Cisco 3825 - Voice Bundle Router, 3845 - Security Bundle Router, 3800 Series Troubleshooting Manual

Troubleshooting Cisco 3800 Series Routers

Your Cisco 3800 series integrated services router goes through extensive testing and burn-in before
leavingthe factory.Ifyouencounter problems, use this documentto help isolate problems orto eliminate
the router as the source of the problem.

This document contains the following sections:

• Solving Problems, page 2

• LEDs, page 5

• The show environment Command, page 9

• Error Messages, page 10

• Jumper Settings, page 12

• Recovering a Lost Password, page 13

• More Troubleshooting Help, page 13

Note To troubleshoot network modules, see the Cisco Network Modules Hardware Installation Guide. To

troubleshoot interface cards, see the Cisco Interface Cards Installation Guide. These documents are
available on Cisco.com.

If you cannot find the source of the problem, contact a customer service representative. For information
about obtaining technical support, see the “Obtaining Technical Assistance” section on page 12 of
“Introduction to Cisco 3800 Series Routers Hardware Documentation.” Before you call, have the
following information ready:

• Router type and serial number (for serial number locations, see the “Product Identification” section

on page 5 of “Overview of Cisco 3800 Series Routers”)

• Maintenance agreement or warranty information

• Type of software and version number

• Date you received the router

• Brief description of the problem

• Brief explanation of the steps taken to isolate the problem

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Solving Problems

Solving Problems

The key to solving problems is to isolate the problem to a specific subsystem by comparing what the
router is doing to what it should be doing.

The LEDs on the front and rear panel of the router enable you to determine router performance and
operation. LEDs are described in the “LEDs” section on page 5.

When solving problems, consider the following subsystems:

• Power and cooling systems—External power source, power cable, router power supply and circuit

breaker, and router blower and fan. Also consider inadequate ventilation or air circulation.

• Network modules and interface cards—LEDs on the modules and interface cards help identify a

failure.

• Cables—External cables that connect the router to the network.

Troubleshooting the Power and Cooling Systems

Both the system power LED and the fans can help you troubleshoot a power problem. Check the
following items.

Note The Cisco 3845 router has two system power LEDs, one for each power supply,labeled SYS PWR1 and

SYS PWR2.

Normal Indications

With the power switch on, normal indications are:

Fault Indications

Check the following symptoms to locate or eliminate faults in the power and cooling systems:

• SYS LED steady green

• SYS PWR LED steady green for the Cisco 3825 router, or SYS PWR1 or SYS PWR2 LED steady

green for the Cisco 3845 router (depending on which power supply is active)

• Fans operating

• With the power switch on, what color is the SYS LED?

–

If the LED is steady green, the router is receiving power and is functional.

–

If the LED is amber, the router is receiving power but is not functional.

–

If the LED is off, check the power source and power cable.

• With the power switch on, the SYS LED steady green, and the SYS PWR LED (Cisco 3825) or

SYS PWR1 or SYS PWR2 LED (Cisco 3845) steady green, do the fans operate?

–

If yes, the power system is functioning.

–

If no, check the fans.

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Solving Problems

• With the power switch on and the SYS LED steady green, do the fans operate?

–

If yes, the power system is functioning.

–

If no, check the fans.

• With the power switch on and the SYS PWR LED (Cisco 3825) or SYS PWR1 or SYS PWR2 LED

(Cisco 3845) off, do the fans operate?

–

If yes, the router is receiving power. The fans are connected directly to the DC outputs of the
power supply.

–

If no, check the power source and power cable.

• Does the router shut down after being on a short time?

–

Check for an environmentally induced shutdown. See the next section, “Environmental

Reporting Features.”

–

Check the environmental site requirements in the “General Site Requirements” section on

page 3 of “Preinstallation Requirements and Planning for Cisco 3800 Series Routers.”

–

Check for a power supply failure by inspecting the SYS PWR LED on the Cisco 3825 router,
or the SYS PWR1 or SYS PWR2 LED on the Cisco 3845 router (depending on which power
supply is active). If the LED is green, the power supply is functional.

• Router partially boots, but LEDs do not come on.

–

Check for a power supply failure by inspecting the SYS PWR LED on the Cisco 3825 router or
the SYS PWR1 LED or SYS PWR2 LED on the Cisco 3845 router (depending on which power
supply is active). If the LED is green, the power supply is functional.

