Valuable time and resources are often wasted replacing hardware that
actually functions properly. This document helps troubleshoot common hardware
issues with the Cisco 7500 Series router chassis. This document also provides
pointers for identifying whether or not the fault is in the hardware. This
document does not cover any software-related failures except for those that are
often mistaken for hardware issues.
For more information on document conventions, see the
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Readers of this document should take the following steps:
The information in this document is based on the software and hardware
Cisco IOS® Software (all versions)
Cisco 7500 Series routers, including the 7505, 7507, 7513, and 7576
The information presented in this document was created from devices in
a specific lab environment. All of the devices used in this document started
with a cleared (default) configuration. If you are working in a live network,
ensure that you understand the potential impact of any command before using
The components that make up the Cisco 7500 Series chassis
The card cage.
The chassis interface.
The fan assembly.
The chassis itself has no electronic components, so it is very rarely
the cause of hardware-related problems unless some of the backplane connectors
are bent or broken. The power supplies, card cage, arbiter, chassis interface,
and fan assembly all have electronic components, and therefore can be affected
by hardware problems. In general, hardware problems with these components
result in either error messages or total failure of the router.
Note: The Cisco 7505 has a single arbiter, while the Cisco 7507, 7513, and
7576 have a dual arbiter for the dual CyBuses.
Note: The dual arbiter and chassis interface are printed circuit boards
that attach to the rear of the backplane. The dual arbiter and chassis
interface are replaced when the card cage and backplane assembly are
Routers can restart and reload, fail to function, or produce error
messages for many reasons. Several of these are potential hardware
Most of the common chassis related problems are reported by the
following error message syntax:
%CI-n-YYYY : [text]
CI refers to the Chasis Interface (CI)
card. The n refers to the severity of the error, and
YYYY represents the code that describes this
message. The text contains a detailed description of the event. The CI card
stores a set of registers and EEPROM memory that holds vital chassis-related
environmental information. Some of the common log messages indicating a
potential issue are as discussed in the following sections below.
%CI-3-BLOWER: main fan failure
%CI-3-BLOWER: #1 fan failure
The above message is printed when one of the cooling fans has failed.
This could be caused by the following possibilities:
A dirty fan or filter—You can determine this by
physically looking at the fan. If it is dirty, pull out the fans and clean them
using an air compressor or vacuum cleaner. You can pull out the fans without
powering down the router.
Caution: Do not try to stop the fan from spinning by using your hand or an
object; this could be dangerous for you and could damage the fan.
Note: If it has been found that the fault lies with a fan assembly and
the router is essential for network production, the router can run without one
fan assembly for a few hours.
A bad or mis-seated fan assembly—If the filter is
clean, there is a good possibility that the fan has gone bad. Check whether the
fan is turning; if not, try reseating the fan. This can be done without
powering down the router.
A failed CI card—If the above have been checked and
the error message continues, the CI card could have failed. Open a case with
the Technical Assistance Center (TAC) to have the card
%CI-4-COND: Restarting with <n>
recent soft power shutdowns
The n represents the number of times the router
powers the line cards down because of a detected over-temperature condition.
When the temperature rises above the board shutdown trip point, the cards are
shut down, but the power supplies, fans, and CI continue to run. For more
information, refer to
If the above message is not accompanied by a
%CI-3-BLOWER message, please collect the
information yielded by issuing the following commands on the router, and then
create a service request with the TAC:
show environment all
show environment last
There are several possible conditions that can trigger this error
message, and the above information will help to pinpoint the cause.
%CI-4-ENVWARN: -12 Voltage measured at -13.48
%CI-4-ENVWARN: +24 Voltage measured at 26.70
%CI-2-ENVCRIT: +12 Voltage measured at 13.62
%CI-2-ENVCRIT: +5 Voltage measured at 5.78
The above messages indicate the voltage measured by the CI card. The
following are the most likely triggers for these messages:
A faulty power supply—If you have a spare power
supply available, install it in either of the power supply bays and verify that
the error messages disappear. If, after replacing the power supply, the errors
still occur, the CI card is the next thing to check (see
A faulty CI card—If the router has two power
supplies, and the combined bus voltages are low, the cause cannot be a power
supply problem. In the Cisco 7500 architecture, one power supply cannot drag
down the output voltage of another; isolation diodes prevent this from
happening. A faulty CI card is the most likely cause. Open a case with the TAC
for further troubleshooting.
%CI-3-PSFAIL: Power supply 2 failure
%CI-3-BLOWER: ps2 fan failure
The above messages appear when there is a power supply failure. In this
example, the failure happens on power supply slot 2. Due to the power supply
failure, the fan on slot 2 also fails.
When you see the above error messages, take the following steps:
Ensure that the power supply that logs the above message is fully
seated into the router. If not, insert it firmly. The router need not be
powered down for this activity.
If the power supply is fully seated but the messages still appear, it
is possible that the power supply has failed. In this event, create a service request with
If the replacement of the power supply still does not address the
issue, the CI card needs to be replaced. The power supply connector pins are
connected to the CI card connector pins, and the pins on the CI card might be
bent. To address this problem, create a service request with the TAC.
Prior to this point, this document has dealt with hardware problems in
the Cisco 7500 series. However, there are a few issues that can be
misinterpreted as hardware problems, even though they are not. A common example
is when the router simply stops responding, or "hangs." Another example is a
failure following a new hardware installation. It is very uncommon for either
of these symptoms to be caused by a chassis component. Please refer to the
Misleading Symptoms section of
Troubleshooting for the Cisco Route Switch Processor (RSP) for further
The first step in troubleshooting a hardware problem is to capture as
much information about it as possible. The following information is essential
to determining the cause of an error:
Console logs and syslog information—These can be
crucial in determining the originating issue if multiple errors are cropping up
together. If the router is set up to send logs to a syslog server or a PC
connected to the console port, you might capture the logs generated when the
failure occurred. For console logs, it is best for the PC, laptop, or terminal
server to be directly connected to the console port of the router using
commands—The following commands provide information about the
power supplies and about the temperatures of various components of the router
(which directly reflect the status of the fan assembly):
show environment all
show environment table
show technical support—The
show technical-support command is a compilation of
many different commands including show version,
show running-config, and show
stacks. It is important to collect the show
technical-support information before doing a reload or
power-cycle, as these actions can cause all information about the problem to be
Crashinfo files—When an RSP crashes, it attempts to
save a crashinfo file into its bootflash memory. Refer to
Retrieving Information from the
Crashinfo File for details about crashinfo files. As a rule, if a
crashinfo file was created, then it exists in the bootflash of the RSP that has
Note: If the router has dual RSPs and the standby RSP has crashed, the
crashinfo file may be on the bootflash of the standby RSP.