Solving Hardware Problems

a. If the ALARM LED is on (amber or yellow), the system has most likely found a problem outside the SAP. Check system status for additional indications which can help you isolate the problem.

b. Verify that the STATUS LED is on (green), indicating that the system software has initialized successfully and that the system is operational.

c. If the STATUS LED is off, the SAP might have pulled away from the backplane. If the SAP is not seated properly, it may hang the system.

d. If one or both of the PWR LEDs are off when they should be on (green), see "Power Supply Modules" later in this chapter.

e. If the FAN LED is off or the TEMP LED is on (yellow), see "Fans" later in this chapter.

Power Supply Modules

This section explains how to find power supply module problems. (See Figure 5-2.)

Figure 5-2: Power Supply Module

Troubleshooting Power Supply Modules

Complete the following steps to isolate power supply module problems, referring to Table 5-1 as necessary.

Step 1 Verify that the fans are operating and that the STATUS LED of at least one system processing engine (SPE) is on (green). Look at the SAP card—if the FAN and STATUS LEDs are on (green) but the power supply AC OK LED is off, there is probably a faulty power supply module LED.

Step 2 Verify that the system power switch is set to the on position.

Step 3 Verify that the power source, power cable, and at least one power supply module are functioning correctly. Swap parts to determine whether one of the components is faulty. (Refer to the Cisco ICS 7750 Hardware Installation Guide.)

Table 5-1 lists symptoms and possible solutions of power problems.

Table 5-1: Power Supply Module Problems and Solutions

Symptom Power Supply Module LED Status¹ Change Possible
Cause Solutions

The system shuts down after being on for a short time.

AC OK: on

OVERTEMP: off

DC OK: off

Power or cooling problem

Verify that the area in which the system is installed meets the environmental requirements in the Cisco ICS 7750 Site and Network Design Guide and in the "Site Requirements" section in the Regulatory Compliance and Safety document that came with your system.

Verify that nothing is blocking the air intake or exhaust. (See "Fans" later in this chapter.)

The power supply module has failed. Install a new power supply module.

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

AC OK: on

OVERTEMP: off

DC OK: off

Power problem

Ensure that the power on/off switch is in the on position.

The power supply module has failed. Install a new power supply module.

The power supply module is not operating within its normal operating tolerances (in a single power supply module configuration)

AC OK: on

OVERTEMP: off

DC OK: off

Defective power supply module

If the system is still operating, insert a new power supply module into the unused power supply slot and turn it on. If the newly installed power supply module is functioning properly, remove the defective power supply module in the other slot.

If the system is not operating, replace the defective power supply module.

The power supply module has exceeded its maximum operating temperature and is about to shut down (in a single power supply module configuration)

AC OK: on

OVERTEMP: on

DC OK: off

Cooling problem

Correct any problems associated with the fans. (See "Fans" later in this chapter.) The power supply module will restart if the high temperature condition is caused by a problem with the fans.

Replace the power supply module.

A power supply module is producing out-of-tolerance power (in a dual power supply module configuration)

AC OK: on

OVERTEMP: off

DC OK: off

Defective power supply module

Replace the defective power supply.

A power supply module has exceeded its maximum operating temperature and is about to shut down (in a dual power supply module configuration)

AC OK: on

OVERTEMP: on

DC OK: off

Cooling or power supply module problem

Correct any problems associated with the fans. (See "Fans" later in this chapter.) The power supply module will restart if the high temperature condition is caused by a problem with the fans.

Replace the defective power supply module.

¹In dual power supply module configuration, the LED status column reflects the condition of the power supply module that is reporting an error.