–

If the SYS PWR LED is not on, see the “Obtaining Technical Assistance” section on page 12
of “Introduction to Cisco 3800 Series Routers Hardware Documentation” for information about
customer service. For warranty information, see the “Cisco 90-Day LimitedHardware Warranty

Terms” section on page 10 of “Introduction to Cisco 3800 Series Routers Hardware
Documentation.”

Environmental Reporting Features

If the router is operating at an abnormally high temperature, the following message is displayed on the
console screen:

System detected OVERTEMPERATURE condition. Please resolve cooling problem immediately!

Some causes of abnormally high router temperature are:

• Fan failure

• Air conditioning failure in the room

• Air blockage to cooling vents

Take steps to correct the problem. See alsothe “Site Environment” section on page 4and the “Equipment

Racks” section on page 5of “Preinstallation Requirements andPlanning for Cisco 3800 SeriesRouters.”

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Solving Problems

Troubleshooting Modules, Cables, and Connections

Network problems can be caused by a module; cables or cable connections; or external devices such as
a modem, transceiver,hub, wall jack, WAN interface, or terminal. Check for the following symptoms to
help isolate the problem:

• Network module or interface card is not recognized by the router.

–

Make sure that the module or interface card is firmly seated in its slot.

–

Check the LEDs on the module or interface card. For information on these LEDs, see the Cisco

Network Modules Hardware Installation Guide and the Cisco Interface Cards Installation
Guide.

–

Make sure that you have a version of Cisco IOS software that supports the network module or
interface card. To determine which Cisco IOS releases support your router, network modules,
and interface cards, go to the Software Advisor at http://tools.cisco.com/Support/Fusion/.You
must have an account on Cisco.com.

• Module or card is recognized, but interface ports do not initialize.

–

Make sure that the module or card is firmly seated in its slot.

–

Check external cable connections.

–

Make sure that you have a version of Cisco IOS software that supports network module or
interface card. To determine which Cisco IOS releases support your router, network modules,
and interface cards, go to the Software Advisor at http://tools.cisco.com/Support/Fusion/.You
must have an account on Cisco.com.

• Router does not boot properly, or constantly or intermittently reboots.

–

Make sure that all modules are firmly seated in their slots.

–

Check the router chassis or software. For information about customer service, see the

“Obtaining Technical Assistance” section on page 12 of “Introduction to Cisco 3800 Series
Routers Hardware Documentation.” For warranty information, see the “Cisco 90-Day Limited
Hardware Warranty Terms” section on page 10 of “Introduction to Cisco 3800 Series Routers
Hardware Documentation.”

• Router boots, but the console screen is frozen.

–

Check the external console connection.

–

Verify that the parameters for your terminal are set as follows:

- The data rate matches the one configured for the router (9600 bps is the default)

- 8 data bits

- No parity

- 1 stop bit

• Router powers on and boots only when a particular network module or interface card is removed.

–

Check the network module or interface card. For information about customer service, see the

“Obtaining Technical Assistance” section on page 12 of “Introduction to Cisco 3800 Series
Routers Hardware Documentation.” For warranty information, see the “Cisco 90-Day Limited
Hardware Warranty Terms” section on page 10 of “Introduction to Cisco 3800 Series Routers
Hardware Documentation.”

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LEDs

LEDs

• Router powers on and boots only when a particular cable is disconnected.

–

There may be a problem with the module, interface card, or cable. For information about
customer service, see the “Obtaining Technical Assistance” section on page 12 of “Introduction

to Cisco 3800 Series Routers Hardware Documentation.” For warranty information, see the
“Cisco 90-Day Limited Hardware Warranty Terms” section on page 10 of “Introduction to
Cisco 3800 Series Routers Hardware Documentation.”

LEDs enable you to determine router performance and operation. Figure 1 and Figure 2 show the LEDs
on the Cisco 3825 router. Figure 3 and Figure 4 show the LEDs on the Cisco 3845 router. Each power
supply in a Cisco 3845 router also has its own LED.

For an explanation of these LEDs, see Table 1.

