1140E KEM goes blank

[zstic78]

Hey all, I did a search for this issue and saw this thread, but it didn't have a resolution. I am having the same issue with a 1140E and 2 KEM. The first one goes blank for no apparent reason. Of course power cycle of the brick and network cable always brings it back. This happens every day and of course it is an exec's admin. I have 5 other phones with 3 KEM that have no issues. I started by replacing that KEM, then I replaced the phone, changed the power supply, the network port. Finally I duplicated her TN and configured the new phone and KEM, all three brand new out of the box, and installed it at her desk. It was fine yesterday, but it has happened twice in 3 hours today. Everything is brand new, TN, Phone, KEM, power supply, network port. All of the 1140 phones have CV8 firmware.

My thought is the power to the desk, but since it is so random when it happens there is no way to prove this.

Thanks for reading and any suggestions you may have.


thread798-1723828

 

[KCFLHRC]

I also have a customer experiencing this. Only seems to be on 1140 E phones with more than 1 KEM. They even went as far as putting a UPS at the work station, same problem.

 

[zstic78]

It's so strange, She has 2 modules, and its the first one that goes out MOST of the time. The other phones with 3 modules have not had any issues.

 

[KCFLHRC]

Yep, it's a strange one. We were going to try the new C8V firmware also, currently on C8Q. But it doesn't sound like that is the fix.

 

[zstic78]

All of my Ip phones are CV8. You squashed my thought of it being a power issue with the UPS at the desk. Trying the Avaya site now. I'll follow up if I find anything

 

[KCFLHRC]

I was looking on the Avaya site also, nothing jumped out at me.

 

[zstic78]

KCFLHRC,
I chatted with "AVA", the person I spoke with suggested turning PoE off. I will have out Network team try this. Here is the Conversation tldr? jump to where Gurbinder Kalkat joins.

Jean Fougere joined the conversation.
Jean Fougere: Hello, my name is Jean Fougere and I will be assisting you today.
Steve (Daimler Chrysler): Hi how are you?
Jean Fougere: KEM Goes Blank?
Steve (Daimler Chrysler): Here is my issue
Jean Fougere: Fine thank you
Steve (Daimler Chrysler): I am having the same issue with a 1140E and 2 KEM. The first one goes blank for no apparent reason. Of course power cycle of the brick and network cable always brings it back. This happens every day and of course it is an exec's admin. I have 5 other phones with 3 KEM that have no issues. I started by replacing that KEM, then I replaced the phone, changed the power supply, the network port. Finally I duplicated her TN and configured the new phone and KEM, all three brand new out of the box, and
Steve (Daimler Chrysler): installed it at her desk. It was fine yesterday, but it has happened twice in 3 hours today. Everything is brand new, TN, Phone, KEM, power supply, network port. All of the 1140 phones have CV8 firmware.
Jean Fougere: What product are we working with Steve BCM?
Steve (Daimler Chrysler): CS1k 7.5
Jean Fougere: is KEM the Key Expansion Module?
Jean Fougere: Akkk
Jean Fougere: CS1K
Jean Fougere: ok
Steve (Daimler Chrysler): yes
Jean Fougere: let me find you a CS1K engineer

