Troubleshooting the EME

This chapter provides help in isolating and correcting problems that may occur during the installation process or during normal operation of the CoreBuilder^® 9000 Enterprise Management Engine (EME). This chapter contains the following sections:

• Interpreting EME LEDs

• Troubleshooting Power-on Problems

• Troubleshooting Download Problems

• Troubleshooting the Terminal Interface

• Understanding EME Network Impact

• Interpreting EME Trap Messages

• Running Diagnostic Tests

• Obtaining Technical Assistance

If an LED does not illuminate as you expected, and the LED is functional, see the troubleshooting tables within this chapter.

Table 27 lists common problems that can arise when you install your EME and possible solutions. Under normal conditions, when you install the EME, the Status LED lights and the character display shows the EME's operating state.

Table 27 Power-on Troubleshooting

Symptom	Meaning	Corrective Action
Chassis power is on, but ACTIVE LED does not light	EME is in standby or has failed diagnostics	1 . Verify that the EME is installed correctly by following the installation instructions in Chapter 2. 2 . Install the EME in the other slot in the chassis. 3 . If the LED still does not light, the software on the EME may be corrupted. Try downloading a new copy of the software. (See Chapter 3.) If downloading software does not solve the problem, call your supplier for assistance.
Display reads STBY	EME is in standby mode.	1 . Wait 60 seconds to see if the EME corrects the situation itself. 2 . If more than one EME exists in the chassis, verify that only one EME is set to Primary (using show module all). Then use the reset eme command to alleviate the problem. 3 . Follow the corrective actions for the previous symptom.
Display reads NRAM	EME has failed diagnostics	Indicates a faulty non-volatile RAM device. Reinstall the EME or call your supplier for assistance.
Display reads DRAM	Indicates faulty on-board DRAM	Reinstall the EME or call your supplier for assistance.
Display reads CARD	Indicates faulty memory card	Reinstall the card or call your supplier for assistance.
Display shows numeric characters	EMC has failed diagnostics	Connect a terminal to the serial port and examine the diagnostic messages.

Table 28 lists some common problems that can occur as you perform an out-of-band download.

Table 28 Download Troubleshooting

Symptom	In-Band or Out-of-Band	Corrective Action
When you connect the PC to the EME, garbage characters appear on the screen.	Out-of-Band	Verify that the baud rate for the EME and PC are the same. Perform the download procedure again.
When you download the ProComm software, the following message appears: ProComm directory already exists, overwrite files?	Out-of-Band	You have the choice of overwriting the files or quitting the installation. If you enter Y to overwrite the files, the existing ProComm tiles are deleted and the new files are copied to the selected drive.

Table 29 lists some common problems that can occur as you configure the EME to communicate with a terminal. Follow the directions in Chapter 2, "Installing and Setting Up Your Management System" for more information about how to do this.

Table 29 EME Terminal Interface Problems

Symptom	Corrective Action
Nothing appears on the screen (screen is blank).	Make sure that the RS-232 cable meets the specifications in Chapter 2. Make sure that the RS-232 cable is securely connected to both devices. Verify that the baud rates match for the terminal and the EME. (See Chapter 4)
Garbled characters appear on the screen.	Verify that the EME and the terminal settings match for baud, data bits, stop bits, and parity. The default baud rate is 9600, 8 data bits, no parity, 2 stop bits.
The set command does not work.	Make sure that you are logged in as admin and that you are connected to the primary EME (display shows Rdy).
You use abbreviated input, but pressing the spacebar does not complete the command.	Enter enough characters for the EME to distinguish between different commands and options. Enter ? for a list of available options.
Characters are lost when connected to the EME through a modem.	Make sure the STOP_BITS value on the terminal is set to 2STOP_BITS.
The management prompt on the screen is not as you set it.	You may be connected to a remote device. See the telnet and logout commands described in Chapter 6.
You do not receive any statistics from the chassis.	Make sure that you have properly configured EME IP information. Make sure that the statistics groups are enabled.
The >> prompt appears on the screen.	The EME is running in maintenance mode. Enter boot to return to management mode and the CB9000> prompt.
Module fails to respond after download.	Retry the download. If the module appears not to be operating, contact your service provider.
Module reports that a particular subnetwork is reserved.	Subnet 151.104.252.0 is reserved for chassis use. Use a different subnetwork.
Statistics are inaccurate.	EME statistics are designed to identify problems on the network. They may not be 100% accurate.
Module appears after show inventory command, but not after the show module command.	Reset the EME and retry the command. Replace the EME.

This section describes the impact of the EME on the network. It is designed to help you identify the source of packets on the network. Specifically, this section helps identify 3Com-generated packets.

The EME generates packets on the network when:

• Establishing and maintaining a Telnet session, either as a client or a server.

• Translating an IP address to a MAC address using the Address Resolution Protocol (ARP).

• Initiating or responding to a ping command.

• Responding to a Simple Network Management Protocol (SNMP) request.

• Sending SNMP traps.

• Performing an in-band download using the Trivial File Transfer Protocol (TFTP).

• Sending REM and CRS information.

• Generating MAC frames.

The EME uses a separate path on the CoreBuilder 9000 backplane to manage the other modules in the chassis.

The EME console receives a trap message when a change is made or an error occurs in a chassis that has an installed EME. The designated trap receiver (for example, a management workstation) also receives a trap if you have entered this information in the EME community table.

