Document ID: 48675
Updated: Apr 30, 2009
Contents
Introduction
It is important to provide the required information to a Cisco Technical Support engineer when you request a return materials authorization (RMA) for an IGX, BPX, or MGX product, which ensures an efficient and complete RMA process. You do not need to wait for the Technical Support engineer to contact you. You can update your Technical Support case with the appropriate information.
General Information for All Platforms
This section describes the required platform-independent information you must supply to efficiently complete your RMA.
Ship-to Information
Update the case or the Technical Support engineer with this information:
-
Ship-to address
-
Site contact name
-
Site contact phone number
Software and Firmware Requirements
You can indicate a specific firmware and/or software, if needed; however, be aware of these considerations:
-
You can download software and firmware the Cisco Web site and parts can be upgraded/downgraded on the Cisco Web site.
-
Your shipment may be delayed if you request a specific version of software or firmware.
-
You can request a next business day delivery downgrade if you have a two- or four-hour delivery contract and need a specific software or firmware version.
Reason for Requesting an RMA
Indicate the reason for your RMA request; some examples are:
-
Inoperable card with no LEDs
-
Hardware errors
-
Faulty port
Troubleshooting Steps Performed
Indicate the steps you performed to troubleshoot the problem, which determined that the problem is a hardware issue.
Access Information
In most cases, a Technical Support engineer must access your node/network to verify that an RMA is required. This step saves you time if the problem is not related to hardware.
Command Output Examples from IGX/BPX Platforms
This section identifies the command output you need to obtain if your problem is associated with an IGX or BPX platform.
Output Examples for the dspcderrs and dspcderrs slot-num Commands
Provide dspcderrs and dspcderrs slot-num command output, as shown in this example.
lv-8620a TN Cisco BPX 8620 9.3.45 Nov. 11 2003 21:19 GMT
Slot Failure Slot Failure
Number Records Number Records
------ -------- ------ --------
0 None 12 None
1 None 13 None
2 None 14 None
3 None 15 None
4 None
5 None
6 None
7 None
8 None
9 None
10 None
11 None
Last Command: dspcderrs
Next Command:
MAJOR ALARM
lv-8620a TN Cisco BPX 8620 9.3.45 Nov. 11 2003 21:22 GMT
BXM in Slot 3 : 823106 Rev FHR Failures Cleared: Date/Time Not Set
----------------------------------- Records Cleared: Date/Time Not Set
Self Test Threshold Counter: 0 Threshold Limit: 300
Total Pass: 57 Total Fail: 0 Total Abort: 1
First Pass: Date/Time Not Set Last Pass: Date/Time Not Set
First Fail: Last Fail:
Background Test Threshold Counter: 0 Threshold Limit: 300
Total Pass: 0 Total Fail: 0 Total Abort: 0
First Pass: Last Pass:
First Fail: Last Fail:
Hardware Error Total Events: 0 Threshold Counter: 0
First Event: Last Event:
Last Command: dspcderrs 3
Next Command:
MAJOR ALARM
Output Example for the dspalms Command
Provide dspalms command output, as shown in this example.
lv-8620a TN Cisco BPX 8620 9.3.45 Nov. 11 2003 21:23 GMT
Alarm summary (Configured alarm slots: None)
Connections Failed: None
TRK Alarms: 3 Majors
Line Alarms: None
Port Alarms: None
Cards Failed: 1
Slots Alarmed: None
Missing Cards: 2
Remote Node Alarms: 2 Unreachables
APS Alarms: None
Interface Shelf Alarms: 1 Unreachable
ASM Alarms: None
Last Command: dspalms
Next Command:
MAJOR ALARM
Output Examples for the dspswlog and dspswlog slot-num Commands
Provide dspswlog and dspswlog slot-num command output, as shown in this example.
lv-8620a TN Cisco BPX 8620 9.3.45 Nov. 11 2003 21:26 GMT
Active CC's Software Log
No. Type Number Data(Hex) PC(Hex) PROC SwRev Date Time
1. Error 1015 DEADBEEF 302E6F96 TN_1 9.3.45 11/11/03 21:25:56
Last Command: dspswlog
Next Command:
SW MAJOR ALARM
lv-8620a TN Cisco BPX 8620 9.3.45 Nov. 11 2003 21:26 GMT
Active CC's Software Log
No. Type Number Data(Hex) PC(Hex) PROC SwRev Date Time
1. Error 1015 DEADBEEF 302E6F96 TN_1 9.3.45 11/11/03 21:25:56
US 30698E9C 30 2E 6F 96 00 00 03 F7 DE AD BE EF 30 69 8F 40 0.o.........0i.@
US 30698EAC 30 4B 48 4A 00 00 00 01 31 83 59 B8 00 00 00 00 0KHJ....1.Y.....
