Cisco PrecisionHD 4X CTS-PHD-1080P4XS1 Troubleshooting Manual
November 28, 2012 | Cisco Systems
| PrecisionHD 4X Camera Connectivity Problems
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PrecisionHD 4X Camera Connectivity Problems
Recently camera connectivity and camera boot problems with PrecisionHD 4X cameras (CTS-PHD-1080P4XS1=)
have been reported in the field. We have narrowed down the reported problems to three scenarios:
1. Failed Camera Boot Failed Initialization (solution available); please see the following Field Notice for
more information: http://www.cisco.com/en/US/partner/ts/fn/635/fn63534.html
2. Failed Camera Boot Continuous Reboot (Preventable but once failed requires RMA)
3. Wake from Standby (solution and workaround available)
The only scenario above where a replacement is required is scenario 2, as the camera cannot be returned to a
working state. All other scenarios have a solution that will restore full camera function. Root cause has been
identified for all issues and are listed below.
IMPORTANT NOTES REGARDING FAILED CAMERA BOOT FAILED INITIALIZATION:
1. Once a PrecisionHD 4X camera displays symptoms of a failed camera initialization (details listed
Camera Boot the camera must be recovered using either recovery procedure listed in
this document. Corrected camera firmware is found in TC4.2.4 and TC5.1.3 and higher; however, merely
upgrading to a higher version will not correct a camera already in this state.
2. Starting with TC5.1.5, a recovery method for cameras in this failed initialization state can be run from the
command line of the codec; this is the recommended recovery method. A second, longer recovery method is
also provided in this document.
3. If a PrecisionHD 4X camera is currently not displaying any symptoms of failed initialization and otherwise
operating normally, Cisco recommends upgrading all codecs with a CTS-PHD-10804XS1 connected to a
software release containing fixed camera firmware (TC4.2.4 or TC5.1.3 or higher).
4. A failed camera initialization can potentially occur at any time; if symptoms of scenario 1 are displayed on a
previously working camera, the camera must be manually recovered using one of the recovery procedures
found in this document.
TC4.2.4 and TC5.1.X software (CCO login required):
http://www.cisco.com/cisco/software/release.html?mdfid=283613658&flowid=22765&softwareid=280886992&re
lease=TC5.1.5&relind=AVAILABLE&rellifecycle=&reltype=latest
Field Notice:
FN - 63534 - PrecisionHD 1080p 4x Camera Does Not Boot up Due to Checksum Validation Failure - S/W Upgrade
Recommended
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| PrecisionHD 4X Camera Connectivity Problems
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1. Failed Camera Boot Failed Initialization
Customers are reporting the following symptoms on new installs (new out of box), new replacements
out of box), or after rebooting their codec on a previously working installation for certain Precision HD 4X cameras:
1. Orange LED present on camera at all times.
2. Green LED present on base of camera.
3. No PTZ control from any input device (e.g. touchpanel, remote, etc.)
4. No video on self-view from camera.
5. The admin CLI command "xstatus camera 1" shows "Connected: False" and no other camera information
is displayed.
xstatus camera 1
*s Camera 1 Connected: False
*s Camera 1 HardwareID: ""
*s Camera 1 Manufacturer: ""
*s Camera 1 Model: ""
*s Camera 1 SoftwareID: ""
*s Camera 1 SerialNumber: ""
*s Camera 1 IpAddress: ""
*s Camera 1 MacAddress: ""
*s Camera 1 Position Pan: 0
*s Camera 1 Position Tilt: 0
*s Camera 1 Position Zoom: 16
*s Camera 1 Position Focus: 4000
*s Camera 1 Capabilities Options: ""
*s Camera 1 Flip: "Off"
** end
OK
6. Power cycling the camera or codec does not allow codec control of the camera.
Details regarding the above problem are documented in the following bug:
CSCua44699 Camera fails to boot due to checksum validation failure
As a result of the above, the camera cannot be controlled by the codec.
NOTE: The issue described above (failed initialization) is different than the Continuous Reboot issue mentioned
below. When the camera LED is solid orange, the camera in most cases can and should be recovered to working
order by upgrading to TC5.1.5 and using systemtools camerarescue from the CLI (page 4), or using the
(page 7) on the existing TC software version.
