Field Notice: FN - 63648 - PrecisionHD 1080p 4x S2 Camera With Hazy or Blurry Image - Software Upgrade Recommended

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	25-Jun-13	Initial Release
10.0	15-Nov-17	Migration to new field notice system
10.1	29-May-18	Fixed Broken Image Links

Products Affected

Affected Product ID	Comments
CTS-PHD1080P4XS2
CTS-PHD1080P4XS2=	Part Alternate
CTS-PHD1080P4XS2+

Defect Information

Defect ID	Headline
CSCue78324	Image output of the PrecisionHD 1080p 4x S2 camera is hazy/foggy

Problem Description

Cisco discovered an issue with the camera software where there is a possibility of enabling the hold voltage of the focus motor on the PrecisionHD 1080p 4x S2 camera.

Continuous hold voltage on the focus motor might cause oil droplets on the lens, which causes a hazy or blurred image as seen on the right image in the picture below:

Background

Cisco observed that in some situations the PrecisionHD 1080p 4x S2 camera image might appear to be hazy or blurred. The camera might also appear to be out of focus even after the zoom, pan, or tilt position is changed. The PrecisionHD 1080p 4x S2 is used with the Cisco TelePresence Codec SX20 only.

Problem Symptom

The camera image is hazy, blurred, or the camera appears to be out of focus even after the zoom, pan, or tilt position is changed.

An example of the issue is shown on the right image in the picture listed in the Problem Description section.

Workaround/Solution

Proactively Prevent the Issue - Upgrade the Codec Software

Cisco recommends that customers upgrade all SX20 Codecs with a Cisco TelePresence PrecisionHD 1080p 4x S2 camera connected to a release of software that contains the camera fix.

It is MANDATORY to upgrade cameras that do not exhibit this issue in order to prevent failure.

In order to prevent this issue, complete these steps:

1. Upgrade to a release that contains the fix.
2. Wait for the camera to upgrade the firmware(approximately 8 minutes).
3. Downgrade to a lower version if required.

The issue has been fixed in camera firmware version 20012 and later. The camera firmware version installed in the camera can be seen in the camera ID as shown in the system status page on the codec web interface. Alternatively, enter the xstatus camera command when logged into the codec with Secure Shell (SSH). The camera firmware with the fix for CSCue78324 is bundled with the SX20 codec software version TC6.1.0 and later, released to CCO 4/18/13.

Access the Download Software page for the latest SX20 codec software.

Note: When you upgrade from software version TC5.1.6 and earlier, the Cisco TelePresence PrecisionHD 1080p 4x S2 camera upgrades twice because of a change in the placement of the camera software.

Once the camera has been successfully upgraded, the camera firmware version can be verified with an admin shell command xstatus camera.

Here is an example output while running TC6.1.0 that has camera firmware version 20012 installed:

Similar camera software version output can be seen through the web user interface at this URL: http://IP_Address_of_the_codec/getxml?location=/Status/camera/SoftwareID

Or it can been seen through the web user interface > Configuration > System Status > Camera

Fix the Issue once the Camera is in a Failed State

If the camera image is hazy or blurry and does not clear up after the pan, zoom, or tilt position is changed and the camera focus mode is set to auto, a replacement of the camera should be requested through the Technical Assistance Center (TAC). See the TAC contact information at the end of this field notice.

Product shipped from Service Logistics may still exhibit this problem. Before you connect the RMA replacement camera to the codec, the codec software must be upgraded with the SX20 codec software version TC6.1.0 or later, released to CCO 4/18/13. This ensures that the correct camera firmware is loaded to the camera, and will hereafter not be affected by this issue.

Access the Download Software page for the latest SX20 codec software.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

Receive Email Notification For New Field Notices

Cisco Notification Service—Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.