Gray "no input screen" on Spark Room Kit, SX80, SX20

[its-networking]

Hi, Is anyone else seeing this issue? 

Seen on CE9.1.3, TC7.3.6, TC7.3.3

We have multiple reports of conference units Spark Room Kit, SX80, SX20 (SIP registered to VCS) showing a gray screen instead of the normal video output.  When it occurs, displayed video is gray no matter what source is selected to go to that display.  Issue is intermittent.

Seems similar to Bug CSCuu86072, however with much larger range of symptoms and conditions

We have seen it is typically the 2nd monitor which goes grey, however we have also seen gray screen on 1st and 3rd monitor.

Can be in a call or not in call.  Different brands of monitors and known working HDMI cables.

Reboot of codec (soft or hard boot) will work around the issue.

[Wayne DeNardi]

The first suggestion would be to bring your endpoints up to the most recent software releases (at the time of this post, those are TC7.3.11 and CE9.1.4) and see if that helps.  If possible you should upgrade all of your TC devices to CE as TC is no longer being developed and went End of Sale as of 2 August 2017.

Given it's happening on a wide range of your devices, is there perhaps a TMS template or some other kind of update happening in your environment that could be causing your endpoints to exhibit this behaviour?

[joy.gin]

Hi Wayne,

Good suggestions, but we’ve already considered them

Firmware versions:

We have ongoing TAC cases where we are trying to determine the most suitable firmware version for us as we’ve hit a few other bugs in various TC and CE versions, which make certain versions unsuitable for our environment at this point in time.  We are planning on changing versions, but also want to make sure the gray screen issue, or worse, is not present on the version we move to.

Configuration:

Have also seen the gray screen occur when close to factory default settings (just registered SIP and gave a URI), so I don’t think it’s a particular setting that we are pushing that’s causing it.

I was hoping that by posting about it, we could speed up the process of determining which firmware versions others have seen gray screen issue occur.  (And from that a better idea of which version does not have the gray screen issue)

[Wayne DeNardi]

We too have had niggling little issues that have prevented us from using certain TC and CE versions, but we've got around most of these problems in more recent times with CE9.1.4, and from some early field testing on the yet unreleased CE9.2.x.  We haven't experienced any of the "grey screen" issues with the newer releases in our environment.  Our endpoints are also registered to VCS (SIP and H.323 dual registered).

[mhaince11]

Hi @Wayne DeNardi - we are also encountering this problem now.. We have Cisco SX80 running on CE 9.4.0 62xxxxxx 

Has there been a solution about this issue?

Thanks!