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This appendix provides troubleshooting information. It consists of the following sections:
Symptom You cannot log in to the system.
Possible Cause
Recommended Action
Step 1 Did you run the setup program after booting the system for the first time?
If no, run the setup program as described in the "Configuring the Cisco ESSE" section.
If yes, continue.
Step 2 Do you know the password for any system user accounts?
If no, reconfigure the system to create a new user account. Refer to the "Recovering from Loss of All Administrator Passwords" section for more information.
If yes, continue.
Step 3 If you are certain you entered a valid username and password, contact Cisco's Technical Assistance Center for assistance.
Symptom The system cannot connect to the network.
Possible Cause
Recommended Action
Step 1 Verify that the network cable is connected to the Ethernet 0 port and the Ethernet indicator is lit.
If the network cable is connected and the Ethernet indicator is on but the system cannot connect to the network, continue with Step 2.
Step 2 Use the show interfaces command to determine whether the Ethernet 0 interface is disabled or misconfigured. For more information, see the "show syslog" section.
If the Ethernet 0 interface is disabled, enable it. If it is misconfigured, configure it correctly. For more information, see the "Configuring the Ethernet Ports" section.
If the interface is enabled and correctly configured, continue with step 3.
Step 3 Use the ping command to perform the following tests:
a. Try to ping a well known host on the network. A DNS server is a good target host.
b. Attempt to connect to another host on the same subnet as the system.
If the ping command cannot connect to any hosts, continue with Step 4.
Step 4 Contact your network administrator to verify that there are no conditions on the network that prevent the system from connecting to the network.
If conditions prevent the system from connecting to the network, have your network administrator correct them.
Step 5 If no conditions are preventing the system from connecting to the network, contact Cisco's Technical Assistance Center.
Symptom You cannot connect to the system by entering its IP address in a web browser.
Possible Cause
Recommended Action
Step 1 Make sure that the system can connect to the network by using the procedure in the "Cisco ESSE Cannot Connect to the IP Management Network" section. Attempt to connect the system using a web browser.
If you cannot connect, continue with Step2.
Step 2 If you are attempting to connect via HTTP, verify that the IP address is appended with :1741.
Step 3 If you are attempting to connect via HTTP, verify that HTTP is enabled. If you are attempting to connect via HTTPS, verify that HTTPS is enabled. For more information, see the "Configuring the Ethernet Ports" section. You may need to run the firewall command documented in the "firewall" section.
Step 4 Verify that the browser is configured correctly; attempt to connect to the Cisco ESSE. For more information, see the "Configuring the Web Browser" section. If you cannot connect, continue to Step 5.
Step 5 At the system console, or through Telnet, verify that the web server and tomcat are running, by entering the following:
#
services status
If they are running, go to Step 7. If they are not running continue to step 5.
Step 6 Stop the system services by entering the following:
#
services stop
Step 7 Restart the system services by entering the following:
#
services start
Step 8 Try to connect the system using a web browser.
If you cannot connect, continue to Step 9.
Step 9 Reboot the system by entering the reload command.
For more information about the reload command, see the "reload" section.
Step 10 If you still cannot connect to the system using a web browser, contact Cisco's Technical Assistance Center for assistance.
Symptom The system time or date is incorrect.
Possible Cause
Recommended Action See the "Setting System Date and Time" section for information about maintaining the system time and date.
Symptom The system cannot boot from the hard drive during a reboot.
Possible Cause
Recommended Action If the Cisco ESSE cannot boot from the hard drive, reimage the hard drive. Use the Recovery CD to reimage your Cisco ESSE. For more information, see the "Using the Recovery CD" section.
Symptom You cannot connect to the system using Telnet, even though the system is connected to the network, or the Telnet connection seems unusually slow.
Possible Cause
Recommended Action If the problem is not the network, perform the following procedure. Connect to the console port if you cannot Telnet to the Cisco ESSE.
Step 1 Check the Telnet settings to be sure Telnet is enabled and configured correctly. For more information, see the following:
Step 2 If you have specified hosts in telnetenable, make sure the host from which you are attempting to Telnet is on the list.
Step 3 Configure the system to use a functioning DNS server by entering the following:
#
ip name-server ip-address
Where ip-address is the IP address of the DNS server.
Step 4 Verify that the system can get DNS services from the network by entering the following command:
#
nslookup dns-name {hostname | ip-address}
Where dns-name is the DNS name of a host on the network that is registered in DNS and hostname and ip-address is the same IP address specified in Step 2.
The command returns the IP address of the host.
Step 5 If the system cannot resolve DNS names to IP addresses, the DNS server it is using is not working properly.
Resolve the network DNS problem, and then continue.
Step 6 If the system can resolve DNS names to IP addresses but you still cannot connect to the system using Telnet, or if Telnet interaction with the system is extremely slow, contact Cisco's Technical Assistance Center.
Symptom The Cisco ESSE does not discover certain Cisco ONT 1031 devices.
Possible Cause
Recommended Action Do the following:
Step 1 Verify proper connection of the Ethernet 1 port.
Step 2 Verify that the Ethernet ports are configured correctly.
Step 3 Verify that the Cisco ESSE Layer 2 switch port and the layer 2 network are configured consistently. See Setting Up the Layer 2 Network.
Step 4 Verify that the Cisco ONT 1031 switch port connection has port negotiation disabled.
Step 5 Toggle the power of the Cisco ONT 1031 and let it rediscover the Cisco ESSE using multicast notifications. If the network is properly configured, these notifications will arrive at the Cisco ESSE Ethernet 1 port.
Posted: Wed Sep 4 22:13:18 PDT 2002
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