Cisco CSACS-1121 series, SNS-3415 series, SNS-3495 series, SNS-3515 series, SNS-3595 series Troubleshooting Manual
Troubleshooting
The CSACS-1121, Cisco SNS-3415, Cisco SNS-3495, Cisco SNS-3515, and Cisco SNS-3595 series appliances
undergoes extensive testing before it leaves the factory. If you encounter problems, use the information in this appendix
to help isolate problems or to eliminate the appliance as the source of the problem.
Although an overtemperature or overvoltage condition is unlikely at initial startup, a discussion of environmental
temperature and voltage monitoring functions is provided in Regulatory Compliance, page 7 section.
Note: The procedures in this chapter assume that you are troubleshooting the initial CSACS-1121 series, Cisco
SNS-3415, Cisco SNS-3495, Cisco SNS-3515, or Cisco SNS-3595 series appliances startup, and that the appliance is
in the original factory configuration. If you have removed or replaced components, or changed any default settings, the
recommendations in this chapter might not apply.
This appendix does not cover every possible issue that might occur on an appliance but instead focuses on those events
that are frequently seen by the customer.
This appendix contains:
Troubleshooting Overview, page 1
Problem Solving, page 2
Reading the LEDs, page 5
Product Serial Number Location, page 7
Troubleshooting Overview
At the initial system boot, you should verify the following:
The external power cable is connected, and the proper power source is being applied. For more information, see
Power Considerations, page 8, Power Specifications, page 5, Powering Up the CSACS-1121 Series Appliance,
page 17, Connecting and Powering On the Cisco SNS-3415/3495 Appliance, page 9, Connecting and Powering On
the Cisco SNS-3515 or 3595 Appliance, page 8, and Troubleshooting the Power and Cooling Systems in the
CSACS-1121 Series Appliance, page 3.
The appliance fan and blower are operating. See Airflow Guidelines, page 7, Environmental Specifications, page 5,
and Troubleshooting the Power and Cooling Systems in the CSACS-1121 Series Appliance, page 3.
The appliance software boots successfully.
The adapter cards (if installed) are properly installed in their slots, and each initializes (is enabled by the appliance
software) without problems.
When each of these conditions is met, the hardware installation is complete, and you should proceed to perform a basic
configuration. For proper configuration features, see Chapter 5, “Installing and Configuring the Cisco Secure Access
Control System with CSACS-1121,” Chapter 9, “Installing and Configuring the Secure Access Control System with the
Cisco SNS-3415 and Cisco SNS-3495,” Chapter 13, “Installing and Configuring the Secure Access Control System with
the Cisco SNS-3515 and Cisco SNS-3595,” or the User Guide for Cisco Secure Access Control System 5.8.1.
Cisco Systems, Inc. www.cisco.com
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Troubleshooting
Problem Solving
If you cannot locate the source of the problem, contact a customer service representative for information on how to
proceed. For technical support information, see the Cisco Information Packet publication that is shipped with your
appliance. Before you call, ensure that you have the following information ready:
Appliance chassis type and serial number. For more information, see Cisco Product Identification Tool, page 3.
Maintenance agreement or warranty information (see the Cisco Information Packet).
Type of software and version number (if applicable).
Date you received the new appliance.
Brief description of the problem you are facing and the steps you have taken to isolate and resolve the problem.
Note: Be sure to provide the customer service representative with any upgrade or maintenance information that was
performed on the CSACS-1121, Cisco SNS-3415, Cisco SNS-3495, Cisco SNS-3515, and Cisco SNS 3595 appliances
after your initial installation. For site log information, see Creating a Site Log, page 12 and Site Log, page 1
Problem Solving
The key to problem solving is to isolate the problem to a specific location by comparing what the CSACS-1121, Cisco
SNS-3415, Cisco SNS-3495, Cisco SNS-3515, or Cisco SNS-3595 appliance is doing with what it should be doing.
In other words, when troubleshooting, define the specific symptoms, identify all potential problems that could be causing
the symptoms, and then systematically eliminate each potential problem (from most likely to least likely) until the
symptoms disappear.
The following steps provide guidelines you can use during the troubleshooting process.
1. Analyze the problem and create a clear problem statement. Define symptoms and potential causes.
2. Gather the facts that you need to help isolate possible causes.
3. Consider possible causes based on the facts that you gathered.
4. Create an action plan based on those causes. Begin with the most likely problem and devise a plan in which you
manipulate only one variable.
5. Implement the action plan. Perform each step carefully while testing to see whether the symptom disappears.
6. Analyze the results to determine whether the problem has been resolved. If the problem is resolved, consider the
process complete.
