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Cisco Unified IP Conference Station 7936 fails to upgrade, and the upgrade hangs when it is about 50 percent complete

Core Issue

The Cisco Unified IP Conference Station 7936 (CP-7936) fails to upgrade, which means the upgrade hangs at 50 percent under specific conditions to a different IP phone firmware (FW) load. The specific conditions include a Cisco CallManager upgrade that includes a different firmware load than what is on the CP-7936.

The 7936 phones that run either cmterm_7936.3-3-1-0.bin or cmterm_7936.3-3-2-0.bin loads can fail to upgrade to a new load if the phones first unregister from Cisco CallManager, and then an attempt is made to re-register and upgrade firmware.

The 7936 is stuck in an unusable state. The 7936 does not respond to user inputs through the admin setup interface or telnet.

Resolution

This issue is documented in Cisco bug ID CSCsg95361.

In order to resolve this issue, change the default load on the Cisco CallManager to cmterm_7936.3-3-3-0.bin or later and upgrade the 7936 phones, but do not stop the Cisco CallManager service first.

If the phones experience this problem because the proactive workaround is not performed, power cycle the phones in order to recover them. This works in most cases.

This proactive workaround helps to avoid this issue:

This procedure varies based on whether the Cisco Unified IP Conference Station 7936 is new from the factory or has been deployed and operational.

The upgrade of a 7936 can be completed safely if the phone uses these loads:

  • 3.3(1)

  • 3.3(2)

The software must be upgraded to 3.3 (12) prior to an upgrade of the Cisco CallManager or prior to the phones transfer to a different Cisco CallManager.

If the CP-7936 is new from the factory, complete steps one through four:

  1. Use the Cisco CallManager Administration interface to pre-provision this phone in the database and set the default load for this phone to CMTERM_7936.3-3-2:

       
    1. Choose Device > Phone, and choose Add a New Phone.

    2. Choose 7936.

    3. Configure the phone in the Cisco CallManager database (pre-provision) and set Phone Load Name to /CMTERM_7936.3-3-2/.

       
  2. Do not power down the Cisco CallManager, shutdown the Cisco CallManager service, or upgrade the Cisco CallManager until after step five is completed.

  3. Plug in this phone and let it register with Cisco CallManager.

  4. Once the phone is registered, choose Device > Phone, choose the new phone and erase the Phone Load Name setting so that the phone uses the Cisco CallManager default firmware setting.

  5. Continue with step one in the already deployed section.

If the CP-7936 is already deployed and operational, complete steps one through six:

  1. Download the 7936 firmware version cmterm_7936.3-3-12-0 or later from the Cisco website. The recommended version is cmterm_7936.3-3-12-0.

  2. Install the new firmware on the Cisco CallManager.

  3. Do not power down the Cisco CallManager, shutdown the Cisco CallManager service, or upgrade the Cisco CallManager until after step five is completed.

  4. Verify that the default load for 7936 is changed to the most recently installed load. If not changed, change the default load to the new load, which is cmterm_7936.3-3-12-0 in this case.

    Instructions for Cisco CallManager 3.x and 4.x:

       
    1. Log into Cisco CallManager as an administrator.

    2. Choose System > Device Defaults.

    3. Change the Load Information of Cisco 7936 to CMTERM_7936.3-3-12-0.
       
    Instructions for Cisco CallManager 5.x and later:

       
    1. Log into Cisco CallManager as an administrator.

    2. Choose Device > Device Settings > Device Defaults.

    3. Change the Load Information of Cisco 7936 to CMTERM_7936.3-3-12-0.
       
  5. Issue the reset command from Cisco CallManager to all the 7936 phones. They upgrade successfully.

    Instructions to issue the reset command from Cisco CallManager:

       
    1. Log into Cisco CallManager as an administrator.

    2. Choose System > Device Pools.

    3. Find the device pool where all the 7936 phones are registered.

    4. Reset the Device Pools.
       
  6. Upgrade Cisco CallManager to the new version.

Refer to Field Notice: FN - 62805 - Cisco Unified IP Conference Station 7936 Fails to Upgrade - Upgrade Hangs at 50 Percent Done for more information.

In order to obtain the appropriate software, refer to Cisco Downloads.


Version history
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Last update:
‎06-22-2009 04:43 PM
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