Cisco 4507re Manual

							  
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Chapter 5      Troubleshooting
Troubleshooting Supervisor Engines
In order to determine whether the standby supervisor engine is faulty, enter the redundancy reload peer 
command from the active supervisor engine and through the console to the standby supervisor engine. 
Observe the bootup sequence in order to identify any hardware failures. Currently, the active supervisor 
engine cannot access the power-on diagnostics results of the standby supervisor engine.
Make sure that these configurations are synchronized between the active and redundant supervisor 
engines:
•Startup configuration
•Boot variable
•Configuration register
•Calendar
•VLAN database
If a software upgrade is performed on both the active and standby supervisor engines, verify that both 
supervisor engines are running the same new software image. If the software images are not the same, 
upgrade the software image. Use the procedure in the software configuration guide for your release.
If the standby supervisor engine still does not come on line, create a service request with Cisco Technical 
Support. Use the log of the switch output that you collected from the previous troubleshooting steps.
Switch Self-reset
If the switch has reset or rebooted on its own, verify that the power source for the switch did not fail. If 
you use an uninterruptable power supply (UPS), make sure that the UPS does not have any problems.
The switch might have had a software crash. Enter the more crashinfo:data command to display the 
crash information including date and time of the last time that the switch crashed. To display the standby 
supervisor engine crash data, enter the more slavecrashinfo:data command. The crash data are not 
present if the switch has never crashed. 
Switch# more crashinfo:data
Current time: 04/21/2000 19:58:10
Last crash: 04/21/2000 03:58:56
!--- Output suppressed.
If the output indicates a software crash at the time that you suspect that the switch rebooted, the problem 
can be something other than a hardware failure. Contact Cisco Technical Support with the output of these 
commands:
•show tech-support
•show logging
•more crashinfo:data
If you are still unable to determine the problem, contact Cisco Technical Support.
Supervisor Ports Do Not Function 
If you have dual supervisor engines in a Catalyst 4507R-E or a Catalyst 4510R-E chassis andsome uplink 
ports on the supervisor do not function, the system is functioning as designed, which is to have two 
uplinks operational at all times. The dual uplinks must also work when only one supervisor engine is 
present. This means that if only one supervisor engine is present and is in slot n, both ports n/1 and n/2 
are functional. Also, if only one supervisor engine is present and is in slot n+1 , ports n+1/1 and N+1/2  
						

							  
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Chapter 5      Troubleshooting
Troubleshooting Supervisor Engines
are functional. When dual supervisor engines are present, only ports n/1 and n+1/1 are functional and 
n/2 andn+1/2 are not functional. For more information, refer to the redundancy chapter in the software 
configuration guide.
Packet Loss
If your system exhibits partial or full loss of network connectivity or packet loss, perform basic 
troubleshooting procedures to eliminate the common causes. The common causes include:
•Bad cabling
•A bad port
•Speed and duplex mismatch
•Network interface card (NIC) issues
If you troubleshoot these common reasons and you are not able to narrow down the problem, follow the 
steps in this section and capture the output of commands at each step, then contact Cisco Technical 
Support for additional troubleshooting assistance.
St e p 1Enter the show platform software interface all command when you observe packet loss.
St e p 2Enter the show platform software interface all | include DroppedBadPackets command multiple 
times and look for increments in the DroppedBadPackets counter, as seen in this example:
cat4k#show platform software interface all | include DroppedBadPackets
DroppedBadPackets : 8004
cat4k#
cat4k#show platform software interface all | include DroppedBadPackets
DroppedBadPackets : 8130
cat4k#
These counters are only visible if they have a nonzero value, so if you enter the command and do not see 
any output, your switch does not exhibit the problem. Here is an example:
cat4k#show platform software interface all | include DroppedBadPackets
cat4k#
If you see increments in the TxCrcErrors or DroppedBadPackets counters, continue to Step 2.
St e p 3Enter the show platform cpu packet statistics command multiple times and look for increments in the 
VlanZeroBadCrc counter. Here is an example:
cat4k#show platform cpu packet statistics | include VlanZeroBadCrc
VlanZeroBadCrc       94471                 9                 9                   8                 
7
cat4k#
 
cat4k#show platform cpu packet statistics | include VlanZeroBadCrc
VlanZeroBadCrc       94545                 9                 9                   8                 
7
cat4k#
St e p 4If both Step 2 and Step 3 show symptoms of packet loss, enter the reload command to soft reset the 
switch, and observe the power-on self test (POST) results at system reset. Capture all the output as a text 
file.
cat4k#reload 
Proceed with reload? [confirm] 
						

