Troubleshooting

Cannot Login to the System

Cisco ESSE Cannot Connect to the IP Management Network

Cannot Connect to the Cisco ESSE Using a Web Browser

System Time or Date Is Incorrect

System Cannot Boot from the Hard Drive

Cannot Connect to System with Telnet, or Telnet Interaction Is Slow

Cisco ONT 1031 Devices Not Discovered By Cisco ESSE

Troubleshooting

This appendix provides troubleshooting information. It consists of the following sections:

Cannot Login to the System

Symptom You cannot log in to the system.

Possible Cause

You did not run the setup program to create an initial system configuration.
You lost all of the user account passwords.

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.

Cisco ESSE Cannot Connect to the IP Management Network

Symptom The system cannot connect to the network.

Possible Cause

The network cable is not connected to the Ethernet 0 port.
The Ethernet 0 interface is disabled or misconfigured.
The Cisco ESSE system is configured correctly, but the network is down or misconfigured.

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 not connected, connect it.
If the network cable is connected but the Ethernet indicator is not lit, these are the probable causes:

The network cable is faulty.
The network cable is the wrong type (for example, a cross-over type, rather than the required straight-through type).
The port on the default gateway to which the system connects is down.

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.

: If the ping command gets a response, the system is connected to the network. If it cannot connect to a particular host, the problem is either with the network configuration or that host. Contact your network administrator for assistance.
: If the ping command does not get a response, continue with Step b.

b. Attempt to connect to another host on the same subnet as the system.

: If the ping command can connect to a host on the same subnet, but cannot connect to a host on a different subnet, the default gateway is probably down.

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.

Cannot Connect to the Cisco ESSE Using a Web Browser

Symptom You cannot connect to the system by entering its IP address in a web browser.

Possible Cause

The system cannot connect to the network.
HTTP or HTTPS is not enabled
If you are connecting via HTTP, the IP address was not appended with :1741.
The client system is not configured. See"Configuring the Web Browser" section.

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.

System Time or Date Is Incorrect

Symptom The system time or date is incorrect.

Possible Cause

NTP is misconfigured.
The system clock is set incorrectly.

Recommended Action See the "Setting System Date and Time" section for information about maintaining the system time and date.

System Cannot Boot from the Hard Drive

Symptom The system cannot boot from the hard drive during a reboot.

Possible Cause

The disk has a physical error.
The disk image is corrupted.

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.

Cannot Connect to System with Telnet, or Telnet Interaction Is Slow

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

Telnet is disabled or configured incorrectly.
The system cannot get DNS services from the network. The system will not function correctly without DNS.

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:

To check the Telnet settings, or to enable or disable Telnet on specific domains or IP addresses, see the "telnetenable" section.
To enable or disable Telnet on individual ports, see the "firewall" section.

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.

Cisco ONT 1031 Devices Not Discovered By Cisco ESSE

Symptom The Cisco ESSE does not discover certain Cisco ONT 1031 devices.

Possible Cause

Layer 2 network cable is not connected to the Ethernet 1 port
The Ethernet 1 interface is disabled or misconfigured
The Cisco ESSE is configured correctly, but the network is down
The Cisco ESSE Layer 2 network port may not be defined with appropriate native VLANs or as an IEEE 802.1q trunk port (See Setting Up the Layer 2 Network.)
The Layer 2 network switches may not be uniformly configured for IEEE 802.1q trunking and VLANs throughout the network

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.

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