A little help with a used UC520

Answered Question
Jun 4th, 2010

Upon the advice here, I just received a used UC520-8U.  (I'm having constant problems with a SPA9000/SPA400 with 10 SPA504g phones.  So I asked here if the UC500 is reasonable.  I bought used on Ebay because a new one is too expensive.)

When I powered it up the 8 RJ45 LAN green lights came on, but then when off about 30 seconds later.  When I plugged in a PC they are not live.  The WLAN jack is live, but I don't know the IP address.  I called Cisco tech support to inquire about a hard reset button, but I need a Cisco tech support contract, however the tech mentioned there's no reset button and to connect to the CLI.

I did not get the RJ45/Serial cable with the UC520, so I haven't been able to try the CLI.   I've looked on the Cisco website for a detailed UC520 admin manual, but I've only found a Quickstart guide (and also the CCA and other web manuals).  Is there a more detailed manual somewhere?  I'd like to know the pinout of the RJ45 so I can make my own serial adapter cable.

So - any hints for how to proceed?


Thanks.

I have this problem too.
0 votes
Correct Answer by David Hornstein about 6 years 6 months ago

Hi Bill,

I have unicast a email to your gmail account.  Upgrading SHOULD be a easy process now that you have all the software.

If i can avoid CLI, i will avoid CLI.

regards Dave

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David Trad Fri, 06/04/2010 - 21:35

Hi There,

Firstly I would encourage you to consider purchasing SMARTnet on the UC-500 appliance, it is an extremely small price to pay, and you will not realize how useful it is until you really need it.


Secondly, I would have a guess that whom ever you purchased it off didn't know how to reset it to factory defaults and decided to sterilize it by deleting the NVRAM, I highly doubt that the ports are faulty, not all 8 of them, if you plugged a PC into them and you didn't get an IP address, it would be because the system may have zero config on it.

What you need is a console cable, you can get these just about anywhere, go to your local swap meet club I am sure you will find a ton of them there. You may also need a Serial-2-USB adapter, this will convert the serial back to USB so you can use it on your computer.You will also need a program like Putty or SecureCRT and other derivatives so you can jump on the command line.

Once you get command line access you can then see what is really going on.

You will also need to ensure you have an IOS on the card reader, and also the default config file (Which I will post for you up here, but not the IOS), the only thing I fear for you is that the person who sold it to you might have also wiped the flash card, so you may want a reader that can read compact flash cards and check and see what is on the card.

Again I will reiterate, purchase a SMARTnet contract, this is not a home device, it is a business appliance and like anything in business don't take a chance for chances sake.

Cheers,

David.

William Paulsen Sat, 06/05/2010 - 14:40

Thanks, I just ordered SmartNet online, I'll need to wait a few days until it's registered.

But I was able to connect a terminal to the serial port on the UC520.  I did a reset, and set names and passwords but I still can't figure out the settings to get web access through an ethernet port.

David Hornstein Sat, 06/05/2010 - 15:53

Hi,

I'm guessing if you can get CCA, hopefully 2.2.4 you can also get to the latest software for your UC520.

I would suggest, if your Cisco Connection Online (CCO)  userid and password is still valid,  that you go to the small business site again and download the latest version of UC520 software uc520-8.0.2.zip from the following URL;   https://supportforums.cisco.com/docs/DOC-9829

Step 1.  goto the following link which is the technical enablement labs and look at Lab exercise 1.

https://supportforums.cisco.com/docs/DOC-9836

  This should help you navigate around CCA to be able to perform a software upgrade.

Step 2.  Using CCA perform a software upgrade, using the uc500-8.0.2.zip file that your previously downloaded.

Note: there are two tick options to clean flash and restore factory defaults.  Take those tick options.

This will same time, part of the upgrade process is to  reset your UC520's CME as well as CUE back to factory defaults.

Step 3.  After the unit completes the software upgrade and reloads with the new IOS version, you should then be able to get out to the internet,  The default configuration settings allow for DHCP of FastEthernet 0/0 (wan port)  IP interface.

You should then be able to browse the web and use CCA to configure this 'office in a box'  product.

