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This chapter provides basic troubleshooting information to help you identify some common problems that might occur with your WAVE-574.
This chapter contains the following sections:
•Checking Connections and Switches
•Troubleshooting the Ethernet Controller
•Identifying Problems Using Trouble Indicators and Status LEDs
Use the information in this chapter to determine whether a problem originates with the hardware or the software. For further assistance, contact your Cisco customer service representative.
Note The WAAS software does not support the use of a keyboard or mouse (Personal System/2 [PS/2] or Universal Serial Bus [USB]) for Linux and WAAS software troubleshooting. However, the keyboard and mouse are supported by the BIOS for power-on self-test (POST) and the diagnostic programs that are located in the appliance ROM.
When console redirection is enabled (it is enabled by default), all the tests available from a keyboard are accessible through the console connection as well. (Mouse support, however, is not available through the console connection.)
Note Read the "Working Inside the WAVE-574 with the Power On" section on page 2-6 before opening the chassis cover.
To identify system problems, follow these steps:
Step 1 Check the power LED.
Step 2 Check the internal health LED (see Internal health LED, page 1-3).
Step 3 Power down the appliance and all external devices.
Step 4 Check all cables and power cords. (See the "Checking Connections and Switches" section.)
Step 5 Power up the appliance.
Step 6 Record any POST error messages that are displayed on the screen. If an error is displayed, look up the first error in the "POST Error Codes" section.
Step 7 If the self-diagnostic programs were completed successfully and you still suspect a problem, see the "Undetermined Problems" section.
Step 8 Check the system error log to see if an error was recorded by the system.
Improperly set switches and controls and loose or improperly connected cables are the most likely source of problems for the chassis or other external equipment. A quick check of all the switches, controls, and cable connections can easily solve these problems. (See Figure 1-1 for the location of front panel controls and indicators. See Figure 1-3 for the location of back panel connectors on the system.)
To check all the connections and switches, follow these steps:
Step 1 Power down the system. Disconnect all the power cables from their electrical outlets.
Step 2 If the system is connected to a power strip (or power distribution unit), turn the power strip off and then on again.
If the power strip is receiving power go to Step 5.
If the power strip is not receiving power go to Step 3.
Step 3 Plug the power strip into another electrical outlet.
If the power strip is receiving power, the original electrical outlet probably does not function. Use a different electrical outlet.
If the power strip is not receiving power go to Step 4.
Step 4 Plug a system that you know works into the electrical outlet.
If the system receives power, the power strip is probably not functioning properly. Use another power strip.
If the system does not receive power, go to Step 5.
Step 5 Reconnect the system to the electrical outlet or power strip.
Make sure that all connections fit tightly together.
Step 6 Power up the system.
If the problem is resolved, the connections were loose. You have fixed the problem.
If the problem is not resolved, call your customer service representative. (See the "Obtaining Documentation and Submitting a Service Request" section on page xix.)
This section provides troubleshooting information for problems that might occur with the 10/100/1000-Mbps Ethernet controller.
This section contains the following topics:
•Ethernet Controller Troubleshooting Chart
If the Ethernet controller cannot connect to the network, check the following conditions:
•Make sure that the cable is installed correctly.
The network cable must be securely attached at all connections. If the cable is attached but the problem remains, try a different cable.
If you set the Ethernet controller to operate at either 100 Mbps or 1000 Mbps, you must use Category 5 or higher cabling.
•Determine whether the switch or device to which the WAVE appliance is connected supports autonegotiation. If it does not, try configuring the integrated Ethernet controller manually to match the speed and duplex mode of the switch.
•Check the Ethernet controller LEDs on the appliance back panel. (See Figure 1-3.)
These LEDs indicate whether a problem exists with the connector, cable, or switch:
–The Ethernet link status LED is on when the Ethernet controller receives a link pulse from the switch. If the LED is off, there might be a defective connector or cable or a problem with the switch.
–The Ethernet activity LED is on when the Ethernet controller sends or receives data over the Ethernet network. If the Ethernet activity LED is off, make sure that the switch and network are operating and that the correct device drivers are installed.
