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Field Notice: FN - 63448 - CTS Touch Units Might Become Unresponsive After Upgrading the Endpoint - RMA Recommended

Field Notice: FN - 63448 - CTS Touch Units Might Become Unresponsive After Upgrading the Endpoint - RMA Recommended

Revised June 6, 2014
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
1.1
06-JUNE-2014
Updated Workaround/Solution Section
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 TP Touch unit might be stuck in upgrade state with the failed to extract/upgrade/pkg message shown on the display.

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 might not upgrade to the new version and the TP Touch unit becomes unusable.

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

Problem Symptoms

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

Workaround/Solution

Cisco recommends a fix-on-fail strategy for this problem. 

As of approximately September 2011, new products that were manufactured under Engineering Change Order (ECO) E106320 no longer have this problem. Refer to the How to Identify Hardware Levels section of this document for instructions about how to view the version of the in-service product.

Although an upgrade program was previously provided in order to replace a potentially affected but otherwise operational product, the upgrade program is now over and Cisco only replaces products that actually fail. The standard RMA process should be used in order to replace a failed product. 

TAN or Version Check Action
800-35343-02 to -04
Please use the standard RMA process if the product fails.
74-9543-01
Please use the standard RMA process if the product fails.
800-35447-02
Please use the standard RMA process if the product fails.

Note: Products that fall within the affected part number/TAN or Version range listed are not affected by this problem if they have ECO E106320 applied.

How To Identify Hardware Levels

The Cisco TelePresence (or TP Touch) unit serial number can be obtained with a physical check of the labels. (Refer to the screen capture.)

Note: The TP Touch screen menu and system information provide the serial number for system, not the TP Touch unit.

This screen capture illustrates how to check the label that is located on the back of TP Touch unit:

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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