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.
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|Affected Product ID
Includes any/all CP-7942G SKU variations. Only specific serial numbers are affected. Other 68- part numbers are not affected.
Includes any/all CP-7962G SKU variations. Only specific serial numbers are affected. Other 68- part numbers are not affected.
||There were no defects filed with this field notice at the time of publication.|
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:
- The 68- partnumber matches what is documented in the Products Affected table in the column under 'Top Assembly' and 'Part #'.
- The serial number of a phone must be recognized by the Serial Number Validation Tool. Refer to the How to Identify Affected Products 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.
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.
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.
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 Affected Products
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).
CP-7942G=, CP-7962G LCD Blackout, HW Upgrade Program
A Form must be filled out for each separate Ship to Address.
The Upgrade Order Reference Number should be unique for each time the Form is filled out.
Please enter a valid Serial Number in the Form.
You will receive an acknowledgement email immediately after submitting the Form with Request #. Depending on material availability, both you AND the Customer email address will receive a confirmation email with Order# in 7 to 10 days. UMPIRE orders are proactive replacements and do NOT adhere to normal SLAs or Service Contracts.
NOTE: If your Ship to Address is in the following countries, please expect delays of up to 3 months depending on importation regulations: Argentina, Brazil,, Columbia, Mexico, Venezuela, India, All countries in Asia (ei: Singapore, Malaysia, Hong Kong, China, Vietnam, Korea, Thailand, Philippines), and all non-EU countries (ie: UAE, Russia, Turkey). You will receive your Order# at that time. Thank you for your patience as this process is beneficial for the customer; it will save them the cost of vat/duty in these countries (which is very high).
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):https://cisco-apps.cisco.com/cisco/psn/commerce
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# after 10 days, please send an email with your Request#(s) and Customer in the Subject line to:mailto:firstname.lastname@example.org
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): https://cisco-apps.cisco.com/cisco/psn/commerce
Note: Fields marked with an asterisk (*) are required fields.
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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