SX20 camera autofocus fails

[t.farkas]

Hi All,

after upgrading several SX20 (and SX80) systems to tha latest ce8 sw release, customer complained that they run into an autofocus problem several times, with several systems: the camera won't focusing automatically, even when they pan/tilt it. Autofocus is set, of course. (Sometimes the camera won't move to its default position when activating the system from stanby)

Only restarting the system makes the camera working properly.

The current sw is ce8.3.3

Camera model: PrecisionHD 1080p 4XS2

HardwareID: 53000000
SoftwareID: S01777-2.2 RC15 [ID:20038] 2017-02-24

(They have cca 50 system working, and lot of them showing this problem; it was never experienced before the upgrade)

Is anyone experienced the same, or know any fw failure, or workaround?

Is there any effective way of monitoring/troubleshooting the route case of the issue?

Thanks!

Tibor

[Justin Ferello]

Tibor,

There appears to be several AF bugs open with CE software right now. Although there is none specifically targeting the 4XS2 cameras, I would not be surprised if they are related.

Here is the bug for Rover cameras, aka 12XS and 4XS+:
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvf13854

Here is the bug for the Halley camera, aka P60:
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvc73797

Thanks,
Justin

[t.farkas]

Hi Justin,

thanks for your answer.

I reviewed the two bugs you linked, and the affected versions mentioned are 8.1.1 and 8.3.2, also the latest says "using CE8.2.1 and onward release"

Since there is no Fixed release shown, the possible workaround would be downgrade (?) - but to which version? (8.3.0? or 8.0?)

Additionally I am not sure if the autofocus functionality relies on the codec or the camera fw? With downgrading the codec, the camera fw won't be downgraded.

Thanks,

Tibor

[Patrick Sparkman]

If I'm not mistaken, the camera firmware should downgrade with the software.

[t.farkas]

Hi, there are several Field Notices stating that "The camera firmware will not be downgraded if the codec is downgraded" (eg. https://www.cisco.com/c/en/us/support/docs/field-notices/635/fn63534.html)

This document looks a little bit old, however I tested it with the latest firmwares (downgraded the codec from 8.3.3 to 7.3.6 - the camera fw stayed on the latest version)

Regards,

Tibor

[Wayne DeNardi]

I've had similar issues with CE9.1.3 on an SX20 and multiple MX300g2 endpoints.

I'm currently in communication with TAC, and with the CE and camera people about his.  I am unable to replicate the issue on demand, and haven;'t managed to pinpoint any repeatable circumstances to cause the issue.  If you have anything you can pinpoint that you can pass on, that could help identify what is causing this.  

[t.farkas]

Hi Wayne,

the situation is very similar here: after rebooting the codec with the autofocus issue, it never happened again (during the last two weeks); so we cannot reproduce the issue, or determine any special circumstances.

We keep on monitoring the systems...

Regards,

Tibor

[Wayne DeNardi]

They have found the issue in the camera firmware that causes this.  A fix (or a reversion to older camera code) has been included in the newly released TC7.3.11, but isn't available in a CE release just yet (although will be soon).  If you need a fix now and are running CE, you can "upgrade" to TC7.3.11 to get the new camera firmware installed, then re-upgrade back to the latest CE version again.

Edit: It's been discovered that this is not a 100% fix.  The issue still occurs even with the new camera update.  Internal Cisco bug has been logged with the camera team and they are continuing to investigate the issue.

[t.farkas]

Hi Wayne,

thanks for the info, its really good news.

In the meantime I also opened TAC case for that, they suggested RMA for the camera.

I checked the RN of TC7.3.11, and found the new camera fw, however the bug is not mentioned in the

Resolved caveats.

I am wondering if TAC would advice about it.

Regards, Tibor

[t.farkas · Accepted solution]

In the meantime TAC stated that the issue wasn't in the camera fw, but the codec fw.

Release ce8.3.5 contains the fix (BugID: CSCvg09988)