Page 3 - iii; C O N T E N T S; Preface; Basic Troubleshooting Tasks and Startup Issues; PEM Faults and Fan Assembly Failures; Troubleshooting PRE-1 Modules
iii Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 C O N T E N T S Preface vii Purpose vii Audience vii Document Organization viii Related Documentation viii Obtaining Documentation ix Cisco.com ix Ordering Documentation ix Documentation Feedback ix Obtaining Technical As...
Page 4 - iv; Troubleshooting Line Cards
Contents iv Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 PRE Module Not Supported 3-2 PRE-1 Module Status Screen 3-2 Booting Up with Redundant PRE-1 Modules 3-3 PRE-1 Module Faults 3-4 Ethernet Connection Problems 3-6 Console Port Serial Connection Problems 3-7 Troubles...
Page 5 - Replacing or Recovering Passwords; Unsupported Commands; Recommended Tools and Test Equipment
Contents v Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 C H A P T E R 5 Replacing or Recovering Passwords 7-1 Password Recovery Procedure Overview 7-1 Password Recovery Procedure 7-1 A P P E N D I X A Unsupported Commands A-1 Unsupported Frame Relay Commands A-1 HCCP Co...
Page 7 - vii; Purpose
vii Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Preface This guide documents processes and procedures for user level hardware troubleshooting on the Cisco uBR10012 universal broadband router. For complete configuration instructions, please refer to the Cisco uBR10012 U...
Page 8 - viii; Document Organization; Related Documentation; Chapter
viii Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Preface Document Organization Document Organization The sections of this guide are as follows: Related Documentation When troubleshooting the Cisco uBR10012 router, you should use the Cisco uBR10012 Universal Broadband R...
Page 9 - ix; Obtaining Documentation; Ordering Documentation; Documentation Feedback
ix Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Preface Obtaining Documentation For more information about the IOS software that runs on the Cisco uBR10012 router, see the Cisco IOS command reference books and configuration guides: • Cisco Broadband Cable Command Refere...
Page 10 - Obtaining Technical Assistance; Cisco TAC Website
x Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Preface Obtaining Technical Assistance You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address: Cisco SystemsAttn: Customer Document Ord...
Page 11 - xi; TAC Case Priority Definitions; Obtaining Additional Publications and Information
xi Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Preface Obtaining Additional Publications and Information TAC Case Priority Definitions To ensure that all cases are reported in a standard format, Cisco has established case priority definitions. Priority 1 (P1)—Your netw...
Page 12 - xii
xii Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Preface Obtaining Additional Publications and Information • Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL: http://www.cisco.com/en/US/learning/index.ht...
Page 13 - Basic Troubleshooting Checklist
C H A P T E R 1-1 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 1 Basic Troubleshooting Tasks and Startup Issues This section describes the basic procedures that users should perform before undertaking a detailed troubleshooting analysis of the Cisco uBR10012 router or l...
Page 14 - Confirming the Hardware Installation; show hardware
1-2 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 1 Basic Troubleshooting Tasks and Startup Issues Confirming the Hardware Installation Confirming the Hardware Installation Start troubleshooting the installation by issuing the show hardware command. The show hard...
Page 15 - Displaying the Cisco IOS Software Version; show version
1-3 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 1 Basic Troubleshooting Tasks and Startup Issues Displaying the Cisco IOS Software Version 2 Gigabit Ethernet/IEEE 802.3 interface(s) 4 Cable Modem network interface(s) 509K bytes of non-volatile configuration mem...
Page 16 - Displaying System Environment Information; show environment; Hardware Troubleshooting Flowchart
1-4 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 1 Basic Troubleshooting Tasks and Startup Issues Displaying System Environment Information Displaying System Environment Information Use the show environment command to display the basic system environment status,...
Page 17 - Cisco uBR10012 System Startup Sequence
1-5 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 1 Basic Troubleshooting Tasks and Startup Issues Cisco uBR10012 System Startup Sequence Figure 1-1 Hardware Troubleshooting Flowchart Cisco uBR10012 System Startup Sequence Table 1-1 describes the visible sequence...
