Cisco IAD2801 Integrated Access Device Hardware Installation Guide

Troubleshooting

If you encounter problems with your Cisco IAD2801, use this information to isolate problems in the router or to eliminate the router as the source of the problem.

This document includes the following sections:

•Solving Problems

•Reading System LEDs

•Reading Port and Module LEDs

•System Messages

•Recovering a Lost Password

•More Troubleshooting Help—Cisco Technical Assistance Center

Note To troubleshoot interface cards, refer to the online Cisco Interface Cards Installation Guide.

If you cannot locate the source of the problem, contact a customer service representative for information on how to proceed. For technical support information, refer to the "Obtaining Technical Assistance" section of the "Preface" online document. Before you call, have the following information ready:

•Chassis type and serial number

•Maintenance agreement or warranty information

•Type of software and version number

•Date you received the new chassis

•Brief description of the problem

•Brief explanation of the steps you have taken to isolate the problem

Solving Problems

The key to solving problems 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 front and rear panel of the router enable you to determine router performance and operation. LEDs are described in the following sections:

•Reading System LEDs

•Reading Port and Module LEDs

When solving problems, consider the following router subsystems:

•Power and cooling systems—External power source, power cable, router power supply and circuit breaker, and router blower and fan. Also consider inadequate ventilation or air circulation.

•Modules—LEDs on the modules 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:

Normal Indications

With the power switch on, the normal indications are:

•SYS PWR LED on green and continuous

•Fans operating

Fault Indications

Check the following symptoms to locate or eliminate faults in the power and cooling systems:

•With the power switch on, is the SYS PWR LED on?

–If the LED is green and continuous, the router is receiving power and is functional.

–If the LED is amber, the router is receiving power but is not functional.

–If the LED is off, check the power source and power cable.

•With the power switch on and the SYS PWR LED on and green, do the fans operate?

–If no, check the fans.

–If yes, the power system is functioning.

•With the power switch on and the PWR SYS LED off, do the fans operate?

–If yes, the router is receiving power. The fans are connected directly to the DC outputs of the power supply.

–If no, check the power source and power cable.

•Does the router shut down after being on a short time?

–Check for an environmentally induced shutdown. See the next section, "Environmental Reporting Features."

–Check the environmental site requirements in the "General Site Requirements" section on page 2-3.

–Ensure that all interface cards and internal modules are correctly installed.

–Check for a power supply failure by inspecting the SYS PWR LED on the front panel. If it is green, the power supply is functional.

•Router partially boots, but LEDs do not come on.

–Check for a power supply failure by inspecting the SYS PWR LED on the front panel of the router. If the SYS PWR LED is blinking or continuous green or continuous amber, the power supply is functional.

–If the SYS PWR LED is not on, refer to the "Cisco 90-Day Limited Hardware Warranty Terms" section of the "Preface" document for warranty information, or contact customer service.

–Check for a power supply failure by inspecting the power supply LEDs on the front panel. See the "Reading System LEDs" section for power supply LED descriptions.

Environmental Reporting Features

If the router is operating at an abnormally high temperature, the following message is displayed on the console screen:

%SYS-1-OVERTEMP: System detected OVERTEMPERATURE condition. Please resolve cooling problem immediately!

Some causes of abnormally high router temperature are as follows:

•Fan failure

•Air conditioner failure in the room

•Air blockage to cooling vents

Take steps to correct the problem. See also the "Site Environment" section on page 2-3, and the "Equipment Racks" section on page 2-4.

Troubleshooting Modules, Cables, and Connections

Network problems can be caused by a module; cables or cable connections; or external devices such as a modem, transceiver, hub, wall jack, WAN interface, or terminal. Check for the following symptoms to help isolate the problem:

•Module is not recognized by the router.

–Make sure that the module is firmly seated in its slot.

–Check the LEDs on the interface card if they exist.

–Make sure that you have a version of Cisco IOS software that supports the interface card.

•Module is recognized, but interface ports do not initialize.

–Make sure that the module is firmly seated in its slot.

–Check external cable connections.

–Make sure that you have a version of Cisco IOS software that supports the module. Check the software requirements for the affected module.

•Router does not boot properly, or constantly or intermittently reboots.

–Make sure that the module is firmly seated in its slot.

–Check the router chassis or software. Refer to the "Cisco 90-Day Limited Hardware Warranty Terms" and the "Obtaining Technical Assistance" sections of the "Preface" online document for warranty and customer service contact information.

•Router boots, but the console screen is frozen, displays no output, or displays garbled output.

–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)

(b) 8 data bits

(c) 1 stop bit

(d) No parity generated or checked

•Router powers on and boots only when a particular module is removed.

–Check the module. Refer to the "Cisco 90-Day Limited Hardware Warranty Terms" and the "Obtaining Technical Assistance" sections of the "Preface" online document for warranty and customer service contact information.

–Confirm that the Cisco IOS release installed in the router supports the card. The Cisco Interface Cards Installation Guide lists the software requirements for each card.

•Router powers on and boots only when a particular cable is disconnected.

–There may be a problem with the module or cable. Refer to the "Cisco 90-Day Limited Hardware Warranty Terms" and the "Obtaining Technical Assistance" sections of the "Preface" online document. document for warranty and customer service contact information.

Reading System LEDs

The system LEDs on the front panel of the router provide information about the power, data packet activity, and flash memory activity. For an explanation of these LEDs see Table A-1.

Reading Port and Module LEDs

The port and module LEDs, located on the front panel of the router on the Cisco IAD2801, enable you to determine router performance and operation. For an explanation of these LEDs see Table A-2.

System Messages

This section describes system error and recovery messages that may appear when a Cisco IAD2801 is operated. Cisco IOS software displays system error and recovery messages on an external device console terminal screen. (For more information, see the "Connecting to a Console Terminal or Modem" section on page 5-3.)

The terminal should display one of the following prompts:

Router> (indicates the user EXEC command mode)

or

Router# (indicates the privileged EXEC command mode)

The Cisco IOS software checks the system condition once every 30 seconds. If the condition still exists, the error message appears again; if the error condition has cleared, a recovery message appears.

Table A-3 describes system error and recovery messages and LED conditions that might accompany them.

Note Table A-3 does not provide a complete list of system LED conditions. (For all LED conditions that can occur in your router, see the "Reading System LEDs" section and the "Reading Port and Module LEDs" section.)

%ENVMON-5-48V_STATUS: -48V supply failed

%ENVMON-5-48V_STATUS: -48V supply OK

%ENVMON-1-NO_PROCESS: Failed to create environmental monitor process

Recovering a Lost Password

You can recover a lost enable password, but an enable secret password is encrypted and is not recoverable. If you lose an enable secret password that is configured on your router, you can replace it with a new enable secret password.

For password recovery and replacement procedures for the Cisco IAD2801, refer to the Password Recovery Procedures document on Cisco.com.

More Troubleshooting Help—Cisco Technical Assistance Center

For online troubleshooting help, go to the TAC Case Collection Tool and Troubleshooting Assistant.

You must have an account on Cisco.com. If you do not have an account or have forgotten your username or password, click Cancel at the login dialog box and follow the instructions that appear.

For additional troubleshooting tools and information, go to the Troubleshooting Links index.