Field Notice: FN - 63983 - TelePresence Touch 8-inch Control Devices Fail to Upgrade to TC7.3.2 - Software Upgrade Required

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

Products Affected

Problem Description

You are unable to upgrade the software on the new Cisco TelePresence Touch 8-inch Control Device, also referred to in this field notice as the Touch 8.

Note: This issue is not related to hardware and a software update corrects the problem. Cisco recommends that affected customers upgrade the software in accordance with the instructions in this field notice.

Background

The Touch 8 device was manufactured with TT3.1.4, which is the Touch 8 software used for the TelePresence system software TC5.1.4. The TC5.1.4 was released in October 2012.

On March 20, 2015, new TelePresence systems began to ship from Cisco with the TC7.3.2 software installed. 

When you connect the Touch 8 device that runs the TT3.1.4 software to a TelePresence system that runs the TC7.3.2 software, the automatic Touch 8 software upgrade process fails.

Production was stopped on April 23, 2015.

New TelePresence systems that shipped on April 24, 2015 and later are not affected, as they shipped with the TC7.3.1 software installed and the Touch 8 device is manufactured with TT7.3.1 software.

Affected customers are likely to be those where the new Cisco TelePresence EX90 and Cisco TelePresence EX60 systems shipped from Cisco between March 20 and April 23, 2015.

Problem Symptoms

Affected customers see the text "Upgrading software" and one of these messages on the Touch 8 screen:

/mnt/base/image2/postinstall.d/rwfs.hook failed to run! 
/mnt/base/image1/postinstall.d/rwfs.hook failed to run!

For TelePresence systems where the Touch 8 device is connected directly, such as with the EX90 and EX60 systems, a "Lost connection with control device" message which indicates that the system is unable to connect to a Touch 8 device is displayed on the EX system screen. The IP address shown underneath the message is the IP address of the EX itself.

For TelePresence systems where the Touch 8 device is connected via the network (LAN), such as with the SX20 system, the Touch 8 tries to run through the software upgrade process multiple times unsuccessfully and unpairs. In these situations, the remote control that was shipped with the TelePresence system can be used to control the TelePresence system.

Note that the remote control will not work with the EX90, E60, MX200 generation 1 and MX300 generation 1 TelePresence systems.

Workaround/Solution

Cisco recommends that customers who received a new Touch 8 device and have this issue downgrade the TelePresence system to software version TC6.3.4, wait for the Touch 8 device to upgrade, and then upgrade the TelePresence system to software version TC7.3.2 or later. The TelePresence system is now able to upgrade the Touch 8 device with the TT7.3.2 or later Touch 8 software.

For TelePresence systems where the Touch 8 is connected via the network (LAN), and in the event all LEDs on the Touch 8 are off and there is no image on the Touch screen after the TelePresence system was downgraded to software version TC6.3.4, Cisco recommends to turn off the power to the Touch 8, wait a few seconds, and then turn the power back on. The Touch 8 will then run through the software upgrade process, and now that the TelePresence system is on the TC6.3.4 software, the Touch 8 upgrade software procedure will be successful. Then upgrade the TelePresence system to software version TC7.3.2 or later and the TelePresence system will be able to upgrade the Touch 8 device with the TT7.3.2 or later Touch 8 software. 

How to Verify That the Touch 8 Device Has Been Successfully Upgraded

Once the Touch 8 device has been successfully upgraded, choose Settings > System Information in order to confirm the software version on the Touch 8 screen.

Here is example output of a successful upgrade of a TelePresence EX90 system that runs software version TC7.3.2:

SOFTWARE 
Version: TC7.3.2.14ad7cc 
Touch Screen: TT7.3.2.14ad7cc 
Options Installed: DualDisplay, Multisite, PremiumResolution

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

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