Troubleshooting

Contacting Cisco TAC

Cannot Log In to the System

System Cannot Connect to the Network

Cannot Connect to the System Using a Web Browser

System Time or Date Is Incorrect

System Cannot Boot from the Disk

Cannot Connect to System with Telnet or Telnet Interaction Is Slow

Troubleshooting

This appendix provides troubleshooting information. It contains:

Contacting Cisco TAC

In some of the following sections, you might be advised to contact the Cisco Technical Assistance Center (TAC) for assistance. You can obtain TAC assistance online at http://www.cisco.com/tac.

For more information, refer to the "Obtaining Technical Assistance" section.

Cannot Log In to the System

Problem: You cannot log in to the system.

Possible causes:

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

Resolution:

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 System Using the Setup Program" 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 Losing All Administrator Passwords" section for more information.

If yes, continue.

Step 3 If you are certain you entered a valid username and password, contact the TAC for assistance.

System Cannot Connect to the Network

Problem: The system cannot connect to the network.

Possible causes:

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

Resolution:

Step 1 Verify that the network cable is connected to the Ethernet 0 port and the Link light is on.

If the network cable is not connected, connect it.
If the network cable is connected but the Link light is not on, 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 Link light is on but the system cannot connect to the network, continue.

Step 2 Use the ping command to perform the following tests:

a. Try to connect to a well-known host on the network. A DNS server is a good target host.

: If the ping command can connect to another host, the system is connected to the network. If it cannot connect to a particular host, the problem is with the network configuration or that host. Contact your network administrator for assistance.
: If the ping command cannot connect to another host, continue.

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.

Step 3 Use the show interfaces command to determine if the Ethernet 0 interface is disabled or misconfigured. For more information, refer to the "show interfaces" section.

If the Ethernet 0 interface is disabled, enable it. If it is misconfigured, configure it correctly. For more information, refer to "Configuring Network Interfaces" section.

If the interface is enabled and correctly configured, continue.

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 the Cisco TAC.

Cannot Connect to the System Using a Web Browser

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

Possible causes:

The system cannot connect to the network.
The HTTP service is not running.

Resolution:

Step 1 Make sure that the system can connect to the network by following the procedure in the "System Cannot Connect to the Network" section.

Step 2 When you are sure that the system is connected to the network, attempt to connect the system using a web browser.

If you cannot connect, continue

Step 3 Stop the system services by entering the following:

# services stop

Step 4 Restart the system services by entering the following:

# services start

Step 5 Attempt to connect the system using a web browser.

If you cannot connect, continue.

Step 6 Reboot the system by entering the reload command.

For more information about the reload command, refer to the "reload" section.

Step 7 If you still cannot connect to the system using a web browser, contact the Cisco TAC for assistance.

System Time or Date Is Incorrect

Problem: The system time or date is incorrect.

Possible causes:

NTP is misconfigured.
The system clock is set incorrectly.

Resolution: Refer to the "Setting System Date and Time" section for information about maintaining the system time and date.

System Cannot Boot from the Disk

Problem: The system cannot boot from the disk during a reboot.

Possible causes:

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

Resolution:

Step 1 If the system does not boot automatically from the maintenance image and the boot process fails, power the system off and then on.

The system should boot from the maintenance image.

Step 2 If the system does not boot automatically from the maintenance image and the boot process fails, power the system off and then on, then boot from the maintenance image manually as described in the "Booting from the Maintenance Image" section.

Step 3 Enter the fsck command to check and repair the disk filesystem.

For more information, refer to the "fsck" section.

Step 4 Enter the reload command to reboot the system from the disk (the default).

Step 5 Contact the Cisco TAC if the system still cannot boot from the disk.

Note If you require a replacement system, refer to the "Installing a Replacement ME1100 Series" section for information about installing a replacement system.

Cannot Connect to System with Telnet or Telnet Interaction Is Slow

Problem: You cannot connect to the system using Telnet or Telnet interaction with the system is extremely slow, even though the system is connected to the network.

Probable cause: The system cannot get DNS services from the network. The system will not function correctly without DNS. Telnet problems are the most visible symptom, but the system will have more serious problems. In most cases, it will not correctly process requests from management applications that use it.

Resolution: Perform the following steps. Connect to the console if you cannot connect using Telnet.

Step 1 Configure the system to use a functioning DNS server by entering:

# ip name-server ip-address

where ip-address is the IP address of the DNS server.

Step 2 Verify that the system can get DNS services from the network by entering the following command:

# nslookup dns-name

where dns-name is the DNS name of a host on the network that is registered in DNS. The command returns the IP address of the host.

Step 3 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, then continue.

Step 4 If the system can resolve DNS names to IP addresses but you still cannot connect to the system using Telnet or Telnet interaction with the system is extremely slow, contact the Cisco TAC.

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Troubleshooting