Published On: August 6ᵗʰ, 2019 02:05
Installation and Upgrade Guide for Cisco Secure Access Control System 5.4
Troubleshooting
Troubleshooting
The CSACS-1121 and SNS-3415 series appliance undergoes extensive testing before it leaves the factory. If you encounter problems, use the information in this appendix to help isolate problems or to eliminate the appliance as the source of the problem.
Although an overtemperature or overvoltage condition is unlikely at initial startup, a discussion of environmental temperature and voltage monitoring functions is provided in Regulatory Compliance section.
Note
The procedures in
this chapter assume that you are troubleshooting the initial
CSACS-1121 series or SNS-3415 series appliance startup, and that
the appliance is in the original factory configuration. If you have
removed or replaced components, or changed any default settings,
the recommendations in this chapter might not apply.
This appendix does not cover every possible issue that might occur on an appliance but instead focuses on those events that are frequently seen by the customer.
Troubleshooting Overview
At the initial system boot, you should verify the following:
- The external power cable is connected, and the proper power source is being applied. For more information, see Power Considerations, Power Specifications, Powering Up the CSACS-1121 Series Appliance, Connecting and Powering on SNS-3415 Appliance, and Troubleshooting the Power and Cooling Systems in CSACS-1121 Series Appliance.
- The appliance fan and blower are operating. See Airflow Guidelines, Environmental Specifications, and Troubleshooting the Power and Cooling Systems in CSACS-1121 Series Appliance.
- The appliance software boots successfully.
- The adapter cards (if installed) are properly installed in their slots, and each initializes (is enabled by the appliance software) without problems.
When each of these conditions is met, the hardware installation is complete, and you should proceed to perform a basic configuration. For proper configuration features, see “Installing and Configuring the Cisco Secure Access Control System with CSACS-1121,” or “Installing and Configuring Cisco Secure Access Control System with SNS-3415,” or the User Guide for Cisco Secure Access Control System 5.4.
If you cannot locate the source of the problem, contact a customer service representative for information on how to proceed. For technical support information, see the Cisco Information Packet publication that is shipped with your appliance. Before you call, ensure that you have the following information ready:
- Appliance chassis type and serial number. For more information, see Cisco Product Identification Tool.
- Maintenance agreement or warranty information (see the Cisco Information Packet).
- Type of software and version number (if applicable).
- Date you received the new appliance.
- Brief description of the problem you are facing and the steps you have taken to isolate and resolve the problem.
Note Be sure to provide
the customer service representative with any upgrade or maintenance
information that was performed on the CSACS-1121 and SNS-3415
series appliance after your initial installation. For site log
information, see
Creating a Site Log and
Site Log
Problem Solving
The key to problem solving is to isolate the problem to a specific location by comparing what the CSACS-1121 or SNS-3415 series appliance is doing with what it should be doing.
In other words, when troubleshooting, define the specific symptoms, identify all potential problems that could be causing the symptoms, and then systematically eliminate each potential problem (from most likely to least likely) until the symptoms disappear.
The following steps provide guidelines you can use during the troubleshooting process.
Step
1 Analyze the problem and create a clear
problem statement. Define symptoms and potential causes.
Step
2 Gather the facts that you need to help
isolate possible causes.
Step
3 Consider possible causes based on the
facts that you gathered.
Step
4 Create an action plan
based on those causes. Begin with the most likely problem and
devise a plan in which you manipulate only one variable.
Step
5 Implement the action plan. Perform each
step carefully while testing to see whether the symptom
disappears.
Step
6 Analyze the results to determine whether
the problem has been resolved. If the problem is resolved, consider
the process complete.
If the problem has not been resolved, create an action plan based on the next most probable cause on your list. Return to Step 4 and repeat the process until the problem is solved.
Be sure to undo anything that you changed while implementing your action plan. Remember to change only one variable at a time.
Note The LEDs on the
front and back panel of the appliance enable you to determine the
performance and operation of the appliance. For a description of
these LEDs, see
Reading the LEDs.
When troubleshooting, check the following appliance subsystems first:
- Power and cooling systems (external power source, power cable, and appliance fans). Also, check for inadequate ventilation, air circulation, or environmental conditions.
- Adapter card—Checking the LEDs on the adapter card can help you to identify a failure.
- Cables—Verify that the external cables connecting the appliance to the network are all secure.
Troubleshooting the Power and Cooling Systems in CSACS-1121 Series Appliance
Both the power LED and the fans can help you troubleshoot a power problem. Check the following items to help isolate the problem:
- When the CSACS-1121 Series appliance is connected to the power source, is the appliance power LED on the front panel on? If not, check the AC power cord connection; if the power LED is still off, the problem might be due to a power supply failure.
- Does the appliance shut down after being on for only a short time?
– Check for an environmentally induced shutdown. For
more information, see
Environmental Reporting Features section.
– Check the fans. If the fans are not working, the
appliance will overheat and shut itself down.
If the fans are not working, you might need to check the power supply connection to the fans.
Checking this connection will require you to shut down the appliance, remove any external cables, and open up the appliance.
