Standalone C20 Call To WebEx CMR Dropping

[clarencemaseko]

We have a simple setup with one standalone C20 telepresence system. For video calls, the C20 system and remote participants (PC WebEx users) connects through a WebEx CMR.

The solution has been working fine without any problem but suddenly call drops and the following error message gets displayed on the C20 system. 

"The system has encountered a problem was unable to recover. Please contact the system administrator.

A restart, factory rest or a software upgrade may resolve the issue. This can be done from the system web interface.”

Restarting the system will solve the problem but the frequency at which this is happening is now worrisome. It happens every 30-45 min thereby disrupting calls. Can someone assist me with a solution?

Thanks in advance!

Software version: TC7.3.2 

[Enrique Alberto Fallas Rojas]

Hello,

I would recommend to upgrade to TC7.3.6 as soon as possible, since the version currently installed on the device is already marked as deferred (please see http://www.cisco.com/c/dam/en/us/td/docs/telepresence/endpoint/software/tc7/release_notes/cisco-tc720-tc721-tc732-tc733-tc734-tc735-deferral-notice.pdf).

Does the issue happen on call that involves the Web EX CMR bridge?

Or does it happen in B2B calls from your endpoint to devices of other companies?

You can test using any of the addresses mentioned at https://supportforums.cisco.com/document/12469386/loopback-testing-telepresence

Regards,