I find it's very unlikely that they have lost ALL remote control of the device, but they may be getting a message in the screen reporting that they are using an incorrect remote if they have the old TRC5 remotes from the TC software days and are pushing an unsupported button.
As discussed in the release notes, the Cisco TRC5 remote control and below have been replaced in the CE software by the TRC6 remote. You will need to replace any older remote controls with the newer model.
The new TRC6 remotes are considerably cheaper than the older ones ($50 ea vs $200 ea).
Wayne
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