– Ensure that the appliance intake and exhaust vents
are clear.
– Check the environmental site requirements in
Temperature and Humidity Guidelines.
- Does the appliance partially boot, but the LEDs do not light? Check for a power supply failure by inspecting the power LED on the front panel of the appliance:
– If the LED is on, the power supply is functional.
– If the LED is off, see the Cisco Information Packet
for warranty information, or contact your customer service
representative.
Environmental Reporting Features
The CSACS-1121 Series appliance has protection circuits that monitor and detect overcurrent, overvoltage, and overtemperature conditions inside the appliance.
If the power supply shuts down or latches off, an AC cycle switches off for 15 seconds and switches on for 1 second to reset the power supply. For more information, see Regulatory Compliance.
The following conditions can cause an abnormally high appliance temperature:
Take steps to correct the problem. For information about environmental operating conditions, see Temperature and Humidity Guidelines.
Troubleshooting Adapter Cards, Cables, and Connections in CSACS-1121 Series Appliance
Network problems can be caused by an adapter card, cables or cable connections, or external devices such as a hub, wall jack, WAN interface, or terminal. Check for the following symptoms to help isolate a problem:
– Ensure that the adapter card is firmly seated in its
slot.
– Check the LEDs on the adapter card. Each adapter card
has its own set of LEDs.
– Verify that your software release supports the
adapter card. See the documentation that was included with your
adapter card.
– Ensure that the adapter card is firmly seated in its
slot.
– Check external cable connections.
– Verify that your software release supports the
adapter card. See the documentation that was included with your
adapter card.
– Ensure that the adapter card is firmly seated in its
slot.
– Check the appliance chassis or the application
software. For warranty information, see the Cisco Information
Packet publication that is shipped with your appliance or contact
your customer service representative.
- If you are using the console port with a terminal, and the CSACS-1121 Series appliance boots but the console screen is frozen:
– Check the external console connection.
– Verify that the parameters for your terminal are set
as follows:
(a) The terminal should have the same data rate that the appliance has (9600 bps is the default).
(c) No parity generated or checked.
- The CSACS-1121 Series appliance powers on and boots only when an adapter card is removed. Check the adapter card. For warranty information, see the Cisco Information Packet publication that is shipped with your appliance or contact your customer service representative.
- The CSACS-1121 Series appliance powers on and boots only when a particular cable is disconnected. There might be a problem with the cable. For warranty information, see the Cisco Information Packet publication that is shipped with your appliance or contact your customer service representative.
Maintaining the SNS-3415 Appliance
The SNS-3415 appliance is based on the Cisco UCS C220 Server. Please refer to the Cisco UCS C220 Server Installation and Service Guide for information on how to maintain your SNS-3415 appliance, and to install and replace the server components, if necessary.
Reading the LEDs
There are several LEDs on the CSACS-1121 and SNS-3415 appliance. LEDs serve the following purposes:
- Indicate that basic power is available to the appliance.
- Indicate the hard disk, CD drive, and network activity statuses.
Front-Panel LEDs
Figure A-1 shows the locations of the appliance’s front-panel LEDs.
The following table describes the callouts in Figure A-1.
Table A-1 describes the front-panel LEDs.
Back-Panel LEDs
Figure A-2 shows these LEDs.
Figure A-2 CSACS-1121 Rear Panel LEDs
The following table describes the callouts in Figure A-2
Table A-2 describes the LEDs located on the rear panel of the CSACS-1121 Series appliance.
LEDs of SNS-3415 Appliance
See SNS-3415 Appliance Front-Panel View to view the available Front Panel LEDs in SNS-3415 Appliance.
See SNS-3415 Appliance Back-Panel View to view the available Back Panel LEDs in SNS-3415 Appliance.
See Internal Diagonastic LEDs to view the available internal diagonastic LEDs SNS-3415 Appliance
Product Serial Number Location
On the CSACS-1121 Series appliance, the serial number label is located on the front panel of the appliance, at the lower-left. Figure A-3 shows the location of the serial number label.
This section contains details on Cisco Product Identification Tool
Figure A-3 Serial Number Location for the CSACS-1121 Series Appliance
Note The serial number
for the CSACS-1121 Series appliance is 11 characters long.
On the SNS-3415 appliance, the serial number for the server is printed on a label on the top of the server, near the front.
Cisco Product Identification Tool
The Cisco Product Identification (CPI) tool helps you retrieve the serial number of your Cisco products.
Before you submit a request for service online or by phone, use the CPI tool to locate your product serial number. You can access this tool from the Cisco Support website.
Step
1 Click the Tools & Resources link.
Step
2 Click the Show All Tools tab.
Step
3 Choose Cisco Product Identification Tool
from the alphabetical list.
This tool offers three search options:
Search results show an illustration of your product with the location of the serial number label highlighted. Locate the serial number label on your product and record the information before you place a service call.
You can access the CPI tool from Cisco.com at:
http://tools.cisco.com/Support/CPI/index.do
Access to the CPI tool on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at:
http://tools.cisco.com/RPF/register/register.do