Installation and Configuration Guide for the Cisco NAM 2204 Appliance
Troubleshooting
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Troubleshooting

Table Of Contents

Troubleshooting

Troubleshooting Overview

Problem Solving

Troubleshooting the Power and Cooling Systems

Environmental Reporting Features

Troubleshooting Adapter Cards, Cables, and Connections

Reading the LEDs

Front-Panel LEDs

NIC LEDs

Product Serial Number Location

Cisco Product Identification Tool


Troubleshooting


The Cisco NAM 2204 appliance undergoes extensive testing before it leaves the factory. If you encounter problems, use the information in this appendix to help isolate problems or to eliminate the appliance as the source of the problem.

Although an overtemperature or overvoltage condition is unlikely at initial startup, a discussion of environmental temperature and voltage monitoring functions is provided in the "Environmental Monitoring" section on page 1-9.


Note The procedures in this chapter assume that you are troubleshooting the initial Cisco NAM 2204 appliance startup, and that the appliance is in the original factory configuration. If you have removed or replaced components or changed any default settings, the recommendations in this chapter might not apply.


This appendix does not cover every possible trouble event that might occur on an appliance but instead focuses on those events that are frequently seen by the customer.

This appendix contains the following sections:

Troubleshooting Overview

Problem Solving

Reading the LEDs

Product Serial Number Location

Troubleshooting Overview

Before and at initial system boot, you should verify the following:

External power cable is connected, and the proper power source is being applied. (See the "Power Considerations" section on page 2-9, the "Powering Up the Cisco NAM 2204 Appliance" section on page 3-29, and the "Troubleshooting the Power and Cooling Systems" section.)

The appliance fan and blower are operating. (See the "Airflow Guidelines" section on page 2-8 and the "Troubleshooting the Power and Cooling Systems" section).

The appliance software boots successfully.

The adapter cards (if installed) are properly installed in their slots, and each initializes (is enabled by the appliance software) without problems.

When each of these conditions is met, the hardware installation is complete, and you should proceed to perform a basic configuration (see the software installation guide or user guide that shipped with your appliance for proper configuration procedures).

If you cannot locate the source of the problem, contact a customer service representative for information on how to proceed. For technical support information, see the Cisco Information Packet publication that shipped with your appliance. Before you call, have the following information ready:

Appliance chassis type and serial number (see the "Cisco Product Identification Tool" section on page 1-3 or the "Cisco Product Identification Tool" section for more information)

Maintenance agreement or warranty information (see the Cisco Information Packet)

Type of software and version number (if applicable)

Date you received the new appliance

Brief description of the problem you are having and the steps you have taken to isolate and resolve the problem


Note Ensure you provide the customer service representative with any upgrade or maintenance information that was performed on the Cisco NAM 2204 appliance after your initial installation. (See the "Creating a Site Log" section on page 2-14 and Appendix B, "Site Log," for Site Log information.)


Problem Solving

The key to problem solving is to isolate the problem to a specific location by comparing what the Cisco NAM 2204 appliance is doing to what it should be doing.

In other words, when troubleshooting, define the specific symptoms, identify all potential problems that could be causing the symptoms, and then systematically eliminate each potential problem (from most likely to least likely) until the symptoms disappear.

The following steps provide guidelines to use in the problem-solving process:


Step 1 Analyze the problem and create a clear problem statement. Define symptoms and potential causes.

Step 2 Gather the facts that you need to help isolate possible causes.

Step 3 Consider possible causes based on the facts that you gathered.

Step 4 Create an action plan based on those causes. Begin with the most likely problem and devise a plan in which you manipulate only one variable.

Step 5 Implement the action plan. Perform each step carefully while testing to see whether the symptom disappears.

Step 6 Analyze the results to determine whether the problem has been resolved. If the problem was resolved, consider the process complete.

Step 7 If the problem has not been resolved, create an action plan based on the next most probable cause on your list. Return to Step 4 and repeat the process until the problem is solved.

Step 8 Make sure that you undo anything that you changed while implementing your action plan. Remember that you want to change only one variable at a time.



Note The LEDs on the front panel of the appliance enable you to determine appliance performance and operation. For a description of these LEDs, see the "Reading the LEDs" section.


When problem solving, check the following appliance subsystems first:

Power and cooling systems—External power source, AC power cable or DC power wires, and appliance fans. Also check for inadequate ventilation, air circulation, or environmental conditions.

Adapter cards—Checking the LEDs on the adapter card can help you to identify a failure.

Cables—Ensure that the external cables connecting the appliance to the network are all secure.

Troubleshooting the Power and Cooling Systems

Both the power LED and the fans can help you troubleshoot a power problem. Check the following items to help isolate the problem:

When the Cisco NAM 2204 appliance is connected to the power source, is the appliance power LED on the front panel on?

If not, check the connection of the AC power cord or DC power wires.

If the power LED is still off, the problem might be a power supply failure.

Does the appliance shut down after being on for only a short time?

Check for an environmentally induced shutdown (see the "Environmental Reporting Features" section on this page).

Check the fans. If the fans are not working, the appliance will overheat and shut itself down.

If the fans are not working, you might need to check the power supply connections to the fans.

Ensure that the appliance intake and exhaust vents are clear.

Check the environmental site requirements in the "Temperature and Humidity Guidelines" section on page 2-9.

Does the appliance partially boot, but the LEDs do not light?

Check for a power supply failure by inspecting the power LED on the front panel of the appliance. If the LED is on, the power supply is functional.

If the LED is off, refer to the Cisco Information Packet for warranty information or contact your customer service representative.

