cc/td/doc/product/dsl_prod/c6100/userdoc/rel300
hometocprevnextglossaryfeedbacksearchhelp
PDF

Table of Contents

Troubleshooting

Troubleshooting

This chapter explains troubleshooting procedures for hardware and software conditions of the Cisco 6100 Series system.

Note Troubleshooting procedures for both a Direct Connect and a Digital Off-Hook (DOH) configuration are covered in this chapter.

The following information is presented for each of the troubleshooting procedures documented:

Note If none of the actions presented are successful, please contact the Cisco Technical Assistance Center (TAC) for additional support.

Troubleshooting Procedures Location

Table 6-1 shows symptoms and probable causes, and refers to the sections in this chapter to help you quickly locate a troubleshooting procedure.


Table 6-1: Locating Troubleshooting Procedures
Symptom Probable Cause Reference Section

Modules not working properly

  • Incorrect configuration of xTU-C modules

  • Cabling problem

  • Incorrect software images loaded

  • Incorrect chassis half

  • Hardware and software are incompatible

Cisco 6100/6130 Modules Do Not Work Properly

CPE1 unable to train

  • Power problem

  • Improper cabling/port

VPI2/VCI3 settings on the CPE do not match the settings on the line card subscriber side

  • Provisioning incorrect for subscriber settings

  • Subscriber and port are not unlocked

Cisco DSL Components Unable to Train

System has trouble connecting to the router

  • Improper cabling

  • Incorrect software configuration (VPI/VCI settings mismatch)

  • Incorrect router configuration

Cisco DSL Components Unable to Train

End-to-end traffic failure

  • Module failure

  • Incorrect "interface type" on the NI-1 module

  • Payload Scrambling disabled

  • Queue priority setting incorrect

Cannot Pass Traffic

1CPE = customer premises equipment
2VPI = virtual path identifier
3VCI = virtual channel identifier

Hardware Troubleshooting

The following sections describe these hardware troubleshooting procedures:

Cisco 6100/6130 Modules Do Not Work Properly

This section provides tables for troubleshooting the following Cisco 6100/6130 modules:

Table 6-2 provides troubleshooting procedures for the system controller module.


Table 6-2: System Controller Module Fault Indications
Symptom Probable Cause Action

The system controller module STATUS and ACTIVE LEDs are not solid green or STATUS and ACTIVE LEDs are off after the self-test.

  • The module might be in an incorrect slot

  • Module might not be properly seated

    1. Ensure that the system controller module is installed in the proper slot. Slot 12 in the Cisco 6100/6130 is the only valid slot for the system controller module.

    2. Remove the system controller module from the slot by lifting up the ejector tab and carefully sliding the module out of the Cisco 6100/6130.

Note The removal and reinsertion of a system controller module resets the system controller module, which resets the entire Cisco 6100/6130. Any configuration data stored in NVRAM1 is not affected, but the active connections become disconnected. The active connections are restored once the system controller module is in service.

    3. Reinsert the system controller module, making sure the top and bottom of the module are squarely seated in the proper slot.

The module begins executing a self-test. The LEDs cycle for 3 to 5 seconds. On completion of the self-test, the STATUS and ACTIVE LEDs are green, and the ALARM LED is off.
If the LEDs do not respond when you reinsert the system controller module, ensure that the Cisco 6100/6130 is properly powered. Refer to one of the following guides for power instructions:

  • Cisco 6100 with NI-1 Direct Connect Installation Guide or Cisco 6130 with NI-1 Direct Connect Installation Guide for a Direct Connect configuration

  • Cisco 6100 with NI-1 Digital Off-Hook Installation Guide for a DOH configuration

    4. If the LEDs do not respond as indicated in Step 3 when you reinsert the system controller module, remove the system controller module and follow Steps 1 through 3 with the spare system controller module.

    5. If the spare system controller module executes properly, return the initial system controller module to Cisco for repair. Contact TAC for the nearest Cisco service center.

  • The Cisco 6100/6130 might not be properly powered

Refer to one of the following guides for power instructions:

  • Cisco 6100 with NI-1 Direct Connect Installation Guide or Cisco 6130 with NI-1 Direct Connect Installation Guide for a Direct Connect configuration

  • Cisco 6100 with NI-1 Digital Off-Hook Installation Guide for a DOH configuration

  • The software does not load

  • Incorrect software image resides on the system controller module for the type of module inserted in the Cisco 6100/6130.

The software download feature of the system cannot update any module that

  • Has an older Release 1.x top-level part number

  • Has Release 1.x "boot code," which has not been upgraded to 2.x

Also, a module with an incorrect part number cannot receive downloads (upgrades) from a system controller module.

If the STATUS LED on a module flashes at an approximate 1-second on, 1-second off rate for longer than 3 to 4 minutes, the problem could be an incorrect part number or a spare module that has not yet been upgraded to 2.x boot code.

A module receiving normal download from the system controller module has a STATUS LED flash rate slightly faster than one-half second on, one-half second off for approximately 3 to 4 minutes.

Refer to the applicable ViewRunner Direct Connect Provisioning Guide (Windows or HP OpenView) for software download procedures.

