Cisco TelePresence SX20 Manuel de dépannage - Page 20

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Cisco TelePresence SX20 Manuel de dépannage

Maintenance mode

if a video system has a major problem starting it will enter maintenance mode. in this mode you should

see a message on screen or Touch panel showing the ip address of the video system. You can access

the system using a web browser to perform some maintenance tasks.

When you access a system in this state you will see a warning.

Now you can select Maintenance where you have the options to:

•

perform a software upgrade

•

Factory reset the system

•

restart

NOTE

if you attempt a factory reset please obtain the logs from the system first. A factory

reset deletes all logging information. Should you involve support they will need the logs

from the system. Go to

Diagnostics -> Log Files

(see "Basic log capturing" on page 28)

Swapping the software image

in maintenance mode you can also SSH into the system where you have some additional options,such

as to swap software banks and get logs files. The codec has two locations for software. Using the

command below you can change back to the previous version of software installed. This hopefully

clears the problem and you can then upgrade back to the current release.

To see which memory bank is being used enter the command: selectsw

The result shows that the active software image is image2.:

image1

image2 [ACTIVE] [SELECTED]

To swap to the alternate bank (previous version prior to upgrade) enter the command:

selectsw image1

result: Switching to image1

To complete the swap you have to reboot the system by entering the command: reboot

Your system may have Image1 as [ACTiVE] [SElECTED]. in this case you would use selectsw image2.

You can also retrieve logs from the system by ensuring the SSH session is being captured to file and

entering: log. You will then see all the logs being output onto the screen.

D15029.01 Troubleshooting Guide TC6.0, April 2013.

and download all the current and historical logs

Upgrading and downgrading software

To upgrade the system manually use the web interface. From TC6.0 this is a two step process. First

upload the image and then apply the upgrade to the system. Alternatively you can check Upgrade

automatically after upload for the upgrade to be applied immediately

WArNiNG

release keys are needed for major upgrades. See "release and option keys" on page

27 for more details.

Cannot downgrade

please see the Hardware compatibility section below if you are having issues with your system not

downgrading.

Upgrading issues

Ensure you are using the correct image for your system. We offer two versions of the software TC and

TCNC. TCNC is a version with media encryption disabled. if you have a version of TC and mistakenly

upgrade to TCNC software, you will get a message saying you need a new release key even though

you have enterer a valid TC6 release key. To solve this obtain the correct software file and go through

the upgrade process again.

•

For TC6.0 on C Series, EX and MX the normal software is file is s52000tc6_0_0.pkg. The

non-crypto version that requires a different release key is s52001tcnc6_0_0.pkg.

•

For the SX20 the normal file is s52010tc6_0_0.pkg and the non-crypto version is

s52011tcnc6_0_0.pkg.

•

For CUCM users software upgrades are usually applied automatically to the system.

if you have a Touch interface and cannot upgrade your system, check the following field alert:

http://www.cisco.com/en/US/ts/fn/634/fn63448.html

To read more about release and option keys, see "release and option keys" on page 27.

Hardware compatibility

Due to replacement of hardware components there are some constraints on running older software

on newly manufactured endpoints. This is due to end of life of some components and introduction of

new components that require support in the software.

To see a hardware compatibility guide please review the

Troubleshooting Guide TC6.0

release Notes for TC6.0

on the Cisco web site.