cc/td/doc/product/access/acs_soft/dialoutd
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Troubleshooting Information

Troubleshooting Information

This Appendix provides information on what to do if your system is not operating properly. The first section presents a checklist of commonly overlooked items. The next section presents issues you might encounter, along with information on resolving them. The last two sections present information on contacting the Cisco Systems Technical Assistance Center (TAC).

Troubleshooting Checklist

If your Cisco DialOut Utility is not operating properly, check the following items:

Clearing Potential Line Problems

To clear any potential line problems, follow these steps:

Step 1 Enter:

clear line x

x indicates the line currently in use.

Step 2 Turn the modem OFF and ON.

Step 3 To determine if a line is hung, enter:

s lin (show line)

or

s usr (show users)


Note If you experience a hanging line and you are using a Cisco  2509 or Cisco  2511 access server, turn the modem OFF and ON to purge the modem settings.

Suggested Trace Tools

Most issues encountered will either be PC-specific or network-related. To obtain network-specific trace files, follow these suggestions:

Symptoms

The following is a list of situations you might encounter when using the Cisco DialOut Utility. Your situation might not exactly match those listed, but there might be one that is close that might provide additional insight into the problem.

Symptom   Com port hangs.

Possible Cause   The Windows diagnostics in the Modem Properties window were run on the com port.

Recommended Action   Reboot the PC. If the port still hangs, remove the com port and add it again. See the "Remove Port" and "Add Port" sections in the "Using the Cisco DialOut Utility" chapter.

Symptom   Error code 69x (Windows NT).

Possible Cause   The modem type is incorrect.

Recommended Action   Add the correct modem. Additionally, add the modem to the remote access server (RAS).

Symptom   Error code greater than 10000.

Possible Cause   These error codes are generated by Microsoft Winsock.

Recommended Action   See your Winsock documentation.

Symptom   No dial tone when dialing.

Possible Cause   There is a problem with the NAS's connection to the carrier or telephone system.

Recommended Action   If you get a NO DIALTONE or CONNECTION FAILED message, refer to the "System Messages" appendix.

Symptom   Security failure message.

Possible Cause   The username or password is incorrect, or there is a problem with the AAA service.

Recommended Action   Re-enter the username and password. Make sure that the NAS is working properly, or contact your service provider.

Before You Contact Support

If you have checked all the above items and still need to contact support, make sure that you have taken the following steps:

Obtaining Service and Support

For information about obtaining technical assistance with your Cisco DialOut Utility, Release 1.5, refer to the section "Service and Support" in the Cisco Information Packet publication that shipped with your product.


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