Field Notice: FN74052 - Cisco IP Phone 7811 May Fail to Power On Due to a Component Failure - Replace on Failure

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Updated:October 27, 2023
Document ID:FN74052

Bias-Free Language

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Products Affected


Affected Product Name Description Comments
CP-7811-3PCC-K9++= Cisco IP Phone 7811 with MPP firmware, TAA  
CP-7811-3PCC-K9= Cisco IP Phone 7811 with Multiplatform Phone firmware  
CP-7811-3PW-NA-K9= Cisco IP Phone 7811 MPP with PSU, NA Clip or Cord  
CP-7811-K9++= Cisco UC Phone 7811, TAA  
CP-7811-K9= Cisco UC Phone 7811  
CP-7811-NC-K9= Cisco UC Phone 7811  




Defect Information


Defect IDHeadline
CSCwf233487811 phone not able to power on issue

Problem Description


Cisco IP Phone 7811 may fail to power on due to a component failure.


Background


A component change was made on certain Cisco IP Phone 7811 devices that could result in a component failure over time. 


Problem Symptom


Cisco IP Phone 7811 will not power on using either the power adapter or Power over Ethernet (PoE). 


Workaround/Solution


Customers who have a failed Cisco IP Phone 7811 device in the affected serial number range may request Return Material Authorization (RMA) for device replacement.

For information about requesting a replacement, see the Upgrade Program Information section of this Field Notice. 


How to Identify Affected Products


To determine whether a Cisco IP Phone 7811 device is affected by the issue that is described in this Field Notice, use the following steps:

  1. Confirm that the Cisco IP Phone 7811 device will not power on using the power adapter or PoE.
  2. Collect the serial number (SN) from the failed device.
    Note: Customers can find the SN either on the back of the phone or on a sticker that is located on the bottom of the phone.
  3. Determine whether the SN is in the affected range using the instructions in the Serial Number Validation section of this Field Notice.
  4. If the device is affected, request a replacement using the instructions in the Upgrade Program Information section of this Field Notice.

Serial Number Validation


Cisco provides the Serial Number Validation Tool to verify whether a device is impacted by this issue. To check the device, enter the serial number in the Serial Number Validation Tool.

Important: For security reasons, you must click the Serial Number Validation Tool link that is provided in this section. Do not copy and paste the link into a browser. Use of the Serial Number Validation Tool URL external to this field notice will fail.

Upgrade Program Information


Support Case Manager (SCM) must be used for ordering replacement parts for this Field Notice. To open SCM in a new tab, click the following link:
https://mycase.cloudapps.cisco.com/fieldnotice?fn=FN74052

SCM will validate eligibility and ensure that a request for a particular serial number has not already been submitted. If there is already a request, SCM will indicate RMA already submitted and NOT eligible for replacement.

Provide the following information:

  1. Affected serial numbers. Note that a serial number entitlement check may be performed.
  2. One ship-to address per request.
  3. Service Request number (SR#). This is not required, but if one exists, enter it for better tracking purposes.

Order entry supports up to 50 serial numbers per request. For more than 50, submit additional requests.

Revision History


VersionDescriptionSectionDate
1.0Initial Release—2023-OCT-27

For More Information

For further assistance or for more information about this field notice, contact the Cisco Technical Assistance Center (TAC) using one of the following methods:

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