Field Notice: FN - 64071 - CP-8831 DCU (Keypad) Problems - Software Upgrade Recommended

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.

Revision History

Revision	Publish Date	Comments
1.0	26-Jan-16	Initial Release
10.0	25-Oct-17	Migration to new field notice system
10.1	14-Jan-19	Fixed Broken Image Links

Products Affected

Affected Product ID	Comments
CP-8831-BR-K9=
CP-8831-DCU-S=
CP-8831-EU-K9=
CP-8831-J-K9=
CP-8831-K9=
CP-8831-LA-K9=
CP-8831-TW-K9=

Defect Information

Defect ID	Headline
CSCvf34445	There were no defects filed with this field notice at the time of publication.

Problem Description

CP-8831 with a V02 keyboard boots up to a blank LCD at installation or shows the Cisco logo. The 8831 appears as if the keyboard unit (display control unit - DCU) is bad, however this is not the case. This occurs when the 8831 has been downgraded to firmware version 9.3.3. In order to fix the issue the phone must be upgraded back to 10.3.1SR2, which requires a stepped upgrade. Details are in the Workaround/Solution section.

All units with serial numbers between FOC1926xxxx and FOC1952xxxx are affected.

Background

In manufacturing there was a component change to the DCU that requires new firmware in order to operate. The original firmware 9.3.3 does not contain the driver necessary to operate the DCU. That driver is only available in firmware versions 10.3.1-SR1 and later.

The 10.3.1-SR1 firmware does not have the blocker that prevents the 8831 from downgrading to an earlier firmware version.

Customers who have standardized on the 9.3.3 firmware, for example, will see their new 8831 downgrade to 9.3.3 automatically which disables the operation of the DCU.

Even if the customer completes a Return Material Authorization (RMA) for the 8831 and installs a new replacement 8831, the same problem occurs because of the way the firmware is managed.

Problem Symptom

CP-8831 boots up to either a blank LCD or an LCD that shows the Cisco logo at installation. The unit shows registered in CUCM and might receive calls, but no calls can be placed.

Workaround/Solution

All units with serial numbers between FOC1926xxxx and FOC1952xxxx are affected.

For CP-8831 devices with a V01 designation, no action is required. These devices do not have the new DCU hardware and therefore have no driver dependency within the firmware.

For CP-8831 devices with a V02 designation, in order to prevent this issue from occurring, see the Solution section. If this issue has already occurred and is need of recovery, see the Workaround section.

It is possible, at the time of this release, that 10.3.1(SR2) will not yet be published. In that case use 10.3.1(SR1).

Solution

In order to prevent the 8831 V02 from downgrading firmware prior to connection to the network when the CUCM default load is 9.3.3, complete these steps:

1. Download 10.3.1-SR2 from Cisco.com.
2. Load the 10.3.1-SR2 firmware onto the TFTP server.
3. Restart the TFTP service on the CUCM.
4. Point the new 8831 to the 10.3.1-SR2 load from the administration page for each new device.
5. Connect a new 8831 to the network and it will upgrade to 10.3.1-SR2.

Workaround

In order to recover CP-8831 V02 units that have already downgraded to 9.3.3, complete these steps:

1. Download cmterm-8831-sip.9-3-3-TO-10-3-1-v2.zip from Cisco.com.
2. Load the cmterm-8831-sip.9-3-3-TO-10-3-1-v2.zip firmware onto the TFTP server from the TFTP File Management Page.
3. Restart the TFTP service on the CUCM.
4. Point the new 8831 to the cmterm-8831-sip.9-3-3-TO-10-3-1-v2.zip load from the administration page for each new device.
5. Connect a new 8831 to the network.
6. After the 8831 has upgraded to 9-3-3-TO-10-3-1-v2, point the 8831 to the 10.3.1-SR2 load from the administration page for each new device.
7. Initiate reset to load 10.3.1-SR2.

Firmware releases 10.3.1 SR2 and later contain the downgrade blocker.

How To Identify Affected Products

See these images for examples on where to locate the version number for your product.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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