Troubleshooting Cisco 3900 Series, 2900 Series, and 1900 Series ISRs
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Table of Contents
Troubleshooting Cisco 3900 Series, 2900 Series, and 1900 Series ISRs
Troubleshooting the Power and Cooling Systems
Environmental Reporting Features
Troubleshooting Cables, Connections, and Interface Cards
Cisco.com Technical Support Web Site
Network Professionals Connection (Net Pro)
Troubleshooting Cisco 3900 Series, 2900 Series, and 1900 Series ISRs
If you encounter problems with your Cisco integrated services router, the information in this document can help you isolate problems in the router or eliminate the router as the source of the problem.
This document contains the following sections:
- Problem Solving
- Reading LEDs
- System Messages
- Network Professionals Connection (Net Pro)
- Technical Notes
- Troubleshooting Toolkit
- Podcasts
- Text Messaging
- RSS Feeds
- Social Networking
Note
To troubleshoot interface cards, refer to the documentation for the card on Cisco.com.
If you cannot locate the source of the problem, contact a Cisco customer service representative for information on how to proceed. For technical support information, refer to “Obtaining Documentation and Submitting a Service Request”. Before you call, have the following information ready:
Problem Solving
The key to problem solving is to isolate the problem to a specific subsystem by comparing what the router is doing to what it should be doing.
The LEDs on the router aid you in determining router performance and operation. The LEDs are described in the “LED Indicators” (Cisco 3900/2900, Cisco 1900).
When solving problems, consider the following router subsystems:
- Power and cooling systems—External power source, power cable, router power supply, circuit breaker, and router fan. Also check for inadequate ventilation or air circulation.
- Interface cards—LEDs on the interface cards help identify a failure.
- Cables—External cables that connect the router to the network.
Troubleshooting the Power and Cooling Systems
Both the system LED and the fans can help you troubleshoot a power problem. Check the following items to help isolate the problem:
Fault Indications
This is a condensed listing of LED states. For the complete listing see “LED Indicators” (Cisco 3900/2900, Cisco 1900).
Check the following symptoms to locate or eliminate faults in the power and cooling systems:
– If the LED is green and continuous, the router has booted and the software is functional.
– If the LED is blinking green the system is booting or in ROM monitor mode.
– If the LED is off the system board is faulty.
– If the LED is amber, check for a system error.
– If yes, the power system is functioning.
– If yes, the router is receiving power. The fan is connected directly to the DC outputs of the power supply.
– If no, check the power source and power cable.
– Check for an environmentally induced shutdown.
– Check the environmental site requirements in “General Site Requirements” ( Cisco 3900/2900, Cisco 1900).
– Check for a power supply failure by inspecting the SYS LED on the front panel of the router. If the SYS LED is blinking or continuously green, the power supply is functional.
– If the SYS LED is not on, refer to “Obtaining Documentation and Submitting a Service Request” for warranty information, or contact customer service.
Environmental Reporting Features
If the router is operating at an abnormally high temperature, consider the following causes:
- Fan failure
- Air conditioner failure in the room
- Air blockage to cooling vents. See the “Airflow Diagrams and Chassis Ventilation” ( Cisco 3900/2900, Cisco 1900).
Take steps to correct the problem. Refer to “Preparing for the Installation” (Cisco 3900 and 2900 Series Routers) and “ Preinstallation Requirements and Planning” ( Cisco 1900 Series Routers).
Troubleshooting Cables, Connections, and Interface Cards
Network problems can be caused by cables, cable connections, or interface cards, or by external devices such as a modem, transceiver, hub, wall jack, WAN interface, or terminal. Check for the following symptoms to help isolate the problem.
– Make sure that the card is firmly seated in its slot.
– Check the LEDs on the card. Each card has its own set of LEDs. For information on these LEDs, refer to Cisco.com online support for the individual card.
– Make sure that you have a version of Cisco IOS software that supports the card. Check the Cisco.com online support document for software requirements for the interface card.
– Make sure that the card is firmly seated in its slot.
– Check external cable connections.
– Make sure that you have a version of Cisco IOS software and feature license that supports the card. Check the software requirements for the affected card, which can be found in the configuration note for the card.
– Make sure that the card is firmly seated in its slot.
– Check the router chassis or software.