Symptom	Power Supply Module LED Status¹ Change	Possible Cause	Solutions
The system shuts down after being on for a short time.	AC OK: on OVERTEMP: off DC OK: off	Power or cooling problem	Verify that the area in which the system is installed meets the environmental requirements in the Cisco ICS 7750 Site and Network Design Guide and in the "Site Requirements" section in the Regulatory Compliance and Safety document that came with your system. Verify that nothing is blocking the air intake or exhaust. (See "Fans" later in this chapter.) The power supply module has failed. Install a new power supply module.
The system attempts to boot, but all LEDs remain off.	AC OK: on OVERTEMP: off DC OK: off	Power problem	Ensure that the power on/off switch is in the on position. The power supply module has failed. Install a new power supply module.
The power supply module is not operating within its normal operating tolerances (in a single power supply module configuration)	AC OK: on OVERTEMP: off DC OK: off	Defective power supply module	If the system is still operating, insert a new power supply module into the unused power supply slot and turn it on. If the newly installed power supply module is functioning properly, remove the defective power supply module in the other slot. If the system is not operating, replace the defective power supply module.
The power supply module has exceeded its maximum operating temperature and is about to shut down (in a single power supply module configuration)	AC OK: on OVERTEMP: on DC OK: off	Cooling problem	Correct any problems associated with the fans. (See "Fans" later in this chapter.) The power supply module will restart if the high temperature condition is caused by a problem with the fans. Replace the power supply module.
A power supply module is producing out-of-tolerance power (in a dual power supply module configuration)	AC OK: on OVERTEMP: off DC OK: off	Defective power supply module	Replace the defective power supply.
A power supply module has exceeded its maximum operating temperature and is about to shut down (in a dual power supply module configuration)	AC OK: on OVERTEMP: on DC OK: off	Cooling or power supply module problem	Correct any problems associated with the fans. (See "Fans" later in this chapter.) The power supply module will restart if the high temperature condition is caused by a problem with the fans. Replace the defective power supply module.

Fans

This section explains how to find problems associated with the fans, which are located in the fan tray at the bottom of the system chassis.

Troubleshooting Fans

Complete the following steps to isolate fan problems, referring to Table 5-2 as necessary.

Step 1 Verify that the fans are operating by placing your hand near the air exhaust on the back of the chassis and checking for a warm flow of air. If the fans are not operating, there might be a problem with the fan tray or with the power source. If the fans are not operating and the FAN LED on the SAP is off, ensure that the fan tray is seated properly.

Step 2 If the system and the fans start up but shut down after about two minutes, one or more fans might have failed.

If one or more fans fail to operate or have tachometer speeds that are not within the acceptable range, you must replace the fan tray.

Step 3 If you see the following message at startup, the system has detected an overtemperature condition or out-of-tolerance power inside the chassis:

The system is overheated

This message might also indicate a faulty component or temperature sensor.

Step 4 Ensure that heated exhaust air from other equipment is not entering the inlet vents and that there is sufficient clearance around the chassis to allow cooling air to flow.

Step 5 Ensure that the SAP is properly installed—if the SAP is not properly installed, the fans will not operate.

Table 5-2 lists symptoms and possible solutions for fan problems.

Table 5-2: Fan Problems and Solutions

Syslog Message Symptom SAP LED
Status Change Possible
Cause Solutions

The
system is overheated
The system is overheated and will shut down ten seconds after a sending a warning message

ALARM: on (amber)

TEMP: on

High ambient air temperature or air intake or exhaust blockage

Verify that the room temperature where the system is located is less than 104°F (40°C).

Verify that there are no air intake blockages on the front of the chassis.

Verify that there are no air exhaust blockages on the back of the chassis.

Verify that there are no internal system blockages.

Card x is overheated
A system card (other than the SAP) is overheated

ALARM: on (amber)

TEMP: on

High ambient air temperature, air intake or
exhaust blockage, or card failure

Verify that the room temperature where the system is located is less than 104°F (40°C).

Verify that there are no air intake blockages on the front of the chassis.

Verify that there are no air exhaust blockages on the back of the chassis.

Verify that there are no internal system blockages.

Replace the card.

The ambient temp x exceeded recommended value
The temperature inside the chassis is over 104°F (40°C)

ALARM: on (amber)

TEMP: on

High ambient air temperature or air intake or exhaust blockages

Verify that the room temperature where the system is located is less than 104°F (40°C).

