Cisco 7301 Installation and Configuration Guide - Troubleshooting Initial Startup Problems [Cisco 7300 Series Routers]

Table Of Contents

Troubleshooting Initial Startup Problems

Troubleshooting Overview

Online Troubleshooting Resources

Problem Solving Using a Subsystems Approach

Identifying Startup Problems

Troubleshooting the Power Subsystem

Troubleshooting the Cooling Subsystem

Troubleshooting the I/O Subsystem

Troubleshooting the Processor Subsystem

Troubleshooting the Port Adapter or Service Adapter

Upgrading the Boot Helper (Boot Loader) Image

Cleaning the Fiber-Optic Connections

Troubleshooting Initial Startup Problems

Your Cisco 7301 router 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:

•Troubleshooting Overview

•Online Troubleshooting Resources

•Problem Solving Using a Subsystems Approach

•Upgrading the Boot Helper (Boot Loader) Image

•Cleaning the Fiber-Optic Connections

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 7301 Internet Router publication that accompanied your Cisco 7301 router before using the troubleshooting procedures in this chapter.

Troubleshooting Overview

This section describes the troubleshooting methods used in this chapter and describes how the Cisco 7301 router is divided into subsystems for more efficient problem solving. If you are unable to easily solve the problem, contact a customer service representative for assistance and further instructions.

Provide the representative with the following information:

•Date you received the router

•Chassis serial number

•Type of software and release number

•Brief description of the problem you are having

•Brief explanation of the steps you have taken to isolate and resolve the problem

•Maintenance agreement or warranty information

The following table shows the general troubleshooting strategy described in this chapter. Refer to this table, as necessary, to follow the steps to isolate problems to a specific subsystem; resolve the problem if possible.

Action

Yes

No

Step 1

Turn power on. Go to Step 2.

—

—

Step 2

Green STATUS LED on?

Go to Step 4.

Troubleshoot power system, and go to Step 3.

Step 3

Green STATUS LED on?

Go to Step 4.

Obtain technical assistance.

Step 4

Fans operating?

Go to Step 6.

Troubleshoot cooling subsystem, and go to Step 5.

Step 5

Fans operating?

Go to Step 6.

Obtain technical assistance.

Step 6

RJ-45 EN LEDs on?

Go to Step 8.

Check all cable connections and restart system. Check that the SFP GBIC module is fully seated. Go to Step 7.

Step 7

RJ-45 EN LEDs on?

Go to Step 8.

Obtain technical assistance

Step 8

Port adapter EN LEDs on?

Go to Step 10.

Reseat port adapters and restart system. Go to Step 9.

Step 9

Port adapter EN LEDs on?

Go to Step 10.

Obtain technical assistance.

Step 10

System startup successful.

—

—

Online Troubleshooting Resources

In addition to following the subsystems approach to troubleshooting, a variety of online troubleshooting resources are available.

•The Cisco 7301 Router Troubleshooting Module contains information to help you troubleshoot problems with the Cisco 7301 router. It is online at http://www.cisco.com/univercd/cc/td/doc/product/core/7301/trouble/index.htm.

•Cisco 7301 Router Troubleshooting and Configuration Notes is online at http://www.cisco.com/univercd/cc/td/doc/product/core/7301/trouble/7301note.htm.

•Cisco.com registered users can access various troubleshooting tools such as Software Advisor, Cisco IOS Error Message Decoder Tool, and Output Interpreter Tool from the Troubleshooting Tools menu after logging in at http://www.cisco.com/.

•Inspection and Cleaning Procedures for Fiber-Optic Connections provides information about cleaning fiber optic connections.

•Compressed Air Cleaning Issues for Fiber-Optic Connections provides information about cleaning fiber optic connections.