Have fun...

regards Dave

William Paulsen Sun, 06/06/2010 - 05:34

Thanks, those are very good links to how-to docs.  But unfortunately I can't get CCA to connect to my UC520, I can't figure out how to enable the RJ45 ethernet ports.  The factory reset configuration really does not do a true factory reset - some extra settings are needed.  This was discussed in a posting here a few months ago, but there was no resolution posted.

David Trad Sun, 06/06/2010 - 15:36

Hi there,

I can't figure out how to enable the RJ45 ethernet ports.  The factory 
reset configuration really does not do a true factory reset - some extra
 settings are needed.  This was discussed in a posting here a few months
 ago, but there was no resolution posted.

Something is not right there, and i would to see if we can explore this a little further.

Is there a chance you can grab the running configuration of the system?

Please do the following:

  1. Fire up putty as per normal
  2. Set putty up so it logs it to a txt file (Put it on your desktop)
  3. Log into the router
  4. ROUTER# sh run (This is the command you will run)
  5. remove all sensitive information from the file
  6. Upload the txt file up here

I really need to see the running configuration to try and understand what is going on.

If possible in a separate document can you do a ROUTER# sh diag

I wait for your response.

Cheers,

David.

David Trad Sun, 06/06/2010 - 20:18

Hi there,

I don't know what your name is so I will just call you Paul (Its in your tag)

Providing that file helped a great deal, I can establish this at least:

  1. There is no default config on the system, either something went wrong when you tried to copy over the .cfg to the system, or
  2. You wrote the memory straight after the "copy flash:/ start" command, which would have then overwrote the new default config file
  3. Or some super natural event happened where those little green gremlins are running around in your system, and we need to find a way to arrest them for trespassing

The running configuration is just missing way to much information to operate, as it stands now if you plug something into the FE ports, it will not know what to do with it because there is no config on the system.

Try the following and see if this will work (Although i am not overly hopeful):

ip dhcp relay information trust-all
ip dhcp excluded-address 10.1.1.1 10.1.1.9
ip dhcp excluded-address 10.1.1.241 10.1.1.255
ip dhcp excluded-address 192.168.10.1 192.168.10.9
ip dhcp excluded-address 192.168.10.241 192.168.10.255

!
ip dhcp pool phone
   network 10.1.1.0 255.255.255.0
   default-router 10.1.1.1
   option 150 ip 10.1.1.1

!
ip dhcp pool data
   import all
   network 192.168.10.0 255.255.255.0
   default-router 192.168.10.1

This may (Operative word being MAY) get you up and running so you can at least get CCA operational and reset the system back to factory defaults properly.

You can copy the above and paste it into the system in global configuration level, I have color coded it so you do it in the right order, start with Green first, then Blue and finally Red, do not dump it all at once, do one section at a time and take note of any errors if any that pop up.

I am strapped pretty hard at work today, I have so many requests coming in out of no where, I honestly do not have the time to go over the rest of the config (I will when I get home though tonight).

If this works for you straight away, then you can be sure iw ill have a beer for you and celebrate the success

Talk to you soon Paul

Cheers,

David.

David Hornstein Sun, 06/06/2010 - 20:27

Hi David,

Unless i'm suffering from domestic blindness I did not see a IP configuration for VLAN1 in the show run in Pauls configuration.

If that is the case,  it would also be useful to paste the following commands as well as well as yours when in configuration mode;

interface Vlan1

ip address 192.168.10.1 255.255.255.0

ip virtual-reassembly

exit

write mem

Then see if you can get to the UC500 via CCA.  If you can get to CCA perform a software update as per the attached screen capture.

regards Dave

Attachment: 
David Trad Sun, 06/06/2010 - 20:29

Hi Dave,

Ok you forced me to have a look LOL

Yes your right, so your extra configuration is indeed needed.

Now back to having lunch and getting ready for round two of the ear thumping.

Cheers,

David.

William Paulsen Mon, 06/07/2010 - 07:58

Thanks,

I entered all the commands, but the ethernet port where my PC is plugged into does not give out an IP.  And if I set the PC to a static IP, the UC520 does not respond to pings.