Figure 1 Cisco 3825 Front-Panel LEDs

SYS ACT

R

SYS

PWR

RPS

COMPACT FLASH

AUX

PWR

1

0

AIM0 AIM1 PVDM0 PVDM1 PVDM2 PVDM3

SYS

AUX

ACT

RPS

IP PWR

AIM0

AIM1

PVDM0

PVDM1

PVDM2

PVDM3

117780

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5

LEDs

Figure 2 Cisco 3825 Rear-Panel LEDs

NMD­ESW­36

35x

NM­ESW­16

GE1

10/100/1000
Base-Tx

15x

7x

15x 7x 14x 6x 13x 5x

17x

35x 17x 34x 16x

33x 15x 32x 14x 31x 13x 30x 12x

FastEthernet Ports

12x 4x

11x

3x

10x 2x 9x 1x 8x 0x

8x

0x

29x 11x 28x 10x

Ext
Pwr

-48V
GE

10/100/
1000
Base-Tx

EN

FastEthernet Ports

27x 9x 26x 8x 25x 17 24x 6x

23x 5x

22x 4x

21x 3x 20x 2x 19x 1x 18x 0x

18x

-48V

0x

Figure 3 Cisco 3845 Front-Panel LEDs

CONSOLE

AUX

Ext
Pwr

GE0
10/100/
1000
Base-Tx

EN

GE 1/0

SPD LNK

SPD LNK SFP

GE 0/0 GE 0/0

117782

117781

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Figure 4 Cisco 3845 Router Rear-Panel LEDs

PVDM 3CFPVDM 2 PVDM 1 PVDM 0 AIM 1 AIM 0

CONSOLE

AUX

PVDM 3

CF

PVDM 0PVDM 1PVDM 2

AIM 1

AIM 0

SPD

SPD

LEDs

GigE 0/1

SPD

SPD

GigE 0/1

LNK

LNK

GigE 0/0

SFP

LNK

LNK

SFP

GigE 0/0

117783

Table 1 Cisco 3800 Series LED Indicators

LED 3825 3845 Color and State Meaning

SYS Front Front Off Router not receiving power

Steady green Normal operation (power-up complete)
Blinking green Booting or in ROMmonitor mode (immediately

after power-up)

Amber Powered but malfunctioning

ACT Front Front Off No packet activity

Steady or
blinking green

Packets transmitted or received on any WAN or
LAN port, or router is monitoring internal
activities (power-up completed)

SYS PWR Front — Off Router not receiving power

Steady green Normal operation (immediately after power-up)

RPS Front — Off Connected to primary power system

Steady green Connected to redundant power system

SYS PWR1 — Front Off Router not receiving power, power supply 1 not

present, or power-up not completed
Steady green Present and enabled (power-up completed)
Amber Present and off or malfunctioning

SYS PWR2 — Front Off Router not receiving power, power supply 2 not

present, or power-up not completed
Steady green Present and enabled (power-up completed)
Amber Present and off or malfunctioning

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LEDs

Table 1 Cisco 3800 Series LED Indicators (continued)

LED 3825 3845 Color and State Meaning

AUX PWR Front — Off IP phone power off or not present, or power-up

not completed
Steady green Present and enabled (power-up completed)
Amber Powered but malfunctioning

AUX PWR1 — Front Off IP phone power supply 1 off or not present, or

power-up not completed
Steady green Present and enabled (power-up completed)
Amber Powered but malfunctioning

AUX PWR2 — Front Off IP phone power supply 2 off or not present, or

power-up not completed
Steady green Present and enabled (power-up completed)
Amber Powered but malfunctioning

AIM0 Front Rear Off AIM0 not present

Green Present and enabled
Amber Present but malfunctioning

AIM1 Front Rear Off AIM1 not present

Green Present and enabled
Amber Present but malfunctioning

PVDM0 Front Rear Off PVDM0 not present

Green Present and enabled
Amber Present but malfunctioning

PVDM1 Front Rear Off PVDM1 not present

Green Present and enabled
Amber Present but malfunctioning

PVDM2 Front Rear Off PVDM2 not present

Green Present and enabled
Amber Present but malfunctioning

PVDM3 Front Rear Off PVDM3 not present

Green Present and enabled
Amber Present but malfunctioning

CF Front Rear Off CompactFlash memory card not being accessed

Steady green CompactFlash card being accessed; do not eject
Blinking green CompactFlash card being accessed; do not eject