  • A BOOTP or DHCP server is responding to the system controller module BOOTP requests with incorrect information during initialization.

For details on the interaction between the system controller module and BOOTP, refer to the system initialization chapter in the applicable ViewRunner Installation and Administration Guide (Windows or HP OpenView) for more information.

    1. If BOOTP is desired, make sure the IP address and boot image information is correctly configured on the BOOTP.

    2. If the IP address and boot image information are not configured correctly, make sure the BOOTP or DHCP server does not reply to system controller module BOOTP requests by excluding the ethernet hardware (MAC) address of the system controller module.

    3. Once the system controller module is confused by a BOOTP or DHCP server, it will behave exactly like the situation where "A preconfigured system controller module does not have an IP address". See the previous "Probable Cause" for actions to take to resolve the problem.
1NVRAM = Non-volatile RAM

Table 6-3 provides troubleshooting procedures for the NI-1 module.


Table 6-3: NI-1 Module Fault Indications
Symptom Probable Cause Action

The NI-1 module STATUS and ACTIVE LEDs are not solid green or STATUS and ACTIVE LEDs are off after the self-test

STATUS red and ACTIVE off.

  • Module might be in an incorrect slot

  • Module might not be properly seated

    1. Ensure that the NI-1 module is installed in the proper slot. Slot 10 in the Cisco 6100/6130 is the only valid slot for the NI-1 module. When NI-1 module redundancy is supported, slots 10 and 11 will be valid slots.

    2. If connected, disconnect the transmit and receive transmission cables (optical or electrical, depending on the NI-1 module type).

    3. Remove the NI-1 module from the slot by lifting up the ejector tab(s) and carefully sliding the module out of the Cisco 6100/6130.

Note The removal and reinsertion of a NI-1 module causes LOS1 alarms at both the Cisco 6100/6130 and the ATM switch to which the transmission lines are connected. Active ADSL connections might or might not be lost, depending on the status of the CPE session and idle timeouts. If the timeouts are not invoked, the ADSL connection is not lost. However, if ADSL connections are not lost, all connected subscribers still lose ATM connectivity to the ATM bearer service and IP connectivity to far end routers during the disconnect period.

    4. Reinsert the NI-1 module, making sure the top and bottom of the module are squarely seated in the proper slot.

The module begins executing a self-test. The LEDs cycle for 45 seconds. On completion of the self-test, the STATUS and ACTIVE LEDs are green, and the ALARM LED is off.
If the LEDs do not respond when you insert the NI-1 module, ensure that the Cisco 6100/6130 is properly powered. Refer to one of the following guides for power instructions:

  • Cisco 6100 with NI-1 Direct Connect Installation Guide or Cisco 6130 with NI-1 Direct Connect Installation Guide for a Direct Connect configuration

  • Cisco 6100 with NI-1 Digital Off-Hook Installation Guide for a DOH configuration

    5. Ensure that a working system controller module is inserted in the Cisco 6100/6130 and that it is configured with the correct NI-1 module software image.

As part of the NI-1 module startup, the NI-1 module communicates with the system controller module to obtain its software and configuration information. If the system controller module is not available, the NI-1 module waits in the initializing state.

    6. If the LEDs do not respond as indicated in Step 4 when you reinsert the NI-1 module, remove the NI-1 module and repeat Steps 1 through 5 with the spare NI-1 module.

    7. If the spare NI-1 module executes properly, return the initial NI-1 module to Cisco for repair. Contact TAC for the nearest Cisco service center.

  • The Cisco 6100/6130 might not be properly powered

Refer to one of the following guides for power instructions:

  • Cisco 6100 with NI-1 Direct Connect Installation Guide or Cisco 6130 with NI-1 Direct Connect Installation Guide for a Direct Connect configuration

  • Cisco 6100 with NI-1 Digital Off-Hook Installation Guide for a DOH configuration

  • The software does not load

  • Incorrect software image resides on the system controller module for the type of module inserted in the Cisco 6100/6130.

The software download feature of the system cannot update any module that

  • Has an earlier Release 1.x top-level part number

  • Has Release 1.x "boot code," which has not been upgraded to 2.x boot code

Also, a module with an incorrect part number cannot receive downloads (upgrades) from a system controller module.

If the STATUS LED on a module flashes at an approximate 1-second on, 1-second off rate for longer than 3 to 4 minutes, the problem could be an incorrect part number or a spare module that has not yet been upgraded to 2.x boot code.

A module that receives normal download from the system controller module has a STATUS LED flash rate slightly faster than one-half second on, one-half second off for approximately 3 to 4 minutes.

1LOS = loss of signal

Table 6-4 provides troubleshooting procedures for the xTU-C modules.


Table 6-4: xTU-C Module(s) Fault Indications
Symptom Probable Cause Action

The xTU-C module(s)

  • STATUS and ACTIVE LEDs are not solid green

  • STATUS and ACTIVE LEDs are off after the self-test

  • STATUS LED is red and ACTIVE LED is off

  • The module might be in an incorrect slot

  • Module might not be properly seated

  • Module might not be in the correct chassis half

    1. Ensure that the xTU-C module is installed in the proper slot. Slots 1 to 8, 13 to 28, and 31 to 38 in the Cisco 6100/6130 are the only valid slots for the xTU-C module(s).

