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Cisco Unified IP Phone 7900 Series

Field Notice: FN - 63649 - CP-7942G, CP-7962G - LCD Screen Might Black Out, Upgrade Program Available

Field Notice: FN - 63649 - CP-7942G, CP-7962G - LCD Screen Might Black Out, Upgrade Program Available

May 24, 2013


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
24-MAY-2013
Initial Public Release

Products Affected

Products Affected Top Assembly Comments
Part # Rev.
CP-7942G, CP-7942G=
68-4553-03 
A0 
Includes any/all CP-7942G SKU variations. Only specific serial numbers are affected. Other 68- part numbers are not affected. 
CP-7962G, CP-7962G=
68-4554-03
A0 
Includes any/all CP-7962G SKU variations. Only specific serial numbers are affected. Other 68- part numbers are not affected.

Problem Description

A low voltage regulator located inside the phone which powers the LCD screen might fail, which causes the LCD screen to black out. This can occur after an unknown period of time, from hours to months, and depends on the working environment of the phone.

This issue exists in a known set of serial numbers of a specific version of the phones as indicated in the Products Affected section. This means two conditions must exist in order for a phone to be exposed to this issue:

  1. The 68- partnumber matches what is documented in the Products Affected table in the column under 'Top Assembly' and 'Part #'.
  2. The serial number of a phone must be recognized by the Serial Number Validation Tool. Refer to the How to Identify Hardware Levels section for more information.

If one or both are not true for a particular phone, then it is NOT at risk for this issue and no action is necessary.

Background

Cisco uses multiple suppliers to source the low voltage regulator that powers the LCD screen of the phone. One supplier provided Cisco with a batch of regulators whose internal components were susceptible to early failure, and these regulators were installed in a small batch of phones built in December 2012 and January 2013.

Cisco has since stopped using that supplier's voltage regulator in the phones.

Problem Symptoms

The phone LCD blacks out. This occurs after an unknown period of time, from hours to months, and depends on the working environment of the phone.

Workaround/Solution

Use the HW Upgrade Form provided below to replace affected phones. The affected phones have the same 68- part number as shown in the Products Affected section and have a serial number that is found in the Serial Number Validation Tool.

Note: Service level agreements do not apply when using the included HW Upgrade Program.

How To Identify Hardware Levels

Use this link to verify the serial number of a suspected phone:

Serial Number Validation Tool

The 68- level part number and serial number labels are located on the back of the phone per the picture as seen in the Cisco Product Identification Tool (Registered Users only).

Upgrade Program

CP-7942G=,CP-7962G=
You will receive an email within a couple of days with an Order Number. If you need status of your Order, follow these directions:

If you were given a Sales Order Number for the shipment of your replacement parts, please refer to the SO Status Tool (Please note: you must have a CCO User ID and Password to access this site): http://tools.cisco.com/qtc/status/tool/action/LoadOrderQueryScreen

If you were given an RMA Number for the shipment of your replacement parts, please refer to the "Service Order QuickSearch" Tool at the following location (Please note: you must have a CCO User ID and Password to access this site): http://tools.cisco.com/support/serviceordertool/home.svo

If you have not received an email with an Order Number after 3 business days, please send an email with your Request Number, Customer Name and PID in the subject line to:
umpire-escalations@cisco.com

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
CP-7942G=
CP-7962G=
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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