Error #5 on TP Touch 12

[khanfawaz]

Hi,

We are installing Telepresence 9200 system in 4 locations. In one location alone Cisco Telepresence Touch is not coming up. In its boot process it is stopping at no 5 and on the display it says "UNABLE TO RETRIVE THE BOOT IMAGE" and continues circling. The other location which has come up later than this site has successfully downloaded the boot image from the CUCM via codec and their touch is ready. The COP file for this boot image is freshly loaded and have restarted the TFTP server. Also I am going through the table 4-1 in the below cisco document.

http://www.cisco.com/en/US/docs/telepresence/peripherals/cisco_touch/installation/cisco_touch_troubleshooting.html

Kindly help.

Thank you,

Fawaz

[Paul Anholt]

Hello Fawaz,

"UNABLE TO RETRIVE THE BOOT IMAGE" means that the touch took longer than 15 minutes to retreive the image from the UCM's TFTP service.

I would first check that the phoneload configured for the system does not end with an extension (no .SPA or .loads) as the codec will request the .loads file which in turn contains the file names for the main image and touch image. You may also validate that this information is being received correctly by entering the command "show version" from the codec CLI. The output should contain a touch image and a system image.

Second, I would validate communication to the UCM. The touch downloads the image directly from the UCM's TFTP service by NATing through the primary codec. You may validate connectivity via the CLI using the command "utils network ping ". I would reccomend pinging by IP and hostname.

Finally, a frequent cause of this issue is DNS configuration. Log onto the GUI of the TX9200 and click on unified CM configuration on the left hand side. The touch will attempt to connect to the servers listed at the bottom exactly as they appear in the list, so the codec must be able to resolve them.

Thanks,

Paul