Note Release 3.0.0 and later supports a chassis half variable. The variable can be set to accommodate ATU-C or STU-C modules in a chassis half. If an ATU-C modules is inserted in the chassis half set for an STU-C, the ATU-C will not become active.

    2. Remove the module from the slot by lifting up the ejector tab and carefully sliding the module out of the Cisco 6100/6130.

Note The removal of an xTU-C module can affect up to four subscriber connections, depending on dual-port or quad-port configuration. Assuming that there are idle modems in the same logical pool, removing an xTU-C module with active connections causes the CPE to retrain the ADSL connections to available xTU-C modules.

    3. Reinsert the xTU-C module, making sure the top and bottom of the module are squarely seated in the proper slot.

The module begins executing a self-test. The LEDs cycle for 3 to 5 seconds. On completion of the self-test, the STATUS and ACTIVE LEDs are green, and the ALARM LED is off.
If the LEDs do not respond when you insert the xTU-C module, ensure that the Cisco 6100/6130 is properly powered. Refer to one of the following guides for power instructions:

  • Cisco 6100 with NI-1 Direct Connect Installation Guide or Cisco 6130 with NI-1 Direct Connect Installation Guide for a Direct Connect configuration

  • Cisco 6100 with NI-1 Digital Off-Hook Installation Guide for a DOH configuration

    4. Ensure that a working system controller module is inserted in the Cisco 6100/6130 and that it is configured with the correct software image. The ACTIVE LED will be solid green when the module is unlocked.

    5. If the LEDs do not respond as indicated in Step 3 when you reinsert the xTU-C module, remove the module and repeat Steps 1 through 4 with the spare xTU-C module.

    6. If the spare xTU-C module executes properly, return the initial module to Cisco for repair. Contact TAC for the nearest Cisco service center.

Cisco 6110 Modules Do Not Work Properly

This section provides tables for troubleshooting the following Cisco 6110 modules:

Table 6-5 provides troubleshooting procedures for the LIM controller module.

.
Table 6-5: LIM Controller Module Status Fault Indications
Symptom Probable Cause Action

The LIM controller module STATUS and line LEDs are not solid green after self-test

  • The module might be in an incorrect slot

  • Module might not be properly seated

    1. Ensure that the LIM controller module is installed in the proper slot. Slots 11 and 12 in the Cisco 6110 are the only valid slots for the LIM controller module. Until LIM controller module redundancy is supported, only slot 11 is valid.

    2. Remove the LIM controller module from the slot by lifting up the ejector tab and carefully sliding the module out of the Cisco 6110.

Note The removal and reinsertion of a LIM controller module causes a loss of service for all active subscribers on the entire Cisco 6110. Removal of a LIM controller module causes immediate loss of power to all LIMs in that Cisco 6110. Reinsertion of a LIM controller module causes each LIM (and the LIM controller module) to power cycle and self-test. When a self-test is complete, connections are automatically restored by the CPE.

    3. Reinsert the LIM controller module, making sure the top and bottom of the module are squarely seated in the proper slot.

The module begins executing a self-test. The LEDs cycle for 3 to 5 seconds. On completion of the self-test, the STATUS and ACTIVE LEDs are green, and the ALARM LED is off.
If the LEDs do not respond when the LIM controller module is inserted, ensure that the Cisco 6100 is properly powered. Refer to the Cisco 6100 with NI-1 Digital Off-Hook Installation Guide for powering instructions.

    4. Ensure that a working system controller module is inserted in the Cisco 6100 and that it is configured with the correct NI-1 module software image. The LINE LED will be solid green when the board is unlocked.

    5. If the LEDs do not respond as indicated in Step 3 when you reinsert the LIM controller module, remove the LIM controller module and repeat Steps 1 through 4 with the spare LIM controller module.

    6. If the spare LIM controller module executes properly, return the initial LIM controller module to Cisco for repair. Contact TAC for the nearest Cisco service center.

Alarm indicates that the LIM controller module does not respond to the System Monitor

  • Two or more Cisco 6110 chassis are jumpered with the same Cisco 6110 ID

    1. Delete all Cisco 6110 chassis with the same Cisco 6110 ID.

    2. Rejumper the Cisco 6110 chassis using the correct Cisco 6110 ID. Refer to the Cisco 6100 Digital Off-Hook Installation Guide for information about setting the Cisco 6110 IDs.

    3. Repeat Steps 3 through 6 of the preceding procedure.

Table 6-6 provides troubleshooting procedures for the LIMs.


Table 6-6: LIM Fault Indications
Symptom Probable Cause Action

LIM(s) STATUS and ACTIVE LEDs are not solid green after self-test

  • The module might be in an incorrect slot

  • Module might not be properly seated

    1. Ensure that the LIM is installed in the proper slot. Slots 1 to 10 and 13 to 22 in the Cisco 6110 are the only valid slots for the LIMs.

    2. Remove the LIM from the slot by lifting up the ejector tab(s) and carefully sliding the module out of the Cisco 6110.

Note Removing and reinserting a LIM can affect no more than four subscriber connections. There is no recovery for removing a LIM, because each subscriber line is discretely connected to a specific LIM port through the POTS splitter. Subscriber data connections are lost for the duration of the LIM removal. Subscriber voice connections are unaffected.

