Hello, dear!
Good day to you!
I have a problem below:
There is an incident reported in which a TE50 with firmware version V600R006C00SPC500 is making a whistling sound caused by the fan.
We have assumed that this could be an issue with the codec being operational for a high amount of time without being powered off or with a high-temperature present and the fan is much louder because of the workload.
To further troubleshoot the reported issue we have asked the customer the following questions/requested following information:
Are there any alarms received regarding high temperatures or abnormal behavior? - No Alarms reported.
After the issue occurs, export log files in time to prevent key logs generated during error occurrence from being overwritten by newly generated logs due to export delay.
Log in to the web page and choose Maintenance > Logs > Export to obtain log files. Make sure the log level is set to All Levels.
One-Click Trace Diagnosis retrieved from the web interface:
One-Click Diagnosis
Web administrators and API users can perform one-click diagnosis on the endpoint. The diagnosis file helps with fault identification.
Choose Maintenance > Diagnostics > One-Click Diagnosis.
Click Start to start diagnosis.
The diagnosis takes about 5 minutes.
Click Download to save the diagnosis file to the local computer.
Also one more important thing is to check the indicators present on the TE50 as it can be seen below:
We have also advised him to check under System Settings > General the parameter Usage Scenario if it is set to Meeting Room (the fan noise is lower and the conferencing environment is quieter) or set to equipment room (the fan's heat dissipation performance is better, but the noise is louder).
Also, a short video was requested since it would help us better understand the issue and experience it hands-on as if we were on the customer's premise.
Up until this point customer has yet to provide the requested information however a video could not be provided since the codec in the meeting room is used frequently and the codec makes noise even when not in a call as per the customer's statement.
Are there any other reasons for this abnormal behavior or information to request/verify pending the required logs from the endpoint?
Thank you in advance!