Verify that there are no air intake blockages (on the front of the chassis).

Verify that there are no air exhaust blockages (on the rear of the chassis).

Verify that there are no internal system blockages.

Fan x failure
A fan tachometer reading drops below the designated threshold or a fan stops completely

ALARM: on (amber)

FAN: on

TEMP: on

Improperly seated or defective fan tray

Remove, inspect, and re-insert the fan tray.

If the fans are still not operating, install a new fan tray.

Note Refer to the Cisco ICS 7750 Hardware Installation Guide.

Fan tray absentIRE FOBJ:1064641
All fan tachometer readings fall to zero

ALARM: on (amber)

FAN: on

TEMP: on

Missing or improperly seated fan tray

Remove, inspect, and re-insert the fan tray.

If the fans are still not operating, install a new fan tray.

If the fans are still not operating, install a new SAP.

Note Refer to the Cisco ICS 7750 Hardware Installation Guide.

SPEs

This section explains how to find SPE problems. (See Figure 5-3.)

Figure 5-3: SPE

Troubleshooting SPEs

Complete the following steps to isolate SPE problems.

Step 1 Check system LEDs. If no SPE LEDs are on, ensure that the power supply modules and fans are functioning properly. (See "Power Supply Modules" and "Fans" earlier in this chapter for additional information.)

Step 2 Check all SPE LEDs.

a. If any ALARM LED is on (amber or yellow), except during system boot or power-on self-test (POST), the system has detected a hardware failure in that SPE. Contact a technical support representative for instructions.

b. Verify that the STATUS LED on all SPEs is on (green) indicating that the system software has initialized successfully and that the system is operational.

c. If the STATUS LED on an SPE is off, that SPE might have pulled away from the backplane. If an SPE is not seated properly, it may hang the system.

Table 5-3 lists symptoms of and possible solutions for SPE problems.

Table 5-3: SPE Problems and Solutions

Symptom SAP LED Status Change SPE LED Status Change Possible
Cause Solutions

The system cannot read or write to an SPE hard disk

ALARM: on (amber)

none

Inadequate security privileges (read/write permission) or hard disk errors

The SPE may be out of disk space. Use Windows 2000 Explorer to determine how much space is left on the hard disk and, if necessary, move data to another server.

You may not have the necessary authorization. If attempting to write to the disk, use the System Manager to determine whether you have write access. (Refer to the Cisco ICS 7700 System Manager User Guide).

The hard disk may have errors. Close all applications running on the disk and use the Windows 2000 Check Disk utility to scan for and attempt recovery of bad sectors.

Note The disk is not available to run other tasks while Check Disk is running.

Replace the SPE.

SPE memory parity errors have occurred

ALARM: on (amber)

ALARM: on (amber)

Defective hard disk

Replace the SPE.

SPE failed to boot

ALARM: on (yellow)

ALARM: on (yellow)

STATUS: off

Defective memory module in SPE

Replace the SPE.

Routing and Switching Subsystem

This section explains how to find problems associated with the routing and switching subsystem (see Figure 5-4), which includes the following components:

One or more multiservice route processors (MRPs). Each MRP may include different combinations of WIC and VIC daughter cards.
System switch processor (SSP).

Note For problems associated with VICs and trunks or for other voice-related issues, see "Solving Voice Problems." For instructions on how to solve problems with Catalyst 3524-PWR XL switches, refer to the documentation that came with the Catalyst 3524-PWR XL switches.

Figure 5-4: Routing and Switching Subsystem

Troubleshooting the Routing and Switching Subsystem

The problems listed below could require MRP or SSP replacement:

An MRP fails, even when moved to another slot. (If the card fails in one slot but operates properly in another, suspect a problem with the backplane or SSP.)
Diagnostics that loop data through the SSP fail on two or more Catalyst 3524-PWR XL switches that are connected to that SSP.
Traffic is not passing through the system, but the MRP(s) and the SSP appear to be functioning normally.
The system has data transmission problems that do not go away when you replace the card that appears to be failing, or that occur in several cards simultaneously. (Problems of this type can also indicate a faulty backplane.)
You cannot fully insert an MRP or SSP into its slot. This problem probably indicates damage to the connectors on either the card or the backplane. Inspect all the connectors—if you find damage, replace the card or the chassis.

