Urgent Field Update
Topic: Drive Hang after Power Cycle Date: 1/16/09
Products: Barracuda 7200.11, Barracuda ES.2 (SATA), DiamondMax 22, FreeAgent Desk, Maxtor
OneTouch 4, SV35.3, SV35.4
For Immediate Release
Contact your Seagate representative for additional information.
FREQUENTLY ASKED QUESTIONS (FAQ)
Q: What Seagate drives are affected by this “drive hang after power cycle” issue?
A: The following product types may be affected by this problem: Barracuda 7200.11, Barracuda
ES.2 (SATA), DiamondMax 22, FreeAgent Desk, Maxtor OneTouch 4, Pipeline HD, Pipeline HD
Pro, SV35.3, and SV35.4. While only
some percentage of the drives will be susceptible to this
issue, Seagate recommends that all drives in these families be updated to the latest firmware!
Q: What should I do if I think I have a Seagate drive affected by this issue?
A: Since only some drives have this problem, there is a high likelihood your drive is working and will
continue to work perfectly. However, Seagate recommends that all drives in the effected families
be updated to the latest firmware as soon as possible. Seagate realizes this recommendation
may present challenges for some customers, particularly those with large distributed installed
bases. Seagate will work with customers to correct this problem, but requests customers take the
following initial actions depending on what type of customer they are:
• For channel integrator or system builder - please contact the distributor where you
purchased your drive
• For distributors – please contact your Seagate sales or technical representative
• For OEMs - please work with your Seagate sales or technical representative.
• For individual end-users - contact Seagate Technical Support via web, phone or email.
http://seagate.custkb.com/seagate/crm/selfservice/search.jsp?DocId=207931 or
please include the following disk drive information: model number, serial number and
current firmware revision.
Q. If my drives are always on, could I see this issue?
A. No, this can only occur after a power cycle, however Seagate still recommends that you upgrade
your firmware due to unforeseen power events such as power loss.
Q: How will Seagate help me if I lost data on this drive?
A. There is no data loss in this situation. The data still resides on the drive but it is inaccessible to
the end user. If you are unable to access your data due to this issue, Seagate will provide free
data recovery services. Seagate will work with you to expedite a remedy to minimize any
disruption to you or your business.
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