TLDR
Steve (Daimler Chrysler): thank you
Gurbinder Kalkat joined the conversation.
Steve (Daimler Chrysler): hello
Gurbinder Kalkat: Hello Steve
Jean Fougere: Hello Yes I am still here
Gurbinder Kalkat: Let me read above notes, please give me couple of minutes
Steve (Daimler Chrysler): take your time
Gurbinder Kalkat: So basically KEM seem to loose power? When you say blank? Phone has been replaced, KEM has been replaced TN has been rebuilt.
Gurbinder Kalkat: Issue still remains and happening to this Phone only.
Steve (Daimler Chrysler): correct, the back light is still on, but the keys disappear
Gurbinder Kalkat: How is phone powered,any different than other phones? Such as PoE ?
Steve (Daimler Chrysler): usally just the first module as well
Gurbinder Kalkat: you means first KEM has issue not second extended KEM?
Steve (Daimler Chrysler): yes PoE and 48vdc power supply
Steve (Daimler Chrysler): yes, the second one does once in a while, but always the first
Steve (Daimler Chrysler): searching on Tek-tips shows this has happened to others, but no resolution
Gurbinder Kalkat: Can you remote PoE and leave only Power direct power from phone to see if it makes any difference?
Gurbinder Kalkat: I remember having similar issue SR where it was related to power
Steve (Daimler Chrysler): I could, but the user wants the back light, so in the end we need to see why
Steve (Daimler Chrysler): Thats what I was thinking, but another user on tek-tips said he has a UPS at the desk
Steve (Daimler Chrysler):

http://www.tek-tips.com/viewthread.cfm?qid=1742302

Steve (Daimler Chrysler): just fyi
Gurbinder Kalkat: and they are facing the issue? Hard to say. But we have to start eliminating since you have changed mostly everything. Specially I know one of the SR's earlier I was related to similar issue and it ended up due to having both PoE and external power from Phone connected
Gurbinder Kalkat: If you can eliminate PoE and see if issue is resolved. If not we would need SR to troubleshoot further.
Steve (Daimler Chrysler): wouldnt that affect all 6 phones?
Steve (Daimler Chrysler): they all have Poe and external power
Steve (Daimler Chrysler): for the back light
Steve (Daimler Chrysler): I will request our network team turn PoE off of that port.
Avaya Support: You will receive an email from us in approximately 30 minutes.
Gurbinder Kalkat: Yes, it does not make sense why other are working and this one is having issue. Depending on how power is connected also. If you can let the phone power up first without PoE and that may make a difference. Try connecting PoE after
Steve (Daimler Chrysler): I've done that as well.
Gurbinder Kalkat: I think most of the troubleshooting that we would recommend have been already tried.
Steve (Daimler Chrysler): Lets try turning PoE off, its worth a shot, since I've done everything else.
Gurbinder Kalkat: Agreed let's try PoE off and if issue still remains, please open new SR for investigation.
Steve (Daimler Chrysler): Will do, thank you for your time,
Gurbinder Kalkat: Thank you, we sincerely appreciate your business.
Steve (Daimler Chrysler): Have a great day and Merry Christmas and Happy New year to both of you
Gurbinder Kalkat: Thank you, Steve. Same to you, Have a wonderful day and Merry Christmas and Happy New Your.
Gurbinder Kalkat: Year.
Steve (Daimler Chrysler) left the conversation.
Jean Fougere left the conversation.

 

[KCFLHRC]

Already tried that, same issue.

 

[zstic78]

I just put the request in, but with it being Friday, and Christmas and new year coming, I don't expect any new info until after the first of the year.

 

[zstic78]

UGH, well I will go back to AVA then. There are so many years of experience here, so many GREAT minds, I hope to find something, but it even has AVA stumped lol

 

[KCFLHRC]

Doesn't take much to stump Avaya these days.

 

[zstic78]

Hi Everyone, I have an update if anyone still cares lol. I received this from Avaya today. She told me they are working on a new firmware to fix this. I said that is what the new one in December said.
Hi Steve,


When the GEM is in this state please perform the following tests.
a) Press and hold for three seconds two GEM keys: bottom key and the second from the top key. Check if 8 areas with different shades of gray appear on GEM display
b) Press and hold for three seconds two GEM keys: bottom key and top key. Check if GEM shows fw version, then fill display with black.
c) One more time press and hold for three seconds two GEM keys: bottom key and top key. Check if GEM is successfully reinitialized and works fine.

Please reply with results.

Thanks,



| AVAYA | Solution Engineer, Technical Support | GSS Operations |

Well I rushed right up and tried on two phones, and the blank modules did nothing.
I will continue to post updates if you want