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Seagate Firmware Update Bricks 500GB Barracudas
Voidsinger writes "The latest firmware updates to correct Seagate woes have created a new debacle. It seems from Seagate forums that there has yet to be a successful update of the 3500320AS models from SD15 to the new SD1A firmware. Add to that the updater updates the firmware of all drives of the same type at once, and you get a meltdown of RAID arrays, and people's backups if they were on the same type of drive. Drives are still flashable though, and Seagate has pulled the update for validation. While it would have been nice of them to validate the firmware beforehand, there is still a little hope that not everyone will lose all of their data."
The firmware updater uses FreeDOS from a CD image (ISO). Users had to burn it to a CD and boot from it. Here's an example when I tried it (first release that crashed while upgrading -- did not brick for people and me) under VMware to see if my CD booted: http://img403.imageshack.us/img403/7128/screenshotsa7.gif from Sunday night. I didn't bother to try the second one because that one totally bricked 500 GB HDDs which I have!
Ant(Dude) @ Quality Foraged Links (AQFL.net) & The Ant Farm (antfarm.ma.cx / antfarm.home.dhs.org).
I talked with A/S 10 minutes ago
After talking with Seagate A/S a few days ago and told I needed to update my firmware and sent an email on how to update, no fireware was downloadable from the links in the email provided.
Annoyed I talked to Seagate A/S again today, it seems I do not need a firmware upgrade anymore, and only some of the hard drives made in Taiwan between some date seem to be defective and updating firmware in non-defective drives seems to be causing problems. Hence they removed all links to firmware. Since they are not 100% sure of what I mentioned above yet, they told me they are going to update their site and call me back when things get finalized next week.
I'll answer your questions to the best of my ability, and as honestly as I can! I'm no statistician, but the 'drive becoming inaccessable at boot-up' is pretty much a very slim chance - but when you have 10 million drives in the field, it does happen. The conditions have to be just right - you have to reboot just after the drive writes the 320th log file to the firmware space of the drive. this is a log file that's written only occasionally, usually when there are bad sectors, missed writes, etc... might happen every few days on a computer in a nin-RAID home use situation.. and if that log file is written even one time after the magic #320, it rolls over the oldest file kept on the drive and there's no issue. It'll only stop responding IF the drive is powered up with log file #320 being the latest one written... a perfect storm situation. IF this is the case, then seagate is trying to put in place a procedure where you can simply ship them the drive, they hook it up to a serial controller, and re-flashed with the fixed firmware. That's all it takes to restore the drive to operation! As for buying new drives, that's up to you. None of the CC firmware drives were affected - only the SD firmware drives. I'd wait until later in the week, maybe next week, until they have a known working and properly proven firmware update. If you were to have flashed the drives with the 'bad' firmware - it would disable any read/write functions to the drive, but the drive would still be accessible in BIOS and a very good chance that flashing it back to a previous SD formware (or up to the yet to be released proven firmware) would make it all better. Oh, and RAID0 scares me by it's very nature... not an 'if' but 'when' the RAID 0 craps out and all data is lost - but I'm a bit jaded from too much tech support! :)
Thank you! I wish this information would have been public and I didn't have to create a new account to avoid being fired for releasing 'confidential information' - but what can you do with jerkoff lawyers tearing at your corporate heels already?
Now, to your questions!
1) It keeps changing because the scope of the issue keeps changing. I'm pretty sure it's a range of drives within the familys noted in the KB article - but also, there are some external drives affected because they contain an internal drive with the problem, that aren't on the article yet. Your best bet would be to compare your drive to the list of models, and then wait a little while.. around friday, I *think* they should have most issues sorted out and the information accurate. But I can't promise anything.
2) That could very well be it. I'm not privy to the nitty-gritty details, as engineering clammed up pretty quickly - I'm just a geek enough to understand what I hear in passing or the few technical details I came across when I go looking for information. But the mysterious death log being a SMART self-test log would absolutely make sense, and is consistent with what I'm hearing.
3) Unofficially, I've seen more then just the 1.5Tb drives display symptoms similiar to the stuttering issue, but none so blatent or as impacting as it is in the 1.5Tb drives.
As far as the firmware fixing both the stuttering issue and the unresponsive-drive issue, yes. The changes for the stuttering issue was made in CC1H and SD1A firmwares. Any firmware equal or more recent then those two, will have the fix for both issues.
4) I have no idea. SMART characteristics can vary from part number to part number - or even sometimes drive-to-drive; so what is 'out of tolerances' for one part number could be just fine for a different p/n (even though they are the same model number).
I am one of the victims and your report confirmed all the problems which I expected to occur inside your company. I previously worked with an electronic giant and the problems are just too similar.
The catastrophic problems which Seagate is facing now could have been prevented - if there would have been one single person in customer service who would have cared and pushed the issue, which was known for months, up to the right people. A little googling some months ago would have proven that this issue is far bigger than a "one time" incident.
After all it doesn't happen every day that Data Recovery companies announce with joy that they are able to handle widespread 7200.11 firmware problems. Or that the two major companies which provide recovery solutions race for being the first to have a two click solution for this cash cow.
Data recovery companies were flooded with drives. They figured out an easy way to fix the firmware and kept it secret. They made a great profit, charging prices as if it was a hardware failure.
Seagate Datarecovery did the same by quoting up to 1800 USD for a 10 minute fix. Although I am sure that they were the only ones not aware of the easy fix.
The problem with the undetectable bios drives really isn't new. Your customer service knew it for a long time, but they are paid so little and probably have such strict procedures that they don't care about Seagates customers and no one dared to report the drive failures as a major incident. Everyone shut up about it and the people which are responsible and do care only learned about it months later when (or shortly before) it got out to the press.
Seagate had months of time to fix it. Two months ago when my drive broke, there was already plenty of information about the problem on the net. The only one who would deny any problem was Seagate.
I warned your board moderator of the disaster which will strike Seagate months ago. I tried to show him that these were not normal failure rates but the poorly paid guy didn't care.
The email support who takes two weeks to respond, and the phone and live support were just as ignorant.
There were people reporting how 4 out of 6 drives broke within weeks, and Seagate would only respond that such failure rates are normal.
People on the Seagate boards were constantly reporting the problem, but your board moderator shut them up. Threads where getting deleted and locked, including a big thread where the community was working on a fix. The reason, according to Seagate, was that it added nothing to the community.
The board moderator would consistently tell everyone that there is no known problem with the drive - the same message as your customer service.
It went as far as blocking links in private messages to a posting on another board which could help the victims. So how could Seagate expect from those people now to actually believe that the company cares?
The posting on the new board had within a short time 10.000 views. That's when things started to get out of hand for Seagate.
People were pissed off for months about Seagate. Everyone knew that the firmware was broken, but the company denied any problems. We knew that it is not that difficult to recover the data if you have the tools and knowhow, but the company wouldn't give any assistance. Many would have accepted the fate if the drive would truly be broken. But not if it is inaccessible because of a firmware bug which makes every single drive a -clicking- time bomb.
People everywhere were calling Seagate harddrives junk drives which are so unreliable that they will never buy them again.
So I, as many others, went on to warn every single person we knew about the problem with Seagate drives. The hilarious/sad thing is that before, I would recommend Seagate to everyone I knew. If someone would ask me which drive to buy I would reply with no doubt: Seagate.
This could have been prevented if Seagate would have acknowledged the problem much earlier. I wasted day after day,