							  
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Chapter 5      Troubleshooting
Troubleshooting Supervisor Engines
1d21h: %SYS-5-RELOAD: Reload requested

Decompressing the image : ###################################################
   #################################[OK]
 
k2diags version 1.6
 
prod: WS-X4014  part: 73-6854-09  serial: JAB0620090U
 
Power-on-self-test for Module 1:  WS-X4014
Status: (. = Pass, F = Fail)
 
Traffic using serdes loopback (L2; one port at a time)...
switch port 0: .       switch port 1: .       switch port 2: .       
switch port 3: .       switch port 4: .       switch port 5: .       
switch port 6: .       switch port 7: .       switch port 8: .       
switch port 9: .       switch port 10: .      switch port 11: .      
switch port 12: .      switch port 13: .      switch port 14: .      
switch port 15: .      switch port 16: .      switch port 17: .      
switch port 18: .      switch port 19: .      switch port 20: .      
switch port 21: .      switch port 22: .      switch port 23: .      
switch port 24: .      switch port 25: .      switch port 26: .      
switch port 27: .      switch port 28: .      switch port 29: .      
switch port 30: .      switch port 31: .      
 
Traffic using asic loopback (L2; all ports at once)...
switch port 0: F        switch port 1: F         switch port 2: F       
switch port 3: F        switch port 4: F         switch port 5: F       
switch port 6: F        switch port 7: F         switch port 8: F       
switch port 9: F        switch port 10: F      switch port 11: F      
switch port 12: F      switch port 13: F      switch port 14: F      
switch port 15: F      switch port 16: F      switch port 17: F      
switch port 18: F      switch port 19: F      switch port 20: F      
switch port 21: F      switch port 22: F      switch port 23: F      
switch port 24: F      switch port 25: F      switch port 26: F      
switch port 27: F      switch port 28: F      switch port 29: F      
switch port 30: F      switch port 31: F      
 
Traffic using asic loopback (L3; all ports at once)...
switch port 0: F        switch port 1: F         switch port 2: F       
switch port 3: F        switch port 4: F         switch port 5: F       
switch port 6: F        switch port 7: F         switch port 8: F       
switch port 9: F        switch port 10: F      switch port 11: F      
switch port 12: F      switch port 13: F      switch port 14: F      
switch port 15: F      switch port 16: F      switch port 17: F      
switch port 18: F      switch port 19: F      switch port 20: F      
switch port 21: F      switch port 22: F      switch port 23: F      
switch port 24: F      switch port 25: F      switch port 26: F      
switch port 27: F      switch port 28: F      switch port 29: F      
switch port 30: F      switch port 31: F      
 
Module 1 Failed
Exiting to ios...
This example shows a supervisor engine module diagnostic failure.
St e p 1If Step 4 results in a supervisor engine module diagnostic failure, pPower cycle the switch and observe 
the POST results at bootup. 
						

