Troubleshooting and System Errors

Appendix A describes common errors that can occur while configuring and using the system, and how to correct them. It also describes LED indicators on the system and its expansion modules.

Files for Troubleshooting

The VPN 3000 Concentrator creates several files that you can examine and that can assist Cisco support engineers when troubleshooting errors and problems:

Event Logs

The VPN Concentrator records system events in the event log, which is stored in nonvolatile memory (NVRAM). To troubleshoot operational problems, we recommend that you start by examining the event log. See Configuration | System | Events and Monitor | Event Log.

The VPN Concentrator automatically saves the event log to a file in flash memory if it crashes, and when it is rebooted. This log file is named SAVELOG.TXT, and it overwrites any existing file with that name. The SAVELOG.TXT file is useful for debugging. See Configuration | System | Events and Administration | File Management | Files.

Crash Dump File

If the VPN Concentrator crashes during operation, it saves internal system data in nonvolatile memory (NVRAM), and then automatically writes this data to a CRSHDUMP.TXT file in flash memory when it is rebooted. This file contains the crash date and time, software version, tasks, stack, registers, memory, buffers, and timers., which are helpful to Cisco support engineers. In case of a crash, we ask that you send this file when you contact Technical Assistance Center (TAC) for assistance. See Administration | File Management | Files for information on managing files in flash memory.

Configuration Files

The VPN Concentrator saves the current boot configuration file (CONFIG) and its predecessor (CONFIG.BAK) as files in flash memory. These files may be useful for troubleshooting. See Administration | File Management | Files for information on managing files in flash memory.

VPN Concentrator Manager Errors

Table A-1 lists errors that might occur while using the HTML-based VPN Concentrator Manager with a browser.

Table A-1 VPN Concentrator Manager Errors

Symptom	Problem	Possible Cause	Solution
Browser Refresh or Reload Button Logs Out the Manager.	You clicked the Refresh or Reload button on the browser navigation toolbar, and the Manager logged out. The main login screen appears.	To protect access security, clicking Refresh / Reload on the browser toolbar automatically logs out the Manager session.	Do not use the browser navigation toolbar buttons with the VPN Concentrator Manager. Use only the Manager Refresh button where it appears on a screen. We recommend that you hide the browser navigation toolbar to prevent mistakes.
Browser Back or Forward Button displays an Incorrect Screen or Incorrect Data.	You clicked the Back or Forward button on the browser navigation toolbar, and the Manager displayed the wrong screen or incorrect data.	To protect security and the integrity of data entries, clicking Back or Forward on the browser toolbar deletes pointers and values within the Manager.	Do not use the browser navigation toolbar buttons with the VPN Concentrator Manager. Navigate using the location bar at the top of the Manager window, the table of contents in the left frame, or links on Manager screens. We recommend that you hide the browser navigation toolbar to prevent mistakes.
The Manager displays the Invalid Login or Session Timeout screen.	You entered an invalid administrator login name and password combination.	Typing error Invalid (unrecognized) login name or password.	Reenter the login name and password and click Login. Use a valid login name and password. type carefully.
The Manager displays the Invalid Login or Session Timeout screen.	The Manager session has been idle longer than the configured timeout interval.	No activity for (interval) seconds. The Manager resets the inactivity timer only when you click an action button (such as Apply, Add, or Cancel) or a link on a screen—that is, when you invoke a different screen. Entering values or setting parameters on a given screen does not reset the timer. Default timeout interval is 600 seconds (10 minutes). Timeout interval set too low for normal use.	On the Administration \| Access Rights \| Access Settings screen, change the Session Timeout interval to a larger value and click Apply.
The Manager displays a screen with the message, "Error/ An error has occurred while attempting to perform the operation. An additional error message describes the erroneous operation.	You tried to perform some operation that is not allowed.	The screen displays a message that describes the cause.	Click Retry the operation to return to the screen where you were working and correct the mistake. Carefully check all your previous entries on that screen. The Manager attempts to retain valid entries, but invalid entries are lost. Click Go to main menu to go to the main Manager screen.
The Manager displays a screen with the message, "You are using an old browser or have disabled JavaScript..."	The VPN Concentrator Manager cannot work with the browser that you have invoked.	You are using the Manager with an unsupported browser. You are using the Manager with an obsolete browser. You are using a browser that does not have JavaScript enabled.	Use Microsoft Internet Explorer version 4.0 or higher. Use Netscape Navigator version 4.5 or higher. Be sure JavaScript is enabled in the browser. (See the "Browser Requirements" section of this manual.)
The Manager displays a screen with the message, "Not Allowed/You do not have sufficient authorization to access the specified page."	You tried to access an area of the Manager that you do not have authorization to access.	You logged in using an administrator login name that has limited privileges. You logged in from a workstation that has limited access privileges.	Log in using the system administrator login name and password. (Defaults are `admin`/`admin`.) Log in from a workstation with greater access privileges. Have the system administrator change your privileges on the Administration \| Access Rights \| Administrators screen. Have the system administrator change the privileges of your workstation on the Administration \| Access Rights \| Access Control List screen.
The Manager displays a screen with the message, "Not Found / An error has occurred while attempting to access the specified page." The screen includes additional information that identifies system activity and parameters.	The Manager could not find a screen.	You updated the software image and did not clear the browser's cache.	Clear the browser cache: delete its temporary internet files, history files, and location bar references. Then try again.
	The Manager could not find a screen.	There is an internal Manager error.	Please note the system information on the screen and contact TAC for assistance.
Microsoft Internet Explorer displays a Script Error dialog box that includes the error message, "No such interface supported."	While using a Manager function that opens another browser window (such as Save Needed, Help, or Software Update), Internet Explorer cannot open the window and displays the error dialog box.	A bug in the Internet Explorer JavaScript interpreter.	1. Click No on the error dialog box. 2. Log out of the Manager. 3. Close Internet Explorer. 4. Reinstall Internet Explorer.

