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The 7970 IP Phone is stuck at the logo screen or otherwise is locked up after firmware upgrade attempt

Core Issue

This issue is documented in Cisco bug ID CSCed37125.

The issue consists of one of these conditions:

  • The date is January 1st, 2004.
  • The date is on or after February 29th, 2004.

This issue can also occur due to Cisco Bug ID CSCef22943. With this bug, a 7970 IP Phone becomes inoperable after a software upgrade, and the following conditions are observed:

  • The Cisco logo appears on the screen with a check box in the bottom left corner.
  • The    Line LEDs blink from top to bottom in green.
  • The phone does not respond to any user input.

Resolution

To work around this issue, perform these steps:

  1. To download the new phone load, upgrade to Phone Load 5-0-3-0s or later and power cycle the 7970s.

    The 5-0-3s load is available to registered Cisco.com users at Software Download: Cisco IP Phone FW 7900 Series (NON SIP).

    Note: The file name is cmterm-7970-sccp.5-0-3.exe.

  2. If the phone hangs on boot up and does not upgrade to 5-0-3-0s, reset the phone to the factory defaults.

    Note: The phone must be on a network providing an IP address and TFTP server address using DHCP. The  alternate TFTP setting is erased when using this procedure, requiring the TFTP server address to be provided by a DHCP server to get the phone upgraded.

    Perform these steps:

    1. Power off the phone.
    2. Hold down the number sign (#).
    3. While holding down the number sign (#), connect an AC adaptor to the phone.
    4. Continue to hold down the number sign (#) until the line buttons blink amber.
    5. Release the number sign (#).
    6. Enter: 1 2 3 4 5 6 7 8 9 * 0 #.
    The lights should change color from amber to red. The phone is now resetting to factory defaults.

If the procedure does not work, perform it again with a different number sequence:

  1. Power off the phone.
  2. Hold down the number sign (#).
  3. While holding the number sign (#), connect an AC adaptor to the phone.
  4. Continue to hold the number sign (#) until the line buttons blink amber.
  5. Release the number sign (#).
  6. Enter: 3 4 9 1 6 7 2 8 5 0 * #

The lights should change color from amber to red. The phone is now resetting to factory defaults.

Comments
New Member

I recently had the same problem, ive written a post about it on my  blog, i suggest anyone who is having the same problem.

http://www.zenbix.com/cisco/how-to-fix-upgrading-blank-screen-on-cisco-ip-7961g-7941g-7970.html

This should cover most things up too.

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