Problem Solving Using a Subsystems Approach

The key to solving problems with the system is isolating the problem to a specific subsystem. The first step in solving startup problems is to compare what the system is doing to what it should be doing. Because a startup problem is usually caused by a single component, it is more efficient to first isolate the problem to a subsystem rather than troubleshoot each component in the system. For these troubleshooting procedures, consider the following subsystems:

•Power subsystem—This subsystem comprises the power supply, the external power cable, and the system board.

•Cooling subsystem—The fans should be operating whenever system power is on. Contact your customer service representative if you determine a fan is not functioning properly.

•Processor subsystem—This subsystem includes the processing and input/output functions, the port adapter or service adapter, and system memory and management functions. The ENABLE LED on the port adapter indicates if the port adapter is initialized. A port adapter that is partially installed can cause the system to pause indefinitely and reload.

The following sections help you isolate a problem to one of these subsystems and direct you to the appropriate troubleshooting section.

Identifying Startup Problems

Startup problems are commonly due to the source power or to a port adapter or service adapter that is dislodged from the system board. Although an overtemperature condition is unlikely at initial startup, the environmental monitoring functions are included in this chapter because they also monitor internal voltages.

When you start up the router for the first time, you should observe the startup sequence described in the "Starting the System and Observing Initial Conditions" section on page 3-9 in Chapter 3, "Starting and Configuring the Router." This section contains a more detailed description of the normal startup sequence and describes the steps to take if the system does not perform that sequence as expected.

LEDs indicate all system states in the startup sequence. By checking the state of the LEDs, you can determine when and where the system failed in the startup sequence. Use the following descriptions to isolate the problem to a subsystem, and then proceed to the appropriate sections to try to resolve the problem.

When you start up the system by turning on the power supply switch, the following should occur:

•You should immediately hear the fans operating. If not, proceed to the "Troubleshooting the Cooling Subsystem" section. If you determine that the power supply is functioning normally and that a fan is faulty, contact a customer service representative. If a fan does not function properly at initial startup, there are no installation adjustments that you should make.

•The STATUS LED should come on. As the system boots to ROM monitor state, the STATUS LED is amber. The STATUS LED turns green when the system boots to the Cisco IOS state. If the system does not boot properly, call your local service representative.

•The native RJ-45 EN LED comes on and indicates that a RJ-45 port (0/0, 0/1, or 0/2) is initialized and enabled for operation by the system. This LED comes on during a successful router boot and remains on during normal operation of the router.

If this LED remains off when you start the router, it is probably a problem with the RJ-45 port. Consult Step 6 in the troubleshooting table on page 5-2.

•The native LINK LED comes on only when a router Gigabit Ethernet SFP GBIC port (0/0, 0/1, or 0/2) is receiving a carrier signal from the network. This LED remains off during normal operation of the router unless there is an incoming carrier signal, and does not indicate startup problems.

•The ENABLED LED on the port adapter or service adapter comes on when the processor completes its initialization of the adapter for operation. An ENABLED LED indicates that the adapter is receiving power and has been recognized by the processor; it does not indicate the state of the individual interfaces on the adapters. If an ENABLED LED fails to come on, proceed to the "Upgrading the Boot Helper (Boot Loader) Image" section.

•When all LEDs come on to indicate that the system has booted successfully, the initial system banner should be displayed on the console screen. If it is not displayed, see Appendix A, "Specifications" to verify that the terminal is set correctly and that it is properly connected to the console port.

Troubleshooting the Power Subsystem

Check the following to help isolate a problem with the power subsystem:

Note If the system powers off, wait at least one minute before manually rebooting the system, or it will pause indefinitely.

Table 5-1 Troubleshooting the Power Subsystem

Symptom

Possible Cause

Possible Solution

System begins power on, amber STATUS LED comes on.

System has failed to boot Cisco IOS.

Power off, and reboot the system. Check to be sure you are using the correct Cisco IOS release. If Cisco IOS does not boot, and the green STATUS LED is not displayed, contact a service representative.

System does not power on.

AC power cable not fully seated at system or at the wall outlet (power source).

