R640 Bezel problem after iDrac firmware update 3.18.18.18

Hello

There are many odd issues that may occur after an iDRAC update if the system is not restarted. If you have not restarted the system then I suggest restarting during your next maintenance window.

Thanks

system is restarted. for one more try I've restarted it again but bezel is not turning on any more. logs are the same an they are repeating

2018-06-12 08:30:14 RAC1198 Unable to update the LCD panel firmware either because of connection issues or the LCD bezel is damaged. 
2018-06-12 08:30:03 USR8514 A bezel that has the iDRAC LCD panel feature is detected. 
2018-06-12 08:29:58 USR8515 A bezel that has the iDRAC LCD panel feature is disconnected. 
2018-06-12 08:29:51 RAC1198 Unable to update the LCD panel firmware either because of connection issues or the LCD bezel is damaged. 
2018-06-12 08:29:40 USR8514 A bezel that has the iDRAC LCD panel feature is detected. 
2018-06-12 08:29:35 USR8515 A bezel that has the iDRAC LCD panel feature is disconnected. 
2018-06-12 08:29:27 RAC1198 Unable to update the LCD panel firmware either because of connection issues or the LCD bezel is damaged.

An urgent update for the iDRAC was just released today. I suggest installing that one to see if it fixes the problem.

unfortunately iDRAC update did not help. I've also updated Bios from 1.3.7 to 1.4.5 and after this we got additional critical error:  The Inlet Temp Sensor is not responding or is not working properly. The status of Sensor health is critical.

restart is already done.

so now we have two problems to solve

1. Bezel is not working

2. inlet temperature sensor is not working

this problem is occuring on 4 hosts: R640 14G

you also have to correct your repository, cause on updated idrac with version 3.21.21.21, it offers to update on old version 3.18.18.18. idrac update I've performed manually.

I'll look into this, please perform the following steps.

• Send me a private message with all affected service tags
• Include the company name the account is under for verification
• Go into the iDRAC and get a SupportAssist Collection on each affected system. Choose the option to upload to Dell.

Please provide as much information as you can to help us reproduce the issue:

What version of iDRAC/LCC did you upgrade from?

What method did you use to perform the update?

• Did you run it from an OS, if so what OS
• Did you run it from a utility like the LifeCycle controller, OpenManage Enterprise, etc
• What package, file, or repository did you use

Does anything on the control panel/bezel work?

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@MONADIRE wrote:

so now we have two problems to solve

 

1. Bezel is not working

2. inlet temperature sensor is not working

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Those are the same problem. It appears the system has lost communication with the control panel. The ambient temperature sensor is on the control panel. The Bezel also attaches to the control panel.

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@MONADIRE wrote:

you also have to correct your repository, cause on updated idrac with version 3.21.21.21, it offers to update on old version 3.18.18.18. idrac update I've performed manually.

---

The catalog file for the repository is created on a schedule. I think the schedule is currently bi-weekly. It should be part of the repository when it is updated.

Thanks

Thank you for the information, once you provide the remaining information I will look into it further.

I've configured supportassist, collected all logs and sent it to dell.

update to 3.21.21.21 was made from 3.18.18.18

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@MONADIRE wrote:

I've configured supportassist, collected all logs and sent it to dell.

update to 3.21.21.21 was made from 3.18.18.18

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Please re-read my previous post where I requested information. Please provide all of the information I requested.

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@MONADIRE wrote:

Re: R640 Bezel problem after iDrac firmware update 3.18.18.

I'll look into this, please perform the following steps.

• Send me a private message with all affected service tags - Done
• Include the company name the account is under for verification - Done 
• Go into the iDRAC and get a SupportAssist Collection on each affected system. Choose the option to upload to Dell -Done

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You said this issue occurred on four systems. I have only received one service tag. Please provide the additional three service tags and run SupportAssist Collections on each one.

Thanks

You said this issue occurred on four systems. I have only received one service tag. Please provide the additional three service tags and run SupportAssist Collections on each one. - Done  :)))

Thank you for the information.

This issue has been addressed with firmware updates. Some systems are still experiencing this problem even after the firmware update. For systems that are still affected the resolution is part replacement. According to the issue description available to me it is very important that parts be replaced in a specific order. A new right ear is available because of this issue. You will need to replace the right ear before replacing the bezel. If you install the bezel on an affected control panel/right ear the bezel will need to be replaced again.

The new ear is WTDVM. Order that and the bezel for your system. The bezel I show on your order is 7M3F1.

If you have any issues or questions with part replacement let me know.

Thanks