Table 6-1 lists solutions to 10/100/1000-Mbps Ethernet controller problems.
If the internal health LED on the front of the appliance is amber or red (see Internal health LED, page 1-3) , one or more LEDs inside the appliance or on the power supply will be on. Your appliance has LEDs to help you identify problems with some components. See "System Board LEDs" section on page 1-10 for the location and description of these indicators.
Use the information in this section if the diagnostic tests did not identify the failure, the devices list is incorrect, or the system is inoperative.
Note Damaged data in CMOS can cause undetermined problems.
Note Damaged data in BIOS code can cause undetermined problems.
Check the system LEDs for the power supplies (see the "System Board LEDs" section on page 1-10). If the LEDs indicate the power supplies are working correctly, follow these steps:
Step 1 Power down the appliance.
Step 2 Be sure the appliance is cabled correctly.
Step 3 Remove or disconnect the following devices (one at a time) until you find the failure (power up the appliance and reconfigure it each time):
•Any non-Cisco devices
•Surge suppressor device (on the appliance)
•Each Cisco inline adapter
•Disk drives
•Memory modules (minimum requirement = 2 GB; two banks of 1 GB DIMMs)
Note Any component that is internal to the appliance, with the exception of customer-replaceable adapters, must be serviced by trained and qualified personnel. Contact your customer service representative.
Step 4 Power up the appliance. If the problem remains, contact Cisco TAC:
Note If the problem goes away when you remove an adapter from the system, and replacing that adapter does not correct the problem, check the system board.
Note If you suspect a networking problem and all the system tests pass, check if there is a network cabling problem external to the system.
Because of the variety of hardware and software combinations that can be encountered, use the following information to assist you in identifying the problems. If possible, have this information available when requesting technical assistance.
•Machine type and model
•Microprocessor or hard disk upgrades
•Failure symptom
–What, when, where; single or multiple systems?
–Is the failure repeatable?
–Has this configuration ever worked?
–If it has been working, what changes were made before it failed?
–Is this the original reported failure?
•Hardware configuration
–Print (print screen) configuration currently in use
–BIOS level
•WAAS system software type and version level
To eliminate confusion, identical systems are considered identical only if they meet all these conditions:
•Are the exact machine type and models
•Have the same BIOS level
•Have the same adapters or attachments in the same locations
•Have the same address jumpers, terminators, and cabling
•Have the same WAAS software versions and levels
•Have the same configuration options set in the system
•Have the same setup for the operating system control files
Comparing the configuration and software setup in working and nonworking systems might help to resolve the problem.
You can use the error symptom tables to find solutions to problems that have definite symptoms.
In the following tables (Table 6-2 to Table 6-9), the first entry in the "Cause and Action" column is the most likely cause of the symptom.
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Problems such as broken cover latch or indicator LEDs not working. |
Broken component. Call your customer service representative. |
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A problem occurs only occasionally and is difficult to detect. |
1. Verify the following items: a. All cables and cords are connected securely to the rear of the appliance and attached hardware options. b. When the appliance is powered on, air is flowing from the rear of the appliance at the fan grille. If there is no airflow, the fans are not working. This causes the appliance to overheat and shut down. 2. Check the system error log. 3. See the "Undetermined Problems" section. |
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The power-control button does not work, and the reset button does not work (the appliance does not start). Note The power-control button will not function until 20 seconds after the appliance has been connected to power. |
1. Verify the following items: a. The power cables are properly connected to the appliance. b. The electrical outlet functions properly. c. The type of memory installed is correct. 2. If you just installed a hardware option, remove it, and restart the appliance. 3. See the "Undetermined Problems" section. |
The appliance does not power down. |
1. Turn off the appliance by pressing the power-control button for 5 seconds. 2. Restart the appliance. 3. If the appliance fails POST and the power-control button does not work, disconnect the power cord for 20 seconds. Reconnect the power cord and restart the appliance. |
The appliance unexpectedly shuts down, and the LEDs on the operator information panel are not lit. |
See the "Undetermined Problems" section. |
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A serial appliance does not work. For more information about the console port, see the "Console Port Serial Connector" section on page 1-8. |
1. Verify the following items: a. The appliance is compatible with the WAVE appliance. b. The serial port is enabled and is assigned a unique address. c. The appliance is connected to the correct port (see the "Hardware Features" section on page 1-2). 2. Check for a failing serial appliance. |
This section describes the power-on self test (POST) and the POST error codes and messages. This section contains the following topics:
When you power up the appliance, it performs a series of tests that check the operation of components and some of the hardware options installed in the appliance. This series of tests is called the power-on self-test, or POST.
