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|Affected Product ID
||There were no defects filed with this field notice at the time of publication.|
Due to a weakness in the assembly of the flex cable used for the iris motor, there is a risk that a very limited number of the Cisco TelePresence Precision 60 Cameras mounted in the Cisco TelePresence SpeakerTrack 60 solution might lose the camera image during its lifetime.
In an inspection it was found that the flex cable used for the iris motor was incorrectly mounted. Tests of the affected cameras show that this flex cable will greatly reduce the lifetime.
This recall only applies to the Cisco TelePresence Precision 60 Cameras mounted in the Cisco TelePresence SpeakerTrack 60 solution.
Dependent upon the software version that runs on the camera, a failed camera will either show a test image or an image with a failure message about the iris motor failure.
Cisco recommends proactive replacement for this issue as no workaround is available.
Customers whose camera shows "Affected" in the "How to Identify Affected Products" section should fill out the Upgrade request form in order to request a replacement.
How To Identify Affected Products
There are several ways to locate the camera serial number:
- Open a web browser and enter the IP address of the video system in the address bar. When logged in, choose Configurations > Peripherals and locate the camera serial numbers under the Camera section.
- Access the codec's Application Programming Interface (API) with a connection method such as Secure Shell (SSH). When you are logged in, enter the xstatus cameras command and press Return/Enter. In the information returned, look for the '*s Cameras Camera 1 SerialNumber' and the '*s Cameras Camera 2 SerialNumber'.
- By a physical inspection of the camera. This requires you to disassemble part of the Cisco TelePresence SpeakerTrack 60 solution, as the serial number is located on the bottom/underneath of the camera. It might be helpful to follow the Cisco TelePresence SpeakerTrack 60 Installation Guide, in reverse order, all the way back to the demounting of the interface plate.
When the camera serial number has been located, enter the serial number into the Cisco Serial Number Validation Tool and this tool indicates whether or not the camera is affected.
UMPIRE Workbook for CVEBU CTS-CAM-P60
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:email@example.com
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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