							  
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Chapter 5      Troubleshooting
Troubleshooting Supervisor Engines
St e p 2Enter the show diagnostics power-on command to verify the POST results from bootup and determine 
if diagnostics fail again. If diagnostics fail again, the problem is most likely hardware. Contact Cisco 
Technical Support for further assistance. If the supervisor engine passes the diagnostic tests without any 
failure after the power cycle in Step 4, perform these steps:
a.Collect the output from the show tech-support command.
b.Remove all power supplies from the box, and collect the serial numbers, Cisco part number, and 
manufacturer of the power supplies.
c.Contact Cisco Technical Support with the information that you collected.
NoteIf Cisco Technical Support did not assist with the troubleshoot procedure, you must provide the 
information in the order of these steps.
Some Problems and Solutions
Module Not Online
Part or all of the module can fail to come online. You may have a module failure if you see a red status 
LED or if you see one of these statuses in the output of the show module command:
•other
•faulty
•err-disable
•power-deny
•power-bad
Make sure that the module is properly seated and that you have completely screwed down the module. 
If the module still does not come online, enter the hw-module slot slot number reset command. If the 
module still does not come online, try the module in a spare slot, swap the module with the slot of a 
module that works, or try the module in a different chassis.
If the status is “power-deny,” the switch does not have enough power available to power this module. 
Enter the show power command in order to confirm whether enough power is available. For more 
information, refer to the “Environmental Monitoring and Power Management” chapter in the software 
configuration guide for your software release.
If the status is “power-bad,” the switch detects a switching module but is unable to allocate power. This 
situation is possible if the supervisor engine cannot able to access the serial PROM (SPROM) contents 
on the module in order to determine the identification of the line card. Enter the show idprom module 
slot command to verify that the SPROM is readable. If the SPROM is not accessible, reset the module.
Enter the show diagnostics online module slot number command to identify hardware failures on the 
module. If the module still does not come online, create a service request with Cisco Technical Support 
in order to troubleshoot further. Use the log of the switch output that you collected in the above output 
and the troubleshooting steps that you performed. 
						

							  
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Chapter 5      Troubleshooting
Troubleshooting Supervisor Engines
Interface Problems
If you see an error mentioned in the output of the show interface command, the reason could be:
•A physical layer problem, such as a faulty cable or NIC
•A configuration problem, such as a speed and duplex mismatch
•A performance problem, such as an oversubscription
In order to understand and troubleshoot these problems, refer to Troubleshooting Switch Port and 
Interface Problems at:
http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015bfd6.shtm
l
Workstation Is Unable to Log In to the Network 
If you observe that a workstation is unable to log into the network during startup or unable to obtain the 
DHCP address when you have powered up a client machine or rebooted, an initial connectivity delay that 
the switch introduced could be the problem. To verify this, check the following:
•Microsoft network client displays No Domain Controllers Available.
•DHCP reports No DHCP Servers Available.
•A Novell Internetwork Packet Exchange (IPX) network workstation does not have the Novell login 
screen upon bootup.
•An AppleTalk network client displays, Access to your AppleTalk network has been interrupted. In 
order to reestablish your connection, open and close the AppleTalk control panel. The AppleTalk 
client chooser application can either fail to display a zone list or display an incomplete zone list.
•IBM Network stations can have one of these messages:
–NSB83619—Address resolution failed
–NSB83589—Failed to boot after 1 attempt
–NSB70519—Failed to connect to a server
The reason for these symptoms can be an interface delay that either Spanning Tree Protocol (STP), 
EtherChannel, trunking, or an autonegotiation delay causes.
NIC Compatibility Issues
You can have NIC compatibility or misconfiguration issues with the switch if you experience one of 
these symptoms:
•A server or client connection to the switch does not come up
•Autonegotiation issues
•Errors on the port
The reason for these symptoms can be a known NIC driver issue, speed and duplex mismatch, or 
autonegotiation or cabling problems. For more troubleshooting information, refer to:
http://www.cisco.com/een/US/products/hw/switches/ps708/products_tech_note09186a00800a7af0.sht
m 
						

