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:

See the README.DOC file for specific information about configuring and using third-party applications and other troubleshooting information.
Make sure that you rebooted the PC after installation.
Make sure that the modem is configured properly.
Make sure that the modem is capable of and configured for Class 2 or 2.0 faxing.
Make sure that the fax or communications application is configured properly for Class 2 or 2.0.
Make sure that the device with which you are attempting to communicate is operating properly.
Make sure that you are dialing the correct telephone number.
Make sure that your password is correct.
Run the Cisco DialOut Utility and watch the LEDs and their colors carefully. The actions of the lights provide useful information about the activities of the Cisco DialOut Utility. See the "LEDs" section in the "Using the Cisco DialOut Utility" chapter for a list of the LED colors and explanations of their meanings.
Test the com port on the NAS terminal to make sure that the port is not open.
Make sure that the serial cables are connected and the modem power is ON.
Make sure that new workstations have been configured with Terminal before using a package that does not allow the user to see the commands being issued.
Make sure that you are using the Microsoft TCP/IP stack.
Most symptoms are due to incorrect configurations and hardware setup. Before calling for support, check NAS configurations, all PC NICs, NAS cables, and modems. Make sure that the carrier lines are connected and ON.
Check that your NAS is reachable using the ping test. Make sure that your NAS has the correct Cisco IOS software image for the Cisco DialOut Utility. See the README.DOC file for more information.
If you experience connection problems with the Cisco DialOut Utility running, test the com ports. See the "Test Port" section in the "Using the Cisco DialOut Utility" chapter for instructions. If the test passes but you still experience problems, reboot your PC.
Some PC systems, modems, and carrier lines require two attempts before an application can make a good connection. This can be caused by timing delays from noise on the line or by application and PC timing sensitivity.
Make sure that there is no com port mismatch due to multiple modems from the same manufacturer.
Port contention can also be an issue; for example, problems might occur if you have 10 people using the Cisco DialOut Utility on only 4 ports. Just as with telephone lines, if a port is in use, it is unavailable.
If you experience consistent busy conditions, consider segmenting your high-priority users from your incidental users by assigning the high-priority users to dedicated ports instead of to a rotary group. You might also need to add modem cards into your NAS to increase port density or to order additional analog lines to support your call volume.

Note Excessive

propagation delays over low-speed or noisy lines can affect the timing of Microsoft's fax and dial-up networking and can cause the connection to fail.

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)

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:

For any suspected network issues, use a protocol analyzer to monitor the network. A protocol analyzer is an excellent way to investigate potential Ethernet problems, such as runaway NIC cards jabbering on the wire, excessive collisions, excessive runt packets (fragmented IP/frames), or upper-layer protocol issues.
If your NAS is a Cisco AS5xxx access server, use its debug utility for Telnet, modem, modem Call Switch Module (csm), modem capabilities (cap), and Point-to-Point Protocol (PPP)-negotiated packets.

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.

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.

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:

Write down your hardware platform, operating system version, type of TCP/IP protocol stack you are using, version of Cisco DialOut Utility you are using, the name of the fax or communications application you are using, and a short description of the symptoms.
Provide the support personnel with a copy of your SETUP.LOG file.
Do not remove the Cisco DialOut Utility software. Cisco support engineers might ask if you can duplicate the problem. If you remove the software, you will have to reinstall it. This will delay resolution of the problem.
Try to determine if there is a simple way to reproduce the problem. To help narrow the focus of the support call, write down the name of the communications package you are running and the activities you were performing.
Be as precise as possible. Know what operating system and communications package you are using, what activities you are attempting, and so on.
If the system worked one day but does not work the next, make sure that nothing else in the environment has changed.

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.

Table of Contents