- About this Guide
- Cisco Service Control Overview
- Introduction to the Cisco SCE8000 Platform
- Cisco SCE8000 Topology and Topology-Related Parameters
- Installing the Cisco SCE8000 Chassis
- Connecting the Management Interfaces
- Cabling the Line Ports and Completing the Installation
- Basic Cisco SCE8000 Platform Operations
- Troubleshooting
- Removal and Replacement Procedures
- Using Optical Splitters with 10GBE Links
- CLI Commands to Verify a Successful Installation
- System Error Log Messages
Cisco SCE8000 10GBE Installation and Configuration Guide, Release 4.1.x
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
- Updated:
- February 28, 2014
Chapter: Troubleshooting
Troubleshooting
Introduction
Your Cisco SCE 8000 platform went through extensive testing before leaving the factory. However, if you encounter problems starting it, use the information in this chapter to help isolate the cause of the problems. The procedures in this chapter assume that you are troubleshooting the initial system startup, and that your Cisco SCE 8000 platform 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 Regulatory Compliance and Safety Information for the Cisco SCE8000 that accompanied your Cisco SCE 8000 platform before using the troubleshooting procedures in this chapter.
This chapter contains the following sections:
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Troubleshooting with the User Log
Troubleshooting Overview
This section describes the troubleshooting methods used in this chapter and describes how the Cisco SCE 8000 platform 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 Cisco SCE 8000
•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
Table 8-1 shows the general troubleshooting strategy described in this chapter. See this table, as necessary, to follow the steps to isolate problems to a specific subsystem and resolve the problem if possible.
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Step 1 |
Turn power on. Go to Step 2. |
— |
— |
Step 2 |
Check the following: • • • |
Go to Step 3. |
See Troubleshooting the Power Subsystem and go to |
Step 3 |
Status LED red (failure)? |
See Troubleshooting the Firmware Package Installation and go to Step 4. |
Go to Step 4. |
Step 4 |
Management interface operational? |
Go to Step 5. |
See Troubleshooting the Management Subsystem and go to Step 5. |
Step 5 |
Link interfaces operational? |
Go to Step 6. |
See Troubleshooting the Link Interface Subsystem and go to Step 6. |
Step 6 |
System startup successful (all interfaces operating normally). |
— |
— |
Information About Troubleshooting Tools
There are two tools that will help you to successfully troubleshoot your Cisco SCE 8000 installation:
•CLI Commands for Troubleshooting
CLI Commands for Troubleshooting
Use the following commands to provide information to help you troubleshoot installation of your Cisco SCE 8000 platform. See the Cisco SCE8000 10GBE Software Configuration Guide or the Cisco SCE8000 CLI Command Reference document for more information.
Note Remember that if the management interface is not operational, you should connect the Cisco SCE 8000 platform to a local console so that you can enter CLI commands for troubleshooting.
•Troubleshooting firmware package installation:
–boot system <filename>—Specifies and verifies the package file to be installed. Error messages or other output identify problems with the package file.
Following is a sample output from the boot system command:
SCE(config)# boot system ftp://cisco:cisco@10.10.10.10/downloads/SENum.pkg.pkg Verifying package file SENum.pkg.pkg... Package file verified OK.
•Troubleshooting the management subsystem:
–show interface GigabitEthernet 1/1—Displays IP address and auto-negotiation information for the management interfaces.
Following is a sample output from the show interface GigabitEthernet 1/1 command:
ip address: 10.1.6.145 subnet mask: 255.255.0.0 Configured speed: auto, configured duplex: auto AutoNegotiation is On, link is Up, actual speed: 100, actual duplex: half
–show ip default-gateway—Displays the IP address of the configured default gateway.
Following is a sample output from the show ip default-gateway command:
Default gateway: 10.1.1.1
–show ip route—Displays the entire routing table and the destination of last resort (default-gateway).
Following is a sample output from the show ip route command:
gateway of last resort is 10.1.1.1
–show access-lists—Shows all access-lists or a specific access list.