If the problem has not been resolved, create an action plan based on the next most probable cause on your list.
Return to 4.Create an action plan based on those causes. Begin with the most likely problem and devise a plan in
which you manipulate only one variable., page 2 and repeat the process until the problem is solved.
Be sure to undo anything that you changed while implementing your action plan. Remember to change only one
variable at a time.
Note: The LEDs on the front and back panel of the appliance enable you to determine the performance and operation of
the appliance. For a description of these LEDs, see Reading the LEDs, page 5.
When troubleshooting, check the following appliance subsystems first:
Power and cooling systems (external power source, power cable, and appliance fans). Also, check for inadequate
ventilation, air circulation, or environmental conditions.
Adapter card—Checking the LEDs on the adapter card can help you to identify a failure.
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Problem Solving
Cables—Verify that the external cables connecting the appliance to the network are all secure.
Troubleshooting the Power and Cooling Systems in the CSACS-1121 Series
Appliance
Both the power LED and the fans can help you troubleshoot a power problem. Check the following items to help isolate
the problem:
When the CSACS-1121 Series appliance is connected to the power source, is the appliance power LED on the front
panel on? If not, check the AC power cord connection; if the power LED is still off, the problem might be due to a
power supply failure.
Does the appliance shut down after being on for only a short time?
— Check for an environmentally induced shutdown. For more information, see Environmental Reporting Features,
page 3 section.
— Check the fans. If the fans are not working, the appliance will overheat and shut itself down.
If the fans are not working, you might need to check the power supply connection to the fans.
Checking this connection will require you to shut down the appliance, remove any external cables, and open up the
appliance.
— Ensure that the appliance intake and exhaust vents are clear.
— Check the environmental site requirements in Temperature and Humidity Guidelines, page 8.
Does the appliance partially boot, but the LEDs do not light? Check for a power supply failure by inspecting the power
LED on the front panel of the appliance:
— If the LED is on, the power supply is functional.
— If the LED is off, see the Cisco Information Packet for warranty information, or contact your customer
service representative.
Environmental Reporting Features
The CSACS-1121 Series appliance has protection circuits that monitor and detect overcurrent, overvoltage, and
overtemperature conditions inside the appliance.
If the power supply shuts down or latches off, an AC cycle switches off for 15 seconds and switches on for 1 second to
reset the power supply. For more information, see Regulatory Compliance, page 7.
The following conditions can cause an abnormally high appliance temperature:
Fan failure
Air conditioner failure in the room
Airflow blocked to cooling vents
Take steps to correct the problem. For information about environmental operating conditions, see Temperature and
Humidity Guidelines, page 8.
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Troubleshooting
Maintaining the Cisco SNS-3415/3495 Appliance
Troubleshooting Adapter Cards, Cables, and Connections in the CSACS-1121
Series Appliance
Network problems can be caused by an adapter card, cables or cable connections, or external devices such as a hub,
wall jack, WAN interface, or terminal. Check for the following symptoms to help isolate a problem:
Adapter card is not recognized by the CSACS-1121 Series appliance:
— Ensure that the adapter card is firmly seated in its slot.
— Check the LEDs on the adapter card. Each adapter card has its own set of LEDs.
— Verify that your software release supports the adapter card. See the documentation that was included with your
adapter card.
Adapter card is recognized, but interface ports do not initialize:
— Ensure that the adapter card is firmly seated in its slot.
— Check external cable connections.
— Verify that your software release supports the adapter card. See the documentation that was included with your
adapter card.
The CSACS-1121 Series appliance does not boot properly, or it constantly or intermittently reboots:
— Ensure that the adapter card is firmly seated in its slot.
— Check the appliance chassis or the application software. For warranty information, see the Cisco Information
Packet publication that is shipped with your appliance or contact your customer service representative.
If you are using the console port with a terminal, and the CSACS-1121 Series appliance boots but the console screen
is frozen:
— Check the external console connection.
— Verify that the parameters for your terminal are set as follows:
a. The terminal should have the same data rate that the appliance has (9600 bps is the default).
b. 8 data bits.
c. No parity generated or checked.
d. 1 stop bit.
The CSACS-1121 Series appliance powers on and boots only when an adapter card is removed. Check the adapter
card. For warranty information, see the Cisco Information Packet publication that is shipped with your appliance or
contact your customer service representative.
The CSACS-1121 Series appliance powers on and boots only when a particular cable is disconnected. There might
be a problem with the cable. For warranty information, see the Cisco Information Packet publication that is shipped
with your appliance or contact your customer service representative.
