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Cisco Unified IP Phone 7900 Series

Field Notice: FN - 62805 - Cisco Unified IP Conference Station 7936 Fails to Upgrade - Upgrade Hangs at 50 Percent Done


Revised November 21, 2007
May 25, 2007


NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision Date Comment
1.1 21-NOV-2007 Removed Upgrade Form and references to the form.
1.0 25-MAY-2007 Initial Public Release

Products Affected

Products Affected Comments
7936 - CP-7936 Loads Experiencing Problem are: cmterm_7936.3-3-1-0 (aka 3-3-1) cmterm_7936.3-3-2-0 (aka 3-3-2)

Problem Description

Cisco Unified IP Conference Station 7936 (CP-7936) fails to upgrade - the upgrade hangs at 50 percent done - under specific conditions to a different IP Phone firmware (FW) load. Specific conditions include a Cisco CallManager (CCM) upgrade that includes a different firmware load than what is on the CP-7936.

Background

A certain sequence of events may cause the Cisco Unified IP Conference Station 7936 to fail to upgrade. This issue was first seen when a CP-7936 was connected to a network with Cisco Unified Communications Manager (CUCM) 5.0. Further research has revealed that this anomaly is not specific to CUCM 5.0, but may happen with Cisco Unified CallManager 4.x releases as well.

This anomaly is independent of the Cisco Unified Communications Manager (CUCM) version used because this issue is completely attributed to the Cisco Unified IP Conference Station 7936 firmware. Due to the conditions under which this issue is observed, typically this issue comes to light when CUCM upgrade is performed where the new CUCM has different default phone load, causing a firmware upgrade as part of the CUCM upgrade. However, the problem can also occur without CUCM upgrade where the phone is unregistered first (by shutting the CUCM service on the CUCM to which the phone is registered to) and, as part of reregistration process, the firmware is upgraded.

Problem Symptoms

The Cisco Unified IP Conference Station 7936 fails to upgrade to a different firmware load when registering to Cisco Unified CallManager or Cisco Unified Communications Manager. The 7936 gets stuck in an unusable state. The 7936 will not respond to user inputs via admin setup interface or telnet. In some instances, the CP-7936 may fail to register with the correct CCM server in a cluster.

Workaround/Solution

Avoiding the Problem:

This procedure will vary depending on whether the Cisco Unified IP Conference Station 7936 is new from the factory or has been deployed and operational.

Perform the upgrade of a 7936 safely if the phones are using 3.3(1) or 3.3(2) load. The software must be upgraded to 3.3 (12) prior to an upgrade of the Cisco CallManager (CCM) or prior to the phones being moved to a different CCM.

If the CP-7936 is new from factory:
For a new-from-factory CP-7936, follow steps 1-4 below.

1.) Use the CCM Administration interface to pre-provision this phone in the database and set the default load for this phone to CMTERM_7936.3-3-2 as follows:

a. Go to Device->Phone and select "Add a New Phone"

b. Select 7936

c. Configure the phone in CCM database (pre-provision) and set "Phone Load Name" to /CMTERM_7936.3-3-2/

2.) Do not power down the CCM or shutdown the CCM service or Upgrade the CCM until after step 5.) is completed.

3.) Plug in this phone and let it register with CCM.

4.) Once the phone is registered, go to Device->Phone, select the new phone and erase the "Phone Load Name" setting so that the phone will use the CCM default firmware setting.

5.) Continue with the step #1 below in the "already deployed" section.

If the CP-7936 is already deployed and operational:
For an already deployed CP-7936, follow steps 1-6 below.

1.) Download 7936 firmware version cmterm_7936.3-3-12-0 or newer from Cisco website. We recommend cmterm_7936.3-3-12-0

2.) Install the new firmware on the CCM.

3.) Do not power down the CCM or shutdown the CCM service or Upgrade the CCM until after step 5.) is completed.

4.) Verify that the default load for 7936 is changed to the newer installed load. If not changed, change the default load to newer load (cmterm_7936.3-3-12-0 in this case).
-Instructions for 3.X and 4.X CallManagers:
--Log into the CallManager as an administrator
--Browse: System ->Device Defaults
--Change "Load Information" of "Cisco 7936" to CMTERM_7936.3-3-12-0

-Instructions for 5.X or later CallManager:
--Log into the CallManager as an administrator.
--Browse: Device -> Device Settings ->Device Defaults
--Change "Load Information" of "Cisco 7936" to CMTERM_7936.3-3-12-0

5.) Issue a Reset command from CCM to all 7936s. They will upgrade successfully and come up.
-Instructions for Issuing Reset command from CCM
--Log into the CallManager as an administrator
--Browse: System -> Device Pools
--Find the device pool where all the 7936 is registered
--Reset the Device Pools

6.) Upgrade CCM to new version

Solution:
Cisco has released a new default factory-loaded firmware for all CP-7936 shipped since February, 2007. However, the anomaly discussed in this Field Notice was resolved in firmware release 3-3-5 and later versions.

Recovery:
Power cycling the phones may recover them and result in a successful upgrade. If resetting the CP-7936 fails to recover it, the CP-7936 must be returned via the Return Material Authorization (RMA) process.

Note the Field Repair Strategy section for details.

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered customer and you must be logged in.

DDTS Description
CSCsg95361 (registered customers only) 7936 phones intermittently fails to upgrade to new load

Field Repair Strategy

Replace the affected hardware if power cycling does not recover the CP-7936.

As of approximately March 5, 2007, new products that were manufactured under Engineering Change Order (ECO) E088182 are guaranteed to be free of this problem.

Product shipped from Service Logistics may still exhibit this problem. To ensure an RMA replacement is not affected by this problem, request an RMA coded as shown below:

Service Level: Mfg New - 3rd Bus Day NON BILLABLE
Failure Class: Administrative Request
Failure Code: Field Notice Alert

Note: Replacements fulfilled through this process typically take three business days or more to arrive on-site, therefore service level agreements do not apply to RMAs coded as shown above.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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