Error: "Battery has failed and cannot support data retention"

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Issue/Introduction

The controller or battery may need to be replaced if the battery re-learn process does not revive the battery.  The battery or the RAID controller will need to be replaced.  

An example battery failure message would look like:

Message: Adapter 2; seqNum: 0x01722f4d; Time: Wed Jun 15 01:32:25 2022; Event Description: Battery has failed and cannot support data retention. Please replace the battery

Environment

Symantec S500 hardware

Cause

The battery has died and cannot be revived.

Resolution

The battery replacement procedure for the external RAID controllers vs. the internal RAID controller is different.  The battery for the external RAID controller is on the PCI card and the battery for the internal RAID controller is bolted to the side of the chassis.

Opening the chassis and preparing for battery replacement

1. Power down the system from the GUI in Settings -> System -> Power off.
2. Verify that the cables plugged into the back of the S500 system chassis are labeled.
3. Unplug all cables from the back of the chassis
4. Slide the S500 fully forward from the front, exposing the lid on top.
5. Lift the two blue tabs on each side of the computer chassis top to unlock a small hinged lid.
6. Open the lid that covers the fans, folding it forward. 
7. There is a blue tab on the right side that needs to be pulled up to release the large cover. 
8. Push the large cover back, lift it, and set it aside.

Replacing the adapter 1 or adapter 2 RAID controller with a new controller

1. Towards the back center is a cage containing the RAID controller.  Squeeze or lift the two tabs and lift the card container out.
2. Find the RAID controller with the two SAS ports facing the rear.
3. There are two adapters in the riser cage.  Adapter 1 is the lower PCI card and adapter 2 is the upper card (when there are two).  Replace the adapter/controller as directed by support.
4. Reverse the process, guiding the PCI riser container over the guiding pins. 

Replacing the battery for Adapter 0, the controller for the internal drives

1. Find the battery attached to the right side of the chassis, towards the rear
   
   
   
   
2. Remove the single screw and pull up on the battery cage.  It will come straight up once the screw is loose.
   
   
   
   
3. Unclip the black battery connector found near the motherboard
   
   
   
   
4. The battery is in a cage and can be removed if the cage is not included in the shipment. 
5. Install the new battery in reverse of the removal procedure with the new battery by connecting the new battery and cable to the connector on the right side, near the motherboard
6. Slide the battery down into the chassis, over the posts.  Secure the screw tightly.

Closing up the chassis

1. Replace the large chassis cover and fold the fan covers.
2. Slide the chassis into the rack and reconnect the cables in the rear.
3. Power on the system.

Below is a diagram of the layout of the RAID controllers, ethernet ports, and power supplies.