Error after c20 upgrade to TC5.1.4: Please wait while camera software is upgrading

[Athonia Cappelli]

Hi all,

I upgraded a three older (circa 2010) c20s from TC3 to TC5 last weekend. This went smooth in all but one location. In our MA office the unit is reporting: "

Please wait while camera software is upgrading". Our staffer there reports:

Our video conferencing system continuously has a pop up on the screen indicating that the camera software is updating.  It has been doing this for a few days.  When the pop up occurs control of the system is suspended and cannot be controlled by the remote control.  The settings go back to default.  This pop up comes in roughly 30 second intervals.  We will need to have some assistance with fixing this.

Any ideas on how I might remedy this?

Thank you.

--Athonia

[Dharmesh Nandoria]

Hi,

It looks like camera upgrade is failing and codec is trying again for upgrade.

Please reconnect camera control cable from codec and camera then reboot the codec.

If issue is not fix then get xstatus camera.

Kind regards,

Dharmmesh

[Danny De Ridder]

Can you post the current logfiles of your system, or alternatively, get the file /var/log/console. That file contains progress/errors of any camera upgrade attempt.

[Athonia Cappelli]

/var/log/console shows the following repeatedly:

=======================================
       Camera SW upload started
=======================================

WARNING:
Camera is being upgraded.
Do NOT switch off the system!

CamSW: Packet lost - packet 0, offset 0. Giving up.
Monitor listening on port: 33801
Size 4374864 bytes, 17090 packets to send
=======================================
       Camera SW upload started
=======================================

WARNING:
Camera is being upgraded.
Do NOT switch off the system!

CamSW: Packet lost - packet 0, offset 0. Giving up.

[Danny De Ridder]

Hello,

the codec and camera seem to communicate, but once we start to upgrade, we seem to have lost the packet(s) sent to the camera. What kind of camera is this? A 4X camera? We have a procedure to upgrade the camera using a PC and a serial cable. The procedure is explained here :

https://supportforums.cisco.com/docs/DOC-25123

Take the power supply from your C20 and power the camera with it. Take the serial cable from the codec, and attach it to a serial port on a PC/MAC with a null modem in between. Is all in the DOC. This is for a 4X camera!

Can you try that procedure??