Field Notice: FN - 70064 - Cisco Quad Camera Wall Mount Issue - Replace on Failure

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Updated:February 27, 2020

Document ID:FN70064

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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	Publish Date	Comments
1.0	26-Mar-18	Initial Release
1.1	05-Jan-20	Removed the Upgrade Program section
1.2	27-Feb-20	Updated the Problem Description, Background, Problem Symptom, Workaround/Solution, and How to Identify Affected Products Sections

Products Affected

Affected Product ID	Comments
CS-QUADCAM+	Customer to keep the CS-QUADCAM+ or CS-QUADCAM= and instead replace the affected sliders, by ordering the special created BRKT-QCAM-SK= service kit, which includes two new sliders for the hinges, a Torx driver and replacement instructions.
CS-QUADCAM=	Customer to keep the CS-QUADCAM+ or CS-QUADCAM= and instead replace the affected sliders, by ordering the special created BRKT-QCAM-SK= service kit, which includes two new sliders for the hinges, a Torx driver and replacement instructions.

Defect Information

Defect ID	Headline
CSCvf77356	Quad Camera may have faulty locks on Hinges

Problem Description

The Cisco Quad Camera might have an issue that could potentially prevent the hinges from properly locking into place when you attach the camera to the wall bracket.

Given that this type of issue has even the limited potential to affect user safety, Cisco recommends that you replace all affected hinges.

Background

Cisco has identified a potential issue with improper alignment between the slider component and the hinges that secure the Cisco Quad Camera to its wall bracket.

Potentially affected units are limited to those produced between March 27, 2017 and July 29, 2017, or serial number range between FOC2114xxxx and FOC2129xxxx, where the xxxx characters represent a unique sequential serial number.

Problem Symptom

When you attach the Cisco Quad Camera to the wall bracket, the hinges might not lock securely into position.

Workaround/Solution

In order to prevent a possible safety risk or damages related to this issue, Cisco recommends proactive replacement of the slider hardware on affected Cisco Quad Camera hinges.

If the Cisco Quad Camera hinges do not lock properly into position and the unit is within the serial number range between FOC2114xxxx and FOC2129xxxx (where the xxxx characters represent a unique sequential serial number), use the normal Return Material Authorization (RMA) process to order the Quadcam Wall Mount service kit, BRKT-QCAM-SK=, for the affected hardware.

Customers without a valid service contract can purchase the Quadcam Wall Mount service kit, BRKT-QCAM-SK=, through the normal Cisco purchasing process.

Complete these steps in order to replace the sliders on affected hinges. Parts for both hinges, as well as replacement instructions, are included in the Quadcam Wall Mount service kit, BRKT-QCAM-SK=.

1. Locate the two hinges on the bottom of the Cisco Quad Camera unit.

hinge location

2. Unscrew these two screws with the provided Torx driver.

screw removal

3. Lift the hinge and remove the existing slider.

lifting the hinge

4. The unit is ready for installation of the new slider.

ready for new slider

5. Place the new slider in the compartment.

insert new slider

6. Lower the hinge and carefully align it with the slider screw holes.

align slider screw holes

7. Secure the slider with the provided screws.

tighten screws

8. The assembled slider is shown here.

slider installed

9. Repeat steps 2 to 8 for the other slider.

How To Identify Affected Products

Compare the serial number of your Cisco Quad Camera unit to the affected serial number range (between FOC2114xxxx and FOC2129xxxx, where the xxxx characters represent a unique sequential serial number).

You can find the serial number of the Cisco Quad Camera unit on the Sales Order information; on the Shipment Summary Report; or on the back side of the Cisco Quad Camera unit, as indicated by the red rectangle in this illustration:

location of serial number

If the serial number of your Cisco Quad Camera unit is within the affected range, follow the instructions in the Workaround/Solution section to replace the slider hardware.

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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