In many situations, modem call failures on AS5200 and AS5300 Series
Access Servers can be traced to problems with the Modem ISDN channel
aggregation (MICA) hardware. This document helps you identify and troubleshoot
common problems associated with the MICA hardware. It also shows how to
identify a specific faulty modem component for replacement, rather than
replacing all the modem hardware.
Note: It is strongly recommended that you run MICA portware or firmware
version 18.104.22.168. If you are not running version 22.214.171.124, please upgrade the
modem firmware using the procedure described in the document
Modem Firmware/Portware in Cisco Routers with Internal Digital Modems.
If your issue persists, then continue with the procedures described in this
Note: For non-hardware specific modem troubleshooting, refer to the
For more information on document conventions, see the
Cisco Technical Tips
Readers of this document should be knowledgeable of the following:
The information in this document is based on the software and hardware
MICA modems (Hex Modem Module [HMM] or Double Density Modems [DMM])
Cisco AS5200 and AS5300 Series Access Servers
Recommended MICA firmware version 126.96.36.199
The MICA carrier card includes ten slots in which you can install six-
or 12-port modem modules. Hence, in a fully populated carrier card you can have
either 60 modems (if using the six-port modules) or 120 modems (if using the
Note: Since there are two carrier card slots, a fully populated chassis can
have 120 (if using the six-port modules) or 240 (if using the 12-port modules)
modems per chassis.
The diagram below shows a MICA Carrier card fully populated with
This carrier card fits into one of the two slots on the chassis as
shown in the diagram below:
Individual modem modules are plugged into single in-line memory module
(SIMM) slots on the carrier card. Refer to the document
Modem Cards for information on identifying a specific module on the
carrier card. A failure of one or more of the modules will not affect the
operation of the rest of modem modules on the carrier card.
The following table describes the LEDs on the MICA carrier card:
There is transmit activity on one or more modems on this
There is no modem call activity on the MICA module
Board OK (OK)
The carrier card is powering up.
The card has passed the initial power-on diagnostic tests and
is operating normally. This state is entered after the firmware is downloaded
to the modems.
A fault condition is present on the card.
These LEDs are used in the troubleshooting procedure later in this
Note: There are 2 types of MICA Carrier Cards: CC and CC2. CCs accept only
HMMs (6-port modem modules) while CC2s can accept both HMMs and DMMs (12-port
modem modules). You must not insert DMMs in a CC. Refer to the section
Troubleshooting Procedure for information on identifying the type of Carrier
Card that is installed in the chassis.
As discussed previously, each carrier card can contain up to ten MICA
modem modules. Each modem module can be either a six-port or 12-port module.
The six-port modem module is also referred to as Hex Modem Module (HMM) while
the 12-port module is referred to as Double Density Modem Module(DMMs). A
diagram of a DMM partially inserted into the carrier card SIMM slot is shown
MICA modems are implemented with one digital signal processor (DSP) for
each two ports, and one control processor (CP) per six ports. The set of six
MICA modems controlled by one CP is known as a "hex"; a HMM consists of one hex
and a DMM contains two hexes (hence the name "Double" Density). From time to
time, a DSP or a CP can fail. This causes all subsequent modem calls into that
DSP or CP to fail to trainup.
Since DSPs or CPs on a modem module cannot be separated from the other
modems on the module, a DSP or CP hardware failure may require the replacement
of the entire HMM or DMM.
MICA hardware problem need to be isolated to one or more of the
following: Modem module (DMM or HMM), MICA carrier card, or router
Perform the following steps to determine if the MICA modems come up
Reload the Access Server.
You should see console message similar to the following, indicating
that the carrier card is recognized:
*Dec 31 19:02:27.073: %MICA-5-BOARDWARE_RUNNING: Slot 1 is running boardware
version 188.8.131.52*Dec 31 19:02:27.077: %MICA-5-BOARDWARE_RUNNING:
Slot 2 is running boardware version 184.108.40.206
Once the boot process is complete, the router downloads the
firmware to the individual modems.
Once the Access Server completes booting up, verify that the OK LED
on the carrier card is ON (solid).
Perform a show running-config. Towards
the end of the output you should see all the async lines.
For example, if you have two carrier cards with 48 modems per slot
then you should see 96 lines (2 x 48)
line 1 96
Note whether the line number range matches the number of modems
installed on the carrier card. For example, in the above case, if you notice
that the router recognizes only line 1 90 , then we can conclude that six
modems are not recognized.
