Cisco 8831 display stuck on Cisco logo

[zrunner626]

I have one 8831 phone that decided to become stuck on the Cisco logo the other day. It had been working for months. I have seen plenty of other posts similar to this but none seem to apply or fix my issue. The phone is V03 hardware. ( I know there is a FN about V01 and V02). The phone was using 10-3-1SR4b-1 firmware. I am on CUCM 12.0.1.21900-7.

The phone was registered but screen appeared to be stuck with no ability to access any menus.

I tried a factory reset.

I've tried downgrading to 10-3-1SR4-2

I've upgrade to 10-3-1SR5-1 and the phone again shows it's registered but still will not display anything.

I've tried removing PoE and using a power supply just to see if it would boot properly.

Any other suggestions? I don't think this is under smartnet still and the 90 day warranty is done.

Thanks

[Leo Laohoo · Accepted solution]

How old is the unit?
Found in the 8831 Data Sheet: Cisco Unified IP Phones and Conference Stations are covered by a Cisco standard 1-year replacement warranty.

[zrunner626]

It's really close. It might be under 1 year by a few days. We didn't get smartnet. I was thinking the manufacturer warranty was only good for 90 days.

[Leo Laohoo]

Get on it while you can. Contact Cisco TAC and organize for an RMA.
Be prepared to provide them "proof of purchase".

[zrunner626]

It was still covered and they are shipping a replacement. thanks