Following is a sample output from the show access-lists command:
Standard IP access list 1 Permit 10.1.1.0, wildcard bits 0.0.0.255 deny any
–show telnet—Displays the status of the telnet server daemon (status) or any active Telnet sessions (sessions).
Following is a sample output from the show telnet command:
show telnet sessions There is 1 active telnet session: Index | Source ================ 0 | 10.1.1.201 show telnet status Telnet deamon is enabled.
–show line vty timeout—Shows the timeout configured for Telnet sessions.
Following is a sample output from the show line vty timeout command:
Timeout is 30 minutes
•Troubleshooting the link interface subsystem:
–show interface TenGigabitEthernet 3/#/0—Displays information for a specific 10 GBE Interface.
Following is a sample output from the show interface command:
Auto negotiation configured: Disabled Actual status: Link is: ON Auto negotiation: Disabled Bandwidth (L1): 10000000 Kbps, Burst-size: 500000 bytes Pseudo IP Address: Not Configured
–show interface TenGigabitEthernet 3/#/0 counters—Displays the values of counters of a GBE interface.
Following is a sample output from the show interface counters command:
L2 In total octets: 792000 In good unicast packets: 12000 In good multicast packets: 0 In good broadcast packets: 0 In packets discarded: 0 In packets with CRC/Alignment error: 0 In undersized packets: 0 In oversized packets: 0 Rx pause packets: 0 L2 Out total octets: 0 Out unicast packets: 0 Out good multicast packets: 0 Out good broadcast packets: 0 Out packets discarded: 0 Tx pause packets: 0 Tx regular collision events: 0 L2 Bandwidth Kbps (Rx + Tx): 0 # of packets received of length (in octets): 64: 0, 65-127: 12000, 128-255: 0, 256-511: 0, 512-1023: 0, 1024-1518: 0, 1519+: 0
See Troubleshooting with the User Log for an explanation of commands related to the user log.
Checking the LEDs
The LEDS on the Cisco SCE 8000-SMC-E front panel, along with the LEDs on the power supplies and fan assembly are the most immediate problem-detection mechanism of the platform. See the following sections for information on Cisco SCE 8000 platform LEDS:
•Starting the System and Observing Initial Conditions
•Cisco SCE 8000 Operational Status
Cisco SCE 8000 Operational Status
Table 8-2 lists the operational states of the Cisco SCE 8000. The Status LED on the Service Control module reflects the current Cisco SCE 8000 operational status (see Table 8-3 and Table 8-4). Once boot is complete, the operational status can be displayed using CLI command show system operation-status.
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FAN STATUS |
Green |
On |
All fans are operational. |
Off |
One or more of the individual fans are not operational. |
Problem Solving Using a Subsystems Approach
This section describes the following topics:
•Troubleshooting the Power Subsystem
•Troubleshooting the Firmware Package Installation
•Troubleshooting the Management Subsystem
•Troubleshooting the Link Interface Subsystem
Identifying Startup Problems
Startup problems usually occur because of a source power issue or to a poor cable connection.
When you start up the Cisco SCE 8000 platform for the first time, you should observe the startup sequence described in Starting the Cisco SCE 8000 Platform. 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 the Status LED is flashing orange, indicating a warning state, check the user log:
At the prompt, enter more user log.
If any of the following warning messages appear, and the root cause is not obvious and easily solved (such as obstruction of external air-flow), turn the Cisco SCE 8000 platform off and call technical support:
–Voltage problem
–Fan problem
–Abnormal raise in interior temperature
Troubleshooting the Power Subsystem
In the normally configured Cisco SCE 8000 platform with redundant power supply units, it is unlikely that the device will not start at all. At startup, verify that both power supply units are operational. If the Power LED on the front panel remains unlit when the Cisco SCE 8000 platform is powered up, consult Table 8-5 to help isolate a problem in the power subsystem.
Note If the system powers off because of an environmental shutdown, wait at least 1 minute before manually rebooting the system, otherwise it pauses indefinitely.
Troubleshooting the Firmware Package Installation
See Table 8-6 to help isolate a problem in the installation of the firmware package.
