Cisco Webex Room 55 not recognizing Touch Panel

[VISITFLORIDA]

We ordered a Cisco Webex Room 55 and from boot it has not been able to find the Touch Panel. The Touch Panel is connected directly to the Room 55 (and in the right port), but neither recognize each other. It is running Software Version ce 9.9.0 46f7ea38fda 2019-10-10. I have factory reset both devices and connected different Touch Panels to the Room 55, but nothing works.

We do not have a support contract with Cisco, but I assumed they would offer support on a device we paid thousands of dollars for at least 90 days from opening the box. 

Any help is appreciated.

[Ashish Patel]

Hi
Where did you purchase this system from, you need to go through that channel and see if there is support at least for 90 days warranty on this is still valid.
CS-ROOM55-K9 would be the SKU and you can check the warranty here https://connectthedots.cisco.com/connectdots/serviceWarrantyFinderRequest?fl=sf#.

Did you also try connecting the touch panel instead of directly to the unit over the network to see if you can pair it over the network?
Is the touch panel that shipped with the unit working on another video device?
Have you also checked this https://help.webex.com/en-us/article/WBX000028836/I-Can't-Pair-a-Touch-10-to-a-Cisco-Endpoint-or-Cisco-Webex-Room-Device

Can you try upgrading the room 55 via a web browser access and see if you can then pair the codec?

Good luck,

ashish