: http://edist.Central.Sun.COM/smcc/doc/805/805-7871-11/ps/
LEAP: 1245
MAN: 805-7871-11 Sun Ray 1 Quick Reference Guide
PROBLEM DESCRIPTION :
Sun Ray 1 power supply Sun p/n (370-4188-01 or 370-3913-01) may experience an
early life failure, causing the yellow LED (hardware fault) or green LED to
go out (no power - LED off). This may be accompanied by a "pop" noise
and
small smoke emission if the unit is left in the hardware fault condition over
a period of time. This is not a safety issue or a data loss/corruption issue.
Any Sun Ray 1 shipped prior to October 20th, 2000 may be affected.
Root Cause Analysis determined that this problem was the result of a quality
issue with capacitors used in the power supplies, and provided by a sub-tier
supplier of the assembler vendor. These capacitors did not achieve lifetime
expectations, with the electrolyte breaking down and causing the capacitors
to vent and the power supplies to fail.
The power supply has been re-designed with new values for capacitors (in an
effort to add additional robustness to the design), and the sub-tier vendor
that supplied these capacitors has been dis-qualified as an approved supplier
for this product.
Corrective action was implemented in Manufacturing by releasing the re-designed
power supply (Sun p/n 370-4188-02) into the Sun Ray 1 FRU (Sun p/n 380-0299-07
or 380-0428-01) via ECO# WO_19158 as of November 21, 2000.
Corrective action was implemented in Enterprise Services via LEAP# 1245
as of November 22, 2000.
IMPLEMENTATION :
---
| X | MANDATORY (Fully Pro-Active)
---
---
| | CONTROLLED PRO-ACTIVE (per Sun Geo Plan)
---
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| | REACTIVE (As Required)
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REPLACEMENT TIME ESTIMATE : 10 minutes
SPECIAL CONSIDERATION :
Not all units should be replaced at once, but must be managed in a phased
approach to minimize resource requirements and size of FRU stock. Local
Field Service Management should work with customers to plan and coordinate
the actual system replacements as soon as possible.
The Customer List, Customer Letter, Contact Script, Replacement Procedures,
and Question and Answer documents may be found at the following URL;
http://sdpsweb.Ebay/FIN_FCO/Home_Page/FCO/FY96FCO_Categories/Swap_Programs.html
Please note that some marketing part numbers represent multiple systems;
BAE100-00 = 1 system
BAE-WG25-00 = 25 systems
BAE-WG50-00 = 50 systems
BAE-WG100-00 = 100 systems
BAE-WG200-00 = 200 systems
BAE-WG300-00 = 300 systems
BAE-999-01-PROMO = 10 systems
CORRECTIVE ACTION :
Proactively replace Sun Ray 1 systems, Sun p/n 380-0299-06 (and below) with
Sun p/n 380-0299-07 (or above) or 380-0428-01 (or above) per below priority
exchange plan)...
1) External customers, with system serial numbers ranging from
HD936xxxxx through HD941xxxxx (inclusive).
2) External customers located in Japan.
3) Internal customers located in Japan.
4) Remaining external customers with system serial numbers of
between HD942xxxxx and HD042xxxxx.
5) Sun Ray 1 Appliances with system serial numbers of below HD936xxxxx
should be replaced upon failure as it has been determined that these
units have a very low susceptibility to this failure.
All of an individual customer's units should be exchanged at once,
even if they fall into multiple categories above.
All Sun internal customers, with the exception of Japan, should be replaced
upon failure only.
COMMENTS :
All Sun Internal customers should follow standard, current processes
for logging a trouble ticket if a Sun Ray 1 failure is experienced.
Based on software licenses for this product it is estimated that
there are 2479 customers which includes some internals.
Note: Sun Ray 100 and 150 appliances are not affected.
Please reference the following internal and external webpages for
more information:
Internal:
http://grand.central/web/salesmktg/sunray/index.html
External:
http://www.sun.com/service/support/products/desktops/sunray_support.html
BILLING TYPE:
Warranty: Sun will provide parts at no charge under Warranty
Service. On-Site Labor Rates are based on how the
system was initially installed.
Contract: Sun will provide parts at no charge. On-Site Labor Rates
are based on the type of service contract.
Non Contract: Sun will provide parts at no charge. Installation by
Sun is available based on the On-Site Labor Rates
defined in the Price List.
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Implementation Footnote:
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i) In case of Mandatory FCOs, Enterprise Services will attempt to contact
all known customers to recommend the part upgrade.
ii) For controlled proactive swap FCOs, Enterprise Services mission critical
support teams will initiate proactive swap efforts for their respective
accounts, as required.
iii) For Replace upon Failure FCOs, Enterprise Services partners will implement
the necessary corrective actions as and when they are required.
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All released FINs and FCOs can be accessed using your favorite network
browser as follows:
SunWeb Access:
______________
* Access the top level URL of http://sdpsweb.EBay/FIN_FCO/
* From there, select the appropriate link to query or browse the FIN and
FCO Homepage collections.
SunSolve Online Access:
_______________________
* Access the SunSolve Online URL at http://sunsolve.Central/
* From there, select the appropriate link to browse the FIN or FCO index.
Supporting Documents:
____________________
Supporting documents for FIN/FCOs can be found on Edist. Edist can be
accessed internally at the following URL: http://edist.Central/.
* From there, follow the hyperlink path of "SunService Documentation"
and
click on "FIN & FCO attachments", then choose the appropriate
folder,
FIN or FCO. This will display supporting directories/files for FINs or
FCOs.
Internet Access:
_______________
* Access the top level URL of https://infoserver.Sun.COM
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General:
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Send questions or comments to finfco-manager@sdpsweb.EBay
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