Command-line Interface Errors

Table A-2 lists errors that might occur while using the menu-based Command-line Interface from a console or Telnet session.

Table A-2 VPN 3000 Concentrator Command-Line Interface Errors

Console Message	Problem	Possible Cause	Solution
ERROR:-- Bad IP Address/Subnet Mask/Wildcard Mask/Area ID.	The system expected a valid 4-byte dotted decimal entry, and the entry wasn't in that format.	You entered something other than a 4-byte dotted decimal number. You might have omitted a byte position, or entered a number greater than 255 in a byte position. You entered `0.0.0.0` instead of an appropriate address.	At the prompt, reenter a valid 4-byte dotted decimal number.
ERROR:-- Out of Range Value Entered. Try Again.	The system expected a number within a certain range, and the entry was outside that range.	You entered a letter instead of a number. You entered a number greater than the possible menu numbers.	At the prompt, reenter a number in the appropriate range.
ERROR:-- The Passwords Do Not Match. Please Try Again.	The entry for a password and the entry to verify the password do not match.	You mistyped an entry. You entered either a password or verify entry, but not the other.	At the Verify prompt, re-enter the password. If the original password is incorrect, press Enter and re-enter both the password and the verification at the prompts.

LED Indicators

LED indicators on the VPN Concentrator and its expansion modules are normally green. The usage gauge LEDs are normally blue. LEDs that are amber or off might indicate an error condition. NA means not applicable; that is, the LED does not have that state.

VPN Concentrator (front) LEDs

LED Indicator	Green	Amber	Off
System	Power on. Normal Blinking Green (Model 3005 only)—System is in a shutdown (halted) state, ready to power off.	System has crashed and halted. Error.	Power off. (All other LEDs are also off.)
The LEDs below exist only on Models 3015-3080
Ethernet Link Status 1 2 3	Connected to network and enabled. Blinking Green—Connected to network and configured, but disabled.	NA	Not connected to network or not enabled.
Expansion Modules Insertion Status 1 2 3 4	SEP module installed in system.	NA	Module not installed in system.
Expansion Modules Run Status 1 2 3 4	SEP module operational.	Module failed during operation. Error.	If installed, module failed diagnostics or encryption code is not running. Error.
Fan Status	Operating normally.	Not running or RPM below normal range. Error.	NA
Power Supplies A B	Installed and operating normally.	Voltage(s) outside of normal ranges. Error.	Not installed.
CPU Utilization	This statistic selected for usage gauge display.	NA	Not selected.
Active Sessions	This statistic selected for usage gauge display.	NA	Not selected.
Throughput	This statistic selected for usage gauge display.	NA	Not selected.

Usage Gauge LEDs (Models 3015-3080 only)	Steady or Intermittent Blue	Blinking Blue
Left to right sequential segments, varying number	Normal operation.	NA
All 10 segments	NA	VPN Concentrator is in a shutdown (halted) state, ready to power off.

VPN Concentrator Rear LEDs

SEP Module LEDs

SEP (Scalable Encryption Processing) module LEDs are present only on models 3015 through 3080 and are visible from the rear of the VPN Concentrator.

LED Indicator	Green	Amber	Off
Private / Public / External Ethernet Interfaces (connected to network)
Link	Carrier detected. Normal.	NA	No carrier detected. Error.
Tx	Transmitting data. Normal. Intermittent on.	NA	Not transmitting data. Idle. Intermittent off.
Coll	NA	Data collisions detected.	No collisions. Normal.
100	Speed set at 100 Mbps.	NA	Speed set at 10 Mbps.

SEP Module LED	Green	Amber	Off
Power	Power on. Normal.	NA	Power is not reaching the module. It might not be seated correctly. Error.
Status	Encryption code is running. Normal.	Module failed during operation. Error.	Module failed diagnostics or encryption code is not running. Error.

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