Bill Paulsen

David Trad Mon, 06/07/2010 - 13:34

Hi Bill,

We then move to the next level, I would like to remote desktop to your system whilst it has a console cable plugged into the system.

If you can find a way to set this up, and at a time when I am awake I am more then happy to look at this and get it going for you (assuming there is no fault with the hardware).

I will have to log onto your system using Team Viewer (http://www.teamviewer.com/download/index.aspx) and download the quick support to your desktop, i do not have access to WebEx so this will have to do.

If you are up to it, i am willing to do this.

Cheers,

David.

David Trad Tue, 06/08/2010 - 01:54

Hi Bill,

Sadly your Internet died on me (Or i broke it ) so I was unable to do any final tests on the system, however I believe I have put it in a state where you can work on it.

Steps you need to follow now:

  1. Download Software Pack 8.0.2 (The system is currently running 12.4(20) T1)
  2. Disconnect the UC-500 from anything and everything
  3. Turn of on your PC all other adapters except the Ethernet one (Make sure you disable them)
  4. Connect your PC via network cable to the UC-500 and wait for it to get an IP address
  5. Fire-up CCA and navigate it to connect to 192.168.10.1
  6. Make sure CCA will connect... But do not do anything just yet

Do not attempt to reset it to factory defaults, you have no UC-500 software pack to work of so there will not be a factory default file.

I had tried many times to reset the system back to factory defaults with the .CFG file i uploaded for you, no matter what I did it would not stick, either the file is corrupt (I do not believe so in this instance) or due to the IOS you are running it would not work (Have no clue on this one).

I am fairly certain this should work now, I went beyond just standard configuration and done all your BV's Vlan's and also the Interfaces, nothing was on the system it was quite blank, all the FE ports had no configuration and were all shut down.

Please let me know how it goes, if it works then I am sure you can handle it from there, if not send me another e-mail, and if I am able to i will continue to assist you, but keep in mind once your SMARTnet comes through you will have access to Cisco TAC and they are extremely helpful

Good luck champ.

Cheers,

David.

William Paulsen Tue, 06/08/2010 - 19:21

Thanks for your help, David.  I can't download the 8.0.2 software pack because I don't yet have the SmartNet contract. (I've had to email a photo of the serial number sticker and also a screen shot of the show version command.)

Bill

David Trad Tue, 06/08/2010 - 21:12

Hi Bill,

Can you confirm if what i did actually worked? Or havent you had a chance to check?

Cheers,

David.

William Paulsen Wed, 06/09/2010 - 08:42

David,

I plugged a PC into one of the UC520's ethernet ports, and eventually the PC got an IP.  But when I ran CCA on the PC, it could not find anything at that IP address, and there was also no web server running either.  So, I'm now just waiting for my SmartNet contract to come through.

Bill

Steven DiStefano Wed, 06/09/2010 - 23:59

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See the following link: http://www.cisco.com/en/US/prod/hw_sw_relicensing_program.html

In essence, for the used product, the software license on the UC500 is not transferrable so new licenses must be purchased as well as the hardware must be inspected before it can be placed on a contract.

Steve DiStefano

U.S. Sales at Cisco

David Trad Thu, 06/10/2010 - 03:34

Hi Steve,

I believe he has gone through that process allready ... Unless i have misinterpreted what has been written.

If not and he can not get SMARTnet, then i will gladly program the system up for him as it currently stands, i would hate to see an investment like that go to waste.

Cheers,

David.

William Paulsen Thu, 06/10/2010 - 03:37

Fortunately I'm using the base software configuration that comes with the UC520 (ie, 8 users), so there's no software transfer fee needed in my case.  This is from http://www.cisco.com/en/US/prod/cisco_software_transfer_relicensing_policy.html

1. Software Bundled with Hardware: In situations where Products combine Hardware and Software and there is no separate Product code or License Fee charged for the Software on the applicable Cisco then-current published price list at the time of transfer (and therefore a separate License Fee for the Software cannot be determined), an exception will be made to allow for the transfer without the transferee being required to pay a new License Fee.