Turn the router power switch to the off position and reseat the AC power cable at the system or at the wall outlet (power source).

DC power cable not turned on at the panel board of the circuit breaker.

Turn the router power switch to the off position and locate the circuit breaker on the panel board that services the DC circuit, switch the circuit breaker to the on position.

AC internal power cables are not fully seated; from the power supply to the system board, from the power supply to the power switch, and the power supply to the power connector

Turn the router power switch to the off position and unplug the router power cable. Open the cover and check the power supply cable connections. Reseat the cables if necessary. Replace the cover, plug in the power cable, and power on the router.

System does not power on.

DC internal power cables are not fully seated; from the power supply to the system board, from the power supply to the power switch, and the power supply to the power connector

Turn the router power switch to the off position and unplug the router power cable. Open the cover and check the power supply cable connections. Reseat the cables if necessary. Replace the cover, plug in the power cable, and power on the router.

Power source is faulty.

Turn the switch off, connect the power cable to another power source, if available, and turn the router power switch back on.

System does not power on.
(continued)

Faulty power cable.

Turn the switch to the off position, remove the cable and replace it.

Faulty power supply.

If the system still fails to come up when the power supply is connected to a different power source with a new power cable, the power supply is probably faulty. Contact a service representative.

System powers off, no STATUS LED, and no operating fans.

Power supply failure.

Contact a service representative.

Troubleshooting the Cooling Subsystem

Check the following to help isolate a problem with the cooling sub system:
Table 5-2 Troubleshooting the Cooling Subsystem
Symptom

Possible Cause

Possible Solution
System displays the following message:
Router: 00:03:46:%ENVM-3-BLOWER:Fan 2 
may have failed
One or more fans are not operating.

Replace fan 2.

Contact a service representative
System shuts down, some fans may or may not continue to rotate, and this error message is displayed:
Queued messages:
%ENVM-1-SHUTDOWN: Environmental 
Monitor initiated shutdown
This error message indicates that the system has detected an overtemperature condition or out-of-tolerance power condition inside the chassis.
•One or more fans are not operating.

•The fans are operating too slowly.

•The power supply is not operating.

To determine if the fans are operating, listen for them. In noisy environments, place your hand on the rear of the chassis to feel if air is being forced out the vents.

Contact a service representative.
Heated exhaust air from other equipment is entering the router's inlet vents.

Move other equipment or the router to ensure proper airflow.
System shuts down and this error message
is displayed:
Queued messages:
%ENVM-1-SHUTDOWN: Environmental 
Monitor initiated shutdown
This error message indicates that the system has detected an overtemperature condition or out-of-tolerance power condition inside the chassis.

Note The system fans may continue to operate although the system shuts down.
The error message could indicate a faulty component or temperature sensor. Before the system shuts down, use the show environment or show environment table command to display the internal chassis environment. See Chapter 3, "Starting and Configuring the Router," the "Reporting Functions" section on page 3-6 for descriptions of the show environment and show environment table commands.)

Contact a service representative.
If an environmental shutdown results from an out-of-tolerance power condition, the system shuts down.

If the system still fails to come up when the power supply is connected to a different power source with a new power cable, the power supply is probably faulty. Contact a service representative.
Troubleshooting the I/O Subsystem

The procedures in this section assume that you have not made changes to your configuration file.

If the Cisco 7301 router I/O LEDs do not go on as expected (see the "Identifying Startup Problems" section), check the following items to help isolate the problem:

Table 5-3 Troubleshooting the I/O Subsystem

Symptom

Possible Cause

Possible Solution

LEDs remain off when the system power switch is turned on.

Power supply or cooling subsystem is faulty.

If the LEDs stay off, first see the "Troubleshooting the Power Subsystem" section and the "Troubleshooting the Cooling Subsystem" section to ensure that both the fans and the power supply are functioning properly.

Power supply and fans appear operational, but none of the I/O LEDs are on.

The improperly connected port adapter has indefinitely paused the system.