Perform a show version command.
Verify that the output includes the line 96 terminal
line(s). The number of terminal lines should match the number
of modems installed on the chassis.
Perform a show modem and
show modem version command.
The show modem output should display
every individual port (for a total of 96). In the show modem
version output , verify that the modem firmware version is as
expected. You should also check to see that every modem module has either six
(for HMM) or 12 (for DMM) modems.
Once you have gathered the information as specified above, proceed to
one of the hardware symptoms below.
When dealing with unrecognized modem issues, we must first determine
None of the Modems (on the entire chassis) are recognized. This means
that the Access Server does not recognize the presence of the MICA carrier
None of the Modems (on a single MICA carrier card) are recognized.
The Access Server recognizes the presence of the carrier card, but none of the
modems within the carrier card are recognized.
All Modems (on a DMM or HMM within the carrier card) are not being
recognized. The Access Server recognizes only some modems on the carrier card.
The unrecognized modems will all be in one particular DMM or HMM modem module.
If the previous steps do not show any lines available on the chassis,
then proceed with the instructions below:
Power down the router.
Remove and reseat the MICA carrier card. Tighten the two captive
Power up the router. If both carrier cards are not recognized (OK
LED is off), then the problem could be caused by the chassis, carrier card or
collectively all the modem modules. Try inserting the carrier card in another
Troubleshoot the AS5200 or AS5300 chassis.
Refer to the document
Hardware Troubleshooting for
AS5200/AS5300 Series Routers for more information
Use the show modem mapping command to verify
that both carrier cards are recognized. For example,
maui-nas-02#show modem mapping
Slot 1 has Mica Carrier card.
Slot 2 has Mica Carrier card.
Verify that both carrier cards are correctly identified. If either card
is not identified then proceed below:
Power down the router.
Remove the two carrier cards and swap them between slots on the
chassis. Hence, the carrier card in slot 1 is now in slot 2 and vice versa.
Power up the router.
For more information on removing and inserting the cards refer to
If the symptom continues, then the problem could be due to the
carrier card or all the modem modules in it. If the problem remains with the
particular slot, then the issue is a chassis or slot failure. Replace the
If the steps above show only a few missing lines, then we can conclude
that the HMM or DMM for those modems is not functioning:
Swap the particular HMM or DMM within the same carrier card. If the
problem follows the HMM or DMM, then replace the HMM or DMM. However, if the
problem does not follow the module, rather it remains with the the slot, we can
conclude that the particular slot on the carrier card is faulty. Replace the
Tip: The show modem version command specifies the modem module each modem
port belongs to. Hence, if a certain range of modems are not being recognized,
you can use the show modem version command to determine the particular modem
module that is affected and swap out that module. In the sample shown below, we
can conclude that modem module number 5 is not recognized, hence we reseat or
replace that module.
Modem module Firmware Boot DSP
Mdm Number Rev Rev Rev
1/57 4 220.127.116.11
1/58 4 18.104.22.168
1/59 4 22.214.171.124
1/60 6 126.96.36.199
1/61 6 188.8.131.52
1/62 6 184.108.40.206
1/63 6 220.127.116.11
Note: If the MICA Carrier Card is type CC, then ensure that only HMMs are
installed on that Carrier Card. DMMs cannot be installed on CC Carrier Cards.
However, this restriction is not applicable to CC2s. To identify whether the
Carrier Card is type CC or CC2, use the show modem
version command. If the output indicates that the Board ID is
0x47, then the Carrier Card is CC. If the Board ID is
0x4C, then it is a CC2. Here are some examples:
show modem version output for a CC2:
number_of_ports= 60, max_modules= 10
Manufacture Cookie Info:
EEPROM Type 0x0001, EEPROM Version 0x01, Board ID 0x4C,
! -- Board ID 0x4C indicates the Carrier Card is CC2
! -- This Carrier Card can accept both HMMs and DMMs
Board Hardware Version 1.0, Item Number 800-3680-1,
Board Revision A0, Serial Number 20234639,
PLD/ISP Version 2.2, Manufacture Date 10-May-2000.
show modem version output for a CC:
number_of_ports= 48, max_modules= 10
Manufacture Cookie Info:
EEPROM Type 0x0001, EEPROM Version 0x01, Board ID 0x47,
! -- Board ID 0x47 indicates the Carrier Card is CC
! -- This Carrier Card can accept ONLY HMMs
Board Hardware Version 1.0, Item Number 73-2393-3,
Board Revision A0, Serial Number 06466432,
PLD/ISP Version 5.9, Manufacture Date 3-Nov-1997.
