We have a couple hundred Cisco endpoints with touch 10s deployed.
Recently we tried to upgrade a Cisco MX300G2 from CE8.2 to CE8.3, and the touch 10 lost connectivity (and couldn't be re-paired).
Upon working with TAC, they mentioned the Touch 10 needs to be on the same VLAN as the codec - changing the VLAN of the Touch 10 did allow us to reconnect the panel.
Is this correct?
Please note we have only had this issue with the MX300G2 - other codecs going from 8.2 to 8.3 (with Touch 10s on different VLANs) have been fine.
It is a good practice to have the touch and the codec in the same vlan, but it is not a requirement for pairing to the codec. From my experience, if the touch is in a different vlan, it would depend on the network to allow connectivity between vlans, and if there is a communication problem, it is normally caused by vlan issues. Logging information should tell you the cause of the communication problem.
The key point in @Elias Sevilla Duarte's post is that there must be communication available between the two VLANs. Ie, the Touch 10 must be able to communicate with the endpoint devices in the other VLAN and vice/versa. If this isn't possible, the two devices will not be able to work together.
Just to clarify our scenario - all was working before the upgrade to 8.3.2 (VLAN routing etc).
After the upgrade, we lost connection and then had to change the VLAN of the touch panel to get it working again.
Any reason why you only upgraded to CE8.3.2 and not to a more recent release? CE8.3.4 incudes fixes for vulnerabilities such as KRACK (CSCvf71761) so would be recommended if you're staying on CE8 and not upgrading to the latest CE9.2.x releases for some reason?
CE8.3.2 also has a bug (CSCvg09988) which can cause the camera to go out of focus requiring a reboot to fix it. This is also fixed in CE8.3.4 and CE9.2.1+.
We are starting to investigate 9.2.2 now :).
In all honesty, we started this when 8.3.2 was new - it has just taken this long to work with TAC. They were saying the panel should always be directly connected...
With the newer software versions, the "automatic" pairing of the Touch10 and the endpoint (where you get to select an endpoint from a list on the Touch10) only works when the devices are in the same subnet (which also implies the same VLAN) - that might be what the TAC engineer(s) you have been working with are referring to.
You should still be able to pair the Touch10 manually by entering the IP address (or hostname if you have your DNS configured correctly) of the endpoint you want to connect to in to the Touch10. You might need to factory reset it first though (I've found this is often the easiest way to put it back in to a nice state to start the process).
That'll be a pain if you have to do hundreds of endpoints that way though.
Thanks again Wayne.
Will confirm if this was what the engineer was referring to - hoping so :).
I have seen scenarios where we have to do a factory reset - when the IP of the codec changes, even though you can re enter an ip on the panel, it won't actually find it.