Avaya Troubleshooting Routers Troubleshooting guide

Category
Networking
Type
Troubleshooting guide
BayRS Version 14.00
Part No. 308656-14.00 Rev 00
September 1999
4401 Great America Parkway
Santa Clara, CA 95054
Troubleshooting Routers
ii
308656-14.00 Rev 00
Copyright © 1999 Nortel Networks
All rights reserved. Printed in the USA. September 1999.
The information in this document is subject to change without notice. The statements, configurations, technical data,
and recommendations in this document are believed to be accurate and reliable, but are presented without express or
implied warranty. Users must take full responsibility for their applications of any products specified in this document.
The information in this document is proprietary to Nortel Networks NA Inc.
The software described in this document is furnished under a license agreement and may only be used in accordance
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ACE, AFN, AN, BCN, BLN, BN, BNX, CN, FRE, LN, Optivity, PPX, and Bay Networks are registered trademarks
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EZ Install, EZ Internetwork, EZ LAN, FN, IPAutoLearn, PathMan, RouterMan, SN, SPEX, Switch Node, and
System 5000 are trademarks of Nortel Networks.
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All other trademarks and registered trademarks are the property of their respective owners.
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Use, duplication, or disclosure by the United States Government is subject to restrictions as set forth in subparagraph
(c)(1)(ii) of the Rights in Technical Data and Computer Software clause at DFARS 252.227-7013.
Notwithstanding any other license agreement that may pertain to, or accompany the delivery of, this computer
software, the rights of the United States Government regarding its use, reproduction, and disclosure are as set forth in
the Commercial Computer Software-Restricted Rights clause at FAR 52.227-19.
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In the interest of improving internal design, operational function, and/or reliability, Nortel Networks NA Inc. reserves
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Portions of the code in this software product may be Copyright © 1988, Regents of the University of California. All
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308656-14.00 Rev 00
iii
Nortel Networks NA Inc. Software License Agreement
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BY COPYING OR USING THE SOFTWARE, YOU ACCEPT ALL OF THE TERMS AND CONDITIONS OF
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308656-14.00 Rev 00
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308656-14.00 Rev 00
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Contents
Preface
Before You Begin ............................................................................................................xvii
Text Conventions ...........................................................................................................xviii
Acronyms .........................................................................................................................xix
Hard-Copy Technical Manuals ........................................................................................xxv
How to Get Help .............................................................................................................xxv
Chapter 1
Introduction
Preventing Problems .......................................................................................................1-1
Reading the Release Notes and Relevant Documentation ......................................1-2
Minimizing Disruption When Installing New Software ..............................................1-2
Selecting the Proper Tool for Configuring a Router ..................................................1-2
Saving Your Configuration Changes ........................................................................1-3
Backing Up Your Files ..............................................................................................1-3
Maintaining Consistent Files in Multiple Flash Memory Cards ................................1-3
Handling Flash Memory Cards to Prevent Static Damage .......................................1-4
Responding to a Failed prom Command ..................................................................1-4
Preparing to Troubleshoot ...............................................................................................1-4
Getting Acquainted with the Troubleshooting Tools ..................................................1-4
Using the System Log to Display Event Messages ...........................................1-5
Displaying and Changing Configuration Settings and Statistics ......................1-10
Using the ping Command ................................................................................1-20
Using the Packet Capture Tool ........................................................................1-20
Using Inbound Telnet to Access the Technician Interface ................................1-21
Taking a Snapshot of Your Network .......................................................................1-22
Documenting Each Step ...............................................................................................1-23
Performing One Corrective Task at a Time ...................................................................1-24
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Chapter 2
Determining the Scope of a Problem
Chapter 3
Troubleshooting an Operational Problem
Damaged Router ............................................................................................................3-2
Power Problem ...............................................................................................................3-2
Blown Fuse .....................................................................................................................3-2
LEDs Are Off ..................................................................................................................3-3
Router Won’t Boot ..........................................................................................................3-3
Checking the Boot PROMs .............................................................................................3-6
Making Sure the Router Software Image Is Correct .......................................................3-6
