9611 phones have dimmed display

Customer reported that randomly, after phones installed and in use, the displays started to dim and some are no longer usable.

There was a known issue with a certain range of produced 96xx phones where the LED would dim and was corrected in 6.6.3: https://downloads.avaya.com/css/P8/documents/101027546.

1. Had customer confirm the version on the phones:
• Press and release the MUTE button (looks like a handset with a slash through it)
• Use the keypad to enter the password CRAFT# as follows:
o 2 (for C)
o 7 (for R)
o 2 (for A)
o 3 (for F)
o 8 (for T)
o #
• The telset should now show a menu of options such as “802.1X”, “ADDR” and “AGC”
o Use the up or down arrow to scroll to the “VIEW” option (using the up arrow will get you their more quicly)
o Use “OK’ to select “VIEW”
• You should now see another menu with options such as “Model”, “Phone SN” and “MAC”
o Use the up or down arrow to find “Application file”
 Underneath “Application file” there should be a rather cumbersome file name, the telset I am looking at right now has the file name:
• S9608_11HALBR6_6_4_01_V474.tar, the highlighted characters indicate this set has version 6.6.4 firmware loaded. If a telset has something less than 6.6.3 then the patch for the washed out LCD has not been applied
• There should be softkeys for “BACK” and then “EXIT” to get back to operational mode.

2. In this case, we sent a technician to site as the customer stated 6.6.4 was loaded on the Utility Server, however screen captures and pictures were against security policy. The tech found:
About 30% of the 9611 phones have a dim or “Whited-Out” display. The brightness
Adjustment does not fix the whited-out condition even when set at 100%. When a new phone
out of the box is initially booted it hits the file server IP address and then
immediately comes to a login screen. This tells me that when it was implemented,
they did not load any firmware on the file server.