If the POST finishes without detecting any problems, a single beep sounds, and the first screen of your operating system or application program appears.
If the POST detects a problem, more than one beep sounds, and an error message appears on your screen. See the "POST Error Codes" section for more information.
Note If you have a power-up password or administrator password set, you must enter the password and press Enter when prompted, before POST will continue.
Note A single problem might cause several error messages. When this situation occurs, you should correct the cause of the first error message. After you correct the cause of the first error message, the other error messages usually will not occur the next time that you run the test.
The POST error log contains the three most recent error codes and messages that the system generated during the POST. The system error log contains all messages issued during the POST and all system status messages from the service processor.
You can view the contents of the system error log from the diagnostic programs.
The error messages and codes in this section include all messages generated by the WAVE appliance. Some messages are informational only and do not indicate any error. A WAVE appliance generates only the codes that are applicable to its configuration and options.
Possible Cause: Advanced ECC support is enabled.
Action: None.
Possible Cause: Advanced ECC with Hot-Add support is enabled.
Action: None.
Possible Cause: This message indicates Online Spare Memory is enabled and indicates the amount of memory reserved for this feature.
Action: None.
Possible Cause: This message indicates Mirrored Memory is enabled and indicates the amount of memory reserved for this feature.
Action: None.
Possible Cause: This message indicates RAID Memory is enabled and indicates the amount of memory reserved for this feature.
Action: None.
Possible Cause: The WAVE appliance shut down because of an unexpected event on the previous boot.
Action: Check the System Management Log or OS Event Log for details on the failure.
Possible Cause: A catastrophic system error, which caused the WAVE appliance to crash, has been logged.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The minimum number of required fans is installed, but some redundant fans are missing or failed.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The minimum number of required fans is missing or failed.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The DMA controller has experienced a critical error that has caused an NMI.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: A PCI Express port has experienced a fatal error that caused an NMI.
Action: Reseat any loose PCI Express boards. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The processor front-side bus experienced a fatal error.
Action: Reseat any loose processors. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The system experienced a critical error that caused an NMI.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The hub link interface has experienced a critical failure that caused an NMI.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The System ROM is not properly programmed.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Description: The Fibre Channel adapter is not supported on the WAVE appliance.
Action: Install the supported Fibre Channel adapter.
Possible Cause: Ambient temperature exceeds recommended levels, fan solution is insufficient, or fans have failed.
Action: Adjust the ambient temperature and check fans. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The WAVE appliance has entered the Illegal Operator Handler because of an unexpected event. This error is often software-related and does not necessarily indicate a hardware issue.
Action: Be sure that all software is installed properly. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The iLO controller generated an NMI.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: A processor has experienced an internal error.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Description: Invalid or mixed memory types were detected during POST.
Action: Use only Cisco DIMM pairs when populating memory sockets. See the "Installing Memory" section on page 4-8. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: An invalid password was entered.
Action: Enter a valid password to access the system.
Possible Cause: A valid password that does not have permissions to access the system has been entered.
Action: Enter a valid password with the correct permissions.
Description: The system detects DIMMs, but is unable to use the DIMMs because a processor is not installed in the corresponding socket.
Action: Be sure the memory is installed correctly. Use only Cisco DIMM pairs when populating memory sockets. See the "Installing Memory" section on page 4-8. If the problem persists, contact the Cisco Technical Assistance Center.