Troubleshooting MRPs and WICs

Table 5-4 lists symptoms and possible solutions for MRP problems.

Table 5-4: MRP and WIC Problems and Solutions

Symptom MRP LED Status Change Possible Cause Solutions

All MRPs do not display status as expected

STATUS: off
(all MRPs)

Power problem

Check your system power connections and power supply modules. (See "Power Subsystem" earlier in this chapter.)

A single MRP does not display status as expected

STATUS: off (single MRP)

Improperly seated card or chassis slot problem

If the STATUS LED remains off, verify that the card is seated properly.

Assuming that the power LED of other MRPs is on, try inserting the card in a different slot.

A WAN interface is down

ALARM: on (amber)

Improperly configured or defective WIC

If the state change is unexpected, verify that the WIC reporting the problem is properly configured.

Contact your technical support representative for assistance.

Loss of signal on a WAN serial link

ALARM: on (amber)

Cable or WIC problem

Replace the cable attached to the WIC reporting the error.

Have your telephone service provider perform a loopback test to verify the integrity of the WAN link.

Replace the faulty WIC.

Contact your technical support representative for assistance.

Note See "Solving Serial Connection Problems," for additional information.

WIC not supported

ALARM: on (amber)

WIC installed in MRP not supported by currently loaded IOS software

Determine whether the WIC is supported by the IOS software release running on the MRP.

Contact your technical support representative for assistance.

MRP initialization error

ALARM: on (amber)

Checksum error detected while downloading WIC firmware

Copy the error message exactly as it appears and contact your technical support representative.

MRP failed to boot

ALARM: on (yellow)

STATUS: off

Improperly seated or defective MRP

Remove and reinsert the MRP.

Replace the MRP.

WIC minor alarm

ALARM: on (yellow)

WIC link integrity failure or incorrect WIC configuration

Verify that the WIC configuration is correct.

Have your telephone service provider perform a loopback test.

WIC transmit or receive errors

ALARM: on (yellow)

Consecutive frame bits on receive line

Errors on receive or transmit lines

Remote signal or frame errors on receive and transmit lines

Check the status of the carrier line

Contact your technical support representative for assistance

Troubleshooting the SSP

Table 5-5 lists symptoms and possible solutions for SSP problems.

Table 5-5: SSP Problems and Solutions

Symptom SSP LED Status Change Possible Cause Solutions

SSP does not display status as expected

STATUS: off

Power problem or improperly seated card

Check system power connections and power supply modules. (See "Power Subsystem" earlier in this chapter.)

If the STATUS LED remains off, verify that the SSP is seated properly.

An SSP interface is down

ALARM: on (yellow)

Interface intentionally disabled or errors on network

If the state change is unexpected, verify that the interface has not been explicitly disabled by an administrator.

Look for a secure address violation, such as an address mismatch or duplication. If there is any address duplication, disable address violation detection.

Verify that there are no network connection errors, such as a loss of link beat or jabber.

Contact your technical support representative for assistance.

Symptom	SSP LED Status Change	Possible Cause	Solutions
SSP does not display status as expected	STATUS: off	Power problem or improperly seated card	Check system power connections and power supply modules. (See "Power Subsystem" earlier in this chapter.) If the STATUS LED remains off, verify that the SSP is seated properly.
An SSP interface is down	ALARM: on (yellow)	Interface intentionally disabled or errors on network	If the state change is unexpected, verify that the interface has not been explicitly disabled by an administrator. Look for a secure address violation, such as an address mismatch or duplication. If there is any address duplication, disable address violation detection. Verify that there are no network connection errors, such as a loss of link beat or jabber. Contact your technical support representative for assistance.

Table of Contents

Solving Hardware Problems