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Cisco Unified IP Phone 7900 Series

Field Notice: FN - 62949 - CP-7906G and CP-7911G Upgrade Failures with Firmware Version 8.2(2) and Earlier Releases


September 20, 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.


Products Affected

Products Affected

7906 - CP-7906G

7911 - CP-7911G

Problem Description

The Cisco Unified IP Phone 7906 and 7911 may fail to upgrade. This anomaly has been observed in only two customer environments world-wide.

Background

This anomaly is related to timing of the startup processes during boot. In some instances, the phone will recover, or reboot continually, depending on network timing.

To date, this behavior has been observed on the Cisco Unified IP Phone 7911 only. The Cisco Unified IP Phone 7906 has not manifested this anomally in the field or in the factory even though the firmware has the same files as the CP-7911G's firmware.

Problem Symptoms

The Cisco Unified IP Phone fails to upgrade. Multiple reboots may be observed.

Workaround/Solution

Workaround:

Cisco recommends that customers stage their Cisco Unified IP Phones before deploying them to users. This allows Network Administrators to ensure:

- Each phone is upgraded to appropriate firmware releases.

- Properly configure the phone prior to deploying each phone

- The phone is assembled with the appropriate cables, handsets and optional headsets.

While staging the Network Administrator can perform additional activities such as factory resets, apply Dial Numbers and spot check phone functions.

Solution:

Cisco recommends the use of Firmware release 8.2(2)SR1 or later releases. This release and later versions are free of this defect. Registered users may obtain this release from the Cisco Unified IP Phone Firmware downloads (registered customers only) page. Select the proper load for your model of IP Phone.

Recovery of the IP Phone:

  1. Make sure your phones are on a network with a valid DHCP server.

  2. Make sure the DHCP server on this network has a valid Option 150 setting pointing to a valid Cisco TFTP server.

  3. Make sure you have a valid term11.default.loads file from load 8.2(2)SR1 or higher on the TFTP server that is referenced in Option 150.

  4. Make sure you have all other needed image files present on this same TFTP server. * See note below.

  5. Change the timing on the network - the problem is related to timing. Toggle switch port settings between "Auto" and "100Mbps." On a Cisco switch the command to toggle the switch port switch:

    interface range fastethernet 
    set speed 100 
    set duplex full
    

    Wait 10 minutes, or until all the phones have been updated, then issue the following command if desired to return to original configuration:

    interface range fastethernet 
    set speed auto 
    set duplex auto
    

    Ensure that items 1 through 5 have been completed. If performing these five steps does not resolve the issue, continue with the remaining steps.

  6. Pull power on the phone (even if power is PoE).

  7. Hold down the # key on the phone.

  8. Continue holding down the # key and re-apply power.

  9. While still holding the # key wait for the Message Waiting Indicator (MWI) light on the handset to start flashing.

  10. Once the MWI light is flashing, release the # key and enter the following sequence exactly on the keypad:

    3491672850*#

    Once this sequence has been entered on the IP Phone, if all the network criteria above have been met, it should begin its recovery process. This process can take up to 15 minutes to finish. The phone may appear to be doing nothing during this time. However, if the phone does not recover after 20 minutes then it is possible that the recovery is stuck. In this case, re-examine your network and verify that steps 1-4 are in place, then re-issue the factory reset sequence.

* Note: The factory reset sequence is a way for a phone to clear flash and still upload to a valid firmware image. This is facilitated by the termxx.default.loads file, but requires that the image files listed in the termxx.default.loads file are available in TFTP for the phone to download. Open the termxx.default.loads file in any text editor. This loads file is essentially just a packing list showing all the OS and application files the phone needs to function. The files include a cnu, cvm, dsp, app and jar files. Please make sure that these files as listed in the termxx.default.loads file are in TFTP. ("xx" will be either "06" for the CP-7906G model, or "11" for the CP-7911G model.)

Additional Diagnostic Steps:

- Try a hard-coded IP address as a test to see if this resolves the upgrade failures. If it does, and the number of failing IP Phones is relatively few, this procedure may be the most expedient. After the IP Phone upgrades successfully, reconfigure the IP Phone to use DHCP.

- Try putting the phone on a hub or a different switch and see if this helps change the startup timing enough so that the upgrade completes successfully.

DDTS

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

DDTS

Description

CSCsg07708 (registered customers only)

init never performs reimage in certain rare timing instances

Revision History

Revision

Date

Comment

1.0

20-SEP-2007

Initial Public Release

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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