C20 in maintenance mode | Release key verification failed

[karpenko.p]

Dear colleagues,

There is a Cisco TelePresence System Quick Set C20 unit that is currently being stuck in a maintenance mode. Here is a most significant error message from event log (complete log is in attachement):

May 12 11:21:18 (none) main: Releasekey verification failed.

I've downloaded release and option keys for this system from Cisco Licensing Portal. How I can install them on the codec from the console?

Any help will be really appreciated!

Thank you.

[amehla]

Hi Petr,

In Maintenance Mode, can you try to access the codec through web interface.Release TC6.0.1 added the possibility to use your web browser in order to connect to a codec running in maintenance mode. The user gets presented with the same user interface as when logged in as admin, however, some options are greyed out, i.e. they are not available. The user still has access to the diagnostics to retrieve the current and historical logfiles and he/she can upgrade the codec.

if the issue is with the release key, try adding release keys from the web interface.

else try to swap software by below procedure:

try to access the codec using SSH.

in admin login, type the command: selectsw and then select alternate image which is not active and  then

reboot the codec through command: reboot

[karpenko.p]

I've already updated codec to TC6 and tried to use web interface for release and future keys installation.

As you can see there is an error message.

[Danny De Ridder]

I think there's more than a release key issue here

The log file you attached shows :

May 12 11:21:23 (none) main: 169.254.0.1:7834

May 12 11:22:23 (none) main: bootmon_init1: Timeout reached, returning!

May 12 11:22:23 (none) main: Failed to talk to administrator at 169.254.0.1:7834

May 12 11:22:23 (none) main: Failed to initialize administrator client (server: 169.254.0.1:7834)!

This is a video or audio DSP/processor failing to respond to main.

We would need console log. Do you have root access ?

If so, can you do :

cat /var/log/*

So we can get all logs from within that directory ?

console log will be one of the files.

Danny.

[karpenko.p]

Dear Danny,

Thank you for your assistance. Yes, I've got root access to this unit. Here is all files from mentioned directory.

[Danny De Ridder · Accepted solution]

Hello,

thanks for sharing the logs!

The console log shows one of main's clients is not answering. Client 169.254.0.12 is not responding. That's ARM2 processor.

[C20:~] $ arp -a

arm1.localnet (169.254.0.11) at 00:e0:0c:00:8c:41 [ether] on eth1

arm2.localnet (169.254.0.12) at 00:e0:0c:00:8c:42 [ether] on eth1

arm0.localnet (169.254.0.10) at 00:e0:0c:00:8c:40 [ether] on eth1

hsrp-144-254-13-1.cisco.com (144.254.13.1) at 00:00:0c:9f:f0:01 [ether] on eth0

[C20:~] $

I am afraid that this is a hardware error, hence you will need to open a Service Request to get the C20 replaced.

In the logs you also have arm0-system.log and arm1-sytem.log, but arm2-system.log is missing.

Regards,

Danny.

console log

=========

Starting main

Main started, waiting for system ready...

Admin timeout set to 60 seconds

Timeout - 3/4 clients have reported

  (missing communication with 1/4 clients)

We have 3 clients

  Client ppc.localnet (169.254.0.1:60354)

    state: emitEnumInfo

    debug info: {0: {'hw_id': 0, 'prg_id': 0, 'req_id': 0}, 1: {'hw_id': 0, 'prg_id': 2, 'req_id': 1}}

  Client arm0.localnet (169.254.0.10:45396)

    state: emitEnumInfo

    debug info: {0: {'hw_id': 0, 'prg_id': 4, 'req_id': 0}, 1: {'hw_id': 0, 'prg_id': 1, 'req_id': 1}, 2: {'hw_id': 0, 'prg_id': 3, 'req_id': 2}}

  Client arm1.localnet (169.254.0.11:47286)

    state: emitEnumInfo

    debug info: {0: {'hw_id': 1, 'prg_id': 4, 'req_id': 0}, 1: {'hw_id': 1, 'prg_id': 1, 'req_id': 1}}

Monitor listening on port: 60354

Main crashed with exit code 1

tshelld: Listening to 127.0.0.1:4217

Timed out waiting for system ready signal

ERROR: S80main: Failed

[karpenko.p]

Dear Danny,

You're right, arm2-system.log is missing for some reason. Is there any chance that lack of appropriate release key could cause such behaviour?

Thank you!

[Danny De Ridder · Accepted solution]

No, I think that you have a hardware issue.

I deleted all my release keys on my C20.

xCommand SystemUnit ReleaseKey List

*r SystemUnit ReleaseKey 1 Version: "TC4"

*r SystemUnit ReleaseKey 2 Version: "TCNC4"

*r SystemUnit ReleaseKey 3 Version: "TC5"

*r SystemUnit ReleaseKey 4 Version: "TC6"

** end

OK

xCommand SystemUnit ReleaseKey RemoveAll Confirm:Yes

*r RemoveAllResult (status=OK):

** end

I rebooted without a release key.

May 13 07:58:53 ppc main: Setting version serial id 0x206

May 13 07:58:53 ppc main: TC6.1.0.c4723e9

May 13 07:58:53 ppc main: SW Release Date: 2013-04-10

May 13 07:58:53 ppc main: Board name: 101551, variant: default

May 13 07:58:53 ppc main: Serial number: F1AN06D00369

May 13 07:58:53 ppc main: Releasekey verification failed.

But I can still access the C20.

Welcome to C20

TANDBERG Codec Release TC6.1.0.c4723e9

SW Release Date: 2013-04-10

OK

And I am able to load my release key again.

xcommand SystemUnit ReleaseKey Add Key:1TC006-1-624ABAD0

*r ReleaseKeyResult (status=OK):

** end

OK

I would recommend you get your unit replaced.

Danny.

[karpenko.p]

Dear Danny,

Thank you for this test. I will definitely request unit replacement.