Troubleshooting

This chapter describes problems that could occur with the Cisco 800 series router hardware, reasons for the problems, and steps to solve them. The problems are grouped as follows:

During first startup
After first startup
After router is up and running

For information on problems that could occur with the software, see
the Cisco 800 Series Routers Software Configuration Guide.

Problems during First Startup

Table 4-1 lists problems that could occur after you turn on the power switch for the first time.

Table 4-1: Problems during First Startup

Symptom Problem Solutions

All LEDs, including OK LED, are off.

No power to router

Perform the following steps in the following order:

Make sure that the power switch is ON.

Make sure that all connections to and from the power supply are securely connected.

Make sure that the power outlet has power.

If the problem continues after these checks, the router might have a faulty power supply. Contact your Cisco reseller.

Symptom	Problem	Solutions
All LEDs, including OK LED, are off.	No power to router	Perform the following steps in the following order: Make sure that the power switch is ON. Make sure that all connections to and from the power supply are securely connected. Make sure that the power outlet has power. If the problem continues after these checks, the router might have a faulty power supply. Contact your Cisco reseller.

Problems after First Startup

Table 4-2 lists problems that could occur after the router has power for the first time.

Table 4-2: Problems After First Startup

Symptom Problem Solutions

No link to an Ethernet device. The ETHERNET 1, 2, 3, or 4 LED is off.

A cable-related problem:

Wrong cable

Improperly connected cable

Damaged cable

Perform the following tasks in the following order:

If you have supplied your own cable, make sure you are using the right type of cable (either straight-through or crossover). Check the cable information in the "Connecting Ethernet Devices" section in "Installation."

Check specifications in the "Cabling" section in "Installation," to make sure the cable complies. If it does not, replace it.

To make sure you have cabled the devices correctly, see the "Connecting Ethernet Devices" section in Chapter 3, "Installation."

Make sure the connectors at both ends of the cable are securely seated.

Make sure the cable is not physically damaged. If it is, replace it.

Improperly set router TO HUB/TO PC button or hub equivalent of TO HUB/TO PC button

To make sure you have set buttons correctly, see the "Connecting Ethernet Devices" section in "Installation."

Improperly functioning network interface card (NIC) on server, PC, or workstation

Run the NIC diagnostic supplied by the vendor to make sure it is functioning properly. If it is not, replace it.

If the problem continues after these checks, call your Cisco reseller.

No link to ISDN network. ISDN DSU, LINE, B1, B1 RXD,
B1 TXD, B2, B2 RXD, or B2 TXD LED is off.

One of the following cable-related problems:

Improperly connected cable

Damaged cable

Perform the following tasks in the following order:

To make sure you have cabled the ISDN port correctly, see the "Connecting an ISDN Line" section in "Installation."

Make sure the connectors at both ends of each cable are securely connected.

Make sure each cable is not physically damaged. If it is, replace it.

Problem with ISDN line

Contact your telephone service provider to determine if there is a problem with your line.

If the problem continues after these checks, call your Cisco reseller.

No link to digital telephone.

One of the following cable-related problems:

Improperly connected cable

Damaged cable

Perform the following tasks in the following order:

To make sure you have cabled the port correctly, see the "Connecting a Digital Telephone" section in "Installation."

Make sure the connectors at both ends of each cable are securely connected.

Make sure each cable is not physically damaged. If it is, replace it.

Problem with ISDN line

Contact your telephone service provider to determine if there is a problem with your line.

If the problem continues after these checks, call your Cisco reseller.

No link to analog telephone, fax machine, or modem.
PHONE 1 or 2 LED on the Cisco 813 router is off.

One of the following cable-related problems:

Improperly connected cable

Damaged cable

Perform the following tasks in the following order:

To make sure you have cabled the telephone port correctly, see the "Connecting an Analog Telephone, Fax, or Modem" section in ""Installation."

Make sure the connectors at both ends of the cable are securely connected.

Make sure the cable is not physically damaged. If it is, replace it.

Problem with ISDN line

Contact your telephone service provider to determine if there is a problem with your line.

If the problem continues after these checks, call your Cisco reseller.

