Factory Reset Error

[t070079]

Hello

I am configuring a UC320 and performed a factory reset, hold button 10 sec, won't restart now, Gui errors out, after login screen system shows ' intializing new config' it gets to 20% and errors out " error parsing XML data from input XML is missing gateway structure" Any ideas?

[Christopher Edgeworth]

Hi Carl,

Can you try to hold down the reset button for 15 - 20 seconds?  The button must be depressed the whole time or it will simply reboot.  What web browser and version are you using?  What firmware version appears on the login screen?

Thanks,

Chris

[t070079]

Hi Chris

I think I'm doing it correctly ,we did a few resets last week while on a partner webx course. I am holding it down 15- 20 sec and it appears to reset phones/lan go down, hear the 'click', I then log into the 320 and get a pwd screen which works it starts to load and errors out as I said. I can't get in to upgrade the firmware which is back to 2.0.6 (10). I have the newest firmware on my pc but can't upload it to the 320, am I dead?

[David Trad]

Hi Carl,

am I dead?

Personally I wouldn't think so, well not just yet

Can you do the following for me please:

• Hold the reset button down for 15 seconds counting it as "1001 - 1002 - 1003 etc..etc.."
• Whilst still holding the Reset button down unplug the power and count to 5 as above
• Whilst still holding the reset button in plug the power back in and count to 10 as above and then release
• Now wait till you hear a clicking noise before you try and access the system, this can take a while I have noticed when a bad factory reset has taken place, I have no clue why, but I know I have almost bricked the unit twice from resetting it to factory defaults (Which is on a daily basis whilst this unit gets put through its paces).

This is the method I have chosen to restore a unit from being in a bad state, whilst it might not be the correct method and may seem a little unorthodox, it has worked on a few occasions now, since it runs a lite weight Linux on it i figured the boot loader at times can get corrupted and I am finding out what may get it to this stage to gain better understanding... The good thing is that it is a Cisco supplied demo so I am going gang busters to try and find ways to break this units operation you have to love being able to do this when it is your not your unit

oooops did I just say that

Give that a shot and let us know if that works for you... OH I found the best browsers to use for this unit is Chrome and FireFox version 4, they work quite well with it.

Cheers,

David.

[t070079]

Hey David

Thanks, just tried your procedure still getting the to the same point where I log in and get to 20% of loading new configuration then the XML error. Going to try again tomorrow.

C.

[Christopher Edgeworth]

Hi Carl,

The box is not dead in the water.  We have another way to recover it, but to do so we'll need the friendly help of an SBCS engineer.  Can you please put a call into the support center.  They will need to unlock a utility and re-upgrade your box to the 2.0.6(10) firmware.

Thanks,

Chris

[t070079]

I've tried everything to break in with no success!

OK Chris will do this am.

thanks

[blaw]

Hi Carl,

Chris told me you have a NFR unit. NFR units tends to have gone through firmware upgrade from very old market trial firmware. There is a bug in some old firmware version that can manifest as the same symtom. We have way to reset it in Engineering once it is back here. We will send you another unit rightaway as advanced replacement.

Regards,

Bassanio

[t070079]

Hello blaw

Thank you so much for the added information regarding the possibility of what took place with our unit.

This explanation of events has greatly reduced our fears of having a unit deployed only to run into something like this with a customer. We have a replacement on it's way from Cisco and you will have ours soon, perhaps Cisco could update this blog with the findings and help out all.

As for support in this issue I think it was outstanding, thanks to Jeff, Chris and everyone who spent far to much time trying to revive the 320

Carl

[jmisleh]

so, i am having this same issue with a customer's device... i called support and they basically told me that the ciscosbs.com/get_access_url service is no longer functioning and that there is nothing more that can be done.  is this true?