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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Troubleshooting

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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