Overview: Troubleshooting the Cisco 4000 Series Integrated Services Routers
Your Cisco 4000 Series Integrated Services Routers (ISRs) went through extensive testing before leaving the factory. However, if you encounter problems starting the router, use the information in this chapter to help isolate the cause of the problems. This chapter contains the following sections:
This document contains the following sections:
Note The procedures in this chapter assume that you are troubleshooting the initial system startup and that your router 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. Make sure to review the safety warnings listed in the Regulatory Compliance and Safety Information for the Cisco 4000 Series Integrated Services Routers publication that accompanied your Cisco 4000 Series Integrated Services Routers before using the troubleshooting procedures in this chapter.
This section describes the methods used in troubleshooting the router. The troubleshooting methods are organized according to the major subsystems in the router.
If you are unable to solve a problem on your own, you can contact a Cisco customer service representative for assistance. When you call, have the following information ready:
– Use the show platform command to determine which SPAs are installed if possible.
- Cisco software release number.
– Use the show version command to determine this information if possible.
- Brief description of the symptoms and steps you have taken to isolate and solve the issue.
- Maintenance agreement or warranty information.
Note To troubleshoot interface cards, refer to the documentation for the particular card on Cisco.com.
If you cannot locate the source of the problem, contact a Cisco customer service representative for information on how to proceed. For technical support information, refer to “Obtaining Documentation and Submitting a Service Request”. Before you call, have the following information ready:
- Chassis type and serial number
- Maintenance agreement or warranty information
- Type of software and version number
- Date you received the router
- Brief description of the problem
- Brief explanation of the steps you have taken to isolate the problem
This section describes system error and recovery messages that may appear when a Cisco 4000 Series Integrated Services Routers is operated. The Cisco IOS XE software displays system error and recovery messages on an external device console terminal screen.
The terminal should display one of the following prompts:
Router> (indicates the user EXEC command mode)
Router# (indicates the privileged EXEC command mode)
Table 1-1 describes some of the most common system error and recovery messages.
Table 1-1 System Messages
%ENVMON-3-FAN_OK: Fan <fan-number> functional now
The cooling fan within the chassis is working.
%ENVMON-3-FAN_FAIL: Fan <fan-number> is malfunctioning
The cooling fan within the chassis is not working.
%CFG-3-CARD_NOT_SUPPORTED: Slot <n>. <Card identification from cookie, including at least card type, version, revision, and serial number>
The card found is not recognized or is not supported in the specified slot. Check the feature license to be sure it is enabled.
Follow these general guidelines for troubleshooting the router:
1. Verify that your configuration is correct for your network application.
2. Make any required changes to the running-config file, and then test the configuration. If it is satisfactory, save it to the startup-config file using the copy running-config startup-config command.
3. Enable system message logging. See the "Enable System Logging" section.
4. Run the diagnostic tool to verify device functionality and connectivity. See the "Running Diagnostics" section.
5. If the system appears to be having hardware or disk problems, see the section Troubleshooting Hardware.
6. After you have determined that your troubleshooting attempts have not resolved the problem, contact the Cisco Technical Assistance Center (TAC) or your technical support representative. See the "Contacting Cisco Technical Support" section.
Contacting Cisco Technical Support
If you are unable to resolve a problem after using the troubleshooting suggestions in the articles in this wiki, contact the Cisco Technical Assistance Center (TAC) for assistance and further instructions. Before you call, have the following information ready to help your TAC engineer assist you as quickly as possible:
- Date that you received the router hardware
- Chassis serial number
- Type of software and release number (if possible, enter the show version command)
- Maintenance agreement or warranty information
- Problem description including:
– What is the problem and what are the user visible symptoms?
– Where and when it occurs
– Error messages, alerts, and alarms seen
– Steps to duplicate the problem
- Explanation of the steps that you have already taken to isolate and resolve the problem
- Diagnostic test output--see the "Running Diagnostics" and "Collecting Troubleshooting Information" sections.
- Other evidence of the problem such as packet captures, log files, core files, and other output from the router.
Use the following technical notes in Table 1-2 to troubleshoot system issues.
Use your account on Cisco.com to access the following tools in Table 1-3 . If you do not have an account or have forgotten your username or password, click Register to create a free account.
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