							  
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Troubleshooting Supervisor Engines
If you still have issues after you review and follow the procedure in the document Troubleshooting Cisco 
Catalyst Switches to NIC Compatibility Issues, contact Cisco Technical Support for further assistance.
Interface Is in Errdisable 
If the interface status is err-disable in the output of the show interface status command, some possible 
reasons include:
•Duplex mismatch
•Port channel misconfiguration
•Bridge protocol data unit (BPDU) guard violation
•UniDirectional Link Detection (UDLD) condition
•Late-collision detection
•Link-flap detection
•Security violation
•Port Aggregation Protocol (PAgP) flap
•Layer Two Tunneling Protocol (L2TP) guard
•DHCP snooping rate-limit
In order to troubleshoot these scenarios, refer to the specific feature information in the Catalyst 4500 
Series Switch Cisco IOS Software Configuration Guide for your software release.
Faulty Supervisor Engine
If the supervisor engine STATUS LED is red, establish a console connection to the supervisor engine 
and enter the show diagnostics power-on command, if you can. If you are unable to get a console 
connection or the command output indicates a failure, contact Cisco Technical Support.
If the switch does not boot and fails self diagnostics during the boot sequence, capture the console output 
of the startup sequence then contact Cisco Technical Support.
If you do not see any hardware failure in the boot sequence or in the output of the show diagnostics 
power-on command, contact Cisco Technical Support.
Boot Problems
If the switch is in a continuous boot loop, is in ROMmon mode, or does not have a system image, there 
is mostly likely not a hardware problem. The supervisor engine operates in a continuous loop if you have 
not set the boot variable correctly and you have set the configuration register to 0x2102. For instructions 
on how to recover the supervisor engine, refer to the “Recovering from a Continuous Reboot” section of 
the document at this location:
http://www.cisco.com/en/US/products/hw/switches/ps663/products_configuration_example09186a008
0094ecf.shtml
The supervisor engine goes into ROMmon mode or fails to boot when the system image is either corrupt 
or absent. For instructions on how to recover the supervisor engine, refer to the “Recovering from a 
Corrupt or Missing Image” section of the document at this location: 
http://www.cisco.com/en/US/products/hw/switches/ps663/products_configuration_example09186a008
0094ecf.shtml 
						

							  
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Chapter 5      Troubleshooting
Troubleshooting Supervisor Engines
The supervisor engines have onboard system Flash memory (bootflash), which should easily hold 
multiple system images. Therefore, have a backup image. In addition to the bootflash, the supervisor 
engine supports up to 128 MB of compact Flash in the slot0: device. The supervisor engine also provides 
for transfer via TFTP of the image from ROMmon mode, which enables faster recovery of absent or 
corrupt images.
Cannot Connect to a Switch Through the Console Port
Make sure you are using the correct type of cable. Make sure the terminal configuration matches the 
switch console port configuration—default console port settings are 9600 baud, 8 data bits, no parity, 
1 stop bit. Make sure the cable pinouts are correct for your supervisor engine (refer to the hardware 
documentation for your supervisor engine).
Cannot communicate with another device, Cannot Telnet to the switch, Cannot communicate with a local or remote host 
Follow these steps: 
St e p 1Make sure the LINK LED for the port is green.
St e p 2Check the cabling:
•Host-to-switch 10BASET connections and router-to-switch 10BASET or 100BASETX connections 
typically are made using a straight-through cable.
•Switch-to-switch connections typically are made using a rollover cable.
•For SC- or ST-type fiber connections, make sure transmit (Tx) on one end of the link connects to 
receive (Rx) on the other end of the link.
St e p 3Make sure the interface you are connecting to (sc0 or me1) is configured UP (use the show interface 
command to check).
St e p 4Make sure the IP address, subnet mask, and VLAN membership of the switch interface (sc0 or me1) is 
correct (use the show interface command).
St e p 5To prevent conflicts, make sure the me1 and sc0 interfaces are configured with IP addresses and subnet 
masks in different subnets (use the show interface command to check), or disable one of the interfaces 
using the set interface {sc0 | me1} disable command.
St e p 6Make sure the host configuration (IP address, subnet mask, default gateway, speed, and duplex setting) 
is correct.
St e p 7If you cannot connect to the switch through the me1 interface, make sure the connected device is 
configured for half-duplex 10-Mbps operation.
St e p 8If the host is in the same subnet as the switch interface, make sure the switch interface and the switch 
port to which the host is connected are assigned to the same VLAN (use the show interface and show 
port commands to check).
St e p 9If the host is in a different subnet, make sure the default gateway (default route) on the switch is 
configured with the address of a router in the same subnet as the switch interface (use the show ip route 
command).
St e p 10Check the status of the port connection—should be “connected” (use the show port command).
St e p 11Check the spanning-tree state on the port (use the show spantree mod_num/port_num command)—if the 
port is in listening or learning mode, wait until the port is in forwarding mode and try to connect to the 
host again.
St e p 12Make sure the speed and duplex settings on the host and the appropriate switch ports are correct (use the 
show port command). 
						