Root Cause:
The root cause has been found by our camera team and corrected camera firmware is found in TC4.2.4 and
TC5.1.3 and higher; corrected camera firmware is found in those versions. In summary, a bug was found in our
error correction; the new NAND flash found in recent cameras, being a different technology, is more likely to have
correctable errors, and made the bug much more obvious.
Solution:
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| PrecisionHD 4X Camera Connectivity Problems
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PREVENT - Upgrade camera firmware PRIOR to getting into this failed state:
Cisco recommends upgrading all codecs with a CTS-PHD-10804XS1 connected to a software release containing
fixed camera firmware (TC4.2.4 or TC 5.1.3 or higher).
Upgrading the codec software to a fixed release upgrades the camera firmware automatically and prevents the
camera from failing. Additionally, the camera firmware will not be downgraded if the codec is downgraded to a
lower software version, hence it is possible to prevent cameras from failing by:
Upgrading to a new software version containing fixed camera firmware
Wait for the camera to finish upgrading firmware (approximately 8 minutes)
Then downgrade to a lower version if required.
The camera firmware version containing the fix is found in 20011 and later. The current camera firmware version
is found by viewing the softwareID as shown in s camera (screenshot below). Fixed camera firmware is
bundled with TC4.2.4 and TC5.1.3 or later codec software.
Upgrading cameras currently not exhibiting this failure is MANDATORY to prevent any future failure.
Once the camera has been successfully been upgraded, a similar output as shown here should be seen when
Similar camera software version output can be seen through the web UI by using this URL:
http://<IP Address of the codec>/getxml?location=/Status/camera/Version/SoftwareID
bash-3.2$ ssh admin@10.1.2.3
Welcome to
TANDBERG Codec Release TC5.1.5
SW Release Date: 2012-10-24, 12:55, m
OK
xstatus camera 1
*s Camera 1 Connected: True
*s Camera 1 HardwareID: "52000000"
*s Camera 1 Manufacturer: "TANDBERG"
*s Camera 1 Model: "PrecisionHD 1080p 4X"
*s Camera 1 SoftwareID: "S01752-2.0FINAL [ID:20012] 2012-08-29"
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RECOVER Fixing the Failure Once in a Failed Boot State
If the camera is currently in a failed initialization state (where the orange LED is on solid), the camera firmware
must be reinstalled. Upgrading to a higher TC software version will not correct a camera already in this state.
Two recovery procedures exist:
1. Upgrade to TC 5.1.5 and use systemtools camerarescue from the admin CLI;
2. Perform the manual recovery procedures listed under Camera Firmware Recovery Procedures Using a
PC on page 7.
Starting with TC 5.1.5, a recovery method for cameras in this failed boot state is can be run from the codec. This
recovery method can be run remotely with the camera connected as normal to the codec. This new recovery
method is initiated from the codec with the admin shell comm , and is the
recommended recovery method. Please see the TC 5.1 Release Notes for more information:
http://www.cisco.com/en/US/docs/telepresence/endpoint/software/tc5/release_notes/tc_software_release_not
es_tc5.pdf
recovery method will take roughly 10 minutes to complete. When complete, the
codec and the camera should be fully operational.
Below is an example output of the sh
The progress of the script can be monitored if root access is enabled on the codec. Once the script is started using
running the root shell command -f /var/log/camera-rescue.log
allows progress to be monitored. This step is not necessary for the script to function, merely to monitor progress
of the recovery.
bash-3.2$ ssh admin@10.1.2.3
Welcome to
TANDBERG Codec Release TC5.1.5
SW Release Date: 2012-10-24, 12:55, m
OK
systemtools camerarescue ?
usage: camerarescue
This command will put the codec into maintenance and try to upgrade the
the camera using a low-level serial interface. The codec will then be
rebooted automatically.
OK
systemtools camerarescue
Shutting down to run camera-rescue script and reboot
OK
Unknown message type: 4
tshell: Remote closed connection
Connection to 10.1.2.3 closed.
bash-3.2$
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If the recovery script fails to recover the camera, details of why the script failed are found in the historical log
bundle in the camera-rescue.log file. Also, make sure the camera is connected to the serial port of the codec
before running the shell command to recover the camera. If the fault cannot be isolated, please work with the TAC
to determine the cause of the failure.