US 30698EBC 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 ................
US 30698ECC 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 ................
US 30698EDC 00 00 00 00 00 00 00 00 00 00 00 00 00 0C 00 00 ................
US 30698EEC 00 00 00 00 31 83 40 50 00 00 00 01 00 00 00 01 ....1.@P........
US 30698EFC 00 00 00 00 00 00 00 00 00 00 00 6D 00 00 00 00 ...........m....
US 30698F0C 31 83 99 DC 31 83 31 CC 31 83 58 08 00 00 00 00 1...1.1.1.X.....
US 30698F1C 31 83 64 5F 00 00 00 27 00 00 00 00 00 00 00 00 1.d_...'........
US 30698F2C 00 00 01 B0 00 00 00 91 31 83 58 08 00 00 00 01 ........1.X.....
page 1
This Command: dspswlog 1
Use cursor keys to move up or down. DEL to quit
SW MAJOR ALARM
Use the dsplog Command
You should use the dsplog command around the time of the failure and record the output.
Output Example for the dspcd slot-num Command
Provide dspcd slot-num command output, as shown in this example.
Note: Capture the entire screen, which ensures that the software version is displayed at the top, as shown in this example.
lv-8620a TN Cisco BPX 8620 9.3.45 Nov. 11 2003 21:13 GMT
Detailed Card Display for BXM-155 in slot 3
Status: Active
Revision: FHR Backcard Installed
Serial Number: 823106 Type: LM-BXM
Top Asm Number: 28215802 Revision: BB
Queue Size: 228300 Serial Number: 836411
Supp:4 Pts,OC3,FST,VcShp Top Asm Number:
Supp:VT,ChStLv 2,VSI(Lv 3,ITSM) Supp: 4 Pts,OC3,SMF,RedSlot:NO
Supp:APS(FW), F4F5
Supp:LMIv1,ILMIv1,NbrDsc,XL
Supp:TrkVcShp,OAM-E
#Ch:8128,PG[1]:8160,PG[2]:8160
PG[1]:1,2,PG[2]:3,4,
#Sched_Ch:16384 #Total_Ch:8128
Last Command: dspcd 3
Next Command:
MAJOR ALARM
Command Output Examples from MGX Platforms
This section identifies the command output you need to obtain if your problem is associated with an MGX platform.
Output Example for the dspcds and dspcd Commands
Provide dspcds command output from the controller, and dspcd command output from the affected card, as shown in this example.
lv-8250d.1.7.PXM.a > dspcds
Slot CardState CardType CardAlarm Redundancy
---- ----------- -------- --------- -----------
1.1 Empty Clear
1.2 Empty Clear
1.3 Empty Clear
1.4 Empty Clear
1.5 Empty Clear
1.6 Empty Clear
1.7 Active PXM1-T3E3 Major
1.8 Empty Clear
1.9 Empty Clear
1.10 Empty Clear
1.11 Empty Clear
1.12 Empty Clear
1.13 Empty Clear
1.14 Empty Clear
1.15 Empty Clear
1.16 Empty Clear
1.17 Active FRSM-8T1 Major
1.18 Empty Clear
1.19 Active AUSM-8T1/B Major
Type <CR> to continue, Q<CR> to stop:
Slot CardState CardType CardAlarm Redundancy
---- ----------- -------- --------- -----------
1.20 Active CESM-8T1 Clear
1.21 Empty Clear
1.22 Empty Clear
1.25 Empty Clear
1.26 Empty Clear
1.27 Empty Clear
1.28 Empty Clear
1.29 Active VISM-8T1 Clear
1.30 Empty Clear
1.31 Active SRM-3T3 Major
1.32 Empty Clear
NumOfValidEntries: 32
NodeName: lv-8250d
Date: 11/12/2003
Time: 08:34:41
TimeZone: PST
TimeZoneGMTOff: -8
StatsMasterIpAddress: 0.0.0.0
Type <CR> to continue, Q<CR> to stop:
shelfIntegratedAlarm: Major
BkplnSerialNum: SCA044000QS
BkplnType: 0
BkplnFabNumber: 28-2681-03
BkplnHwRev: E0
ChassisType: MGX8250
Power Supply Wattage: 1200
lv-8250d.1.7.PXM.a > cc 19
(session redirected)
lv-8250d.1.19.AUSMB8.a > dspcd
Initialized the function Pointer
ModuleSlotNumber: 19
FunctionModuleState: Active
FunctionModuleType: AUSM-8T1/B
FunctionModuleSerialNum: 927584
FunctionModuleHWRev: aa
FunctionModuleFWRev: 10.2.21
FunctionModuleResetReason: Reset by PXM
LineModuleType: LM-RJ48-8T1
LineModuleState: Present
mibVersionNumber: 34
configChangeTypeBitMap: CardCnfChng, LineCnfChng
cardIntegratedAlarm: Major
cardMajorAlarmBitMap: Line Alarm
IMA PORT ALARM
cardMinorAlarmBitMap: Port LMI Failure
Type <CR> to continue, Q<CR> to stop:
Front Card Info
Hardware Revision : AA
Card Type : 52
Serial Number : 927584
Fab Number : 28-2979-01
Back Card Info
Hardware Revision : AA
Card Type : 22
Serial Number : 652727
Fab Number : 28-2011-01
lv-8250d.1.19.AUSMB8.a >
Output Example for the version Command
Provide version command output from the affected service module and from the controller, as shown in this example.