							  
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Contacting the Cisco Technical Assistance Center
St e p 13If the connected device is an end station:
a.Enable spanning-tree PortFast on the port (use the set spantree portfast enable 
command)—PortFast places the port in forwarding mode immediately, bypassing listening and 
learning modes (do not use this feature for connections to non-end station devices).
b.Disable trunking on the port (use the set trunk mod_num/port_num off command).
c.Disable channeling on the port (use the set port channel port_list off command)—you must specify 
a valid port range with this command—you cannot specify a single port.
St e p 14Make sure the switch is learning the MAC address of the host (use the show cam dynamic command).
St e p 15If possible, try connecting to another port.
Cannot autonegotiate the port speed/duplex
Make sure autonegotiation is configured on both ends of the link (use the show port command)—you 
cannot configure settings manually on one end of the link and configure the other end of the link for 
autonegotiation. If autonegotiation fails when you connect a client NIC to the switch, check the NIC and 
drivers to make sure that autonegotiation is supported.
If autonegotiation is supported and properly configured but you still cannot connect, turn off 
autonegotiation and set the speed and duplex manually (use the set port speed and set port duplex 
commands).
Contacting the Cisco Technical Assistance Center
If you are unable to solve a startup problem after using the troubleshooting suggestions in this chapter, 
contact a Cisco TAC representative for assistance and further instructions.
Before you call, have the following information ready to help the Cisco TAC assist you as quickly as 
possible:
•Date you received the switch
•Chassis serial number
•Type of software and release number
•Maintenance agreement or warranty information
•Brief description of the problem
•Console captures related to your problem
•Brief explanation of the steps you have already taken to isolate and resolve the problem
See the “Obtain Documentation and Submit a Service Request” section on page 10 for more information 
about contacting the TAC.  
						

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APPENDIXA
Power Supply Specifications
Revised: March 2013
This appendix describes the power supplies supported by the Catalyst 4500 E-series switches. The 
appendix contains the following sections:
•1000 W AC-Input Power Supply, page A-2
•1300 W AC-Input Power Supply, page A-6
•1400 W AC-Input Power Supply, page A-10
•1400 W DC-Input Power Supply, page A-15
•1400 W Triple-Input DC-Input Power Supply, page A-19
•2800 W AC-Input Power Supply, page A-25
•4200 W AC-Input Power Supply, page A-29
•6000 W AC-Input Power Supply, page A-35
•9000 W AC-Input Power Supply, page A-43
•Environmental Monitoring Feature, page A-52
•Power Redundancy, page A-52
TipFor additional information about the Cisco Catalyst 4500 E-series switches (including configuration 
examples and troubleshooting information), see the documents listed on this page:
http://www.cisco.com/en/US/products/hw/switches/ps4324/index.html
NoteAll Catalyst 4500 E-series switch AC-input power supplies require single-phase source AC. The source 
AC can be out of phase between multiple power supplies or multiple AC-power plugs on the same power 
supply because all AC power supply inputs are isolated. Each chassis power supply should have its own 
dedicated branch circuit: 15 A or 20 A for North America and circuits sized to local and national codes 
for International locations.
For more information about power management and planning, see the “Environmental Monitoring and 
Power Management” chapter in the Software Configuration Guide version appropriate for your software. 
						

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Appendix A      Power Supply Specifications
  1000 W AC-Input Power Supply
1000 W AC-Input Power Supply
The 1000 W AC-input power supply (PWR-C45-1000AC), shown in Figure A-1, is supported in the 
following Catalyst 4500 E-Series switches:
•Catalyst 4503-E
•Catalyst 4506-E
•Catalyst 4507R-E
•Catalyst 4507R+E
•Catalyst 4510R-E (the 1000 W AC-input power supply can be installed in the Catalyst 4510R-E 
switch chassis; however power management is required)
•Catalyst 4510R+E (the 1000 W AC-input power supply can be installed in the Catalyst 4510R+E 
switch chassis; however power management is required)
Figure A-1 1000 W AC-Input Power Supply Features
1AC-input receptacle3Captive installation screws
2Power on/off switch
2313751
2
3