Symptom	Problem	Solutions
No link to an Ethernet device. The ETHERNET 1, 2, 3, or 4 LED is off.	A cable-related problem: Wrong cable Improperly connected cable Damaged cable	Perform the following tasks in the following order: If you have supplied your own cable, make sure you are using the right type of cable (either straight-through or crossover). Check the cable information in the "Connecting Ethernet Devices" section in "Installation." Check specifications in the "Cabling" section in "Installation," to make sure the cable complies. If it does not, replace it. To make sure you have cabled the devices correctly, see the "Connecting Ethernet Devices" section in Chapter 3, "Installation." Make sure the connectors at both ends of the cable are securely seated. Make sure the cable is not physically damaged. If it is, replace it.
Improperly set router TO HUB/TO PC button or hub equivalent of TO HUB/TO PC button	To make sure you have set buttons correctly, see the "Connecting Ethernet Devices" section in "Installation."
Improperly functioning network interface card (NIC) on server, PC, or workstation	Run the NIC diagnostic supplied by the vendor to make sure it is functioning properly. If it is not, replace it.
		If the problem continues after these checks, call your Cisco reseller.
No link to ISDN network. ISDN DSU, LINE, B1, B1 RXD, B1 TXD, B2, B2 RXD, or B2 TXD LED is off.	One of the following cable-related problems: Improperly connected cable Damaged cable	Perform the following tasks in the following order: To make sure you have cabled the ISDN port correctly, see the "Connecting an ISDN Line" section in "Installation." Make sure the connectors at both ends of each cable are securely connected. Make sure each cable is not physically damaged. If it is, replace it.
Problem with ISDN line	Contact your telephone service provider to determine if there is a problem with your line.
	If the problem continues after these checks, call your Cisco reseller.
No link to digital telephone.	One of the following cable-related problems: Improperly connected cable Damaged cable	Perform the following tasks in the following order: To make sure you have cabled the port correctly, see the "Connecting a Digital Telephone" section in "Installation." Make sure the connectors at both ends of each cable are securely connected. Make sure each cable is not physically damaged. If it is, replace it.
Problem with ISDN line	Contact your telephone service provider to determine if there is a problem with your line.
	If the problem continues after these checks, call your Cisco reseller.
No link to analog telephone, fax machine, or modem. PHONE 1 or 2 LED on the Cisco 813 router is off.	One of the following cable-related problems: Improperly connected cable Damaged cable	Perform the following tasks in the following order: To make sure you have cabled the telephone port correctly, see the "Connecting an Analog Telephone, Fax, or Modem" section in ""Installation." Make sure the connectors at both ends of the cable are securely connected. Make sure the cable is not physically damaged. If it is, replace it.
Problem with ISDN line	Contact your telephone service provider to determine if there is a problem with your line.
	If the problem continues after these checks, call your Cisco reseller.

Problems after Router Is Running

Table 4-3 lists problems that could occur after the router is up and running for a while.

Table 4-3: Problems After Router is Running

Symptom Problem Solutions

Problems with Ethernet link. The ETHERNET 1, 2, 3, or 4 LED blinks.

One of the following cable-related problems:

Disconnected cable

Damaged cable

Perform the following tasks in the following order:

Make sure the connectors at both ends of the cable are securely connected.

Make sure the cable is not physically damaged. If it is, replace it.

Improperly functioning NIC on server, PC, or workstation

Run the NIC diagnostic supplied by the vendor to make sure it is functioning properly. If it is not, replace it.

If the problem continues after these checks, call your Cisco reseller.

Connection to an Ethernet device is intermittent or lost. The ETHERNET 1, 2, 3, or 4 LED is off.

A cable-related problem:

Disconnected cable

Damaged cable

Make sure the connectors at both ends of the cable are securely connected.

Make sure the cable is not physically damaged. If it is damaged, replace it.

Improperly functioning NIC on server, PC, or workstation

Run the NIC diagnostic supplied by the vendor to determine if it is functioning properly. If it is not, replace it.

If the problem continues after these checks, call your Cisco reseller.

Problems with ISDN link. The ISDN B1, B1 RXD, B1 TXD, B2, B2 RXD, or B2 TXD LEDs are off.

A cable-related problem:

Disconnected cable

Damaged cable

Make sure the connectors at both ends of each cable are securely connected.

Make sure each cable is not physically damaged. If one is damaged, replace it.

Problem with ISDN line

Contact your telephone service provider to determine if there is a problem with your line.

Connection to an ISDN network is lost. The ISDN LINE, B1, B1 RXD, B1 TXD, B2, B2 RXD, or B2 TXD LED is off.

A cable-related problem:

Disconnected cable

Damaged cable

Make sure the connectors at both ends of each cable are securely connected.

Make sure each cable is not physically damaged. If one is damaged, replace it.

Problem with ISDN line

Contact your telephone service provider to determine if there is a problem with your line.

If the problem continues after these checks, call your Cisco reseller.

Problems with link to digital or analog telephone. Symptoms include no dial tone, a call that is abruptly disconnected, and an incoming call that does not cause the device to ring.

A cable-related problem:

Disconnected cable

Damaged cable

Make sure the connectors at both ends of each cable are securely connected.

Make sure each cable is not physically damaged. If one is damaged, replace it.