Bill Paulsen

William Paulsen Fri, 06/25/2010 - 17:20

If anyone is still following this thread:  I bought a used, out of warranty, but working UC520 a few weeks ago, for my wife's business with 10 IP phones and 4 analog PSTN lines.  I successfully purchased a SmartNet plan. But things are not going well.

I've been on the phone with TAC support for a total of about 6 hours during the last few weeks (I was away for about 1 week).  I'm at the point where I can plug a PC into one of the 8 ethernet ports, and the PC will get an IP from the UC520's DHCP server.  And I can see a web server at 10.1.10.1 and .2.  But absolutely nothing else interesting works.  IOS updates seems to go OK, but then fail.

And the TAC support person says not to use CCA for anything, just use the CLI, and maybe the web pages at .1 and .2.  I had posted a message here asking if the UC520 actually worked and could be configured, and people suggested CCA is the way to go, and the online docs looked reasonable.

Anyways, my question is simply:  Do UC520 installations actually work, reliably???  Ie, do incoming PSTN calls get answered and routed, Voice mail works, even minimal AA???

And do people really do all configuring with CLI???  Why does Cisco promote CCA with colorful brochures and docs if it's not supported by TAC???

David Trad Sat, 06/26/2010 - 00:40

Hi Bill,

If anyone is still following this thread: 

**Puts Hand Up \o***

I've been on the phone with TAC support for a total of about 6 hours 
during the last few weeks (I was away for about 1 week).  I'm at the 
point where I can plug a PC into one of the 8 ethernet ports, and the PC
 will get an IP from the UC520's DHCP server.  And I can see a web 
server at 10.1.10.1 and .2.  But absolutely nothing else interesting 
works.  IOS updates seems to go OK, but then fail.

Well the first problem is we need to get this system working of a stable platform, I am sure TAC has most likely looked at this, but I would be willing to explore this with you again.

And the TAC support person says not to use CCA for anything, just use 
the CLI, and maybe the web pages at .1 and .2.  I had posted a message 
here asking if the UC520 actually worked and could be configured, and 
people suggested CCA is the way to go, and the online docs looked 
reasonable.

Right this is always going to be a red hot topic, the one thing to do is turn a CLI jockey into a GUI Guru, people who have spent the better part of the engineering life working on a command line are usually adverse to using any form of GUI manipulation, lets face it no one really likes change right? Due to my lack of command like experience 2 years ago I was all for a GUI system when it came to Cisco products, everyone else laughed at me, then I was forced to learn the command line (And I know now I will never master it), having now experience with the command line I do show it some bias, there is more control on the command line then with the GUI, but there is also the noose factor (You put the noose around your neck and hang yourself, Cisco doesn't), so there is a leaning now on my part for a usable and workable GUI system, and I think without a doubt it is needed. I guess the best advise I can give you is, DO NOT fall into the CLI v GUI debate, they both serve their own purposes and both have their faults and positives, there is no best solution/system.

Anyways, my question is simply:  Do UC520 installations actually work, 
reliably???  Ie, do incoming PSTN calls get answered and routed, Voice 
mail works, even minimal AA???

I sense teh frustration and the eagerness to hit something right now, sadly been there and even done it

With my hand on my heart I tell you with all honesty you have a brilliant system there, your troubles are not often encountered to the degree you are facing, but I point out this fact, and I hope I do it without causing offence; Equipment such as this really should be worked on by experienced engineers, whilst they can be worked on by people with little knowledge about how they work, the end results often more then not end up right where you are, HENCE why Cisco work tirelessly on the R&D for CCA and actively promote it, the idea is to allow the non experienced people to at least have a resemblance of a chance to configure the system up.

And do people really do all configuring with CLI???

2 Years ago yes, today NO

Why does Cisco promote CCA with colorful brochures and docs if it's not supported by TAC???

Ok a very good question, the only answer I have is that it would appear Cisco are in a transitional period of migrating support for these SMB systems to their SMB support team which are not TAC personal, again it would appear that the staff are trained on how to provide support using CCA and only CCA, if it requires command line support then I suspect it would get escalated then to TAC (Maybe???). Again try not to get caught up in the GUI-v-CLI questions and debate, I promise you it will do your head in, and may even turn you to the amber liquid.