Note: Some systems use the dspversion command instead of the version command.
lv-8250d.1.19.AUSMB8.a > version
***** Cisco Systems Inc. AXIS AUSM-8T1/E1 Card *****
Firmware Version = 10.2.21
Backup Boot version = AU8_BT_1.0.02
AUSM8p Xilinx file = ausm8pXilinx.h
VxWorks (for CISCO) version 5.1.1-R3000.
Kernel: WIND version 2.4.
Made on Thu Jul 24 21:29:44 PDT 2003.
Boot line:
lv-8250d.1.19.AUSMB8.a > cc 7
(session redirected)
lv-8250d.1.7.PXM.a > version
VxWorks (for POPEYE) version 5.3.1.
Kernel: WIND version 2.5.
Made on Jul 30 2003, 16:40:11.
Boot line:
lnPci(0,0)C: e=172.21.57.62:ffffff00 g=172.21.57.1 u=autoprog pw=cisco tn=pxm-8
PXM firmware version : 1.2.21
Boot Image Version : 1.2.21
lv-8250d.1.7.PXM.a >
Output Example for the dsplog -sl slot-num Command
Provide dsplog -sl slot-num command output from around the time of failure, as shown in this example.
lv-8250d.1.7.PXM.a > dsplog -sl 19 11/12/2003-08:25:06 19 talarm AUSM-6-7059 Line Statistical Alarm : minor, line: 4 11/12/2003-08:25:06 19 talarm AUSM-6-7059 Line Statistical Alarm : minor, line: 3 11/12/2003-08:25:06 19 talarm AUSM-6-7059 Line Statistical Alarm : minor, line: 2 11/12/2003-08:25:06 19 talarm AUSM-6-7059 Line Statistical Alarm : minor, line: 1 11/12/2003-08:24:56 19 talarm AUSM-6-7055 Line Rx LOS alarm on : line: 4 11/12/2003-08:24:56 19 talarm AUSM-6-7055 Line Rx LOS alarm on : line: 3 11/12/2003-08:24:56 19 talarm AUSM-6-7055 Line Rx LOS alarm on : line: 2 11/12/2003-08:24:56 19 talarm AUSM-6-7055
Output Example for the dsperr Command
Provide dsperr command output from around the time of the failure, as shown in this example.
lv-8250d.1.7.PXM.a > dsperr
Error Log for Slot 07: Error Num 915
Firmware version: 1.2.21 Product Id: 8250
Timestamp: 11/11/2003-05:45:18 Node name: lv-8250d
Section Number 0:
Event Logged:
11/11/2003-05:45:18 07 PAR:Netw SSI-4-NOTOWNER 00915
A process 0x1003b that is not the owner 0x1003c is attempting to free block 0x8
4720e88
Section Number 1:
Stack Trace:
0x804308c4 vxTaskEntry +00c: sysTaskSetup+0()
0x8004bf50 sysTaskSetup +090: nw_hdlr+0()
0x803515d4 nw_hdlr +0d4: nw_gt_letters+0()
0x80350014 nw_gt_letters +7c4: process_vsi_rsp+0()
0x803436d4 process_vsi_rsp +1d0: nw_vsi_conn_cmd_rsp+0()
0x80342d74 nw_vsi_conn_cmd_rsp +5a4: upd_chksumblk_conchain+0()
0x803265d8 upd_chksumblk_conchain +110: deassign_block+0()
0x80314da0 deassign_block +3b8: remove_block+0()
0x80314e70 remove_block +098: Free_mem+0()
0x80322a20 Free_mem +03c: ssiFree+0()
0x8003dd84 ssiFree +0d0: ssiEvent+0()
0x8003ad9c ssiEvent +22c: ssiEventMsgReport+0()
0x8003b02c ssiEventMsgReport +248: ssiStackTrace+0()
--------------
Type <CR> to continue, Q<CR> to stop:
Related Information
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Refer to Cisco Technical Tips Conventions for information on conventions used in this document.