    3. Reinsert the LIM, making sure the top and bottom of the module are squarely seated in the proper slot.

The module begins executing a self-test. The LEDs cycle for 3 to 5 seconds. On completion of the self-test, the STATUS and ACTIVE LEDs are green, and the ALARM LED is off.
If the LEDs do not respond when the LIM controller is inserted, ensure that the Cisco 6100 is properly powered. Refer to the Cisco 6100 with NI-1 Digital Off-Hook Installation Guide for powering instructions.

    4. Ensure that a working system controller module is inserted in the Cisco 6100 and that it is configured with the correct NI-1 module software image.

The LIM controller module communicates with the system controller module to obtain software and configuration information for the LIMs. If the system controller module is not available, the LIM controller module waits in the initializing state.

    5. If the LEDs do not respond as indicated in Step 3 when you reinsert the LIM, remove the LIM and repeat Steps 1 through 4 with the spare LIM.

    6. If the spare LIM executes properly, return the initial LIM to Cisco for repair. Contact TAC for the nearest Cisco service center.

LIM line LED blinking green and the subscriber cannot train the line

  • Subscriber configuration has been deleted

  • Subscriber's LIM port has been deleted

Refer to the applicable ViewRunner Digital Off-Hook Provisioning Guide (Windows or HP OpenView) for information on subscribers and LIM ports.

LIM STATUS LED is off

  • LIM power failure

    1. Reseat the LIM to see if the LEDs are on during power up and progress through self-test.

    2. If the LEDs are not on, replace the module with a second LIM and repeat Step 1.

    3. If the second LIM powers and self-tests properly, the first LIM has failed. Return the failed LIM to Cisco. Contact TAC for the nearest Cisco service center.

    4. If none of the LIMs work in any slot, verify that the LIM controller module is working.

    5. Replace the LIM controller module if it is not working.

LIM line LED is solid green, indicating the system has trained. When the LIM receives a signal that an ATU-C is not available, a different ATU-C is chosen

  • Line quality is poor and the lowest data rates cannot be achieved

    1. See the "Cisco DSL Components Unable to Train" section.

    2. If the line trains, review the ATU-C train statistics to determine if some modems are exhibiting a greater number of failed trains than other modems.

    3. If so, swap modems into the problem slots and recheck the train statistics periodically.

    4. Refer to the applicable ViewRunner Digital Off-Hook Provisioning Guide (Windows or HP OpenView) for more information on multibased training.

Cisco DSL Components Unable to Train

This section provides troubleshooting procedures for the following Cisco DSL components if they are unable to train:

Table 6-7 provides troubleshooting procedures for the CO components that will not train.


Table 6-7: CO DSL Components Unable to Train
Symptom Probable Cause Action

Subscriber cannot get the line to train

  • Possible hardware failure on system management bus circuit

    1. Reseat the LIM or xTU-C module.

    2. Verify if LEDs are on during power up.

    • If the LEDs are on, let the module continue with the self-test.

    • If the LED continues to blink, go to Step 3.

    3. Verify that the CPE modem type matches the module type (line encoding).

  • Incorrect configuration of CAP ATU-C and DMT-2 ATU-C modules

Note CAP ATU-C and DMT-2 ATU-C modules are easily confused. In a Cisco 6100/6130 of CAP ATU-C modules, you can pull out modules and replace them with DMT-2 ATU-C modules, but the modules will not work. The modules would need to be reconfigured.

    1. In the ViewRunner Chassis View window, place your cursor over the module slot and click the right mouse button.

    2. Choose Module Properties, then Configuration.

    3. Select Locked.

    4. Click OK.

    5. From the Edit menu, choose Delete.

    6. Insert the new module into the Cisco 6100/6130 and wait for the module to be detected.

    7. The discovery process begins. If using ViewRunner for Windows, Click Discover.

  • The line reach, gauge (including in-home wiring), or quality might prevent this rate combination from being achieved.

    1. In the ViewRunner Subscriber Properties window, select Lock for the Administrative state to lock the port.

    2. For Margin Configuration, set the noise margins for the downstream and upstream (3dB downstream, 6dB upstream recommended; 6dB downstream, 6dB upstream recommended for DMT-2 ATU-C modules).

    3. Select Unlocked for the Administrative state to unlock the port.

    4. Click Apply or OK.

"Apply" leaves the window open; "OK" closes the window.

  • The logical pool might contain a faulty xTU-C module (if one train session enables the rates to be achieved and another train session does not).

See Table 6-4 for procedures on replacing faulty xTU-C modules.

  • Subscriber's LIM port is not assigned to an xTU-C pool

    1. In the ATU-C Module Properties window, click the appropriate Port tab.

    2. Click Edit Pool.

    3. Click the Configuration tab.

    4. Set the Administrative state to Unlocked.

    5. Click Apply or OK.

"Apply" leaves the window open; "OK" closes the window.
The Port tab LED should change to green.