– Check the external console connection.
– Verify that the parameters for your terminal are set as follows:
(a) The same data rate as configured for the router (9600 baud is the default)
(d) No parity generated or checked
– Check the card. Refer to “Obtaining Documentation and Submitting a Service Request” for warranty and customer service contact information.
– There may be a problem with the card or cable. Refer to “Obtaining Documentation and Submitting a Service Request” for warranty and customer service contact information.
– Check that only one console cable is connected. Either a USB console or RJ-45, but not both.
Jumper Settings
If a ROM monitor failure occurs, you may need to change a jumper setting on the motherboard so the router can boot for troubleshooting. Procedures for accessing the motherboard are described in “ Removing and Replacing the Services Performance Engine” (Cisco 2900 and 3900 Series Routers). You may need to set one of the following jumpers on Cisco 3900 and Cisco 2900 ISRs, or operate the Baud Reset Button on Cisco models 1905/1921 :
Change this setting if the console displays garbage characters. The jumper forces the data rate to a known good value.
Change this setting if the router consistently hangs or crashes after a ROM monitor upgrade.
If you change either of the first two settings as shown, the router stays in the new configuration during subsequent power cycles and the jumper can be removed.
Note The jumpers are not needed to troubleshoot Cisco IOS problems. If the Cisco IOS software becomes corrupted, remove the CompactFlash memory card to force the router to boot in ROM monitor mode.
Change these settings only after consulting with your service representative or Cisco technical support.
Wireless Reception
Wireless communication is dependent upon the propagation of radio waves. Many environmental factors influence radio waves. The Cisco Multiband Swivel-Mount Dipole Antenna document Installation Notes section describes factors affecting this.
http://www.cisco.com/en/US/docs/routers/access/wireless/hardware/notes/antdip.html#wp1009743
Reading LEDs
The LEDs enable you to determine router performance and operation. See “Chassis LED Indicators” (Cisco 3900/2900, Cisco 1900).
System Messages
This section describes system error and recovery messages that may appear when a Cisco 1941 router is operated. The Cisco IOS software displays system error and recovery messages on an external device console terminal screen.
The terminal should display one of the following prompts:
Router> (indicates the user EXEC command mode)
Router# (indicates the privileged EXEC command mode)
The Cisco IOS software checks the system condition once every 30 seconds. If a condition still exists, the error message is displayed again; if the error condition has cleared, a recovery message is displayed.
Table 1 describes some of the most common system error and recovery messages.
Cisco.com Technical Support Web Site
The Cisco Technical Support Web site (www.cisco.com/techsupport) provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco Technical Support Web site is available 24 hours per day, 365 days per year.
For a complete overview of services go to:
http://www.cisco.com/web/services/ts/access/index.html
In addition to the overview, you may wish to learn more about using the Technical Support and Documentation web site by viewing online presentations:
http://www.cisco.com/web/learning/le31/le47/learning_tac_e-learning_tool_launch.html
Network Professionals Connection (Net Pro)
Access Net Pro on Cisco.com to exchange your questions, suggestions, and information with other networking professionals about networking solutions, products, and technologies. Table 2 lists some of the user forums available on Net Pro. If you do not have a Cisco.com account or have forgotten your username or password, click Register to create a free account.
Technical Notes
Use the following technical notes in Table 3 to troubleshoot system issues.
Troubleshooting Toolkit
Use your account on Cisco.com to access the following tools in Table 4 . If you do not have an account or have forgotten your username or password, click Register to create a free account.
Podcasts
Text Messaging
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http://www.cisco.com/web/about/facts_info/sms_reg_info.html
RSS Feeds
Product launches, field notices, security advisories, product documentation
http://www.cisco.com/en/US/support/tsd_technical_support_rss_feeds.html
Social Networking
Blogs
Select from popular tags, or choose your own tag to search for specific blog posts that may help you.
Support Wiki
A dynamic knowledge base where you can collaborate, create and access the latest technical content. Solve real-world IT problems in real time.
Watch a video overview of the Support Wiki here:
http://www.cisco.com/web/tsweb/flash/wiki/promo/cisco_wiki_promo.html
Technical Services
Support services designed to meet your business needs:
http://www.cisco.com/en/US/products/svcs/ps3034/ps2827/serv_category_home.html
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