Error: Touch Panel Connection "The touch screen has no network connection to ..."

[SCS.ServiceDesk]

Hello All,

One of our clients has a CISCO SX20 with a touch 8 panel. Recently they've had a power cut and the touch panel became unpaired and wouldn't load passed the home screen.

The touch panel has been RMA'd (this solved the loading issue)

The ports on the router have been enabled

The network cables are have been replaced

The patching has been checked

The codec has been down graded

The codec and the touch panel have both been hard rebooted 

Unfortunately, the touch panel still cannot see the codec.

Image attached.

Please can you advice ?

Kind Regards,

Questmark Servicedesk

Can any 

[Georg Pauwen]

Hello,

have you tried to factory reset the codec (page 136 of the attached admin guide) ?

https://www.cisco.com/c/dam/en/us/td/docs/telepresence/endpoint/quick-set-sx20/tc7/administration-guide/sx20-quickset-administrator-guide-tc72.pdf

[SCS.ServiceDesk]

Hello Georg,

Unfortunately, the system is not located at our site and therefor we would need to factory reset remotely. We are trying to reframe from doing this and have that as a last resort.

Is there any other way that we can resolve this?

Many Thanks,

Questmark Servicedesk