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1066
September 6th, 2018 21:00
Mass Data loss on PS6610E and FS7610
I'm a customer from china.
Our company implemented a storage plan using two dell ps6610e and one fs7610 nas controller.
At May 2018, the whole system went down completely without any warning.
We contacted dell china for warranty purpose.
They tried many times to fix the problem.
Finally I requested to replace the storage chassis even it was not a regular spare part.
However, the system remains down due to volume offline.
They re-assigned the volume pages and forced the volumes online.
I thought that they fixed all the problems and could save our value data.
Then they found the nas back-plane went down and tried the replaced with a new one.
After few days later, they told me that all the data has been completely lost.
The data was over 400T more since we collected many years before.
does anyone have the dell complaint department email?
we'd like to feedback this case to dell headquarter and wait for a reasonable explain.
dwilliam62
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1.5K Posts
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September 7th, 2018 07:00
Hello,
I am sorry to hear that you lost your data. Is the case still open? The best way to get your answers and express your frustration is via support. A Resolution Manager (RM) should have been assigned to your case as a direct contact to monitor the process and make sure all your questions are answered.
If the case is not open, you can request it be reopened or a new one created and reference the original case.
A formal Root Cause Analysis (RCA) can be requested. The RM can work you through that process. It make take some time to get an RCA.
Regards,
Don
forgetted
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September 10th, 2018 03:00
Thank you for your kind remind.
The case is still open. But they just told me the result.
I'm still wondering what could result in this disaster.
As i know, the hardware should have enough safe technology to get rid of it.
The damaged parts were the back-plane for both ps6610e and fs7610.
During maintenance period, no operations were made. No additional data were written to the disk.
Dev Mgr
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9.3K Posts
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September 15th, 2018 19:00
I assume that if it was important information, you have backups.
I can understand that restoring 400TB of data will take a while, but that's why you have your backups, in those cases where total disaster strikes (whether that is natural disaster (e.g. earthquake takes down the building), or a disastrous hardware failure (like you experienced)).
If you check the fine print for any server/storage vendor's warranty policy, they all say that they cannot be held responsible for losing your data; just for getting your hardware back up and running (as long as it is under warranty).