Description: Mixed processor speeds are not supported.
Action: Refer to the WAVE appliance documentation for supported processors. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: A keyboard is not connected. An error has not occurred, but a message is displayed to indicate the keyboard status.
Action: No action is required.
Possible Cause: The NMI button was pressed, initiating a memory dump for crash dump analysis.
Action: Reboot the WAVE appliance.
Possible Cause: An NMI event has occurred.
Action: Reboot the WAVE appliance.
Description: Each node must have the same memory configuration to enable interleaving.
Action: Be sure the memory is installed correctly. Use only Cisco DIMM pairs when populating memory sockets. See the "Installing Memory" section on page 4-8. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: An uncorrectable error memory event occurred in a memory DIMM.
Action: Use the DIMM LEDs to identify failed DIMMs and replace the DIMMs. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: A PCI device has generated a parity error on the PCI bus.
Action: For plug-in PCI cards, remove the card. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: PCI-X Hot Plug expansion slot was not powered up properly.
Action: Reboot the WAVE appliance.
Possible cause: Processor not supported by current WAVE appliance.
Action: Refer to the WAVE appliance documentation for supported processors. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The system recognizes both the system ROM and redundant ROM as valid. This is not an error.
Action: None
Possible Cause: The backup system ROM is corrupted. The primary ROM is valid.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: ROM bootblock is corrupt.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The primary system ROM is corrupt. The system is booting from the redundant ROM.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: The system has reached a cautionary temperature level and is shutting down in X seconds.
Action: Adjust the ambient temperature and check the fans. If the problem persists, contact the Cisco Technical Assistance Center.
Description: The first DIMM socket in the pair is not populated. The second DIMM in the pair is not recognized or used.
Action: Be sure the memory is installed correctly. Use only Cisco DIMM pairs when populating memory sockets. See the "Installing Memory" section on page 4-8. If the problem persists, contact the Cisco Technical Assistance Center.
Possible cause: One or more 800-MHz front side bus speed processors have been initialized at 667-MHz.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Description: Unsupported memory types found in system.
Action: Be sure the memory is installed correctly. Use only Cisco DIMM pairs when populating memory sockets. See the "Installing Memory" section on page 4-8. If the problem persists, contact the Cisco Technical Assistance Center.
Possible cause: The PCI card installed in the slot referenced in the message is strictly not supported on this system.
Action: Remove the card from the slot reported in the message.
Possible Cause: Processor and/or processor stepping is not supported by the current system ROM.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: Only Type 0 and Type 1 Header PCI Devices are configured by the system ROM. The device will not work unless the OS or device driver properly configure the card. Typically this message only occurs when PCI cards with a PCI to PCMCIA bridge are installed.
Action: Check the installation of any PCI devices. If the problem persists, contact the Cisco Technical Assistance Center.
Possible cause: One or more 800-MHz front side bus speed processors have been initialized at 667-MHz.
Action: If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: Keyboard failure occurred.
Action: To correct this failure, follow these steps:
Step 1 Power down the WAVE appliance, and then reconnect the keyboard.
Step 2 Be sure no keys are depressed or stuck.
Step 3 If the failure reoccurs, replace the keyboard.
Possible Cause: Keyboard failure occurred.
Action: To correct this failure, follow these steps:
Step 1 Power down the WAVE appliance, and then reconnect the keyboard.
Step 2 Be sure no keys are depressed or stuck.
Step 3 If the failure reoccurs, replace the keyboard.
Possible Cause: System board, keyboard, or mouse controller failure occurred.
Action: To correct this failure, follow these steps:
Step 1 Be sure the keyboard and mouse are connected.
Step 2 2. If the problem persists, contact the Cisco Technical Assistance Center.
Possible Cause: Keyboard, keyboard cable, mouse controller, or system board failure.
Action: To correct this failure, follow these steps:
Step 1 Be sure the keyboard and mouse are connected.
Step 2 If the problem persists, contact the Cisco Technical Assistance Center.