SFP Rear Rear Off SFP link not established

Green SFP port active, link established

GE0: Link Rear Rear Off No link

Green Ethernet cable present, link established

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Table 1 Cisco 3800 Series LED Indicators (continued)

LED 3825 3845 Color and State Meaning

GE0: Speed Rear Rear Blinking green

Blink frequency indicates port speed
1 blink per second: 10 Mbps
2 blinks per second: 100 Mbps
3 blinks per second: 1000 Mbps

GE1: Link Rear Rear Off No link

Green Ethernet cable present, link established

GE1: Speed Rear Rear Blinking green

Blink frequency indicates port speed
1 blink per second: 10 Mbps
2 blinks per second: 100 Mbps
3 blinks per second: 1000 Mbps

PS1 — Front Off Power supply 1 not present

Steady green Present and enabled
Amber Present and off or malfunctioning

PS2 — Front Off Power supply 2 not present

Steady green Present and enabled
Amber Present and off or malfunctioning

The show environment Command

The show environment Command

The show environment command can help you monitor and troubleshoot router power and ventilation
status.

This is an example of the output of the show environmentcommand for a Cisco 3825 router with an AC
power supply and no Redundant Power System:

Router# show environment

Redundant Power System is not present.
SYS PS1 is present.
Type: AC
AUX (-48V) PS1 is absent.
Fan 1 Normal
Fan 2 Normal
Fan 3 Normal
Fan Speed is Normal
Alert settings:
Intake temperature warning: Enabled, Threshold: 50
Core temperature warning: Enabled, Threshold: 70 (CPU: 95)
Board Temperature: Normal
Internal-ambient temperature = 29, Normal
CPU temperature = 46, Normal
Intake temperature = 31, Normal
Voltage 1(3300) is Normal, Current voltage = 3316 mV
Voltage 2(5150) is Normal, Current voltage = 5210 mV
Voltage 3(2500) is Normal, Current voltage = 2525 mV
Voltage 4(1200) is Normal, Current voltage = 1191 mV

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Error Messages

This is an example of the output of the show environment command for a Cisco 3845 router that has
one AC power supply with IP phone power output installed:

Router# show environment

SYS PS1 is present

Fan status: Normal

Input Voltage status: Normal
DC Output Voltage status: Normal
Type: AC

Thermal status: Normal
SYS PS2 is absent
AUX (-48V) PS1 is present
AUX (-48V) PS2 is absent
Fan 1 Normal
Fan 2 Normal
Fan 3 Normal
Fan Speed is Normal

Alert settings:
Intake temperature warning: Enabled, Threshold: 50
Core temperature warning: Enabled, Threshold: 70 (CPU: 90)
Board Temperature: Normal
Internal-ambient temperature = 31, Normal
CPU temperature = 50, Normal
Intake temperature = 25, Normal
Backplane temperature = 24, Normal
Voltage 1(3300) is Normal, Current voltage = 3284 mV
Voltage 2(5150) is Normal, Current voltage = 5210 mV
Voltage 3(2500) is Normal, Current voltage = 2549 mV
Voltage 4(1200) is Normal, Current voltage = 1215 mV

Error Messages

This section describes error messages that may appear on an external console screen. (For more
information about consoles, see the “Connecting a Console or Modem” section on page 9 of
“Connecting Cables to Cisco 3800 Series Routers.”)

Cisco IOS software checks the system once every 30 seconds. If an error still exists, the error message
is displayed again; if the error has cleared, a recovery message is displayed.

Error Message System detected OVERTEMPERATURE condition. Please resolve cooling
problem immediately!

Explanation The router is operating at a temperature higher than the user-set threshold, possibly

caused by fan failure, air-conditioning failure in the room, or air blockage to cooling vents.

Recommended Action Make sure that the ambient room temperature does not exceed 40 degrees C

and that airflow to the router is not blocked. See the “Site Environment” section on page 4 and the

“Equipment Racks” section on page 5 of “Preinstallation Requirements and Planning for
Cisco 3800 Series Routers.”

If this condition persists, the power-supply thermal monitor automatically shuts down the router.
Call your Cisco technical support representative for help, if necessary.

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Error Message Fan 1|2|3 had a rotation error reported.

Error Messages

Explanation
Recommended Action If this error is detected, the router system software automatically increases the

The specified fan is not rotating at the desired speed.

fan speed to high. If the rotation error disappears, fan speed is kept at high. If this error appears
repeatedly, there is something wrong with the fan. The error will reappear until action is taken.

