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Table of Contents

Troubleshooting

Troubleshooting

Use the information in this chapter to help isolate problems you might encounter with the Cisco 1700 router or to rule out the router as the source of the problem.

This appendix contains the following sections:

Contacting Cisco or Your Reseller

If you cannot locate the source of a problem, contact your local reseller for advice. Before you call, you should have the following information ready:

Recovering a Lost Password

This section describes how to recover a lost enable or enable secret password. The process of recovering a password consists of the following major steps:

Note See the "Hot Tips" section on Cisco Connection Online (CCO) for additional information on replacing enable secret passwords.

Change the Configuration Register

Step 1 Connect an ASCII terminal or a PC running a terminal-emulation program to the CONSOLE port on the rear panel of the router. Refer to the section "Connecting a PC" in the "Installing the Cisco 1700 Router" chapter.

Step 2 Configure the terminal to operate at 9600 baud, 8 data bits, no parity, and 1 stop bit.

Step 3 Reboot the router by pressing the power switch to the OFF position, then to the ON ( | ) position.

Step 4 At the user EXEC prompt (Router>), enter the show version command to display the existing configuration register value (shown in bold at the bottom of this example output):

    Router> show version
Cisco Internetwork Operating System Software 
IOS (tm) C1700 Software (C1700-BNOR2SY56I-M), Experimental Version 12.0(19980725:020859) [aiyagari-devtest_0724 100]
Copyright (c) 1986-1998 by cisco Systems, Inc.
Compiled Fri 24-Jul-98 19:09 by aiyagari
Image text-base: 0x80008084, data-base: 0x8084356C
 
ROM: System Bootstrap, Version 11.3(19980612:045022) [rochen-v35-rommon-release-devtest 101], INTERIM SOFTWARE
 
Router uptime is 15 minutes
System restarted by power-on
Running default software
 
cisco 1720 (MPC860) processor (revision 0x00) with 22119K/2457K bytes of memory.
Processor board ID 0000 (1314672220), with hardware revision 0000
M860 processor: part number 0, mask 32
Bridging software.
X.25 software, Version 3.0.0.
1 FastEthernet/IEEE 802.3 interface(s)
1 Serial(sync/async) network interface(s)
32K bytes of non-volatile configuration memory.
4096K bytes of processor board System flash (Read/Write)
 
Configuration register is 0x0

Step 5 Record the setting of the configuration register. It is usually 0x2102 or 0x102.

Step 6 Record the break setting.

Reset the Router

Step 1 Do one of the following:

Step 2 Send a break. The terminal displays the following prompt:

    rommon2>

Step 3 Enter confreg 0x142 as follows to reset the configuration register:

    rommon2> confreg 0x142

Step 4 Initialize the router by entering the reset command:

    rommon2> reset

The router resets, and the configuration register is set to 0x142. The router boots the system image in Flash memory, and displays the following:

    --- System Configuration Dialog ---

Step 5 Enter no in response to the prompts until the following message is displayed:

    Press RETURN to get started!

Step 6 Press Return. The following prompt appears:

    Router>

Step 7 Enter the enable command to enter privileged EXEC mode. Configuration changes can be made only in this mode: 

    Router> enable

The prompt changes to the privileged EXEC prompt:

    Router#

Step 8 Enter the show startup-config command to display an enable password in the configuration file:

    Router# show startup-config

If you are recovering an enable password, skip the following "Reset the Password" section and complete the password recovery process by performing the steps in the next section, "Reset the Configuration Register Value."

If you are recovering an enable secret password, it is not displayed in the show startup-config command output. Complete the password recovery process by performing the steps in the following "Reset the Password" section.

Reset the Password

Step 1 Enter the configure terminal command to enter configuration mode:

    Router# configure terminal

Step 2 Enter the enable secret command to reset the enable secret password in the router:

    Router(config)# enable secret gobbledegook

Step 3 Enter the config-register command and the original configuration register value that you recorded in Step 5.

Step 4 Press Ctrl-Z to exit configuration mode.

    Router(config)# Ctrl-Z

Step 5 Save your configuration changes:

    Router# copy running-config startup-config

Reset the Configuration Register Value

Once you have recovered or reconfigured a password

Step 1 Enter the configure terminal command to enter configuration mode:

    Router# configure terminal

Step 2 Enter the config-register command and the original configuration register value that you recorded in Step 5.

Step 3 Press Ctrl-Z to exit configuration mode:

    Router(config)# Ctrl-Z

Step 4 Reboot the router, and enter the recovered password.

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.

When problem solving, consider the following subsystems of the router:

OK LED Diagnostics

Use the front-panel OK LED to determine any problems with the router. When the router first boots up, it performs a power-on self-test (POST). If the router detects a problem during the POST, the OK LED blinks in a different patterns (described in Table 3-1) depending on the problem. A pattern consists of a specific number of blinks that is repeated until the router is turned off. If the router experiences any of these problems, contact your Cisco reseller.


Table 3-1: OK LED Blinking Patterns
Number of Blinks Meaning

2

The 860T dual-port random-access memory (DPRAM) failed.

3

The parameter RAM area of the 860T DPRAM failed.

4

The 860T system protection control register has a write failure.

5

The router cannot detect the dynamic random-access memory (DRAM).

6

The user programmable machine has a write failure.

9

The router DRAM failed.

Troubleshooting WAN Interface Cards and Cables

Use the show diag command to help determine problems with a card. Table 3-2 lists problems that could occur with the WAN interface cards and the possible causes of these problems.


Table 3-2: Troubleshooting WAN Interface Cards
Symptom Possible Cause(s)

Router does not recognize WAN interface card

  • Confirm that the Cisco IOS software version installed in the router supports the WAN interface card. The Cisco WAN Interface Cards Hardware Installation Guide lists the software requirements for each card.

