Revised November 21, 2012

July 2, 2012

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	21-NOV-2012	Updated Problem Description, Background, Problem Symptoms, and Workaround/Solution sections.
1.0	02-JUL-2012	Initial Public Release

Products Affected

Products Affected
CAM - CTS-PHD1080P4XS1

Problem Description

The Cisco TelePresence PrecisionHD 4X Camera will not boot due to a corrupted software image on the camera.

Background

The camera may fail to boot properly because the software checksum validation fails in the camera flash memory due to the Error Correcting Code (ECC) not operating properly. The failure can be seen on any CTS-PHD-1080P4XS1 camera, but becomes more prevalent in cameras manufactured from late 2011 and later (S/Ns A1AT40Dxxxxx) due to an updated NAND Flash memory version. Once in this failed boot state, rebooting the camera does not resolve the issue.

Problem Symptoms

A camera that is in this failed boot state will show all of the following symptoms:

- LED located on the top of the camera is on solid orange even though camera is not in a call
- Camera does not respond to controls nor does it send video
- Codec command "xstatus camera" shows Connected status as False

Here is an example of a camera in this failed boot state where the In Use LED is on solid orange though the camera is not in a call:

Workaround/Solution

Proactively Preventing the Issue: Upgrade Codec Software

Cisco is recommending that customers upgrade all codecs with CTS-PHD-10804XS1 connected be upgraded to a release of software that contains the camera fix.

Upgrading the codec software to a release that contains the fix will cause the camera firmware to upgrade automatically and will prevent the camera from failing. The camera firmware will not be downgraded if the codec is downgraded. This means that it is possible to prevent this issue from happening by upgrading to a new software version, wait for the camera to finish upgrading firmware (approximately 8 minutes) and then downgrade to a lower version if required.

The issue has been fixed in camera firmware version 20011 and later. The camera firmware version installed in the camera can be seen in the camera ID as shown in "xstatus camera". The camera firmware with the fix for CSCua44699 is bundled with TC5.1.3 codec software (and later) released to CCO 6/29/12 and TC4.2.4 released to CCO 09/10/12.

Upgrading the cameras that are not exhibiting this issue is MANDATORY to prevent future failure.

Once the camera has been successfully upgraded, the camera firmware version can be verified with an admin shell command "xstatus camera". Here is an example output while running TC5.1.5 that has camera firmware version 20012 installed:

Similar camera software version output can be seen through the web UI by using this URL: http://IP_Address_of_the_codec/getxml?location=/Status/camera/SoftwareID

Fixing the Issue Once in the Failed Boot State:

If the camera is in the failed boot state (where the orange LED is on solid), the camera firmware must be reinstalled. A codec software upgrade alone will not recover a camera in the failed boot state.

Starting with TC5.1.5, a recovery method for cameras in this failed boot state is can be run from the codec. This recovery method can be run remotely with the camera connected as normal to the codec. This new recovery method is initiated from the codec with the admin shell command "systemtools camerarescue".

The "systemtools camerarescue" recovery method will take about 10 minutes to complete. When complete, the codec and the camera should be up and operational.

Before the release of TC5.1.5 on cisco.com, access to this software can be arranged by contacting the TAC. Any issues with running this recovery procedure should also be worked through the TAC. See the TAC contact information below.

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
CSCua44699 (registered customers only)	Camera fails to boot due to checksum validation failure

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:

• Open a service request on Cisco.com
• By email
• By telephone

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.