Field Notice: FN - 72299 - Cisco Webex Room Phone and Cisco Webex Share Fail to Register with Control Hub - Workaround Provided

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	12-Apr-22	Initial Release

Products Affected

Affected Product ID	Comments
CP-ROOM-C-K9
CP-ROOM-C-K9=	Part Alternate
SPK-SHARE-K9
SPK-SHARE-K9=

Defect Information

Defect ID	Headline
CSCwa33117	Can't create CA cert directory on Webex-share when upgrade the certificate
CSCwa24255	Update CA bundles Trusted Root Release

Problem Description

Cisco Webex Room Phone and Cisco Webex Share fail to register with Control Hub.

Background

Cisco moved to a new Certificate Authority (IdenTrust Commercial Root CA 1) on November 20, 2021, and the existing certificates issued by HydrantID ICA G2 were invalidated on the same day.

This change has impacted some Cisco Webex Room Phone and Cisco Webex Share devices in the field, which results in these devices not being able to further register.

Problem Symptom

Cisco Webex Room Phone and Cisco Webex Share cannot register to Webex after November 20, 2021.

Workaround/Solution

In order to resolve this issue, the devices need to be reset to factory defaults and then reactivated. The exact procedures depend on the device type and the version of firmware they run. Those procedures are outlined in this section.

How to Check the Cisco Webex Room Phone Firmware Version

In order to check the firmware version on the Cisco Webex Room Phone device, complete these steps:

1. Tap the top-left corner of the phone screen.
2. From the Settings menu, tap About this device in order to display the current firmware version of the device.

Note: If an affected device is new in box, its firmware is old. You do not need to check the firmware version and can proceed to Solution 2.

Workaround/Solution Instructions for Cisco Webex Room Phone

Solution 1. Cisco Webex Room Phone Device with Firmware Version “novum1.2.0 5f68fe4c1c 2021-11-17”

1. In order to reset the Cisco Webex Room Phone to the factory defaults, tap the top-left corner of the phone screen. From the Settings menu, tap Reset.*
   See Reset the Phone for more information.
2. After the device has been reset to factory defaults, reactivate the Cisco Webex Room Phone device:
   1. Sign in to the Webex Control Hub, then go to Workspaces.
   2. Search for the Workspace associated with the device and choose it.
   3. Click the Actions tab and click Add Device in order to generate a new activation code.
   4. On the phone screen, tap Settings > Device activation > Cisco Webex.
   5. Enter the activation code in order to reactivate the device.

Solution 2. Cisco Webex Room Phone Device with a Firmware Version Earlier Than “novum1.2.0 5f68fe4c1c 2021-11-17”

1. In order to reset the Cisco Webex Room Phone to the factory defaults, tap the top-left corner of the phone screen. From the Settings menu, tap Reset.*
   See Reset the Phone for more information.
2. After the device has been reset to factory defaults, upgrade the device firmware via PC Tool.
3. Reactivate the Cisco Webex Room Phone device:
   1. Sign in to the Webex Control Hub, then go to Workspaces.
   2. Search for the Workspace associated with the device and choose it.
   3. Click the Actions tab and click Add Device in order to generate a new activation code.
   4. On the phone screen, tap Settings > Device activation > Cisco Webex.
   5. Enter the activation code in order to reactivate the device.

Workaround/Solution Instructions for Cisco Webex Share

Check the Device Firmware

If the device firmware is novum1.1.0 5f68fe4c1c 2021-11-17 or earlier, complete the workaround/solution in this section.

1. Press the reset button when the Webex Share is in the operational state.
2. Check the display screen connected with the device for the current firmware version.
3. Press the reset button again in order to return to the home screen.

For more information, see View Device Details for Your Webex Share.

Workaround/Solution 1. Cisco Webex Share Device with Firmware Version “novum1.1.0 5f68fe4c1c 2021-11-17”

1. In order to reset the Cisco Webex Share device to the factory defaults, hold down the reset button for 10 seconds. The display screen shows a countdown to the factory reset.*
   See Reset a Webex Share to the Factory Settings for more information.
2. Reactivate the Cisco Webex Share device.**
   1. Sign in to the Webex Control Hub, then go to Workspaces.
   2. Search for the Workspace associated with the device and choose it.
   3. Click the Actions tab and click Add Device in order to generate a new activation code.
   4. Access the device web page. Use the IP address of the device.
   5. Click Setup and then click Enter Activation Code.
   6. Enter the activation code in order to reactivate the device.

Workaround/Solution 2. Cisco Webex Share Device with Firmware Version Earlier Than “novum1.1.0 5f68fe4c1c 2021-11-17”

1. In order to reset the Cisco Webex Share device to the factory defaults, hold down the reset button for 10 seconds. The display screen shows a countdown to the factory reset.*
   See Reset a Webex Share to the Factory Settings for more information.
2. After the device has been reset to factory defaults, upgrade the device firmware via PC Tool.
3. Reactivate the Cisco Webex Share device.**
   1. Sign in to the Webex Control Hub, then go to Workspaces.
   2. Search for the Workspace associated with the device and choose it.
   3. Click the Actions tab and click Add Device in order to generate a new activation code.
   4. Access the device web page. Use the IP address of the device.
   5. Click Setup and then click Enter Activation Code.
   6. Enter the activation code in order to reactivate the device.

* Cisco has explored all the options for remote factory reset on the device. By default, the architecture prevents any solution for remote factory reset as this presents a security issue. As such, no solution was found during the investigation.

** If you use Wi-Fi for a Webex Share deployment, please re-enter the Wi-Fi setting in the device after a factory reset, then do a reactivation.

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 or telephone

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