Problems related to the installation of the firmware package could be any of the following:
•File not found in the expected location.
•Wrong file type.
•Device to which the file is to be extracted is full.
Troubleshooting the Management Subsystem
See Table 8-7 to help isolate a problem in the management subsystem.
Problems in the management subsystem could be any of the following:
•Management link is down. (Mng LINK LED not lit--also Status is WARNING)
•Management link is up (Mng LINK LED lit) but does not answer ping
•Telnet connection cannot be established because of link problems (Mng LINK LED not lit)
•Management link is up (Mng LINK LED lit) but Telnet connection cannot be established
•Telnet connection established, but terminates automatically
Note When the management link is down or a Telnet connection cannot be established, you must open a CLI session on a local terminal connected to the CON port. This enables you to solve the problem and then reconnect through the management port
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Management link down: Mng LINK LED not lit |
• • |
RJ 45 connector is not connected to the platform or to the network. |
Reconnect the cable to the GBE port and to network. |
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Cable is broken. |
Check or replace the cable. |
Management link up: • • |
CLI commands • • |
One of the following configurations may be wrong: • • |
See the "Setting the IP Address and Subnet Mask of the Management Interface" section in the Cisco SCE8000 10GBE Software Configuration Guide. |
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CLI command: |
An ACL that denies entry may be assigned. |
See the "Configuring Access Control Lists (ACLs)" section in the Cisco SCE8000 10GBE Software Configuration Guide. |
• • |
CLI command: |
Management interface IP address or subnet mask is incorrect. |
Check or reconfigure management port IP address and subnet mask. |
• • |
CLI command: |
Telnet server is disabled. |
Enable Telnet server: service telnetd. |
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CLI command: |
Too many Telnet connections (up to five concurrent sessions are supported via Telnet ). |
Close one or more of the open Telnet sessions. |
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CLI command: |
Default gateway is incorrect (when the host used as client is not in the same network as the SCE Platform). |
Check or reconfigure default gateway. See Initial Setup Parameters. See the "Setting the IP Address and Subnet Mask of the Management Interface" section in the Cisco SCE8000 10GBE Software Configuration Guide. |
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CLI command: |
Routing tables are incorrectly configured (when the host used as client is not in the same network as the SCE Platform, and there is more than one gateway on the SCE Platform network). |
Check or reconfigure routing tables. See Initial Setup Parameters. See the "Setting the IP Address and Subnet Mask of the Management Interface" section in the Cisco SCE8000 10GBE Software Configuration Guide. |
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CLI commands: • • |
Host is not a member of a valid access list. |
See the "Configuring Access Control Lists (ACLs)" section in Cisco SCE8000 10GBE Software Configuration Guide. |
Telnet connection terminates automatically. |
CLI commands: • • |
Telnet connection may be timing out. |
Reconfigure line timeout. timeout <time in seconds> |
Troubleshooting the Link Interface Subsystem
See Table 8-8 to help isolate a problem in the link interface subsystem.
In general, the case where no traffic is coming out of the Cisco SCE 8000 is often caused by link problems or the 10 GBE interface configuration. In some cases, the problem which seems as a transmit problem could be in the Rx (no traffic is being received by the Cisco SCE 8000 or there is actually no traffic on the line, which could be a normal situation).
Note In CLI commands for TenGigabitEthernet interfaces, # stands for the number of the SPA module (Cisco SCE 8000-SIP subslot). This can be 0 through 3.