    6. Unlock the module by clicking Module.

    7. Click Configuration.

    8. Select Unlocked.

    9. Click Apply or OK.

"Apply" leaves the window open; "OK" closes the window.

  • The ADSL circuit is physically too long, resulting in excessive attenuation and decreased signal-to-noise ratio

  • Excessive noise on the ADSL circuit

  • The ADSL line is excessively unbalanced

    1. Retest the loop for continuity, impedance, and noise.

    2. Verify that all of the load coils have been removed.

A line is unable to train at the maximum or provisioned upstream/downstream combination data rates

  • The line reach, gauge (including in-home wiring), or quality might prevent this rate combination from being achieved.

    1. In the ViewRunner Subscriber Properties window, select Lock for the Administrative state to lock the port.

    2. For Margin Configuration, set the noise margins for the downstream and upstream (3dB downstream, 6dB upstream recommended; 6dB downstream, 6dB upstream recommended for DMT-2 ATU-C modules).

    3. Select Unlocked for the Administrative state to unlock the port.

    4. Click Apply or OK.

"Apply" leaves the window open; "OK" closes the window.

  • The logical pool might contain a faulty xTU-C module (if one train session enables the rates to be achieved and another train session does not).

See Table 6-4 for procedures on replacing faulty xTU-C modules.

Table 6-8 provides troubleshooting procedures for the CPE components that will not train.


Table 6-8: Cisco 600 Series CPE LED Fault Indicators
Symptom Probable Cause Action

WAN LNK LED blinks continuously and does not stay on solid

  • Improper cabling or connector

    1. Check to see if the correct cable and port are connected.

Note You can provide support personnel with valuable information about a problem by reporting the status of the front-panel LEDs.

    2. All remaining probable causes are software configuration issues. See the "Software Troubleshooting" section.

  • Subscriber's LIM port is locked on the Cisco 6100/6130

The ports and modules must be set to Unlocked in order for the CPE to train.

    1. In the ViewRunner LIM Module Properties window, click the appropriate Port and Configuration tabs.

    2. Select Unlocked.

    3. Click Apply or OK.

"Apply" leaves the window open; "OK" closes the window.

    4. Verify that the ATU-C module port is unlocked.

  • Subscriber's LIM port is not assigned to an xTU-C pool

    1. In the ATU-C Module Properties window, click the appropriate Port tab.

    2. Click Edit Pool.

    3. Click the Configuration tab.

    4. Set the Administrative state to Unlocked.

    5. Click Apply or OK.

"Apply" leaves the window open; "OK" closes the window.
The Port tab LED should change to green.

    6. Unlock the module by clicking Module.

    7. Click Configuration.

    8. Select Unlocked.

    9. Click Apply or OK.

"Apply" leaves the window open; "OK" closes the window.

  • The ADSL circuit is physically too long, resulting in excessive attenuation and decreased signal-to-noise ratio

  • Excessive noise on the ADSL circuit

  • The ADSL line is excessively unbalanced

    1. Retest the loop for continuity, impedance, and noise.

    2. Verify that all of the load coils have been removed.

  • The ADSL line is not connected to the Cisco 6100/6130

Connect the ADSL line to the Cisco 6100/6130.

WAN LNK LED turns off after approximately 1.5 minutes

Note This symptom applies to PPP mode only.

  • VPI/VCI settings on the CPE do not match the settings in the xTU-C module properties

  • If the subscriber side VCI does not match the VCI provisioned in the CPE, the PPP session cannot be established and the CPE will timeout and break the WAN link.

Each subscriber might have multiple PVCs1 provisioned. Each PVC contains both a network side and a subscriber side virtual connection that are known as VCCs. Each VCC has both a VPI and VCI.

Each subscriber that is defined must have a VPI/VCI address associated with it before the subscriber can be unlocked.

    1. From the Subscriber Properties dialog box, click the Service Provisioning button.

You can add or delete a subscriber's PVC in the Service Provisioning dialog box only when the subscriber's Administrative state is Locked.

    2. Enter the VCI/VPI information in the Subscriber and Network boxes. The subscriber side VPI defaults to 1 and is not editable.

    3. Click Add Now. The changes take effect immediately.

    4. Repeat Steps 1 through 3 for each VCI/VPI that you want to define.

    5. When you are finished, click Close.

    6. To complete this procedure and place the subscriber in service, Unlock the subscriber.

WAN LNK LED turns off after successful transfer of data end-to-end for a variable period of time

  • There are two timeout features in a modem (xTU-C) that could affect the WAN LNK LED:

    • IDLE timeout---CPE untrains and the WAN LNK LED turns off (the connected xTU-C module in the Cisco 6100/6130 returns to idle)

Note Continuous WAN traffic keeps resetting the idle timer and no timeout occurs.

    • SESSION timeout---the WAN LNK LED turns off after a specified time elapses

Note WAN traffic does not reset the session timer and a timeout occurs at the specified time interval.

    1. Check to see if the CPE or a far-end router has a PPP timeout set.

cbos#show timeout.

    2. Check if the Cisco 6100/6130 might be setting a timer in the CPE at the time of training up.

If Session timeout is disabled, the VC Reset could determine the wait time before a PPP session restart retries.
Note User activity resets the countdown to 0. In normal operation, when the idle timer is set and active, the countdown continuously runs and is reset by user traffic. After outbound traffic begins, the unit trains up again and reestablishes a PPP session.

