Touch Panels Losing Connection after Software Upgrade

[dylan.murphy@eosits.com]

We have upgraded a number of TelePresence Units from TC7.3.9 to TC7.3.12 but the Touch Panels are disconnecting and won't reconnect. 

They are stuck on a black screen with the Cisco Logo and not doing anything. They won't factory reset either. 

[Patrick Sparkman]

What model endpoint and is this a Touch 8 or Touch 10?
If the touch panel is connected to the codec via LAN, have you tried to directly connect it to the codec?
Have you tried swapping the ethernet cables out between the codec and touch panel?
Have you tried to swap the second software image or perform another software upgrade?
Have you tried to factory reset the codec? I know you said you tried to factory reset the touch panel, but to confirm this is the process you used to factory reset Touch 8 or factory reset Touch 10, depending on the model you have as you don't specify?
If none of the above work, recommend you contact TAC, as there could be something else going on with either the codec or touch panel, or the panel might simply need to be replaced.

[talaverano26]

Hello

   My probblem is similar. After upgrade to SW TC7.3.12 on Cisco EX60 with Touch 8 pannel directly conected to codec.

The codec start in 5 minutes but show on TV screen "lost control pannel conection", the touch only show a spinning wheel during 10 minutes and after that everithing work OK.

already tried this:

   1.- Factory reset codec (from web and from start button)

   2.- Factory reset touch 8

   3.- Reload SW TC7.3.12

   4.- Unplug and plug again Touch 8 directly connected to codec

This codec usualy is turned off for security reasons and turn on only as backup but we neet start quickly as before ¿could you please help us?

Thanks in advance and regards

[JFerello]

You might be running into this bug:

Alert Type: Updated *
Bug Id: CSCuu03872

Title: Touch 8 is not able to be upgraded with TC7.3.2
Status: Fixed
Severity: 1 Catastrophic
Description: * Symptom:
Touch 8 fails to upgrade with shipped software version

Conditions:
Installed software on system from factory is TC7.3.2
Installed software on Touch 8 from factory is 3.1.4 (same as shipped with TC 5.1.4).
Touch 8 with installed software 4.1.0 (Touch 8 software shipped in TC6.1.0) or older will fail to upgrade when connected to a system with 7.3.2.

Workaround:
Downgrade to TC6.3.4 or upgrade to TC7.3.3 then let the Touch 8 finish the upgrade, then revert to TC7.3.2 if desired.

NOTE: In some instances only downgrading will resolve this issue, so try downgrading if upgrading fails.

Further Problem Description:
Last Modified: 03-May-2019
Known Affected Releases: 7.3.2Beta1,7.3.x
Known Fixed Releases: 7.3.3