topic Re: Customer needs to low level format disks for Decomm in HPE Nimble Storage Solution Specialists

Customer needs to low level format disks for Decomm

markymark3 — Thu, 10 Apr 2025 03:47:11 GMT

Hi.

We have a customer whos contract has expired, both with us and with Support. They are requesing low level format of the disks, i assume they want the system sanitized, as they are out of support will we be able to get the sanitization key from support, if not what is the way forward to satisfy the customer requests.

Thanks

Mark

Re: Customer needs to low level format disks for Decomm

Mahesh202 — Wed, 09 Apr 2025 12:02:03 GMT

Hi Markymark3

If you are using NimbleOS 5.0.3.X and above, you can manually do this by connecting via serial connection to both controllers and selecting "Nimble Array Appliance Sanitization Boot" in the boot menu.

HOWEVER, HPE Nimble Tech Support will still need to issue you a key to proceed with the sanitization. This is to stop the unlawful wiping of a customer's array.

The process typically takes 24 hours. Once complete, the system is sanitized and data is securely erased.

NOTE: This process does not reset the system back to factory default, and if you want to redeploy the array as new, then the USB re-image process will also need to be followed. This, again, needs HPE Nimble Tech Support's involvement to obtain the NimbleOS factory image.

Hope this helps.!!

Regards
Mahesh

Re: Customer needs to low level format disks for Decomm

markymark3 — Wed, 09 Apr 2025 14:29:25 GMT

Thanks for the reply but that is the published documentation which i have alreay read. My Question is "as they are out of support will we be able to get the sanitization key from support, if not what is the way forward to satisfy the customer requests."

Thanks

Mark

Re: Customer needs to low level format disks for Decomm

Best_Username — Thu, 10 Apr 2025 00:13:00 GMT

Hello,

If the array is out of support, an exception will have to be made by a technical-support manager (TSM). Please call or e-mail the support team to see if they can make an exception for you. The e-mail address is support@nimblestorage.com. The phone number will vary depending on the country. Please see this PDF for the number for each country. Have the serial number for your array ready when calling.

Thanks,

Rich

Re: Customer needs to low level format disks for Decomm

buzzsubash — Thu, 10 Apr 2025 00:28:29 GMT

Hello,

Yes, we can provide you the sanitization key. Please create a support ticket referencing the array serial number.