    3. Set the idle timer either manually (using the management port or telnet) or by the Cisco 6100/6130 at the time train up occurs.

WAN LNK LED lights solid for approximately 4 seconds and then turns off (drops train and remains idle)

Note This symptom applies to PPP mode only.

  • Password authentication problem

  • CPE is not receiving ATM traffic from the Cisco 6100/6130. Possible defective NI-1 module.

The username or password set in the CPE does not match the username or password set in the RADIUS2 server user list or the router username and password list (when authentication is performed by the router).

    1. Type your username and password again.

cbos>en
Password: ******
The cbos# prompt appears indicating the unit is in enable mode. Passwords can be entered, changed, or removed in enable mode.

    2. Type the following command:

cbos#show run

    3. Verify that the password and username are correct. If not correct,

cbos#set ppp wan0-0 login loginname

    4. Type the following command:

cbos#set ppp wan0-0 password passwordname

    5. If authentication fails again or you forget your password, clear NVRAM, which returns you to the default user name "root" and no password is assigned.

Note The CPE is shipped with no passwords assigned. Until passwords are entered by the user, simply press Enter when prompted for an exec or enable password.

WAN ACT LED is off

  • VPI/VCI settings on the CPE do not match the settings on the line card subscriber side

Each subscriber might have multiple PVCs provisioned. Each PVC contains both a network side and a subscriber side virtual connection called a VCC. Each VCC has both a VPI and VCI. All virtual connections consist of a subscriber side VC and network side VC, and the number of connections must match the number of connections provisioned on the CPE.

Each subscriber that is defined must have a VPI/VCI address associated with it before the subscriber can be unlocked.

    1. From the Subscriber Properties dialog box, click the Service Provisioning button.

You can add or delete a subscriber's PVC in the Service Provisioning dialog box only when the subscriber's Administrative state is Locked.

    2. Enter the VCI/VPI information in the Subscriber and Network boxes. The subscriber side VPI defaults to 1 and is not editable.

    3. Click Add Now. The changes take effect immediately.

    4. Repeat Steps 1 through 3 for each VCI/VPI you want to define.

    5. When you are finished, click Close.

    6. To complete this procedure and place the subscriber in service, Unlock the subscriber.

  • The ADSL line is open or shorted

    1. Retest the loop for continuity, impedance, and noise.

    2. Verify that all of the load coils have been removed.

LAN LNK LED is off

  • Ethernet connectivity problem

    1. If you cannot establish a session with the far-end destination, verify that you can ping the Ethernet interface of the CPE.

cbos>show int
cbos>ping xxx.xxx.xxx.xxx (IP address)
or

    2. Use a crossover (reversal, null modem, etc.) Ethernet cable between the PC and the CPE.

Note A crossover cable is shipped with each CPE and is identified by having RJ-45 pins 1 and 2 wired to pins 3 and 6 at the opposite end of the cable.

LAN LNK LED is on and cannot ping the Ethernet device

  • If the PC is connected directly to the CPE and still cannot ping the Ethernet interface, the problem might either be with the IP address or subnet mask assignments in either the PC or the CPE.

Verify the IP address or subnet mask assignments in both the PC and the CPE.

LAN ACT LED is off

  • If the user is connected to a hub and no activity is indicated at the Ethernet hub port, the Ethernet hub could be a source of trouble

    1. This LED should be flashing on a busy network and could appear constantly lit during heavy traffic conditions.

    2. If this LED is not flashing when traffic is known to be active on the LAN segment where the unit is connected, check the corresponding LED on the LAN hub.

ALARM LED is red

Note It is normal for the ALARM LED to light for 1 second when the unit is powered up or rebooted.

  • Hardware is faulty

    1. Turn the unit off for at least 5 seconds.

    2. Turn the unit back on.

If the ALARM LED still lights continuously, this indicates a hardware problem. Contact TAC for the nearest Cisco service center.

1PVC = permanent virtual circuits
2RADIUS = Remote Authentication Dial-In User Service

Table 6-9 provides troubleshooting procedures for the end-to-end components that will not train.


Table 6-9: System Trained and Observing SNR Fluctuations
Symptom Probable Cause Action

You observe SNR fluctuations

  • The xTU-C might be faulty

Fluctuations larger than 6 dB cause the line to drop. The line attempts to retrain.

No action is necessary because the modem will retrain at a lower upstream/downstream combination rate.

  • Hardware and software do not match (and the system does not function).

Note This will not occur in Release 3.0.0.

Upgrade the xTU-C module.

Cannot Pass Traffic

This section provides tables for troubleshooting the following areas:

Table 6-10 provides troubleshooting procedures to use if the system experiences data traffic busy signals.


Table 6-10: Experiencing Data Traffic Busy Signals
Symptom Probable Cause Action

Logical pools indicate busy signals (DOH only)

  • Logical pools are not sized properly for the number of connection requests over a given period of time

    1. Check the logical pool performance statistics to see if the number of blocked connections is high relative to the number of successful connections.

