Guest

Cisco TelePresence System 3000 Series

Field Notice: FN - 63293 - On CTS500, CTS1000, CTS1100, CTS1300, CTS3000, CTS3200, Degraded Performance Issue May Cause Poor Call Quality and/or Dropped Calls on Specific Lots of Cisco TelePresence Codecs - Standard RMA Process Available

Field Notice: FN - 63293 - On CTS500, CTS1000, CTS1100, CTS1300, CTS3000, CTS3200, Degraded Performance Issue May Cause Poor Call Quality and/or Dropped Calls on Specific Lots of Cisco TelePresence Codecs - Standard RMA Process Available

Revised October 6, 2010

February 22, 2010


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
1.3
06-OCT-2010
Removed Upgrade Program
1.2
22-FEB-2010
Updated Problem Description section
1.1
2-FEB-2010
Updated workaround section
1.0
20-JAN-2010
Initial Public Release

Products Affected

Products Affected
CTS-CODEC-G2P-CH 
CTS-CODEC-G2P-CH= 
CTS-CODEC-PRI-G2 
CTS-CODEC-PRI-G2= 
CTS-CODEC-SEC 
CTS-CODEC-SEC-CH 
CTS-CODEC-SEC-CH= 
CTS-CODEC-SEC= 

Problem Description

Due to a component manufacturing defect, some Cisco CTS codecs manufactured between June 1st and September 7th, 2009 might cause poor TelePresence call performance. The affected components do not pose any safety or reliability risks, but might cause a diminished TelePresence experience.

Affected Cisco CTS might not perform to Cisco's specification, resulting in poor TelePresence call quality under adverse network conditions. Depending on the component performance and/or network conditions, TelePresence calls can be dropped without warning. Multi-point, high-bandwidth calls are more likely to experience a noticeable degradation in performance. System performance might be further degraded by out-of-specification components operating in high temperature environments.

Background

Cisco has identified fifteen (15) specific lots of Digital Signal Processor (DSP) components that contain a significant number of units that are out of specification. Affected CTS codecs were built using components from one of these lots.

Since the DSPs are used in the audio and video encoding and decoding processes, performance degradation can be experienced on either or both ends of a TelePresence call.

Problem Symptoms

TelePresence calls using codecs with out-of-specification DSPs will perform as if the network is out-of-specification. Observable symptoms include:

  • Pixilation during point-to-point or multi-point calls without any indication of network issues, such as a CTS network congestion message or network error message.
  • Depending on network conditions, calls can drop unexpectedly.

Workaround/Solution

Follow the steps below to determine if you have an affected unit.

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

To find the Serial Number on the Center Codec (Primary Codec)
Run the command show hardware system.

Example Output:
admin:show hardware system
U-Boot Version : 0.0.35
Hardware Version : 0600
Serial Number : FOC124881QB
Product ID : CTS-CODEC-PRI-G2
OS Version : CTS 1.6.1(3994)
OS Date : 2009-12-17 01:20:48
Compact Flash Model : SILICONSYSTEMS INC 256MB-3202

To find the Serial Number on the Left Codec
Run the command utils system left.
Run the command show hardware system.

Example Output:
left:show hardware system
U-Boot Version : 0.0.35
Hardware Version : 0600
Serial Number : FOC1203809E
Product ID : CTS-CODEC-SEC=
OS Version : CTS 1.6.0(3942)
OS Date : 2009-10-20 23:02:38
Compact Flash Model : SILICONSYSTEMS INC 256MB-3202

To find the Serial Number on the Right Codec


Run the command utils system right.
Run the command show hardware system.

Example Output:
right:show hardware system
U-Boot Version : 0.0.35
Hardware Version : 0600
Serial Number : FOC1203809E
Product ID : CTS-CODEC-SEC=
OS Version : CTS 1.6.0(3942)
OS Date : 2009-10-20 23:02:38
Compact Flash Model : SILICONSYSTEMS INC 256MB-3202

To find the Serial Number on the Presentation Codec
Run the command utils system presentation.
Run the command show hardware system.

Example Output:
presentation:show hardware system
U-Boot Version : 0.0.35
Hardware Version : 0600
Serial Number : FOC1203809E
Product ID : CTS-CODEC-SEC=
OS Version : CTS 1.6.0(3942)
OS Date : 2009-10-20 23:02:38
Compact Flash Model : SILICONSYSTEMS INC 256MB-3202

To determine if you have received one or more affected codecs, please check your codec serial number online:
Serial Number

To determine if a codec has already been reworked, check for a deviation label on the TelePresence CTS-CODEC-xxxx(=) codec.

The physical location of the serial number and deviation sticker can be found on the back of the device as shown in these images:

If you have determined that your unit is affected, please contact the Cisco Technical Assistance Center (TAC) to process a Returned Material Authorization (RMA).

How To Identify Hardware Levels

See the Workaround/Solution section to locate your serial number and deviation label. You can determine if your serial number is affected by checking here:

Serial Number

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:

Receive Email Notification For New Field Notices

Cisco Notification Service—Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.