Table Of Contents

Troubleshooting the Installation

Troubleshooting Overview

Before You Call for Technical Assistance

Problem Solving Using a Subsystems Approach

Identifying Startup Problems

Troubleshooting the Power Subsystem

Troubleshooting the Processor Subsystem

Troubleshooting the Network Processor Card

Troubleshooting the Port Adapter and Fixed WAN Ports

Troubleshooting the Cooling Subsystem

Troubleshooting the Installation

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Your Cisco 7100 series 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

•Troubleshooting the Power Subsystem

•Troubleshooting the Processor Subsystem

•Troubleshooting the Cooling Subsystem

These procedures 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. Review the safety warnings listed in the publication Regulatory Compliance and Safety Information for Cisco 7100 Series VPN Routers that accompanied your Cisco 7100 series router before using the troubleshooting procedures in this chapter.

Troubleshooting Overview

This section describes the troubleshooting methods used in this chapter and describes how Cisco 7100 series routers are divided into subsystems for more efficient problem solving.

Figure 5-1 shows the general troubleshooting strategy described in this chapter. Refer to this chart, as necessary, to follow the steps to isolate problems to a specific subsystem; then resolve the problem if possible.

Before You Call for Technical Assistance

If you are unable to easily solve the problem, contact a customer service representative for assistance and further instructions. See "Obtaining Technical Assistance" section for additional information. 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

Figure 5-1 Troubleshooting Strategy for Startup Problems

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—Includes the power supply and the external power cable.

•Processor subsystem—Includes the network processing card, the modular port adapter, the service module, and the fixed WAN ports. The system memory and management functions reside on the network processing card, and the enabled LED on each port indicates if the port is initialized. A modular port adapter that is partially installed in the router can cause the system to hang and crash.

•Cooling subsystem—Includes the fans.

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 that is dislodged from the router. Although an over temperature condition is unlikely at initial startup, the environmental monitoring functions are included in this chapter because they also monitor internal voltages.

When you start the router for the first time, observe the startup sequence described in the "Starting the System and Observing Initial Conditions" section, which contains a more detailed description of the normal startup sequence.

LEDs indicate all system states in the startup sequence. Check the state of the LEDs to 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 the power supply switch to the on (|) position, 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 LEDs on the router should go on as follows:

–The power LED goes on immediately and indicates that the router is receiving power. This LED goes 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, either there is a problem with the power supply (it is damaged or not connected correctly), or the network processing card is not connected properly. Proceed to the "Troubleshooting the Power Subsystem" section.

–The system ready LED goes on after the power LED and indicates that the network processor card is enabled for operation by the system; however, it does not mean that the Fast Ethernet port is functional or enabled. This LED goes 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 network processor card. Contact your service representative for technical assistance.

–Each enabled LED goes on and indicates that the port is initialized and enabled for operation by the system. These LEDs go on during a successful router boot and remain on during normal operation of the router. If an enabled LED fails to go on, proceed to the "Troubleshooting the Port Adapter and Fixed WAN Ports" section.

If any of the LEDs remain off when you start the router, it is probably a problem with the port. Proceed to the "Troubleshooting the Port Adapter and Fixed WAN Ports" section.

–The slot 0 and slot 1 LEDs only go on when the PC Card slot is being accessed by the system. These LEDs remain off during normal operation of the router and do not indicate startup problems.

•The initial system banner should be displayed on the console screen.

If it is not displayed, see the "Connecting the Console Port and Auxiliary Port" section to verify that the terminal is set up correctly and that it is properly connected to the router's console port.

Troubleshooting the Power Subsystem

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

•Is the power LED on?

–If yes, the power source is good, and the power supply is functional.

–If no, make sure the power cable is connected at both ends.

–If the power LED remains off, and the power switch is set correctly, suspect the power source or the power cable. Turn the switch off, connect the power cable to another power source, if available, and turn the switch back on. If the LED goes on, the problem is the first power source.

–If the power LED fails to go on after you connect the power supply to a new power source, replace the power cord, and turn the switch back on. If the LED goes on, return the first power cable for replacement.

–If the LED still fails to go on 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 for further instructions.

Troubleshooting the Processor Subsystem

The processor subsystem comprises the network processing card and the ports. The system can operate without a port adapter installed as long as none are in partial contact with the connector pins. A port adapter that is partially connected to the router sends incomplete signals to the processor, which faults the Peripheral Component Interconnect (PCI) bus and causes the system to hang. Therefore, first ensure that the system software has initialized successfully. Then, if necessary, you can troubleshoot a port adapter.

Troubleshooting the Network Processor Card

The procedures in this section assume that the router is in the original factory configuration, and that you have not made changes to your configuration file.

If the system ready LED does not go on as expected (see the "Identifying Startup Problems" section), check the following items to help isolate the problem:

• Do all of the LEDs remain off when the system power switch is turned on?

–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.

–If the power supply and fans appear operational but the system ready or enable LEDs are off, suspect that an improperly connected port adapter has hung the system. Tighten all captive installation screws, and then restart the system.

•Is the system ready LED on?

–If yes, the system software has initialized successfully, and the system is operational.

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

Troubleshooting the Port Adapter and Fixed WAN Ports

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

•Are all enabled LEDs on?

If yes, the system is operational.

•Are any enabled LEDs off?

–If the enabled LED on a port adapter is off, suspect that the adapter has pulled away from the router. Reseat the adapter in its slot (you do not have to turn off the system power when removing or replacing port adapters). After the system reinitializes the interfaces, the enabled LED on the adapter should go on.

–If the enabled LED on a fixed WAN port is off or if the port adapter's 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.

Troubleshooting the Cooling Subsystem

Check the following to help isolate a problem with the cooling system:

•When you start up the system, do the fans start operating?

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

–If yes, the power to the fans is good.

–If no, there is a problem with the fan or power. (See the "Troubleshooting the Power Subsystem" section.)

•The following messages, if displayed, indicate that the system has detected a critical overtemperature condition or out-of-tolerance power inside the chassis:

Queued messages:

00:01:19:%ENVM-4-ENVWARN:+2.5 V measured at +2.59

00:01:19:%ENVM-4-ENVWARN:+5.15 V measured at +5.31

00:00:19:%ENVM-2-ENVCRIT:chassis core measured at 31C/87F

00:00:19:%ENVM-2-ENVCRIT:chassis inlet measured at 27C/80F

00:00:19:%ENVM-2-ENVCRIT:chassis outlet 1 measured at 30C/86F

00:00:19:%ENVM-2-ENVCRIT:chassis outlet 2 measured at 30C/86F

Although an overtemperature condition is unlikely at initial startup, ensure that heated exhaust air from other equipment is not entering the router's inlet vent, and that there is sufficient clearance around the sides of the chassis to allow cooling air to flow. (See the "Site Requirement Guidelines" section for preventive site configurations.)

The above message could also indicate a faulty component or temperature sensor. Use the show environment or show environment table command to display the internal chassis environment. (See the "Displaying Environmental Status Reports" section for descriptions of the show environment and show environment table commands.)

If you experience trouble with the startup that is not resolved with these procedures, manually power off the router and contact a service representative for assistance and
further instructions.