As per usual, I am happy to extend to you my time to see if I can help you out, the same as last time I am even willing to log into your system remotely and see if I can upgrade it to the latest IOS for you, and Apply Factory Default settings, and even set the system up with a basic configuration for you, if this will help you and get you on your feet so you can manage the rest of it with CCA, then I am willing to donate my time to you.

Cheers,

David.

William Paulsen Sat, 06/26/2010 - 05:47

Thanks for your comments.  I'm not so sure about the CCA - I'm simply looking around, and about every minute or so I get a Java null pointer error popup. I'm not setting anything, just looking.  I simply dismiss the popup, but I wonder how can anyone actually configure a system with these error?  (It's version 2.2, which I think is the latest)  And I just went another 3 hour round with TAC support last night.  The only thing I got accomplished was to allow the UC520 the ability to work as a route, where the WAN port is connected to another router, which then go the ISP.  I can't understand how this could take 3 hours of several webex sessions, just to get to that step.  How many years to configure a phone???  Or a dialplan???

David Trad Sat, 06/26/2010 - 06:16

Ok Bill,

Something is not right and I am a little concerned with how everything is working out for you.

If you get a chance to, give me a crack at your system again so I can have a chance to restore your confidence in Cisco, I am certain I can get things right for you.

I can do it via SSH or remote desktop either way I am happy.

Cheers,

David.

David Hornstein Mon, 06/28/2010 - 07:49

Hi David,

I have been following this thread, obviously not as extensively as you.

You have recognized the need for ;

1.  factory default of the config (CUE and CME)

2.  Software upgrade to uc520-8.0.2.zip

Then CCA version 2.2.4 will work.

Bill has a support agreement with Cisco now.  So his Cisco connection Online (CCO) login should allow him to download software CCA and the upgrade package  for his UC520.

But his CCO ID  doesn't, maybe.

So might be the problem.... At this point his/her CCO ID is probably not associated with the Smartnet Contract number.

Bill should ;

Step 1. Call the local Cisco office and ask to speak with "Cisco Customer Service"

    (the operator that takes the call should know where to direct that request.)

Bill could also ask to speak with the Partner Relationship Team as well, both will lead to customer service.

Step 2. Confirm that you are speaking with "Cisco Customer Service," if not ask them to redirect you to the appropriate folks

Step 3. Tell Customer Service of your predicament, they will need the smartnet contract number and your CCO ID.


Step 4. Hopefully they will then associate the smartnet contract number to a CCO ID profile.

I have heard mention that they associate the smartnet contract number with a company number and sometimes they just associate the CCO ID with the company.  But the Customer Service Rep should be able to do that for Bill and handle that red tape.

regards Dave

William Paulsen Mon, 06/28/2010 - 08:12

Thanks for all the comments.  I need to allocate a few hours of time on the phone with TAC later today.  I've already downloaded UC520-8.0.2.zip and CCA 2.2.4.  But I no success using the CCA to update the 8.0.2 software, even after a factory reset. This seems to be a problem other people also have, so I'm certainly not alone here.  TAC supported suggested doing the update from CLI using ftp, but I pointed out the flash card didn't have enough free memory to do this.

I hope you understand why I must continue to ask this question: Does Anyone have a working UC520 system, anywhere???  It's really hard for me to believe this, given the buggy CCA and all the time required to do what I think should be very very simple things.  (Note that I've used/setup/admin'd Linux systems for many years so I'm not CLI adverse.)

Correct Answer
David Hornstein Mon, 06/28/2010 - 08:38

Hi Bill,

I have unicast a email to your gmail account.  Upgrading SHOULD be a easy process now that you have all the software.

If i can avoid CLI, i will avoid CLI.

regards Dave

William Paulsen Mon, 07/12/2010 - 13:27

Thanks Dave Hornstein for his help in getting my used UC520 up and running.  TAC was able to do a minimal level of revival, but not enough to get the UC520 to a full factory reset, which Dave was able to do.

I've now got a UC520 running mostly OK, with 8 IP phones, 3 analog FXS phones, and 4 PSTN lines, in addition to about 25 PCs, printers, and cameras.

Bill

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