For example, if you remove a module from a chassis, the EME sends messages that describe the change to the console:

Message received from this device on 15:58 Fri 09 Jul 99:

Enterprise: 3Com
Enterprise Specific Trap: Module Down

Message Information:
Slot Number: 6
Subslot Number: 1
Module Type Number: 6
Module Description:

Message received from this device on 15:58 Wed 21 Jul 99:

Enterprise: 3Com
Enterprise Specific Trap: Slot Down

Message Information:
Slot Number: 6

Table 30 describes the first two fields in the trap message. The remainder of the fields are dependent upon the type of trap that is received and are self-explanatory.

Table 30 EME Trap Message Fields

Field	Description
Enterprise	Describes the enterprise (organization) responsible for this type of trap message.
Enterprise-Specific Trap	One of the following trap messages: Module Up or Module Down Slot Up or Slot Down Port Up or Port Down Trunk Up or Trunk Down Fatal Error Environment Change

SNMP traps are sent to the EME console when traps occur. An example of an SNMP trap is when a device attempts to gather information (read) from the EME, but the address of the device was not added to the community table with that access level. The message that appears in this instance is similar to the following example:

Message received from this device on 15:58 Fri 09 Jul 99:

Enterprise: 3Com
SNMP Generic Trap: SNMP Authentication Failure
Message Information:
Authentication Failure Address: 151.104.6.163

Use the servdiag command to run diagnostic tests on the module that you specify. This command is useful if you suspect a problem on the module or if you notice that the module is behaving inconsistently. The syntax for this command is:

servdiag <slot.subslot> <test>

Two types of tests are available:

• Boot - This test is the same module diagnostic test that runs automatically when you power on a module. This test takes up to 4 minutes to run.

• Extended - This is a series of tests that include the Boot test and a series of subtests. This test takes up to 15 minutes to run.

  While the module runs these diagnostic tests, it does not pass network traffic. Do not use this command unless you suspect a problem on the module, and you do not need to use the module in your network.

The following example runs the Boot test on an interface module in
slot 2. This module passes the test.

CB9000> servdiag 2.1 boot

Test may take up to 4 minutes and 0 seconds.
Do you wish to continue (y/n): y

Module 02.01 accepted diagnostic.

Event Received: "Mod Diags: 02.01" Event generated: 18:50:26 Jul 09 1999 Entry: 00002 Slot: 18.02 Id: 01002 Severity: Inform Type: Inform Module Diagnostics: Slot 02, Subslot 01.

CB9000>

Event Received: "Diag: PASSED" Event generated: 18:51:10 19 Jul 09 1999 Entry: 00003 Slot: 02.01 Id: 00103 Severity: Inform Type: Diag Test: 01.00 Loop: 00001

CB9000>

Event Received: "Mod Up: 02.01" Event generated: 18:52:15 19 Jul 09 1999 Entry: 00005 Slot: 18.02 Id: 01002 Severity: Inform Type: Inform Module Up: Slot 02, Subslot 01.

If the servdiag test encounters an error, and if it is set to stop on the error, the module does not function. If this occurs, call your 3Com reseller or 3Com Technical Support immediately to obtain assistance. See Appendix B for information about obtaining Technical Support. See "The cont_mode Characteristic" later in this chapter for information about how to set the servdiag diagnostic tests to stop on different types of errors.

Setting servdiag Characteristics

With the set servdiag command, you can specify how the EME executes the diagnostics tests on the module that you specify. The characteristics are:

• cont_mode

• loop_count

• verbosity

The cont_mode (continuation mode) of the diagnostic test determines whether the test continues after it encounters an error. The continuation mode can be one of the following:

• continue - The test reports an error then proceeds to the next test after it encounters the error.

• halt_on_fatal - The test stops when it encounters a fatal error. The module is no longer functional. This is the default continuation mode.

• halt_on_nonfatal_and_fatal - The test stops when it encounters a nonfatal error or a fatal error. The module is not longer functional.

The following example sets the cont_mode to continue:

CB9000> set servdiag cont_mode continue

The loop_count characteristic determines how many times the EME runs the diagnostic test on the module that you specify. Because the module does not pass network traffic during the tests, do not set a high loop count when you need to use the module in your network.

Valid values for the loop_count characteristic are 0 through 65535. The default loop_count value is 1. A value of zero causes the test to run indefinitely. The following example sets the loop_count to 5:

CB9000> set servdiag loop_count 5

The verbosity characteristic determines the amount of output that the diagnostic test sends to the console. Two options are available:

• normal - The test reports results at the end of the test or when it encounters an error. This is the default.

• verbose - The test reports results at the end of each subtest as well as when it encounters an error and at the end of the test.

The following example sets the verbosity to verbose:

CB9000> set servdiag verbosity verbose

Use the show servdiag command to view the characteristics of this option:

CB9000> show servdiag

Verbosity: nonverbose
Loop count: 1
Continue mode: continue

To receive assistance for installing and troubleshooting the EME, call your 3Com reseller or the 3Com Technical Support Organization. Be prepared to supply a representative with the following information:

• A description of the problem

• The steps that you have taken to try to correct the problem

• The status of the front panel LEDs (if relevant)

• The screen information (if available)

• The configuration of your chassis (the types of modules that are installed by slot)

• The version number of the EME software

See Appendix B for Technical Support contact information.