Factory reset on C40, remote doesnt work after it boots up. Stuck on blue clouds screen.

[lavanya.palaparthy]

We did a factory reset on a cisco c40 and when it came back up, it was stuck on a blue clouds screen. Tried powering it off and on multiple times, but it wont go past the clouds screen. The remote wont work either, for us to enter an IP address.

[amehla]

Hi Lavanya,

i guess OSD is changed due to which you are facing this error.

try below shortcut from remote control by pointing it toward C40

1. if display is on HDMI port:

  disconnect*#*#01#

means press disconnect button followed by *#*#01# key from remote.

2. if display is on DVI port

disconnect*#*#02#

disconnect is red button on remote. try above steps in quick succession.

[Wayne DeNardi]

If the above fails for you but the device is accessible on the LAN, you could also try via the web interface.  On the Configuration, Video page, scroll down to the "OSD" section.  You can change the value in the "Output" box (1, 2, Auto) to get the menus back on to a different screen.

Or you can do it via the CLI over telnet/ssh with:

     xconfiguration Video OSD Output: 1

          or

     xconfiguration Video OSD Output: 2

          or

     xconfiguration Video OSD Output: Auto

Wayne

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[lavanya.palaparthy]

Wayne, we dont have network access to the unit.

[Wayne DeNardi]

Given that you have physical access to the device (ie, to be able to use the remote), can you put it on the network, or use a laptop with a crossover cable to get network access to access it?

Or, with the laptop, get a serial connection to the codec and issue the commands that way?  This may also help to see why it's getting stuck...

Wayne

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[lavanya.palaparthy]

Tried this, but the codec wont respond

[amehla]

Hi Lavanya,

the above provided method should work, you may need to perform it 2-3 times . its bit tricky.

only other method (except network access) is to change the output from codec manually, i.e, connect display to HDMI if current it connected to DVI and vice versa.

[scameron1]

I know this is an olllld post but I now have this issue.  The whole disconnect *#*#01#  doesn't seem to work ... Is this SW ver dependant?  I have a TRC5 remote

[Wayne DeNardi]

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@scameron1 wrote:

I know this is an olllld post but I now have this issue.  The whole disconnect *#*#01#  doesn't seem to work ... Is this SW ver dependant?  I have a TRC5 remote

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I don't think the process has changed in a long while, I used to use these commands back in the TC3 and TC4 days, and they still work the same in TC7.x.

Make sure you hit the disconnect (Red phone icon) button first before the * # process (as per the screenshot below from the Admin Guide).

[Justin Ferello]

FWIW, I have the same problem with an EX90 right now too.  The factory reset from the power button does not work, touch panel does nothing, remote control does nothing, just sitting at the clouds.  Tried using Cisco's special serial cable and we get nothing.

Thank you,

Justin Ferello
Technical Support Specialist
KBZ, a Cisco Authorized Distributor
http://www.kbz.com
e/v: justin.ferello@kbz.com

[amehla]

Hi Justin,

remote control will not work on EX90 above TC 6 version and are official not designed to work with it.

do the touch panel powers up at all ? do you see any error on touch panel ?is it pairing up with EX90 ?  if yes, try factory resetting touch panel :

• The Cisco TelePresence Touch device can be factory reset by pressing the exclamation mark for 10 seconds until it lights up, then
• Press the mute button twice. The touch panel should reboot after a couple of seconds with factory settings.

try to connect alternate touch panel and check if it works or not.

[Justin Ferello]

Amit,

I know the remote is not supported, but I was trying anything

The touchpanel initially came up with just the spinning circle on the screen and never did anything, we rebooted the EX90 a couple times and tried the factory reset, now the Touchpanel does not even turn on, no lights nothing.  We move the touchpanel to another working EX90 and it still does not work, which it did before.  So whatever is wrong with this EX90 fried the touchpanel, I will not try another one.

Thank you,

Justin Ferello
Technical Support Specialist
KBZ, a Cisco Authorized Distributor
http://www.kbz.com
e/v: justin.ferello@kbz.com

[Gandhi.Padala11]

Hi Team,

I have a C40 codec with me some one changed the password it's not allowing m to change the settings through remote even on webpage, please suggest me in order how I can reset the password manually or X'' Commend

[Patrick Sparkman]

I assume you have access to the C40 via SSH since you mention xCommand, if that is the case, you can use:

xCommand SystemUnit AdminPassword Set Password: <password>

If you do not have access to the C40 by an means, you could use the serial port to change the password, however you may have to factory reset the codec depending on the software version of the C40, see password-recovery for more details.

[Wayne DeNardi]

Hi Justin,

Are you able to see your EX90 on the LAN? Ping? Telnet/SSH? Web browser?

If it's accessible on the LAN, it may be possible to reload the firmware via the one of the browser, TFTP or SCP methods.

If not, I'd be logging an RMA.

Wayne

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