Environmental Reporting Features

The Cisco NAM 2204 appliance has protection circuits that monitor and detect overcurrent, overvoltage, and overtemperature conditions inside the appliance. If the power supply shuts down or latches off, an AC cycle of off for 15 seconds and on for 1 second resets the power supply. For more information, see the "Environmental Monitoring" section on page 1-9.

The following conditions can cause an abnormally high appliance temperature:

Fan failure

Air conditioner failure in the room

Airflow blocked to cooling vents

Take steps to correct the problem. For information about environmental operating conditions, see the "Temperature and Humidity Guidelines" section on page 2-9.

Troubleshooting Adapter Cards, Cables, and Connections

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

Adapter card is not recognized by the Cisco NAM 2204 appliance.

Make sure that the adapter card is firmly seated in its slot. For information on adapter card installation and removal, see the "Installing and Removing a PCI Adapter Card" section on page 4-21.

Check the LEDs on the adapter card. Each adapter card has its own set of LEDs. For information on these LEDs, see the "Reading the LEDs" section.

Make sure that you have a version of software that supports the adapter card. Refer to the documentation that was included with your adapter card.

Adapter card is recognized, but interface ports do not initialize.

Make sure that the adapter card is firmly seated in its slot. For information on adapter card installation and removal, see the "Installing and Removing a PCI Adapter Card" section on page 4-21.

Check external cable connections.

Make sure that you have a version of software that supports the adapter card. Refer to the documentation that was included with your adapter card.

The Cisco NAM 2204 appliance does not boot properly, or it constantly or intermittently reboots.

Make sure that the adapter card is firmly seated in its slot. For information on adapter card installation and removal, see the "Installing and Removing a PCI Adapter Card" section on page 4-21.

Check the appliance chassis or the application software. For warranty information, refer to the Cisco Information Packet publication that shipped with your appliance or contact your customer service representative.

If you are using the console port with a terminal, and the Cisco NAM 2204 appliance boots but the console screen is frozen.

Check the external console connection.

Verify that the parameters for your terminal are set as follows:

(a) The terminal should have the same data rate that the appliance has (9600 bps is the default).

(b) 8 data bits.

(c) No parity generated or checked.

(d) 1 stop bit.

The Cisco NAM 2204 appliance powers up and boots only when an adapter card is removed.

Check the adapter card. There might be a problem with the adapter card. Refer to the documentation that was included with your adapter card.

For warranty information, refer to the Cisco Information Packet publication that shipped with your appliance or contact your customer service representative.

The Cisco NAM 2204 appliance powers up and boots only when a particular cable is disconnected.

There might be a problem with the cable. For warranty information, refer to the Cisco Information Packet publication that shipped with your appliance or contact your customer service representative.

Reading the LEDs

There are several LEDs on the Cisco NAM 2204 appliance. LEDs serve the following purposes:

Indicate that basic power is available to the appliance

Guide you to a broken adapter card, or to one that has failed its diagnostics

Give an indication that traffic is flowing through the adapter card to the appliance

The LEDs on the front panel of the Cisco NAM 2204 appliance and corresponding adapter card are aids for determining appliance and adapter performance and operation.

Front-Panel LEDs

Figure C-1 shows the locations of the appliance's front-panel LEDs. Table C-1 describes these LEDs.

Figure C-1 Front-Panel LEDs

Table C-1 Front-Panel LEDs 

LED
Color
State
Description

Appliance Power (location 1)

Green

On

Power on

Off

Off

Power off

Appliance Status
(location 2)

Green

On

Standby or ready for operation

Green

Blinking

Degraded operation (for example, power supply nonredundancy, part of system memory mapped out of BIOS)

Amber

On

One or more critical fault conditions

Amber

Blinking

One or more noncritical fault conditions

Hard Disk Drive
(location 3)

Green

On

HDD activity

Amber

On

HDD fault

Note This is an aggregated indication for all hard disk drives. Each hard disk drive contains its own activity and fault LEDs.

NICs (location 4)

Green

On

NIC activity

System ID (location 5)

Blue

 

System identity

Note LED can be toggled remotely or by the front-panel ID switch to obtain the system's identity.


NIC LEDs

Figure C-2 shows the NIC 1 and NIC 2 LEDs located on the rear of the appliance. These LEDs indicate the connection activity and speed of the NIC ports. Table C-2 describes the activity and connection speed associated with each LED state.

Figure C-2 NIC 1 and NIC 2 LEDs

Table C-2 NIC 1 and NIC 2 LED Descriptions 

LED
Color
State
Description

Left (location 1)

 

Off

No network connection

Green

Solid

Network connection

Green

Blinking

Transmit/receive activity

Right
(location 2)

 

Off

10-Mb/s connection (if left LED is on or blinking)

Green

Solid

100-Mb/s connection

Amber

Solid

1000-Mb/s (or 1-Gb/s) connection


Product Serial Number Location

On the Cisco NAM 2204 appliance, the serial number label is located on the right-hand corner above the RJ-45 serial connector on the front of the appliance. (See Figure C-3.)

Figure C-3 Cisco NAM 2204 Appliance Serial Number Location


Note The serial number for the Cisco NAM 2204 appliance is 11 characters long.


Cisco Product Identification Tool

The Cisco Product Identification (CPI) tool helps you retrieve the serial number of your Cisco products.

Before you submit a request for service online or by phone, use the CPI tool to locate your product serial number. You can access this tool from the Cisco Support website by clicking the Get Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing Cisco Product Identification Tool from the alphabetical list.

This tool offers three search options:

Search by product ID or model name

Browse for Cisco model

Copy and paste the output of the show command to identify the product

Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before you place a service call.

The CPI tool is accessed via Cisco.com at the following URL:

http://tools.cisco.com/Support/CPI/index.do

Access to the CPI tool on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at:

http://tools.cisco.com/RPF/register/register.do