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

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.

17 REPLIES
Silver

Factory reset on C40, remote doesnt work after it boots up. Stuc

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.

VIP Green

Factory reset on C40, remote doesnt work after it boots up. Stuc

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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Wayne
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Please remember to rate responses and to mark your question as answered if appropriate.

Factory reset on C40, remote doesnt work after it boots up. Stuc

Wayne, we dont have network access to the unit.

VIP Green

Factory reset on C40, remote doesnt work after it boots up. Stuc

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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Please remember to rate responses and to mark your question as answered if appropriate.

Wayne
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Factory reset on C40, remote doesnt work after it boots up. Stuc

Tried this, but the codec wont respond

Silver

Factory reset on C40, remote doesnt work after it boots up. Stuc

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.

Factory reset on C40, remote doesnt work after it boots up. Stuc

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

Thank you,
Justin Ferello
Technical Support Specialist, ScanSource KBZ
Silver

Factory reset on C40, remote doesnt work after it boots up. Stuc

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.

Factory reset on C40, remote doesnt work after it boots up. Stuc

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

Thank you,
Justin Ferello
Technical Support Specialist, ScanSource KBZ
New Member

Hi Team,

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

VIP Purple

I assume you have access to

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.

VIP Green

Factory reset on C40, remote doesnt work after it boots up. Stuc

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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Please remember to rate responses and to mark your question as answered if appropriate.

Wayne
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Please remember to rate responses and to mark your question as answered if appropriate.

Factory reset on C40, remote doesnt work after it boots up. Stuc

Wayne,

The unit never picks up an IP from the network.  Wish I could RMA it, but no service contract.

Thank you,

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

Thank you,
Justin Ferello
Technical Support Specialist, ScanSource KBZ
VIP Green

Factory reset on C40, remote doesnt work after it boots up. Stuc

Sounds like you've got youself a very expensive paperweight there then Justin.

No touch panel, no remote, no serial access, no LAN access and no Service Contract - there ain't much more you can do.

Your only options would be to take out a service contract and get it repaired, or buy a new one.

Wayne

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Wayne
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Factory reset on C40, remote doesnt work after it boots up. Stuc

To be honest, if if boots up so you see clouds I would expect that you see something on the serial port.

I would try to use the ex90 which you know which works to confirm that your cable and serial port settings are ok.

But sure if the logic board is fried you never know what you get.

So I guess a decision should be made, trash it, having a fancy paper weight or getting a service contract, ...

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

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Factory reset on C40, remote doesnt work after it boots up. Stuc

I had to unpair the touch panel, post which the remote started working!

VIP Green

Factory reset on C40, remote doesnt work after it boots up. Stuc

Thanks for letting us know Lavanya.  Glad it's all working for you now.

Wayne

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Wayne
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