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Cisco TelePresence System 3000 Series

Field Notice: FN - 63265 - CTS1000, CTS3000 & CTS3200 - Systemic Reliability Issue, Blank Screens or Flickering May Be Reported on Specific Lots of Cisco TelePresence Plasma Displays - Standard RMA Process Available

Field Notice: FN - 63265 - CTS1000, CTS3000 & CTS3200 - Systemic Reliability Issue, Blank Screens or Flickering May Be Reported on Specific Lots of Cisco TelePresence Plasma Displays - Standard RMA Process Available

Revised August 17, 2010

October 26, 2009


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
17-Aug-2010
Removed references to UMPIRE program.
1.0
26-Oct-2009
Initial Public Release.

Products Affected

Products Affected Part # Rev
CTS-DISP-65-GEN2  
74-4881-03
-C0
CTS-DISP-65-GEN2=
74-4881-03
-C0

Problem Description

A small percentage of 65" TelePresence displays (CTS-DISP-65-GEN2[=]) with specific serial numbers shipped between December 15th, 2008 and August 2nd, 2009 can show reliability issues and symptoms such as a permanent blank or flickering display image. You can check your serial number online.

Background

The Telepresence 65" display uses an internal cable to transport video signals from its controller board to the glass. Recent shipments from a sub-supplier show manufacturing defects that can cause display problems seen in the field. The issues are only seen on a small percentage of displays shipped between December 15th, 2008 and August 2nd, 2009.

Affected units are in this serial number range.

Complete these steps in order to locate the serial number (SN) of your system:

  1. Log into the Admin CLI of the CTS system via SSH.
  2. Run this command in order to get the SN and Model of the plasma display:

    admin: show hardware video

Note: Displays in the specified serial number and datecode ranges that have a deviation sticker affixed are NOT affected.

Problem Symptoms

A small percentage of shipments between December 15th, 2008 and August 2nd, 2009 of 65" TelePresence displays (CTS-DISP-65-GEN2[=]) can show these reliability issues in the field:

  • Flickering: Unit flickers rapidly for a short duration and usually corrects itself. During this time the image can scroll rapidly and have a blue-ish snow-effect.
  • Blank-Screen: A functional plasma can cease to show an image (either during a call, or at startup), while the LED indicates GREEN/'OK'. The unit never resumes normal operation. It does not help to factory-reset and/or reprogram the unit, but the Codec within the TelePresence system is still able to communicate with the display.

Workaround/Solution

Use the standard RMA process to replace a defective display.

Replacement of a defective display typically takes two or more days depending on the location of the TelePresence system and the availability of repair parts and personnel. This option does not expire.

How To Identify Hardware Levels

Use this link in order to verify the affected serial number:

Serial Number Validation Tool

In order to verify the serial number and PID through the CLI:

You can run the admin CLI command show hardware video in order to check the display serial number and PID. This is sample output:

In order to verify whether a unit was already reworked:

Check for a Deviation Label on the TelePresence CTS-DISP-65-GEN2(=) Display:

Display Deviation Label:

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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