    2. Resize the logical pool by either reducing the number of subscribers or increasing the number of modems. The Logical Pool window in ViewRunner provides subscriber-to-modem ratios.

    3. If connection statistics appear to be OK, check to see if the subscriber configuration data was deleted, or if the subscriber LIM ports were locked.

If either proves true, incoming connection requests on that LIM port are denied.

You can also detect this problem by observing the blinking LIM ports on a LIM faceplate during a connection request. The LIM port blinks only if a CPE connection request is not in process.

Subscribers cannot see a solid WAN LED on the CPE, and the WAN connection lights on the xTU-C are off (Direct Connect)

  • Subscriber, port, or module could be administratively locked

  • No subscriber exists

If connection statistics appear to be OK, check to see if the subscriber configuration data was deleted, or if the subscriber ports were locked.

If either proves true, incoming connection requests on that port are denied.

Table 6-11 provides troubleshooting procedures to use if a subscriber line cannot pass voice.


Table 6-11: Subscriber Line Cannot Pass Voice
Symptom Probable Cause Action

The subscriber line cannot pass voice

  • A lightning or power cross event occurred

  • The POTS module is broken

  • There is an open fuse on the POTS module

  • Fuses at the CPE splitter are open or damaged

  • System not wired properly

    1. Check both the CPE and CO ends to make sure that you are using the 8 MHz POTS filter for the phone.

    2. Make sure the wiring punch downs at the MDF1 are correct.

    3. Check the continuity of the tip/ring pair from the MDF to the POTS splitter and back to the MDF.

    4. Replace CO splitter or CPE splitter, if necessary.

    5. Refer to the Connection Test Procedures in the applicable ViewRunner Digital Off-Hook Provisioning Guide (Windows or HP OpenView) to check connectivity.

1MDF = main distribution frame

Table 6-12 provides troubleshooting procedures to use if a subscriber experiences phone problems.


Table 6-12: Subscriber Experiencing Phone Problems
Symptom Probable Cause Action

No Dial Tone

  • Continuity was lost in the voice wiring path (from the MDF to the voice switch).

  • A POTS splitter module is not inserted.

  • A Class 5 voice switch line card was not provisioned.

    1. Check the continuity path from the CO POTS module to the class 5 switch line card.

    2. If good, check the continuity path from CO POTS splitter to the CPE POTS splitter.

    3. If good, ensure that a dial tone can be achieved from the CO voice switch line card. (Ensure that the module is provisioned and operational.)

    4. Make sure the CO and CPE POTS splitters are compatible with each other and with a phone set in use.

    5. If the problem persists, replace the POTS module.

  • May have internal wiring issue.

Test for dial tone at network interface device, with house wiring removed.

There is a dial tone, but subscriber cannot place or receive a call

  • Faulty POTS splitter module

  • Possible provisioning error for subscriber on class 5 switch.

If the dial tone can be provided to the phone that is terminated to the CPE POTS splitter, but an outbound call cannot be placed, the CO POTS splitter might be faulty. Replace the POTS module (for an inability to place a call or for an inability to receive a call).

Software Troubleshooting

This section describes problems or conditions you could encounter when you use the ViewRunner management software.

If none of the actions presented are successful, please contact the Cisco TAC for additional support.

Table 6-13 provides troubleshooting procedures to use if the PC running ViewRunner software does not receive information from the Cisco 6100/6130.


Table 6-13: ViewRunner Not Receiving Information from the Cisco 6100/6130
Symptom Probable Cause Action

The PC running the ViewRunner software is not receiving any information from the Cisco 6100/6130

  • Faulty ViewRunner operation

  • Network congestion

  • System controller module does not respond to SNMP requests (status or configuration)

  • Cisco 6100/6130 cable might not have connectivity

  • ViewRunner box might not have route to the Cisco 6100/6130 ethernet network

  • Incorrect IP address on the ethernet interface to the Cisco 6100/6130

    1. First, check ViewRunner and the Cisco 6100/6130 IP addresses, subnet mask, and default gateway addresses to verify that they are correct. If this is the first time you are accessing the node from ViewRunner, perform this check while ViewRunner is locally attached. This eliminates the management network (LAN) as a potential source of the problem.

    2. If you have accessed the node before (from the same ViewRunner PC or workstation) and no IP address changes have occurred, the problem could be caused by management network congestion. Try to ping the Cisco 6100/6130 from the ViewRunner PC or workstation. To do so, open a DOS window and type ping xxx.xxx.xxx.xxx, where xxx.xxx.xxx.xxx represents the IP address of the Cisco 6100/6130.

    3. If the node responds to the ping, there might be nothing wrong with the Cisco 6100/6130. The problem could be associated with the ViewRunner PC or LAN congestion between the PC and the Cisco 6100/6130.

    4. If the node does not respond to the ping, try to ping to some other location to make sure the problem is not with the ViewRunner PC or workstation, or something associated with the ViewRunner's network connection.

    5. If all pings fail, the problem is in the management network. Ask your local Ethernet/IP network administrator for assistance.

    6. If other pings are successful, but pings to the Cisco 6100/6130 in question continue to fail, send a technician to the site to see if a local attachment to the Cisco 6100/6130 Ethernet port is successful.

