Document fins/I0532-1


FIN #: I0532-1

SYNOPSIS: Incorrect "Action to Take" information indicated in the Sun
          Ray 1 Troubleshooting Guide.

DATE: Nov/08/99

KEYWORDS: Incorrect "Action to Take" information indicated in the Sun
          Ray 1 Troubleshooting Guide.


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- Sun Proprietary/Confidential: Internal Use Only -
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                            FIELD INFORMATION NOTICE
                  (For Authorized Distribution by SunService)



SYNOPSIS:  Incorrect "Action to Take" information indicated in the
           Sun Ray 1 Troubleshooting Guide.
              

TOP FIN/FCO REPORT: No 
 
PRODUCT_REFERENCE:  Incorrect Sun Ray documentation  
 
PRODUCT CATEGORY:   Desktop / Documentation ; 

PRODUCTS AFFECTED:

Systems Affected
----------------
Mkt_ID      Platform     Model   Description             Serial Number
------      --------     -----   -----------             -------------
BAE-100-xx  Sun Ray 1    All     Sun Ray 1 Network Appliance   - 


X-Options Affected
------------------
   -          -           -       -                            -

PART NUMBERS AFFECTED: 

Part Number   Description                    Model
-----------   -----------                    -----

805-7871-10   Sun Ray 1 Troubleshooting Guide  -


REFERENCES:

DOC:  805-7871-10   Sun Ray 1 Troubleshooting Guide

     
PROBLEM DESCRIPTION: 

The Sun Ray 1 (Network Appliance) is currently shipping with a Trouble
Shooting Guide (pn 805-7871-10) which contains incorrect "Action to
Take" information for a specific failure Icon.  

Sample of the incorrect Icon notation shown below:

-------------------------------------------------------------------------
|      Icon	   |	   What it means	 |    Action to take	|
-------------------------------------------------------------------------
|                  |                             |                      |
|                  | An unrecoverable hardware   | Contact your system  |
|  -------         | failure has occurred.       | administrator for a  |
|  |     |         |                             | new unit.*           |
|  |     |         |                             |                      |
|  |     |   ---   |                             |                      |
|  |     |---| |   |                             |                      |
|  |     |   ---   |                             |                      |
|  -------         |                             |                      |
|                  |                             |                      |
-------------------------------------------------------------------------

The "Action to Take" instruction to obtain a new unit is incorrect and
could cause many NTF Sun Ray 1 units to be returned to Sun.  

The "Action to Take " should only indicate "Contact your System
Admin-
istrator".



IMPLEMENTATION:  
 
         ---
        |   |   MANDATORY (Fully Pro-Active)
         ---    
         
  
         ---
        |   |   CONTROLLED PRO-ACTIVE (per Sun Geo Plan) 
         --- 
         
                                
         ---
        | X |   REACTIVE (As Required)
         ---
         

CORRECTIVE ACTION: 

As a result of the above mentioned document error, a new "Quick
Reference" (pn 805-7871-11) will be printed to replace the
current Trouble Shooting Guide, to correct the error.

Example of the correction in the new Quick Reference Guide shown below:

-------------------------------------------------------------------------
|      Icon	   |	   What it means	  |    Action to take	|
-------------------------------------------------------------------------
|                  |                              |                     |
|                  | A unit failure has occurred. | Contact your system |
|  -------         | The unit tried to download   | administrator.      |
|  |     |         | from the server to the PROM, |                     |
|  |     |         | but failed.                  |                     |
|  |     |   ---   |                              |                     |
|  |     |---| |   |                              |                     |
|  |     |   ---   |                              |                     |
|  -------         |                              |                     |
|                  |                              |                     |
-------------------------------------------------------------------------


COMMENTS: 

*The expected availability date for the new "Quick Reference"
Documentation
 is 12/31/99.  The new reference cards will ship with new system orders,
 but will not be sent to installed base customers.


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Implementation Footnote:

i)   In case of MANDATORY FINs, Enterprise Services will attempt to    
     contact all affected customers to recommend implementation of 
     the FIN. 
   
ii)  For CONTROLLED PROACTIVE FINs, Enterprise Services mission critical    
     support teams will recommend implementation of the FIN  (to their  
     respective accounts), at the convenience of the customer. 

iii) For REACTIVE FINs, Enterprise Services will implement the FIN as the   
     need arises.
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-----------------------
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----------------
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General:
--------
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