Troubleshooting

This chapter describes problems that could occur with the router hardware, possible causes of the problems, and steps for solving the problems. The problems are grouped as follows:

•Problems During First Startup

•Problems After Router Is Running

For more information on problems that could occur with the software, refer to the Cisco 800 Series Software Configuration Guide.

Before You Call Your Cisco Reseller

Some of the solutions in this chapter instruct you to contact your Cisco reseller. Before you contact your reseller, have the following information ready:

•Router model and serial number (on the back panel)

•Maintenance agreement or warranty information

•Date you received your router

•Brief description of the problem

•Brief description of the steps you have taken to solve the problem

Problems During First Startup

Table 3-1 lists problems that could occur the first time you turn on the router.

Table 3-1 Problems During First Startup 

Symptom
Problem
Solutions

All LEDs, including OK LED, are off.

No power to router.

Perform the following tasks in order:

1. Make sure that the power switch is set to ON.

2. Make sure that all connections to and from the power supply are secure.

3. Make sure that the power outlet has power.

4. If the problem continues, the power supply could be faulty. Contact your Cisco reseller.

No connection to modem or Ethernet switch. (Internet LED is off.)

A cable-related problem:

•Improperly connected cable.

•Damaged cable.

Perform the following tasks in order:

1. To make sure that you have cabled the device correctly, see the "Connecting a Server, PC, or Workstation" section or the "Connecting a Broadband Modem" section.

2. Make sure that the connectors at both ends of the cable are securely seated.

3. Make sure that the cable is not physically damaged. If it is damaged, order another cable from Cisco, or replace it with a similar cable.

No connection to Ethernet devices.

(COMPUTER LEDs 1 through 4 are off.)

A cable-related problem:

•Improperly connected cable.

•Damaged cable.

Perform the following tasks in order:

1. To make sure that you have cabled the device correctly, see Figure 2-1 in the "Connecting a Server, PC, or Workstation" section

2. Make sure that the connectors at both ends of the cable are securely seated.

3. Make sure that the cable is not physically damaged. If it is damaged, order another cable from Cisco Systems, or replace it with a similar cable.

Cannot connect to the Internet

•Broadband modem or external Ethernet switch is not connected or turned on.

•There is a problem with the broadband or WAN service.

•Router is improperly configured.

•Reconnect the broadband modem or external Ethernet switch, and make sure that it is receiving power.

•Check with the Internet service provider or corporate network administrator to determine whether there is a problem.

•Use the Cisco Router Web Setup software to configure the router. Follow the procedure in the "What to Do If You Cannot Connect to a Website" section (recommended), or configure the router using a PC that is connected to the console port.


Problems After Router Is Running

Table 3-2 lists problems that could occur after the router has been up and running.

Table 3-2 Problems After Router Is Running 

Symptom
Problem
Solutions

Problems with Ethernet connection. (COMPUTER LEDs 1 through 4 are off.)

A cable-related problem:

•Disconnected cable.

•Damaged cable.

Perform the following tasks in order:

1. Make sure that the connectors at both ends of the cable are secure.

2. Make sure that the cable is not physically damaged. If it is damaged, order another cable from Cisco Systems, or replace it with a similar cable.

Connection to the broadband or Ethernet line is intermittent or lost. (The INTERNET 1 LED on the front panel is off.)

A cable-related problem:

•Disconnected cable.

•Damaged cable.

Perform the following tasks in order:

1. Make sure that the connectors at both ends of the cable are secure.

2. Make sure that the cable is not physically damaged. If it is damaged, order another cable from Cisco Systems, or replace it with a similar cable.

Connection to the broadband or Ethernet line is intermittent or lost. (The INTERNET 1 LED on the front panel is off.)

Problem with broadband line or WAN service.

Contact your broadband line or WAN service provider to determine whether there is a problem.