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Cisco TelePresence Profile Series

Field Notice: FN - 63448 - CTS - Some Touch Units may remain stuck in upgrade state or unresponsive after software upgrade - Upgrade program available

Field Notice: FN - 63448 - CTS - Some Touch Units may remain stuck in upgrade state or unresponsive after software upgrade - Upgrade program available

October 31, 2011


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
1.0
31-OCT-2011
Initial Public Release

Products Affected

Products Affected Part # Comments
CTS-CTRL-DVC8
800-35343-02 to -04
Fixed in 800-35343-05
CTS-CTRL-DVP8
74-9543-01
Fixed in 74-9543-02
CTS-CTRL-DV8
800-35447-02
Fixed in 800-35447-03

Problem Description

Some Cisco TelePresence Touch (or TP Touch) units have been shipped with an incorrect board ID. After a software upgrade, the unit may be stuck in upgrade state with the "failed to extract/upgrade/pkg" message shown on the panel.

Background

Cisco has identified a batch of Cisco Telepresence Touch (or TP Touch) units shipped from manufacturing with an incorrect board ID that makes the software upgrade fail. The TP Touch units are shipped to customers directly or via partners. The TP Touch unit works as normal when running the software corresponding to the Codec software (such as TC 4.1.0 and TT2.1.0). After the codec is upgraded, the TP touch unit may not upgrade to the new version and the TP Touch unit becomes unusable.

The suspect units were shipped from December, 2010 to July, 2011 to various customers and partners.

Problem Symptoms

A number of Cisco TP Touch units may fail after upgrading the endpoint with new software. After the TP Touch unit fails to upgrade, the "failed to extract/upgrade/pkg" message on the TP Touch displays.

Workaround/Solution

Cisco has determined that the incorrect board ID cannot be corrected in field and requires replacing the TP Touch Unit. See the "How to Identify Hardware" section to identify if the customer has an affected unit, then take action based on the table below.

TAN or Version Check Action
800-35343-02 to -04
If Affected, request replacement by filling FN Upgrade form.
74-9543-01
If Affected, request replacement by filling FN Upgrade form.
800-35447-02
If Affected, request replacement by filling FN Upgrade form.
800-35343-05
Not Required
Unit is good. No replacement required.
74-9543-02
Not Required
Unit is good. No replacement required.
800-35447-03
Not Required
Unit is good. No replacement required.

Cisco recommends replacing all suspect TP Touch units.

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
CSCtr75206 (registered customers only)  

Engineering Change Order (ECO)

Engineering Change Order (ECO) Description
E106320
 

How To Identify Hardware Levels

The Cisco TP Touch Unit's serial number can be obtained by physically checking the Labels. See screen capture below.

Note: The TP Touch Screen Menu or System Information provides the serial number for System and not TP Touch Unit.

Checking the Label at back of TP Touch unit.

Upgrade Program

CTS-CTRL-DVC8=, CTS-CTRL-DVP8=, CTS-CTRL-DV8=
If you want to check status on a previously booked upgrade, please refer to the Status Tool (Please note: you must have a sales order number in addition to a CCO User ID and Password to access this site):http://tools.cisco.com/qtc/status/tool/action/LoadOrderQueryScreen

For questions about an upgrade order already submitted, please send an email with your order number in the subject line to:upgrades-support@cisco.com
You will receive a response within 24 hours Monday-Friday not including US Holidays.


Note: Fields marked with an asterisk (*) are required fields.

Requestor Information
*Name
*E-mail Address
TAC SR Number
Customer Shipping Information
*Company
*Address
Address_line2
*City
*State/Province
*ZIP/Postal Code
*Country
Product
Product *Quantity *Serial# 2
CTS-CTRL-DVC8=
CTS-CTRL-DVP8=
CTS-CTRL-DV8=
Customer Contact Information
*First Name
*Last Name
*Phone 1 Ext.
Fax 1 Ext.
*E-Mail
Please use the following format: user@domain.com
*Upgrade Order Reference Number
Please provide a number that you can use when inquiring about order status
Notes
1 For phone and fax, include 011 and the country code outside North America.

2 The serial number input field for each Product ID can hold up to 4,000 characters, including commas and white space. For longer lists of serial numbers, please submit additional requests.

3 For customers in Japan only *** please enter the building and the floor in the address field. Also, enter the contact person's name, the telephone number and the e-mail address in the appropriate fields..

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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