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Troubleshooting Cisco 3800 Series Routers

OL-5972-01

Troubleshooting Cisco 3800 Series Routers

Your Cisco 3800 series integrated services router goes through extensive testing and burn-in before

leaving the factory. If you encounter problems, use this document to help isolate problems or to eliminate

the router as the source of the problem.

This document contains the following sections:

• Solving Problems, page 2

• LEDs, page 5

• The show environment Command, page 9

• Error Messages, page 10

• Jumper Settings, page 12

• Recovering a Lost Password, page 13

• More Troubleshooting Help, page 13

Note To troubleshoot network modules, see the Cisco Network Modules Hardware Installation Guide. To

troubleshoot interface cards, see the Cisco Interface Cards Installation Guide. These documents are

available on Cisco.com.

If you cannot find the source of the problem, contact a customer service representative. For information

about obtaining technical support, see the “Obtaining Technical Assistance” section on page 12 of

“Introduction to Cisco 3800 Series Routers Hardware Documentation.” Before you call, have the

following information ready:

• Router type and serial number (for serial number locations, see the “Product Identification” section

on page 5 of “Overview of Cisco 3800 Series Routers”)

• Maintenance agreement or warranty information

• Type of software and version number

• Date you received the router

• Brief description of the problem

• Brief explanation of the steps taken to isolate the problem

Summary of content (14 pages)

PAGE 1
Troubleshooting Cisco 3800 Series Routers Your Cisco 3800 series integrated services router goes through extensive testing and burn-in before leaving the factory. If you encounter problems, use this document to help isolate problems or to eliminate the router as the source of the problem.
PAGE 2
Solving Problems Solving Problems The key to solving problems is to isolate the problem to a specific subsystem by comparing what the router is doing to what it should be doing. The LEDs on the front and rear panel of the router enable you to determine router performance and operation. LEDs are described in the “LEDs” section on page 5.
PAGE 3
Solving Problems • With the power switch on and the SYS LED steady green, do the fans operate? – If yes, the power system is functioning. – If no, check the fans. • With the power switch on and the SYS PWR LED (Cisco 3825) or SYS PWR1 or SYS PWR2 LED (Cisco 3845) off, do the fans operate? – If yes, the router is receiving power. The fans are connected directly to the DC outputs of the power supply. – If no, check the power source and power cable.
PAGE 4
Solving Problems Troubleshooting Modules, Cables, and Connections Network problems can be caused by a module; cables or cable connections; or external devices such as a modem, transceiver, hub, wall jack, WAN interface, or terminal. Check for the following symptoms to help isolate the problem: • Network module or interface card is not recognized by the router. – Make sure that the module or interface card is firmly seated in its slot. – Check the LEDs on the module or interface card.
PAGE 5
LEDs Router powers on and boots only when a particular cable is disconnected. • – There may be a problem with the module, interface card, or cable. For information about customer service, see the “Obtaining Technical Assistance” section on page 12 of “Introduction to Cisco 3800 Series Routers Hardware Documentation.” For warranty information, see the “Cisco 90-Day Limited Hardware Warranty Terms” section on page 10 of “Introduction to Cisco 3800 Series Routers Hardware Documentation.
PAGE 6
LEDs Figure 2 Cisco 3825 Rear-Panel LEDs CONSOLE SPD GE 1/0 LNK AUX NMDESW36 SPD GE 0/0 LNK GE 0/0 SFP 35x GE1 FastEthe rnet Ports 10/100/100 Base-Tx 0 17x NMESW16 35x 17x 34x 16x 33x 15x 15x 32x 14x 31x 13x FastEthern et Ports 30x 12x 29x 11x 18x 28x 10x 27x 9x 8x 7x 26x 8x Ext Pwr 25x 17 24x Ext Pwr 14x 6x 13x 5x 12x 4x 11x 3x 10x 2x 9x 0x 1x 8x GE 10/100/ 1000 Base-Tx -48V 6x 23x 5x 22x 4x 21x 3x 20x 2x 19x 0x 1x 18x GE0 10/100/ 1000 Base-Tx EN 0x EN
PAGE 7
LEDs Figure 4 Cisco 3845 Router Rear-Panel LEDs GigE 0/1 SPD LNK SPD LNK PVDM 3 PVDM 2 PVDM 1 PVDM 0 AIM 1 AIM 0 CF SFP GigE 0/0 CONSOLE AUX PVDM 3 CF SPD PVDM 2 PVDM 1 GigE 0/1 LNK PVDM 0 AIM 1 AIM 0 SPD LNK SFP 117783 GigE 0/0 Table 1 Cisco 3800 Series LED Indicators LED 3825 3845 Color and State Meaning SYS Front Front Off Router not receiving power Steady green Normal operation (power-up complete) Blinking green Booting or in ROM monitor mode (immediately after power-up
PAGE 8
LEDs Table 1 Cisco 3800 Series LED Indicators (continued) LED 3825 3845 Color and State Meaning AUX PWR Front — Off IP phone power off or not present, or power-up not completed Steady green Present and enabled (power-up completed) Amber Powered but malfunctioning Off IP phone power supply 1 off or not present, or power-up not completed Steady green Present and enabled (power-up completed) Amber Powered but malfunctioning Off IP phone power supply 2 off or not present, or power-up not
PAGE 9
The show environment Command Table 1 Cisco 3800 Series LED Indicators (continued) LED 3825 3845 GE0: Speed Rear Rear GE1: Link Rear Rear Color and State Meaning Blinking green Blink frequency indicates port speed 1 blink per second: 10 Mbps 2 blinks per second: 100 Mbps 3 blinks per second: 1000 Mbps Off No link Green GE1: Speed Rear Rear PS1 — Front PS2 — Front Ethernet cable present, link established Blinking green Blink frequency indicates port speed 1 blink per second: 10 Mbps 2 b
PAGE 10
Error Messages This is an example of the output of the show environment command for a Cisco 3845 router that has one AC power supply with IP phone power output installed: Router# show environment SYS PS1 is present Fan status: Normal Input Voltage status: Normal DC Output Voltage status: Normal Type: AC Thermal status: Normal SYS PS2 is absent AUX (-48V) PS1 is present AUX (-48V) PS2 is absent Fan 1 Normal Fan 2 Normal Fan 3 Normal Fan Speed is Normal Alert settings: Intake temperature warning: Enabled, Th
PAGE 11
Error Messages Error Message Fan 1|2|3 had a rotation error reported. Explanation The specified fan is not rotating at the desired speed. Recommended Action If this error is detected, the router system software automatically increases the fan speed to high. If the rotation error disappears, fan speed is kept at high. If this error appears repeatedly, there is something wrong with the fan. The error will reappear until action is taken.
PAGE 12
Jumper Settings Error Message System detected thermal warning on SYS PS 1|2. System is close to auto shutdown limit. Explanation The power supply is operating at an abnormally high temperature. Recommended Action Make sure that the ambient room temperature does not exceed 40 degrees C and that air flow to the router is not blocked. See the “Site Environment” section on page 4 and the “Equipment Racks” section on page 5 of “Preinstallation Requirements and Planning for Cisco 3800 Series Routers.
PAGE 13
Recovering a Lost Password Note The jumpers are not needed to troubleshoot Cisco IOS problems. If the Cisco IOS software becomes corrupted, remove the CompactFlash memory card to force the router to boot in ROM monitor mode. Change these settings only after consulting with your service representative or Cisco technical support. Recovering a Lost Password You can recover a lost enable password, but an enable secret password is encrypted and is not recoverable.
PAGE 14
More Troubleshooting Help Troubleshooting Cisco 3800 Series Routers 14 OL-5972-01