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Bulletin (REVISED): Blue Screen Condition Occurs When Using Microsoft Windows Server 2003 SP1/SP2 With Some HP StorageWorks NAS and HP ProLiant Storage Server Products

SUPPORT COMMUNICATION - CUSTOMER BULLETIN

Document ID: c00616839

Version: 7

Bulletin (REVISED): Blue Screen Condition Occurs When Using Microsoft Windows Server 2003 SP1/SP2 With Some HP StorageWorks NAS and HP ProLiant Storage Server Products
NOTICE: The information in this document, including products and software versions, is current as of the Release Date. This document is subject to change without notice.

Release Date: 2008-02-27

Last Updated: 2008-02-27


DESCRIPTION

Revision Table

Version
Date
Details
Version 7
2/15/08
Updated with latest Service Release 6.6 and download link. Updated download link for the NAS Installer Kit.
Version 6
4/12/07
Updated resolution adding the URL to obtain HP ProLiant Storage Server Service Release 6.4.
Version 5
3/20/07
Updated description with the specific error information including the Windows error stop code displayed. Updated the resolution, replacing the ftp link with an http link to HP.com.
Version 4
3/13/07
Updated title, description, scope, and resolution sections; added Microsoft Windows Server 2003 Service Pack 2 (SP2) release.
Version 3
3/8/06
Updated description and scope sections, showing Windows Server 2003 Service Pack 1 (SP1) release. This document supersedes CB0204W.
Version 2
4/8/05
Updated SP1 release information, updated affected product list, and added fix procedure in case issue occurs.
Version 1
2/17/05
Updates to the affected products

IMPORTANT : This document addresses possible data loss.

Microsoft has released Windows Server 2003 Service Pack 2 (SP2). Windows Server 2003 SP2 is a cumulative release, replacing Windows Server 2003 Service Pack 1 (SP1). When installing either SP1 or SP2 on a system that has no Windows Server 2003 Service pack installed, there is an interaction that causes low memory to be inaccessible to components on the HP ProLiant Storage Server or HP StorageWorks NAS Server.

After installing Windows Server 2003 Service Pack (SP2 or SP1) on the HP ProLiant Storage Server or HP StorageWorks NAS system, a blue screen condition occurs during restart. Shortly after the Welcome to Windows login screen is displayed, a pop-up window titled HP StorageWorks NAS Series displays with the following message:

The server you are running cannot run StorageWorks NAS software properly. You may be in violation of your license agreement. Please contact HP Support immediately if you think this message is displayed in error. The server will Blue Screen in 1 minute.

The following stop code error then displays on the blue screen:

STOP: 0x0000001E (0x5461736B, 0x536D6172, 0x74204241, 0x44524F4D)

At this point, the storage server (NAS) no longer operates.

Customers with HP ProLiant Storage Server or HP StorageWorks NAS products using Windows Storage Server 2003 without any Windows Server 2003 Service Pack installed SHOULD NOT install Windows Server 2003 Service Pack (SP1 or SP2) until either update in the Resolution section, below, is applied.

SCOPE

  • Products without any Windows Server 2003 Service Pack installed on the base product and associated Quick Restore DVD:

    • HP ProLiant ML110 Storage Server

    • HP ProLiant DL100 Storage Server

    • HP ProLiant DL580 G2 Storage Server

    • HP StorageWorks NAS 500s

    • HP StorageWorks NAS 1200s

    • HP StorageWorks NAS 1500s

    • HP StorageWorks NAS 2000s

    • HP StorageWorks NAS 4000s

    • HP StorageWorks NAS 9000s

    • HP StorageWorks NAS b2000 Series V2 (if upgraded to WSS 2003)

    • HP StorageWorks NAS b3000 V2 (if upgraded to WSS 2003)

    • HP StorageWorks NAS e7000 V2 (if upgraded to WSS 2003)

      NOTE : Either one of the options in the Resolution section, below, are required if Windows Server 2003 SP1 has not been installed previously using the HP ProLiant Storage Server Service Release 5.5 or later.

