2
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.