Page 18 - Startup Event
1-6 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 1 Basic Troubleshooting Tasks and Startup Issues Cisco uBR10012 System Startup Sequence Table 1-1 Cisco\ uBR10000 Series System Startup Sequence Startup Event Event Description PEM is powered off The Fault LED on ...
Page 19 - AC PEM Faults
C H A P T E R 2-1 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 2 PEM Faults and Fan Assembly Failures The following sections provide methods for troubleshooting faults involving the Cisco uBR10012 DC Power Entry Modules (PEMs), the optional 2400W AC-input power shelf, a...
Page 20 - LED; Fault Symptom
2-2 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 2 PEM Faults and Fan Assembly Failures AC PEM Faults Figure 2-1 AC PEM Front Panel Table 2-2 lists the AC PEM fault symptoms and corrective actions. Table 2-1 AC PEM LEDs LED Color Description Power Green The PEM ...
Page 21 - DC PEM Faults
2-3 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 2 PEM Faults and Fan Assembly Failures DC PEM Faults Tip Securely tighten the captive screws on your PEMs to prevent heightened levels of electromagnetic interference. DC PEM Faults On the Cisco uBR10012 router, t...
Page 24 - Other Electrical Problems
2-6 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 2 PEM Faults and Fan Assembly Failures Other Electrical Problems The power shelf includes three 1200-watt (W) AC-input power modules that plug into a common power backplane in the 2400W AC-input power shelf. Two 1...
Page 25 - Fan Assembly Module Faults
2-7 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 2 PEM Faults and Fan Assembly Failures Fan Assembly Module Faults Check the site for: • Improperly grounded equipment, particularly equipment racks and power grounds • Fluctuating voltage, which can result from ex...
Page 27 - Symptom
2-9 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 2 PEM Faults and Fan Assembly Failures Fan Assembly Module Faults Table 2-6 Fan Assembly Module Fault Indications and Recommended Action Symptom Steps to Take Fans OK LED is not lit 1. Make sure the fan assembly m...
Page 29 - Information Required for Troubleshooting PRE-1 Modules; stack
C H A P T E R 3-1 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 3 Troubleshooting PRE-1 Modules This chapter describes how to troubleshoot Performance Routing Engine (PRE-1) modules. It provides information on troubleshooting PRE-1 fault states, the management Ethernet p...
Page 30 - PRE Module Not Supported; PRE-1 Module Status Screen; Message Description
3-2 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules PRE Module Not Supported PRE Module Not Supported The Cisco uBR10012 router supports only the PRE-1 module in Cisco IOS Release 12.2(8)BC1, and later releases. If you attempt to boo...
Page 31 - Booting Up with Redundant PRE-1 Modules
3-3 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Booting Up with Redundant PRE-1 Modules Booting Up with Redundant PRE-1 Modules When two PRE-1 modules are installed in the Cisco uBR10012 router, the active PRE-1 module is whichev...
Page 33 - Ethernet port LEDs; Flashing; Fault
3-5 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules PRE-1 Module Faults Figure 3-1 PRE-1 Faceplate and LEDs Table 3-2 lists the PRE-1 fault indications and recommended actions. The information contained in the table is based on the a...
Page 34 - Ethernet Connection Problems; show interface; show log
3-6 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Ethernet Connection Problems Ethernet Connection Problems If the management Fast Ethernet interface (F0/0/0) on the PRE-1 fails to work properly, and the corresponding Link LED is n...
Page 35 - Console Port Serial Connection Problems
3-7 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Console Port Serial Connection Problems Step 2 Check that the Ethernet port in question is assigned a valid IP address. For more information about configuring Ethernet ports, refer ...
Page 36 - Troubleshooting Common System Problems; Troubleshooting System Crashes
3-8 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems Step 8 The console can be frozen if the PRE-1 process is generating a large volume of debug messages. If this is the case, hit the return key ...
