CS-KIT-PLUS Firewall Blocking

[alfandi12]

I have CS-KIT-PLUS when I want to activate webex cloud there is an error message like this "Not able to contact Webex service. A firewall may be blocking the system from connecting"

I have tried various connections but still have an error like that
Please provide a solution

[Ashish Patel]

Perhaps check which ports are being blocked or not allowed you can try with a web browser and laptop connected to the same ethernet port as used for the kit plus to browse to https://mediatest.webex.com/#/main
Look at the More Details test results and see if ports are allowed
Alternatively reconfirm the ports are correct using https://help.webex.com/en-us/article/WBX000028782/Network-Requirements-for-Webex-Services#id_134132
Thanks
ashish

[alfandi12]

Hi Ashish,

I have opened the port on the modem, but the error message above still appears.

[Ashish Patel]

In the More details the file that is gives you a are all those ports open?  Also can you confirm no blocks to any of these sites and URLs and ports here see https://help.webex.com/en-us/article/WBX000028782/Network-Requirements-for-Webex-Services

[alfandi12]

Hi Ashish,

does this have anything to do with software version like this case?

https://community.cisco.com/t5/telepresence-and-video-infrastructure/cisco-webex-dx80-registration/td-p/4950242

currently CS-KIT-PLUS uses software version CE 9.8.0

[Ashish Patel]

You could give that a go and upgrade the software manually if you have access to software download or device is under support. Try a higher release of CE software and then see.  You can use the Web Gui to the codec and then upgrade the software that way. Thanks ashish

[Shannon.Chouinard1]

You may have to upgrade the software on the room kit.  I had this same problem and there was another software upgrade that Cisco TAC provided which I had to install before even getting to the final upgraded version.

[alfandi12]

Can you tell me what version I should update the software to?

[Shannon.Chouinard1]

Cisco TAC sent me this link that might be helpful. https://video.cisco.com/detail/video/6274513704001

However, my Webex room kit was on OS: version=ce10.8.3.1 6d131e0418f 2021-12-06

We downgraded to version CE9.15.6 StepUpgrade then upgraded to 10.19.  We tried to upgrade directly to 11.5.3 but that didn’t work.

The file TAC gave me was "s53200ce9.15.6-step-upgrade.pkg."  But I don't know if it is available from the cisco.com firmware downloads.  TAC sent it to me through email as an attachment.  (Correction:  according to the video, the stepupgrade is available on the software downloads).

[Wayne DeNardi · Accepted solution]

Yes, the 9.15.6 step-upgrade file is still available on software.cisco.com/downloads, but there is also a newer RoomOS 10.19 StepUpg file available for devices that are on RoomOS 10.  After installing this, there should be no issue uploading a current release (the recommended release as of the date of this post is RoomOS 11.17.3.0)

[Ashish Patel]

Try the highest versions in the CE trains if you can or as others have said some step versions.  I'm afraid this is going to be some trial and error to get upgraded.

[Shannon.Chouinard1]

CE9.9.0/CE9.8.1 and below – Recommended upgrade path for Webex Room Systems

found on page 24 of this link: https://www.cisco.com/c/dam/en/us/td/docs/telepresence/endpoint/software/ce9/release-notes/ce-software-release-notes-ce9.pdf

[alfandi12]

thank you all for your responses, i will try it