Appendix A Troubleshooting
Problem Solving
When each of these conditions is met, the hardware installation is complete, and you should proceed to perform a basic configuration (see the software installation guide or user guide that shipped with your appliance for proper configuration procedures).
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 shipped with your appliance. Before you call, have the following information ready:
•Appliance chassis type and serial number (see the “Cisco Product Identification Tool” section on page
•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 having and the steps you have taken to isolate and resolve the problem
Note Ensure you provide the customer service representative with any upgrade or maintenance information that was performed on the Cisco ADE 2130 and 2140 Series appliance after your initial installation. (See the “Creating a Site Log” section on page
Problem Solving
The key to problem solving is to isolate the problem to a specific location by comparing what the Cisco ADE 2130 and 2140 Series appliance is doing to 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 to use in the
Step 1 Analyze the problem and create a clear problem statement. Define symptoms and potential causes. Step 2 Gather the facts that you need to help isolate possible causes.
Step 3 Consider possible causes based on the facts that you gathered.
Step 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.
Step 5 Implement the action plan. Perform each step carefully while testing to see whether the symptom disappears.
Step 6 Analyze the results to determine whether the problem has been resolved. If the problem was resolved, consider the process complete.
Step 7 If the problem has not been resolved, create an action plan based on the next most probable cause on your list. Return to Step 4 and repeat the process until the problem is solved.
Step 8 Make sure that you undo anything that you changed while implementing your action plan. Remember that you want to change only one variable at a time.
Cisco Application Deployment Engine (ADE) 2130 and 2140 Series Appliance Hardware Installation Guide
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