Maintaining the Cisco SNS-3415/3495 Appliance
The Cisco SNS-3415 or Cisco SNS-3495 appliance is based on the Cisco UCS C220 Server. Please refer to the Cisco
UCS C220 Server Installation and Service Guide for information on how to maintain your Cisco SNS-3415 or Cisco
SNS-3495 appliance, and to install and replace the server components, if necessary.
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Troubleshooting
Reading the LEDs
Reading the LEDs
There are several LEDs on the CSACS-1121, Cisco SNS-3415, and Cisco SNS-3495 appliances. LEDs serve the
following purposes:
Indicate that basic power is available to the appliance.
Indicate the hard disk, CD drive, and network activity statuses.
This section contains:
LEDs of CSACS-1121 Series Appliance, page 6
LEDs of the Cisco SNS-3415/3495 Appliance, page 7
Maintaining Cisco the SNS-3515/3595 Appliance
Caution: To help prevent problems, before performing any procedures in this chapter, review Safety Warnings,
page 7 and the Safety Guidelines, page 1 sections.
To maintain the Cisco SNS-3515 or Cisco SNS-3595 appliance, see Maintaining the Server Chapter in the Cisco UCS
C220 M4 Server Installation and Service Guide.
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LEDs of CSACS-1121 Series Appliance
LEDs of CSACS-1121 Series Appliance
Front-Panel LEDs
Figure 1 Front-Panel LEDs
1 Appliance power LED 6 System-error LED
2 Power-control button 7 USB 1 connector
3 Reset button 8 USB 2 connector
4 Hard disk drive activity LED 9 CD-eject button
5 Locator LED 10 CD drive activity LED
Table 1 Front-Panel LED Descriptions
LED Color State Description
Appliance power Green On Power on.
Green Blinking Sleep (standby).
Off Off Power off.
Hard disk drive activity Green Random
blinking
Off Off No hard disk drive activity.
Reset button — — Press the button to do a soft reset.
Locator LED Blue Blinking System is booting up.
Off Off System bootup is completed.
System-error Amber On A system error has occurred.
CD drive activity Green On The CD drive is in use.
Hard disk drive activity.
Back-Panel LEDs
Figure 2 CSACS-1121 Back-Panel LEDs
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1 Ethernet activity LED 2 Ethernet link LED
Table 2 R e a r - P a n e l LEDs
LED Color State Description
Ethernet activity LED Green On Activity exists between the server
Ethernet link LED Green Random blinking Ethernet controller is connected to
and the network.
Green Blinking Activity exists between the server
and the network.
Off Off No activity exists.
the network.
Off Off Ethernet controller is not connected
to the network.
LEDs of the Cisco SNS-3415/3495 Appliance
See Cisco SNS-3415/3495 Appliance Front-Panel View, page 5, to view the available front-panel LEDs in the Cisco
SNS-3415 or Cisco SNS-3495 appliance.
See Cisco SNS-3415/3495 Appliance Back-Panel View, page 6, to view the available back-panel LEDs in the Cisco
SNS-3415 or Cisco SNS-3495 appliance.
See Internal Diagnostic LEDs, page 7, to view the available internal diagnostic LEDs in the Cisco SNS-3415 or Cisco
SNS-3495 appliance.
Product Serial Number Location
On the CSACS-1121 Series appliance, the serial number label is located on the front panel of the appliance, at the
lower-left. Figure 3 on page 7 shows the location of the serial number label.
This section contains details on Cisco Product Identification Tool, page 8.
Figure 3 Serial Number Location for the CSACS-1121 Series Appliance
Note: The serial number for the CSACS-1121 Series appliance is 11 characters long.
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Troubleshooting
Product Serial Number Location
On the SNS-3415 or SNS-3495 appliance, the serial number for the server is printed on a label on the top of the server,
near the front.
Cisco Product Identification Tool
The Cisco Product Identification (CPI) tool helps you retrieve the serial number of your Cisco products.
Before you submit a request for service online or by phone, use the CPI tool to locate your product serial number. You
can access this tool from the Cisco Support website.
To access the CPI tool:
1. Click the Tools & Resources link.
2. Click the Show All Tools tab.
3. Choose Cisco Product Identification Tool from the alphabetical list.
This tool offers three search options:
Search by product ID or model name.
Browse for Cisco model.
Copy and paste the output of the show command to identify the product.
Search results show an illustration of your product with the location of the serial number label highlighted. Locate
the serial number label on your product and record the information before you place a service call.
You can access the CPI tool from Cisco.com at:
http://tools.cisco.com/Support/CPI/index.do
Access to the CPI tool on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid
service contract but do not have a user ID or password, you can register at:
http://tools.cisco.com/RPF/register/register.do
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