  • Products with Windows Server 2003 SP1 installed on the base product and associated Quick Restore DVD:

    • HP ProLiant DL100 G2 Storage Server

    • HP ProLiant DL100 G2 Data Protection Storage Server

    • HP ProLiant DL100 G2 File Print Appliance

    • HP ProLiant DL380 G4 Storage Server

    • HP ProLiant DL380 G4 Data Protection Storage Server

    • HP ProLiant DL585 Storage Server

    • HP ProLiant ML110 G2 Storage Server

    • HP ProLiant ML310 G3 Storage Server

    • HP ProLiant ML310 G3 Data Protection Storage Server

    • HP ProLiant ML350 G4 Storage Server

    • HP ProLiant ML350 G4p Storage Server

    • HP ProLiant ML370 G4 Storage Server

The resolution below is highly recommended, because it installs an important HP ProLiant Storage Server system update; however, it is not required to complete the resolution prior to installing Windows Server 2003 SP2.

Further, the resolution below is not required for systems using Microsoft Windows Storage Server 2003 R2 or Microsoft Windows Unified Data Storage Server 2003 x64 Edition.

RESOLUTION

Customers should not install Windows Server 2003 Service Pack (SP1 or SP2) on impacted products that do not have any Windows Server 2003 Service Pack installed until they install either one of the following:

  • HP ProLiant Storage Server Service Release 6.6

  • HP ProLiant Storage Server (NAS) Installer Kit for Microsoft Windows Server 2003 Service Pack 2

If you are experiencing the blue screen issue after having installed Windows Server 2003 SP1/SP2, contact your local HP Support for assistance in resolving this issue and reference this Customer Bulletin.

In the U.S., call: 1-800-633-3600. In other countries, go to http://www.hp.com to find your local contact number for HP Support.

Customer Problem Resolution

In the event of a specific failure, diagnostic, symptom, or other customer issue, use the CPR (Customer Problem Resolution) process to obtain assistance. Typically, this means contacting the responsible Global Competency Center (GCC) team. On-site support personnel can access the GCC through the country/region remote support center. You must provide the remote support center with all of the pertinent system or software information (serial numbers, model numbers, logs, and so on).

Proactive updates

Receive support alerts (such as Customer Advisories), driver updates, software, firmware, and customer replaceable components in your e-mail through HP Subscriber's Choice. Sign up for Subscriber's Choice Driver, Patch, Security, and Support alerts at the following URL: http://www.hp.com/go/myadvisory

To sign up for other Subscriber's Choice services, see: http://www.hp.com/go/e-updates


Hardware Platforms Affected: HP ProLiant DL585 Storage Server, HP ProLiant DL380 G4 Storage Server, HP StorageWorks 1200s NAS, HP StorageWorks b3000 NAS, HP StorageWorks 1000s NAS, HP ProLiant ML370 G4 Storage Server, HP ProLiant ML350 G4 Storage Server, HP ProLiant DL100 Storage Server, HP StorageWorks NAS b2000 series v2, HP ProLiant DL580 G2 Storage Server, HP StorageWorks 4000s NAS, HP StorageWorks 2000s NAS, HP ProLiant ML110 Storage Server, HP ProLiant ML110 G2 Storage Server, HP StorageWorks 9000s NAS, HP StorageWorks 1500s NAS Region Bundle, HP StorageWorks e7000 NAS
Components Affected: Not Applicable
Operating Systems Affected: Not Applicable
Software Affected: Not Applicable
Third Party Products Affected: Not Applicable
Support Communication Cross Reference ID: IA00616839
©Copyright 2008 Hewlett-Packard Development Company, L.P.
Hewlett-Packard Company shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental,special or consequential damages including downtime cost; lost profits;damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. Hewlett-Packard Company and the names of Hewlett-Packard products referenced herein are trademarks of Hewlett-Packard Company in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.

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