Problem with ISDN line.

Contact your telephone company to determine if there is a problem with your line.

If the problem continues after these checks, call your Cisco reseller.

Connection to digital telephone is lost. ISDN LINE, B1, B1 RXD, B1 TXD, B2,
B2 RXD, and B2 TXD LEDs are off.

A cable-related problem:

Disconnected cable

Damaged cable

Make sure the connectors at both ends of each cable are securely connected.

Make sure each cable is not physically damaged. If one is damaged, replace it.

Problem with ISDN line

Contact your telephone company to determine if there is a problem with your line.

If the problem continues after these checks, call your Cisco reseller.

Connection to analog telephone, fax machine, or modem is lost. PHONE 1 or 2 LED on the Cisco 813 router is off.

A cable-related problem:

Disconnected cable

Damaged cable

Make sure the connectors at both ends of the cable are securely connected.

Make sure the cable is not physically damaged. If it is damaged, replace it.

Problem with ISDN line

Contact your telephone company to determine if there is a problem with your line.

If the problem continues after these checks, call your Cisco reseller.

Symptom	Problem	Solutions
Problems with Ethernet link. The ETHERNET 1, 2, 3, or 4 LED blinks.	One of the following cable-related problems: Disconnected cable Damaged cable	Perform the following tasks in the following order: Make sure the connectors at both ends of the cable are securely connected. Make sure the cable is not physically damaged. If it is, replace it.
Improperly functioning NIC on server, PC, or workstation	Run the NIC diagnostic supplied by the vendor to make sure it is functioning properly. If it is not, replace it.
	If the problem continues after these checks, call your Cisco reseller.
Connection to an Ethernet device is intermittent or lost. The ETHERNET 1, 2, 3, or 4 LED is off.	A cable-related problem: Disconnected cable Damaged cable	Make sure the connectors at both ends of the cable are securely connected. Make sure the cable is not physically damaged. If it is damaged, replace it.
Improperly functioning NIC on server, PC, or workstation	Run the NIC diagnostic supplied by the vendor to determine if it is functioning properly. If it is not, replace it.
	If the problem continues after these checks, call your Cisco reseller.
Problems with ISDN link. The ISDN B1, B1 RXD, B1 TXD, B2, B2 RXD, or B2 TXD LEDs are off.	A cable-related problem: Disconnected cable Damaged cable	Make sure the connectors at both ends of each cable are securely connected. Make sure each cable is not physically damaged. If one is damaged, replace it.
	Problem with ISDN line	Contact your telephone service provider to determine if there is a problem with your line.
Connection to an ISDN network is lost. The ISDN LINE, B1, B1 RXD, B1 TXD, B2, B2 RXD, or B2 TXD LED is off.	A cable-related problem: Disconnected cable Damaged cable	Make sure the connectors at both ends of each cable are securely connected. Make sure each cable is not physically damaged. If one is damaged, replace it.
Problem with ISDN line	Contact your telephone service provider to determine if there is a problem with your line.
	If the problem continues after these checks, call your Cisco reseller.
Problems with link to digital or analog telephone. Symptoms include no dial tone, a call that is abruptly disconnected, and an incoming call that does not cause the device to ring.	A cable-related problem: Disconnected cable Damaged cable	Make sure the connectors at both ends of each cable are securely connected. Make sure each cable is not physically damaged. If one is damaged, replace it.
Problem with ISDN line.	Contact your telephone company to determine if there is a problem with your line.
	If the problem continues after these checks, call your Cisco reseller.
Connection to digital telephone is lost. ISDN LINE, B1, B1 RXD, B1 TXD, B2, B2 RXD, and B2 TXD LEDs are off.	A cable-related problem: Disconnected cable Damaged cable	Make sure the connectors at both ends of each cable are securely connected. Make sure each cable is not physically damaged. If one is damaged, replace it.
Problem with ISDN line	Contact your telephone company to determine if there is a problem with your line.
If the problem continues after these checks, call your Cisco reseller.
Connection to analog telephone, fax machine, or modem is lost. PHONE 1 or 2 LED on the Cisco 813 router is off.	A cable-related problem: Disconnected cable Damaged cable	Make sure the connectors at both ends of the cable are securely connected. Make sure the cable is not physically damaged. If it is damaged, replace it.
Problem with ISDN line	Contact your telephone company to determine if there is a problem with your line.
	If the problem continues after these checks, call your Cisco reseller.

When Contacting Your Cisco Reseller

Some of the solutions instruct you to contact your Cisco reseller. Before you do so, have the following information ready:

Router model and serial number that are on the back panel
Maintenance agreement or warranty information
Date you received your router
Brief description of the problem
Brief description of the steps you have taken to solve the problem

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