Help with applying EX90 release key after upgrade

[Ricardo Sicheran]

Hi,

I upgraded an EX90 to TC5 without adding the release key first.  After the upgrade I was able to still access the web page but I had to unplug the unit to go home and I contacted TAC for the release key this morning.

Now I cannot get to web configuration page to apply said license key.

Any ideas what is the problem?

Ricardo.

[Martin Koch]

Define "unplug" network and/or power? Do you use a static ip or DHCP?

Think in older versions the touchscreen was not accessable if the release key was lacking right?

If you still have access to it I would check on the network info.

If not check on the swtich that you have a link, in your DHCP server logs that it got an IP

or on the network level with wireshark what happens if you boot up.

Did you try to do a new powercycle?

You are sure that the upgrade was finalized when you "unpluged" it?

In general an endpoint without a release key can reboot fine and shall be accessable via

https / ssh or what ever you had enabled.

If I remember it right the touchpad interface carries also a serial console, but without an

adapter cable you will have a hard time.

So just try to restart it and see if you can connect to it via IP.

Martin

[Ricardo Sicheran]

Hi Martin,

The touch settings are locked.  It however tells me what the unit's ip is.  We are using a DHCP server.

In saying unplug I meant power.  I know the ugprade went through because of the message displayed on the unit asking for the release key for that version number.  I went through the field notices and was caught up checking the version of the touch to make sure it wouldnt fail on upgrade.

I also was logged into the page yesterday and went into the configuration and actually registered it with CUCM 8.6.

I had never setup ssh/https on the unit and never moved from the default password.  I tried rebooting also but same result.

Do you know what serial cable the touch uses?

[Martin Koch · Accepted solution]

Can you hava a computer connected in the same network (same switch, same vlan, same ipaddress range).

Best have a wireshark running on that computer to see if you get anything from the endpoint and tell us what the result is.

* ping towards the endpoint

* ssh access (e.g with putty)

* telnet

* https

* http

If this does not lead you to anything you could try a factrory default reset:

http://www.tandberg.com/support/video-conferencing-knowledge-base/faq-entries/reset-cisco-telepresence-ex60-ex90-factory-settings-628.jsp

The serial cable would need to have the connector of the touchpanel, ... not sure about the pinout.

If all this does not work I would escalate it to TAC

[Ricardo Sicheran]

Martin,

I would like to thank you for your input on this.

I successfully got the through to access the device after running a factory reset yesterday evening.  It is important to hold the power key down very early after plugging the unit in.

The instructions point to a green led for the power light but it is white on our unit.

Can you say if Cisco requires the same release key change when moving VCS Starter from X6.1 to X7?

Ricardo.

[Martin Koch]

Great to hear that it worked for you and thx for voting and setting the thread to answered!

Yes, I guess the green vs. white LED is due to the Tandberg / Cisco re-branding. I have an "old" Tandberg EX90

which really has a green one (which I honestliy like better, I thing the white one is quite bright and an (negative)

eye catcher. The green one looks much darker and you do not directly notice it.

Maybe there is an updated guide with a referral to the white LED on the Cisco site :-)

Yes, in general most former Tandberg devices handle licensing like that. Within a major release you do not need

a new key (like from X6.1 to X6.2). If you need to upgrade from one to an other Major version (like X6.x to X7.x)

you need a release key which requires a service contract.

Some devices and versions (not from X6.1 to X7.0.3) might require a steps in between (like x4 to x5.2 (x5 key needed) and then to X7.0.3 (x7 key needed).

I always recomend to check the release notes and the admin guides.

Good success with your installation!

[Fred Spikker]

All,

Please  be aware that the procedure for systems with version v4 is different from systems with  version TC5.1! There is a great video on how to perform a factory reset  for 5.1 at: https://supportforums.cisco.com/videos/4440