Error Message Voltage 1|2|3|4 (3300 mv|5150 mv|2500 mv|1200 mv) has exceeded
recommended operating limits.

Explanation One of the internal voltage outputs is outside its operating limits.
Recommended Action System failure. See the “Obtaining Technical Assistance” section on page 12

of “Introduction to Cisco 3800 Series Routers Hardware Documentation” for information about
customer service.

Cisco 3845 Router Error Messages

The Cisco 3845 router supports two internal powersupplies and returns the followingerror messages for
them.

Error Message System detected SYS PS 1|2 input voltage fail condition.

Explanation
Recommended Action Check the input power source and power cable.

Error Message System detected SYS PS 1|2 output voltage fail condition.

Explanation
RecommendedAction Replace the power supply. See “Installing and Upgrading Internal Components

Power to the indicated power supply has failed.

The indicated power supply has failed.

in Cisco 3800 Series Routers.”

Error Message System detected AUX (-48V) PS 1|2 fail condition.

Explanation
RecommendedAction Replace the power supply. See “Installing and Upgrading Internal Components

The indicated AC power supply with IP phone power output has failed.

in Cisco 3800 Series Routers.”

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Jumper Settings

ErrorMessage System detected thermal warning on SYS PS 1|2. System is close to auto

shutdown limit.

Explanation The power supply is operating at an abnormally high temperature.
Recommended Action Make sure that the ambient room temperature does not exceed 40 degrees C

and that air flow to the router is not blocked. See the “Site Environment” section on page 4 and the

“Equipment Racks” section on page 5 of “Preinstallation Requirements and Planning for
Cisco 3800 Series Routers.”

The power supply fan may have failed or be about to fail. Replace the power supply. See “Installing

and Upgrading Internal Components in Cisco 3800 Series Routers.”

If this condition persists, the power-supply thermal monitor automatically shuts down the router.
Call your Cisco technical support representative for help, if necessary.

Error Message System detected SYS PS 1|2 fan fail condition.

Explanation
RecommendedAction Replace the power supply. See “Installing and Upgrading Internal Components

in Cisco 3800 Series Routers.”

Error Message There is more than one failure with power system 1|2 or this power
system has been turned off.

Explanation Multiple failures have occurred in the indicated power supply. This message can also

appear if you have installed two power supplies in a Cisco 3845 router, but only one is powered on.

Recommended Action If the power supply is turned off, turn it on. If it has failed, replace it. See

“Installing and Upgrading Internal Components in Cisco 3800 Series Routers.”

Jumper Settings

If a ROM monitor failure occurs, you may need to change a jumper setting on the motherboard so the
router can boot for troubleshooting. Procedures for accessing the motherboard are described and jumper
locations are shown in “Installing and Upgrading Internal Components in Cisco 3800 Series Routers.”
You may need to set one of the following jumpers:

• DUART DFLT—Sets the console connection data rate to 9600 regardless of user configuration

Change this setting if the console displays garbage characters. The jumper forces the data rate to a
known good value.

• BOOT DFLT—Boots from the read-only boot image in case an upgrade is corrupted

Change this setting if the router consistently hangs or crashes after a ROM monitor upgrade.

• WDOG DIS—Disables the watchdog timer

If you change either of the first two settings as shown, the router stays in the new configuration during
subsequent power cycles and the jumper can be removed.

The fan on the indicated power supply has failed.

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Note The jumpers are not needed to troubleshoot Cisco IOS problems. If the Cisco IOS software becomes

corrupted, remove the CompactFlash memory card to force the router to boot in ROM monitor mode.

Change these settings only after consulting with your service representative or Cisco technical support.

Recovering a Lost Password

You can recover a lost enable password, but an enable secret password is encrypted and is not
recoverable. If you lose an enable secret password configured on your router, you can replace it with a
new enable secret password.

For password recovery and replacement procedures, see

http://www.cisco.com/warp/public/474/index.shtml.

More Troubleshooting Help

Recovering a Lost Password

For information about obtaining technical support, see the “Obtaining Technical Assistance” section on

page 12 of “Introduction to Cisco 3800 Series Routers Hardware Documentation.”

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More Troubleshooting Help

Troubleshooting Cisco 3800 Series Routers

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