Follow the steps below to troubleshoot modems.
Check whether the show modem command
output obtained earlier contains any modems in the b (busy), B (Bad) or p
(pending download) states.
The example below shows some modems in the B state:
AvgHold Inc calls Out calls Busied Failed No Succ
Mdm Time Succ Fail Succ Fail Out Dial Answer Pct
* 1/0 01:35:55 82 5 0 0 1 0 0 94%
* 1/1 01:06:10 100 8 0 0 1 0 0 93%
* 1/2 01:05:39 103 11 0 0 1 0 0 90%
1/3 01:03:16 111 6 0 0 1 0 0 95%
* 1/4 01:07:21 100 7 0 0 1 0 0 93%
1/5 00:50:12 121 8 0 0 1 0 0 94%
1/6 01:00:56 117 6 0 0 0 0 0 95%
1/7 00:56:55 108 10 0 0 0 0 0 92%
B 1/8 01:10:17 93 15 0 0 0 0 0 86%
B 1/9 01:06:25 96 15 0 0 0 0 0 86%
1/10 01:07:02 103 2 0 0 0 0 0 98%
1/11 01:10:02 101 6 0 0 0 0 0 94%
* 1/12 01:04:02 109 8 0 0 1 0 0 93%
* 1/13 01:09:50 101 7 0 0 1 0 0 94%
Reflash the modem portware. This involves manually reloading the
modem firmware to the modem just as if you were upgrading firmware.
For Cisco IOS Software Releases 12.0(5) and earlier, use the
copy flash modem command. This transfers the modem
firmware in flash to the modems. Refer to the
Reference for more information on the copy
For Cisco IOS Software Releases 12.0(5) and later, use the
spe and firmware location
commands. For example:
router# configure terminal
router(config)# spe 1/1 2/7
! --- This is used to access the SPE configuration mode and specify
! --- a range of modems to download firmware into.
router(config-spe)# firmware location flash:mica-modem-pw.18.104.22.168.bin
Command Syntax Description:
System - The router loads the firmware
from a built-in file within the Cisco IOS software image.
flash - The router loads the firmware
from the Flash NVRAM located within the router.
name of the desired firmware file (for example,
mica-modem-pw.22.214.171.124.bin, ). If system is
specified, enter the path to the filename you want to
For more information, refer to the example in
Modem Firmware/Portware in Cisco Routers with Internal Digital
If you often encounter modems in bad or pending download state,
consider configuring modem recovery. Refer to the document
Configuring MICA Modem
Recovery for more information. .
Execute the show modem version command.
Check whether there are modems with "unknown" under the Firmware Rev column.
Let's look at an example:
Modem module Firmware Boot DSP
Mdm Number Rev Rev Rev
2/0 0 Unknown
2/1 0 Unknown
2/2 0 Unknown
2/3 0 Unknown
2/4 0 Unknown
2/5 0 Unknown
2/6 1 Unknown
2/7 1 Unknown
Reflash the modem portware. Use the procedure explained in Step 2
Use the show modem version command to verify that the modems
firmware was downloaded and that they are using the correct firmware version.
Sometimes you may see the following message indicating that modem
firmware download was not successful.
%MODEM-1-DL_FAIL Modem (1/1) failed firmware download (0)
Download timed out%MODEM-1-BADMODEM Modem (1/0) failed Download Failed
In such cases the problem is most likely a hardware issue. Replace
the affected module
In very rare circumstances, modem errors constantly scroll on the
console, causing the router to reboot.
This usually happens when a HMM or DMM is bad. Note that the messages
scroll very quickly, making it difficult to determine the bad modem module
generating the error message. To determine the offending modem module perform
the following steps:
Remove all the modem modules (HMMs or DMMs) from the carrier card,
insert the carrier card back into the chassis and power on. Check whether the
errors still appear. Power off the router.
Add a single Modem Module to the carrier card and power on. Check
whether the errors still appear. Repeat this step until the messages reappear.
We can now conclude that the last inserted MM is generating the errors. Replace
that particular modem module.