Cisco TelePresence Touch 8 Freezing

[Edward Northcott]

Hi,

I have multiple Cisco touch 8 devices paired to C20 codecs, almost every morning when we check the systems there are 1 or 2 Touch Panels that are frozen. To get them out of this state we have to disconnect the power of the Touch panel and reconnect it, when it comes back up it works 100%.

These systems were origionally on TC6.2 and I downgraded to TC6.0.1 but this did not solve the issue.

I have attached the logs from this morning when this happened it seems like the Touch device froze at 04:34 and then I rebooted the device at 06:34.

your assistance will be much appreciated.

Regards   

Edward

[Martin Koch]

If you do not get a better answer here and you have a valid service contract I would recomend you to

use the menu option on the right top to escalate this case as a service request to Cisco tac.

Its worth looking through the bug search as well:

https://tools.cisco.com/bugsearch/search?kw=telepresence%20touch%20&pf=prdNm&sb=anfr&srtBy=byRel

Do you know what  fe80::da67:d9ff:fe79:7e00 is?

How big is your network, how many video systems and touchpanels are in the same layer2 / logical network?

Have the feeling there is some conflct, the device looses connection and crashes.

Sep 12 04:34:39 localhost kernel: eth0: IPv6 duplicate address fe80::da67:d9ff:fe79:7e00 detected!

Sep 12 04:34:40 localhost dhclient: DHCPDISCOVER on eth0 to 255.255.255.255 port 67 interval 5

Sep 12 04:34:40 localhost kernel: ------------[ cut here ]------------

Sep 12 04:34:40 localhost kernel: WARNING: at kernel/irq/handle.c:130 handle_irq_event_percpu+0x68/0x170()

Sep 12 04:34:40 localhost kernel: irq 379 handler twl_rtc_interrupt+0x0/0x8c enabled interrupts

Sep 12 04:34:40 localhost kernel: Modules linked in: yaffs2multi loop

Sep 12 04:34:40 localhost kernel: [] (unwind_backtrace+0x0/0xf0) from [] (warn_slowpath_common+0x4c/0x64)

Sep 12 04:34:40 localhost kernel: [] (warn_slowpath_common+0x4c/0x64) from [] (warn_slowpath_fmt+0x2c/0x3c)

Sep 12 04:34:40 localhost kernel: [] (warn_slowpath_fmt+0x2c/0x3c) from [] (handle_irq_event_percpu+0x68/0x170)

Sep 12 04:34:40 localhost kernel: [] (handle_irq_event_percpu+0x68/0x170) from [] (handle_irq_event+0x28/0x38)

Sep 12 04:34:40 localhost kernel: [] (handle_irq_event+0x28/0x38) from [] (handle_edge_irq+0x100/0x130)

Sep 12 04:34:40 localhost kernel: [] (handle_edge_irq+0x100/0x130) from [] (generic_handle_irq+0x28/0x3c)

Sep 12 04:34:40 localhost kernel: [] (generic_handle_irq+0x28/0x3c) from [] (handle_twl4030_sih+0x8c/0xbc)

Sep 12 04:34:40 localhost kernel: [] (handle_twl4030_sih+0x8c/0xbc) from [] (generic_handle_irq+0x28/0x3c)

Sep 12 04:34:40 localhost kernel: [] (generic_handle_irq+0x28/0x3c) from [] (twl4030_irq_thread+0xa4/0xf4)

Sep 12 04:34:40 localhost kernel: [] (twl4030_irq_thread+0xa4/0xf4) from [] (kthread+0x80/0x88)

Sep 12 04:34:40 localhost kernel: [] (kthread+0x80/0x88) from [] (kernel_thread_exit+0x0/0x8)

Sep 12 04:34:40 localhost kernel: ---[ end trace bd88ada094abf6cc ]---

Sep 12 06:35:06 localhost ntpd[1300]: ntpd exiting on signal 15 (but 15 could be a wanted resetart)

Please remember to rate helpful responses and identify helpful or correct answers.

[Haydn von Imhof]

Hi Martin

The video network Edward has is quite large, however we have only deployed three Cisco touch devices as a POC on existing codecs.

Some of the changes we made yesterday was to upgrade the Codecs to TC6.2.1 and switch the touch devices over from DHCP to reserved static address.

We will monitor from here and see if the issue returns.

[Christian Gonzalez]

Hi, I have the same problem here, I like to know if the codec upgrade to TC6.2.1 and the change on DHCP to static address fixed the problem?

Regards,

Chris

[Edward Northcott]

Hi Christian,

After a long investigation we found that the night shift cleaners were cleaning the panels with wet cloths. This causes the panel to stop responding to touches however everything else on the panel remains functioning. We placed labels on all our panels requesting stating 'do not clean' since this was done we have not had another 'frozen' panel.

p.s. The panels should be cleaned with a dry microfibre cloth.

Regards

Edward

[Jonas Tysso]

Hi Edward,

Notice that this only affects new version Touch sensors. The version number can be checked using the xAPI

"xStatus Experimental Peripherals ConnectedDevice"

For the new touch sensor, HardwareInfo will read: 101654-x

For the old touch sensor, HardwareInfo will read: 101650

This bug has been fixed and will be added to TC7.1. The reference id is CSCul83650.

Cheers,

Jonas

[Christian Gonzalez]

Thank you very much, this information was usefull,

Best Regards

Chris