Page 37 - High CPU Utilization Problems; ARP Traffic
3-9 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems For additional information on troubleshooting system crashes, see the following URLs: • Troubleshooting Router Crashes , at the following URL:...
Page 38 - no cable arp; permit ip any any
3-10 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems In addition, the Cisco CMTS router automatically monitors ARP traffic and enters the IP addresses found in ARP requests into its own ARP tabl...
Page 39 - CPUHOG Errors; Debug and System Messages; Exec and Virtual Exec Processes
3-11 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems CPUHOG Errors The router displays a %SYS-3-CPUHOG error message when a process is using an excessive amount of processor cycles. For example,...
Page 40 - Interrupts are Consuming a Large Amount of Resources; Invalid Scheduler Allocate Configuration; scheduler allocate; default scheduler; IP Input Processing
3-12 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems For information on resolving problems with high CPU usage caused by the Exec and Virtual EXEC processes, see the document High CPU Utilizatio...
Page 41 - Problems with Access Lists; SNMP Traffic; Bus Errors
3-13 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems For more information, see the document Troubleshooting High CPU Utilization Due to Processes , at the following URL: http://www.cisco.com/en/...
Page 42 - show
3-14 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems Cisco Internetwork Operating System Software IOS (tm) 10000 Software (UBR10K-P6-M), Experimental Version 12.2(20031215:22350] Copyright (c) 1...
Page 43 - show stacks; show context; Memory Problems; Alignment Errors; Correctable Alignment Errors
3-15 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems Tip The most effective way of using the Output Interpreter tool is to capture the output of the show stacks and show tech-support commands an...
Page 44 - Fatal Alignment Errors; Low Memory Errors; Memory Parity Errors
3-16 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems Fatal Alignment Errors If the alignment error was a fatal error, it displays a message similar to the following: %ALIGN-1-FATAL: Corrupted pr...
Page 45 - Particle Pool Fallbacks
3-17 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems System returned to ROM by processor memory parity error at PC 0x60301298, address 0x0 at 17:19:47 PDT Mon Dec 15 2003 System restarted at 17:...
Page 46 - show buffers; Spurious Interrupts
3-18 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems The system also allocates public pools in a number of different sizes for more general use. If a packet requires special handling, or if a pa...
Page 47 - Spurious Memory Accesses
3-19 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 3 Troubleshooting PRE-1 Modules Troubleshooting Common System Problems Spurious Memory Accesses A spurious memory access occurs when a Cisco IOS software process attempts to access memory in the lowest 16 KB regi...
Page 50 - General Information for Troubleshooting Line Card Crashes; Command
4-2 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 4 Troubleshooting Line Cards General Information for Troubleshooting Line Card Crashes General Information for Troubleshooting Line Card Crashes Line card crashes occur when the hardware or software encounter unex...
Page 51 - SIG Value
4-3 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 4 Troubleshooting Line Cards General Information for Troubleshooting Line Card Crashes Slot 5/1: 0 crashes Slot 6/0: 0 crashes Slot 6/1: 0 crashes Slot 7/0: 0 crashes Slot 7/1: 0 crashes Slot 8/0: 0 crashes Slot 8...
Page 52 - Cache Parity Errors
4-4 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 4 Troubleshooting Line Cards General Information for Troubleshooting Line Card Crashes Step 8 The vast majority of line card crashes are either Cache Parity Exception (SIG type=20), Bus Error Exception (SIG type=1...
Page 54 - Software-Forced Crashes; show processes cpu
4-6 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 4 Troubleshooting Line Cards General Information for Troubleshooting Line Card Crashes Step 2 If the results from the Output Interpreter indicate a hardware-related problem, try removing and reinserting the hardwa...
Page 56 - cable power; show diag
4-8 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 4 Troubleshooting Line Cards Troubleshooting the Timing, Communication, and Control Plus Card Troubleshooting the Timing, Communication, and Control Plus Card At least one working Timing, Communication, and Contro...