Making Sure All Slots Use the Same Router Software Image and Configuration File ....3-6
Verifying That the Router Software Images in Each Processor Match ....................3-7
Verifying That the Configuration Files in Each Processor Match .............................3-9
Lost Password (BN Routers) ........................................................................................3-10
No Space Left on Memory Card ...................................................................................3-11
Memory or Buffer Problem ...........................................................................................3-12
Bad Forward Receive Buffer Checksum Errors ............................................................3-17
Finding the Slot That Sent a Bad Backplane BofL Packet .....................................3-18
Finding the Slot That Sent a Bad Packet That Was Not a BofL Packet ..................3-19
Fault Message ..............................................................................................................3-20
Chapter 4
Troubleshooting a Physical Media Problem
Making Sure the Link Module Is Working .......................................................................4-1
Determining the Media-Specific State ............................................................................4-1
Troubleshooting the Cable Connection ...........................................................................4-3
Chapter 5
Troubleshooting a Data Link Layer Problem
Troubleshooting an ATM Connection ..............................................................................5-2
Interface Problems ...................................................................................................5-2
Dropped Frames ................................................................................................5-5
ATM VC Mod Failed Message ...........................................................................5-5
Upper-Layer Protocols Failing to Pass Packets .................................................5-6
PVC Problems ...................................................................................................5-7
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Troubleshooting ATM LANE .....................................................................................5-7
Troubleshooting an Ethernet Connection .......................................................................5-9
Troubleshooting a FDDI Connection .............................................................................5-14
Troubleshooting a Frame Relay Connection .................................................................5-17
Log Messages from Frame Relay Indicate Circuit Is Down ....................................5-17
Frame Relay Switch Keeps Marking the Circuit as Down ......................................5-18
Frame Relay Circuit Up, but Protocol Data Is Not Transmitting ..............................5-18
PVC Transmitting, but Not Receiving .....................................................................5-18
Frame Relay Configured with LMI Invokes an Xoff State .......................................5-19
Troubleshooting an MCT1 Connection .........................................................................5-20
Troubleshooting an FT1 Connection .............................................................................5-22
Troubleshooting a Synchronous Connection ................................................................5-23
Checking the Address Format (Nortel Networks Standard Only) ..........................5-25
Troubleshooting a Synchronous to X.21 Connection .............................................5-26
Reception Errors Incrementing or Reception Count Not Incrementing ..................5-26
Troubleshooting the Internal Clock Settings (Lab Environments Only) ..................5-27
Troubleshooting a Token Ring Connection ...................................................................5-28
Troubleshooting Other Data Link Layer Protocols ........................................................5-30
Chapter 6
Troubleshooting a Network Layer Problem
Troubleshooting AppleTalk ..............................................................................................6-2
Local Net Range Conflict Event Message ................................................................6-3
Zone . . . Conflict Event Message ............................................................................6-3
Static Configuration Conflict Event Message ...........................................................6-4
Troubleshooting DLSw ....................................................................................................6-4
Troubleshooting IP ..........................................................................................................6-6
Troubleshooting Telnet, FTP, and TFTP ...................................................................6-8
Ping Does Not Work .................................................................................................6-9
Router Cannot Ping Another Local Device ......................................................6-10
Router Cannot Ping Endstation, but Can Ping Other Endstations
on the Same Segment .....................................................................................6-11
Endstation Cannot Ping the Remote Interface on the Router ..........................6-11
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Endstation Can Ping Devices on the Same Segment, but Cannot Ping
the Router ........................................................................................................6-12
Endstation Can Ping Local and Remote Interfaces on the Router,
but Cannot Ping a Remote Station ..................................................................6-14
Troubleshooting RIP ...............................................................................................6-14
Troubleshooting OSPF ...........................................................................................6-15
Troubleshooting IPX ......................................................................................................6-16
Troubleshooting OSI .....................................................................................................6-21
Troubleshooting Switched Services ..............................................................................6-23
Master Cannot Connect to Slave ...........................................................................6-25
