Having problems with our TelePresence Intergrator C40. I wasn't present for the change, but another tech changed the IP, GW, etc and rebooted through the web interface. Once it rebooted it never came back up. Connecting to the codec serial port I get the following message:
Couldn't connect to TANDBERG software.
I've attached the full boot sequence. Any ideas of how I can get an OS uploaded or to fix this?
My hands are tied, not getting a response from the vendor, I took over this system which was put in place 3 months ago and I'm unable to get ahold of the people that coordinated the install. The S/N is registered to another support contract not covered under any of my contracts associated with my profile when trying to open a TAC and I'm getting alot of heat to get this thing fixed ASAP.
Thanks for any help!
Try connecting a serial cable to the codec and reboot the codec. Stop the boot by pressing 'b' and 'c'( you should see the instruction on yr pc screen) then you should see the AMERICA > prompt.
Type selectsw and you should see 2 image. Try to select and boot up from the non active one. E.g If image 1 is the current active one, the you choose Omar 2 by sending this selectsw image2, then reboot your codec to see of it boots up.
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As steps mentioned by Teck will work if you have their are two software on your system, please let us know, if above worked for you or not.
There is another way through which we can store new software, let me know i can mail you files required and steps to complete process.
i have same problem on C20, when try selectsw command i found only one image" image1 active"
how can I store the new software to the device?
So your codec cannot boot up properly or is it in a constant reboot state?
Can you ssh/scp to the unit and try to remove the config.db file and see if that helps.
Else, send me your email and can email the files and steps to you to use tftp to transfer files to the codec.
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The device didn’t boot at all, the front led keep flashing green.
Can you send me the file and the steps to load the software.
Ahmad Hassan Ahmad
Technical Support Engineer
Description: Description: cid:image001.jpg@01CBBD51.7A4C9130
Egyptian Micro Solutions
Tel : +202- 240 14 583
Fax : +202- 2261 41 31
Mobile: +20- 0111 006 12 81
8 Abou Zar El-Ghefari St.-7th District
Nasr City - Cairo -Egypt
Website: <>> www.emsegypt.net
Can you send me those details also?
Having the same issue with a C40, but I do see both image1 and image2 (active 2), now if I try to make image 1 active it just keeps rebooting and image 2 gives me the error "Couldn't connect to TANDBERG software".
I'll probably call into tech support within the hour if I don't hear back.
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Please use serial cable and break boot process using
prompt b and c
type following command
after that login as root
type cd /mnt/base/active
and reboot your codec
I had that same issue back in Dec where two of my brand new C60 codecs acted in the same similar fashion
it kept rebooting
btw what does removing the config.db do? does it refresh the system?
would you be able to send me those steps as well just in case another codec acts this way and i wont be in frantic to get the unit back up or count on the active responses from my supplier
our resolution at that time was for Cisco to send us to new units as we needed to get the system up in the next two days and they were brand new units so not sure what happened?
Let me provide all steps:
1 Connect a serial cable to the system at 38400, 8, N, 1
2 Reboot the system, and hold b until “Press 'b' to enter u-boot” message appears
3 Press c to stop auto boot, then SATURN> or AMERICA> or anyname> prompt will return.
4 type command setenv othbootargs noboot allowroot
6. type command: rm config.db
this is one of the wat through which you can refresh your codec and it's high level factory reset
7. type command: boot or reboot
8. After this you can login in codec after system come up from reboot
Let me know if oyu required anyother detail and please rate as well.
I get to it until step 5 but the codec will not come back with a prompt as you mention in step 6. I just want to remove the config.db file.
I have a C40 that constantly reboots.
I follow your procedure but after the commnad "setenv othbootargs noboot allowroot " I tryed to boot but I received the message: "
Wrong Image Format for bootm command
ERROR: can't get kernel image! Wrong Image Format for bootm command
ERROR: can't get kernel image!"
And now? Can you help me?
My name is Mubashshir and I am from the Telepresence Support Team. The error says that it cannot find the kernal image. It looks like that the software file has been either deleted or corrupted. I think you should start reload a fresh copy of the software image to the codec and the codec will then boot up without issues.
Please follow the steps mentioned in the following link :
Once, you install a fresh software image, it would come back fine. If you face any other issues, please feel free to let us know.
I think, software image of your system is completly corrupted, hence due to which it's not even allowing us to login in root. It appears its not your config failure, its image failure.
So i think this document will help you to install new image replacing corrupted image.
Hi Mubashshir and Vivek,
thanks for the document.
But I am doing something wrong, because the C40 doesn't get the file from TFTP server:
"AMERICA> setenv serverip 172.20.9.31
AMERICA> setenv tftp_path pkgfiles
AMERICA> setenv americapkg s52000tc5_1_0.pkg
AMERICA> run pkgex
BOOTP broadcast 1
BOOTP broadcast 2
BOOTP broadcast 3
BOOTP broadcast 4
BOOTP broadcast 5
Retry count exceeded; starting again
BOOTP broadcast 1
I have the codec conected to PC just with a serial cable. The files are in the indicated folder and TFTP current directory is point to this one...
Thanks for your help.
You are going in right direction, that's great .
I have one more suggestion you need to enable DHCP service on tftpd software and you also need to connect your Laptop/Pc connected to Codec with Crossover cable and serial cable.
Serial cable ensure that you have output all the time on your Laptop/PC and LAN cable ensure that file is going from your Laptop/PC to Codec.
As Vivek mentioned, we would require a DHCP server for this to work. Please setup the DHCP server using these settings :
Then try to perform the above operation again. If you still get this issue, that means that the IP address on the codec is set to be static and not by DHCP. Type the following command in the SATURN or AMERICA prompt:
This would grab the IP address from the laptop's DHCP server and then you can follow the operation again.
However, in case the codec is not getting the IP address from the DHCP server, we need to make sure that there is connectivity between the laptop and the codec.
Hello again to all,
and thanks for your help, the codec is finally with a correct software image.
But now I'm back to the intitial point: constant reboot of the codec, I can't even digit the user and password......
Also, when you reach the AMERICA prompt, please type selectsw and check which image is active out of the two. It seems that the codec is still booting from the corrupted image.
So after codec recovered, you are not able to login, did you made any configuration changes ?
are you getting login prompt on Codec or anything ?
Do one thing disconnect all the connection from codec except serial and let me know, whether codec still in bootcycle ?
sometimes I'm able to digit the password but just that, then the codec reboots again. Some other times shows ,after digiting the pass admin, the word tsh.
And the other times I'm not even can digit the password, appears the text: "shell: Remote closed connection".
I already tryed with the command: "setenv othbootargs noboot allowroot ".
Vivek, I'm not able to change configuration.
I think image is now loaded; however due to some reason may be some conflict or something.
As you mentioned that there is nothing connected, so it seems that something in config is leading issue, not sure when there is no config change.
Now there is something fast we need to do, i would request one las time time to use
setenv othbootargs noboot allowroot "
, boot/reboot command
r, login as root,
Before we go to intense troubleshooting on this, can you verify something basic. I believe I know what the problem is. Can you check where you have plugged the Camera Control cable on your Camera? You might have plugged it in the Ethernet port which is causing the cyclic reboot. The Camera control cable needs to be plugged in the Visca Camera Control Port. Please check the screenshot below :
Please make sure that this is not what the issue is and update with the results.
that is not the reason, because I have the codec uplugged from everething. I just have the power cable and serial cable connected.
Are you able to get to the AMERICA prompt ? Can you verify by running the command selectsw to check which image is active and also to see if there are two images in the codec, one showing as active.
If yes, then can you type :
Please try this and update with the results.