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.
Workaround/Solution section updated to conform to new SNV policy
|Affected Product ID
||There were no defects filed with this field notice at the time of publication.|
In an internal quality inspection, Cisco determined that a limited number of TelePresence Digital Natural Audio Module III (DNAM-III) units might include incorrect wire routing. Over time and in rare cases this issue has the potential to result in a short circuit. Given that such an issue has even limited potential to affect user safety, in the best interest of our customers Cisco will replace all the potentially affected DNAM-III units.
There have been no reports of an incident in customer settings related to this issue.
Cisco has identified an assembly issue on a very limited number of the DNAM-III units used in the Cisco TelePresence Profile 42-inch, Cisco TelePresence Profile 52-inch, and Cisco TelePresence Profile 55-inch series.
Potentially affected units are limited to those produced between December 16, 2013 and March 2, 2014.
In the event a Cisco qualified field engineer is required to carry out the replacement, make sure to indicate this in the Notes section in the Upgrade Program request form. Cisco recommends proactive replacement of affected units for this issue as no workaround is available.
Step 1: Enter the System Serial Number into the search box of the Cisco Serial Number Validation Tool and this tool indicates whether or not the system is affected.
If the System Serial Number query result shows the status "Affected", proceed to Step 2. If the query result shows the status "Not Affected" then no further action is required.
Step 2: Enter the DNAM-III unit serial number into the search box of the Cisco Serial Number Validation Tool and this tool indicates whether or not the DNAM-III unit is affected.
If the DNAM-III Unit Serial Number query result shows the status "Affected", use the process described in the Upgrade Program section to order a replacement for the affected hardware. If the query result shows the status "Not Affected" then no further action is required, except reinstallation of the DNAM-III unit and the rear door.
In other circumstances, such as out of warranty or out of contract, Cisco encourages you to raise your concern directly with your Cisco account team.
How To Identify Affected Products
Identify the System Serial Number
The System Serial Number is located at the front side of the Cisco TelePresence Profile system, behind the front door, at the bottom area. In order to access the System Serial Number, follow these steps:
- Open the front door on the Profile system.
- The System Serial Number can be located at the bottom area, behind the codec as illustrated by the blue square in the above picture.
Identify the DNAM-III Unit Serial Number
The DNAM-III unit is located at the rear side of the Cisco TelePresence Profile system, behind the rear door at the bottom.
The serial number can be found on the bottom side of the DNAM-III unit and in order to access the serial number, follow these steps:
- Loosen the screw that is used to stop the door in order to remove the rear door on the Profile system.
- Tilt the door down and out.
- Remove the three screws that hold the DNAM-III unit (from the plate above the DNAM-III unit).
- The DNAM-III unit is now loose and two cables on the rear side and left side must be removed before the DNAM-III unit can be taken completely out of the column.
- The serial number is located on the bottom side of the DNAM-III unit.
When the DNAM-III Unit Serial Number has been located, follow the instructions outlined in the Workaround/Solution section.
Upgrade form for CTS-DNAM-III, Product Family CTSMPS
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:
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.