Troubleshooting RS-232 Raise DTR Dial Services ................................................6-25
Troubleshooting V.35 Raise DTR Dial (Balanced) ..................................................6-26
Troubleshooting ISDN BRI and PRI .......................................................................6-27
Troubleshooting Other Network Layer Protocols ..........................................................6-30
Chapter 7
Troubleshooting a Site Manager Problem
Site Manager Won’t Start ...............................................................................................7-1
Site Manager Won’t Start on a PC ...........................................................................7-1
Cannot Find File Message .................................................................................7-2
Working Directory or Path Is Invalid Message ...................................................7-3
Unable to Find UDP Port Numbers for SNMP Message ....................................7-3
Site Manager Won’t Start on a UNIX Workstation ...................................................7-3
Unable to Load SNMP MIB or File Was Inaccessible Message ........................7-4
Unable to Run . . . Module Message .................................................................7-4
Cannot Establish a Site Manager Session with the Router ............................................7-5
Using an Alternative Site Manager Workstation to Enable Access ..........................7-5
Using the Technician Interface to Enable Access ....................................................7-6
Cannot Connect Site Manager Running on a PC ....................................................7-7
Cannot Connect Site Manager Running on a UNIX Workstation .............................7-8
Target Does Not Respond (or Similar Message) ......................................................7-9
Cannot Allocate Colormap Message ..............................................................................7-9
UNIX Workstation Generating Core Dumps ...................................................................7-9
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Chapter 8
Getting Help
Reporting a Problem to the Nortel Networks Technical Solutions Center ......................8-1
Sending and Retrieving Files ..........................................................................................8-3
Appendix A
Reading the Event Log
System Startup .............................................................................................................. A-2
Dial-on-Demand Raise DTR Log ................................................................................. A-18
Dial-on-Demand V.25bis .............................................................................................. A-23
MCT1 Log Information in a Lab Environment .............................................................. A-29
Appendix B
Using the Technician Interface to
Configure and Run Packet Capture
Overview ........................................................................................................................ B-2
Implementation Notes .................................................................................................... B-4
Getting Started .............................................................................................................. B-5
Preparing Packet Capture to Run ........................................................................... B-5
Assigning the Processors to Run Packet Capture ............................................ B-5
Creating an Instance of Packet Capture ........................................................... B-7
Allocating Memory for the Packet Capture File ............................................... B-11
Specifying the Number of Bytes in Each Packet to Copy ............................... B-12
Enabling Packet Capture ................................................................................ B-12
Starting Packet Capture ........................................................................................ B-13
Terminating Packet Capture .................................................................................. B-13
Using the Technician Interface to Display a Packet Capture File .......................... B-14
Deleting a Packet Capture Instance ...................................................................... B-17
Using Optional Features .............................................................................................. B-18
Configuring the Direction of the Packets to Be Copied ......................................... B-18
Configuring a Termination Trigger ......................................................................... B-19
Assigning Filters .................................................................................................... B-21
Setting the Filter Response to a Match .......................................................... B-22
Specifying the String to Compare with the Packet Data ................................. B-23
Specifying the Data to Compare with the String ............................................. B-23
Selecting the Number of Filters That Must Match .......................................... B-26
Configuration Examples .............................................................................................. B-27
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Displaying the Current Packet Capture Configuration Settings ................................... B-30
Displaying Event Messages Issued by Packet Capture ............................................... B-31
Using a Sun Workstation or MS-DOS PC to Display Packets ..................................... B-31
Getting the Name of the Packet Capture File ........................................................ B-32
Using FTP to Transfer the File ............................................................................... B-32
Using TFTP to Transfer the File ............................................................................ B-33
Using XMODEM to Transfer the File ..................................................................... B-35
Displaying the File with Packet Dump ................................................................... B-35
Converting a Packet Capture File to Network General Sniffer Format ........................ B-36
Reference Guide to Packet Capture ............................................................................ B-38