    7. If the local attachment succeeds, the problem is almost certainly associated with network congestion.

    8. If you conclude that network congestion is the problem, contact your Ethernet/IP network administrator for assistance. In addition, you can choose the SNMP message timeout from 1 or 5 seconds. To do so, right click the Cisco 6100/6130 in the Chassis View, and select the Preferences option.

    9. Extending the SNMP message timeout parameter allows for greater delays in the management network. Consequently, an SNMP message requests that result from discovery, configuration, or status queries are allowed more time to traverse a potentially congested network between the PC running the ViewRunner software and the Cisco 6100/6130.

    10. If the Cisco 6100/6130 cannot be pinged remotely and cannot be discovered or pinged locally, check the system controller module faceplate to see if the ALARM LED is on. If it is, an alarm event is present. Refer to the Cisco 6100 Series with NI-1 Alarm Summary Guide to determine the alarm event and respond appropriately. This might result in resetting the system controller module.

    11. A system controller module reset causes all subscriber connections to become disconnected. The connections should be reestablished automatically, however, as a result of the Cisco 67x CPE request for an ADSL layer 1 connection. This might require a few seconds, depending on the number of active connections at the time of reset. Resetting the system controller module erases the node's event log, so no historical event information will be retrievable.

    12. Repeat Steps 1 through 6 to determine if the node is now accessible from the PC running ViewRunner software.

    13. If the Cisco 6100/6130 is still inaccessible, the system controller module might be faulty.

    14. Replace the current system controller module with a spare system controller module. This is a drastic action because it requires that the new system controller module be characterized with the old system controller module's NVRAM configuration data. Refer to the applicable ViewRunner Provisioning Guide (Windows or HP OpenView) for configuration save and restore procedures.

Table 6-14 provides troubleshooting procedures to use if the PC running ViewRunner software displays incorrect color tabs.


Table 6-14: Incorrect ViewRunner Color Tabs
Symptom Probable Cause Action

ViewRunner color tabs are not correct with what the technician or network administrator should see

  • Incorrect module seated in slot

  • The system controller module has a slot configuration in its MIB, but no module is present when the system controller module is initialized or reset. The result is that a blue ejector tab appears.

The modules in the Cisco 6100/6130 display (in ViewRunner for Windows) only the highest hierarchical state color on the ejector tab. The hierarchy (from top to bottom) is

  • Blue---Unknown

  • Brown---Locked

  • Red---Critical (critical alarm event present)

  • Orange---Major (major alarm event present)

  • Yellow---Minor (minor alarm event present)

  • Green---Normal (no alarm event present)

If, for example, a module is in a critical Operational state and a locked Administrative state, the ViewRunner Chassis View displays the higher hierarchical state---in this case, brown.

The actions pertain to the display of the blue (Unknown) state. The significance of each of the other colors should be apparent.

If a module ejector tab is blue, it is typically because one of three things has occurred:

  • The system controller module was reset, and before the reset, a module was installed that has now been removed without being first deleted.

  • A module was not physically inserted into the slot, but a module configuration was entered at a ViewRunner PC or workstation.

  • The module in the slot is currently requesting or receiving an image from the system controller module. This occurs immediately after a software download.

In any of the previous three cases, a blue tab appears if the system controller module has stored a configuration associated with a particular slot. That slot is now empty on reset, it has never been populated since the configuration was created or recently downloaded, or the type of module in the slot is different than the original module configuration.

    1. Check the ViewRunner module configuration for the slot. Verify that a configuration exists.

    2. If a configuration exists, you have three options:

    • You can wait until the module has had time to receive its image from the system controller module and reset.

    • You can fill the slot with a module matching the configuration type and rediscover. The tab color should change to either brown (administratively locked) or green (administratively unlocked and operationally enabled).

    • You can delete the configuration with ViewRunner and rediscover. The slot must contain a blank faceplate if the slot does not contain a module or a module is going to be out of the slot for more than a couple of minutes.

Refer to the applicable ViewRunner Provisioning Guide (Windows or HP OpenView) for more information on the Cisco 6100 Series states and tab colors.

Table 6-15 provides troubleshooting procedures to use if the PC running ViewRunner software displays incompatible performance statistics.


Table 6-15: Incompatible Performance Statistic Associations
Symptom Probable Cause Action

The associations of the ViewRunner performance statistics, pool summary, subscriber, LIM port, and ATU-C port counters, are incorrect.

  • If resources are locked, deleted, or reset, the action can affect the association of counters with one another.

    1. Determine if the system controller module was reset.

    2. Determine if a subscriber or LIM port was locked or deleted.

    3. Determine if an LIM was deleted.

    4. If any of the above events have occurred, pool summary, subscriber, and ATU-C port counters do not associate. For example, if a subscriber was deleted, the sum of all subscriber counters does not necessarily associate with the logical pool statistics.

Refer to the applicable ViewRunner Provisioning Guide (Windows or HP OpenView) for more information on resetting counters.


hometocprevnextglossaryfeedbacksearchhelp
Posted: Wed May 17 11:26:19 PDT 2000
Copyright 1989 - 2000©Cisco Systems Inc.