Reseat the port adapter, tighten the screw of the port adapter latch, and then restart the system.

The prior configuration—native Gigabit Ethernet—LEDs remain on after configuring the ports to change the configuration from one media type to the other.

The media-type command was not used when changing the configuration of these ports.

See Chapter 3, "Starting and Configuring the Router," the "Configuring the Native Gigabit Ethernet Interfaces" section on page 3-14.

Troubleshooting the Processor Subsystem

The processor subsystem comprises the system board and the port adapter. A port adapter that is partially connected to the system board sends incomplete signals to the processor, which faults the PCI bus and causes the system to hang. Therefore, first ensure that the system software has initialized successfully and then check to see if the port adapter is fully connected.

Troubleshooting the Port Adapter or Service Adapter

Check the following to help isolate a problem with the port adapter or service adapter:

Table 5-4 Troubleshooting the Port Adapter or Service Adapter

Symptom

Possible Cause

Possible Solution

Port adapter or service adapter ENABLED LED is off.

The port adapter or service adapter might have pulled away from the system board.

Reseat the adapter in its slot (you do not have to turn off the system power when removing or replacing port and service adapters). After the system reinitializes the interfaces, the ENABLED LED on the port or service adapter should go on.

If the ENABLED LED remains off, the system detected a processor hardware failure. (This LED should be on in normal operation.) Contact a service representative for instructions.

Upgrading the Boot Helper (Boot Loader) Image

The boot helper (boot loader) image resides in Flash memory and contains a subset of the Cisco IOS software. This image is used to boot your router from the network or to load Cisco IOS images onto the router. This image is also used if the system cannot find a valid system image.

Your boot helper (boot loader) image should correspond to the Cisco IOS release that is running on your router.

Note The Cisco 7301 router requires the c7301-boot-mz boot helper image.

To upgrade your boot helper (boot loader) image, obtain the most current boot helper image through Cisco.com and copy the new boot helper image to Flash memory on your router. Access Cisco.com on the web and if you are a registered Cisco.com user, click Login at the top right of the page. If you are not a registered Cisco.com user, you can register by clicking Register at the top right side of the Cisco.com page. After you have logged in, click Technical Support. Follow the Software Center link under Service and Support. You need to get a login password from a Cisco representative to retrieve files from the Software Center.

To obtain a boot helper (boot loader) image from Cisco.com and upgrade your bootflash, do the following:

Step 1 Download the boot helper (boot loader) image from Cisco.com to a Trivial File Transfer Protocol (TFTP) server.

Step 2 Reformat the Flash memory on your router as follows:
router# format bootflash:
Format operation may take a while. Continue? [confirm]
Format operation will destroy all data in "bootflash:".  Continue? [confirm]
Formatting sector ...   
Format of bootflash:complete
Note Reformatting Flash memory erases the current Flash memory contents.

Step 3 Copy the boot helper image from the TFTP server to Flash memory as follows:
router# copy tftp bootflash:
Address or name of remote host []? 10.7.0.99
Source filename []? c7301-boot-mz.122-4.BW
Destination filename [c7301-boot-mz.122-4.BW]?
Loading c7301-boot-mz.122-4.BW from 10.7.0.99 (via GigabitEthernet0/3):
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 
[OK - 5137928/10275840 bytes]
5137928 bytes copied in 45.420 secs (114176 bytes/sec)
This completes the procedure for upgrading your boot helper (boot loader) image. For more detailed instructions on loading and maintaining system images and microcode, including boot helper images, refer to the Cisco IOS Configuration Fundamentals Configuration Guide, which is available on Cisco.com.

Cleaning the Fiber-Optic Connections

For information about cleaning fiber-optic cable connectors and receptacles, see the Inspection and Cleaning Procedures for Fiber-Optic Connections document, and the Compressed Air Cleaning Issues for Fiber-Optic Connections document. It provides detailed illustrations and photos of procedures and equipment required to properly clean fiber-optic connections.