Displaying the Packet Capture Attribute Names and Numbers ............................. B-38
Packet Capture Parameter Descriptions ............................................................... B-39
Basic Parameters ........................................................................................... B-40
Trigger Parameters ......................................................................................... B-45
Filter Parameters ............................................................................................ B-46
Media-Specific Instructions and Examples ........................................................... B-51
CSMA/CD ....................................................................................................... B-51
Protocols Supported by Synchronous, T1, E1, and MCT1 Media .................. B-52
Token Ring ...................................................................................................... B-56
FDDI ............................................................................................................... B-56
HSSI ............................................................................................................... B-56
ISDN ............................................................................................................... B-57
Interpreting a Packet Capture Instance Number ................................................... B-57
Appendix C
Packet Configuration
Using the Line Subcommand ........................................................................................C-2
Using the Load Subcommand .......................................................................................C-5
Using the Unload Subcommand ....................................................................................C-5
Index
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Figures
Figure 1-1. Filtering Parameters Window ...................................................................1-6
Figure 3-1. Verifying the Slot ID on an ASN ...............................................................3-5
Figure 3-2. Finding the Slot Receiving Buffer Checksum Errors ..............................3-17
Figure 3-3. Finding the Slot Number When the Buffer Checksum Message
Does Not Reference a Backplane BofL Packet ......................................3-19
Figure 6-1. Comparing the Endstation and Router Configurations ..........................6-13
Figure 7-1. Cannot Find File Error Message ..............................................................7-2
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Tables
Table 1-1. Technician Interface Event Message Filters .............................................1-7
Table 1-2. Example of an Object Named House .....................................................1-12
Table 3-1. ASN Front-Panel Status Indicators ..........................................................3-4
Table 3-2. ASN Rear-Panel SPEX Module Status Indicators ...................................3-4
Table 3-3. Memory Available for Router Processor Types ......................................3-13
Table 4-1. State Attribute Values ..............................................................................4-2
Table 5-1. First Set of ATM Interface MIB Objects to View .......................................5-3
Table 5-2. ATM Interface Attributes for Troubleshooting ...........................................5-3
Table 5-3. Second Set of ATM Interface MIB Objects to View ..................................5-4
Table 5-4. Troubleshooting Dropped Frames ............................................................5-5
Table 5-5. Error Codes in the “ATM VC mod failed” Log Message ...........................5-6
Table 5-6. ATM LANE MIB Objects to View ..............................................................5-8
Table B-1. Packet Capture Module Numbers for ARN Interfaces
(Except Synchronous) ............................................................................. B-4
Table B-2. Determining the Slot Mask ...................................................................... B-6
Table B-3. Structure of a Line Number ................................................................... B-58
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xv
Preface
This guide describes how to isolate and solve problems associated with Nortel
Networks
routers.
Before You Begin
This guide assumes that you have the following background:
Experience configuring and managing Nortel Networks routers
A working knowledge of Site Manager and the Technician Interface
A working knowledge of the protocols running on your routers
Before using this guide to solve a problem, see the following documents:
Release Notes for BayRS Version 13.00
Release Notes for Site Manager Software Version 7.00
Known Anomalies: BayRS 13.00 and Site Manager 7.00
This guide assumes that you also have access to the following Nortel Networks
manuals, which are on the CD-ROM:
Using Technician Interface Software
Using Technician Interface Scripts
Configuring and Managing Routers with Site Manager
Event Messages for Routers
The manuals associated with the software you are using
Make sure that you are running the latest version of Nortel Networks Site
Manager and router software. For instructions, see the upgrade guide.
Troubleshooting Routers
xvi
308656-14.00 Rev 00
Text Conventions
This guide uses the following text conventions:
angle brackets (< >) Indicate that you choose the text to enter based on the
description inside the brackets. Do not type the
brackets when entering the command.
Example: If the command syntax is:
ping
<ip_address>
, you enter:
ping
192.32.10.12
bold text
Indicates text that you need to enter and command
names and options.
Example: Enter
show ip
{
alerts
|
routes
}
Example: Use the
dinfo
command.
braces ({}) Indicate required elements in syntax descriptions
where there is more than one option. You must choose
only one of the options. Do not type the braces when
entering the command.
Example: If the command syntax is:
show ip
{
alerts
|
routes
}
, you must enter either:
show ip alerts
or
show ip routes
.
brackets ([ ]) Indicate optional elements in syntax descriptions. Do
not type the brackets when entering the command.
Example: If the command syntax is:
show ip interfaces
[
-alerts
]
, you can enter either:
show ip interfaces
or
show ip interfaces -alerts
.
ellipsis points (. . . ) Indicate that you repeat the last element of the
command as needed.