  • Make sure that the card is correctly installed in the router. Refer to the "Installing WAN Interface Cards" section in the "Installing the Cisco 1700 Router" chapter.

  • Use the show diag command to display information about the card:

Router# show diag

Slot 0:
        C1700 1FE Mainboard port adapter, 2 ports
        Port adapter is analyzed 
        Port adapter insertion time unknown
        Hardware revision 0.0           Board revision UNKNOWN
        Serial number     1314672220    Part number    00-0000-00
        Test history      0x0           RMA number     00-00-00
        EEPROM format version 1
        EEPROM contents (hex):
          0x20: 01 B2 00 00 4E 5C 4E 5C 00 00 00 00 00 00 00 00
          0x30: 00 00 00 04 00 00 00 00 00 00 00 00 00 00 00 00
 
        WIC Slot 0:
        Serial 1T WAN daughter card
        Hardware revision 1.1           Board revision E0
        Serial number     7131279       Part number    73-1775-02
        Test history      0x0           RMA number     00-00-00
        Connector type    Wan Module
        EEPROM format version 1
        EEPROM contents (hex):
          0x20: 01 02 01 01 00 6C D0 8F 49 06 EF 02 00 00 00 00
          0x30: 70 00 00 00 98 01 23 01 FF FF FF FF FF FF FF FF

Router recognizes the WAN interface card(s), but the card port(s) do not initialize.

Router does not boot properly or continuously or intermittently reboots.

Make sure that the WAN interface card is correctly installed in the router. Refer to the "Installing WAN Interface Cards" section in the "Installing the Cisco 1700 Router" chapter.

Router boots, but the console screen is frozen.

  • Make sure the console cable is securely connected to the router and to the PC or terminal.

  • Verify that the parameters for your terminal are set to the following:

    • 9600 baud

    • 8 data bits

    • No parity generated or checked

    • 1 stop bit

Router powers on and boots only when a particular WAN interface card is removed from the router.

  • Confirm that the Cisco IOS software version installed in the router supports the WAN interface card. The Cisco WAN Interface Cards Hardware Installation Guide lists the software requirements for each card.

  • The router might be overheating. Contact your Cisco reseller.

Router powers on and boots only when a particular cable is disconnected.

There might be a problem with the WAN interface card or card cables. Consult your Cisco reseller for warranty information.

Troubleshooting the Power System

If the router external power supply fails, it should be returned to your Cisco reseller. Table 3-4 list symptoms and possible causes of power problems.


Table 3-3: Troubleshooting the Power System
Symptom Possible Cause(s)

Router shuts down after being on a short time.

  • Make sure that the area in which the router is installed meets the environmental site requirements in the "Technical Specifications" appendix later in this guide and in the "Site Requirements" section in the Regulatory Compliance and Safety Information for the Cisco 1700 that came with your router.

  • If the front-panel PWR LED is not on, the power supply has failed.

The router attempts to boot, but all LEDs remain off.

The power supply has failed.

The router is on, but the front-panel PWR LED is off.

The power supply has failed.

The front-panel PWR LED is on, the front-panel OK LED is off, and the router does not pass console or EIA data.

The power supply has failed.

Troubleshooting ISDN

Because ISDN uses many variables and supports many different configurations, it sometimes can cause problems for the router. This section describes problems related to the ISDN line that might occur.

Two commands are useful when troubleshooting ISDN:

Router# clearinterfacebri0
Router# clearinterfacebri1

Router# clearcontrollerbri0
Router# clearcontrollerbri1

Table 3-4 lists troubleshooting methods for ISDN-specific problems that might occur.


Table 3-4: Troubleshooting ISDN
WAN Interface Card Symptom(s) Check the Following Possible Causes

ISDN S/T

Router is on, but OK LED on card is off.

  • Is the OK LED on the router front panel on?

  • If no, the router might be malfunctioning. Contact your Cisco reseller.

  • Are all ISDN cables properly connected?

  • If yes, the ISDN line might be malfunctioning. Check with your ISDN service provider.

  • Is the NT1 on?

  • If no, the NT1 might be malfunctioning.

ISDN U

Router is on, but the NT1 LED on card is off.

  • Is the OK LED on?

  • If no, the router might be malfunctioning. Contact your Cisco reseller.

  • Are all ISDN cables properly connected?

  • If yes, the ISDN line might be malfunctioning. Check with your ISDN service provider.

  • Is the ISDN line connected to the card ISDN U port?

  • If yes, the ISDN line might be malfunctioning. Check with your ISDN service provider.

ISDN S/T
or
ISDN U

Card cannot make a connection to the remote router.

Use show isdn status command to check the following:

  • Does the current ISDN switch type match actual switch type being used?

  • Use the isdn switch-type command to configure correct switch type.

  • Is Layer 1 status deactivated?

  • Use the show controller bri0 command to check for the messages CO RUNNING LOOPBACK TESTS or CO TESTING. If you receive these messages, contact the service provider.

  • If Layer 1 status is active, does Layer 3 status say "2 Active Layer 3 calls"?

  • Router might have called itself. Check destination phone number configured with the dialer map command or the dialer string command.

  • If Layer 1 status is active, does Layer 3 status say "No Active Layer 3 call(s)"?

  • Check destination phone number and make sure it matches the remote router phone number. Check route to the destination and make sure it matches the remote router network address.

  • If Layer 1 status is active, does Layer 3 status say "1 Active Layer 3 call"?

  • Check router protocol configurations.


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Posted: Mon Aug 9 18:25:44 PDT 1999
Copyright 1989-1999©Cisco Systems Inc.