Important Notes Regarding Failed Camera Boot Failed Initialization before
proceeding.
2. Failed Camera Boot Continuous Reboot
Customers are also reporting the following symptoms on new installs (new out of box), new replacements
out of box), or after rebooting the codec on a previously working installation for certain Precision HD 4X cameras:
1. Orange LED on camera blinks on/off at a steady rate.
2. Green LED present on base of camera.
3. No PTZ control from any input device (e.g. touchpanel, remote, etc.)
4. No video on self-view from camera.
5. The admin CLI command "xstatus camera 1" shows "Connected: False" and no other camera information
is displayed.
xstatus camera 1
*s Camera 1 Connected: False
*s Camera 1 HardwareID: ""
*s Camera 1 Manufacturer: ""
*s Camera 1 Model: ""
*s Camera 1 SoftwareID: ""
*s Camera 1 SerialNumber: ""
*s Camera 1 IpAddress: ""
*s Camera 1 MacAddress: ""
*s Camera 1 Position Pan: 0
*s Camera 1 Position Tilt: 0
*s Camera 1 Position Zoom: 16
*s Camera 1 Position Focus: 4000
*s Camera 1 Capabilities Options: ""
*s Camera 1 Flip: "Off"
** end
OK
6. Power cycling the camera or codec does not allow codec control of the camera.
Details regarding the above problem are documented in the following bug:
CSCua51146 Header chksum mismatch for factory image of second stage bootloaderUBL
The camera is constantly rebooting itself due to a header checksum mismatch on the factory image during
bootloader initialization. As a result of the above, the camera cannot be controlled by the codec.
Root Cause:
The root cause has been found by our camera team and is fixed in TC 4.2.4 and TC 5.1.3 and higher, both of which
contain corrected camera firmware. In summary, a bug was found in our error correction; the new NAND flash
found in recent cameras, being a different technology, is more likely to have correctable errors, and made the bug
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much more obvious. The root cause is the same as with the failed camera initialization, but with different
symptoms and corrective actions.
Solution: There is no workaround once the camera gets into the above state and replacement should be
considered. Upgrading to TC 4.2.4 or TC 5.1.3 or higher will not correct a camera that is continuously rebooting.
Corrective Actions for Failed Camera Boot Continuous Reboot:
With a serial connection to the camera (either through the camera-rescue.log file from the new recovery method
or as Serial Recovery Procedure on page 7) TAC is able to verify the signature of a continuously
rebooting camera. Additionally, if the orange LED at the top of the camera blinks on/off at a steady rate with
complete loss of camera control, that is a good indication the camera is continuously rebooting. Each flash of the
orange LED is an attempt by the camera to boot its firmware image, which repeatedly fails.
Unfortunately, there are no corrective actions to bring the camera back to a working state. There is no
workaround once the camera gets into the above state and replacement should be considered. Upgrading to TC
4.2.4 or TC 5.1.3 or higher will not correct a camera that is continuously rebooting.
Important Notes Regarding Failed Camera Boot Failed Initialization on page 1 for
cameras that are currently in a working state but are potentially affected per the Field Notice.
3. Wake from Standby
Certain Precision HD 4X cameras may also display the following after working for a period of time:
1. System is configured for standby;
2. System goes into standby;
3. When system resumes from standby, camera cannot be controlled by the codec - no PTZ control from any
input device no video on self-view.
Details are documented in the following bug:
CSCts05788 PrecisionHD 1080p 4x Camera losing connectivity after going to standby
Root cause:
A high peak current consumption when the camera wakes up from standby or when powered on causes the
camera not to be detected by the codec.
Cisco has detected that some PrecisionHD 1080p 4x cameras lose connectivity to the connected codec after a
reboot or when coming out of standby. The problem has been identified and fixed and a new camera software
revision (20010) is included in TC4.2.3 and TC5.1.2 and higher. The TC software upgrade will automatically update
the camera with the newest software.
Solution: Fixed in TC4.2.4 and TC5.1.2 and higher. The camera firmware 20010 will lower the maximum current
consumption requirement. TC4.2.4 and TC5.1.3 and higher also contains fixed camera firmware 20011 or higher
for the two other issues listed in this document.
It is strongly recommended to upgrade to either TC4.2.4 or TC5.1.3 or higher to prevent this failure from occurring.
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