Example: If the command syntax is:
ethernet/2/1
[<
parameter> <value>
] . . ., you enter
ethernet/2/1
and as many parameter-value pairs as
needed.
Preface
308656-14.00 Rev 00
xvii
Acronyms
This guide uses the following acronyms:
italic text Indicates file and directory names, new terms, book
titles, and variables in command syntax descriptions.
Where a variable is two or more words, the words are
connected by an underscore.
Example: If the command syntax is:
show at
<
valid_route>
valid_route
is one variable and you substitute one value
for it.
screen text Indicates system output, for example, prompts and
system messages.
Example:
Set Nortel Networks Trap Monitor
Filters
separator ( > ) Shows menu paths.
Example: Protocols > IP identifies the IP option on the
Protocols menu.
vertical line (
|
) Separates choices for command keywords and
arguments. Enter only one of the choices. Do not type
the vertical line when entering the command.
Example: If the command syntax is:
show ip
{
alerts
|
routes
}
, you enter either:
show ip alerts
or
show ip routes
, but not both.
AAL ATM adaptation layer
ACE Advanced Communications Engine
ALC adaptation layer control
AMI alternate mark inversion
ARP Address Resolution Protocol
ASCII American Standard Code for Information Interchange
AT AppleTalk
ATM asynchronous transfer mode
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AUI Attachment Unit Interface
B8ZS binary 8 zero substitution
BDR backup designated router
BECN backward explicit congestion notification
BERT bit error rate test
BofL Breath of Life
BootP Bootstrap Protocol
BootPD BootP Daemon
BRI Basic Rate Interface
CCITT International Telegraph and Telephone Consultative
Committee (now ITU-T)
CD carrier detect
CHAP Challenge Handshake Authentication Protocol
CID channel identifier
CRC cyclic redundancy check
CRN call request number
CSMA/CD carrier sense multiple access/collision detection
CSU channel service unit
CTS clear to send
DCE data communications equipment
DLCI data link connection identifier
DLCMI Data Link Control Management Interface
DLSw data link switching
DOS Disk Operating System
DP Data Path
DPRAM dual port RAM
DR designated router
DS directory service
DS1E1 multichannel T1/E1 driver service
Preface
308656-14.00 Rev 00
xix
DSAP destination service access point
DSL digital subscriber loop
DSR data set ready
DSU digital service unit
DTE data terminal equipment
DTR data terminal ready
EIA Electronic Industries Association
ESF extended superframe
FDDI Fiber Distributed Data Interface
FDL facility data link
FECN forward explicit congestion notification
FRE Fast Routing Engine
FRE-2 Fast Routing Engine - 2
FSI FDDI System Interface
FSM finite state machine
FT1 fractional T1
FTP File Transfer Protocol
GAME Gate Access Management Entity
GFWD GAME forward
GH gate handle
GRPC GAME RPC
GUI graphical user interface
HDLC high-level data link control
HSSI high-speed serial interface
ICMP Internet Control Message Protocol
IEEE Institute of Electrical and Electronics Engineers
ILACC integrated local area communications controller
IP Internet Protocol
IPX Internet Packet Exchange
Troubleshooting Routers
xx
308656-14.00 Rev 00
ISAP internal services access point
ISDN Integrated Services Digital Network
ISO International Organization for Standardization
ITU-T International Telecommunication
Union-Telecommunication Standardization Sector
(formerly CCITT)
LAN local area network
LAPB Link Access Procedure-Balanced
LB Learning Bridge
LBO line build out
LCP Link Control Protocol
LEC LAN emulation client
LECS LAN emulation configuration server
LED light emitting diode
LLC logical link control
LSDB link state database
LSP link state packet
MAC media access control
MAU media access unit
MCT1 multichannel T1
MDI-X media-dependent interface with crossover
MIB management information base
MTU maximum transmission unit
NBMA nonbroadcast multi-access
NIS network information services
NVFS nonvolatile file system
OSI Open Systems Interconnection
OSPF Open Shortest Path First
PAP Password Authentication Protocol
PC personal computer (also, program counter)
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Avaya Troubleshooting Routers Troubleshooting guide

Category
Networking
Type
Troubleshooting guide

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