Troubleshooting Guide for the Cisco 4000 Series Integrated Services Router

Overview: Troubleshooting the Cisco 4000 Series Integrated Services Routers

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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:

• Troubleshooting Overview
• Problem Solving
• Reading LEDs
• System Messages
• Guidelines
• Network Professionals Connection (Net Pro)
• Technical Notes
• Troubleshooting Toolkit
• Podcasts
• Text Messaging
• RSS Feeds
• Social Networking

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.

Troubleshooting Overview

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:

• Date you received the router and the chassis serial number (label located on the chassis, see the Labels on the Cisco 4000 Series ISR section in the Hardware Installation Guide for the Cisco 4000 Series Integrated Services Router.
• Installed SPAs.

– 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

Problem Solving

The key to problem solving is to isolate the problem to a specific subsystem by comparing what the router is doing to what it should be doing.

The LEDs on the router aid you in determining router performance and operation. The LEDs are described in the LED Indicators section in the Hardware Installation Guide for the Cisco 4451-X Integrated Services Router.

When solving problems, consider the following router subsystems:

• Power and cooling systems—External power source, power cable, router power supply, circuit breaker, and router fan. Also check for inadequate ventilation or air circulation.
• Interface cards—LEDs on the interface cards help identify a failure.
• Cables—External cables that connect the router to the network.

Reading LEDs

The LEDs enable you to determine router performance and operation. See the LED section in the Hardware Installation Guide for the Cisco 4451-X Integrated Services Router for detailed LED indications.

System Messages

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)

or

Router# (indicates the privileged EXEC command mode)

Table 1-1 describes some of the most common system error and recovery messages.

Guidelines

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.

Cisco.com Technical Support Web Site

The Cisco Technical Support Web site (www.cisco.com/techsupport) provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco Technical Support Web site is available 24 hours per day, 365 days per year.

For a complete overview of services go to:

http://www.cisco.com/web/services/ts/access/index.html

In addition to the overview, you may wish to learn more about using the Technical Support and Documentation web site by viewing online presentations:

http://www.cisco.com/web/learning/le31/le47/learning_tac_e-learning_tool_launch.html

Network Professionals Connection (Net Pro)

Access Net Pro or Cisco Community Support Page on Cisco.com to exchange your questions, suggestions, and information with other networking professionals about networking solutions, products, and technologies. If you do not have a Cisco.com account or have forgotten your username or password, click Register to create a free account.

Create your own personalized technical support portal with technical alerts, notifications, and technical information at https://supportforums.cisco.com/index.jspa.

Technical Notes

Use the following technical notes in Table 1-2 to troubleshoot system issues.

Troubleshooting Toolkit

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.

Podcasts

Text Messaging

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To register, go to: http://www.cisco.com/web/about/facts_info/sms_reg_info.html

RSS Feeds

Product launches, field notices, security advisories, product documentation

http://www.cisco.com/en/US/support/tsd_technical_support_rss_feeds.html

Cisco Press

http://www.ciscopress.com/rss/

Social Networking