This notice is to warn you that several users recently reported an incompatibility between the Sangoma Diva PCIe product line and the HP DL360 Gen10 Plus and DL380 Gen10 Plus servers’ models. The interoperability issue is caused by the HP Gen10 Plus BIOS/UEFI code and can be fixed with a Firmware update from HP as described below.

Diva products affected:

  • Diva PRI/E1/T1-CT & Diva UM PRI/T1-24

Issue description: Whenever someone installs one of the Diva telephony boards listed above in any  HP Gen10 Plus server series and boots the system, the board becomes unusable and unrecognized by the actual server and also in any other servers where it used to work before the fact.

Cause of the problem: The HP UEFI/BIOS code alters the information data contained in the Diva board EEPROM device which defines the board’s PCI device ID, Vendor ID, and Subsystem vendor ID which is unique to every board’s model. This information is used by the PCI bus interface and the Diva device driver. Due to this EEPROM corruption caused by UEFI/ BIOS, subsequently, the board was not being recognized as a Diva board by UEFI/BIOS as well as by Diva drivers resulting in its failure to load and boot. Although it is not reported yet, it is most likely that any HP Gen11 system will also behave the same.

Resolution: Since the board becomes unusable after the fact, it must then be shipped back to Sangoma to be re-programmed. Please raise a support ticket to get an RMA number assigned to you by our Technical support team. Only boards with valid support contracts attached will be serviced.

 

HP acknowledged their problem and has released an update that fixes the UEFI/BIOS code for the HP servers listed above. To download the patch, anyone can contact HP technical support here. On that web page, just scroll down and click the “Create and Manage Cases” button then log the issue and ask for the Gen10 Plus BIOS update single-point version 1.93. To fast-track the process, please send the case number to Sangoma technical support.

According to the HP support team, the servers’ manufacturer is planning to include this fix in the next December 2023 Gen10 Plus BIOS SW release.

 

If you have any questions, please feel free to call us at 888.691.8647 or e-mail us at [email protected]