Problems in the link interface subsystem could be any of the following:
•Link is down. (LINK LED not lit and system status is WARNING)
•Peer does not receive traffic from Cisco SCE 8000. (LINK LED is lit and Tx LED is flashing)
•10 GBE link is up but not receiving from peer. (LINK LED is lit, but Rx LED is not flashing)
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• • |
CLI command: • |
Connector is not connected to the platform or to the network. |
Reconnect the fiber to the 10 GBE port and to network. |
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Fiber is broken or damaged. |
Reconnect or replace the fiber to the 10 GBE port. |
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Connectivity using external optic bypass is incorrect or problematic. |
Reconnect or replace the fiber between the 10 GBE port and the optic bypass module. |
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Temporarily disconnect optic bypass module and check operation. See the "Cabling the 10 GBE Line Interface Ports" section. |
Problem with external optic bypass module. |
Replace the optic bypass module. |
• • |
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No traffic is being transmitted to the Cisco SCE 8000 from its peers. |
Check traffic connection at peer. |
Downgrading Cisco SCOS Release 4.0.x
While downgrading Cisco SCOS Release 4.0.x to an earlier version, an error message similar to the following is displayed:
"Could not allocate 7383087 bytes for Control Application XML data partition"
To downgrade Cisco SCOS Release 4.0.x to an earlier version, follow these steps:
Step 1 Copy the Cisco SCOS Release 4.0.x PQI file to the /apps/data/scos/app/ folder:
SCE8000#> copy ftp://ftpdefaultdirectory/4.0.x/<filename.pqi> /apps/data/scos/app/
Step 2 Uninstall the Cisco SCOS Release 4.0.x PQI file:
SCE8000(config if)#> pqi uninstall file <filename.pqi>
Step 3 Copy the running configuration to the startup configuration:
SCE8000#> copy running-config startup-config
Step 4 Install the desired version of Cisco SCOS PKG file from the Cisco SCA BB application.
Step 5 Install the desired version of Cisco SCOS PQI file from the Cisco SCA BB application.
Troubleshooting with the User Log
The user log is an ASCII file that can be viewed in any editor. It contains a record of system events, including startup, shutdown and errors. You can use the Logger to view the user log to determine whether or not the system is functioning properly, as well as for technical support purposes.
This section describes the following topics:
•Generating a File for Technical Support
The Logging System
Events are logged to one of two log files. After a file reaches maximum capacity, the events logged in that file are then temporarily archived. New events are then automatically logged to the alternate log file. When the second log file reaches maximum capacity, the system then reverts to logging events to the first log file, thus overwriting the temporarily archived information stored in that file.
Basic operations include:
•How to Copy the User Log to an External Source
•How to Copy the User Log to an Internal Location
•How to View the User Log Counters
•How to View the Nonvolatile Counter for the User-file-log
How to Copy the User Log to an External Source
You can view the log file by copying it to an external source. This command copies both log files to any external host running a FTP server.
From the SCE> prompt, enter logger get user-log file-name ftp://username:password@ipaddress/path and press Enter.
How to Copy the User Log to an Internal Location
You can view the log file by copying it to disk. This command copies both log files to the local SCE platform disk.
From the SCE> prompt, enter logger get user-log file-name target-filename and press Enter.
How to View the User Log
Note This command is not recommended when the user log is large. Copy a large log to a file to view it (see How to Copy the User Log to an External Source)
From the SCE> prompt, enter more user-log and press Enter.
How to Clear the User Log
You can clear the contents of the user log at any time. The user log contains important information about the functioning of the system. It is recommended that a copy be made before the log is cleared.
Step 1 From the SCE# prompt, enter clear logger device user-file-log and press Enter.
Step 2 The system asks Are you sure?
Step 3 Enter y and press Enter.
How to View the User Log Counters
There are two types of log counters:
•User log counters—Count the number of system events logged from the SCE platform last reboot.
•Nonvolatile counters—These are not cleared during boot time.
From the SCE> prompt, enter show logger device user-file-log counters and press Enter.
How to View the Nonvolatile Counter for the User-file-log
From the SCE> prompt, enter show logger device user-file-log nv-counters and press Enter.
Generating a File for Technical Support
In order for technical support to be most effective, the user should provide them with the information contained in the system logs. Use the logger get support-file command to generate a support file for the use of Cisco technical support staff.
Step 1 From the SCE# prompt, enter logger get support-file filename and press Enter.
The support information file is created using the specified filename. This operation may take some time.
Step 2 To copy the support file to an external source, from the SCE# prompt, enter copy filename ftp://username:password@ipaddress/path and press Enter.
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