Page 58 - Fault Type; reset
4-10 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 4 Troubleshooting Line Cards Troubleshooting the Timing, Communication, and Control Plus Card Table 4-4 TCC+ Card Faults and Recommended Responses Fault Type Response The show cable clock command shows that no TC...
Page 59 - show controllers clock-reference; cable; show controllers
4-11 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 4 Troubleshooting Line Cards Troubleshooting the Timing, Communication, and Control Plus Card The show controllers clock-reference command displays compare errors between the two TCC+ cards installed in the Cisco...
Page 64 - Troubleshooting the Cisco uBR10012 OC-48 DPT/POS Line Card
4-16 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 4 Troubleshooting Line Cards Troubleshooting the Cisco uBR10012 OC-48 DPT/POS Line Card Troubleshooting the Cisco uBR10012 OC-48 DPT/POS Line Card The Cisco OC-48 DPT ⁄ POS interface module has a pair of OC-48c, ...
Page 66 - Troubleshooting the Gigabit Ethernet Line Card
4-18 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Chapter 4 Troubleshooting Line Cards Troubleshooting the Gigabit Ethernet Line Card Troubleshooting the Gigabit Ethernet Line Card Figure 4-5 describes the LEDs on the Cisco uBR10-1GE Gigabit Ethernet line card faceplate...
Page 69 - Password Recovery Procedure Overview; Password Recovery Procedure
C H A P T E R 5-1 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 5 Replacing or Recovering Passwords This section describes how to recover a lost enable or console login password, and how to replace a lost enable secret password on the Cisco uBR10012 router. Note It is po...
Page 73 - Unsupported Frame Relay Commands; frf9 stac
A-1 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 A P P E N D I X A Unsupported Commands The following are lists of the commands that are present but not supported for the Cisco uBR10012 router in various releases of the Cisco IOS software. • Unsupported Frame Relay Comm...
Page 74 - HCCP Commands
A-2 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Appendix A Unsupported Commands HCCP Commands • frame-relay map ip ip-address dlci [broadcast] [cisco | ietf] [nocompress] tcp header-compression {active | passive} • frame-relay mincir {in | out} bps • frame-relay traffi...
Page 75 - Unsupported MPLS VPN Commands; Unsupported Telco-Return Commands
A-3 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Appendix A Unsupported Commands Unsupported MPLS VPN Commands Unsupported MPLS VPN Commands The following commands are not supported in any Cisco IOS software release. • ip vrf • ip vrf forwarding • mpls ip • mpls label-p...
Page 77 - Testing with Digital Multimeters and Cable Testers; Equipment Description
B-1 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 A P P E N D I X B Recommended Tools and Test Equipment Table B-1 lists the basic tools and test equipment necessary to perform general maintenance and troubleshooting tasks on the Cisco uBR10012 router. The following sect...
Page 78 - Testing with TDRs and OTDRs; Testing with TDRs
B-2 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Appendix B Recommended Tools and Test Equipment Testing with TDRs and OTDRs Test fiber-optic cable both before installation (on-the-reel testing) and after installation. Continuity testing of the fiber requires either a v...
Page 79 - Testing with Network Monitors
B-3 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Appendix B Recommended Tools and Test Equipment Testing with Breakout Boxes, Fox Boxes, and BERTs/BLERTs Testing with Breakout Boxes, Fox Boxes, and BERTs/BLERTs Use breakout boxes, fox boxes, and bit/block error rate tes...
Page 80 - Testing with Network Analyzers
B-4 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 Appendix B Recommended Tools and Test Equipment Testing with Network Analyzers Testing with Network Analyzers Use network analyzers (also called protocol analyzers) to decode protocol layers in a recorded frame and presen...
Page 81 - I N D E X
IN-1 Cisco uBR10012 Universal Broadband Router Troubleshooting Guide OL-1237-01 I N D E X A access-list compiled command 3-13 access lists 3-13 AC PEM faults 2-1 to 2-3 ACTIVE LED OC-12 DPT/SRP 4-14 TCC+ 4-9 alignment errors 3-15 correctable 3-15 fatal 3-16 alphanumeric display list of messages 3-2 ...