Field Notice: FN74211 - Cisco IP Phone 6821 Multiplatform Phones Fail to Upgrade or Get Stuck in a Reboot Loop While Attempting to Register to a Call Controller - Software Upgrade Recommended

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Updated:November 1, 2024
Document ID:FN74211

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High
Impact Rating:
High
First Published:
2024-Nov-01
Last Published:
2024-Nov-01
Revision:
1.0
Cisco Bug IDs:

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.

Products Affected


Affected Product Name Description Comments
CP-6821-3PCC-K9= Cisco 6821 Phone for MPP Systems  
CP-6821-3PW-NA-K9= Cisco 6821 Phone for MPP, NA Power Adapter  




Defect Information


Defect IDHeadline
CSCwm862426821-v06 fails to upgrade or is stuck in a reboot loop while attempting to register

Problem Description


When attempting to onboard a Cisco IP Phone 6821 Multiplatform Phone, CP-6821-3PCC-K9, the device fails to upgrade or gets stuck in a reboot loop. The device is also slow or unresponsive when the keypad or the web interface are used. 


Background


Some Cisco IP Phone 6821 Multiplatform Phones were released from the factory with an issue that causes the symptoms that are described in the Problem Description section of this field notice. To resolve this issue, update firmware to Release 12.0(3)SR2. 


Problem Symptom


When onboarding a CP-6821 device, it may exhibit the following behaviors:

  • Failure to upgrade
  • Continual reboots
  • Slow or unresponsive when the keypad or web interface are used

Workaround/Solution


To resolve this issue, upgrade the phone to firmware Release 12.0(3)SR2 (12-0-3MPP0203-204) before moving to another version or onboarding to a call control system. Use the following instructions to recover the phone manually and upgrade it to firmware Release 12.0(3)SR2 (12-0-3MPP0203-204).

Note: If the phone has been onboarded to Webex Calling or registered to another call control system, perform a factory reset before using the following steps.  

  1. Power on the phone and connect the network cable to the ethernet port of the phone.
  2. Verify that the phone gets an IP address.
  3. Browse to the web interface of the phone at http://<PHONE_IP>/admin/advanced.
  4. Choose Voice > Provisioning.
  5. In the Upgrade Rule field, enter http://52.26.82.54/6821_load/sip6821.12-0-3MPP0203-204.loads.
  6. Click Submit All Changes.

The phone will upgrade and boot up on firmware Release 12-0-3MPP0203-204. At this point, the phone may be upgraded to another firmware release or continue onboarding to a call control system.


How to Identify Affected Products


CP-6821-3PCC-K9 phones with version ID (VID) = 06 and serial numbers FVH28250V0Q, FVH28250V0R, or FVH282707DV to FVH283948SS are affected. These phones were manufactured between July 2, 2024, and September 5, 2024.


Revision History


VersionDescriptionSectionDate
1.0Initial Release—2024-NOV-01

For More Information

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